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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de Ruyter, K., D. I. Keeling and T. Yu (2019): Service-Sales Ambidexterity: Evidence, Practice, and Opportunities for Future Research, Journal of Service Research, 23(1), pp.13-21
Aligning the service-sales interface within and beyond organizational boundaries is worthwhile, yet many firms are not reaping the rewards of such practice. The managerial need for in-depth insights into the blending of selling and service delivery could be better informed through resolution of current open theoretical debates. This position article extends the current knowledge base on the service-sales interface in three ways. First, we offer a synopsis of current scholarly progress on blending service delivery with sales and identify contextual conditions that foster effective service-sales ambidexterity. Second, turning to current practice, we use an empirical case study to demonstrate how a multinational company strategically deploys online learning to bridge structural knowledge and skills gaps within its reseller network to build ambidextrous capacity in the channel and support solution selling. Complementing this human learning approach, we also explore recent advances in machine learning and their impact on the service-sales interface. Third, we blend these academic and practice perspectives to offer a service-sales interface agenda that identifies directions for future research in terms of both the theoretical development of ambidexterity and defining the effective blending of technologies at the service-sales interface that enables ambidexterity in practice.
Link: http://dx.doi.org/10.1177/1094670519878880 [Google]
Hughes, D. E. and J. L. Ogilvie (2019): When Sales Becomes Service: The Evolution of the Professional Selling Role and an Organic Model of Frontline Ambidexterity, Journal of Service Research, 23(1), pp.22-32
Building on new theoretical foundations in the professional selling domain, growing bodies of research on frontline ambidexterity, and an increasingly demanding and dynamic frontline role, this article advances frontline ambidexterity through three focal goals. We first provide an in-depth discussion of the evolution of the professional selling role. This foundation allows us to identify and explore the implications of a market-driven model of ambidexterity that can manifest organically within certain professional selling contexts. In so doing, we espouse a new model of individual-level ambidexterity?organic frontline ambidexterity. Next, we discern existing models of frontline ambidexterity (characterized as inorganic) and compare these to the organic model proposed. Finally, we provide an organizational framework of frontline ambidexterity enablement to provide context for organizations to best align and enable ambidexterity as a dynamic capability. We provide corresponding research questions in an effort to aid in the systematic expansion of frontline ambidexterity research.
Link: http://dx.doi.org/10.1177/1094670519878882 [Google]
Mullins, R., R. Agnihotri and Z. Hall (2019): The Ambidextrous Sales Force: Aligning Salesperson Polychronicity and Selling Contexts for Sales-Service Behaviors and Customer Value, Journal of Service Research, 23(1), pp.33-52
While many firms are increasing salespeople?s service expectations alongside selling responsibilities, evidence suggests this strategy is difficult to implement. Yet research addressing this challenge for dual-role sales forces is limited. Utilizing matched, dyadic (salesperson-customer) data from business-to-business (B2B) selling firms across industries, we investigate the drivers and value-creation impact of salespeople tasked with performing sales and service activities?termed sales-service ambidextrous (SSA) behaviors. Given the importance of job fit in professional selling, we build from trait activation theory to identify salespeople?s preference for switching between multiple tasks within the same time period (i.e., polychronicity) as a key driver critical for enacting SSA behavior. Further, we illustrate contexts (i.e., task, social, and organizational) impacting the extent polychronic salespeople perform SSA behaviors. We also provide evidence that ambidextrous salespeople create increased value to customers through customers? willingness to pay a price premium. Together, these findings help illustrate the practical considerations sales leaders should consider before initiating a dual-role sales force approach.
Link: http://dx.doi.org/10.1177/1094670519883344 [Google]
Panagopoulos, N. G., A. Rapp and M. A. Pimentel (2019): Firm Actions to Develop an Ambidextrous Sales Force, Journal of Service Research, 23(1), pp.87-104
While research on employee ambidexterity is growing, there is little investigation on what firms can do to enhance their competitiveness in this space. Leveraging a human resource lens, we advance a comprehensive model depicting three firm-level ambidexterities as key performance drivers that can help firms achieve bottom-line outcomes. Specifically, we focus on (1) ambidexterity in skill-enhancing practices (i.e., selection, training), which ensure employees have relevant service-sales knowledge, skills, and abilities; (2) ambidexterity in motivation-enhancing practices (i.e., metrics, incentives), which help motivate employees to perform service-sales activities; and (3) ambidexterity in opportunity-enhancing practices (i.e., data, tools use), which enable employees to perform service-sales activities. Our findings suggest that ambidextrous firms?or those that balance service- and sales-related elements when implementing their systems and processes?enjoy greater sales force and firm financial performance. Finally, we test boundary conditions for these relationships and find that competitive intensity enhances the positive effects of all ambidexterity constructs. We conclude with implications for theory and practice.
Link: http://dx.doi.org/10.1177/1094670519883348 [Google]
Tremblay, M. (2019): Is Seeing Eye to Eye Always Beneficial? How and When (Dis)agreement on Service Climate Influences Store Turnover and Sales Performance, Journal of Service Research, 23(1), pp.70-86
This study examines the effect of (dis)agreement between the employees and their store manager regarding service climate on store-level turnover and subsequently sales performance. In addition, we test the moderating effect of perceived employee fit with customers on these relationships. Using polynomial regression and response surface methodology with data from 753 frontline employees and 125 managers nested in 125 stores, we found that collective turnover is lower when the store manager and the employees both perceive (vertical agreement) that customer service is prioritized at moderate levels. However, turnover is higher when managers and employees do not agree on the level of the service climate (vertical disagreement). The results indicate that the beneficial effect of vertical service climate agreement on turnover was higher when perceived employee-customer fit was high. The detrimental effect of vertical service climate disagreement on turnover was reduced when the strength of employees? service climate was strong (high horizontal agreement). Furthermore, our examination found that the level of turnover in stores was negatively related to sales performance and that the effect of vertical service climate agreement on sales performance was conditional on the degree of perceived employee-customer fit.
Link: http://dx.doi.org/10.1177/1094670519885442 [Google]
Becker, J. U., M. Spann and C. Barrot (2019): Impact of Proactive Postsales Service and Cross-Selling Activities on Customer Churn and Service Calls, Journal of Service Research, 23(1), pp.53-69
In recent years, service providers have identified the proactive postsales service (PPS) as a viable measure for preempting service failures and their negative consequences. Due to the high costs associated with PPSs, companies are looking for ways to increase their efficiency. To understand how companies can increase their revenues and lower their costs, this study investigates how cross-selling activities and different media types affect the impact of a PPS on inbound service calls and customer churn. Based on a large-scale field experiment in the telecommunications industry, as well as a controlled lab experiment, the results demonstrate the overall effectiveness of the PPS and indicate two mediating effects. While the effect of cross-selling on customer churn and service calls is mediated by the customers? uncertainty regarding the company?s motives, it is the customers? perception of privacy invasion that mediates the influence of the contact medium on the effectiveness of the PPS. Our finding that PPS contacts have to be clear in their message and should not be perceived as invasive is an indication of the importance of service-(post)sales ambidexterity.
Link: http://dx.doi.org/10.1177/1094670519883347 [Google]
Alrawadieh, Z., G. Cetin, M. Z. Dincer and F. Istanbullu Dincer (2020): The impact of emotional dissonance on quality of work life and life satisfaction of tour guides, Service Industries Journal, 40(0), pp.50-64
The well-being of employees in the tourism and hospitality industry remains an important area of investigation in tourism research. Building on the emotional labor theory and the well-being body of knowledge, this study develops and tests a model that examines the effects of emotional dissonance on the quality of work life and life satisfaction using data from professional tour guides in Jordan. Unexpectedly, results show that tour guides do not experience significant emotional dissonance and that there is no negative impact of emotional dissonance neither on quality of work life or life satisfaction. Contrary to theoretical predictions, the findings fail to suggest a link between emotional dissonance, quality of work of life and life satisfaction. However, the findings reveal that a positive relationship between quality of work life and life satisfaction exists. The study provides some theoretical and practical implications and suggests areas of inquiry for future research.
Link: http://dx.doi.org/10.1080/02642069.2019.1590554 [Google]
Anasori, E., S. W. Bayighomog and C. Tanova (2020): Workplace bullying, psychological distress, resilience, mindfulness, and emotional exhaustion, Service Industries Journal, 40(0), pp.65-89
The present study proposes and tests a moderated mediation model investigating the direct and mediated effect of workplace bullying on employee emotional exhaustion via psychological distress and resilience with mindfulness as a moderating variable, under the lens of COR and JD-R theory. Structural Equation Modeling was used to analyze data from 252 4- and 5-star hotels’ full-time employees in North Cyprus. The results show that workplace bullying significantly predicted emotional exhaustion, and resilience and psychological distress partially mediated this relationship. However, employee mindfulness did not significantly moderate the effect of workplace bullying on emotional exhaustion, nor its indirect effect via resilience. Implications are discussed further.
Link: http://dx.doi.org/10.1080/02642069.2019.1589456 [Google]
Butt, T. H., G. Abid, B. Arya and S. Farooqi (2020): Employee energy and subjective well-being: a moderated mediation model, Service Industries Journal, 40(0), pp.133-157
Subjective well-being is of great significance to mankind. Consistent with the emerging field of positive organizational scholarship, our study seeks to investigate the relationship between employee energy and subjective well-being (SWB). We propose a moderated mediation framework that examines the employee energy and SWB relationship along with the mediating influence of flourishing and moderating role of prosocial motivation. Data was collected in two waves over a two month time period from 266 bank employees. Our results provide support for our hypothesized model. We find that flourishing plays a vital role in explaining the association between energy and SWB. In addition, the significant and negative interactional impact of prosocial motivation and energy demonstrates that with higher prosocial motivation, employees invest a substantial amount of energy in helping their co-workers which undermines their own flourishing limiting their SWB.
Link: http://dx.doi.org/10.1080/02642069.2018.1563072 [Google]
Cho, H. (2020): Importance of leisure nostalgia on life satisfaction and leisure participation, Service Industries Journal, 40(0), pp.90-109
Nostalgia plays a crucial role in individuals’ psychological and behavioral responses. To identify the influence of nostalgia on leisure participants’ life, this study examined how individuals’ leisure nostalgia influenced their life satisfaction, thereby reinforcing their leisure participation intention. 417 responses were collected from leisure participants and analyzed in this study. Results showed that leisure nostalgia positively affected life satisfaction and leisure participation intention. In addition, life satisfaction had a significant effect on leisure participation intention. Further analysis revealed that the indirect effects of nostalgia regarding group identity and personal identity on leisure participation intention were significantly stronger than those of nostalgia regarding leisure experience, environment, and socialization. The theoretical and practical implications of this study are discussed.
Link: http://dx.doi.org/10.1080/02642069.2019.1567714 [Google]
Falter, M. and K. Hadwich (2020): Customer service well-being: scale development and validation, Service Industries Journal, 40(0), pp.181-202
Both researchers and practitioners increasingly recognize well-being of customers as a desirable outcome for business. However, in service science, a scale for measuring well-being in the service context, characterized by customer-employee interaction, has not yet been developed. Thus, the purpose of the present study is to develop a reliable and valid multidimensional scale of customers’ perceived well-being through services with customer-employee interactions. This multidimensional scale incorporates the relevant dimensions of how well-being, caused by services, is expressed. Based on a comprehensive interdisciplinary literature review, customer service well-being is conceptualized as a positive response resulting from the experiential, relational, processual and interactive character of service with customer-employee interaction. Following established scale development procedures, the scale comprises five domains: positive emotions, engagement, relationship and meaning & accomplishment, and absence of negative emotions. Thus, customer service well-being as a positive response is affective and cognitive. Two cross-sectorial studies (e.g. healthcare, insurance, retail) are conducted (244 and 833 participants in Germany), which show that the scale is reliable, valid, and distinct but related to other established service measures. Furthermore, customer service well-being affects customers’ behavioral intentions and life satisfaction. Directions for further research on customer service well-being and managerial implications are discussed.
Link: http://dx.doi.org/10.1080/02642069.2019.1652599 [Google]
Kirillova, K., X. Fu and D. Kucukusta (2020): Workplace design and well-being: aesthetic perceptions of hotel employees, Service Industries Journal, 40(0), pp.27-49
The study recognizes the lack of a clear theoretical and empirical link between employees’ sense of well-being and hotel design aesthetics, although beautiful environments are associated with optimal human functioning. Drawing on conceptual insights from organizational aesthetics and theory of subjective well-being, this quantitative study explored relationships between workplace design aesthetics, hotel employee subjective well-being and the role of contrast of back- vs. front-of-the-house. Based on cross-sectional data collected from 525 operations-level hotel employees in USA, the study found that backstage employees experience less aesthetic pleasure and report lower levels of well-being than frontstage employees. Design characteristics Unity and Variety positively affect the sense of well-being, while Typicality exhibits a U-type relationship with well-being. The effect of Variety is weaker for back-of-the-house employees. This study is the first attempt to empirically and explicitly connect organizational aesthetics to well-being and identifies a novel way to enhance the well-being of the hospitality workforce.
Link: http://dx.doi.org/10.1080/02642069.2018.1543411 [Google]
Mayer, V. F., J. d. S. Machado, O. Marques and J. M. G. Nunes (2020): Mixed feelings?: fluctuations in well-being during tourist travels, Service Industries Journal, 40(0), pp.158-180
The search for practices that increase people’s well-being has expanded significantly in recent years. This can be seen in the tourism sector, since leisure travel is generally considered a promoter of well-being. Positive feelings are not the only ones to permeate the events of a trip, however, and travel is not simply a source of well-being. This work seeks to contribute to the literature by investigating how tourists’ subjective well-being varies over the course of a trip; how these variations are related to different events and what connections exist among these events; and what the main factors are that lead to the positive and negative variations of well-being reported by tourists and observed in their behavior. A multimethod research approach was adopted, combining participant observation with self-reported assessments. The results made it possible to identify the main promoters and reducers of well-being throughout a trip.
Link: http://dx.doi.org/10.1080/02642069.2019.1600671 [Google]
Ponting, S. S.-A. (2020): Organizational identity change: impacts on hotel leadership and employee wellbeing, Service Industries Journal, 40(0), pp.6-26
Hospitality employee wellbeing is crucial for organizational success. This study explores the conceptualization and operationalization of hotel employee wellbeing, as perceived by leadership, through a case study on a multinational hotel corporation establishing a people-centric organizational identity. Semi-structured in-depth interviews, direct observation, and internal communication materials are used for data analysis. The case study reveals insights into the tensions created in and amongst property leaders due to: 1) the autonomy given by corporate leadership; 2) employees engaging in new employee wellbeing behaviors; and 3) disapproval of other property leaders’ wellbeing initiatives. These tensions are taxing on property leaders’ wellbeing, raising questions about the relationship between front-line and leadership employee wellbeing. Furthermore, employee wellbeing practices unique to hotel work are identified: 1) physical change in the work environment; 2) flexible work arrangements; and 3) departure from a formal dress code. Implications for practitioners and future research directions are made.
Link: http://dx.doi.org/10.1080/02642069.2019.1579799 [Google]
Uysal, M., M. Joseph Sirgy and H. Kim (2020): Well-being research in the service industries, Service Industries Journal, 40(0), pp.1-5
Well-being (or quality-of-life research, QOL) has been gaining momentum for the past 25 years or so in some specific areas of the service industries such as tourism, leisure, and hospitality management (Sirgy, [14]; Uysal, Perdue, & Sirgy, [17]; Uysal, Sirgy, & Kruger, [18]; Uysal, Sirgy, Woo, & Kim, [19]). The first paper, ‘Organizational Identity Change: Impacts on Hotel Leadership and Employee Well-being’ by Sandra Sun-Ah Ponting, is a case study showing how hotel employee well-being is perceived by leadership at the property level rather than at the corporate level. This, in turn, can positively contribute to employee well-being, increase employee commitment to the organization, while reducing employee burnout. The quantitative survey phase of the study revealed that employee preference to engage in leisure negatively influences job satisfaction but positively influences leisure satisfaction and SWB. [Extracted from the article]Copyright of Service Industries Journal is the property of Routledge and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder’s express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Link: http://dx.doi.org/10.1080/02642069.2019.1662624 [Google]
Wang, Y.-C., H. Qu, J. Yang and C.-E. Yang (2020): Leisure-work preference and hotel employees’ perceived subjective well-being, Service Industries Journal, 40(0), pp.110-132
This study examines the role of leisure-work preferences in forming hotel employees’ subjective well-being (SWB). A two-phase explanatory mixed method is used. In phase 1, 261 usable survey responses were collected to test the proposed hypotheses. In phase 2, in-depth interviews were conducted with 18 employees in order to triangulate findings from phase 1 and further explain the underlying phenomena. Results of the quantitative phase reveal that leisure preference negatively influences job satisfaction and positively influences leisure satisfaction and SWB. Work preference directly and negatively influences SWB but exhibits indirect positive effects on SWB through job satisfaction. Results of the qualitative phase further reveal that hotel employees ranked managers as the greatest influence on their SWB followed by coworkers, customers, and family members. Additionally, factors in the leisure domain were mentioned less frequently by hotel employees as sources of SWB than factors in the work domain.
Link: http://dx.doi.org/10.1080/02642069.2018.1529170 [Google]
Kim, M., L. Pennington-Gray and J. Kim (2020): Corporate social responsibility as a determinant of long-term orientation, Service Industries Journal, 40(0), pp.243-267
Predictors for developing long-term orientation are of great interest to researchers and practitioners in the franchise industry since long-term orientation is a significant driver of success. The current research investigated the impact of congruity between a franchisee’s values and its franchisor’s corporate social responsibility (CSR) initiatives as well as the influence of ethical value on the franchisor–franchisee relationship. Also, this study examined the interrelationships among CSR activities, trust, and satisfaction, which then ultimately resulted in long-term orientation to the franchisor. Empirical findings indicated that value relevance and ethical value significantly influenced CSR activities which enhanced trust and two aspects of satisfaction (i.e. economic and non-economic). Also, trust significantly affected long-term orientation as well as two dimensions of satisfaction. Lastly, long-term orientation was significantly affected only by economic satisfaction. This study provides greater insights into long-term relationships in the franchise industry. (English)
Link: http://dx.doi.org/10.1080/02642069.2018.1450871 [Google]
Banik, S. and Y. Gao (2020): Status demotion in loyalty programmes: the role of perceived unfairness, Service Industries Journal, 40(0), pp.315-336
Hierarchical loyalty programmes are widely adopted by service companies to enhance their relationships with customers. However, its negative effect, especially when customers are demoted, is relatively less researched. Building on equity theory, this study explores the effect of status demotion on customers’ loyalty intentions through the mediation of perceived unfairness. The moderating roles of status level and purpose of travel are also examined on the relationship between status demotion and perceived unfairness. Evidence from 220 airline customers in China shows that status demotion significantly influences customers’ perceived unfairness, which eventually decreases their loyalty intentions. The detrimental effect of status demotion on perceived unfairness is found to be higher for members who are demoted from top tier to low tier than those demoted from other tiers (top to middle and middle to low) and for members who travel for business purposes than for leisure purposes. (English)
Link: http://dx.doi.org/10.1080/02642069.2018.1477938 [Google]
Estrada-Guillén, M., D. Monferrer-Tirado and M. Moliner-Tena (2020): Improving relationship quality during the crisis, Service Industries Journal, 40(0), pp.268-289
The economic crisis in Spain has had a considerable impact on the financial sector and has led to a deep and widespread restructuring in the industry. The combination of a vigorous expansion policy and the burst of the housing bubble brought about an economic depression with emotional consequences. As a result, customers have had to use their emotional intelligence to manage a range of emotions and this management has affected the perceived quality of their relationship with their bank. In this article, we develop a theoretical approach starting from the hypothesis that customers’ emotional intelligence influences relationship quality. We also explore the possible interactions between the variables that make up the macro-construct of relationship quality. Results from a sample of 1125 customers in a study using structural equations models allow us to confirm these relationships and to reflect on the need to generate strategies that can maximise customers’ positive emotional performance. (English)
Link: http://dx.doi.org/10.1080/02642069.2018.1441829 [Google]
Faizulayev, A., E. Bektas and A. G. Ismail (2020): Profitability and persistency in the service industry: the case of QISMUT+3, Service Industries Journal, 40(0), pp.290-314
The aim of this study is to evaluate profitability determinants and profit persistency of Islamic and conventional banks operating in top nine Islamic Finance oriented-countries that are named as QISMUT+3 (Qatar, Indonesia, Saudi Arabia, Malaysia, UAE, Turkey, Bahrain, Kuwait and Pakistan). For this purpose, it uses bank specific, market structure, and macroeconomic variables that are utilized from Orbis Bank Focus and World Bank database. To capture endogeneity problem and unobserved heterogeneity, dynamic approach is used by employing system GMM estimation. The major findings of the study show higher profit persistency of Islamic banks (IBs) than conventional banks (CBs). The results also suggest that profitability determinants of IBs and CBs are different. Concerning the risk behavior, bank capitalization and credit risk variables are more important for CBs. Crisis results attribute better resilience to Islamic banks. (English)
Link: http://dx.doi.org/10.1080/02642069.2018.1461210 [Google]
Belanche, D., L. V. Casaló, C. Flavián and J. Schepers (2020): Service robot implementation: a theoretical framework and research agenda, Service Industries Journal, 40(0), pp.203-225
Service robots and artificial intelligence promise to increase productivity and reduce costs, prompting substantial growth in sales of service robots and research dedicated to understanding their implications. Nevertheless, marketing research on this phenomenon is scarce. To establish some fundamental insights related to this research domain, the current article seeks to complement research on robots’ human-likeness with investigations of the factors that service managers must choose for the service robots implemented in their service setting. A three-part framework, comprised of robot design, customer features, and service encounter characteristics, specifies key factors within each category that need to be analyzed together to determine their optimal adaptation to different service components. Definitions and overlapping concepts are clarified, together with previous knowledge on each variable and research gaps that need to be solved. This framework and the final research questions provide a research agenda to guide scholars and help practitioners implement service robots successfully. (English)
Link: http://dx.doi.org/10.1080/02642069.2019.1672666 [Google]
Ahn, J. and K.-J. Back (2020): The structural effects of affective and cognitive elaboration in formation of customer–brand relationship, Service Industries Journal, 40(0), pp.226-242
Customer–brand relationships exist in many tourism categories; however, these relationships are rarely specified in the integrated resort category. Because an integrated resort consists of various types of travel services, customers form their attitudes based on their pleasure and sensory experiences as well as their cognitively oriented travel activities. This research suggests a model depicting both affective and cognitive elaboration processes that lead to building customer–brand relationship. The findings revealed that customers’ affective (e.g. affective brand experience) and cognitive (e.g. intellectual brand experience) elaborations are elicited concurrently in the formation of brand relationship quality and behavior intention toward an integrated resort brand. The novelty of this study is to provide the understanding of (1) an integrated model of cognitive and affective elaboration of brand experience processing; and (2) a mechanism of brand experience, brand relationship quality, and behavioral outcome in the integrated resort industry. (English)
Link: http://dx.doi.org/10.1080/02642069.2018.1460358 [Google]
