Considered Service-specific journals were Journal of Service Research, Journal of Service Management, Journal of Services Marketing, Journal of Service Theory and Practice, Service Industries Journal, Cornell Hospitality Quarterly, and Service Science.

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Jung-Hua, C. (2017): The role of relationship on time and monetary compensation, Service Industries Journal, 37(0), pp.919-935

Service failures are inevitable in the service industry. In this study, the author suggests that companies that only provide monetary compensation for service failures are following a risky recovery strategy. Instead, service managers should consider the offered compensation’s fit with customer relationship type. The author proposes and empirically tests several hypotheses about service failures and how customers in communal relationship with service firms prefer time compensation (saving time), while customers in exchange relationships prefer monetary compensation (saving money). The results are evidence that properly matching relationship type (i.e. communal and exchange) with compensation type (i.e. time and monetary) can help recover customers’ overall satisfaction and restore the customer–service company relationship. The author concludes this article with a discussion of the practical implications and suggest future research directions. (English)

Link: http://dx.doi.org/10.1080/02642069.2017.1365843 [Google]

Sang-June, P. and Y. Youjae (2017): A composite measure of performance–expectation and performance-only measures, Service Industries Journal, 37(0), pp.936-947

Performance–expectation measures and performance-only measures of service quality have been widely used in the literature. However, either of the two measures is not sufficient to explain customers’ evaluation of service quality and satisfaction. Their assumptions are too restrictive to explain the evaluation processes. From an analytic perspective, this paper derives a composite measure integrating both measures for service quality. The previous measures are nested in the composite measure. Due to this feature, the composite measure is more flexible than the previous measures. It can account for conflicting theories and empirical findings supporting each of the two measures. Furthermore, the composite measure allows us to interpret the link between service quality and customer satisfaction more intuitively. (English)

Link: http://dx.doi.org/10.1080/02642069.2017.1369968 [Google]

Taheri, B., A. Jafari and B. Okumus (2017): Ceremonious politeness in consuming food in VFR tourism: scale development, Service Industries Journal, 37(0), pp.948-967

Understanding the desire for visiting friends and relatives (VFR) has been examined in previous studies. Yet, research on the antecedences and consequences of social interaction between host and guest in VFR tourism has not received enough attention. Addressing this gap, this study introduces ceremonious politeness (CP) by tourists in consuming food as a cultural code that facilitates the establishment of a communally arranged form of social interaction. Using a mixed methods scale-development approach (e.g. Delphi technique, qualitative interviews, and surveys) during 14 months in 2015–2016, it develops and validates a CP scale to measure the impact of self-accountability and perceived others’ control on tourists’ sense of self-blame in social interaction situation related to consuming food in VFR tourism. The study contributes to the body of knowledge by introducing the concept of CP in a non-commercial setting (English)

Link: http://dx.doi.org/10.1080/02642069.2017.1369969 [Google]

Yong You, N., L. Austin Rong Da and C. Dun Ji (2017): Assessing the effect of organic-food short storytelling on consumer response, Service Industries Journal, 37(0), pp.968-985

This study explores the influence of organic food storytelling on consumer response. A random sampling method was used to select organic food retail stores and markets, and then collected 578 valid samples by a quota sampling method. Four storytelling types, including individual story, environmental story, price story, and food therapy story, were based on interview results. Based on partial least squares results, organic food storytelling indeed led consumers to prefer natural food, with food therapy storytelling being the most important factor that influenced their preference for natural food. This was followed by environmental story, price story, with the individual story being the last one. Except for the individual story type, the other three story types established more positive consumer attitudes toward organic food. The preference for natural food increased consumers’ purchase intention, followed by attitude toward organic food, and finally by individual story. (English)

Link: http://dx.doi.org/10.1080/02642069.2017.1371143 [Google]

Sorensen, A. and J. Drennan (2017): Understanding value-creating practices in social media-based brand communities, Service Industries Journal, 37(0), pp.986-1007

For service providers hosting social media-based brand communities, understanding the use of value-creating practices enables them to enhance their customers’ brand community experiences and facilitate value. Yet, extant social media-based brand community research neglects to examine the uses of practices in commonly occurring, direct service provider customer interactions that may be value co-creative. Thus, for a more holistic view of value creation, and informed by service logic, this study applies netnography to observe participants’ uses of practices in two social media-based cause brand communities, in both direct and indirect interactions. The findings reveal that participants predominantly employ practices in direct interactions and act as value co-creators. The findings extend empirical evidence into value-creating practices in social media-based brand communities. They also highlight how cause organisations should plan their uses of practices to facilitate the types of value-creating interactions they seek (i.e. direct and value co-creating, or indirect and independently value creating). (English)

Link: http://dx.doi.org/10.1080/02642069.2017.1373098 [Google]

de Vries, H. J. and F. M. Go (2017): Developing a common standard for authentic restaurants, Service Industries Journal, 37(0), pp.1008-1028

This paper investigates the paradox of authenticity versus standardisation. It examines the features that constitute restaurant authenticity and determines whether these can be standardised within an alliance of top restaurants to reap the benefits of commonalities among the restaurants. We determine the features of authenticity by examining the literature, by interviewing owners and managers of alliance restaurants and by means of a consumer survey. The results show several discrepancies. Combining these three data sources allowed us to distinguish between essential and peripheral features of authenticity. This distinction can help to define a standard for restaurant authenticity, specifying minimum levels for essential features of authenticity. (English)

Link: http://dx.doi.org/10.1080/02642069.2017.1373763 [Google]

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