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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Nigel, H., K. Peter and W. Cindie (2018): Benchmarking hotel service quality using two-dimensional importance-performance benchmark vectors (IPBV), Journal of Service Theory and Practice, 28(1), pp.2-25
Purpose Importance-performance analysis (IPA) is an effective tool for firms to prioritise service quality attributes, but has limitations in evaluating and enhancing service quality within a competitive environment. The purpose of this paper is to present an evolved model of IPA ? importance-performance benchmark vectors (IPBV) ? as a benchmarking tool and investigate its applicability in the context of hotel service quality. Design/methodology/approach Empirical studies based on self-completion survey data from 150 customers of two full-service hotels in Taiwan were conducted in to examine the practical utility of IPBV. Findings Eight key benchmark typologies were identified and expressed as vectors in the IPBV model which are as follows: ?sustainable advantage?, ?potential strength?, ?false advantage or outstanding advantage?, ?cease-fire competition?, ?false disadvantage or on-hand disadvantage?, ?potential weakness?, ?dangerous warning? and ?head-on competition?. Research limitations/implications The paper extends the methodology to more cases, and other service industries to test further the discriminatory power of the model and to explore the descriptors in the IPBV vector model. Alternative seven-point or nine-point Likert scales could be explored to test the discriminant validity using means. The alternative IPA diagonal approach focussing on GAP analysis may reveal alternative interpretations for the IPBV vector model. Other extended models of IPA, which include competitor analysis, should be compared in practice using a data set where both quantitative and qualitative data could be generated. Practical implications The paper proposes the two-dimensional IPBV model which retains the advantages of IPA, but also includes competitor or benchmark comparisons which enable organisations to analyse their relative competitive position. The two-part model provides both quantitative information and qualitative interpretation of relativities. The graphical matrix models provide simple quantitative analysis of attributes, whilst the IPBV vector model provides qualitative interpretations of the eight competitive market positions. Vector analysis enables the development of competitive strategies relative to benchmarks, or within a competitive set. Importance is retained and means that organisations can benchmark against a range of competitors prioritising specific attributes for resource allocation. Social implications The interpretive utility of the model should be explored with practitioners and decision makers in the service industries. The model has been designed for practical use in industry to inform operational and strategic decision making, its usefulness in practice should be explored and the attitudes of practitioners to the model should be tested. Originality/value Traditional approaches to benchmarking have adopted a one-dimensional approach that does not include a measure of the relative importance of the service quality dimensions in specific markets. This research develops a two-dimensional advanced model of IPA, called IPBV, which is based on vector relationships between key attributes of service quality. These vectors are explored and described in competitive terms and the model is discussed with regard to its implications for industry, practitioners and researchers.
Link: http://dx.doi.org/10.1108/JSTP-06-2017-0103 [Google]
Rory Francis, M., R.-B. Rebekah, Z. Nadia and K. Kerri-Ann (2018): Designing gamified transformative and social marketing services: An investigation of serious m-games, Journal of Service Theory and Practice, 28(1), pp.26-51
Purpose The purpose of this paper is twofold: first, to extend transformative service and social marketing practitioners? and academics? understanding of how gamification and serious m-games are designed, and second, to model the effects of game design elements on key transformative service and social marketing outcomes, satisfaction, knowledge, and behavioural intentions. Design/methodology/approach The research adopted a two-study, mixed-method research design, encompassing focus groups (n=21) and online surveys (n=497), using four current marketplace serious m-games. Study 1 was qualitative and the data were analysed in two cycles using an inductive and deductive approach. Study 2 was quantitative and the data were analysed using PLS-SEM. Findings The qualitative results of Study 1 discovered a framework of five game design elements for serious m-games. In Study 2, a conceptual model and hypothesised relationships were tested at a full sample level and by each serious m-game. Results show different significant relationships for each serious m-game and moderate to high levels of explanation for satisfaction and knowledge, and low to high levels of explained variance for behavioural intentions. The findings are therefore not only robust across four different serious m-games, but also demonstrate the nuances of the relationships. Originality/value This research contributes to two service research priorities: leveraging technology to advance services, and improving well-being through transformative services. This research demonstrates that gamification through serious m-games is one form of technology that can be designed to create a satisfying and knowledge-creating service experience, which can also influence intentions to perform health and well-being behaviours.
Link: http://dx.doi.org/10.1108/JSTP-02-2017-0034 [Google]
Eija, V., M. Miia and O. Roland (2017): Business customers’ readiness to adopt manufacturer’s new services, Journal of Service Theory and Practice, 28(1), pp.52-78
Purpose For successful servitization, manufacturing firms must understand how their customers adopt new services. The purpose of this paper is to explore customers? readiness for a manufacturer?s new services to complement its goods. The goal is to increase knowledge of the aspects that manufacturers should consider when bringing new kinds of services to market. Design/methodology/approach A qualitative case study design is used to analyze readiness for services and interest in service adoption in three customer firms of a manufacturer. The interview data were collected from 14 persons at customer sites and were content analyzed. Findings The results show that readiness ? a concept that is often used in the field of technology ? is relevant also for the service adoption process. In a business-to-business context, readiness for service adoption concerns the individual and organizational levels, and hence a new dimension of organizational culture and habits had to be added to the concept that originally focuses on individuals. People consider different factors when making consecutive decisions during the service adoption process and these factors can vary even within a company. The cornerstone for new service adoption is the customer firm?s actual need for the service. Originality/value The results offer new knowledge about service adoption in a business-to-business context by taking a customer firm?s perspective. They, thus, complement previous studies on the supplier perspective of servitization and service adoption in consumer business. The contributions help manufacturers focus their efforts when bringing new services to market.
Link: http://dx.doi.org/10.1108/JSTP-03-2017-0053 [Google]
Run Hong, N. and F. Ying (2017): An exploratory study of online review management in hospitality services, Journal of Service Theory and Practice, 28(1), pp.79-98
Purpose More and more customers refer to online reviews before making any purchasing decisions thanks to the increasing popularity of social media and online shopping. This phenomenon has caught the attention of business managers who are increasingly aware that online reviews provide great opportunities to connect with current and potential customers. However, both practices and research on online review management from the businesses? perspective are fragmented. The purpose of this paper is to develop an integrative framework that includes the key dimensions of an online review management system. Design/methodology/approach Based on the Grounded Theory approach, the authors conducted a multiple case study by analyzing the interviews with 11 hospitality services. Findings The authors found that an online review management system should go beyond the current norm of response management to incorporate key dimensions of formality, centralization, specialization, response customization, integration and review analytics. Practical implications The study provides a systematic guideline for online review management practices. The framework can be used as a tool for a business to evaluate existing online review management practices and develop/refine its online review management system. Originality/value The study contributes to online review management literature by developing a comprehensive framework to understand the structure and processes of online review management. The key dimensions of an online review management system identified in this study provide an initial measurement model for the online review management construct. Furthermore, the study provides a springboard for future empirical validation and refinement of the key factors for effective online review management.
Link: http://dx.doi.org/10.1108/JSTP-09-2016-0158 [Google]
Chiehyeon, L., K. Min-Jun, K. Ki-Hun, K. Kwang-Jae and P. M. Paul (2017): Using data to advance service: managerial issues and theoretical implications from action research, Journal of Service Theory and Practice, 28(1), pp.99-128
Purpose The proliferation of (big) data provides numerous opportunities for service advances in practice, yet research on using data to advance service is at a nascent stage in the literature. Many studies have discussed phenomenological benefits of data to service. However, limited research describes managerial issues behind such benefits, although a holistic understanding of the issues is essential in using data to advance service in practice and provides a basis for future research. The purpose of this paper is to address this research gap. Design/methodology/approach ?Using data to advance service? is about change in organizations. Thus, this study uses action research methods of creating real change in organizations together with practitioners, thereby adding to scientific knowledge about practice. The authors participated in five service design projects with industry and government that used different data sets to design new services. Findings Drawing on lessons learned from the five projects, this study empirically identifies 11 managerial issues that should be considered in data-use for advancing service. In addition, by integrating the issues and relevant literature, this study offers theoretical implications for future research. Originality/value ?Using data to advance service? is a research topic that emerged originally from practice. Action research or case studies on this topic are valuable in understanding practice and in identifying research priorities by discovering the gap between theory and practice. This study used action research over many years to observe real-world challenges and to make academic research relevant to the challenges. The authors believe that the empirical findings will help improve service practices of data-use and stimulate future research.
Link: http://dx.doi.org/10.1108/JSTP-08-2016-0141 [Google]
Zhou, L., J. Yu, M.-Y. Wu, G. Wall and P. L. Pearce (2018): Seniors’ seasonal movements for health enhancement, Service Industries Journal, 38(0), pp.27-47
Seasonal migration is an emerging trend among seniors in China. In comparison with the lifestyle-oriented migrations of seniors in much of the western world, Chinese seniors often travel with a focus on improving their health and longevity. Adapting the concept of a therapeutic landscape, the changes experienced by seniors with health problems who visit Bama County, a remote area in southwest China well-known for the longevity of its residents, are explored through personal observation and in-depth interviews. All seniors reported improvements, to different degrees, in their physical, mental and social health. These positive transformations were attributed to the therapeutic physical, social and symbolic landscapes of Bama, as well as to the seniors’ proactive actions and their positive mindset. Implications are offered to the service industry, especially the broad tourism and hospitality industry, that is interested in attracting and catering to the aging Chinese population.
Link: http://dx.doi.org/10.1080/02642069.2017.1365139 [Google]
Suess, C. and M. Mody (2018): The influence of hospitable design and service on patient responses, Service Industries Journal, 38(0), pp.127-147
A study of 216 respondents examined a medical center environment’s influence on patient responses. A stimulus–organism–response (S-O-R) model was adapted to the theory that more hospitable healthcare servicescape elements will affect patients’ overall satisfaction with healthcare experience, loyalty intentions, and willingness to pay out-of-pocket expenses for healthcare services. Servicescape elements included atmospherics of the healthcare environment, service delivery by healthcare staff, physical design of the healthcare environment, and wayfinding. Results of structural equation modeling confirmed that the four servicescape elements – had a significant impact on patients’ overall satisfaction with the healthcare experience. Furthermore, overall satisfaction with the healthcare experience predicted patients’ loyalty intentions and willingness to pay out-of-pocket expenses for healthcare services. The study makes a significant contribution to the empirical modeling of patients’ behavioral responses to hospitable healthcare environments.
Link: http://dx.doi.org/10.1080/02642069.2017.1385773 [Google]
Rai, R. S. (2018): Facilitating transformative change in medication adherence practices, Service Industries Journal, 38(0), pp.48-66
This article explores how healthcare consumer collectives integrate self-service technology as part of their everyday lives on a long-term basis. Combining previously published research with data collected from field observations, in-depth interviews and focus groups, the author uncovers distinct adoption styles and then links these to well-being in a chronic healthcare context. Importantly, findings from the research suggest that successful long-term adoption of new technology depends not only on improving a targeted practice (medicating patients in this case), but also other affected everyday practices in the lives of consumers. By drawing on insights from the literature of service-dominant logic and practice theory, the author identifies ‘value-in-context’ and ‘lifestyle fit’ that underlie resource integration in medication adherence. Four adoption styles were uncovered, in which two in particular, ‘door opener’ and ‘transformative change,’ should be emphasized by healthcare managers and developers as they tend to be associated with higher well-being.
Link: http://dx.doi.org/10.1080/02642069.2017.1369967 [Google]
Mu, Y., B. Bossink and T. Vinig (2018): Employee involvement in ideation and healthcare service innovation quality, Service Industries Journal, 38(0), pp.67-86
This study hypothesizes and empirically tests the influence of involvement of (1) frontline employees and (2) top managers in ideation process on healthcare service innovation quality. Based on data from 168 service innovation projects in Dutch healthcare organizations, the empirical results indicate that frontline employee involvement and top management involvement in, respectively, idea generation and idea application both improve the quality of healthcare service innovation. We find that the positive effect of frontline employee involvement is stronger under the condition of higher service innovativeness. In the direct relationship of top management involvement and healthcare service innovation quality, our data do not show such a moderating effect. The key and general managerial implication of the findings is that healthcare organizations are inspired to involve frontline employees in the idea generation processes and involve top managers in the idea application processes of service innovation projects, in order to improve innovation quality.
Link: http://dx.doi.org/10.1080/02642069.2017.1374374 [Google]
Klaus, P. (2018): Luxury patient experience (LPX): review, conceptualization, and future research directions, Service Industries Journal, 38(0), pp.87-98
The article offers a much-needed definition and conceptualization of the luxury patient experience (LPX) through applying customer experience (CX) theory to the patient experience (PX). The author highlights the important differences between the luxury patient, regular patient, and/or patient on the bottom of the service pyramid. The article proposes the implications these differences have for successfully managing the luxury patient experience. Based upon an investigation of prior customer experience and patient experience research, the article submits a definition of both, patient experience and luxury patient experience. The luxury patient experience conceptualization will influence service providers and their experience design and implementation practices. The article outlines fruitful avenues for future research in the patient luxury experience domain by proposing a shift from healthcare to wealthcare.
Link: http://dx.doi.org/10.1080/02642069.2017.1377190 [Google]
El-Manstrly, D. and M. S. Rosenbaum (2018): Encouraging male participation in cancer resource centers, Service Industries Journal, 38(0), pp.114-126
This research investigates reasons why male cancer patients may refrain from patronizing cancer resource centers. By drawing upon a wide range of research from the social sciences and visual design literatures, the authors put forth original propositions that suggest how cancer resource center managers can manipulate a center’s servicescape, or built environment, as well as its service offerings, website design, and printed communications to attract more male cancer patients. Despite the inherent challenges of discussing gender in cancer care and limitations to its generalizability in all settings, this research reveals that differences exist regarding the way men and women respond to cancer resource center marketing initiatives. Given the profound benefits that cancer resource centers often assume in a cancer patient’s life, including a decreased mortality rate, we encourage service marketing and public health researchers, as well as cancer resource center directors, to consider the propositions put forth in this paper.
Link: http://dx.doi.org/10.1080/02642069.2017.1402008 [Google]
Chrysikou, E., C. Tziraki and D. Buhalis (2018): Architectural hybrids for living across the lifespan: lessons from dementia, Service Industries Journal, 38(0), pp.4-26
The built environment is essential for well-being at old age. The theory of salutogenesis, focusing on health, rather than the disease itself, provides evidence that space contributes to health and well-being. This has influenced healthcare architecture through facilities designed to support well-being. So, increasingly healthcare facilities aim to look like hotels to improve user experience. This retains conceptual and usage gaps between hospitality and healthcare but supports cross-fertilization of best practice. This paper explores possibilities of synergies between healthcare facilities and hospitality industry. Appropriate services and well-being across the lifespan is the ultimate objective, and the physical environment is critical in that provision. Examining the architectural typology of the dementia village as case study, it explores healthcare–hospitality hybrids. Learning from both domains can contribute to silver economy while providing the aging population with enhanced environment. Aging population and stakeholders in this ecosystem can benefit from these synergies.
Link: http://dx.doi.org/10.1080/02642069.2017.1365138 [Google]
Anderson, S., L. Nasr and S. W. Rayburn (2018): Transformative service research and service design: synergistic effects in healthcare, Service Industries Journal, 38(0), pp.99-113
This conceptual paper answers the question: How do we design service experiences in whole to increase the well-being of all participants in the healthcare system – patients, families, and caregivers? In order to do so, we position service design as an essential tool and even a mindset needed for transformative service research success. We discuss the transformative role service design plays in improving service and consumer entities’ well-being with a focus on how this approach can lead to improved healthcare service outcomes. We also add to the conversation surrounding service and consumer entities’ well-being by broadening the concept and application of service design to consider social, existential, psychological, and physical well-being. We particularly explore how healthcare services can benefit from furtherconsumer engagementandcollaborative patient–provider relationships, two key factors essential for redesigning the industry.
Link: http://dx.doi.org/10.1080/02642069.2017.1404579 [Google]
