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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S. Smith, J., J. Jayaram, F. Ponsignon and J. S. Wolter (2019): Service recovery system antecedents: a contingency theory investigation, Journal of Service Management, 30(2), pp.276-300
Purpose: The purpose of this paper is to examine the influence of different antecedent factors (contingencies) on the design of a service recovery system (SRS). Design/methodology/approach: A conceptual model was framed and a series of hypotheses generated and tested using data from 158 practicing managers using a multivariate general linear modeling technique. Findings: The analyses indicated that firms, by and large, mainly considered environmental factors in the SRS design. Additional evidence suggests that managers do consider other contingencies but may do so in a fragmented manner. The results presented herein indicate that firms design back-office aspects of SRS in response to external factors (i.e. the environmental contingency). In contrast, the front-office components appear to have more diverse antecedents but are strongly influenced by the firm’s recovery orientation. The specific recovery practices appear to be implemented per industry standards. In sum, evidence indicates that there are diverse driving factors to total SRS design. Research limitations/implications: Limitations are based primarily on the methodology as data were obtained from a single person who represented the entire SRS. Care was taken in the study design in order not to compromise the validity of the findings. Practical implications: The results indicated that managers responsible for system design need to be holistic in SRS design to more tightly link decisions across multiple contingencies so as to more fully integrate total service system design. This is potentially accomplished through the inclusion of aspects of all relevant contingencies when designing recovery systems. Originality/value: This paper’s main contribution is that it employs established theory to develop and test a model to show that firms consider multiple contingencies while designing SRS. It contributes to the emerging body of work on SRS design by providing insights that can be considered as driving forces behind the design of SRS.
Link: http://dx.doi.org/10.1108/JOSM-01-2018-0026 [Google]
Schallehn, H., S. Seuring, J. Strähle and M. Freise (2019): Defining the antecedents of experience co-creation as applied to alternative consumption models, Journal of Service Management, 30(2), pp.209-251
Purpose: The purpose of this paper is to propose a conceptual framework of experience co-creation that captures the multi-dimensionality of this construct, as well as a research process for defining of the antecedents of experience co-creation. Design/methodology/approach: The framework of experience co-creation was conceptualized by means of a literature review. Subsequently, this framework was used as the conceptual basis for a qualitative content analysis of 66 empirical papers investigating alternative consumption models (ACMs), such as renting, remanufacturing, and second-hand models. Findings: The qualitative content analysis resulted in 12 categories related to the consumer and 9 related to the ACM offerings that represent the antecedents of experience co-creation. These categories provide evidence that, to a large extent, the developed conceptual framework allows one to capture the multi-dimensionality of the experience co-creation construct. Research limitations/implications: This study underscores the understanding of experience co-creation as a function of the characteristics of the offering – which are, in turn, a function of the consumers’ motives as determined by their lifeworlds – as well as to service design as an iterative approach to finding, creating and refining service offerings. Practical implications: The investigation of the antecedents of experience co-creation can enable service providers to determine significant consumer market conditions for forecasting the suitability and viability of their offerings and to adjust their service designs accordingly. Originality/value: This paper provides a step toward the operationalization of the dimension-related experience co-creation construct and presents an approach to defining the antecedents of experience co-creation by considering different research perspectives that can enhance service design research.
Link: http://dx.doi.org/10.1108/JOSM-12-2017-0353 [Google]
Su, Y. and T. Kunkel (2019): Beyond brand fit: The influence of brand contribution on the relationship between service brand alliances and their parent brands, Journal of Service Management, 30(2), pp.252-275
Purpose: The purpose of this paper is to examine the underlying mechanism of the spillover effect from a service brand alliance to its parent brand at the post-consumption stage. Design/methodology/approach: Online surveys were used to collect both qualitative and quantitative data from participants of an actual event. Conceptual models were developed and tested on two cross-sectional samples using structural equation modeling. Findings: Results demonstrate perceived brand contribution and consumer involvement mediate the relationship between the service brand alliance experience and the evaluation of its parent brand at the post-consumption stage. While perceived brand fit had an indirect effect on the parent brand, the spillover was mostly driven by service alliance experience and perceived brand contribution. Practical implications: Findings indicate brand managers should focus on consumers’ brand experience of the service brand alliance to drive spillover evaluations to the parent brand, and organizations could extend brand alliances to services with low category fit to the parent brand if consumers are to have a good experience with the service brand alliance. Originality/value: This research extends findings on brand alliance research that was based on hypothetical brands and indicated that the spillover effect from a brand alliance to the parent brand is influenced by perceived brand fit. The findings highlight the importance of consumer experiences in driving the spillover effect at the post-consumption stage, where consumers evaluate brand relationships from a value-added perspective that goes beyond the service category fit.
Link: http://dx.doi.org/10.1108/JOSM-02-2018-0052 [Google]
Valtakoski, A., J. Reynoso, D. Maranto, B. Edvardsson and E. Maravillo Cabrera (2019): Cross-country differences in new service development: The moderating effects of national culture, Journal of Service Management, 30(2), pp.186-208
Purpose: The purpose of this paper is to test how national culture may help to explain cross-country differences in new service development (NSD) by comparing the impact of NSD success factors between Mexico and Sweden. Design/methodology/approach: Eight hypotheses based on prior literature on NSD and national culture were tested using covariance-based structural equation modeling and survey data from 210 Mexican and 173 Swedish firms. Findings: Launch proficiency and customer interaction had a positive impact on NSD performance with no difference between the two cultures. NSD process formalization did not have clear positive impact on NSD performance but had a statistically significantly stronger impact in the structured culture (Mexico). Team empowerment affected NSD performance positively, but the difference between cultures was non-significant. Research limitations/implications: The impact of national culture depends on the type of NSD success factor. Some factors are unaffected by the cultural context, while factors congruent with the national culture enhance performance. Factors incongruent with national culture may even hurt NSD performance. Practical implications: When choosing priorities in NSD improvement, managers need to consider the national culture environment. Originality/value: Paper directly tests how national culture moderates NSD performance using primary data. Findings suggest that the effects of NSD success factors are contingent on congruence with national culture.
Link: http://dx.doi.org/10.1108/JOSM-05-2018-0134 [Google]
Benoit, S., J. Hogreve, C. Sichtmann and N. Bilstein (2019): Professionalism Kills the Trading Star: Explaining Member Participation in Trading Communities, Journal of Service Management Research, 3 (2), pp. 54-65, https://rsw.beck.de/zeitschriften/smr/current-issue
Trading communities provide non-commercial members with an online platform on which to exchange goods. Its success depends on member participation; however, little is known about its drivers. Based on literature we identify five drivers. To capture their impact over time, we test a latent growth curve model with longitudinal data, comparing the effects at an initial point of time with their impact on the growth of member participation over three subsequent periods. The results show that providers’ responsiveness and community identification have a positive effect on the initial level, but not on growth. Members’ enjoyment has no level effect, but a growth effect. Only role clarity has an impact on level and growth. Interestingly, co-members’ cooperation weakens member participation, which leads us to conclude that too much cooperation -which appears as professionalism in a trading community -‘kills’ member participation. We conclude with theoretical and managerial implications.
Florian Becker, Stephanie Bothe, Karsten Hadwich and Mareike Falter (2019): Delightful Service Innovations in the Context of Technology-Based Self-Services – Scale Development and Validation, Journal of Service Management Research, 3 (2), pp. 66-81; https://rsw.beck.de/zeitschriften/smr/current-issue
Technology-based self-services as service innovations are particularly interesting. Although service and innovation scholars agree that by developing successful service innovations, customer involvement and customer delight play an important, current measurements neglect customers’ affective perceptions. Thus, the purpose of the current article is to develop a reliable and valid scale of delightful service innovations which incorporates aspects of a new services which delight the customers. Based on comprehensive validation procedures, delightful service innovations are formed by six dimensions: sustainability, convenience, social status, playfulness, trustworthiness, and interactivity. Furthermore, delightful service innovation has positive effects on customer loyalty and positive word of mouth. The results are discussed with reference to innovation research and practice.
Hantel, S. and Benkenstein, M. (2019): Roommates in Hospitals – A New and Relevant Dimension of Health Care Quality Models,Journal of Service Management Research, 3 (2), pp. 82-90, https://rsw.beck.de/zeitschriften/smr/current-issue
The roommate is the person with whom the patient spends the most time during hospitalization. Past studies show that the roommate influences the patient in a hospital room. This research tests whether the relationship to the roommate should be included as a dimension in health care quality models. Thus, a pre-study was conducted to develop a measurement for the roommate, as there is no measurement for this construct at present. The main study investigated the influence of the roommate, physicians, nurses and other known influencing factors by means of linear regression. The study confirms the roommates’ influence as a fourth dimension of health care quality. Using the pre-study a roommate scale was developed, which helps to include the roommate in health care quality models. The regression analysis shows that the roommate significantly impacts health care quality in addition to the impact of other quality dimensions, in the study.
Kureck, K. (2019): Risk Reporting in the Banking Sector: Risk Exposure versus Risk Management, Journal of Service Management Research, 3 (2), pp. 91-106, https://rsw.beck.de/zeitschriften/smr/current-issue
This paper investigates the formulation of risk reporting and its influence on individuals’ information processing and judgment and decision-making. In Germany, disclosing companies provide much more information about their risk management system and less about their risk exposure. It is questioned whether this formulation is appropriate to inform the users sufficiently according to the legislators’ aim – i. e., that risk reporting should provide useful information for individuals to decide independently about their current and prospective financial engagement. Using an experimental approach and basing on recent exploratory research another content-related arrangement is examined. The current study shows how another formulation of risk reporting, namely providing more risk exposure and fewer risk management system information, can reduce individuals’ cognitive strain and the possibility of an overload, and can lead to improved performances in individuals’ judgment and decision-making.
Alexander, B. (2019): Commercial, social and experiential convergence: fashion’s third places, Journal of Services Marketing, 33(3), pp.257-272
Purpose: This paper aims to examine the third-place phenomenon, within a fashion context, through the theoretical lens of servicescape and experiential retailing. It identifies third places’ typologies, evolution and adoption and explores the opportunities third places offer to retailers when attempting to connect better with consumers. Design/methodology/approach: Taking a qualitative approach, research was conducted using secondary data sources, observation of 98 retail stores and the shopping-with-consumers technique with 42 informants. Manual thematic analysis and magnitude coding was conducted. Findings: Third-place fashion practices are prevalent and growing. Their predominant functions include sociability, experiential, restorative and commercial. Variances inherent in third places are expounded and a third-place-dimensions model is proposed. Research limitations/implications: Due to the chosen research approach, the results are limited in terms of generalizability to other settings. Several research directions are elucidated, including exploration of fashion third places on consumers’ place attachment within specific sectors; the impact of differing age, gender and geographies on third place meaning; virtual and hybrid forms; retailer motivations; and third-place alliances. Practical implications: The preliminary study serves to support managers to understand how consumers perceive and experience the fashion third place and the potential of the third place to enhance consumer engagement. Originality/value: The research makes a valuable contribution to the dearth of extant literature on third place within the fashion field. It offers a new theoretical perspective on form, function and benefits of third places as a conduit of social-, experiential-, and commercial-experience consumption.
Link: http://dx.doi.org/10.1108/JSM-04-2018-0116 [Google]
Blinda, K., O. Schnittka, H. Sattler and J.-F. Gräve (2019): Implementing effective customer participation for hedonic and utilitarian services, Journal of Services Marketing, 33(3), pp.316-330
Purpose: A distinct view of customer participation in services classifies the characteristics of the participation process as experience- versus outcome-oriented, each of which affects customer participation success uniquely for different types of services (utilitarian vs hedonic). This study aims to investigate if service managers should differentiate and focus on distinct characteristics according to the service types. Design/methodology/approach: Two consumer experiments serve to assess the potential moderating effect of service type on consumer preferences for experience- versus outcome-oriented forms of customer participation. Findings: The two empirical studies affirm the proposed moderating effect of service type on the effect of experience- and outcome-oriented customer participation characteristics. Experience-oriented characteristics work better for hedonic than for utilitarian services, and one study confirms a stronger positive effect of outcome-oriented characteristics for utilitarian services. Research implications: Further research should replicate the experimental findings with a field study. Furthermore, continued research could analyze the mediators of the interaction of co-production characteristics with the service type in greater detail. Practical implications: Managers can design the characteristics of the customer participation processes according to the nature of the service (hedonic vs utilitarian) and, thus, maximize customers’ willingness to pay. Originality/value: This study offers a new perspective on customers’ reactions to customer participation in services: depending on the service type or situation in which a service is being consumed, different customer participation characteristics lead to (financial) success.
Link: http://dx.doi.org/10.1108/JSM-07-2018-0196 [Google]
Fowler, K. and V. L. Thomas (2019): Pay-what-you-want with charitable giving positively impacts retailers, Journal of Services Marketing, 33(3), pp.273-284
Purpose: The purpose of this paper is to investigate, from the perspective of a retailer, which of two philanthropy programs (pay-what-you-want [PWYW] with charitable giving or mere donation) results in more positive impressions of, and behavioral intentions toward, the retailer sponsoring the program. Design/methodology/approach: Two studies investigate the influence of donation format (PWYW with charitable giving versus mere donation) on attitude and behavioral intentions toward the retailer, the second of which also explores equity as the mediating mechanism that produces the more favorable attitudes and intentions. Findings: Results indicate that PWYW with charitable giving is effective at enhancing purchase intentions and attitudes toward the retailer. Specifically, results suggest that the implementation of a PWYW with charitable giving format leads to higher perceptions of equity, ultimately leading to more positive attitudes and higher purchase intentions toward the retailer as compared with a mere donation format. Alternative explanations are examined and ruled out. Originality/value: To date, research predominantly examines PWYW with charitable giving from a pricing perspective and has yet to explore how it compares with other donation campaigns in terms of the impact on consumers’ attitudes and intentions toward the sponsoring retailer. This research fills that gap and contributes to the literature by broadening the perspective by which PWYW with charitable giving is examined. Managerially, the research is important, as it suggests that consumers consider the equity of various donation formats and think more favorably of retailers using more equitable donation campaigns.
Link: http://dx.doi.org/10.1108/JSM-02-2018-0054 [Google]
Harrison-Walker, L. J. (2019): The effect of consumer emotions on outcome behaviors following service failure, Journal of Services Marketing, 33(3), pp.285-302
Purpose: The purpose of this paper is to explore the role of emotions that consumers experience following service failures and to assess the effects of each of these emotions on important behavioral outcomes. Design/methodology/approach: This paper extends the work of Wetzer et al. (2007) and draws upon the existing literature to test a series of research hypotheses tying emotions to four important behavioral outcomes primarily using stepwise regression. Findings: When a service failure occurs, customers experience any of a variety of negative emotions. The effect on behavioral outcomes depends on the specific emotion experienced by the consumer. The current research, which benefits by using retrospective experience sampling, finds that frustration is the predominant emotion experienced by customers following service failure, but that anger, regret and frustration affect behavioral outcomes. Uncertainty also plays a role. Research limitations/implications: Future research should investigate the antecedents of propensity for emotions and predisposition toward industries, as well as the consequences of word-of-mouth (WOM) praise and WOM activity. Additionally, emotions could be examined by service stage. Several other moderators could be investigated, including severity, complaining behavior, repeat occurrence, service importance, remedies and forgiveness, product vs process failures, tenure, gender and age. Practical implications: The current research emphasizes the importance of understanding which emotion is being experienced by a customer following service failure to identify the behavioral outcomes that will be most impacted. The specific managerial implications depend upon the specific emotional response experienced by the customer and are discussed separately for anger, regret and frustration. Service personnel must be trained to recognize and address specific customer emotions rather than to provide a canned or generalized response. Originality/value: To date, there has been little, if any, systematic research into the effects of multiple discrete negative emotions on multiple desirable behavioral outcomes. The current study examines six discrete emotions. Predominant emotions are differentiated from emotional intensity. The behavioral outcomes of reconciliation and reduced share-of-wallet are added to the traditional outcomes of repatronage intentions and negative WOM. While existing research tends to rely on a scenario approach, this study uses the retrospective experience sampling method. The authors distinguish between mixed emotions and multiple emotions. The relative effects of disappointment and regret are examined for each of the four outcomes. Finally, importance-performance map analysis was applied to the findings to prioritize managerial attention. Numerous managerial and research implications are identified.
Link: http://dx.doi.org/10.1108/JSM-04-2018-0124 [Google]
Li, Y., L. Xie, T. Gao and X. Guan (2019): Does being beautiful always help? Contingency effects of physical attractiveness of the service providers on customer response, Journal of Services Marketing, 33(3), pp.356-368
Purpose: This paper aims to explore the physical attractiveness stereotype in service encounters. Specifically, this paper examines how physical attractiveness affects a customer’s response and whether a customer’s social interaction anxiety and the consumption situation moderate this relationship. Design/methodology/approach: Three experiments were used to test hypotheses. Participants were subject to scenarios of varying levels of physical attractiveness (more vs less), social interaction anxiety (high vs low) and consumption situation (private vs public). Customer participation intention and citizenship behavior were measured along scales. Findings: The results indicate that the physical attractiveness of service providers positively affects customer citizenship behavior, and customer participation intention mediates this relationship. However, the effect only exists for a customer with low social interaction anxiety or presents itself under public consumption conditions. Research limitations/implications: This work paints a more nuanced picture of missing links in the understanding of the influence of service providers’ physical attractiveness. It enriches the physical attractiveness stereotype literature by identifying the mediating role of customer participation intention while bounding the relationship within conditions related to a customer’s social interaction anxiety and the service consumption situation. Practical implications: Management may alter the performance of service employees by considering the employee’s physical attractiveness and gauging customer social interaction anxiety while keeping in mind the consumption situation. Originality/value: This study advances physical attractiveness stereotype research by examining its effect on customer participation intention and citizenship behavior in the service industry. Additionally, this study adds customer social interaction anxiety and consumption situation to the existing literature that addresses employee factors affecting customer behavior.
Link: http://dx.doi.org/10.1108/JSM-05-2018-0140 [Google]
Mazzarol, T., G. Soutar and E. Mamouni Limnios (2019): Member loyalty and WOM in co-operative and mutual enterprises, Journal of Services Marketing, 33(3), pp.303-315
Purpose: The purpose of this paper is to present findings from a large-scale survey of members of co-operative and mutual enterprises (CMEs) that examines the factors influencing members’ intentions to remain loyal to the enterprise and to provide word of mouth (WOM). Design/methodology/approach: A model was suggested and tested to examine the interrelationships between constructs measuring emotional, functional and financial value, affective and continuance commitment, intention to remain loyal to a CME and WOM communication. A large sample was drawn from a range of co-operative and mutual enterprises, and the suggested model was estimated using a partial least squares approach. Findings: Significant relationships were found between all constructs. However, emotional value and affective commitment were found to have particularly strong relationships. Emotional value had a strong influence on both affective and continuance commitment, while affective commitment had a strong influence on loyalty and WOM. Originality/value: This paper provides empirical support for suggestions about the factors that influence member loyalty within CMEs and the relative importance of non-financial motivations. It also provides a strong foundation upon which directors and executive managers of CMEs can build more effective member marketing and communications strategies.
Link: http://dx.doi.org/10.1108/JSM-07-2018-0195 [Google]
Riedel, A. and R. F. Mulcahy (2019): Does more sense make sense?An empirical test of high andlow interactive retail technology, Journal of Services Marketing, 33(3), pp.331-343
Purpose: The purpose of this paper is to provide insight into whether “more sense makes sense” when attempting to encourage consumers to purchase retail products using technology; that is, does engaging senses in addition to visual and aural senses, such as haptic touch, through interactive retail technology lead to an easier and more enjoyable consumption experience of retail products for consumers, while also enhancing service provider outcomes? To test this assumption (“more sense makes sense”), this study empirically examines whether differences are present in the consumer experience (usefulness, ease of use and customer-perceived value) and service provider outcomes (satisfaction and purchase intentions) across retail technologies with and without haptic touch enabled. Design/methodology/approach: The study randomly allocated participants to either the haptic touch (haptic touch, visual and aural senses, n = 135) or no haptic touch (visual and aural senses only, n = 182) interactive retail technology condition. The data were analyzed using multivariate analysis of covariance. Findings: The data provide support for the use of high-interactive technology achieved through the inclusion of haptic touch by showing it to provide a more visually appealing, easy to use, enjoyable and entertaining experience. However, the results also provide insight into boundaries of where the use of haptic touch does not significantly increase outcomes. Overall, the results suggest high-interactive retail technology using haptic touch provides a more entertaining experience for consumers, which leads to increased satisfaction with service providers, but this does not translate into a significant increase in purchase intentions. Originality/value: This study examines the consumer and service provider benefits and limitations of using haptic touch in interactive retail technology. The effects of haptic touch for both the consumer and service provider have not previously been empirically examined thoroughly in a technological setting.
Link: http://dx.doi.org/10.1108/JSM-12-2017-0435 [Google]
Tanner, E. C. and L. Su (2019): Reducing perceived vulnerability to increase utilization of nonprofit services, Journal of Services Marketing, 33(3), pp.344-355
Purpose: The purpose of this study is to understand how perceived vulnerability reduces consumers’ willingness to utilize services offered by nonprofit organizations (NPOs). Design/methodology/approach: Three online surveys were conducted across two research contexts to test the proposed model. Hayes’ PROCESS was used to analyze the data. Findings: Perceived vulnerability decreases the perception of relational benefits, which in turn decrease consumers’ commitment to NPOs. Reduced commitment lessens consumers’ willingness to cooperate and acquiesce to organizations’ recommendations. Risk aversion and cognitive ability mediate the relationship between perceived vulnerability and perceived relational benefits. Research limitations/implications: The findings uncover mechanisms through which perceived vulnerability influences perceived relational benefits, contributing to the understanding of behaviors of consumers that perceive vulnerable. This paper does not manipulate consumers’ perceived vulnerability but only measures their perceived vulnerability, limiting the explanatory power of causal relationships between perceived vulnerability and perceived relational benefits. Practical implications: This study can provide some insight for NPOs about how to better serve their target population. To increase willingness to utilize service offerings, NPOs should decrease their perceived risks of new services. Originality/value: This paper clarifies why consumers that perceive vulnerability are not willing to deploy the NPOs’ services which could improve their situation by demonstrating that cognitive ability and risk aversion mediate the relationship between perceived vulnerability and perceived relational benefits.
Link: http://dx.doi.org/10.1108/JSM-12-2017-0434 [Google]
Alrawadieh, Z., E. Karayilan and G. Cetin (2019): Understanding the challenges of refugee entrepreneurship in tourism and hospitality, Service Industries Journal, 39(0), pp.717-740
In recent years, the refugee crisis has emerged as a major global challenge with social, economic, and political implications. Figures indicate that there are currently over 22 million refugees around the world. While refugees are usually regarded as a burden for their host countries, their entrepreneurial ventures might offer significant contributions to local economies. Although refugee entrepreneurship has become significantly evident in several economies, theoretical and empirical research tackling this issue is still scant. This study aims to explore the characteristics of and challenges faced by refugee tourism and hospitality entrepreneurs in Istanbul, Turkey. Drawing on qualitative data collected through 20 semi-structured interviews with refugee tourism and hospitality entrepreneurs, the findings suggest that refugee entrepreneurs were challenged by four key issues; legislative and administrative, financial, socio-cultural and market-related obstacles. The study also offers insights into characteristics of refugee tourism and hospitality entrepreneurs and their integration into their host communities.
Link: http://dx.doi.org/10.1080/02642069.2018.1440550 [Google]
Daunfeldt, S.-O., D. Johansson and H. Seerar Westerberg (2019): Which firms provide jobs for unemployed non-Western immigrants?, Service Industries Journal, 39(0), pp.762-778
Although the refugee immigration crisis is one of the major socio-economic challenges in Europe, we still lack knowledge on what characterizes firms that provide jobs for unemployed immigrants. We provide an answer by investigating firms that recruit unemployed non-Western immigrants using matched employer-employee data from Statistics Sweden. We find large industry differences; firms active in the service sectors, such as the hospitality, transport, and healthcare industries, are much more likely to hire unemployed non-Western immigrants than firms in high-tech and manufacturing industries. In addition, after controlling for educational attainment and industry of occupation, firms with at least one non-Western immigrant manager hire more than four times as many unemployed non-Western immigrants than firms without any non-Western immigrant managers. Public policies that target industries might thus also influence job opportunities for immigrants and, thereby, the possibility of their integration into society.
Link: http://dx.doi.org/10.1080/02642069.2018.1534961 [Google]
Farmaki, A. and P. Christou (2019): Refugee migration and service industries: advancing the research agenda, Service Industries Journal, 39(0), pp.668-683
The recent refugee influx into Europe has attracted considerable academic, political and media attention. Despite the large number of refugees entering Europe, especially following the outbreak of the conflict in Syria, there has been little academic research on the refugee migration-service industries nexus. The minimal attention on the interface between refugee migration and service industries is surprising, considering the impacts of the refugee movement on service sectors and the opportunities for refugee migrants within several service industries. In acknowledging this gap, this paper considers the development of the research on refugee migration within service industries and suggests that future studies distinguish between the terms ‘refugee’ and ‘migrant’, embrace longitudinal studies and consider a macro approach in their investigation to transcend research focus from specific service aspects to service industries as a whole. In drawing conclusions, the paper highlights key research themes and suggests directions for further research.
Link: http://dx.doi.org/10.1080/02642069.2018.1435643 [Google]
McIntosh, A. and C. Cockburn-Wootten (2019): Refugee-focused service providers: improving the welcome in New Zealand, Service Industries Journal, 39(0), pp.701-716
When refugees are resettled into a destination, refugee-focused service providers offer frontline services to ease refugees’ experiences of trauma and marginalisation, providing advocacy and welcome through reception processes, translation services and multicultural centres. The degree and effectiveness of welcome given by these service providers are of importance to how quickly refugees feel they belong and can settle in their new society. This paper presents the findings of original research conducted with 34 refugee-focused service providers in New Zealand. Ketso, a creative, participatory tool was used as a community engagement method. The results indicate how these service providers felt the welcome, advocacy and support for refugees could be better organised to support the resettlement process. The barriers and challenges to the provision of welcome are discussed, and priorities identified to improve the refugee resettlement process and outcomes.
Link: http://dx.doi.org/10.1080/02642069.2018.1472243 [Google]
Nasr, L. and R. P. Fisk (2019): The global refugee crisis: how can transformative service researchers help?, Service Industries Journal, 39(0), pp.684-700
This conceptual paper argues that Transformative Service Researchers (TSR) can work on solving the global refugee crisis. For this purpose, we explore the breadth and depth of the global refugee crisis through the lens of TSR. We advocate the need to consider “relieving suffering” as an overlooked TSR outcome by encouraging deeper research that seeks to provide for basic human needs such as education, healthcare, and freedom of speech. As such, instead of solely focusing on “improving well-being”, there is a profound need to include the idea of “relieving suffering” into the definition and subsequent research within TSR. Transdisciplinary research and service design research are proposed as cornerstones for understanding and solving important service system problems in the global refugee crisis. We issue our call to action for researchers to engage with the global refugee crisis. Subsequently, we propose several avenues to help improve the well-being of global refugees. The paper ends with a discussion of the key opportunities and challenges that must be addressed to move this research forward. We advocate collaborating to reduce the suffering of all refugees trapped in the global refugee crisis and moving service research much closer to solving many more major real-world problems.
Link: http://dx.doi.org/10.1080/02642069.2018.1445224 [Google]
Paraskevas, A., M. Brookes and L. Altinay (2019): Global refugee crisis and the service industries, Service Industries Journal, 39(0), pp.663-667
An introduction to the journal is presented in which the editor discusses various reports in the issue on the topics including one on economic and political instability , the other on 1951 United Nation (UN) Convention and the third on 3.1 million asylum seekers.
Link: http://dx.doi.org/10.1080/02642069.2019.1619381 [Google]
Shneikat, B. and Z. Alrawadieh (2019): Unraveling refugee entrepreneurship and its role in integration: empirical evidence from the hospitality industry, Service Industries Journal, 39(0), pp.741-761
Refugee entrepreneurship has emerged as an economic activity that can potentially help refugees during their settlement and integration processes in the host countries. Only recently have refugee entrepreneurs received some attention in the academic debates. However, despite valuable research endeavors, empirical inquiry addressing the refugee entrepreneurship process remains limited. Specifically, the role of entrepreneurship in facilitating the integration process of refugees is still understudied. The present study draws on qualitative data collected through 29 semi-structured interviews with Syrian refugees venturing in the hospitality industry in Turkey. Using the RQDA package for qualitative data analysis, the findings reveal that refugees’ motivations to venture cover a wide range of push and pull factors including survivability, desire for independence, and availability of resources. The findings also confirm that entrepreneurial activities help refugees integrate with the socio-economic fabric of the host country. The study also identified several factors facilitating and derailing refugee entrepreneurs’ integration process. Implications and directions for future research are discussed.
Link: http://dx.doi.org/10.1080/02642069.2019.1571046 [Google]
