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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Tu, R., W. Feng, C. Lin and P. Tu (2018): Read into the lines: the positive effects of queues, Journal of Service Theory and Practice, 28(5), pp.661-681
Purpose Companies work hard to reduce queue lengths due to the common belief that queues in general are undesirable. Extant literature mainly has focused on the negative consequences of queues and overlooked the potential positive effects. The purpose of this paper is to address the benefits of queues by examining how consumers of different segments may read into the lines (queues) as well as why and when positive effects occur. Design/methodology/approach Applying and integrating psychology and marketing theories, the study develops a model with several propositions to identify and explain the mechanism and conditions under which queues have positive effects. Findings Contrary to conventional belief, queues may serve as positive signs. In certain segments, consumers can perceive a queue as a reflection of superior service/product quality, an opportunity to fulfill the need(s) for self-uniqueness or social inclusion or an avenue to avoid social exclusion. In addition, the benefits of long queues may come from consumers? joining a line to seek desirable outcomes/gains based on their attribution of the queue, and consumers? prefactual thinking that regards ?not joining? the queue as potential losses. Furthermore, the magnitude of such effects depends on queue distinctiveness, choice heterogeneity, consumption hedonism and performance uncertainty. Originality/value This paper explains how, why and when a long queue can be read as positive cues and benefits both the firms and target/potential consumers. The authors demonstrate the psychological mechanisms of joining a queue based on attribution and prefactual thinking, and identify conditions under which positive queue effects are most likely to occur.
Link: http://dx.doi.org/10.1108/JSTP-07-2017-0119 [Google]
Moon, T. W. and W.-M. Hur (2018): Go home and kick the dog: Spillover effects of experienced coworker incivility on customer-directed counterproductive work behavior, Journal of Service Theory and Practice, 28(5), pp.554-575
Purpose The purpose of this paper is to examine the spillover effects of coworker incivility on customer-directed counterproductive work behavior (CWB) and how emotional exhaustion mediates the relationship between them. The authors predicted that job calling and perceived organizational support (POS) would moderate the relationship between experienced coworker incivility and service employees? emotional exhaustion, respectively. Design/methodology/approach Survey data from 252 frontline employees working at six full-service luxury hotels in South Korea were examined. Findings The results indicated that experienced coworker incivility was positively related to customer-directed CWB. In addition, the relationship between experienced coworker incivility and customer-directed CWB was mediated by emotional exhaustion. Finally, employees? job calling attenuated the positive effects of experienced coworker incivility on customer-directed CWB. The theoretical and practical implications of this study are discussed, together with its limitations and future research directions. Originality/value The main contribution of the study is to provide an empirical framework for how instances of coworker incivility spillover, which lead to the target employee?s customer-directed CWB through emotional exhaustion, and how personal (e.g. job calling) may buffer against negative effects.
Link: http://dx.doi.org/10.1108/JSTP-03-2018-0052 [Google]
Marino, V. and L. Lo Presti (2018): Engagement, satisfaction and customer behavior-based CRM performance: An empirical study of mobile instant messaging, Journal of Service Theory and Practice, 28(5), pp.682-707
Purpose In recent years, marketers have adopted new technologies to engage customers and better meet customer needs throughout the customer journey. The purpose of this paper is to investigate the impact of consumer engagement on satisfaction and behavior-based CRM performance generated by mobile instant messaging (MIM) services. The objective is to verify which aspects of consumer engagement generate satisfaction and optimize customer relationship management. Design/methodology/approach Data were made available for analysis from an online survey on customers who had been contacted or had contacted an organization by means of MIM. Based on literature analysis, relations between customer engagement dimensions, satisfaction and behavior-based CRM performance were studied by using structural equation modeling. Findings The cognitive engagement dimension and the emotional engagement dimension affect the level of satisfaction, but only the emotional engagement dimension has an effect on the behavior-based CRM performance, while social engagement does not affect satisfaction and CRM performance. Moreover, this study confirms the relationship between customer satisfaction and customer behavior-based relationship performance. Practical implications MIM used as support to the relationship with customers contributes to generating customer satisfaction and increases the value of service performance revealing it an excellent marketing tool in support of the customer journey. Originality/value This research extends our understanding of customer engagement in the ambit of the instant messaging application used for business that so far has not been investigated. This work shows how instant messaging can be a valid instrument for customer relationship management in optimizing the benefits deriving from the adoption of disruptive innovations.
Link: http://dx.doi.org/10.1108/JSTP-11-2017-0222 [Google]
Kleinaltenkamp, M., D. Corsaro and R. Sebastiani (2018): The role of proto-institutions within the change of service ecosystems, Journal of Service Theory and Practice, 28(5), pp.609-635
Purpose The purpose of this paper is to examine the role of proto-institutions that are new institutional subsystems that subsequently affect the current institutional arrangements in the evolution of service ecosystems. Design/methodology/approach To shed light on the mode of action of proto-institutions, the authors investigate the changes of three service ecosystems in Italy: the health care ecosystem, the food-supply ecosystem and the urban mobility ecosystem. Findings First, the paper elucidates how changes of service ecosystems are triggered by megatrends that are external to specific service ecosystems. Second, the study empirically shows how service ecosystems and their institutional settings change through the establishment of proto-institutions. Originality/value Responding to recent calls to investigate in more detail how actors challenge dominant social patterns and to conduct research to better understand how changes at the level of individual actors may lead to shifts within overall service ecosystems, this paper is one of the first to empirically study the relationships between phenomena that are external to service ecosystems, the emergence of proto-institutions and the resulting changes of institutional arrangements.
Link: http://dx.doi.org/10.1108/JSTP-12-2017-0241 [Google]
“Miracle” Qi, J., A. E. Ellinger and G. R. Franke (2018): Work design and frontline employee engagement, Journal of Service Theory and Practice, 28(5), pp.636-660
Purpose In response to calls for the identification of approaches that promote frontline employee (FLE) engagement, the purpose of this paper is to extend the current understanding of the influence of work design by testing competing mediating models that assess job resource and social exchange aspects of work design as either intermediate or antecedent mechanisms in reciprocal social exchanges between service provider firms and FLEs. Moderating effects of interactions between job resources and organizational support and customer focus on engagement are also assessed. Design/methodology/approach A questionnaire is administered to 525 FLEs from multiple service industries. Structural equation modeling is used to test hypotheses and examine their robustness relative to competing models. Common method bias is assessed using a confirmatory factor analysis marker variable technique. Findings Organizational support and customer focus are identified as proximal mediating social exchange aspects of work design that, consistent with role-specific conceptualizations of engagement, differentially influence FLE job and organization engagement. Practical implications The study findings offer insight about how firms can implement job resource and social exchange aspects of work design to favorably influence FLE engagement. Originality/value Services marketing research continues to focus more on service recipients than on FLE service providers. The examination of reciprocal social exchanges between service provider firms and FLEs sheds light on the complexities associated with exploiting aspects of work design to more effectively engage FLEs.
Link: http://dx.doi.org/10.1108/JSTP-04-2017-0061 [Google]
Baradarani, S. and H. Kilic (2018): Service innovation in the hotel industry: culture, behavior, performance, Service Industries Journal, 38(0), pp.897-924
The aim of this study is to focus on the service innovation culture (SIC) in the formation of frontline employees’ (FLE) innovation performance based on two fit theories. More specifically, the research evaluates and examines the mediating role of challenge-oriented citizenship behavior (COCB) and charged behavior in the aforementioned relationship. To test the hypotheses, two-step structural equation modeling with bootstrapping estimation was conducted in AMOS, using data from 215 full-time frontline hotel employees over a one-month time period. This study establishes that the development of a SIC is positively related to the innovation performance of FLE. Likewise, the results indicate that there is a partially mediating role for the COCB and expanded charged behavior (encompassing vitality and creative self-efficacy) of FLE in the relationship between SIC and innovation performance. The findings of this study highlight the need for managers to incorporate a secure and trusting work environment so FLE will eagerly participate in the service innovation process by voicing their novel ideas. Managers can also consider the significance of the employee selection procedures and take advantage of employing university graduate for frontline service jobs.
Link: http://dx.doi.org/10.1080/02642069.2017.1420172 [Google]
Chen, C.-W. and N.-H. Lien (2018): Consumer evaluations of service co-branding, Service Industries Journal, 38(0), pp.995-1016
Rooted in signaling theory, this paper investigates the effects of co-branding structure, category fit, and types of sales promotion on consumers’ evaluations of service brand alliance. Results of a 2 × 2 × 2 experiment with co-branded credit cards as the focal product show that an equals co-branding structure (combination of two equally strongly established brands) is more likely to have greater consumer evaluations than any major-minor structure. The alliance of a low-equity host brand and a high-equity partner tends to enjoy better consumer evaluations than the arrangement of a high-equity host brand and a low-equity partner does, demonstrating a dominating effect. Category fit, which stands for signal consistency, positively moderates the relationships between co-branding structure and consumer evaluations. For any major-minor structure, consumers evaluate brand alliance with non-monetary promotion more favorably than that with monetary promotion. For equals co-branding structure, however, promotion type does not influence co-branding evaluations.
Link: http://dx.doi.org/10.1080/02642069.2018.1427738 [Google]
Hoque, M. E., N. M. H. Nik Hashim and M. A. Razzaque (2018): Effects of communication and financial concerns on banking attitude-behaviour relations, Service Industries Journal, 38(0), pp.1017-1042
Despite extensive discussion of the concept of Islamic banking, which is based on the fundamental doctrines of Islamic law (Shariah) and Islamic economics (prohibition of interest and profit-loss sharing), few studies have explored the factors that potentially affect behaviour intentions among customers. This study investigates direct and moderating effects of communication and financial factors on customer attitudes and behavioural intentions towards Islamic banking. Data were collected from the customers of Islamic banks and the Islamic banking divisions of conventional banks in Malaysia using online surveys. The hypotheses were tested using hierarchical regression analysis. The results suggest that relationship marketing, informative advertising, perceived benefits, and profit-loss sharing are important determinants of behavioural intentions among both Muslim and non-Muslim customer groups. This study also found moderating effects for most of the conceptualized moderating variables, particularly attitude interactions with informative advertising, ease of online banking, and the principle of profit-loss sharing. There are both notable similarities and differences in the results for the two customer groups. The findings imply that different strategies should be used both to retain existing customers and attract new ones.
Link: http://dx.doi.org/10.1080/02642069.2018.1428954 [Google]
Wang, E. S. T. and C.-L. Lin (2018): How work design characteristics affect service employees’ work-family conflicts, Service Industries Journal, 38(0), pp.925-947
Despite scholars acknowledging that the five core job characteristics (i.e. skill variety, task significance, task identity, autonomy, and feedback) significantly positively influence employees’ psychological states (i.e. job meaningfulness, job responsibility, and results knowledge), few researchers have empirically studied how these job characteristics and psychological states are related to job involvement and work-family conflict (WFC). Research data were collected by conducting a survey of service employees through a market survey website. A total of 714 valid questionnaires were eventually collected, and structural equation modeling analysis was applied to the data. The results confirmed that skill variety and job involvement have a positive direct influence on WFC, whereas task feedback significantly decreases WFC. Additional analysis suggested that the five core job characteristics indirectly influence WFC through perceived job meaningfulness, responsibility, knowledge of results, and job involvement. The managerial implications for service managers developing employee work design strategies are provided.
Link: http://dx.doi.org/10.1080/02642069.2017.1421635 [Google]
Horodnic, A. V., A. Apetrei, F.-A. Luca and C.-I. Ciobanu (2018): Rating healthcare services: consumer satisfaction vs. health system performance, Service Industries Journal, 38(0), pp.974-994
The complex healthcare services and the consumer’s lack of technical knowledge to assess them engender a debate over using consumer satisfaction ratings as a quality-of-care marker. This paper aims firstly to investigate the effect of socio-demographic, socio-economic and spatial characteristics on the perception of quality of healthcare and secondly to evaluate the relationship between consumer satisfaction and health system performance. Reporting a Eurobarometer survey and the scores of the Euro Health Consumer Index, the finding is that some socio-demographic groups are more likely to get unsatisfied with healthcare services than others (e.g. women, those over 24 years old, those who self-define themselves as working class). Moreover, a strong relationship is revealed between consumer satisfaction and health system performance. The higher the performance of a health system, the higher the propensity to have consumers with positive perception of the healthcare services (satisfied consumers). The implications of the findings are then discussed.
Link: http://dx.doi.org/10.1080/02642069.2018.1426752 [Google]
van Tonder, E. and D. J. Petzer (2018): The interrelationships between relationship marketing constructs and customer engagement dimensions, Service Industries Journal, 38(0), pp.948-973
The study examines the interrelationships between selected relationship marketing constructs, namely customer satisfaction, trust, perceived value and commitment, and their effect on the dimensions underlying customer engagement. The study is quantitative and an explanatory research design was followed. A total of 489 self-administered questionnaires were collected from customers of short-term insurance providers on the basis of convenience. Customer satisfaction impacts positively on affective commitment and trust. Customer value also impacts positively on affective commitment and trust, while trust impacts positively on affective commitment. Affective commitment in turn impacts positively on the four customer engagement dimensions: interaction, attention, absorption and affection. The research findings offer an initial understanding of the interrelationships between key relationship marketing constructs and their ultimate effect on various customer engagement dimensions. These matters have received little attention in marketing research, and knowledge of the proposed relationships may lead to further research on this topic.
Link: http://dx.doi.org/10.1080/02642069.2018.1425398 [Google]
