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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Hamby, A. and T. van Laer (2021): Not Whodunit But Whydunit: Story Characters’ Motivations Influence Audience Interest in Services, Journal of Service Research, (), pp.1
Service providers and consumer well-being advocates often share stories to promote audience interest in relevant behavior. This research examines how characters’ motivations for engaging in service-related behavior in such stories influence consumers’ interest in services. Across five studies, we show that audiences are more interested in services after reading about a character who acts for intrinsically (vs. extrinsically) motivated reasons. We show that this occurs because the audience identifies more with intrinsically motivated characters. We also examine how consequences of characters’ actions (both for others and for themselves when they make miscalibrated decisions) shape an audience’s service interest in targeted ways, specifically encouraging interest in services that help people while avoiding unintended negative consequences. The results of this work suggest that stories can be an effective way to encourage consumers’ interest in services that enhance personal and societal well-being and identify critical story elements that influence their success in doing so.
Hochstein, B., N. N. Chaker, D. Rangarajan, D. Nagel and N. N. Hartmann (2021): Proactive Value Co-Creation via Structural Ambidexterity: Customer Success Management and the Modularization of Frontline Roles, Journal of Service Research, (), pp.1
An increasing number of business-to-business (B2B) service firms have transitioned to recurring revenue-based solutions. These subscription B2B solutions are becoming increasingly common, yet offer challenges for long-term renewal if value is not consistently realized by the customer. To address this concern, customer success (CS) management has emerged. CS management is based on regular proactive action taken by the seller to (a) educate, prepare, and engage customers for value co-creation; (b) demonstrate the value delivered by the solution; and (c) provide a channel for advocacy on behalf of customers within the service-providing firm. Our findings highlight the under-researched topic of CS in B2B settings. Specifically, we propose the CS function and role as a structural alternative to within-person (i.e., cross-functional) ambidexterity and emphasize the ability of a CS focus by service firms to complement existing firm operations in value creation efforts. Our case study analysis provides a multilevel perspective (i.e., executive, functional role employees, and customers) via in-depth interviews that offer unique insights on “how parts of the service-sales system work together.” Overall, CS is growing as a practice that propagates value to the customer via ongoing success with solutions while improving service-firm renewal and growth of subscription business.
Lu, L., G. Gregory, L. Ngo and R. Bagozzi (2021): Managing Customer Uncertainty in Making Service Offshoring Decisions, Journal of Service Research, (), pp.1
Despite a long-standing interest in service offshoring from both academics and practitioners, the questions how and under what conditions customers react when a well-known national brand decides to outsource its services to an offshore service provider (OSP) is an understudied area. Drawing on cognitive consistency theory, we test a new construct called, “service offshoring fit” (SOF) that captures
Subramony, M., M. Groth, X. J. Hu and Y. Wu (2021): Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review, Journal of Service Research, (), pp.1
We conducted a comprehensive review of empirical research related to frontline service employees over the past four decades (1980-2020). Utilizing a bibliometric mapping approach, we identified 630 relevant articles appearing in service, management, marketing, and applied/occupational health psychology journals. Our analysis identified five distinct research clusters: (a) collective predictors and effects, (b) services encounters, (c) emotional regulation and management, (d) customer orientation, and (e) service stress and strain. In this article, we describe the nature of current research within each of these clusters and identify future directions within and across different clusters for scholarly work. Our review highlights the conceptual and methodological richness within the clusters and calls out for interdisciplinary scholarship to build a diverse, yet unified field of service work research.
Hollebeek, L. D., V. Kumar and R. K. Srivastava (2020): From Customer-, to Actor-, to Stakeholder Engagement: Taking Stock, Conceptualization, and Future Directions, Journal of Service Research, (), pp.1.094670521e+15
Despite the significant strides made in the customer engagement literature, the need to understand any marketing actor?s engagement (vs. merely the customer?s) is increasingly recognized. Therefore, the budding actor engagement (AE) concept, which is commonly grounded in S-D logic, describes any marketing actor?s engagement, including that of customers, firms, employees, suppliers, and so on. However, while S-D logic-informed AE offers important insight into actors? mutual value creation, it largely overlooks the sociopolitical notions that (a) actors? potentially diverging goals may see them act against (vs. pro) focal others? interests and (b) different actors may extract differing levels of value from interactions, as advanced in stakeholder theory. Based on these gaps, we extend existing AE research by developing integrative stakeholder theory/S-D logic-informed stakeholder engagement (SE). We deduce five core SE tenets, from which we conceptualize SE as a stakeholder?s state-based, boundedly volitional resource endowment in his/her role-related interactions, activities, and/or relationships. We conclude this article by discussing important implications that arise from our analyses and by identifying avenues for further research.
Baier, L., N. Kühl, R. Schüritz and G. Satzger (2021): Will the customers be happy? Identifying unsatisfied customers from service encounter data, Journal of Service Management, 32(2), pp.265-288
Purpose: While the understanding of customer satisfaction is a key success factor for service enterprises, existing elicitation approaches suffer from several drawbacks such as high manual effort or delayed availability. However, the rise of analytical methods allows for the automatic and instant analysis of encounter data captured during service delivery in order to identify unsatisfied customers. Design/methodology/approach: Based on encounter data of 1,584 IT incidents in a real-world service use case, supervised machine learning models to predict unsatisfied customers are trained and evaluated. Findings: We show that the identification of unsatisfied customers from encounter data is well feasible: via a logistic regression approach, we predict dissatisfied customers already with decent accuracy—a substantial improvement to the current situation of “flying blind”. In addition, we are able to quantify the impacts of key service elements on customer satisfaction. Research limitations/implications: The possibility to understand the relationship between encounter data and customer satisfaction will offer ample opportunities to evaluate and expand existing service management theories. Practical implications: Identifying dissatisfied customers from encounter data adds a valuable methodology to customer service management. Detecting unsatisfied customers already during the service encounter enables service providers to immediately address service failures, start recovery actions early and, thus, reduce customer attrition. In addition, providers will gain a deeper understanding of the relevant drivers of customer satisfaction informing future new service development. Originality/value: This article proposes an extendable data-based approach to predict customer satisfaction in an automated, timely and cost-effective way. With increasing data availability, such AI-based approaches will spread quickly and unlock potential to gain important insights for service management.
Dodds, S. and A. C. Hess (2021): Adapting research methodology during COVID-19: lessons for transformative service research, Journal of Service Management, 32(2), pp.203-217
Purpose: Coronavirus disease 2019 (COVID-19) has created a challenging, yet opportunistic, environment in which to conduct transformative service research (TSR) and assess research methodology. The purpose of this paper is to evaluate and gain important new insights of a group interviewing method with vulnerable people and their support group, adapted and transferred online during COVID-19. Design/methodology/approach: This research examines the experiences of 35 participants (nine family groups composed of parents and young people), involved in a research project that explores a sensitive topic, youth alcohol consumption and family communication, that was moved online during lockdown. Researcher reflections on running group interviews face-to-face prior to COVID- 19 and online during lockdown are included in the data. Findings: Thematic analysis of participant interviews and researcher reflections reveals four key benefits and three limitations of online group interviews with vulnerable people and their support group. The benefits include being comfortable, non-intrusive and safe; engaging and convenient; online communication ease and easy set-up. The limitations relate to lack of non-verbal communication, poor set-up, and privacy and access issues. Practical implications: The global environment is uncertain and being able to implement effective qualitative research online is essential for TSR and service research in the future. This paper provides a step by step procedure for an innovative online group interviewing technique that can be used by TSR and qualitative service researchers. Originality/value: Conducting research during a pandemic has provided unprecedented insights into qualitative research approaches and methodology. This paper contributes to literature on service and TSR methodology by providing a framework for researchers to investigate vulnerable groups online in an effective, safe and non-intrusive way. The framework also has the potential to be applied to other service contexts.
Hazée, S. and Y. Van Vaerenbergh (2021): Customers’ contamination concerns: an integrative framework and future prospects for service management, Journal of Service Management, 32(2), pp.161-175
Purpose: Customers might become concerned about getting contaminated and adapt their behavior accordingly, which is of critical concern for service managers. The purpose of this paper is threefold. First, this paper synthesizes the extant body of research within psychology and marketing into an integrative framework that helps understand the current state of knowledge on contamination. Second, this review summarizes evidence-based managerial recommendations on how to deal with customers’ contamination concerns. Third, this paper provides guidance for future research by proposing several ways in which those concerns might influence service management. Design/methodology/approach: This paper conducts an integrative literature review of over 30 years of psychology and marketing research on contamination concerns. Findings: The paper reviews physical and metaphysical contagion models, the situational cues that may activate customers’ contamination concerns, the psychological mechanisms that underlie the relationship between contamination and customer outcomes and the individual characteristics that influence customer sensitivity to contamination cues. Moreover, this review identifies actions that service managers can take to prevent customers’ contamination concerns. Finally, still much has to be learned about how organizations should deal with fear of contamination by the time a next pandemic breaks out. Originality/value: This paper develops an integrative framework that serves as a structured knowledge map onto the contamination phenomenon and paves the way for future service research.
Lang, B., R. Dolan, J. Kemper and G. Northey (2021): Prosumers in times of crisis: definition, archetypes and implications, Journal of Service Management, 32(2), pp.176-189
Purpose: This paper defines prosumers in light of the COVID-19 crisis and other contexts. It addresses how prosumers helped overcome challenges caused by COVID-19 and is the first paper to develop a taxonomy of prosumers, their differentiating characteristics and the degree to which they are useful in overcoming the challenges of COVID-19. Design/methodology/approach: We conducted a literature search of the prosumer literature using the Web of Science and Scopus databases. Findings: This study solves a definitional dilemma of prosumers and develops six prosumer archetypes displaying the nuances of prosumers. The study shows that the six prosumer archetypes vary in their usefulness in addressing challenges caused by COVID-19. The findings demonstrate the micro (individual), meso (organizational) and macro (societal) benefits offered by prosumers in times of crises. Research limitations/implications: This study has some clear implications for the prosumer literature, the services literature and the crisis literature by clarifying the role of prosumers in times of crisis. Practical implications: This paper offers several implications at the micro (individual), meso (organizational), and macro (societal) levels that are offered by prosumers in times of crises. The benefits of prosumers afford individuals, service practitioners and other organizations ways to remain resilient and strong in the face of significant crises such as COVID-19. Originality/value: This paper makes three specific contributions. First, it contributes to the service literature by highlighting the role and value of prosumers in crises, an area currently under-researched. Secondly, it developed six prosumer archetypes displaying the nuances of prosumers, contributing to the prosumer literature by sharpening the focus of this versatile phenomenon and demonstrating the differential value of each type of prosumer in times of crises. Lastly, the study advances the prosumer literature by resolving the definitional dilemma of prosumers and by providing a broad, yet specific definition of prosumers that captures the different perspectives evident in the prosumer literature.
Mollenkopf, D. A., L. K. Ozanne and H. J. Stolze (2021): A transformative supply chain response to COVID-19, Journal of Service Management, 32(2), pp.190-202
Purpose: This research employs a transformative service lens to examine the role of the supply chain ecosystem in ensuring the health and safety of employees and customers as a well-being outcome during the coronavirus disease of 2019 (COVID-19) pandemic. Design/methodology/approach: This is a conceptual paper examining the response of the supply chain to the current food crisis caused by the pandemic. Findings: Based on the service-dominant logic (SDL) paradigm, the COVID-19 examination of the supply chain ecosystem provides a foundation for further research employing a transformative lens. Research limitations/implications: The COVID-19 situation is primarily explored from a Western, educated, industrialised, rich and democratic (WEIRD) societies’ context. Future research should explore the applicability of the transformative service lens to other societies. Practical implications: The conceptual discussion and research agenda provide direction for researchers, practitioners and policymakers towards a transformative supply chain ecosystem. Originality/value: This research includes the well-being of employees and customers in the service supply chain outcome measures, draws supply chain management into the TSR domain, while also solidifies a service ecosystem perspective of supply chain management.
Mulcahy, R. F., N. Zainuddin and R. Russell-Bennett (2021): Transformative value and the role of involvement in gamification and serious games for well-being, Journal of Service Management, 32(2), pp.218-245
Purpose: This study aims to investigate the use of gamification and serious games as transformative technologies that encourage health and well-being behaviors. The purpose of this paper is to investigate the transformative value that can be created by gamified apps and serious games and the role involvement plays between transformative value and desired outcomes. Design/methodology/approach: Four gamified apps/serious games were examined in the study, with data collected from N = 497 participants. The data were analyzed using structural equation modeling. Findings: The results revealed that gamified apps and serious games can create three transformative value dimensions – knowledge, distraction, and simulation – which can have direct and indirect effects on desired outcomes. Examination of competing models revealed involvement plays a mediating rather than a moderating role for gamification and serious games for well-being. Originality/value: This research contributes greater understanding of how technology can be leveraged to deliver transformative gamification services. It demonstrates the multiple transformative value dimensions that can be created by gamified apps and serious games, which assist the performance of well-being behaviors and which have yet to be theorized or empirically examined. The study also establishes the mediating rather than the moderating role of involvement in gamification and serious games, as called for in the literature.
Sands, S., C. Ferraro, C. Campbell and H.-Y. Tsao (2021): Managing the human–chatbot divide: how service scripts influence service experience, Journal of Service Management, 32(2), pp.246-264
Purpose: Brands are increasingly considering the use of chatbots to supplement, or even replace, humans in service interactions. Like humans, chatbots can follow certain service scripts in their encounters, which can subsequently determine the customer experience. Service scripts are verbal prescriptions that seek to standardize customer service interactions. However, while the role of service scripts is well documented, despite the increasing use of chatbots as a service mechanism, less is known about the effect, on consumers, of different service scripts presented during chatbot service encounters. Design/methodology/approach: An experimental scenario was developed to test the research hypotheses. Respondents were randomly allocated to scenarios representing a 2 (service interaction: human, chatbot) × 2 (service script: education, entertainment) design. A total of 262 US consumers constituted the final sample for the study. Findings: The findings indicate that when employing an education script, a significant positive effect occurs for human service agents (compared to chatbots) in terms of both satisfaction and purchase intention. These effects are fully mediated by emotion and rapport, showing that the bonds developed through the close proximity to a human service agent elicit emotion and develop rapport, which in turn influence service outcomes. However, this result is present only when an educational script is used. Originality: This paper contributes to the emerging service marketing literature on the use of digital services, in particular chatbots, in service interactions. We show that differences occur in key outcomes dependent on the type of service script employed (education or entertainment). For managers, this study indicates that chatbot interactions can be tailored (in script delivered) in order to maximize emotion and rapport and subsequently consumer purchase intention and satisfaction.
Tuzovic, S. and S. Kabadayi (2021): The influence of social distancing on employee well-being: a conceptual framework and research agenda, Journal of Service Management, 32(2), pp.145-160
Purpose: The ongoing pandemic caused by the coronavirus disease 2019 (COVID-19) virus has severely influenced lives and livelihoods. As service organizations either face hibernation or continuity of their business operations, the impact of social distancing measures raises major concerns for the well-being of service employees. In this paper, the authors develop a conceptual framework to examine how different social distancing practices impact an organization’s service continuity or service hibernation, which in turn affects different dimensions of their employee subjective well-being during the COVID-19 pandemic. Design/methodology/approach: The authors draw on macroeconomic data and industrial reports, linking them to theoretical concepts to develop a conceptual framework and a research agenda to serve as a starting point to fully understand the impact of this pandemic on employee well-being. Findings: This article develops an overarching framework and research agenda to investigate the impact of social distancing practices on employee well-being. Originality/value: The authors propose two opposing business concepts – service continuity and service hibernation – as possible responses to social distancing measures. By bridging different theoretical domains, the authors suggeste that there is a need to holistically examine macro-, meso- and micro-level factors to fully understand the impact of social distancing–related measures on employee well-being.
Liu, J., W. Wei, Q. Peng and C. Xue (2021): Examination of Chinese Older Adults’ Attitudes Toward Senior Living Institutions, Service Science, 13(1), pp.36-50
Amid population aging, the senior living industry has become an important sector of the service industry, especially in China. Population control throughout the past four decades has led to the quintessential ?sandwich? family, wherein a young couple faces pressure to care for four elderly parents as well as their own child(ren). A lack of proper home care for older adults in China has thus accelerated social and economic demand for senior living institutions (SLIs). Although a growing number of SLIs are being built in the country, occupancy rates remain low. It is therefore crucial to explore why older adults are not accepting SLIs as a solution to their needs. This study broaches this topic by investigating the mechanism underlying the impact of family support for choosing an SLI on older adults? attitudes toward these institutions. Specifically, a mediation model was proposed to investigate the roles of life satisfaction and older adults? subjective knowledge of SLIs among 1,723 older Chinese adults. Multigroup path analysis was also carried out to test applicable sociodemographic differences. Findings revealed a significant suppressing effect of life satisfaction and a partial mediating effect of subjective knowledge along with group differences. Overall, this study provides meaningful implications for SLI marketing.
Lu, B., S. Hao, M. Pinedo and Y. Xu (2021): Frontiers in Service Science: Fintech Operations—An Overview of Recent Developments and Future Research Directions, Service Science, 13(1), pp.19-35
In this paper, we provide a survey of recent developments in the fintech (financial technology) industry, focusing on the operational structures, the technologies involved, and the operational risks associated with the new systems. In particular, we discuss payment systems, algorithmic trading, robo-advisory, crowdfunding, and peer-to-peer lending. In the conclusion section, we discuss various promising research directions.
Baker, M. A. and T. S. Legendre (2021): Unintended negative consequences of loyalty programs: endowed vs earned loyalty, Journal of Services Marketing, 35(2), pp.210-221
Purpose: Loyalty programs are pervasive across service industries. However, the examination of cross-customer effects represents a critical gap in the loyalty literature. To address this gap, this research conducts two between-subjects experimental design studies to examine traditional versus endowed loyalty status earner attitudinal loyalty intention toward the company, switching intentions and perceived unfairness. Design/methodology/approach: Study 1 conducts a 2 (self: earned vs endowed) × 2 (others: earned vs endowed) between-subjects experimental design on the direct effects of attitudinal loyalty intention toward the company and switching intentions. Study 2 builds upon these findings by examining the mediation effect of perceived unfairness on the attitudinal loyalty intention toward the company and switching intentions. Findings: Results from Study 1 find that cross-customer comparisons exist, and traditional loyalty members have negative attitudinal loyalty intention toward the company and switching intentions when comparing their rewards to endowed earner rewards. Study 2 examines an airline context and finds that unfairness mediates the relationship. Originality/value: The research builds upon the literature surrounding cross-customer comparisons, loyalty programs, equity theory and endowed status and discusses the unintended negative consequences related to endowed loyalty rewards on other customer intentions that have critical managerial implications.
Burton, J. L., J. R. Mosteller and K. E. Hale (2021): Using linguistics to inform influencer marketing in services, Journal of Services Marketing, 35(2), pp.222-236
Purpose: To inform and optimize frontline service interactions associated with higher education recruitment, the linguistic content and context of online posts by brand ambassadors and prospective students in a brand community are examined. Design/methodology/approach: Using Linguistic Inquiry Word Count (LIWC) with content analysis, the authors examine over 20,000 online communication posts to identify prospects’ needs and communication styles that may inform brand ambassadors’ outreach efforts. Findings: Analysis reveals linguistic differences between brand ambassadors’ and prospective students’ posts across public and private spaces, suggesting gaps in exchange efficacy. Publicly, prospects express more positive emotion, affiliation and authenticity than in private posts, where posting engagement is the highest. Prospects overall low clout language, combined with brand ambassadors’ low authenticity scores, suggest limited influence in exchange efforts. Theoretically, findings suggest that given the hedonic nature of public exchanges, this is where brand ambassadors may be more influential than in private, utilitarian informational exchanges. An integrated influencer marketing servicescape model is developed to guide future research. Originality/value: Findings extend and integrate the online servicescape and influencer marketing literatures by revealing the importance of service interaction context and linguistic styles in enhancing frontline informational exchanges. Aligning linguistic language such as analytical thought, clout, authenticity, emotional tone, temporal focus and affiliation between public and private contexts may enhance authenticity in frontline service interactions, thereby enhancing communication effectiveness.
Gnusowski, M. (2021): Viewpoint: service research in Post-Soviet states and the former eastern bloc, Journal of Services Marketing, 35(2), pp.145-151
Purpose: This paper aims to improve the service discipline’s understanding of the unique challenges and opportunities that services marketers encounter in Central, Eastern and Southeastern Europe (CESEE) and Post-Soviet states. This paper also serves as an introduction to the special section about services marketing perspectives in this region. Design/methodology/approach: Considering the Post-Soviet reality, the paper is a viewpoint regarding the specific development potential of services marketing in the CESEE region. In addition, the three papers included in the special section use a variety of research methods, participants and service settings. Findings: First, this paper outlines the positive and negative consequences of the radical changes in the services markets over the past 30 years. Next, all three papers included in the special section explore the distinctive customer perspective of services marketing. Finally, this paper discusses the specific relationship building environment of the Post-Soviet reality and how its unique do-it-yourself background contributes to the existing discussion on consumers’ involvement in the co-creation of value. Research limitations/implications: The findings from this special section have valuable implications for future research on services marketing in the CESEE markets, although these may not always be generalizable beyond the unique context of the research detailed in each of these papers. Practical implications: This research, along with the three papers, presents some useful directions for services marketing managers cooperating with the CESEE markets, such as understanding and managing the expectations of their customers or employees. Originality/value: This paper is one of the first attempts to understand the uniqueness of the under-researched area of services marketing in the CESEE and Post-Soviet States, both from a theoretical and empirical point of view. This also provides previously under-represented authors from the region the opportunity to present their perspective to an international service community.
Hollebeek, L. D., D. L. G. Smith, E. Kasabov, W. Hammedi, A. Warlow and M. K. Clark (2021): Customer brand engagement during service lockdown, Journal of Services Marketing, 35(2), pp.201-209
Purpose: While the customer brand engagement (CBE) research has advanced important insight, most studies to date explore CBE under regular, free-market conditions, yielding an important knowledge gap regarding its manifestation under less regular conditions, including disaster/pandemics. This study, therefore, aims to explore CBE with essential/non-essential service during COVID-19-prompted citizen lockdown. Design/methodology/approach: Based on a review, the authors develop a framework of lockdown-based CBE with essential/non-essential service interactions, which are conceptualized by their respective capacity to meet differing needs in Maslow’s hierarchy. The authors view lockdown-based essential/non-essential service interactions to differentially impact CBE, as summarized in a set of propositions. Findings: The framework depicts lockdown-based essential/non-essential service interactions and their respective impact on CBE. The authors propose two essential service modes (i.e. socially distant/platform-mediated interactions) and two non-essential service modes (i.e. service closure/platform-mediated interactions), which the authors hypothesize to differently affect CBE. Moreover, the authors view the associations between our lockdown-based service modes and CBE to be moderated by customers’ regulatory focus (i.e. promotion/prevention), as formalized in the propositions. Research limitations/implications: Given the authors’ focus on lockdown-based CBE, this paper adds unique insight to the literature. It also raises ample opportunities for further study, as outlined. Practical implications: This study yields important managerial implications, including the suggested adoption of differing tactics/strategies to leverage promotion/prevention-focused customers’ brand engagement during lockdown. Originality/value: By exploring the effects of lockdown-based essential/non-essential service modes on promotion/prevention-focused customers’ brand engagement, this paper adds novel insight.
Ianole-Calin, R., G. Hubona, E. Druica and C. Basu (2021): Understanding sources of financial well-being in Romania: a prerequisite for transformative financial services, Journal of Services Marketing, 35(2), pp.152-168
Purpose: The purpose of this paper is to investigate the extent to which financial behavior and financial well-being are affected by cognitive and non-cognitive factors in a specific Romanian post-communist context. This study shows that financial well-being is significantly linked to both financial education and to a set of non-cognitive factors. This paper offers strategic insights on what financial services should communicate to consumers and how they should be communicated, achieve the mutual benefits of the transformative paradigm. Design/methodology/approach: This study uses an online sample of 1,602 participants, representative of the general population in Romania concerning income and education, to collect data on financial anxiety, financial security and financial saving behavior (dependent variables), self-control, optimism, future orientation, deliberative thinking and financial literacy (independent variables). This paper measures the latent constructs – as composite indices, using partial least squares – path modeling. Working with WarpPLS software version 6.0 allows exploration of both linear and non-linear relationships involved in the model, along with their practical and managerial implications. Findings: The results indicate that the key component to address in the development of financial services (in the post-soviet context) is financial anxiety. This study finds that, in contrast to Western countries, in Central, Eastern and Southeastern Europe (CESEE), financial education is not always a panacea. Additionally, financial security is not always the most important goal for consumers. Practical implications: This paper suggests managerial recommendations for redefining the relationship between banks and the Romanian population, focused mainly on diminishing financial anxiety and increasing financial security, as key elements of transformative financial services. Originality/value: The study highlights the significant role played by behavioral variables in shaping financial well-being in Romania, being among the very few investigations illustrating the relevance of the topic in post-communist countries. This research shows unique challenges for the design of transformative financial services in a specific (post-communist) setting and provides insights on how financial services marketing can become more effective in the CESEE region.
Kacprzak, A. and K. Dziewanowska (2021): Perception of customer retail experiences in Poland, Journal of Services Marketing, 35(2), pp.182-200
Purpose: Poland’s political and economic transition of 1989 resulted in a cultural trauma experienced by consumers, which has influenced their perception of the retail experience. However, younger Polish consumers can remember neither communism nor the transition period. Therefore, this study aims to investigate the differences in perception of customer experiences in retail between Poland’s pre- and post-transitional generations. Design/methodology/approach: A quantitative survey is first conducted with a sample of 1,045 Polish consumers measuring their perception of utilitarian and hedonic customer experiences in retail environments. Then, five qualitative focus group interviews with 29 participants provide an in-depth understanding of the survey results. Findings: The quantitative study suggests that the pre-transitional generation is focused on utilitarian experiences, whereas the post-transitional generation is attracted to hedonic experiences in retail environments. The qualitative study provides an understanding of how the utilitarian and hedonic aspects of customer retail experiences are perceived and how the cultural trauma manifests in consumers’ values. Originality/value: The study provides a new perspective on the customer experience in retail contexts from a society that has undergone a cultural trauma. The findings focus on generational differences in consumer attitudes toward hedonic and utilitarian experiences in a post-transition society and expand the theory of cultural trauma into the field of customer retail experience.
Mitrega, M., V. Spacil and G. Pfajfar (2021): Co-creating value in post-communists contexts: capability perspective, Journal of Services Marketing, 35(2), pp.169-181
Purpose: The purpose of this paper is to test what kind of value co-creation-related organizational capabilities may be applied in the specific context of the post-communist business-to-customer service industry in Poland and how these capabilities translate into service innovation success. Design/methodology/approach: The research model with control variables was hypothesized in regard to the customer co-creation and specific institutional setting in post-communist Poland. The model was tested using survey data from Polish companies in the service sector. The variable indicators for customer co-creation capability were developed through a series of in-depth interviews with managers. Findings: First, a service company’s organizational processes that leverage customer communication and enable this communication to be transformed as input into service innovations are distinct components that build complex customer co-creation dynamic capability. Second, customer co-creation capability by service firms positively and strongly influences firms’ innovation success, whereas this link is stronger in the cases of larger service companies. Originality/value: This paper introduces the concept of “customer co-creation capability” and evaluates its implications in the specific context of Poland, a Central European market that transformed from a closed communist economy to an open, market-driven economy. A rich but dramatically changing history and culture present a unique opportunity to observe the changes in customer behavior, evaluated from the organizational point of view. For example, it presents how these unique customer features may be used by services companies to leverage their innovations.
Thomas, A. M., C. L. Newman, S. R. Finkelstein, Y.-N. Cho and A. Cascio (2021): Consumer responses to shopper solutions in service settings, Journal of Services Marketing, 35(2), pp.237-247
Purpose: Retailers are continuously seeking to improve upon the in-store shopping experience for their customers. The present research aims to examine consumers’ responses to one such initiative – the shopper solution – that, despite its growing marketplace prominence, remains largely unexamined in academic literature. Design/methodology/approach: Two studies employed a 2(shopper solution: present vs. absent) between-subjects design. MANOVA and regression analyses were used to test hypothesized relationships. Findings: Findings across two studies reveal that the presence (vs absence) of solutions positively influenced shoppers’ perceptions of shopping convenience, as well as their purchase intentions. These favorable effects also extended to the provider in higher word-of-mouth and loyalty intentions. Shopping convenience was identified as the mechanism underlying the impact of solutions, while “smart shopper” self-perceptions were shown to moderate these mediating effects. Practical implications: Shopper solutions represent a low-cost, in-store marketing tactic that enhances shopping convenience. They are easy to implement, result in little to no overhead costs and can benefit both shoppers and retailers. Originality/value: To the best of the authors’ knowledge, this research represents the first academic examination of the impact of shopper solutions. The authors identify key mediating and moderating influences of the effects of solutions.
Verhulst, N., I. Vermeir and H. Slabbinck (2021): Viewpoint: using neuroscience tools in service research, Journal of Services Marketing, 35(2), pp.248-260
Purpose: This paper aims to discuss the potential of neuroscientific tools in the service research domain. Design/methodology/approach: This paper integrates a personal viewpoint and an exemplar study to highlight the merits and obstacles of integrating neuro-tools in service experiments. Findings: Service researchers can benefit from integrating neuro-tools in their toolbox; nevertheless, it does bring along a set of difficulties that need to be dealt with. Originality/value: Several calls have been made to infuse service research with new methodologies such as neuroscientific tools. Yet, research effectively doing this remains scarce. This paper uses a real example study to illustrate the potential and obstacles related to adopting neuroscientific tools in service research.
Kirikkaleli, D., S. A. Athari and H. M. Ertugrul (2021): The real estate industry in Turkey: a time series analysis, Service Industries Journal, 41(44322), pp.427-439
The aim of this paper is to explore the impact of the exchange rate, the gold price, and the BIST100 Borsa Istanbul Index on the price of real estate stocks in the Turkish stock market, using monthly data from 2004 to 2016. To this effect, we apply DOLS, FMOLS, ARDL, and Markov Switching tests. Moreover, we also apply the Toda and Yamamoto causality test to explore the causality in the impact of the exchange rate and the gold price on the price of real estate stocks. The major findings of this study are that (i) the combination of the exchange rate, the gold price, and the BIST100 index has a long-term effect on prices of real estate stocks; (ii) prices of real estate stocks are negatively affected by the exchange rate and the gold price; and (iii) changes in the exchange rate, the gold price, and the BIST100 index lead to changes in prices of real estate stocks in the Turkish stock market. To the best of our knowledge, real estate stocks in emerging markets have received little attention from researchers thus far. Our empirical findings may encourage further research into this topic. (English)
Clement Addo, P., J. Fang, A. O. Asare and N. B. Kulbo (2021): Customer engagement and purchase intention in live-streaming digital marketing platforms, Service Industries Journal, (), pp.1-20
The lack of human and social cues and customer engagement impedes traditional e-commerce until the birth of social commerce. This study investigates how customer engagement in live-streaming digital marketing affects purchase intentions. The results of 1726 datasets from two e-commerce platforms suggest that customer engagement is significantly associated with followership and purchase intention in live-streaming digital marketing. Whiles price is a significant moderator, its effects become insignificant on their purchase intentions once consumers become followers. The results highlight the positive impacts of social elements, including likes, chats, visits, and exposure time in social commerce towards transactional (purchase) and non-transactional (followership) benefits. Finally, the paper introduces a new perception of measuring customer engagement in live-streaming digital marketing and calls for further research into this new paradigm of social commerce to promote business and service provisions even with the restrictions of COVID-19. (English)
Schramm, M. E., T. G. Chowdhury, M. Odenwaelder and E. A. Lisk (2021): Patient participation: the impact of diagnosis and individual characteristics, Service Industries Journal, (), pp.1-21
Despite the interest in encouraging patients to participate in their care, knowledge of the relationship between patients’ characteristics and the extent to which they want to participate in their care is limited. Failure to consider preferences may negate the purported benefits of participation. Drawing on Self-Efficacy Theory, our multi-method study addresses this gap in the literature by studying patient preference for a prescribed versus a patient designed wellness program, as a function of individual self-efficacy and health skills, for diabetes and cancer patients. Using an experimental approach, we contribute to Self-Efficacy Theory by finding that disease seriousness impacts the expected interaction between self-efficacy and health skills in wellness program choice. The expected interaction held for diabetes patients but not for cancer patients. Differences between diabetes and cancer patients may reflect the relative psychological distress and the heightened importance of effective treatment that were revealed in patient interviews. (English)
Omar, N. A., A. S. Kassim, S. Shah Alam and Z. Zainol (2021): Perceived retailer innovativeness and brand equity: mediation of consumer engagement, Service Industries Journal, 41(44322), pp.355-381
The relationship between customers and retailers is more complicated nowadays due to the sophisticated trends of the current service retail landscape and consumers’ high expectations. This study investigates how perceived retailer innovativeness (PRI) influences consumer engagement (CE) and brand loyalty. Based on the wheel of retailing theory and signaling theory, we empirically analyzed these relationships based on 723 customers who patronize service retailers. The empirical findings suggest that product innovativeness has the strongest impact on CE, followed by service innovativeness and experience innovativeness. However, only product and experience innovativeness influence brand equity. Further results imply that CE not only contributes directly to the brand building, but also significantly mediates the relationship between product innovativeness–brand equity, service innovativeness-brand equity, and experience innovativeness-brand equity. The research adds new insights to the retail innovativeness literature and provides managers with new ways to customize SME retail services. (English)
Selzer, V. L., J. H. Schumann, M. Büttgen, Z. Ates, M. Komor and J. Volz (2021): Effective coping strategies for stressed frontline employees in service occupations: outcomes and drivers, Service Industries Journal, 41(44322), pp.382-399
Despite extensive research on the negative outcomes of role ambiguity in boundary-spanning positions, insight into how to prevent frontline employees from experiencing role ambiguity is sparse. This study addresses questions as to how the problem-focused coping strategies used by frontline employees can effectively reduce perceived role ambiguity. The gathered evidence indicates that only action coping is effective, whereas instrumental support seeking in fact enhances perceived role ambiguity. An examination of intrinsic and extrinsic coping resources as drivers of coping has revealed that conscientiousness and supervisor support are helpful coping resources. Contrastively, neuroticism drives insufficient coping and inhibits the effective use of coping resources. We find that managers of service firms should provide training to ensure effective supervisor support; also, in recruitment procedures they should consider potential employees’ personality traits, to reduce and prevent role ambiguity experienced by frontline employees. (English)
Gong, X., Z. Liu and T. Wu (2021): Gender differences in the antecedents of trust in mobile social networking services, Service Industries Journal, 41(44322), pp.400-426
With the development of mobile Internet technology and smartphone devices, mobile social networking services (mobile SNS) have become increasingly popular in recent years. However, research that systematically investigates the antecedents of trust, especially the gender differences therein, in the context of mobile SNS has been scarce. Building upon social role theory (SRT), this study extends existing literature by exploring the driving forces of trust in mobile SNS for different genders. Data are collected from WeChat users and analysed through multigroup analysis. Results have confirmed that trust in mobile SNS is associated with antecedents including perceived satisfaction, social ties, system quality, reputation and structural assurance. Particularly, social ties and reputation have dominant effects on trust of male users, whereas structural assurance has a greater effect on trust of female users. Implications for both researchers and practitioners are presented. (English)
Anser, M. K., M. Ali, M. Usman, M. L. T. Rana and Z. Yousaf (2021): Ethical leadership and knowledge hiding: an intervening and interactional analysis, Service Industries Journal, 41(44322), pp.307-329
The work at hand examined the mediating role of meaningful work in the negative association between ethical leadership and service employees’ knowledge-hiding behavior. The role of harmonious work passion as a contingent factor of the direct association between ethical leadership and service employees’ knowledge-hiding behavior was also tested. Based on time-lagged (three waves, two months apart) survey data collected from 471 employees working in 52 service sector firms spanning different industries, the results showed a negative association between ethical leadership and service employees’ engagement in knowledge-hiding behaviors, both directly and indirectly, via meaningful work. It was also found that the direct association between ethical leadership and knowledge hiding was contingent on harmonious work passion. The findings suggest that managers can deter service employees’ engagement in knowledge-hiding behaviors and achieve a sustainable competitive advantage by demonstrating ethical behaviors and bolstering employees’ perceptions of meaningful work. (English)
Chang, C.-W., H.-C. Huang, S.-J. Wang and H. Lee (2021): Relational bonds, customer engagement, and service quality, Service Industries Journal, 41(44322), pp.330-354
Relational bonds represent a vital concept in relational marketing. Past research indicates that it can increase customer satisfaction and foster WOM. Although relational bonds have been shown to provide a long-lasting competitive advantage, the theoretical mechanisms underlying these relationships are less clear. This study investigates the relationships among relational bonds, customer engagement, service quality, satisfaction and WOM. A structured, self-administered questionnaire was distributed to customers who received aesthetic medicine services from a large medical center in Taiwan. The survey yielded 500 usable responses, with a response rate of 98.61%. The partial least squares method was utilized to obtain parameter estimates and test proposed hypotheses. Measurement accuracy was assured given satisfactory reliability and convergent/discriminant validity assessments, and all hypotheses were supported. The results indicate that relational bonds affect the extent of customer engagement, which in turn influences service quality. Service quality also leads to customer satisfaction and WOM. (English)
Fritze, M.P., M. Benkenstein, R. Belk, J. Peck, J. Wirtz, and B. Claus (2021): Commentaries on the Sharing Economy: Advancing New Perspectives, Journal of Service Management Research, 6 (1), pp. 3-19, https://rsw.beck.de/zeitschriften/smr/current-issue
The sharing economy is an omnipresent topic, not just in academia but throughout public discourses. Key questions thus have been approached from various research perspectives. To gain a comprehensive view of these perspectives, this commentary features contributions from a group of respected scholars, sharing their research findings, personal observations, and informed interpretations of the sharing economy. Their individual commentaries reflect unique theoretical perspectives, and they include discussions of why the sharing economy makes service management research more relevant, implications for companies and consumers, and key research needs.
Leyer, M., J. Strohhecker, and J. Kettenbohrer (2021): This business analytics tool looks nice, but… I am still happy without it – Evidence from the financial services industry, Journal of Service Management Research, 6 (1), pp. 20-35, https://rsw.beck.de/zeitschriften/smr/current-issue
The purpose of this paper is to take a behavioural perspective to reveal why employees hesitate to use business analytics in their operations throughout the whole organisation. We gather quantitative data with a survey in the financial services industry with 332 responses including both users of analytic tools as well as non-users. The results reveal that on an individual level it is skills being important for usage but not perceived value. On the organisational side, perceived norms from supervisors and peers as well as accessibility are important. Further analyses on the level of different business analytic tool categories show e.g. that the attitude of employees is important for forecasting but not for other tools. Practical implications are that supervisors should be convinced of the importance of analytic tools to foster usage among employees and self-service options for having access to software supporting business analytics should be offered.
Trautwein, S., J. Lindenmeier, and C. Arnold (2021): The Effects of Technology Affinity, Prior Customer Journey Experience and Brand Familiarity on the Acceptance of Smart Service Innovations, Journal of Service Management Research, 6 (1), pp. 36-49, https://rsw.beck.de/zeitschriften/smr/current-issue
In our study, a model of smart service innovation (SSI) acceptance is delineated. We assume that the effects of the consumer journey experience (CJE) and technology affinity (TA) on adoption intention (IN) are mediated by consumers’ attitudes (AT) towards the adoption of SSIs. Furthermore, contingent on the level of brand familiarity (BF), this study hypothesizes a moderated mediation with regard to the ‘CJE → AT → IN’ relationship. The empirical findings are largely in line with the model hypotheses: First, technology affinity affects adoption intention indirectly via attitude towards SSIs. Second, CJE has a significant direct and indirect effect on adoption intention in the cases of average and high brand familiarity. For low brand familiarity, CJE neither has a significant direct effect nor a significant indirect effect on SSI acceptance. Based on the empirical findings, the present paper discusses implications for service management and service research, study limitations and avenues for future research.
Hüttel, B. (2021): Antecedents of Frontline Employees’ Customer Orientation: A Comprehensive Review, Journal of Service Management Research, 6 (1), pp. 50-70, https://rsw.beck.de/zeitschriften/smr/current-issue
This systematic literature review investigates the antecedents of frontline employees’ (FLEs) customer orientation (CO). In the literature various understandings of CO co-exist, which put an emphasis on different influencing factors and use different measurement approaches to study FLEs’ CO. The literature lacks a comprehensive literature review that structures and summarizes the fragmented empirical research on antecedents of FLEs’ CO. This study closes this gap by first, providing an extensive overview of the antecedents of FLEs’ CO, identifying and categorizing the factors that influence FLEs’ CO into four broad areas. Second, the study sheds light on the different understandings of CO and structures the fragmented literature. Based on the literature review, the study identifies avenues for future research in the field. Finally, the literature review gives guidance to managers by structuring starting points to enhance FLEs’ CO.