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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Kunz, W. H., K. Heinonen and J. G. A. M. Lemmink (2019): Future service technologies: is service research on track with business reality?, Journal of Services Marketing, 33(4), pp.479-487
Purpose: Service technologies are transforming the business landscape rapidly. This paper aims to explore the current scope of research in regard to emerging service technologies by comparing the content of articles in academic journals with practitioner-oriented publication outlets. Design/methodology/approach: A total of 5,118 technology-related articles from service journals, service conferences, business journals and business magazines are analyzed. Text-mining on abstracts is used for the thematic and semantic analysis. Common research themes and their relationships are depicted in a two-dimensional structured network. Further, the sample is analyzed regarding various technologies mentioned in the Gartner Hype Cycle. Findings: The paper reveals differences in academic and business perspectives in regard to service technologies. In comparison to business journals, scientific service research is more focused on customer-related aspects of technology. Service research has a less concrete focus on technology than in business publications. Still, service conference articles show a broader scope of emerging service technologies than academic journal articles. Research limitations/implications: Scientific research should focus on more concrete service technologies. Business magazines serve as a good source for that and the paper identifies several promising new technology fields. Practical implications: Although business magazines cover significantly more concrete service technologies, they miss the integrated perspective that academic articles usually offer. Academia can help business to better align concrete technologies with different internal and external perspectives. Originality/value: This paper serves as an introduction to the special issue Future Service Technologies. Additionally, a quantitative study of recent service technology research serves as a reality check for academic researchers on business reality and provides research and practical recommendations.
Link: http://dx.doi.org/10.1108/JSM-01-2019-0039 [Google]
Brüggen, E. C., T. Post and K. Schmitz (2019): Interactivity in online pension planners enhances engagement with retirement planning – but not for everyone, Journal of Services Marketing, 33(4), pp.488-501
Purpose: People around the world are not sufficiently capable or willing to engage in retirement planning. New technological tools have been proposed as a promising solution to foster involvement and consequently encourage retirement planning. This paper aims to test whether an interactive online pension planner can improve participants’ behaviour, behavioural intentions, attitude, knowledge and perceived ease of use, usefulness and enjoyment. Design/methodology/approach: In collaboration with a company specialised in technologically advanced pension planners, three different versions of an online pension planner were created. The control condition only allowed participants to check their pension situation and the composition of future retirement income. In the medium interactivity level, participants could choose to modify certain variables affecting their pension income, on top of the features from the control. The highly interactive planner additionally included an interactive budget tool and showed whether the accumulated pension income was sufficient to cover the desired spending. Data were collected with the help of an online panel (N = 285). Findings: This paper finds a positive effect of interactivity on behaviour within the planner, that is, the number of clicked options, as well as on participants’ intention to check their personal pension situation in the upcoming three to six months. Moreover, this paper finds gender differences: male participants prefer a high level of interactivity, while women prefer a medium level. Research limitations/implications: An interesting modification to the current research design would be to use personal, self-relevant data in the online pension planner. Moreover, conducting the study in a computer laboratory could increase concentration on the task, and hence involvement. Next to gender, there might be other factors that possibly influence the results. It would be interesting to investigate other measures of behaviour such as the time spent on the pension planner. Further research should also study the effects of other features that shape user’s perception of interactivity, which include human-to-human interactivity. Practical implications: The results show that technological services, such as advanced online pension planners, can positively affect engagement with retirement planning. Thus, pension providers are encouraged to use interactive online pension planners. The results with respect to gender suggest tailoring pension planners to match specific preferences of recipients. New service technologies provide novel opportunities to cater to individual differences by, for example, integrating less interactive features for women than for men in a pension planner. Moreover, cognitive involvement should be stimulated by integrating relevant, interesting and valuable information. Social implications: Lack of engagement with retirement planning is an important challenge to Western societies. People who do not sufficiently search for information about their expected pension benefits may encounter significant pension gaps resulting in detrimental welfare effects at retirement. This problem is enhanced by the fact that increasingly, the risks and responsibility for retirement planning are being shifted towards pension plan participants themselves. Thus, finding ways to increase engagement with retirement planning by making use of advances in service technologies brings benefits to society. Originality/value: First, this paper contributes to the customer engagement literature by studying how new technological interfaces improve user experiences, knowledge and engagement within the low involvement context of retirement planning. Second, this paper advances service research by zooming in on customer heterogeneity in using the technology-based online pension planner and studying the moderating effect of involvement and gender more closely. Third, this paper contributes to the financial services literature by studying how new service technologies can help to increase attitudes, know edge and engagement with retirement planning.
Link: http://dx.doi.org/10.1108/JSM-02-2018-0082 [Google]
Čaić, M., D. Mahr and G. Oderkerken-Schröder (2019): Value of social robots in services: social cognition perspective, Journal of Services Marketing, 33(4), pp.463-478
Purpose: The technological revolution in the service sector is radically changing the ways in which and with whom consumers co-create value. This conceptual paper considers social robots in elderly care services and outlines ways in which their human-like affect and cognition influence users’ social perceptions and anticipations of robots’ value co-creation or co-destruction potential. A future research agenda offers relevant, conceptually robust directions for stimulating the advancement of knowledge and understanding in this nascent field. Design/methodology/approach: Drawing from service, robotics and social cognition research, this paper develops a conceptual understanding of the value co-creation/destruction potential of social robots in services. Findings: Three theoretical propositions construct an iterative framework of users’ evaluations of social robots in services. First, social robots offer users value propositions leveraging affective and cognitive resources. Second, users’ personal values become salient through interactions with social robots’ affective and cognitive resources. Third, users evaluate social robots’ value co-creation/destruction potential according to social cognition dimensions. Originality/value: Social robots in services are an emerging topic in service research and hold promising implications for organizations and users. This relevant, conceptually robust framework advances scholarly understanding of their opportunities and pitfalls for realizing value. This study also identifies guidelines for service managers for designing and introducing social robots into complex service environments.
Link: http://dx.doi.org/10.1108/JSM-02-2018-0080 [Google]
Chouk, I. and Z. Mani (2019): Factors for and against resistance to smart services: role of consumer lifestyle and ecosystem related variables, Journal of Services Marketing, 33(4), pp.449-462
Purpose: Consumers are increasingly connected to, and make use of, a multitude of technologies in their daily lives. The exponential growth in the use of Internet of Things (IoT)-based services is ushering in a new era of e-services, in which the service experience is becoming autonomous (intelligence), devices are intercommunicating (connectivity) and consumers can access the service anytime, anywhere and using any device (ubiquity). However, a number of challenges have arisen. The purpose of this paper is to investigate factors that reduce consumer resistance to smart services (factors against resistance) and factors that promote this resistance (factors for resistance), by means of a dual-factor approach. Design/methodology/approach: To test this theoretical model, the authors developed a Web-based survey and used structural equation modeling. Findings: Results show that consumer-lifestyle factors (individual “mobiquity” and self-image congruence) reduce consumer resistance to smart services (factors against resistance). Conversely, innovation-related factors (perceived security, perceived complexity) and ecosystem-related factors (perceived government surveillance and general skepticism toward IoT) promote consumer resistance to smart services (factors for resistance). In addition, general skepticism toward IoT has a significant positive effect on perceived complexity, perceived security risk and perceived government surveillance. Originality/value: This research investigates consumer resistance to smart services using a dual-factor perspective (Cenfetelli, 2004; Claudy et al., 2015): factors reducing resistance versus factors promoting resistance. This paper provides evidence for the importance of consumer lifestyle-related factors, innovation-related factors and ecosystem-related factors in explaining consumer resistance to smart services. This work enriches previous studies of consumer resistance to innovation (Ram and Sheth, 1989; Ram, 1987) by studying original variables (individual mobiquity, technological innovativeness, government surveillance).
Link: http://dx.doi.org/10.1108/JSM-01-2018-0046 [Google]
Garry, T. and T. Harwood (2019): Trust and its predictors within a cyber-physical system context, Journal of Services Marketing, 33(4), pp.407-428
Purpose: This paper aims to provide empirically derived insights into trust and its predictors within a cyber-physical system context of a household service. Design/methodology/approach: The methodology comprises an innovative mixed methods design encompassing a videographic animated film portraying a potential “slice of life” household service-system scenario that was subsequently incorporated into a quantitative survey. A total of 400 responses were then used to examine trust dimensions and their hypothesised predictors. Findings: Findings suggest trust is two-dimensional, with “online networking competency”, “perceptions of risk”, “propensity to trust technology in general” and “concerns about security” being significant predictors. Surprisingly, “concerns about privacy” do not have a significant effect. Originality/value: The contribution of this research is twofold. Firstly, from a theoretical perspective, the paper offers empirical insights into trust and its predictors within a cyber-physical system context of a household service. Secondly, and from a pragmatic perspective, the model derived from this study may aid practitioners in developing trust strategies and trust management systems within such contexts.
Link: http://dx.doi.org/10.1108/JSM-01-2018-0007 [Google]
Kristensson, P. (2019): Future service technologies and value creation, Journal of Services Marketing, 33(4), pp.502-506
Purpose: The purpose of this paper is to propose a framework for understanding, predicting and analyzing how future service technologies can lead to value co-creation at different stages of a value chain. Design/methodology/approach: For organizations, future service technologies are growing in importance and will become a crucial means to survival. It is clear that future service technologies will increase the opportunity to reduce costs and create efficiency, but it is not equally clear how future service technologies enable value creation for customers and users. On this premise, the study proposes a conceptual framework. Findings: The framework illustrates how future service technologies can lead to value creation for customers. The paper also portrays opportunities and potential pitfalls with future service technologies for organizations. Originality/value: Several researchers are focusing on innovative technologies. Many business companies are talking about how to implement them and increase their profit. However, less attention is devoted to the ways in which future service technologies will lead to benefits and the experience of service for customers and users using them. This paper represents an original attempt to illustrate that.
Link: http://dx.doi.org/10.1108/JSM-01-2019-0031 [Google]
Liu, X. (2019): A big data approach to examining social bots on Twitter, Journal of Services Marketing, 33(4), pp.369-379
Purpose: Social bots are prevalent on social media. Malicious bots can severely distort the true voices of customers. This paper aims to examine social bots in the context of big data of user-generated content. In particular, the author investigates the scope of information distortion for 24 brands across seven industries. Furthermore, the author studies the mechanisms that make social bots viral. Last, approaches to detecting and preventing malicious bots are recommended. Design/methodology/approach: A Twitter data set of 29 million tweets was collected. Latent Dirichlet allocation and word cloud were used to visualize unstructured big data of textual content. Sentiment analysis was used to automatically classify 29 million tweets. A fixed-effects model was run on the final panel data. Findings: The findings demonstrate that social bots significantly distort brand-related information across all industries and among all brands under study. Moreover, Twitter social bots are significantly more effective at spreading word of mouth. In addition, social bots use volumes and emotions as major effective mechanisms to influence and manipulate the spread of information about brands. Finally, the bot detection approaches are effective at identifying bots. Research limitations/implications: As brand companies use social networks to monitor brand reputation and engage customers, it is critical for them to distinguish true consumer opinions from fake ones which are artificially created by social bots. Originality/value: This is the first big data examination of social bots in the context of brand-related user-generated content.
Link: http://dx.doi.org/10.1108/JSM-02-2018-0049 [Google]
Nyström, A.-G. and K.-J. Mickelsson (2019): Digital advertising as service: introducing contextually embedded selling, Journal of Services Marketing, 33(4), pp.396-406
Purpose: Previous research on advertising in digital contexts has emphasized its persuasive and information processing roles for the customer. This paper aims to problematize this point of view and argues that the converged and interactive nature of digital media makes all advertising content into potential points of engagement in a digital media journey. Design/methodology/approach: The paper is conceptual in nature and applies service logic (SL) and customer engagement to reconceptualize digital advertising and selling. Findings: The authors present digital advertisements and digital media content as elements that contribute to a digital media journey, which ideally leads to a purchase. Advertising content is regarded as a resource used by consumers in their underlying value-creating processes. Thus, the digital advertising process is conceptualized as a customer-driven process of engaging with digital media content, where a purchase is incorporated in (and naturally follows from) the theme of engagement. Research limitations/implications: The paper introduces the concept of contextually embedded selling, which refers to a process where digital advertising content is thematically congruent with the surrounding editorial content, so that both contribute to the same consumer journey. Otherwise, consumers experience a contextual jump – a disconnect in theme, place or time during the consumer’s process of engagement with the digital content. Originality/value: The paper contributes to advertising theory on advertising, engagement and the emerging research on consumer journey design by presenting an approach based on SL, namely, contextually embedded digital selling.
Link: http://dx.doi.org/10.1108/JSM-01-2018-0043 [Google]
Paluch, S. and S. Tuzovic (2019): Persuaded self-tracking with wearable technology: carrot or stick?, Journal of Services Marketing, 33(4), pp.436-448
Purpose: Commercial entities (e.g. health and life insurance, airlines and supermarkets) in different countries have recently begun to introduce wearable technology as part of the consumer journey and as a means of enhancing the business value chain. While a firm’s decision to adopt such new technologies as wearable devices is often based on financial factors such as return on investment, costs and impact on profits, consumers may hold a different attitude toward the value of using smart wearables and sharing their personal data as part of their business-client relationships. The purpose of this paper is to investigate consumer perceptions of and reactions to persuaded self-tracking (PST) – a practice in which businesses actively encourage consumers to monitor, collect and share personal biometric data through wearable technologies in exchange for personalized incentives and rewards. Design/methodology/approach: Using a qualitative research approach and a purposeful sampling method, the authors conducted personal in-depth interviews with 24 consumers (both users and non-users of wearable devices). Interviews were recorded and transcribed, resulting in 600 pages of transcripts comprising more than 203,000 words. Data coding and analysis were facilitated by using NVivo. Findings: Consumers’ assessment of PST is based on perceived value-in-use, privacy/security concerns and perceived fairness/justice, resulting in four types of reactions to adopt or use PST (embracing, considering, debating and avoiding). Specifically, the authors identified two individual determinants (intrinsic motivation and extrinsic motivation) and four firm-related determinants (design of wearable device, assurance, transparency and controllability) that influence consumer perceptions of PST. Research limitations/implications: Results of this study have implications for both vendors of wearable devices and firms trying to leverage smart wearables in their value chains. Identifying consumers’ perceptions, as well as barriers and enablers of acceptance, will help firms to more effectively design and develop wearable device-based services, thus gaining consumer support for using fitness trackers. The primary limitation of the study is that using a thematic analysis method diminishes the generalizability of our findings. Originality/value: This study addresses an under-researched area: the integration of wearable technologies in a firm’s value chain through the lens of the consumers. This study is one of the first, according to authors’ knowledge, to investigate consumer perceptions of PST.
Link: http://dx.doi.org/10.1108/JSM-03-2018-0091 [Google]
Shieh, C.-H., Y. Xu and I. L. Ling (2019): How location-based advertising elicits in-store purchase, Journal of Services Marketing, 33(4), pp.380-395
Purpose: This paper aims to investigate how location-based advertising (LBA) elicits in-store purchase intention. To deepen the understanding of LBA’s effect on consumers’ purchase decision, the research examines the role of consumers’ time consciousness in click intention in pull or opt-out LBA approaches. The study also explores how consumers react to LBA with an asymmetric dominance decoy versus a compromise decoy message. Design/methodology/approach: Two field experiments were conducted, and a total of 363 volunteers within 3 km of a shopping mall participated. The participants were asked to turn on their global positioning system and then informed that a convenience store was planning to launch a mobile coupon subscription service. Data collected were analysed using analysis of variance, regression analysis, bootstrapping and spotlight tests. Findings: The results demonstrate that consumers had a higher intention to click pull LBA than to click opt-out push LBA. Consumers with high time-consciousness had greater click intentions for pull LBA than for opt-out push LBA. Consumers with low time-consciousness, however, showed no difference in click intention for either LBA approach. Further, click intention mediates the effect of LBA on in-store purchase intention, and the asymmetric dominance decoy message is a more powerful strategy for LBA to increase the likelihood of in-store purchase. Originality/value: This research provides insight into location-based services marketing by revealing how time-consciousness and decoy promotional messages affect consumers’ reaction to LBA and in-store purchase intentions. The findings offer practical suggestions for retailers on how to reach and engage with consumers more effectively through the use of LBA.
Link: http://dx.doi.org/10.1108/JSM-03-2018-0083 [Google]
van Pinxteren, M. M. E., R. W. H. Wetzels, J. Rüger, M. Pluymaekers and M. Wetzels (2019): Trust in humanoid robots: implications for services marketing, Journal of Services Marketing, 33(4), pp.507-518
Purpose: Service robots can offer benefits to consumers (e.g. convenience, flexibility, availability, efficiency) and service providers (e.g. cost savings), but a lack of trust hinders consumer adoption. To enhance trust, firms add human-like features to robots; yet, anthropomorphism theory is ambiguous about their appropriate implementation. This study therefore aims to investigate what is more effective for fostering trust: appearance features that are more human-like or social functioning features that are more human-like. Design/methodology/approach: In an experimental field study, a humanoid service robot displayed gaze cues in the form of changing eye colour in one condition and static eye colour in the other. Thus, the robot was more human-like in its social functioning in one condition (displaying gaze cues, but not in the way that humans do) and more human-like in its appearance in the other (static eye colour, but no gaze cues). Self-reported data from 114 participants revealing their perceptions of trust, anthropomorphism, interaction comfort, enjoyment and intention to use were analysed using partial least squares path modelling. Findings: Interaction comfort moderates the effect of gaze cues on anthropomorphism, insofar as gaze cues increase anthropomorphism when comfort is low and decrease it when comfort is high. Anthropomorphism drives trust, intention to use and enjoyment. Research limitations/implications: To extend human–robot interaction literature, the findings provide novel theoretical understanding of anthropomorphism directed towards humanoid robots. Practical implications: By investigating which features influence trust, this study gives managers insights into reasons for selecting or optimizing humanoid robots for service interactions. Originality/value: This study examines the difference between appearance and social functioning features as drivers of anthropomorphism and trust, which can benefit research on self-service technology adoption.
Link: http://dx.doi.org/10.1108/JSM-01-2018-0045 [Google]
Zaki, M. (2019): Digital transformation: harnessing digital technologies for the next generation of services, Journal of Services Marketing, 33(4), pp.429-435
Purpose: The purpose of this paper is to discuss digital transformation and its four trajectories – digital technology, digital strategy, customer experience and data-driven business models – that could shape the next generation of services. This includes a discussion on whether both the market and organizations are all ready for the digital change and what are the opportunities that will enable firms to create and capture value though new business models. Design/methodology/approach: Providing services is a proven and effective way to secure a competitive position, deliver long-term stable revenues and open up new market opportunities. However, it is also clear that some organisations are struggling to digitally transform. Therefore, the commentary provides a brief insight into how firms explore the possibilities of digital transformation and navigate these uncharted waters. Findings: Today’s digital technologies affect the organisation outside and in, enabling the creation of new business models and transforming the customer experience. The incumbents are acutely aware that they need to transform strategically – to build new networks and value chains. Originality/value: This commentary extends earlier work exploring the digital disruption within services to highlight a number of connected areas: the challenges and opportunities of digital transformation at a strategic level, as well as understanding and enhancing the customer experience and seeing how new data-driven business models can underpin service transformation.
Link: http://dx.doi.org/10.1108/JSM-01-2019-0034 [Google]
Yom-Tov, G. B., S. Ashtar, D. Altman, M. Natapov, N. Barkay, M. Westphal and A. Rafaeli (2018). Customer Sentiment in Web-Based Service Interactions: Automated Analyses and New Insights. Companion Proceedings of the The Web Conference 2018. Lyon, France, (2019): Differing Views of Lodging Reality: Airdna, STR, and Airbnb, Cornell Hospitality Quarterly, 60(3), pp.193-199
Airbnb is an Internet-based firm that connects potential short-term renters with hosts who own or control rental properties. Its rapidly expanding activities are tracked by Airdna, an independent firm that generates seemingly conventional performance metrics describing Airbnb. These metrics include occupancy rates, average daily rates, and revenue per available room. However, Airdna does not adhere to long-established STR definitions for these variables. Using data from Virginia Beach, Virginia, we demonstrate that Airdna’s performance metrics exhibit notable upward biases vis-á-vis STR’s metrics. Potential rental hosts, hoteliers, tax collectors, and investors are at risk if they act on the assumption that Airdna’s metrics are comparable with widely understood measures used by STR and tourism experts.
Link: http://dx.doi.org/10.1177/1938965518777218 [Google]
Cai, Z., Y. Huo, J. Lan, Z. Chen and W. Lam (2019): When Do Frontline Hospitality Employees Take Charge? Prosocial Motivation, Taking Charge, and Job Performance: The Moderating Role of Job Autonomy, Cornell Hospitality Quarterly, 60(3), pp.237-248
This study draws on trait activation theory to examine the effects of frontline hospitality employees’ prosocial motivation on their taking charge and job performance and how job autonomy moderates these effects. We collected data in two stages from 185 pairs of frontline hospitality employees and their direct supervisors, and we found a positive relationship between employees’ prosocial motivation and their taking charge. In addition, job autonomy strengthened this positive relationship, and taking charge mediated the interactive effect of prosocial motivation and job autonomy on job performance. These results suggest that when frontline hospitality employees perceive their level of job autonomy to be high enough to activate their expression of prosocial motivation, they will be more likely to engage in taking charge, which should lead to a higher evaluation of their job performance. Theoretical and practical implications for hospitality industry were discussed at the end of the article.
Link: http://dx.doi.org/10.1177/1938965518797081 [Google]
Chark, R. (2019): Price Fairness in the Era of the Sharing Economy, Cornell Hospitality Quarterly, 60(3), pp.200-211
The meaning of price fairness in the sharing economy is examined in four experiments. The results suggest that the sharing economy evokes communal norms that make customers more sensitive to the unfairness of demand-based pricing. Specifically, the four studies demonstrate that (a) framing demand-based pricing as a surcharge is perceived as less fair than framing it as a foregone discount when used by a family on Airbnb but not when used by a hotel on Expedia or a hotel on Airbnb; (b) the effect of host (family vs. hotel) on the perceived fairness of surcharges is diminished when the surcharge is justified with an exchange good (free wifi service) but not when it is justified by a communal good (free cooking instruction); (c) the interaction of host by type of extra good on perceived price fairness is mediated by the activation of communal (vs. exchange) norms; and (d) the host-by-framing interaction has similar effects on booking intention as it does on perceived price fairness.
Link: http://dx.doi.org/10.1177/1938965518790221 [Google]
Chark, R., L. H. N. Fong and C. M. F. Tang (2019): A Room of One’s Own: Need for Uniqueness Counters Online WoM, Cornell Hospitality Quarterly, 60(3), pp.216-232
We examine how consumers’ desire to be different reduces their reliance on others’ suggestions and thus increases their tendency to diverge from the average opinion. While the extant literature focuses on the role of need for uniqueness in attitude formation and choice behavior, not much has been done to test the effect of uniqueness seeking on reactions to persuasive, word of mouth (WoM) messages. In four studies, we find converging evidence for a uniqueness effect. Specifically, the uniqueness motivation interacts with the valence of the average opinion such that when uniqueness motivation is low, consumers follow others’ advice and thus their attitudes depend primarily on the valence of the average opinion; meanwhile, the uniqueness seekers rely less on the valence and are more likely to form less favorable attitudes after reading positive reviews and to hold less unfavorable ones when the reviews are negative. These effects are found when trait need for uniqueness is measured as well as when situational need for uniqueness is manipulated. We further examine the process through which uniqueness motivation results in nonconformist attitudes. Uniqueness seekers perceive minority opinions as more diagnostic. Thus, these minority opinions are disproportionately represented in uniqueness seekers’ nonconformist views. These findings are important to the hospitality industry as consumers often rely on others’ experiences by reading online reviews to help make decisions concerning their own hospitality needs, which are highly experiential in nature.
Link: http://dx.doi.org/10.1177/1938965518790223 [Google]
Kulesza, W., D. Dolinski, K. Szczęsna, M. Kosim and T. Grzyb (2019): Temporal Aspects of the Chameleon Effect and Hospitality: The Link Between Mimicry, Its Impact, and Duration, Cornell Hospitality Quarterly, 60(3), pp.212-215
In an experiment conducted in natural settings (in a restaurant), we explore the uninvestigated link between mimicry, its impact on hospitality, and the time during which the mimicry takes place. Under particular experimental conditions, the waitress either did not verbally mimic the customer, mimicked the customer only at the initial stage of the interaction, only at the final stage of the interaction, or at both the initial and the final stage of the interaction. The tip left by the customer and its amount were the indicators of the hospitality experienced throughout the time spent in the restaurant. The outcome was that both indicators of noticeable hospitality were the highest where the verbal mimicry was applied twice.
Link: http://dx.doi.org/10.1177/1938965518797075 [Google]
Lucas, A. F. and K. Spilde (2019): A Deeper Look Into the Relationship Between House Advantage and Reel Slot Performance, Cornell Hospitality Quarterly, 60(3), pp.270-279
Results from an international field study conducted on three different casino floors indicated significantly elevated win levels on reel slots with increased house advantages. This work extended that of Lucas and Spilde, which found the same. Our study expanded their work by dramatically increasing the difference in the pars of paired slot titles, which were otherwise identical games. Still, the high par games outperformed their low par counterparts in the all-important metric of T-win. In addition, like Lucas and Spilde, the results of time series regression analyses failed to indicate signs that players were detecting a difference in the pars of the paired games. Specifically, there was no evidence of play migration from the high par game to the low par game. This result provided a valuable addition to the literature, replicating an outcome that refuted a popular operating theory. Moreover, the result was reproduced with considerably expanded differences in pars. Overall, the results supported the ideas that (a) players could not detect the egregious differences in the pars of otherwise identical games and (b) operators may be able recognize material gains in revenues from increasing pars. Both of these outcomes challenged the inveterate wisdom of the industry.
Link: http://dx.doi.org/10.1177/1938965518787454 [Google]
Min, J. H., H. Lee and S. C. Blum (2019): Spillover Impact of Non-Gaming Amenities on Gaming Volumes, Cornell Hospitality Quarterly, 60(3), pp.262-269
Considering the popularity of integrated resorts, this study aimed to investigate different types of non-gaming amenities as indirect casino revenue-generating centers. With fierce competition in the casino industry, non-gaming amenities, such as casino-operated restaurants, showrooms, hotel rooms, and retail outlets, are used as a tool to attract customers and generate more casino sales. In this regard, non-gaming amenities need to be evaluated not only by the revenue they generate but also by the indirect revenue they contribute to other amenities such as gaming. By examining casino performance data over a 365-day period, the finding suggested little effect of non-gaming amenities on table gaming volume. However, restaurant and showroom amenities were found to have positive and significant relationships with slot gaming volume. The findings of the study advance the literature as non-gaming and gaming relationships have not been addressed deeply in the literature due to the difficulty of data collection. The study also provides practical insights for operators to increase earnings with the optimal use of non-gaming amenities.
Link: http://dx.doi.org/10.1177/1938965518787453 [Google]
Susskind, A. M. and B. Curry (2019): A Look at How Tabletop Technology Influences Table Turn and Service Labor Usage in Table-Service Restaurants, Cornell Hospitality Quarterly, 60(3), pp.233-236
Using a table-service casual dining restaurant chain, we used direct observations to examine how guests’ use of tabletop technology affected their dining time and front of house labor usage. Results from our study showed that dining time was significantly reduced for guests who used the tabletop devices to either order, or order and pay for their meals by 17% and 31%, respectively. We also found that server contact time and table service time required by the servers to manage their guests’ experiences was significantly decreased for the tables that used the tabletop devices compared with the tables that did not use the devices. Practical and managerial implications are discussed.
Link: http://dx.doi.org/10.1177/1938965518797080 [Google]
Zhang, Y., S. Xu, L. Zhang and S. Liu (2019): How Family Support Influences Work Cynicism and Employee Silence: The Moderating Role of Gender, Cornell Hospitality Quarterly, 60(3), pp.249-261
In organizational silence research, the antecedents and mechanisms of employee silence in the employees’ nonwork context have attracted growing interest. This study considers how family support influences employee silence and its boundary effect. By drawing on spillover theory, we propose and examine a moderated mediation model that explores the mediating role of work cynicism and the moderating role of gender. Based on a three-wave sampling design from 332 hotel employees and their supervisors, the results of multigroup-Structural Equation Modeling (SEM) analysis supported our model and suggested that family support impacted employee silence by decreasing work cynicism; furthermore, both this mediation effect and the relationship between work cynicism and employee silence were moderated by gender in the hospitality industry. The theoretical and practical implications of these findings and suggestions for future research are discussed.
Link: http://dx.doi.org/10.1177/1938965518788526 [Google]
