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.
For more information about the alert system methodology go here
For all previous alerts go here
Addis, M., W. Batat, S. S. Atakan, C. G. Austin, D. Manika, P. C. Peter and L. Peterson (2021): Food Experience Design to Prevent Unintended Consequences and Improve Well-being, Journal of Service Research, (2592), pp.1
This article introduces a novel and comprehensive conceptual framework for designing innovative food experiences that enhance food well-being. We call this framework the novel food experience design. It supports managers in cocreating customer-centric food experiences to limit unintended detrimental consequences and enhance individual and societal food well-being. The novel food experience design (1) employs a systemic (vs. endemic) approach to the innovation process and (2) promotes prioritizing ethical decision-making alongside economic decision-making. Building on insights derived from ecosystem theory and the ethical principles literature, we develop four fundamental propositions to innovate food experiences: do no harm, do good, ensure autonomy, and ensure fairness. Our framework promotes higher levels of individual and societal food well-being than restricted food design innovations, preventing unintended consequences. Finally, we illuminate the implications for service research and practice.
Link: http://dx.doi.org/10.1177/10946705211057593 [Google]
Blocker, C. P., B. Davis and L. Anderson (2021): Unintended Consequences in Transformative Service Research: Helping Without Harming, Journal of Service Research, (2593), pp.1
Even as transformative service initiatives promote greater well-being, they may also create unintentionally negative consequences. Research investigates boundary conditions and boomerang effects that wash out or reverse the intended effects of service initiatives. However, such research generally advances greater depth of insight about unintended consequences in a particular stream rather than bridging this knowledge across service domains. Thus, service research lacks integrative frameworks, theory, and empirical insight to advance more generalizable knowledge about unintended consequences. The purpose of this editorial is to clarify the importance of investigating unintended consequences across service contexts and propose pathways as a catalyst for research. Using theory on unintended consequences, we delineate the types of unintended consequences and discuss the underlying mechanisms. We identify themes that span papers in the special issue and illuminate negative spillover consequences. The editorial concludes with an overview of future research avenues with potential to accelerate important transformative service research.
Link: http://dx.doi.org/10.1177/10946705211061190 [Google]
Guillemot, S., M. Dyen and A. Tamaro (2021): Vital Service Captivity: Coping Strategies and Identity Negotiation, Journal of Service Research, (2594), pp.1
Nursing homes are the quintessential example of vital service captivity. Consumers need vital services when they can no longer fulfil their basic needs on their own and their only choice is to delegate them to the market (e.g. care services for long-term and chronic illnesses, eating assistance at mealtimes). The service is referred to as ‘captive’ because older people are generally unwilling to use it, and when they have to, their options are limited. For elderly consumers, there is ‘no exit possible’, and as such they must integrate the service into their sense of self. The paper aims to (1) identify strategies for coping with vital service captivity and (2) present the identity negotiation mechanisms that lead people to choose one strategy over another. The study was conducted over a 6-month period in three nursing homes. Data collection includes semi-structured interviews, focus groups, participant observations, and micro-interviews with consumers – elderly residents and their families – and nursing home staff. Its main contribution is to highlight that coping with vital service captivity is a differential process. Consumers implement multiple coping strategies simultaneously, and these strategies are linked to three areas: routinization, socialization, and assimilation of a new social status. Moreover, implementing coping strategies means striking a balance between ‘disengagement’ and ‘engagement’ that not only takes into account former life trajectory, future prospects, and social comparisons, but also any changes in physical or cognitive skills and family support. Understanding these coping strategies and identity negotiation mechanisms highlights some unintended consequences on residents’ well-being, such as the importance of standardizing how the service is organized because it provides a stable framework, or the importance given to the well-being of all stakeholders (other consumers, staff) as a result of the community living situation.
Link: http://dx.doi.org/10.1177/10946705211044838 [Google]
Huang, M.-H., E. Malthouse, S. Noble and M. Wetzels (2021): Moving Service Research Forward, Journal of Service Research, (2595), pp.1
This editorial outlines the vision that the new
Link: http://dx.doi.org/10.1177/10946705211040022 [Google]
Mustak, M., W. Ulaga, M. Grohmann and F. von Wangenheim (2021): Free-to-Fee Transformation of Industrial Services, Journal of Service Research, (2596), pp.1
Industrial firms venturing into services is a common phenomenon in B2B markets. However, companies are often unable to monetize many such services, thus incurring high costs of service provision without benefiting from revenue generation in return. To address this critical but little-studied problem, we investigate how industrial firms can transform existing free services into for-fee offerings. Employing a theories-in-use approach, we explore leading global firms via a cross-section of B2B industries, including automotive, maritime, material handling, medical equipment, mining and construction tools, and petrochemicals. Contingent on the empirics, we precisely characterize and define free industrial services. Based on the internal and external challenges that firms face in free-to-fee (F2F) transformations, we develop a typology classifying free services into four distinct categories: Front-runners, Tugs of War, In-house Shackles, and Dead Ends. For each category, we provide empirical illustrations and identify critical actions and activities that firms deploy to successfully implement F2F transformations along the dimensions of structures, processes, people, and rewards. Thus, we offer guidance on how to overcome both external and internal challenges. Our findings demonstrate that F2F transformations of industrial services are not isolated marketing, sales, or pricing activities but require a concerted effort among all organizational functions involved.
Link: http://dx.doi.org/10.1177/10946705211044022 [Google]
Vlahos, A., A. E. Hartman and J. L. Ozanne (2021): Aesthetic Work as Cultural Competence: Chasing Beauty in the Coproduction of Aesthetic Services, Journal of Service Research, (2597), pp.1
Prior research stresses the importance of consumer participation in service coproduction. We examine the coproduction of aesthetic services, which are services in which beauty is a critical outcome. Consumers face challenges communicating their aesthetic tastes because of technical constraints that are understood by service providers but that consumers do not fully understand. To fill this gap, consumers do aesthetic work in communities of practice. Service providers also face challenges, as they must coproduce with consumers whose aesthetic tastes are formed amid shifting social standards. In this qualitative study, we highlight aesthetic work as a different type of consumer work that involves developing cultural competence. We identify four types of aesthetic coproduction in which cultural competence is distributed differently within the service dyad: aesthetic codesigning, aesthetic consenting, aesthetic yielding, and aesthetic reigning. We explore the managerial implications that arise as consumers increasingly use online social resources that shape and increase aesthetic expectations. We examine the unintended consequences of aesthetic service coproduction in which providers’ technical and aesthetic expertise is difficult for consumers to understand often leading to disappointing outcomes.
Link: http://dx.doi.org/10.1177/10946705211047983 [Google]
Yue, Y., K. L. Wang and M. Groth (2021): It Went Downhill From There: The Spillover Effect from Previous Customer Mistreatment on Frontline Employees’ Service Delivery, Journal of Service Research, (2598), pp.1
Research indicates that a customer’s service experience is shaped by their past experiences with the firm. However, the extent to which past experiences with customers shape frontline service employees’ delivery of services has not been examined. We propose that the analysis of service encounters as discrete, independent units ignores possible linkages between customer experiences via frontline employees. Adopting a resource spill-over perspective across two studies, we find that employees’ experience of customer mistreatment compromised their subsequent service delivery. Using an experiment in Study 1, we find that these effects are mediated by changes in the employee’s self-control capacity. Using a field sample in Study 2, we find that these effects are moderated by the employee’s dispositional self-control capacity and their motivation to commit to display rules. Our findings show how service encounter outcomes can be shaped by distal service events and call for a more holistic understanding of the forces that shape service encounter outcomes. In particular, by highlighting the potential consequences, our findings challenge conventional work protocols that compel employees to persevere despite their experience of mistreatment. By detailing the mediating and moderating mechanisms of mistreatment spill-over in service organizations, we highlight the recovery mechanisms and practices that enable FLEs to remain resilient despite negative encounters with customers.
Link: http://dx.doi.org/10.1177/10946705211049098 [Google]
Jaakkola, E. and H. Terho (2021): Service journey quality: conceptualization, measurement and customer outcomes, Journal of Service Management, 32(2591), pp.1-27
Purpose: The quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service delivery and consumption that are key for understanding customer experiences in service-intensive contexts. The purpose of this study is to conceptualize service journey quality (SJQ), develop measures for the construct and study its key outcomes. Design/methodology/approach: The study uses a discovery-oriented research approach to conceptualize SJQ by synthesizing theory and field-based insights from customer focus group discussions. Next, using consumer survey data (N = 278) from the financial services context, the authors develop measures for the SJQ. Finally, based on an additional survey dataset (N = 239), the authors test the nomological validity and predictive relevance of the SJQ. Findings: SJQ comprises of three dimensions: (1) journey seamlessness, (2) journey personalization and (3) journey coherence. This study demonstrates that SJQ is a critical driver of service quality and customer loyalty in contemporary business. This study finds that the loyalty link is partially mediated through service quality, indicating that SJQ explains loyalty above and beyond service quality. Research limitations/implications: Since service quality only partially mediates the link between service journey quality and customer loyalty, future studies should examine alternative mediators, such as customer experience, for a more comprehensive understanding of the performance effects. Practical implications: The study offers concrete tools for service managers who wish to understand and develop the quality of service journeys. Originality/value: This study advances the service journey concept, demonstrates that the quality of the service journey is a critical driver of customer performance and provides rigorous journey constructs for future service research.
Link: http://dx.doi.org/10.1108/JOSM-06-2020-0233 [Google]
Gardiazabal, P. and C. Bianchi (2021): Value co-creation activities in retail ecosystems: well-being consequences, Journal of Services Marketing, 35(2599), pp.1028-1044
Purpose: This paper aims to analyze the well-being consequences of value co-creation activities at an ecosystem level, focusing specifically on the micro and meso levels. This study is performed in a retail ecosystem, a highly relevant context where individuals spend a considerable amount of time and resources, but where well-being is usually not deemed as a relevant outcome. Design/methodology/approach: The investigation analyzes qualitative data from micro and meso level actors of a retail ecosystem. At the micro-level, in-depth interviews performed with customers, employees and suppliers were assessed. The meso level analysis included most of the actors embedded in the retail ecosystem: employees’ headquarters, suppliers’ headquarters, nearby competitors, family, other retail outlets and external employees. Findings: This study is one of the first in the transformative service research area to analyze well-being from a retail ecosystem perspective. Hence, this analysis broadens the literature on transformative service by considering supermarket retailing, an everyday service context that is not assumed to generate well-being outcomes. Results reveal that actors who spend more time or have fewer options available for them in the retail ecosystem see their well-being deeply affected. It also extends the conceptualization of value co-creation to a retail ecosystem, a specific ecosystem, which differs from previous studies that focus mostly on health-care ecosystems. Research limitations/implications: Although useful to understand new insights, a limitation of this investigation is that it is based upon a single qualitative study. Practical implications: The study portrays how activities happening within a business context have consequences beyond traditional measures such as loyalty or turn-over. It proposes specific value co-creation actions to be performed by employees, suppliers and customers to promote positive well-being consequences for the micro and meso level retail ecosystem. Social implications: Retail ecosystems are usually not deemed as relevant when trying to understand societal well-being outcomes. This study empirically depicts that all services, even the ones without transformative goals, need to be aware of the impact they have on societal well-being. Originality/value: This paper provides a novel conceptualization of well-being effects in a retail ecosystem. Specifically, this is the first study in the transformative service research literature to identify the micro and meso level well-being consequences of value co-creation activities within a retail ecosystem.
Link: http://dx.doi.org/10.1108/JSM-02-2020-0072 [Google]
Gopaldas, A., M. Carnevale, R. Kedzior and A. Siebert (2021): Service conversation: advisory, relational and transformative approaches, Journal of Services Marketing, 35(2600), pp.988-999
Purpose: The marketing literature on service conversation in dyadic services has elaborated two approaches. An advisory approach involves providers giving customers expert advice on how to advance difficult projects. By contrast, a relational approach involves providers exchanging social support with customers to develop commercial friendships. Inspired by the transformative turn in service research, this study aims to develop a third approach, one that helps customers to cultivate their own agency, potential and well-being. Design/methodology/approach: The emergent model of service conversation is based on in-depth interviews with providers and clients of mental health services, including psychological counseling, psychotherapy and personal coaching. Findings: A transformative approach to service conversation involves the iterative application of a complementary pair of conversational practices: seeding microtransformations by asking questions to inspire new ways of thinking, feeling and acting; and nurturing microtransformations via non-evaluative listening to affirm customers’ explorations of new possibilities. This pair of practices immediately elevates customers’ sense of psychological freedom, which, in turn, enables their process of self-transformation, one microtransformation at a time. Practical implications: This study offers dyadic service providers a conceptual framework of advisory, relational and transformative approaches to service conversation for instrumental, communal and developmental service encounters, respectively. This framework can help dyadic service providers to conduct more collaborative, flexible and productive conversations with their customers. Originality/value: Three approaches to service conversation – advisory, relational and transformative – are conceptually distinguished in terms of their overall aims, provider practices, customer experiences, customer outcomes, allocations of airtime, designations of expertise, application contexts, prototypical examples and blind spots.
Link: http://dx.doi.org/10.1108/JSM-09-2019-0365 [Google]
Groven, F., G. Odekerken-Schröder, S. Zwakhalen and J. Hamers (2021): Network well-being from a balanced centricity perspective, Journal of Services Marketing, 35(2601), pp.1-14
Purpose: This paper aims to explore how tensions and alignments between different actors’ needs in a transformative services network affect balanced centricity, which is an indicator of well-being. Balanced centricity describes a situation in which all network actors’ interests and needs are fulfilled simultaneously. In such cases, all actors are better off, which increases both individual actors’ and overall actor-network well-being. Design/methodology/approach: The empirical study takes place in nursing homes in which in-bed baths represent co-created service encounters that affect the well-being of focal actors (i.e. patients), frontline service employees (i.e. nurses) and transformative service mediators (i.e. family members), who have potentially competing needs. Using a qualitative, phenomenological approach, the study inductively explores and deductively categorizes actors’ personal experiences to gain deep, holistic insights into the service network and its complex web of actor interdependencies. Findings: The resulting conceptual model of balanced centricity identifies actors’ lower-order needs as different manifestations of the psychological needs for autonomy, competence and relatedness. If actors’ needs are aligned, their psychological needs can be satisfied, which facilitates balanced centricity. If actors exhibit competing needs though, balanced centricity is impeded. Practical implications: This study establishes actors’ psychological needs as the origin of tensions/alignments in multi-actor networks that impede/contribute to balanced centricity. Transformative service providers should try to address all actors’ psychological needs when co-creating services to achieve network well-being. Originality/value: This study adopts a novel, multi-actor perspective and thereby presents a conceptual model that contributes to the understanding of balanced centricity. Future research could test this model in other transformative service settings.
Link: http://dx.doi.org/10.1108/JSM-11-2020-0466 [Google]
Itani, O. S. and L. D. Hollebeek (2021): Consumers’ health-locus-of-control and social distancing in pandemic-based e-tailing services, Journal of Services Marketing, 35(2602), pp.1073-1091
Purpose: COVID-19 and its precautions, including social distancing, have revolutionized traditional retailing- and consumption patterns. In this turbulent environment, the purpose of this study is twofold. First, this paper explores the direct effect of consumers’ internal/external health locus-of-control on their hygiene consciousness, which, in turn, affects their social distancing behavior. Second, this study posits that social distancing, in turn, impacts consumers’ current online grocery shopping behavior and their future online grocery shopping intentions, thus uncovering important insight. Design/methodology/approach: To address these gaps, this paper develops a model that links consumers’ internal/external health locus-of-control to their adoption of e-tailing-based grocery services. Data collected through a web-based survey was analyzed by using partial least squares-based structural equation modeling. Findings: The results indicate that consumers’ health locus-of-control indirectly affects the way they shop for their groceries during the pandemic. In particular, consumers’ internal (external) health locus-of-control drives higher (lower) hygiene consciousness and greater (lower) social distancing behavior. In turn, consumers’ online grocery shopping behavior was found to increase during the pandemic, with their corresponding intent to continue this behavior in the future. Moreover, this study finds the effects of consumers’ social distancing on their current grocery shopping behavior and future intentions to be contingent on consumer age, with stronger effects identified for older consumers. Originality/value: This study shows how consumers’ internal/external health loci-of-control exert opposing effects on their social distancing behavior, as mediated by hygiene consciousness. Overall, the empirical analyzes corroborate the association of consumers’ social distancing- and online grocery shopping behavior (for consumers of different age profiles), both during and after the pandemic.
Link: http://dx.doi.org/10.1108/JSM-10-2020-0410 [Google]
Luong, D. B., K.-W. Wu and T. H. G. Vo (2021): Difficulty is a possibility: turning service recovery into e-WOM, Journal of Services Marketing, 35(2603), pp.1000-1012
Purpose: This study aims to identify the factors of service recovery strategy that affect customer satisfaction. In addition, this study aims to explore the relationship between consumer satisfaction with service recovery and electronic word of mouth (e-WOM) in the online context. Design/methodology/approach: A self-administered questionnaire is designed and administered through an online survey. This study evaluates the proposed framework through structural equation modeling with online survey data from 425 samples in the context of online buying. Findings: The results show that explanation, effort, response speed, problem-solving and apology are the components predicting service recovery strategy. These factors have impacts on customer satisfaction with service recovery and also generate e-WOM about service recovery experiences. This study significantly contributes to not only practical insights but also the expansion of expectation confirmation theory and social exchange theory regarding online service failures. Research limitations/implications: Samples from non-internet shoppers are not collected because this study focuses on consumers referring to purchase online. Testing this conceptual model for other populations, such as non-online consumers, including the moderating effect of gender, age and education on the relationships proposed in the model may be an interesting extension. Moreover, this study does not distinguish different types of online retailers. Practical implications: This study highlights the significant effect of customer satisfaction with service recovery on e-WOM. That is, managers should focus on not only making customers satisfied with their initial purchase but also enhancing customer satisfaction with service recovery in case the service failure occurs to encourage positive interaction among customers. This case will also improve the organizational image of a firm. Originality/value: This study contributes to the identification of service recovery actions that focus on the roles of employees in dealing with service failures and their impacts on customer satisfaction in the online shopping context. In addition, the findings provide a greater understanding of the importance of customer satisfaction on e-WOM.
Link: http://dx.doi.org/10.1108/JSM-12-2019-0487 [Google]
Marín-García, A., I. Gil-Saura and M.-E. Ruiz-Molina (2021): Understanding innovativeness and commitment to sustainable service practices, Journal of Services Marketing, 35(2604), pp.1092-1103
Purpose: The purpose of this study is two-fold. First, to examine the relationship between the retailer’s innovativeness and sustainability from the customer standpoint. Second, to assess the impact of the retailer’s innovativeness and commitment toward sustainability as perceived by the consumer on store image and store equity. Design/methodology/approach: To achieve this objective, a theoretical model is proposed based on the literature that is tested through an empirical study conducted on a sample of 510 customers of three grocery retail formats – i.e. hypermarkets, supermarkets and discount stores. Findings: The results obtained confirm the hypotheses proposed and, consequently, both innovation and sustainability emerge as key elements in the development of store equity through store image. Originality/value: This study allows to draw a set of managerial recommendations for food retailers based on the benefits of investing in innovative processes, that boosted by the implementation of innovative solutions, assist in the development of sustainable practices, thus allowing improvements in store image and store brand equity.
Link: http://dx.doi.org/10.1108/JSM-12-2019-0479 [Google]
Moran, N. and S. Ronen (2021): Emotional costs of service labor: do consumers care?, Journal of Services Marketing, 35(2605), pp.977-987
Purpose: Consumers can provide monetary tips to service employees as a reward for their efforts. However, consumers’ ability to recognize the demands of these jobs could affect tipping behavior. This study aims to examine the difficulty consumers have recognized the emotional toll of service work, and how this affects tipping behavior. Design/methodology/approach: Three experiments were conducted with US participants to determine how the focus on emotional burdens of service work affects willingness to tip lower level service employees. Findings: Results reveal that when consumers hear about the emotional costs of service labor, they report less willingness to tip low-level workers, compared to when they learn about other job costs or contributions. Results further show that reducing power distance between customers and workers can increase willingness to tip when emotional costs are emphasized. Research limitations/implications: This research contributes to the services literature by showing how feelings of power affect whether consumers appreciate certain job costs, and, in turn, their tipping behavior. Practical implications: This research clarifies how consumers perceive job demands, which has direct consequences for tipping behavior and suggests more strategies to improve tips. Social implications: Findings can help advocates looking to advance the status and compensation for lower-level service workers. Originality/value: This research is first to explore why the emotional costs of service labor are not recognized in certain cases, and provides insight on how to improve customer treatment of lower-level service labor.
Link: http://dx.doi.org/10.1108/JSM-03-2020-0085 [Google]
Mukherjee, A., A. Mukherjee and P. Iyer (2021): Imperfect produce: retailer actions and service outcomes, Journal of Services Marketing, 35(2606), pp.1061-1072
Purpose: Food waste is a big problem where millions of pounds of produce are discarded every year because they are imperfect or unattractive. Despite the societal implications of selling unattractive produce, limited research has been directed toward understanding the effect of imperfect produce on consumers’ evaluations of the produce and retailer outcomes. This paper aims to investigate why consumers tend to discard imperfect produce and how retailer interventions (i.e. anthropomorphized signage and packaging) can alleviate these negative effects. Design/methodology/approach: Three experiments were conducted to examine the postulations. Study 1 highlights the role of consumers’ embarrassment in the purchase decision of imperfect produce and retailer patronage intention. Studies 2 and 3 provide managerially relevant boundary conditions of anthropomorphic signage and opaque packaging. Findings: Convergent results across three studies (n = 882) indicate that imperfect produce increases purchase embarrassment and reduces purchase intention and retailer patronage intention. Retailer interventions (i.e. anthropomorphic signage and opaque packaging) can allay this feeling of embarrassment and lead to an increased retailer patronage intention and higher service satisfaction. Practical implications: This research provides guidance to retailers for effectively promoting imperfect produce. Social implications: Retailers’ actions can benefit the well-being of farmers, suppliers, customers and the overall environment. Originality/value: This research adds to the literature on unattractive produce by identifying new moderators, namely, anthropomorphic signages and opaque packaging. The research also shows that purchase embarrassment is a key process mechanism.
Link: http://dx.doi.org/10.1108/JSM-11-2020-0444 [Google]
Nehls, K. (2021): Building homes and hopes: the transformative service of YouthBuild Las Vegas, Journal of Services Marketing, 35(2607), pp.1045-1060
Purpose: YouthBuild programs are uniquely designed to address the status of unemployed and uneducated young men and women who are disconnected from work and education. This study, on YouthBuild Las Vegas (YBLV), aims to fill the call for more research on transformative service research, specifically related to education, poverty and well-being. The program educates “opportunity youth” in construction skills while also encouraging progression toward a GED/HiSet or high school diploma. Service providers can better understand how to increase and support reconnection and well-being, especially among low-income individuals in communities with great needs for support services. Design/methodology/approach: This yearlong qualitative research study intended to better understand transformative service within the context of former high school dropouts previously without a path to a productive future. YBLV was an ideal single-site case study because it was bound by space, people, organization and time. The study followed one YBLV class from admission through graduation; the qualitative work with the organization started prior to the students’ enrollment and continued after the students graduated. Primary data collections were interviews and observations. Additional data collection occurred in the forms of written documents, as well as photos and videos. Findings: YBLV succeeded because of service providers’ attention to the funds of knowledge of the student population and adapting the format and structure of programs to adult learners, developing mentors for consumers and acknowledging the context and layers of knowledge that consumers brought to the program. The students were able to experience reconnection and increased well-being because of the service providers’ impact throughout the program. Research limitations/implications: Transformative service research (TSR) research has focused on areas as diverse as health care and homelessness, whereas the lens of funds of knowledge has primarily been applied within educational settings. It would be worthwhile to apply funds of knowledge framework beyond education yet still within the TSR agenda. There are also opportunities to apply the theory to other vulnerable populations. Broadening the scope of reconnection and well-being TSR research far beyond YouthBuild may identify additional or other synergies between these areas. Practical implications: The growing body of research on TSR suggested a gap in understanding how service providers can support consumers in poverty and a need for greater well-being. This study on YouthBuild highlighted the phenomenon among low-income, undereducated, urban young adults and while the goal of qualitative research is not to be generalizable, specific examples such as adapting programs and structures to low-income consumers, developing mentors to model wanted behavior and goal-setting and acknowledging the funds of knowledge that consumers bring to situations, can be generic ingredients for future transformative service projects. Social implications: Research has demonstrated that public investment in programs that assist youth toward a positive trajectory and greater well-being is much more beneficial than disciplinary measures such as increased spending on policing and prisons. Employment and educational training programs have led to measurable success and when disconnected youth have greater vocational training and high school completion, they and the broader economy experience improved outcomes. Therefore, from a policy perspective, YouthBuild and programs like it emphasize growth, development and well-being for undereducated and low-income individuals. Originality/value: The funds of knowledge theoretical framework are new to the Journal of Services Marketing (JSM). That framework coupled with the population of former high school dropouts in a second-chance school and a focus on service providers and well-being within a poverty context, all contribute to the paper’s originality. Reconnection is also a relatively new concept for readers of JSM These three areas: funds of knowledge, reconnection and TSR are the backbone of this research.
Link: http://dx.doi.org/10.1108/JSM-03-2020-0098 [Google]
Shin, H. and R. Casidy (2021): Use it or lose it: point expiration and status demotion, Journal of Services Marketing, 35(2608), pp.1013-1027
Purpose: In managing hierarchical loyalty programs (HLP), firms often use a reward point expiration and status demotion policy to reduce financial liability and to encourage repeat purchases. This study aims to examine how point expiration and status demotion policies affect customer patronage, the role of extension strategies in mitigating the negative effects of these policies on customers and the moderating role of status endowment in the effect of point expiration on customers patronage following status demotion experience. Design/methodology/approach: Three experiments were conducted using the hotel industry as the context. The hypothesized relationships were tested using ANOVA and a serial moderated mediation analysis using SPSS PROCESS Macro. Findings: Customers subjected to reward point expiration exhibited a higher level of anger and perceived severity of the problem than those subjected to status demotion in HLP. Consequently, when customers experienced both point expiration and status demotion, the point extension strategy rather than the status extension strategy was found to be a more effective remedy for reducing perceived unfairness, although there was no change in the level of patronage reduction between the two extension strategies. Importantly, the effect of point expiration on patronage reduction was stronger among endowed-status customers than earned-status customers, serially driven by heightened feelings of embarrassment and perceived unfairness. Originality/value: The study adds to the existing literature on HLP by comparing the effects of point expiration and status demotion on customer patronage with practical insights for HLP managers.
Link: http://dx.doi.org/10.1108/JSM-01-2020-0015 [Google]
Söderlund, M. (2021): The robot-to-robot service encounter: an examination of the impact of inter-robot warmth, Journal of Services Marketing, 35(2609), pp.15-27
Purpose: This study aims to examine humans’ reactions to service robots’ display of warmth in robot-to-robot interactions – a setting in which humans’ impressions of a service robot will not only be based on what this robot does in relation to humans, but also on what it does to other robots. Design/methodology/approach: Service robot display of warmth was manipulated in an experimental setting in such a way that a service robot A expressed low versus high levels of warmth in relation to another service robot B. Findings: The results indicate that a high level of warmth expressed by robot A vis–vis robot B boosted humans’ overall evaluations of A, and that this influence was mediated by the perceived humanness and the perceived happiness of A. Originality/value: Numerous studies have examined humans’ reactions when they interact with a service
Link: http://dx.doi.org/10.1108/JSM-01-2021-0006 [Google]
Fisk, R. P. and L. Alkire (2021): Service Ecosystem Health: A Transformative Approach to Elevating Service Science, Service Science, 13(2614), pp.194-204
Events in the year 2020 threw human service systems into chaotic states, threatening peoples? lives and livelihoods. Before 2020, there were many profound challenges to human life that had been well documented by efforts such as the United Nations Sustainable Development Goals. The COVID-19 pandemic seems to be a ?last straw? crisis that has destabilized modern human civilization. This article diagnoses various crises of human service systems (e.g., COVID-19, inequality, and climate change) and proposes the metaphor of service ecosystem health for reimagining service science in a postpandemic world. Service ecosystem health is defined as the interdependent state of private, public, and planetary well-being necessary for sustaining life. This article reimagines service science, broadens transformative service research, builds the service ecosystem health metaphor, outlines the Goldilocks Civilization thought experiment, and explores designing for a Goldilocks civilization. Because service is for humans, the ultimate objective is to elevate service science to uplift human well-being.
Link: http://dx.doi.org/10.1287/serv.2021.0281 [Google]
Kim, C., H. J. Kang, K. Chung and K. Choi (2021): COVID-19 and Hotel Productivity Changes: An Empirical Analysis Using Malmquist Productivity Index, Service Science, 13(2615), pp.243-257
This research investigates the impact of COVID-19 on hotel productivity change using the Malmquist Productivity Index (MPI). For 26 U.S. hotel brands, productivity changes over 10 quarters from the first quarter of 2018 to the second quarter of 2020 were analyzed. After the COVID-19 outbreak, the investigated hotels? productivity deteriorated. Decomposition revealed that, whereas technical efficiency change (EC) improved, technological change (TC) regressed, resulting in deterioration of the MPI. The investigated hotels? EC-related practices included enhanced cleaning operations, partnering with a hygiene brand, cutting the workforce, and pay cuts. Practices related to TC included the adoption of new hygiene technology and setting a new standard at the organizational level through the formation of a global council and accreditation related to disinfection and hygiene. Our results show that though U.S. hotels are trying to improve their productivity by efficiently utilizing resources, frontier technology?s regress is decreasing productivity. Our results support the importance of investment in technology for productivity management. This research provides empirical evidence for the need for hotels to pursue technological advances to overcome the pandemic.
Link: http://dx.doi.org/10.1287/serv.2021.0283 [Google]
Kong, L., K. Hu and M. Walsman (2021): Caring for an Aging Population in a Post-Pandemic World: Emerging Trends in the U.S. Older Adult Care Industry, Service Science, 13(2616), pp.258-274
This paper examines older adult care services during the outbreak of the COVID-19 global pandemic. Specifically, it investigates emerging developments initiated or augmented by the pandemic and discusses their permanency in a postpandemic world. Primary survey data are collected from both older adult care-providing organizations (supply) and individuals receiving or considering care (demand) in the United States. Qualitative support from various sources supplements the surveys. The results indicate a movement toward deinstitutional care options, which began prepandemic but intensified during the outbreak. Care organizations confirm this development, reporting more occupancy-related concerns. Findings also suggest that telehealth and digital communication tools have substantially expanded. Benefits, issues, and future projections of these trends are discussed, and some suggestions for industry reform are proposed. These results illuminate many actionable ideas for various stakeholders, including older adults, industry practitioners, and policymakers.
Link: http://dx.doi.org/10.1287/serv.2021.0280 [Google]
Le, D., G. T. Phi and T. H. Le (2021): Integrating Chaotic Perspective and Behavioral Learning Theory into a Global Pandemic Crisis Management Framework for Hotel Service Providers, Service Science, 13(2617), pp.275-293
Hotel service providers are among the most affected by the evolving Covid-19 pandemic. Although the consequences of the pandemic on hotel operations have been widely examined, the question of how hotel businesses can revive, innovate, and transform in order to survive and recover remains vastly under-researched. This study aims to provide insights on this important topic by analyzing 312 news articles between December 1, 2019, and March 1, 2021, published by global news media, which report hotels? strategies and tactics to deal with the pandemic. Grounded on chaos theory, behavioral learning theory, and an integrated crisis management model, a global pandemic crisis management framework is developed. Practically, the paper reveals best practices applied by hoteliers to deal with the pandemic (e.g., service transformation, smart marketing, strategic collaboration/alliance, mergers and acquisitions, and digitalization) and suggests ways for hotel services providers to adapt to the ?new travel? age.
Link: http://dx.doi.org/10.1287/serv.2021.0282 [Google]
Nguyen, J., Q. V. Le and J. T. Ha (2021): Impacts of Health and Safety Concerns on E-Commerce and Service Reconfiguration During the COVID-19 Pandemic: Insights from an Emerging Economy, Service Science, 13(2618), pp.227-242
The COVID-19 pandemic has brought unprecedented growth to the e-commerce industry, triggering widespread digital service transformation across various business segments in Vietnam. A pressing concern for both businesses and policymakers is whether the sudden peak in customer interest in e-commerce can be sustained in the future. This research seeks to address this concern by considering whether and how customers? motivations to participate in e-commerce activities have changed. We collected primary data from a self-administered survey to empirically examine how health and safety concerns influence customers? online shopping behavior during the pandemic, alongside other known determinants for e-commerce participation, namely technology readiness and connectedness. The results confirm that health and safety concerns have a positive influence on customers? usage of e-commerce after controlling for technology readiness and connectedness. Furthermore, customers in age groups with higher risks of severe COVID-19 symptoms and mortality are more likely to increase e-commerce usage during the social distancing and isolation period. Our results support the idea that the customer base for e-commerce and digital services have expanded beyond the typical tech-savvy and young customers in their twenties. These are promising signs for postpandemic recovery and even expansion, as firms may leverage the momentum of change in customers? motivations and start tailoring their public relation campaigns to address a wider age range of potential consumers.
Link: http://dx.doi.org/10.1287/serv.2021.0279 [Google]
Palsule-Desai, O., V. Vaze, G. Li and S. Gavirneni (2021): Service Delivery Strategies for Alleviating Pandemic Suffering While Maintaining Profitability, Service Science, 13(2619), pp.205-226
The postpandemic world requires a renewed focus from service providers on ensuring that all customer segments receive the essential services (food, healthcare, housing, education, etc.) that they need. Philanthropic service providers are unable to cope with the increased demand caused by the social, economic, and operational challenges induced by the pandemic. For-profit service providers offering no-pay services to customers, allowing them to self-select a service option, is becoming a popular strategy in various settings. Obtaining insights into how to efficiently balance societal and financial goals is critical for a for-profit service provider. We develop and analyze a quantitative model of customer utilities, vertically differentiated product assortment, pricing, and market size to understand how service providers can effectively use customer segmentation and serve the poor in the lowest economic strata. We identify conditions under which designing the service delivery to be accessible to the poor can simultaneously benefit the for-profit service provider, customers, and the entire society. Interestingly, we observe that the increasing customer valuation of the no-pay option because of a superior quality service offered by a service provider need not benefit customers. Our work provides a framework to obtain operational, economic, and strategic insights into socially responsible service delivery strategies.
Link: http://dx.doi.org/10.1287/serv.2021.0278 [Google]
Auh, S., B. Menguc, P. Sainam and Y. S. Jung (2021): The missing link between analytics readiness and service firm performance, Service Industries Journal, (2610), pp.1-30
Although the importance of analytics is a veritable mantra in today’s business environment, little academic research has been devoted to understanding the degree to which firms are ready to incorporate an analytics strategy into their business model and how and when analytics readiness (AR) translates into firm performance. Three studies address this void. In Study 1, we conduct interviews with MBA students from the United States to assess the AR construct. In Study 2, we develop and validate an AR scale using data from Turkish service firms. In Study 3, we test how and when AR translates into firm performance using data from South Korean service firms. The results contribute to the analytics literature in the following ways: First, AR is a higher-order construct comprised of five lower-order dimensions: cultural readiness, leadership commitment, strategic alignment, structural readiness, and talent capacity. Second, an exploratory (exploitative) market learning strategy amplifies (mitigates) the effect of AR on relative emphasis on data- (vs. instinct-) driven decision making. We discuss theoretical and managerial implications along with limitations and directions for further research. (English)
Link: http://dx.doi.org/10.1080/02642069.2021.1998461 [Google]
Ayrom, S. and M. Tumer (2021): Effects of internal branding and brand-oriented leadership on work-related outcomes: 内部品牌建设和品牌导向领导力对与工作有关的成果的影响, Service Industries Journal, 41(2611), pp.1097-1117
This study develops an empirical model to test the effect of internal branding and brand-oriented leadership on employees’ service recovery performance and turnover intention, with a particular emphasis on psychological contract as a mediator. Using a quantitative approach, questionnaire responses were collected from frontline employees of four- and five-star hotels in the Turkish Republic of Northern Cyprus. Statistical analyses were performed using the SmartPLS software. The results of the statistical analyses showed internal branding and brand-oriented leadership positively influence psychological contracts. Moreover, the results suggest that hotels need to establish effective internal branding mechanisms to relay their brand messages through internal communication, training, briefings, and meetings. It was observed that, in general, a psychological contract guarantees a partial complementary mediation between internal branding and brand-oriented leadership on service recovery performance and turnover intention. (English)
Link: http://dx.doi.org/10.1080/02642069.2020.1787992 [Google]
Hong, E. and J. Ahn (2021): Effect of social status signaling in an organic restaurant setting有机餐厅背景下社会地位信号的影响, Service Industries Journal, (2612), pp.1-20
Despite the popularity of organic consumption during the COVID-19 pandemic, little research has examined how organic service experience predicts brand-related outcomes. To examine how organic restaurant service providers benefit from signaling social status the authors examine identification, evaluation, and revisit intention as the key consequences. Using data from 204 American customers, the results of partial least squares structural equation modeling (PLS-SEM) show that social status signaling has a positive effect on identification and evaluation of restaurant brand. Also, mediating role of identification and evaluation in the relationship between social status signaling and revisit intention is found. However, signaling of social status alone is not enough to elicit positive behaviors from customers. Multigroup analysis identifies that customers’ trust has a significant moderating effect on the association of the proposed relations. This empirical evidence contributes to the application of the signaling theory and provides managerial guidelines for organic restaurant service providers. (English)
Link: http://dx.doi.org/10.1080/02642069.2021.2006644 [Google]
Hsu, C.-L. and J. C.-C. Lin (2021): Factors affecting customers’ intention to voice shopping over smart speaker從智慧音箱品質、互補性與隱私風險探討影響智慧音箱使用者語音購物因素, Service Industries Journal, (2613), pp.1-21
AI-enabled applications such as smart speakers (e.g. Amazon’s Alexa and Google’s Nest Audio) have been widely accepted in the home and workplace. In addition to their native functionality, such devices allow for integration of and access to third party services such as music streaming, internet of things applications and e-commerce. This study seeks to better explain factors that increase device usage ‘stickiness’, particularly that of the voice shopping function in terms of information system quality, perceived complementarity, perceived value and privacy risk. This study uses survey data from 291 smart speaker users to empirically model the effect of such factors on device stickiness and intention to purchase products/services via smart speakers
Link: http://dx.doi.org/10.1080/02642069.2021.2008913 [Google]
Wu, L., B. Taheri, F. Okumus and S. Wang (2021): The effects of host sincerity on tourists’ perceived destination image, Service Industries Journal, (2620), pp.1-22
This study aims to explore the effects of host sincerity on tourists’ perceived destination image, satisfaction, and behavioral intentions. Data were collected via an on-site survey in China and analyzed using structural equation modeling analysis. The findings suggest that local hosts should show their sincerity toward tourists in tourist-host interactions to create a positive destination image and trigger positive behavioral intentions of tourists for sustainable development of the travel destination. Residents can be active partners and co-producers of destination branding. This study highlights interactions between tourists and local residents as important attributes of the destination experience. (English)
Link: http://dx.doi.org/10.1080/02642069.2021.2011861 [Google]
Curran, R. and B. Taheri (2021): Enhancing volunteer experiences: using communitas to improve engagement and commitment, Service Industries Journal, 41(2621), pp.1053-1075
This research explores the interplay between brand image, communitas, volunteer work engagement and affective commitment to develop understanding of the importance of fostering communitas experiences within voluntary organisations and communicating these to volunteers. The research draws on a survey of 1248 active Scout volunteers in Scotland, structural equation modelling using SmartPLS3 was used to develop a new theoretical model which measured both brand image and work engagement as second-order constructs. The findings indicate brand image has a positive relationship with communitas, work engagement, and affective commitment amongst volunteers, and that communitas and work engagement positively mediate the relationship between brand image and volunteer affective commitment. Consequently, we suggest non-profit managers should facilitate and deliver powerful communitas experiences for volunteers to enhance their engagement and affective commitment by emphasising communitas throughout volunteering programmes. (English)
Link: http://dx.doi.org/10.1080/02642069.2019.1602609 [Google]
Yan, J., M. Ali, M. M. Khan, S. H. H. Shah and A. S. Butt (2021): The effect of promotion regulatory focus on service performance, Service Industries Journal, (2622), pp.1-18
Drawing on the regulatory focus theory, this study aims to investigate the effect of frontline staff’s promotion regulatory focus on service performance. Using a time-lagged design and data from 347 frontline staff in 123 branches of a hotel chain, we examine a mediated moderation model. We posit job crafting mediates the relationship between promotion regulatory focus and service performance. This relationship is moderated by empowering leadership, and job resources mediate the moderation effect. We discuss the implications of our findings for research on job crafting and regulatory focus theory. (English)
Link: http://dx.doi.org/10.1080/02642069.2021.2003340 [Google]
Ma, J., H. Tu, X. Zhou and W. Niu (2021): Can brand anthropomorphism trigger emotional brand attachment?, Service Industries Journal, (2623), pp.1-24
Although brand anthropomorphism has received considerable attentions, research on the relationship between brand anthropomorphism and emotional brand attachment is limited. In hospitality industry context, we conducted three experiments to examine the influence of brand anthropomorphism on emotional brand attachment. It was found that anthropomorphic brand significantly enhances emotional brand attachment. We also demonstrated that the reason why consumers exposed to anthropomorphic brand display greater emotional brand attachment is that their positive affect is activated. Regarding the boundary conditions, we shed lights on social exclusion and brand nostalgia. Consumers who experienced social exclusion reported more positive effect and emotional brand attachment when they were exposed to anthropomorphic brand versus non-anthropomorphic brand. In addition, we found significant moderating effects of brand nostalgia. We observed that the relationships between brand anthropomorphism and positive affect and brand anthropomorphism and emotional brand attachment are stronger for consumers with feelings of brand nostalgia than those not. (English)
Link: http://dx.doi.org/10.1080/02642069.2021.2012163 [Google]
Tulucu, F., E. Anasori and G. Kinali Madanoglu (2022): How does mindfulness boost work engagement and inhibit psychological distress among hospital employees during the COVID-19 pandemic? The mediating and moderating role of psychological resilience, Service Industries Journal, (2624), pp.1-17
This study examines the, mediating and moderating effects of psychological resilience on the relationship between employee mindfulness and job-related outcomes such as work engagement and psychological distress. By employing the tenets of the Job Demands-Resources theory, a model was tested by collecting data from 164 nurses in North Cyprus. The results indicate that mindfulness significantly increased engagement, and resilience positively mediated this relationship. Furthermore, results revealed that mindfulness is negatively and significantly related to psychological distress and that resilience further alleviates this negative effect as a moderator. Practical implications of conducting training programs that boost resilience are discussed. (English)
Link: http://dx.doi.org/10.1080/02642069.2021.2021182 [Google]
Viglia, G., S. Kumar, N. Pandey and Y. Joshi (2021): Forty years of
Established in 1981, the
Link: http://dx.doi.org/10.1080/02642069.2021.2003341 [http://dx.doi.org/10.1080/02642069.2019.1572117 [Google]
Hsu, L.-C., K.-Y. Wang, W.-H. Chih and W.-C. Lin (2021): Modeling revenge and avoidance in the mobile service industry: moderation role of technology anxiety, Service Industries Journal, 41(2627), pp.1029-1052
This research investigates the impact of service failure severity on consumers’ negative emotion (anger) and coping behaviors (revenge and avoidance) in the context of mobile application service failure. It also identifies the moderating role of technology anxiety on the relationship between service failure severity and blame attribution. The sample for this study consisted of users who had experienced a mobile application service failure in Taiwan. This study distributed online surveys to potential respondents via MySurvey, an online survey distribution platform. Seven hundred and thirty-one mobile application users participated in this study. This study adopted Structural Equation Modeling to test the research hypotheses. The results showed that service failure severity positively affected blame attribution and, thus, amplified the anger of negative emotion. Revenge and avoidance occurred. Technology anxiety had a moderating effect on the relationship between service failure severity and blame attribution. (English)
Link: http://dx.doi.org/10.1080/02642069.2019.1585428 [Google]
Hassan, Q., G. Abid, M. Ali, M. Rehmat and R. Zafar (2021): Ebullient supervision and employee life satisfaction: a moderated mediation model, Service Industries Journal, (2628), pp.1-25
Life satisfaction is of great significance to human beings. Based on the conservation of resource theory, the study investigates the direct and indirect impact of ebullient supervision on life satisfaction. This study investigated how ebullient supervision is related to teachers’ life satisfaction and how workaholism mediates this relation. It also investigates the moderating role of family motivation on the ebullient supervision and workaholism relationship. The data were collected using self-report survey questionnaires by utilizing a time-lagged cross-sectional study design. A moderated mediation model was tested on an actual sample of 401 using Process Macro by Hayes. The findings of our study show that ebullient supervision promotes workaholism and boost life satisfaction. It is found that workaholism enhances the life satisfaction of teachers. Finally, we also found that the relationship between ebullient supervision and workaholism is weaker when family motivation is high. (English)
Link: http://dx.doi.org/10.1080/02642069.2021.2019221 [Google]
Kotera, Y., P. Adhikari and D. Sheffield (2021): Mental health of UK hospitality workers: shame, self-criticism and self-reassurance, Service Industries Journal, 41(2629), pp.1076-1096
This study aimed to evaluate shame for mental health problems, and explore relationships between shame, self-criticism, self-reassurance, and mental health among UK hospitality workers, because this group of workers suffer from poor mental health yet report strong shame. An opportunity sample of 114 UK hospitality workers completed measures examining shame for mental health problems, self-criticism, self-reassurance, and mental health problems. A high proportion of workers scored over the midpoint in almost all the shame subscales. Shame, self-criticism, self-reassurance, and mental health were related to one another. External shame and self-criticism were positive predictors, and self-reassurance was a negative predictor for mental health problems. While self-criticism moderated the relationship between shame and mental health problems, self-reassurance did not. Online compassion training was recommended as it can reduce self-criticism and shame, can be undertaken without colleagues knowing and tailored to specific work patterns. (English)
Link: http://dx.doi.org/10.1080/02642069.2020.1713111 [Google]
Huang, C.-Y. and C.-H. Lai (2021): Effects of internal branding management in a hospital context, Service Industries Journal, 41(2630), pp.985-1006
Successful hospital brand management enables employees to understand the hospital’s brand value and to directly reflect upon their behaviour and job performance, which in turn positively influences patients’ perceptions of the hospital’s brand image. This study explores the establishment of hospital brands from the employees’ perspective and discusses ways to construct employee brand equity (EBE) using internal branding (IB) practices. Mechanisms of EBE functioning were examined through employee organisational citizenship behaviour (OCB) and job performance (JP). A questionnaire survey was conducted, and 453 responses were found to be valid. The results show that hospitals can establish EBE through IB management and that EBE positively affects employee OCB and JP. The study also shows that EBE has stronger effects on public-related and organisational-level employee behaviour than it does on personal-related or individual-level employee behaviour. Overall, EBE is effective when applied to medical service environments. (English)
Link: http://dx.doi.org/10.1080/02642069.2018.1491969 [Google]
Chi, C. G.-Q., Z. Ouyang, L. Lu and R. Zou (2021): Drinking “Green”: What Drives Organic Wine Consumption in an Emerging Wine Market, Cornell Hospitality Quarterly, 62(2578), pp.516-534
The global fever for wine demands concerted endeavors for understanding determinants of wine consumers’ purchase decisions. Applying the cognitive appraisal theory, this study aims to identify factors that motivate Chinese consumers to purchase organic wines by incorporating consumers’ values (i.e., health consciousness), cognitive evaluations (i.e., social trust), and affective references (i.e., positive emotion) into the conceptual model. Moreover, the moderating effect of product familiarity on the conceptual model is examined. A multistage data collection via multiple sample techniques was employed. A total of 1,745 responses were collected in a 2-year duration from all 33 Provincial Level Administrative Units in China. The findings confirm the significant role of the three antecedents on consumers’ purchase intention of organic wines, regardless of their product familiarity level. It is also found that the relative importance of the three antecedents to consumers’ purchase intention show different patterns for consumers with varying levels of product familiarity. Implications of the study are drawn based on the study findings.
Link: http://dx.doi.org/10.1177/1938965520943193 [Google]
Choi, K., Y. Wang, B. A. Sparks and S. M. Choi (2021): Privacy or Security: Does It Matter for Continued Use Intention of Travel Applications?, Cornell Hospitality Quarterly, (2579), pp.1
Mobile applications (apps) critically affect travelers’ decision-making and shape their experiences. Grounded in the expectancy value approach, this study examines the relationships among expectation confirmation (usefulness, ubiquity, ease of use, incentives, and enjoyment), privacy protection, security, satisfaction, and trust, and how these factors influence travel app users’ intention to continue using the app. Phase One of the study analyzed data from 509 survey respondents via structural equation modeling. The findings show that expectation confirmation, security, satisfaction, and trust influence travelers’ intention to continue using the travel app, whereas privacy protection exerts no significant effects. Travel app users’ level of technology proficiency moderates the effect of perceived security and satisfaction on the intention to continue use. In Phase Two, semi-structured interviews were conducted to explore the key findings from Phase One. This study contributes to the literature by examining expectation confirmation, perceived values of privacy protection, and security of travel app users in a single model to explain individuals’ satisfaction, trust, and continued use intention. The study findings also offer strategic implications for travel app developers as well as hospitality and tourism service providers and marketers on how to deliver a high-quality experience, enhance satisfaction and trust, and increase continued use intention among travel app users.
Link: http://dx.doi.org/10.1177/19389655211066834 [Google]
Denton, G. and J. Sandstrom (2021): The Influence of Occupancy Change on Hotel Market Equilibrium, Cornell Hospitality Quarterly, 62(2580), pp.426-437
Supply and demand imbalances in hotel markets are known to cause short-term growth or declines in rate and are largely (but inefficiently) self-correcting over the long term. However, looking at aggregated monthly supply and demand shifts for a market overlooks the dramatic shifts that typically occur daily within a market. Building on natural occupancy rate theory and using daily performance over a 5-year period for the Seattle Metropolitan Statistical Area (MSA) and submarkets, this study shows that examining daily occupancy patterns provides important insights into average rate growth. Furthermore, the analysis shows that the real average rate growth is a function of not only absolute occupancy levels relative to the market’s natural occupancy rate but also relative changes in occupancy, and that change in occupancy moderates the relationship between occupancy and average rate growth. In addition, submarkets within the MSA have significantly different attributes, including different natural occupancy levels and different responses to changes in occupancy. Implications for hotel investors, managers, and policy planners are then presented.
Link: http://dx.doi.org/10.1177/1938965520953849 [Google]
Fan, A. and A. S. Mattila (2021): Touch Versus Tech in Service Encounters, Cornell Hospitality Quarterly, 62(2581), pp.468-481
The emergence of various service technologies has reshaped how today’s customers interact with the service provider. The current research proposes a service matrix delineating various types of service encounters along two dimensions: touch (the extent to which customers directly interact with frontline employees) and tech (the intensity of technology use). Furthermore, we investigate the moderating role of relationship type (i.e., communal vs. exchange) in influencing customer evaluations of touch and tech type encounters and further identify the underlying mechanism. The results from the two empirical studies demonstrate the moderating effect of the communal relationship norms and the consequent mediation effect of warmth. This research lays the foundation for the future investigation of different service encounter management practices based on various levels of human factors and technology infusion. For service companies, our findings about the interplay of service encounter types and customer–company relationships will help them to better understand their customers and consequently provide an optimal level of service.
Link: http://dx.doi.org/10.1177/1938965520957282 [Google]
Kim, E. L. and S. Tanford (2021): Turning Discounts Into Profits: Factors Influencing Online Purchasing Decisions for Hotel Add-on Items, Cornell Hospitality Quarterly, 62(2582), pp.438-454
A hotel website exclusive discount is widely adopted by major chain hotels to increase the volume of direct bookings. Although the traditional purpose of a discount promotion is to attract customers to the business, this research suggests that a hotel website exclusive price discount can induce consumers’ additional spending. Principles of mental accounting and two thinking styles (analytic vs. holistic) predict different effects of a price discount and the add-on product type by individual thinking styles. A quasi-experiment investigated the effect of an unexpected discount, relatedness of add-on item to a hotel stay, and individual thinking styles on add-on purchasing. The mediating role of impulse buying was subsequently examined using the PROCESS model. The effect of a price discount and the relatedness of add-on item are significant for analytic thinkers, whereas holistic thinkers report higher likelihood to purchase add-on items regardless of relatedness. Holistic thinkers’ likelihood to purchase is enhanced through an impulse buying tendency. The findings provide further evidence for the role of individual differences in response to pricing tactics by suggesting that a price promotion increases add-on purchases for analytic thinkers, whereas promoting a sense of impulsiveness can be more effective for holistic thinkers.
Link: http://dx.doi.org/10.1177/1938965520935397 [Google]
Kim, J., J. F. Milliman and A. F. Lucas (2021): Effects of Internal and External CSR on Supportive and Harmful Employee Attitudes, Cornell Hospitality Quarterly, (2583), pp.1
Prior studies have suggested that corporate social responsibility (CSR) contributes to a hospitality organization’s competitive advantage by influencing employee attitudes. However, the mechanisms driving employees’ responses to different types of CSR activities remain largely unexplored. Based on social exchange and social identity theories, we examined the mechanisms through which external and internal CSR activities influence employees’ perceived organizational justice and identification, and their subsequent outcomes (i.e., organizational commitment and turnover intention). We collected data from the employees of a hospitality company operating in the United States and used confirmatory factor analysis and structural equation modeling for data analysis. The results showed that internal CSR activities had significant sequential effects on organizational justice, organizational identification, and organizational commitment as well as turnover intention. External CSR activities had significant indirect effects on organizational commitment via organizational identification. These findings reinforce the notion that external and internal CSR operate through different mediating mechanisms. We discussed the main findings of this study in terms of their theoretical implications for our understanding of the psychology behind CSR, as well as social exchange and social identity theories. The results suggest that both external and internal CSR have particular importance as a means of supporting a hospitality company’s efforts to foster employee identification with the company, and thereby improve employee attitudes at work. We closed by discussing the practical implications of our results, including recommendations for hospitality operators.
Link: http://dx.doi.org/10.1177/19389655211063198 [Google]
Lehto, X. Y., S. Park, M. E. Mohamed and M. R. Lehto (2021): Traveler Attitudes Toward Biometric Data-Enabled Hotel Services: Can Risk Education Play a Role?, Cornell Hospitality Quarterly, (2584), pp.1
This study compares attitudes toward the use of biometrics data-enabled services in hotels of prospective travelers before and after receiving information about the risks and benefits of disclosing biometric data and about how the disclosed data are being utilized. This was done based on a sample of 579 U.S. respondents, using a split-plot scenario-based experimental design. The results revealed that the respondents did not show enthusiastic support for biometrics-based hotel services. Most sampled respondents did not view such services as highly desirable or as having a positive influence on their sense of well-being. Significant demographic differences were observed between prospective travelers. Females and older respondents in particular provided significantly lower ratings of biometric-enabled services on both desirability and effects on well-being. Significant changes in respondents’ ratings were also observed when information was given about the risks and benefits of disclosing biometric data and how the disclosed data were being utilized. That is, respondents’ ratings were lower when information was given about the risks and for scenarios where the data were utilized in ways that increased risk. Overall, these results are consistent with rational choice theory and demonstrate a strong risk-education effect or information-nudge effect on consumer acceptance of commercial use in hotels of artificial intelligence technology. The study outcomes also provide insight for developing potential guardrails and parameters for designing intelligent hospitality services.
Link: http://dx.doi.org/10.1177/19389655211063204 [Google]
Patel, P. C. and C. A. Rietveld (2021): The Impact of the Public Disclosure of Curved Inspection Scores Using Emojis on Hygiene Violations in Food Establishments, Cornell Hospitality Quarterly, 62(2585), pp.455-467
Policymakers increasingly develop initiatives to influence business and consumer behavior. Among the initiatives to increase the compliance of food establishments to hygiene standards is the public disclosure of hygiene inspection scores. In this study, we analyze the impact of the 2017 law change in King County (Washington state, USA) mandating the presentation of hygiene inspection scores at the front door using an emoji-based display with information about the food establishment’s relative performance to other food establishments in the zip code area. Based on information from 82,545 food inspections in 8,010 food establishments in the period August 2014 to May 2019, we find that the rolling implementation of these displays had a small but meaningful impact on food inspection scores and hygiene violations. As a result of the new display, hygiene scores improved and the odds of failing inspection declined.
Link: http://dx.doi.org/10.1177/1938965520935398 [Google]
Shulga, L. V. (2021): Change Management Communication: The Role of Meaningfulness, Leadership Brand Authenticity, and Gender, Cornell Hospitality Quarterly, 62(2586), pp.498-515
As hospitality firms face increasing demands that require continuous change, it is imperative to design change management processes that allow for effective communication of change initiatives. This study of 235 employees examined the effects of organizational change communication 1 month after the change message was delivered at the annual leadership conference of a well-known U.S.-based limited-service hotel chain. In hospitality organizations, successful change management is impossible without employee engagement. However, employees’ sensemaking of the organizational change message may encourage or hinder their receptivity to change. Findings showed that while positive appraisal of conference message meaningfulness positively influenced employee work engagement, perceptions of leadership brand authenticity had a stronger impact. Moreover, employees bundled message meaningfulness and leadership brand authenticity perceptions for greater work engagement, which is linked with job satisfaction and service climate evaluation. Female attendees were highly influenced by leadership brand authenticity perceptions, driving stronger job satisfaction and stronger service climate. However, for male attendees, meaningfulness of the conference message had a significant impact on engagement. Thus, hospitality managers’ ability to adjust organizational change communication through message meaningfulness and authentic leadership branding may assist in securing the desired outcomes of change.
Link: http://dx.doi.org/10.1177/1938965520929022 [Google]
Singh, A. (2021): Applying Property Pricing Models to Estimate a Foreclosure Discount in the Hotel Real Estate Sector, Cornell Hospitality Quarterly, (2587), pp.1
This study investigates the magnitude of the foreclosure sale discount in the hotel sector. The foreclosure sales discount is captured using three different models: hedonic, hybrid, and repeat sales. Controlling for various hotel attributes and time, the hedonic model shows a foreclosure discount of 40%, followed by the repeat sales model at 42% and the hybrid model at 45%, all relative to non-distressed market prices. The results of the study provide novel empirical evidence of cross-sectional variation in foreclosure discounts between independent hotels and branded hotel segments and by location. In particular, variation in the foreclosure discount is driven by independent and upscale hotels and hotels located in resorts, small metro towns, and urban locations. In addition, the study results reveal the influence of occupancy, deferred maintenance, renovation, and holding period on transaction prices.
Link: http://dx.doi.org/10.1177/19389655211058685 [Google]
Singh, A. (2021): Estimating the Foreclosure Discount in Financially Distressed Hotels, Cornell Hospitality Quarterly, 62(2588), pp.409-425
This study investigates the magnitude of the distress sale and foreclosure sale discount in financially distressed hotels by determining the influence of financial distress conditions on hotel transaction prices. Using a hedonic pricing model and a sample of 6,340 distressed and non-distressed transaction prices from 2008 to 2016, the study’s results show a significantly negative effect of financial distress on the pricing of distressed hotels. In particular, the estimated discount is 33% for an auction/trustee sale, 30% for a short sale, 42% for a foreclosure sale, and 44% for a real estate owned (REO) sale, all relative to non-distressed normal market sales.
Link: http://dx.doi.org/10.1177/1938965520929652 [Google]
Song, S. and S. Lee (2021): The Effect of Internationalization on Firm Performance: A Moderating Role of Heterogeneity in TMTs’ Nationality, Cornell Hospitality Quarterly, 62(2589), pp.482-497
The effect of internationalization on firm performance has been investigated in the hospitality literature in a relatively extensive manner. However, the literature has still provided mixed findings. Furthermore, the moderating role of top management teams (TMTs) on the relationship between internationalization and firm performance has not been explored yet in the hospitality literature. Considering the increasing importance of internationalization in the hospitality industry and a significant role of TMTs in implementing this internationalization, this study performs a comprehensive examination on the effect of internationalization on firm performance using three different internationalization measures (i.e., degree, diversification, and speed) and three different performance measures (i.e., Tobin’s q, return on assets, and international returns). This study also tests the moderating role of heterogeneity in TMTs’ nationality based on the upper echelons theory, employing hierarchical linear modeling (HLM) to test the proposed hypotheses.
Link: http://dx.doi.org/10.1177/1938965520958703 [Google]
