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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Berry, L. L., T. S. Danaher, L. Aksoy and T. L. Keiningham (2020): Service Safety in the Pandemic Age, Journal of Service Research,
The service sector has been rocked by the COVID-19 pandemic. This stems in large part from the inseparable, high-contact nature of many services. During a pandemic, multiple forms of contact ? customer-to-customer, customer-to-employee, employee-to-employee, and customer/employee-to-air/surfaces ? can lead to serious illness or death. The urgent need for increased separability and decreased contact have led to a wave of service adaptations (firms? efforts to improve safety) and service transformations (innovations that bolster safety while offering additional benefits that are superior to what existed previously). COVID-19 has made service safety paramount, with most attention being paid to minimizing disease transmission. However, safety needs in a pandemic extend beyond physical to include interrelated domains of emotional, financial, and information safety. Physical safety is the absence of harm or injury. Emotional safety is relief from mental distress arising from pandemic-related personal traumas. Financial safety concerns minimizing economic insecurity related to the pandemic. Information safety refers to people?s sense of confidence that they have the information they need to make good decisions, information that is trustworthy. We describe the unique service transformations addressing these safety concerns of Hong Kong International Airport, Henry Ford Health System (Detroit), Innocent Bystander (Australia), and Service Now that are likely to continue after the pandemic has passed. Important questions for service researchers to guide managers in reinventing how they create, deliver, and market services are highlighted.
Vilnai-Yavetz, I., A. Rafaeli and C. Shapira (2020): Service Professionals and Managerial Control: Institutional, Employment, and Personal Segmentations, Services Marketing Quarterly, 41(3), pp.256-272
AbstractFor service professionals, work is a central life interest, raising questions about the effectiveness of managerial controls. We examine reactions of professionals (676 physicians) to imposed managerial controls in the form of a time clock. The main contribution of this study is its demonstration that segmenting professionals can help unravel reactions to management controls. All professionals are sensitive to external control measures that threaten their organizational status, but the institutional working context (far more than individual-level employment arrangements or demographics) determines the extent of these reactions.
Gilboa, S., I. Vilnai-Yavetz, V. Mitchell, A. Borges, K. Frimpong and N. Belhsen (2020): Mall experiences are not universal: The moderating roles of national culture and mall industry age, Journal of Retailing and Consumer Services, 57(), pp.102210
Faced with rising competition from innovative retail channels, the primary competitive advantage of shopping malls lies in the unique set of experiences they can provide. A widely accepted assumption in the mall literature is that the contribution of mall experiences to equity and loyalty is stable, positive, and universal. Here shoppers from four countries (England, France, Israel, and Morocco) reported their mall experiences (seductive, social, and recreational). These experiences impact loyalty through mall equity differentially in each country. National culture and mall industry age moderate positive mall outcomes, challenging previous assumptions about standardization across countries as the best approach to mall management.
Taheri, B., M. J. Gannon and M. Kesgin (2020): Visitors’ perceived trust in sincere, authentic, and memorable heritage experiences, Service Industries Journal, 40(44084), pp.705-725
The success of cultural destinations often centres on whether consumers trust the provenance and integrity of the heritage assets, activities, and services therein. However, few studies examine whether this ‘perceived trust’ influences the authenticity, sincerity, and memorability of cultural heritage consumption. To investigate the relationships between these constructs, we surveyed 320 visitors to Iranian cultural heritage sites. The findings suggest that perceived trust positively influences visitors’ perceptions of sincerity, existential authenticity, and object-based authenticity, stimulating memorable experiences in the process. This, in turn, emphasises the antecedent importance of perceived trust in shaping consumption. In the face of increasing commercialisation within the cultural heritage sector more generally, we therefore encourage practitioners to prioritise safeguarding the integrity of their offerings, promoting heritage assets in a manner that stimulates perceived trust. (English)
Asante Boadi, E., Z. He, J. Bosompem, C. N. Opata and E. K. Boadi (2020): Employees’ perception of corporate social responsibility (CSR) and its effects on internal outcomes, Service Industries Journal, 40(44084), pp.611-632
Based on the Means-End Chain Theory, this paper tested the relationship between Employee perception of CSR and its effects on firms’ internal outcomes (Employee Performance and Employee Corporate Identification) with Employee perceived Quality of Work Life (QWL) and Employee Work Motivation patterns (Intrinsic and Extrinsic) as intermediating variables in the relationship. The paper then uses structural equation model to analyse data on 235 employees from the best rural banks registered with the Bank of Ghana and listed on the Ghana Club 100. The findings show that: (1). Employees’ perception of CSR relates positively to their performance and corporate identification. (2). Perceived extrinsic motives for CSR by intrinsically motivated employees weakened the positive link between their perceptions of CSR and performance. (3). A partial mediation of QWL in the relationships between perceptions of CSR, performance and corporate identification was identified. Implications for theory and practice are discussed accordingly. (English)
Gim, G. C. W. and T. Ramayah (2020): Predicting turnover intention among auditors: Is WIPL a mediator?, Service Industries Journal, 40(44084), pp.726-752
The purpose of this study was to investigate the effects of the four dimensions of organisational justice and competitive psychological climate on work interference with personal life (WIPL) and subsequently, the effect of WIPL on turnover intention. Specifically, the mediating role of WIPL was also investigated. Data were collected from 383 auditors in audit firms in Malaysia. Partial least squares structural equation modeling (PLS-SEM) was used to analyse the research model. Results revealed that distributive justice and interpersonal justice were negatively related to WIPL, while competitive psychological climate was positively related to WIPL. Additionally, WIPL was found to be positively related to turnover intention. Distributive justice, interpersonal justice, and competitive psychological climate were also found to have indirect effects on turnover intention through WIPL. This study has specifically further contributed to theoretical knowledge by uncovering the mediating role of WIPL based on the conservation of resources (COR) theory. (English)
Kim, K., K. K. Byon and W. Baek (2020): Customer-to-customer value co-creation and co-destruction in sporting events, Service Industries Journal, 40(44084), pp.633-655
Previous scholars have examined value co-creation and co-destruction processes that take place between customers and service organizations or employees. Despite most service consumption situations occurring in the presence of other customers, few studies have examined customer-to-customer value co-creation and co-destruction. This lack of attention is particularly prevalent in sport service research. The purpose of the current study is to examine how other customers’ value creation (i.e. passion) and destruction (i.e. dysfunctional behavior) factors influence focal customers’ perceived value (i.e. economic, social, emotional, and epistemic), which in turn leads to customer citizenship behaviors (i.e. helping behavior and word-of-mouth). By using a convenience sampling method, data were collected from 318 spectators of professional golf tournaments. The results of structural equation modeling indicated that other customers’ passion had a positive influence on focal customers’ economic, social, emotional, and epistemic values (i.e. customer-to-customer value co-creation). Other customers’ dysfunctional behavior was negatively associated with customers’ emotional value (i.e. customer-to-customer value co-destruction). Emotional and epistemic values positively predicted helping behavior. Social, emotional, and epistemic values had positive effects on word-of-mouth. Overall, the present study contributes to value co-creation and co-destruction literature by highlighting other customers as potential value integrators. Further, the current work indicates that customer behaviors can serve as a double-edged sword, and it offers golf event practitioners novel insights regarding the necessity of strategic management aimed at facilitating customers’ passionate behaviors while protecting against the deleterious effects of dysfunctional behaviors. (English)
Zhang, M., F. Qin, G. A. Wang and C. Luo (2020): The impact of live video streaming on online purchase intention, Service Industries Journal, 40(44084), pp.656-681
E-retailers are embracing new digital marketing strategies to provide more authentic information to their customers. This research examines the impact of live video streaming (LVS), defined as broadcasts in real time to an audience over the Internet for business-to-consumer and business-to-business communication. Although LVS has been adopted as a marketing strategy by e-retailers, its effect on customers’ online purchase intention remains unknown. Drawing on construal level theory, this study empirically examines the impact of LVS on customers’ online purchase intention considering psychological distance and perceived uncertainty. We test the research framework with the aid of a quasi-experiment using secondary data collected from Taobao.com, the largest online trading platform in China, and two experimental designs. The presented results indicate that the LVS strategy can improve customers’ online purchase intention by reducing psychological distance and perceived uncertainty. In addition, product type moderates the impact of LVS on perceived uncertainty. This paper finally provides some of the practical and managerial implications of our findings. (English)
Kitsios, F. and M. Kamariotou (2020): Mapping new service development: a review and synthesis of literature, Service Industries Journal, 40(44084), pp.682-704
This paper presents the state of the art in new service development (NSD) by analyzing 178 papers that have been categorized by discipline and method, implementing a structured methodological framework to identify existing knowledge. The findings of this paper come at odds with the notion that NSD is something that just ‘happens’, and can be used as a tool to raise awareness about organizational characteristics that need to be taken into consideration when developing new services. This work contributes to the study of service innovation and NSD and opens avenues for further research on the topic. The managerial implications of this paper highlight the importance of interdisciplinary collaboration for the implementation of successful NSD. (English)