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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Choi, S., C. Choi and A. S. Mattila (2020): Are All Smiles Perceived Equal? The Role of Service Provider’s Gender, Service Science, 12(1), pp.1-7
In service encounters, employees? emotional displays, such as smiling, play a critical role in creating positive impressions. Whereas prior research has examined the impact of displaying authentic emotional expressions on service encounter satisfaction, empirical research on the joint impact of smile intensity and the service provider?s gender is scarce. To bridge that gap, the study reported in this article examines such interactive effects on customers? authenticity perceptions. Findings indicate that a broad smile is perceived as more authentic when the service provider is a female (versus a male). Conversely, a slight smile is more congruent with male stereotypes, thus leading to higher authenticity perceptions. This study further shows that perceived authenticity is the psychological mechanism explaining the link between smile intensity and service encounter satisfaction. The findings suggest that hospitality managers should recognize the importance of the congruency of smile intensity and gender when developing training protocols.
Fernández-Sabiote, E. and I. López-López (2020): Discovering Call Interaction Fluency: A Way to Improve Experiences with Call Centres, Service Science, 12(1), pp.26-42
In this article, the authors integrate the concept of fluency into the call centre service experience. Results (1) provide an easy-to-administer scale to measure call interaction fluency; (2) provide a holistic model by which fluency is linked to customer?s emotional response (anger), an evaluation of the interaction (interaction satisfaction), and the customer-company relationship (call aversion, trust, and satisfaction with the company); (3) highlight agents? nationality and gender as well as customers? age moderated the effect of call interaction fluency on interaction satisfaction; and (4) provide evidence of the role of the coping strategy used by customers depending on their initial emotional state; specifically, fluent interaction proved to be efficacious for both emotion-focused and problem-focused customers. Results reveal that fluency should be considered when designing training programmes for call centre employees.
Zhu, E., B. Kucukyazici and Y. Maizi (2020): Designing Observation Units for Heart Failure Patients: Capacity and Patient Flow Considerations, Service Science, 12(1), pp.8-25
In light of reported benefits, including reduced unnecessary hospitalization and postdischarge events, an increasing number of hospitals are introducing observation units for heart failure patients. To this end, the hospital administrators need to determine the optimal size of the observation unit as well as the admission and discharge policies that would maximize efficiency of the unit under a given capacity. We propose a two-phase methodological framework for designing an observation unit for heart failure patients. In the first phase, by studying various patient volumes and arrival patterns based on a data set from a large secondary hospital, we investigate the optimal number of beds to be installed in an observation unit by means of different analytical models. In the second phase, we study the possible admission and discharge policies for this observation unit with a prespecified capacity. We assess each policy under various quality-of-care and cost criteria, including the probability of postdischarge events, the likelihood of hospitalization, the total cost and the cost–gain ratio. We provide managerial insights for hospital administrators through extensive numerical experiments.
Chen, T.-Y., T.-L. Yeh and C.-I. Chang (2020): How different advertising formats and calls to action on videos affect advertising recognition and consequent behaviours, Service Industries Journal, 40(5), pp.358-379
With theoretical foundations grounded on the Persuasion Knowledge Model, we conducted an online experiment to examine how the formats and calls to action (CTA) of Facebook’s native advertising impact consumers’ recognition in a specific advertisement. A 3 × 3 factorial between-subjects design was employed. We found that presenting an advertisement in a video format and a CTA using a ‘shop now’ function can increase advertising recognition when compared to other approaches. Additionally, we also found that different levels of advertising recognition generally lead to different levels of perceived entertainment, credibility, irritation, and behavioural share intention, and to different levels of understanding of persuasive intention. (English)
Di Berardino, C. and G. Onesti (2020): The two-way integration between manufacturing and services, Service Industries Journal, 40(5), pp.337-357
In recent decades, developed economies have shown increasing employment in the services sector. This trend was accompanied by a contraction in the manufacturing sector. The traditional sectoral boundaries are becoming more blurred, causing some difficulties in the determination of the role of each industry in the economic system. This paper explores this topic by adopting a methodological approach that is different from the traditional analysis in the six main member countries in the Organization for Economic Cooperation and Development. In particular, following Pasinetti’s input–output subsystem approach, the paper describes interindustrial linkages from a vertical perspective. The analysis allows us to capture a growing gap across those countries in the dynamics of both manufacturing and services. These differences do not seem to emerge using the traditional approach. (English)
Dai, Y.-D., Y.-H. Hou, C.-H. Wang, W.-L. Zhuang and Y.-C. Liu (2020): TMX, social loafing, perceived accountability and OCB, Service Industries Journal, 40(5), pp.394-414
This study intends to explore the effect of team-member exchange on perceived accountability and organizational citizenship behavior, as well as the potential moderating effects of social loafing in the relationship. Data were collected from full-time hotel employees in northern Taiwan. A convenience sampling method was used to distribute questionnaires to employees in 25 five-star international tourist hotels. A total of 550 questionnaires were distributed, of which 366 were returned and 184 were rejected due to incorrect completion and incoherent information, yielding a response rate of 66.5%. The result fills previous studies’ research gap and indicates that a moderated mediation model with perceived accountability as the mediator of the relationship between team-member exchange and organizational citizenship behavior, and with social loafing as the moderator on such negative indirect link between team-member exchange, perceived accountability, and organizational citizenship behavior. (English)
Cavazotte, F., V. Moreno and L. C. C. Lasmar (2020): Enabling customer satisfaction in call center teams: the role of transformational leadership in the service-profit chain, Service Industries Journal, 40(5), pp.380-393
The importance of the effect of work climate and employee attitude on customer satisfaction has attracted the attention of practitioners and researchers, and, hence, lead to the development of the service-profit chain framework. However, companies whose services involve tasks that are not intrinsically motivating and whose performance rewards are scarce face significant challenges motivating customer service teams and, thus, promoting customer satisfaction and organizational performance. We argue that, in such contexts, transformational leadership is an important factor for service management and that it is essential to foster engagement, satisfaction, and performance among service teams. To assess this proposition, we develop and statistically test a causal model with data from 224 teams (3938 employees) from a large call center company in Brazil. Employee performance and customer satisfaction were assessed with objective metrics supplied by the company. The results from structural equation analyses support all hypotheses in the study. Implications for service companies are addressed. (English)
Kim, J.-H. and M. Kim (2020): Conceptualization and assessment of E-service quality for luxury brands, Service Industries Journal, 40(5), pp.436-470
Designed as a two-part study, the current study systematically evaluates the e-service quality performance of luxury fashion websites (Study 1) and investigates actual shoppers’ perceptions and evaluations of the e-service quality of luxury fashion websites and their influence on e-satisfaction and e-loyalty (Study 2). This study further examines the moderating role of luxury online shoppers’ income levels in the relationship among perceptions and evaluations of e-service quality, e-satisfaction, and e-loyalty. The results of the study confirm a preliminary stage of e-commerce development for luxury fashion websites, revealing a large gap between online and offline experiences. The comprehensive e-service attributes identified and empirically tested in the study will be useful to both academic researchers and industry practitioners not only for assessing current e-service quality, but also identifying specific areas for improvement. (English)
Liu, X.-Y. and Y. Liu (2020): The service smile chain: linking leader emotions to customer outcomes, Service Industries Journal, 40(5), pp.415-435
This study examines the emotional mechanisms that link leadership and customer outcomes. Data were collected from 359 matched supervisor-subordinate-customer triads in a chain restaurant in China. Results show that leader positive emotions are transmitted to customers via service employee positive emotions, which then increase customer re-patronage intentions. However, although leader negative emotions are positively associated with employee negative emotions, employee negative emotions are not transmitted to customers. Moreover, employees’ negative affectivity (NA) moderates the relationship between leaders’ and employees’ negative emotions, such that the relationship is stronger among high NAs. The study extends prior literature by identifying a service smile chain that links leadership and customer outcomes and by investigating the moderating role of NA in such chains. Study findings highlight the important connection between intra-organizational emotional mechanisms and customer outcomes and point to the importance of an emotionally healthy workplace to better customer service. (English)