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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Wirtz, J., W. H. Kunz, N. Hartley and J. Tarbit (2023): Corporate Digital Responsibility in Service Firms and Their Ecosystems, Journal of Service Research, 26(3427), pp.173-190
Digitization, artificial intelligence, and service robots carry serious ethical, privacy, and fairness risks. Using the lens of corporate digital responsibility (CDR), we examine these risks and their mitigation in service firms and make five contributions. First, we show that CDR is critical in service contexts because of the vast streams of customer data involved and digital service technology’s omnipresence, opacity, and complexity. Second, we synthesize the ethics, privacy, and fairness literature using the CDR data and technology life-cycle perspective to understand better the nature of these risks in a service context. Third, to provide insights on the origins of these risks, we examine the digital service ecosystem and the related flows of money, service, data, insights, and technologies. Fourth, we deduct that the underlying causes of CDR issues are trade-offs between good CDR practices and organizational objectives (e.g., profit opportunities versus CDR risks) and introduce the CDR calculus to capture this. We also conclude that regulation will need to step in when a firm’s CDR calculus becomes so negative that good CDR is unlikely. Finally, we advance a set of strategies, tools, and practices service firms can use to manage these trade-offs and build a strong CDR culture.
Link: http://dx.doi.org/10.1177/10946705221130467 [Google]
Verleye, K., A. De Keyser, N. Raassens, A. A. Alblas, F. C. Lit and J. C. C. M. Huijben (2023): Pushing Forward the Transition to a Circular Economy by Adopting an Actor Engagement Lens, Journal of Service Research, (3428), pp.1
Circular business models (CBMs), such as product-service systems, are rapidly gaining traction in light of a transition to a more circular and sustainable economy. The authors call for a new approach to inform and guide the development and adoption of these CBMs. The main reason is that different actors in the service ecosystems or networks linked to these business models—such as firms, customers, and governmental bodies—may be reluctant to join or even impede the transition to a circular economy. Based upon an abductive analysis of 133 CBM papers with the Motivation-Opportunity-Ability (MOA) framework as organizing structure, the authors theorize about how to achieve “circular economy engagement” (
Link: http://dx.doi.org/10.1177/10946705231175937 [Google]
Gahler, M., J. F. Klein and M. Paul (2023): Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments, Journal of Service Research, 26(3429), pp.191-211
Managing customer experiences has become a key strategic priority for service research and management. Yet researchers and managers lack a customer experience (CX) measure that applies to the different experience partners, touchpoints, and journey stages in the omnichannel environments of today’s service industries. Without such a common measure, empirical research on CX remains fragmented, and service companies continue to struggle to improve customer interactions in customer journeys. To address this shortcoming, this article proposes an omnichannel-capable measurement of CX that applies to different customer interactions in the omnichannel environment. With seven studies, the authors develop and validate a six-dimensional, 18-item CX scale. The proposed CX scale overcomes the fragmentation of existing scales in service research and provides a valid measure that can be used consistently for various customer interactions in omnichannel environments. This article details how the proposed CX scale can monitor and compare CX for different interactions in customer journeys (i.e., pain-point analysis), as well as improve CX features and their marketing outcomes (i.e., CX profiling). By overcoming the existing fragmentation in available scales and providing a common omnichannel CX measure, this CX scale establishes an empirical foundation for developing CX knowledge and advancing related service research.
Link: http://dx.doi.org/10.1177/10946705221126590 [Google]
Orth, U. R., N. Spielmann and C. Meyer (2023): Ambient Temperature in Online Service Environments, Journal of Service Research, 26(3430), pp.155-172
A mbient T emperature in O nline S ervice environments (ATOS) is a sensory cue not directly accessible in current online servicescape technology, but inferred from secondary cues, particularly visual ones. This study integrates research on cross-modal inferences with a situated cognitions framework and the stereotype content model to show that ATOS enhances judgment of service provider warmth, in turn influencing important service outcomes. A pilot study explores the linkages between consumer online and offline experiences, providing evidence for online service environments’ capacity (especially ATOS) to shape customer judgment and behavior. Study 1 examines a tropical island holiday resort to show that online representations of the environment evoke situated cognitions and preferences consistent with high ambient temperature. Study 2 uses virtual tours of cafés to demonstrate that ATOS, through judgment of service provider warmth, positively influences purchase intention and other managerially important service outcomes. Study 3 employs 12 service contexts to replicate ATOS effects, mediated through warmth, and to show that effects are stronger in contexts where service provision is directed more at objects (vs. people). Given that ambient temperature is ubiquitous in all types of service settings and easily adjusted by practitioners, managerial implications outline how service marketers can more effectively employ ATOS.
Link: http://dx.doi.org/10.1177/10946705221110848 [Google]
Koskela-Huotari, K., K. Svärd, H. Williams, J. Trischler and F. Wikström (2023): Drivers and Hinderers of (Un)Sustainable Service: A Systems View, Journal of Service Research, (3431), pp.1
Making service provisioning significantly more sustainable is crucial if humankind wants to make a serious effort to operate within the boundaries of what the planet can support. The purpose of this paper is to develop a systemic understanding of sustainability in service provision and shed light on the mechanisms that drive unsustainability and hinder service providers in their efforts to be more sustainable. To contextualize our study, we focus on a significant sustainability problem: food waste stemming from food retail at the retailer-consumer interface. We make two theoretical contributions to the service research on sustainability. First, we offer a systemic conceptualization of sustainability in service as a dynamic ability of a focal system (e.g., a service firm) to sustain the system(s) that contains it. Second, we explicate the mechanisms—stocks and flows, feedback and mindsets—that contribute to (un)sustainable service provision as a systemic behavior, and which can thus be used as intervention points when designing sustainability initiatives. Our work also has significant practical implications for food retailers and policymakers working towards reaching UN’s Sustainable Development Goal 12.3, as we specify the feedback loops that drive food waste and hinder efforts to reduce it at the retailer-consumer interface.
Link: http://dx.doi.org/10.1177/10946705231176071 [Google]
Xu, A. J., R. Loi, C. W. C. Chow and V. S. Z. Lin (2023): Driving Retail Cross-Selling, Journal of Service Research, 26(3432), pp.212-232
Cross-selling is one of the most important sales strategies retail organizations adopted to drive business revenue and increase customer lifetime value. While considerable efforts have been devoted to developing data-based cross-selling models, little is known about how and when store managers can drive frontline service employees (FSEs) to cross-sell. Drawing on work meaningfulness literature, we propose that a high-quality resource exchange relationship with the store manager (i.e., leader–member exchange, LMX) endows FSEs’ work with meaningfulness of serving others, which in turn promotes their engagement in cross-selling. We further contend that when store managers possess high person-organization fit, the impact of their LMX relationships on FSEs’ work meaningfulness of serving others and subsequent cross-selling would be stronger. A three-wave survey data from 166 FSEs and their store managers in a retail chain in China (i.e., Study 1) and an experiment among 120 U.S.-based working employees (i.e., Study 2) support our predictions. The present research offers important theoretical and practical implications for retailing management area.
Link: http://dx.doi.org/10.1177/10946705221087399 [Google]
Helkkula, A., E. Arnould and A. Chen (2023): Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences, Journal of Service Research, 26(3433), pp.233-250
In the global world, service cultures interact. The co-shaping interaction of local and global service cultures is a form of glocalization. In China, interaction between traditional Chinese medicine (TCM) and Western medicine (WM) has produced glocalized versions of both services. Through analysis of customers’ experience of healthcare service in southwestern China, this paper addresses two research questions: What distinctive cultural resources do informants associate with WM and TCM? And how do tensions emerge in the contrast between customers’ expected and experienced cultural resources in glocalized healthcare service? The resource integration construct provides theoretical language to analyze customers’ service experiences in glocalized service cultures. One theoretical contribution resulting from this analysis is showing that culturally specific resources embedded in service systems emerge phenomenologically through resource integration in customers’ experiences. A second theoretical contribution resulting from this analysis is demonstrating how the mix of culturally specific resources from two glocalized services causes tensions and effects how experience is interpreted and valued. The article’s managerial contribution is a four-step culture-comparative resource framework. The framework can help managers identify tensions in customer expectations and experiences in glocalized service and identify needed changes to facilitate customers’ positive service experiences.
Link: http://dx.doi.org/10.1177/10946705221094638 [Google]
Wakefield, K. L., P. Raghubir and J. J. Inman (2023): Have We Got a Deal for You: Do You Want the Good News or Bad News First?, Journal of Service Research, 26(3434), pp.251-269
Traditional practice prominently presents offers (e.g., “50% Off”) followed by a quantity (“When you buy two”), duration (“Today only”), or other conditional restriction as a scarcity appeal to increase urgency. Placing a hurdle to clear before purchase eligibility presents the good news of the offer followed by the bad news of the restriction. We propose and test a sales promotion framework for admission-based experiences showing that leading with the bad news first (the restriction) followed by the good news (the discount) is consistent with consumer news order preferences and changes perceptions of the deal. Our first study confirms consumer preference for bad news before good news in general and ticket offers in particular. The next two studies examine the process by which leading with the bad news (of the restriction first, discount later) increases the salience of the deal (% off). This in turn makes the customer feel in greater control over the offer, thereby making the deal appear to be fairer and more attractive, leading to increased purchase intentions. A fourth study in the field shows presenting the restriction followed by a discount improves click-through and potential revenue compared to presenting the identical offer with the discount preceding the restriction.
Link: http://dx.doi.org/10.1177/10946705221120147 [Google]
Nguyen, H., M. Groth and A. Johnson (2023): How Display Rules Influence Turnover in Healthcare Teams and the Moderating Role of Team Negative Affective Tone, Journal of Service Research, (3435), pp.1
Team display rules are expressive norms shared by team members about how to positively impact a customer’s perception of service quality and satisfaction. For frontline employees’ working in teams, however, the costs and benefits of team display rules are less clear as empirical links to objective, behavioral outcomes, such as turnover, are rare. In a study of 442 healthcare professionals, working within 72 teams in a large children’s hospital, we investigate the effects of
Link: http://dx.doi.org/10.1177/10946705231176070 [Google]
Tuunanen, T., M. Salo and F. Li (2023): Modular Service Design of Information Technology-Enabled Services, Journal of Service Research, 26(3436), pp.270-282
The literature has proposed ways to modularize information-technology-enabled services (ITeS) with limited success. We argue that applying design principles (DPs) can address this gap and revitalize the service modularization literature. With a qualitative research study, we develop exemplar DPs and a set of prioritized DPs for ITeS. We contribute to the literature by demonstrating how complex service systems, specifically ITeS, can be modularly designed. Our DPs show how different ITeS design elements or service attribute combinations impact the outcome-driven design of service experience. Based on the findings, we present a modular service design framework and a service design method that adopts DPs to create effective modular ITeS designs. We also offer ways to conceptualize and apply service modularization to improve the adoption of the modular service design by service designers and managers.
Link: http://dx.doi.org/10.1177/10946705221082775 [Google]
Minguez, A. and F. J. Sese (2023): Periodic Versus Aggregate Donations: Leveraging Donation Frequencies to Cultivate the Regular Donor Portfolio, Journal of Service Research, 26(3437), pp.283-299
Charitable organizations play a key role in society but face the recurrent challenge of obtaining sufficient resources to accomplish their missions. The regular donor portfolio becomes a critical element in providing stable and long-lasting funding, and its effective management has emerged as a key research area. This study investigates the impact of the donation frequency by regular donors on their donation amount over time. Drawing from temporal reframing literature, we provide an understanding of these effects as well as the moderating role of the motivations to donate (self- vs other-oriented). The study also investigates the extent to which frequency choices are influenced by the motivations to donate and by the donation options presented during registration. Using a sample of regular donors from 2013 to 2019 and applying dynamic panel data techniques, the findings reveal that higher frequencies lead to higher donations, though this effect is strengthened by self-oriented motivations and weakened by other-oriented motivations. Our study shows that motivations to donate and donation options jointly explain donation frequencies. This study provides useful guidance for charities on how to increase regular donors’ perceived value and their contributions to help these organizations provide essential services to the most vulnerable groups in society.
Link: http://dx.doi.org/10.1177/10946705221103270 [Google]
Zhou, C., L. Lin, Z. Guo and J. Jiang (2023): Reductions in Customer Commitment: An Empirical Study on Pure Downgrade versus Hybrid Downgrade, Journal of Service Research, (3438), pp.1
While service providers strive to maintain customer relationships, a nontrivial number of customers downgrade their services, something that has been particularly true during the post-pandemic period or economic recession. Studying downgrade behavior is vital because it damages the bottom-line performance of service providers and reflects a reduced customer commitment. Unlike previous studies, we further divide downgrade behavior based on whether there is a change in the product category, that is, a downgrade to a lower-priced service option within the same product category (“pure downgrade”) versus a downgrade to a lower-priced service option in a different product category (“hybrid downgrade”). An analysis of customer data collected from a major telecommunications company shows fundamental differences in the determinants and consequences of these two downgrades. Transaction-related variables, such as service usage, have a significantly stronger positive effect on the likelihood of hybrid downgrade than on that of pure downgrade. Conversely, relationship-related variables like relationship length have an inverted U-shaped effect on pure downgrade but barely affect the likelihood of hybrid downgrade. Interestingly, customers who engage in pure downgrade are more likely to churn than those who engage in hybrid downgrade. The empirical findings offer valuable insights on customer relationships and churn management.
Link: http://dx.doi.org/10.1177/10946705231180048 [Google]
Lumivalo, J., T. Tuunanen and M. Salo (2023): Value Co-Destruction: A Conceptual Review and Future Research Agenda, Journal of Service Research, (3439), pp.1
The service-dominant (S-D) logic lens for understanding value co-creation and customers’ interactive roles in the service exchange has emerged as a focal theme of interest among service academics and practitioners. While recent investigations have also focused on the process of value co-destruction—that is, how potential negative outcomes occur—the concept and its distinction from value co-creation remain unclear. This conceptual review synthesizes the concept of value co-destruction and proposes a framework consisting of two interrelated dimensions—actor–actor interaction and individual actor
Link: http://dx.doi.org/10.1177/10946705231177504 [Google]
Ali, F., G. Turktarhan, X. Chen and M. Ali (2023): Antecedents of destination advocacy using symmetrical and asymmetrical modeling techniques, Service Industries Journal, 43(3440), pp.475-496
This study uses a multi-method approach to examine antecedents of destination advocacy. Data were collected from 549 respondents via Amazon MTurk. A symmetrical analysis based on partial least squares-structural equation modeling (PLS-SEM) and asymmetrical analysis based on fuzzy-set qualitative comparative analysis explore how combinations of various antecedents, including hospitality, perceived authenticity, destination experience quality, and destination love lead to high and low levels of destination advocacy. Findings indicate that hospitality and authenticity significantly impact destination experience quality. Moreover, destination experience quality and destination love have a significant impact on destination advocacy. Finally, fuzzy-set Qualitative Comparative Analysis (fsQCA) results reveal that a high level of hospitality and destination quality leads to destination advocacy. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2146098 [Google]
Ma, J., H. Tu, X. Zhou and W. Niu (2023): Can brand anthropomorphism trigger emotional brand attachment?, Service Industries Journal, 43(3441), pp.555-578
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]
Mody, M. (2023): Hospitality as the bridge: advancing transformative service research towards human flourishing, Service Industries Journal, 43(3442), pp.423-453
As an increasingly important paradigm in the services domain, transformative service research (TSR) emphasizes the need for improving the well-being of entities inside and outside the service organization. The present article offers that hospitality – as an ethic and experience – offers compelling avenues to move the TSR agenda to its next stage of evolution. Specifically, given its indelible connections to the fledging paradigm of human flourishing, hospitality provides tangible pathways for service organizations to effect transformative value creation as systemic human flourishing at the individual, collective, and ecosystem levels. The article examines this proposition in the context of research at the intersection of hospitality and healthcare. It then offers a novel conceptual framework – Hospitality-Oriented Systems of Transformation In Services (HOSTIS) – that uses hospitality as the starting point and the bridge between the two paradigms of TSR and human flourishing. The article concludes with opportunities for future research that addresses the key conceptual and empirical considerations of the framework. The HOSTIS framework recognizes the potential of service organizations to contribute to a flourishing society. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2197222 [Google]
Kabadayi, E. T., N. C. Aksoy and P. B. Turkay (2023): How does customer engagement value occur in restaurants?A stimulus-organism-response(S-O-R) perspective, Service Industries Journal, 43(3443), pp.497-524
The customer engagement value plays a vital role in the service industry. This study aims to explain how the customer engagement value occurs through restaurants using the stimulus-organism-response approach (S-O-R), based on environment-related dimensions (i.e. physical environment), brand-related feelings (i.e. love), and customer experience. 685 respondents were surveyed online, and data were analysed through structural equation modeling. The research findings show that physical environment positively affects brand love, brand love positively affects customer engagement value dimensions and also mediates the relationships between physical environment and customer engagement value, and customer experience moderates the relationship between physical environment and brand love. Restaurants can utilize our results to gain customer engagement value by creating love toward their brands through the physical environment; moreover, future research can further develop the customer engagement value theory and approach in light of our results. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2075350 [Google]
Akhtar, M. W., T. Garavan, M. Javed, C. Huo, M. Junaid and K. Hussain (2023): Responsible leadership, organizational ethical culture, strategic posture, and green innovation, Service Industries Journal, 43(3444), pp.454-474
Leaders in service organizations are increasingly challenged to demonstrate leadership underpinned with a strong sense of responsibility. To date, a few studies have empirically investigated the influence of responsible leadership on organizational outcomes such as innovation. Drawing on signaling theory, this study reports the findings of the relationship between RL and green innovation in service firms through the mediating role of organizational ethical culture. We also test the moderating effect of strategic posture on this relationship. Using a three-wave research design and data collected from employees (n = 168) in hospitality organizations, we found that RL positively influences green innovation. We found support for the mediating effect of organizational ethical culture and the moderating role of strategic posture on the direct effect of responsible leadership on green innovation such that this direct effect is stronger where there is a progressive strategic posture. We highlight both the theoretical and practical implications of our findings. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2172165 [Google]
Sánchez-Robles, M., R. Puertas and D. Ribeiro-Soriano (2023): Startup initiatives in social service industries: cohousing and energy communities, Service Industries Journal, (3445), pp.1-19
Innovative companies turn transformative ideas into products/servicies to generate a profit, while social startups aim to build a better world by providing social benefits. With a novel focus on Spain, this study examines the development of cohousing and energy communities and the barriers to their implementation. The aim is to clarify whether these communities should be governed under the same principles as social startups, with government support to encourage their growth. The data for the study were gathered from semi-structured interviews with promoters of these initiatives. The results highlight the features that they share with social startups, as well as the need for harmonised regulations to govern their implementation. The findings also underscore the importance of educating people about the need to bring about a social transformation, which will require widespread community acceptance. Decision-makers should encourage the development of social startups to ensure the transition to a sustainable economy. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2209018 [Google]
Chen, T.-Y., T.-L. Yeh and Y.-W. Huang (2023): The influence of self-disclosure micro-celebrity endorsement on subsequent brand attachment: from an emotional connection perspective (Second revised version), Service Industries Journal, (3446), pp.1-28
This study explores the impact of micro-celebrity endorsements on brand attachment using the emotional connections of followers to the self-disclosure micro-celebrities on Instagram as mediator variables. The research involved target audiences who followed micro-celebrities on Instagram in Taiwan and employed quota sampling to distribute questionnaires on the social media platform. Four hundred eighteen valid samples were collected in the spring of 2022 and analyzed with structural equation modeling. The empirical results indicate that the main path was from homophily through relatedness need satisfaction to brand attachment (HOM→RNS→BA). Regarding relatedness need satisfaction as a mediator variable, homophily had a greater impact on brand attachment than benign envy. Moreover, this study is the first to expand the effects of emotional connection to brand attachment while showing that homophily and attractiveness positively impact brand attachment through benign envy and relatedness need satisfaction in micro-celebrity endorsements. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2209514 [Google]
Akgün, A. E., H. Keskin, Z. Aksoy, S. Samil Fidan and S. Yigital (2023): The mediating role of organizational learning capability and resilience in the error management culture-service innovation link and the contingent effect of error frequency, Service Industries Journal, 43(3447), pp.525-554
Error management culture (EMC) has received a significant interest in the service management literature. However, there remains a lack of studies investigating the underlying mechanisms (mediating variables) where EMC affects service innovation within the boundary condition of its moderating variables. This study investigates how EMC influences service innovation through organizational learning capability (OLC) and organizational resilience mechanisms. In addition, this study empirically examines the moderating role of error frequency on the relationship between EMC and OLC and organizational resilience. By investigating 300 service firms, this study empirically reveals that (a) EMC positively relates to OLC and organizational resilience; (b) OLC positively relates to organizational resilience; and (c) OLC plays a mediating role in the relationship between EMC and service innovation. This study also demonstrates that error frequency weakens the relationship between EMC and OLC in service firms. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2062328 [Google]
Peng, M. Y.-P., O. A. Golra, M. Khan, T. Garavan, Y.-S. Chang and M. Usman (2023): Unlearning in service contexts: a moderated-mediation model, Service Industries Journal, (3448), pp.1-21
The present study builds on social information processing theory to explicate how and when ethical leadership (EL) impacts individual unlearning in service organizations. The results from two studies – Study 1 based on time-lagged and multi-source data and Study 2 based on an experimental design – revealed that EL positively influences individual unlearning directly, as well as indirectly, via employee role breadth self-efficacy (RBSE). We also found support for the role of trait mindfulness as a boundary condition of the EL-RSBE link and the mediated relationship of EL with individual unlearning via RSBE. Our findings can help managers encourage service employees to consciously unlearn obsolete behaviors to create spaces for new behaviors. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2209930 [Google]
Ozduran, A., M. B. Saydam, K. K. Eluwole and E. U. Mertens (2023): Work-family conflict, subjective well-being, burnout, and their effects on presenteeism, Service Industries Journal, (3449), pp.1-27
Work arrangement and flexible work settings are becoming increasingly important in service organizations in an era ravaged by pandemic disruptions. Drawing upon the job demands-resources theory, this study examines the mediating roles of subjective well-being (SWB) and burnout in the relationship between work-family conflict (WFC) and presenteeism. The paper also examined the moderating role of work shifts in the direct relationships between WFC, SWB, burnout, and presenteeism. The data was gathered from 332 workers in Northern Cyprus hotels. The relationships were analyzed by ‘structural equation modeling’. Our research found that WFC is positively related to presenteeism. Furthermore, the intervening roles of burnout and SWB on the relationship between WFC and presenteeism were tested, and our data supported the mediated path through SWB. Still, they did not support the mediated path through burnout. Work shifts significantly moderated the positive relationship between burnout and presenteeism. Practical and theoretical implications have been discussed. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2209507 [Google]
De Bruyne, M.-J. and K. Verleye (2023): Realizing the economic and circular potential of sharing business models by engaging consumers, Journal of Service Management, 34(3450), pp.493-519
Purpose: Today’s sharing economy covers a variety of business models. This research aims to (1) identify dimensions along which sharing businesses may vary and (2) investigate how these dimensions influence consumer engagement while considering consumers’ sustainability orientation. Design/methodology/approach: This research relies upon a systematic literature review (n = 67 articles) to identify five sharing business dimensions: (1) ownership transfer, (2) professional involvement, (3) compensation, (4) digitalization and (5) community scope. A discrete choice conjoint experiment in the fashion industry is employed to investigate how these dimensions affect consumer engagement with sharing businesses (n = 383 participants). Findings: The results suggest that ownership of tangible resources elicits more engagement than access to tangible resources for both consumers with a low sustainability orientation and consumers with a high sustainability orientation. Community scope also affects consumer engagement as reflected in more engagement towards sharing businesses with a local rather than a global scope. The presence of professional service providers, monetary compensation and a digital platform only induces engagement among consumers with a low sustainability orientation. Originality/value: This research generates a better understanding of how sharing businesses can draw on business dimensions to engage consumers with different levels of sustainability orientation and, in turn, how sharing businesses can realize their economic and/or circular potential.
Link: http://dx.doi.org/10.1108/JOSM-08-2021-0318 [Google]
Mehmood, K., K. Verleye, A. De Keyser and B. Larivière (2023): Piloting personalization research through data-rich environments: a literature review and future research agenda, Journal of Service Management, 34(3451), pp.520-552
Purpose: Over the last 50 years, increased attention for personalization paved the way for one-to-one marketing efforts, but firms struggle to deliver on this promise. The purpose of this manuscript is to provide a complete picture on personalization, develop a future research agenda and put forth concrete advice on how to move the field forward from a theoretical, methodological, contextual, and practical viewpoint. Design/methodology/approach: This research follows a systematic literature review process, providing an in-depth analysis of 135 articles (covering 184 studies) to distill the (1) key building blocks and components of personalization and (2) theoretical, contextual, and methodological aspects of the studies. Findings: This manuscript uncovers six personalization components that can be linked to two personalization building blocks: (1) learning: manner, transparency, and timing and (2) tailoring: touchpoints, level, and dynamics. For each of these components, the authors propose future research avenues to stimulate personalization research that accounts for challenges in today’s data-rich environments (e.g. data privacy, dealing with new data types). A theoretical, contextual, and methodological (i.e. industry, country and personalization object) review of the selected studies leads to a set of concrete recommendations for future work: account for heterogeneity, embed theoretical perspectives, infuse methodological innovation, adopt appropriate evaluation metrics, and deal with legal/ethical challenges in data-rich environments. Finally, several managerial implications are put forth to support practitioners in their personalization efforts. Originality/value: This research provides an integration of personalization research beyond existing and outdated review papers. Doing so, it accounts for the impact of new technologies and Artificial Intelligence and aims to advance the next generation of knowledge development on personalization.
Link: http://dx.doi.org/10.1108/JOSM-10-2021-0405 [Google]
Alkire, L., R. Russell-Bennett, J. Previte and R. P. Fisk (2023): Enabling a service thinking mindset: practices for the global service ecosystem, Journal of Service Management, 34(3452), pp.580-602
Purpose: Profound economic, social, political and environmental problems are cascading across modern civilization in the 21st century. Many of these problems resulted from the prevailing effects of rational economics focused on profit maximization. The purpose of this paper is to reframe the mindsets of scholars, firms and public policy decision-makers through enabling Service Thinking practices. Design/methodology/approach: Marketing, service and allied discipline literature are synthesized, and Raworth’s (2018) Doughnut Economics model is adapted to conceptualize and construct the Service Thinking framework. Findings: Service Thinking is defined as a just, mutualistic and human-centered mindset for creating and regenerating service systems that meet the needs of people and the living planet. Service Thinking is enabled by five practices (service empathy, service inclusion, service respect, service integrity and service courage). Practical implications: Actionable implications are presented for service ecosystem entities to uplift well-being, enhance sustainability and increase prosperity. Originality/value: Service Thinking practices are shaped by influencing forces (marketing, education and law/policy) and operant service ecosystem resources (motivation–opportunity–ability or MOA), which makes Service Thinking applicable to four economic entities in the service ecosystem: the household, the market, the state and the commons.
Link: http://dx.doi.org/10.1108/JOSM-02-2022-0070 [Google]
Hogreve, J. and A. Beierlein (2023): Value creation and cost reduction in health care – outcomes of online participation by health-care professionals, Journal of Service Management, 34(3453), pp.553-579
Purpose: The authors explore the outcomes of health-care professionals’ participation in a vendor-hosted online community by combining qualitative and quantitative data collected in two separate studies. The authors aim to shed light on the potential value outcomes of community participation covering the reduction of service costs by professionals’ community participation. Design/methodology/approach: The authors explore the outcomes of health-care professionals’ participation in a vendor-hosted online community by combining qualitative and quantitative data collected in two separate studies. The authors also introduce GABEK® as a unique method of qualitative empirical content analysis. In the quantitative study, the authors refer to customer survey data and transactional data. Findings: The results show that participation in online communities by professionals emerges as a dual concept, consisting of both help-seeking and help-providing behaviors. These behaviors in turn facilitate the creation of economic and relational value, as well as influencing the perceived usefulness of the online community, resulting in higher satisfaction with the community among the participating professionals. Customer survey data and transactional data were gathered from a major medical equipment vendor hosting an online community, and those data confirm that participation also decreases service support costs to professionals by reducing the number of necessary service visits by the vendor’s service technicians. Practical implications: The resulting model of participation and corresponding benefits in an online community for health-care professionals reflects and informs current developments in the health care industry. Originality/value: The combination of qualitative as well as quantitative studies relying on the data of a world leading medical equipment vendor hosting an online community provides unique and innovative insights into participation and value creation within B2B communities.
Link: http://dx.doi.org/10.1108/JOSM-07-2021-0247 [Google]
Do, K. T., H. Gip, P. Guchait, C.-Y. Wang and E. S. Baaklini (2023): Empathetic creativity for frontline employees in the age of service robots: conceptualization and scale development, Journal of Service Management, 34(3454), pp.433-466
Purpose: While robots have increasingly threatened frontline employees’ (FLEs) future employment by taking over more mechanical and analytical intelligence tasks, they are still unable to “experience” and “feel” to occupy empathetic intelligence tasks that can be handled better by FLEs. This study, therefore, aims to empirically develop and validate a scale measuring the new so-called empathetic creativity as being creative in practicing and performing empathetically intelligent skills during service encounters. Design/methodology/approach: This study adopts a multistage design to develop the scale. Phase 1 combines a literature review with text mining from 3,737 service robots-related YouTube comments to generate 16 items capturing this new construct. Phase 2 assesses both face and content validity of those items, while Phase 3 recruits Prolific FLEs sample to evaluate construct validity. Phase 4 checks this construct’s nomological validity using PLS-SEM and Phase 5 experiments dedicated effort (vs natural talent) as an effective approach to foster FLEs’ perceived empathetic creativity. Findings: The final scale is comprised of 13 refined items that capture three dimensions (social, interactive and emotional) of empathetic creativity. This research provides timely implications to help FLEs in high-contact services stay competitive. Originality/value: This study introduces the new construct of empathetic creativity, which goes beyond the traditional definition of creativity in services and highlights the importance of empathetic intelligence for FLEs in future employment. This study also develops a multi-item scale to measure this construct, which can be applied to future service management research.
Link: http://dx.doi.org/10.1108/JOSM-09-2021-0352 [Google]
Willems, K., N. Verhulst, L. De Gauquier and M. Brengman (2023): Frontline employee expectations on working with physical robots in retailing, Journal of Service Management, 34(3455), pp.467-492
Purpose: Service robots have increasingly been utilized in retail settings, yet empirical research on how frontline employees (FLEs) might deal with this new reality remains scarce. This mixed-methods study aims to examine how FLEs expect physical service robots to impact job characteristics and affect their job engagement and well-being. Design/methodology/approach: First, explorative interviews (Study 1; N = 32) were conducted to investigate how FLEs currently experience job characteristics and how they believe robots might impact these job characteristics and job outcomes. Next, a survey (Study 2; N = 165) examined the relationship between job characteristics that retail FLEs expect to be impacted by robots and their own well-being and job engagement. Findings: While the overall expectations for working with robots are mixed, retail FLEs expect that working with robots can alleviate certain job demands, but robots cannot help to replenish their job resources. On the contrary, most retail FLEs expect the pains and gains associated with robots in the workspace to cancel each other out, leaving their job engagement and well-being unaffected. However, of the FLEs that do anticipate that robots might have some impact on their well-being and job engagement, the majority expect negative effects. Originality/value: This study is unique in addressing the trade-off between expected benefits and costs inherent to job demands-resources (JD-R) theory while incorporating a transformative service research (TSR) lens. By integrating different streams of research to study retail FLEs’ expectations about working with robots and focusing on robots’ impact on job engagement and well-being, this study offers new insights for theory and practice.
Link: http://dx.doi.org/10.1108/JOSM-09-2020-0340 [Google]
Vermehren, P. D., K. Burmeister-Lamp and S. Heidenreich (2023): I am. Therefore, I will? Predicting customers’ willingness to co-create using five-factor theory, Journal of Service Management, 34(3456), pp.341-367
Purpose: Customers’ participation in co-creation is a prerequisite for co-creation success. To identify customer co-creators, research has shown a recent interest in the role of personality traits as predictors of customers’ engagement in co-creation. However, the empirical results regarding the direction and significance of these relationships have been inconclusive. This study builds on the five-factor theory (FFT) of personality to enhance one’s understanding of the nomological network that determines the relationship between personality traits and customers’ willingness to co-create (WCC). Design/methodology/approach: Based on a large-scale empirical study on technology-based services (TBSs) in healthcare (n = 563), the authors empirically investigate the role of the five-factor model (FFM), innate innovativeness (INI) and enduring involvement (EI) in predicting customers’ WCC using partial least squares structural equation modeling (PLS-SEM). Findings: The authors’ empirical findings show that depending on the configurational setting of the personality traits tied to the FFM, INI and EI evolve as mediators in determining customers’ WCC. Originality/value: This study is the first to introduce the FFT of personality into co-creation research. The results of this paper shed light on the relationships between personality traits, characteristic adaptations and customers’ WCC.
Link: http://dx.doi.org/10.1108/JOSM-03-2021-0088 [Google]
Laud, G., C. Y. Chou and W. W. C. Leo (2023): Service system well-being: scale development and validation, Journal of Service Management, 34(3457), pp.368-402
Purpose: Recent marketing research provides conceptual models to investigate the well-being of collectives, but service system well-being (SSW) remains untested empirically. This research conceptualises and develops a measure for SSW at the micro, meso and macro levels. Design/methodology/approach: Using a series of studies, a multidimensional SSW scale is developed and validated to ensure its generalisability. After the development of preliminary items, Study 1 (N = 435 of service employees) was used to purify items using factor analyses. Study 2 (N = 592 of service employees) used structural equation modelling (SEM) with AMOS and SmartPLS to test the scale’s dimensionality, reliability and validity. Findings: The results confirm the validity and reliability of the nine dimensions of SSW. The measure was validated as a third-order micro-, meso- and macro-level construct. The dimensions of existential and transformative well-being contribute to micro-level well-being. The dimensions of social, community and collaborative well-being contribute to meso-level well-being. Government, leadership, strategic and resource well-being drive macro-level well-being. In addition, a nomological network was specified to assess the impact of SSW on service actor life satisfaction and customer orientation. Research limitations/implications: The study contributes to services literature by theorising SSW as a hierarchical structure and empirically validating the dimensions and micro-meso-macro levels that contribute to SSW. Practical implications: The SSW scale is a useful diagnostic tool for assessing levels of well-being across different systems and providing insights that can help develop interventions to improve the well-being of collectives. Originality/value: The research is the first study to theorise the micro, meso and macro levels of service system well-being and operationally validate the SSW construct.
Link: http://dx.doi.org/10.1108/JOSM-06-2021-0224 [Google]
Roy, S. and P. Singh (2023): The olfactory experience (in retail) scale: construction, validation and generalization, Journal of Service Management, 34(3458), pp.403-432
Purpose: Measurement scales for sensory experience in retailing exist for sight, touch and sound. In the present study, the authors aim to develop the olfactory experience (OEX) scale in the context of retailing. Design/methodology/approach: Based on literature review and six studies that follow standard scale development protocols (combined n = 1,203), the authors develop and validate a three-dimensional OEX scale. The scale is further validated in the final study in a different market set-up than the first five. Findings: The authors found the three dimensions of OEX as (scent) company, congeniality and congruity. The OEX scale is found to be generalizable and valid across different cultural and market set-ups. In addition, the OEX (i.e. the scale) was found to effect psychological and behavioral outcomes of the consumer in a significant manner. Research limitations/implications: The present study contributes to the domain of sensory experience in retailing with the OEX scale and provides three new dimensions of OEX for the academicians to further explore. Practical implications: The OEX scale provides a ready to use tool for the retailer to gauge the level of OEX in the store and to predict consumer attitudes and behavior. Originality/value: The study is the first to develop a scale for OEX in retailing or for that matter in consumer behavior.
Link: http://dx.doi.org/10.1108/JOSM-05-2021-0173 [Google]
Chiang, C.-T. (2023): Engraving customer experiences through digital technologies, Journal of Services Marketing, 37(3459), pp.671-685
Purpose: In recent decades, customer experiences (CXs) have gained considerable attention from both academics and service industries. However, the role of digital technologies in CXs is largely ignored. This study aims to explore the manners of digital experience (DX) and to leverage these manners for service design. Design/methodology/approach: A total of 2,178 journal articles published as of January 2022 were collected from nine high-impact service journals. Social network analysis and cluster analysis were used to analyze 5,289 keywords and 22,645 edges. Findings: Four DX manners (utility, sociability, informativeness and arousal) are identified from the keywords of the qualifying articles. Originality/value: A digital experience service model is developed based on the concept of CX and DX manners. Academic and managerial contributions are discussed.
Link: http://dx.doi.org/10.1108/JSM-05-2022-0164 [Google]
Ping, Y., A. Buoye and A. Vakil (2023): Enhanced review facilitation service for C2C support: machine learning approaches, Journal of Services Marketing, 37(3460), pp.620-635
Purpose: The purpose of this study is to present a methodology for enhancing the quality and usefulness of online reviews for prospective customers to investigate how this contemporary form of instrumental support can be facilitated to strengthen customer-to-customer support. Design/methodology/approach: This study develops an analytics framework with applications of machine learning models using customer review data from Amazon.com. Linear regression is commonly used for review helpfulness and sales prediction. In this study, Random Forest model is applied because of its strong performance and reliability. To advance the methodology, a custom script in Python is created to generate Partial Dependence Plots for intensive exploration of the dependency interpretations of review helpfulness and sales. The authors also apply K-Means to cluster reviewers and use the results to generate reviewer qualification scores and collective reviewer scores, which are incorporated into the review facilitation process. Findings: The authors find the average helpfulness ratio of the reviewer as the most important determinant of reviewer qualification. The collective reviewer qualification for a product created based on reviewers’ characteristics is found important to customers’ purchase intentions and can be used as a metric for product comparison. Practical implications: The findings of this study suggest that service improvement efforts can be performed by developing software applications to monitor reviewer qualifications dynamically, bestowing a badge to top quality reviewers, redesigning review sorting interfaces and displaying the consumer rating distribution on the product page, resulting in improved information reliability and consumer trust. Originality/value: This study adds to the research on customer-to-customer support in the service literature. As customer reviews perform as a contemporary form of instrumental support, the authors validate the determinants of review helpfulness and perform an intensive exploration of its dependency interpretation. Reviewer qualification and the collective reviewer qualification scores are generated as new predictors and incorporated into the helpfulness-based review facilitation services.
Link: http://dx.doi.org/10.1108/JSM-01-2022-0005 [Google]
Xu, H., C. Tang and L. Guo (2023): Exploring service employees’ involvement in value co-creation: dimensions, antecedents and consequences, Journal of Services Marketing, 37(3461), pp.650-670
Purpose: Although customer co-creation has received a significant amount of attention in both practice and academics, most of the previous studies have been conducted from the customer perspective while how service employees are involved in the customer value co-creation process has been rarely examined. To fill in this gap, the purpose of this paper is to develop a scale of employee involvement in customer value co-creation, and test a theoretical model that investigates the antecedents and consequences of employee involvement in customer value co-creation. Design/methodology/approach: Based on a comprehensive literature review and 12 in-depth interviews with service employees, a scale of employee involvement in customer value co-creation was developed in Study 1. The items were purified, and the construct validity and reliability were evaluated via a survey (n = 178). In Study 2, the newly developed scale was cross-validated in a new service context and a conceptual model was tested by estimating a structural equation model with survey data collected from service employees (n = 225). Findings: The newly developed scale of employee involvement in customer value co-creation has demonstrated sufficient construct validity and reliability across different service contexts. Moreover, the results show that both customer orientation and perceived organizational support are positively associated with employee involvement in customer value co-creation, which, in turn, influences employees’ job satisfaction and job stress. In addition, firm cross-functional cooperation strengthens the relationships between perceived organizational support and employee involvement in customer value co-creation. Research limitations/implications: Future research from other service contexts and countries is needed to confirm the generalizability of the new scale and the findings. Practical implications: The findings of the study will provide implications to service managers regarding where to focus their organizational resources and how to facilitate employee involvement in customer value co-creation. Originality/value: This study takes an initial step to develop a scale of employee involvement in customer value co-creation and test the antecedents and consequences of employee involvement in customer value co-creation.
Link: http://dx.doi.org/10.1108/JSM-08-2022-0277 [Google]
Seger-Guttmann, T. and H. Medler-Liraz (2023): Flirting in service encounters: does the server’s sex matter?, Journal of Services Marketing, 37(3462), pp.549-562
Purpose: Scholars have acknowledged gender-role ideology as a central factor in flirting style. This study aims to exam the combined effect of flirting type and flirter’s sex on positive and adverse customer reactions. Design/methodology/approach: In Study 1, participants (N = 555) were divided into four scenario conditions in a 2 × 2 between-subjects experimental design: server sex (male vs female) and flirting type (authentic vs fake). Study 1 scenarios explored positive customer outcomes (i.e. loyalty and tip size). Study 2 applied the same research design, presenting participants (N = 404) scenarios relating to negative outcomes (i.e. anger and sense of threat). Findings: The findings revealed that the flirter’s sex significantly moderated the relationship between flirting type and customers’ (the targets’) reactions. Originality/value: This research offers three primary contributions. First, it elaborates on the dynamics of flirting in service settings (i.e. face-to-face interactions between the service provider and customer). Second, as the effects of flirting on its targets have been reported as equivocal (perceived as pleasing and flattering or, in contrast, annoying, deceptive and misleading), this study explores its positive and negative customer-related outcomes. Third, the study seeks to better understand the impact of a flirting service employee’s sex on customers’ outcomes.
Link: http://dx.doi.org/10.1108/JSM-06-2022-0203 [Google]
D′Souza, C., P. Kappelides, N. Sithole, M. T. Chu, M. Taghian and R. Tay (2023): Learning self-efficacies influence on e-servicescapes: rethinking post-pandemic pedagogy, Journal of Services Marketing, 37(3463), pp.636-649
Purpose: The post-pandemic recognises changes are required; universities need to rethink their e-servicescapes strategies by offering different approaches to enhance students’ learning. This study aims to draw on learning self-efficacy trajectories and propose a conceptual model for exploring the predictive validity of satisfaction. In addition, it explores the mediating role of e-servicescapes and the moderating relationship effect of mature and younger students. Design/methodology/approach: Learning self-efficacies is incorporated into the design of the model in an attempt to understand student cognition. The influences of e-servicescape on adopting online preferences and satisfaction are also examined. The model was empirically validated by surveying 266 respondents. Structural equation modelling and multi-group analysis were used to analyse the data. Findings: The results of this study show learning self-efficacies has no significant influence on satisfaction. Yet, they showed a significant influence on e-servicescapes. E-servicescapes positively influenced satisfaction and preference for adopting online learning. E-servicescapes also had a mediating effect between self-efficacy to complete a course and satisfaction, as well as self-efficacy to interact with instructors and satisfaction. It had a negative suppressed effect on social interaction. Originality/value: The research makes the following contributions. Firstly, the conceptualised model identifies an association between learning self-efficacies and e-servicescapes, suggesting universities as service providers can maximise the value offerings of their customer assets. Secondly, e-servicescapes demonstrate a full mediating effect between self-efficacies and satisfaction, indicating that if universities are to compete successfully in dynamic markets, they should co-create value in their e-servicescapes domain to increase satisfaction. Thirdly, the study recognises the need for a hybrid system of both face-to-face and online delivery because the multi-group analysis shows mature age preference for online learning is required to make this transformation successful.
Link: http://dx.doi.org/10.1108/JSM-05-2022-0179 [Google]
Rita, P., V. Eiriz and B. Conde (2023): The role of information for the customer journey in mobile food ordering apps, Journal of Services Marketing, 37(3464), pp.574-591
Purpose: This study aims to determine how to influence the customer journey of mobile food ordering applications (MFOAs) users. It researches how available information could influence customers’ intention to use MFOAs platforms in the prepurchase stage and explores the potential of personalized information to improve customer satisfaction with these services in the postpurchase stage. Design/methodology/approach: This research followed a mixed design, combining qualitative (focus groups) and quantitative (online survey) research and using both content analysis and partial least squares structural equation modeling. Findings: Two types of available information (firm-generated information and online customer reviews) had a positive influence on the behavioral intention to use MFOAs. Additionally, findings showed that different web personalization strategies, namely, content personalization, functional personalization and system-driven personalization, were useful tools to create customer satisfaction with this type of platform. Research limitations/implications: The study discusses limitations regarding the sample and sampling process, indicator variables and measures. Practical implications: The present research provides actionable insights for online food delivery providers. Originality/value: This study addresses a research gap in the literature and provides a novel and richer understanding of customer behavior toward mobile food delivery platforms. Also, it adds to the personalization research by identifying and testing a range of web personalization strategies.
Link: http://dx.doi.org/10.1108/JSM-11-2021-0407 [Google]
Chen, X. M. S., L. Schuster and E. Luck (2023): The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem, Journal of Services Marketing, 37(3465), pp.606-619
Purpose: Emerging transformative service research (TSR) studies adopt a service system lens to conceptualise well-being across the micro, meso and macro levels of aggregation, typically within an organisation. No TSR has yet examined well-being across multiple interconnected organisations at the highest level of aggregation, the meta or service ecosystem level. This study aims to explore how value co-creation and, critically, co-destruction among different actors across interacting organisations enhances or destroys multiple levels of well-being. Design/methodology/approach: This study uses semi-structured, in-depth interviews to collect data from five types of key actors (n = 35): players, team owners, tournament operations managers, casters and viewers, across 29 interconnected organisations in the oceanic esports industry. The interviews were coded using NVivo 12 and thematically analysed. Findings: Resource integration on each level of aggregation within a service ecosystem (micro, meso, macro and meta) can co-create and co-destroy value, which leads to the enhancement and destruction of multiple levels of well-being (individual, collective, service system and service ecosystem). Value co-creation and co-destruction, as well as the resultant well-being outcomes, were interconnected across the different levels within the service ecosystem. Originality/value: To the best of the authors’ knowledge, this research is the first to incorporate a multi-actor perspective on the well-being consequences of value co-creation and value co-destruction within a service ecosystem as opposed to service system. Thus, this research also contributes to the minimal research which examines the outcomes of value co-destruction, rather than value co-creation, at multiple levels of aggregation.
Link: http://dx.doi.org/10.1108/JSM-03-2022-0082 [Google]
Shirai, M. (2023): Which loyalty program do customers prefer: a coalition program or a single-firm program?, Journal of Services Marketing, 37(3466), pp.563-573
Purpose: This study aims to examine consumers’ responses to two types of loyalty programs: coalition and single-firm programs. This study explains the mechanism underlying the link between this program structure and consumers’ program evaluation by incorporating the type of firm offering the program (i.e. a more hedonic or a more utilitarian disposition), the type of rewards (i.e. presence/absence of experiential rewards) and consumers’ reactance. Design/methodology/approach: Two online experiments were employed to test the proposed framework. Findings: Consumers commonly preferred a coalition program to a single-firm program. This preference for the coalition program was strengthened when a utilitarian-dominant firm offered the program. Additionally, consumers evaluated the program lower when a utilitarian-dominant firm provided experiential rewards. Furthermore, situational reactance toward the program mediated the effect of the program structure on the program evaluation. Practical implications: This study’s findings suggest that firms should consider whether the value consumers predominantly perceive from the firms is utilitarian or hedonic when launching coalition programs. Consumers may not be pleased by the coalition programs offered by hedonic-dominant firms as much as those provided by utilitarian-dominant firms. Moreover, this study’s results help design reward options. Consumers may not well evaluate the inclusion of experiential rewards when offered by utilitarian-dominant firms. For utilitarian-dominant firms, rewards requiring less time and effort may be more suitable. Originality/value: This research significantly contributes to the literature on loyalty programs. This study showed that consumers viewed single-firm and coalition programs differently and elucidated the mechanism behind the response.
Link: http://dx.doi.org/10.1108/JSM-04-2022-0139 [Google]
Menidjel, C., L. D. Hollebeek, S. Urbonavicius and V. Sigurdsson (2023): Why switch? The role of customer variety-seeking and engagement in driving service switching intention, Journal of Services Marketing, 37(3467), pp.592-605
Purpose: This study aims to examine the role of service customers’ variety-seeking and engagement in driving their service switching intention. The authors also explore the moderating role of customer relationship proneness in this association. Design/methodology/approach: To test the hypotheses, the authors deployed a sample of 227 service customers, whose data was analyzed by using partial least squares structural equation modeling. Findings: The findings show that customer engagement mediates the relationship of customer variety-seeking and their service switching intention, as hypothesized. Moreover, customer relationship proneness weakens the negative effect of engagement on customers’ service switching intention. Originality/value: Though scholarly acumen of customer engagement is rapidly developing, little remains known regarding its theoretical interface with customer variety-seeking and switching intention. Addressing this gap, the authors test a model exploring the mediating role of customer engagement in the association of customer variety-seeking and switching intention, and the potentially moderating role of customer relationship proneness in the association of customer engagement and service switching intention.
Link: http://dx.doi.org/10.1108/JSM-04-2022-0122 [Google]
Bigne, E. and P. Maturana (2023): Does Virtual Reality Trigger Visits and Booking Holiday Travel Packages?, Cornell Hospitality Quarterly, 64(3468), pp.226-245
Although virtual reality technology is increasingly being used in tourism, its potential as a shopping tool and as an avenue for marketing and selling tourism products and services has not yet been examined. Likewise, very little is known about how exploring holiday packages through virtual reality affects behavioral intention to visit tourist destinations. This study aims to compare the visit intentions evoked and the process of booking holiday travel packages between an immersive virtual reality environment (displayed through Oculus head-mounted glasses) and a traditional web-based 2D platform. A causal model is proposed and tested for both designs. Using a between-subjects experimental design with a sample of 202 individuals, the experiences of two randomly selected groups were observed as they bought holiday tour packages to Rio de Janeiro, Brazil. The first group made a simulated purchase in an immersive virtual reality environment using a head-mounted device, and the second group made the purchase on a traditional e-commerce website. The findings revealed that the scores given to sense of presence, attitude change, and perceived ease of use were greater among those who made the purchase in the more immersive virtual reality environment. However, the relationships between the variables in the causal model were stronger for the classic website than for the virtual reality setting. Attitude change positively affected intention to visit a destination more in the virtual reality environment.
Link: http://dx.doi.org/10.1177/19389655221102386 [Google]
So, K. K. F., H. Kim, Y. He and X. Li (2023): Mapping Service Innovation Research in Hospitality and Tourism: An Integrative Bibliometric Analysis and Research Agenda, Cornell Hospitality Quarterly, 64(3469), pp.143-160
In light of current industry imperatives and growing scholarly attention, this study was conducted to provide a thoroughly updated bibliometric overview of how service innovation research has evolved. A total of 133 papers across 42 hospitality and tourism journals over 18 years (2003–2020) were extracted and analyzed. We first examined the publication outlets and trajectories of service innovation. Next, we applied several state-of-the-art bibliometric techniques, including co-citation and keyword co-occurrence analysis. Based on the results of co-occurrence analysis, we proposed a flowchart of the service innovation process combining organizational and customer perspectives while considering the service design, process, and outcome phases. We then summarized the major findings and limitations of service innovation studies in hospitality and tourism. A series of critical future research directions were presented accordingly.
Link: http://dx.doi.org/10.1177/19389655221102392 [Google]
Choi, K., Y. Wang, B. A. Sparks and S. M. Choi (2023): Privacy or Security: Does It Matter for Continued Use Intention of Travel Applications?, Cornell Hospitality Quarterly, 64(3470), pp.267-282
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]
Fung So, K. K. and X. Li (2023): Service Innovation and Emerging Technologies in Tourism and Hospitality, Cornell Hospitality Quarterly, 64(3471), pp.140-142
Although service robots represent a topic of interest among tourism and hospitality scholars and practitioners, limited work has attended to tourist-robot interaction. The ongoing spread of service innovations and emerging technologies in hospitality and tourism has inspired researchers, firms, and governments to consider privacy and security. Instrumental tourist-robot interaction positively affected tourist engagement through needs satisfaction and emotions but not social bonds. The emotional interactions between tourists and robots shaped tourist engagement by enhancing tourists’ needs satisfaction, emotions, and social bonds with robots. [Extracted from the article]Copyright of Cornell Hospitality Quarterly is the property of Sage Publications Inc. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder’s express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Link: http://dx.doi.org/10.1177/19389655231166819 [Google]
Fang, S., X. Han and S. Chen (2023): The Impact of Tourist–Robot Interaction on Tourist Engagement in the Hospitality Industry: A Mixed-Method Study, Cornell Hospitality Quarterly, 64(3472), pp.246-266
Service robots have become a topic of interest for tourism and hospitality researchers and practitioners. The success of service robot adoption lies in the effectiveness of tourist–robot interaction. There has been less interest in the performance of tourist–robot interaction, with research related to tourist engagement being particularly scarce. Drawing on the theoretical perspective of relationships, this article examines the impact of tourist–robot interaction on tourist engagement in the hospitality context. A mixed-methods approach is adopted, utilizing grounded theory and structural equation modeling. The findings reveal two types of tourist–robot interaction, emotional (fun and playfulness) and instrumental (convenience and ease of use). Tourist–robot emotional interactions influence tourist engagement by enhancing tourists’ needs satisfaction, tourist emotion, and social bonds with robots. It was found that tourist–robot instrumental interaction positively affects tourist engagement through needs satisfaction and tourist emotion but not social bonds. The findings extend our understanding of human–robot interaction and customer engagement.
Link: http://dx.doi.org/10.1177/19389655221102383 [Google]
Kandampully, J., A. Bilgihan, A. C. R. Van Riel and A. Sharma (2023): Toward Holistic Experience-Oriented Service Innovation: Co-Creating Sustainable Value With Customers and Society, Cornell Hospitality Quarterly, 64(3473), pp.161-183
Hospitality exists from the grassroots level of society upward and plays a central role in the global economy. For the many organizations active in this sector and the societies they are based in, innovation in hospitality services is considered their lifeblood. Recent advancements in digitalization, artificial intelligence, robotics, communications technologies, and platform-based new business models are transforming the global business environment at a rapid pace. However, unlike many other service sectors, the hospitality and tourism sectors are unique in their focus on people, experiences, and the wider ecosystem (i.e., society and the environment). The unique makeup of the hospitality sector, therefore, demands a distinctive approach to innovation. This study aims to examine service innovation with a focus on the hospitality sector. It provides a holistic theoretical framework and proposes an agenda for future research. The framework suggests the hospitality experience to be at the core of innovation in this sector. Consequently, hospitality firms must focus on creating value through both technological and nontechnological innovation. This innovation must be facilitated in a symbiotic manner, with a strong focus on people at its center, showcasing the “soul” of the hospitality across the extended “footprints” of the experience.
Link: http://dx.doi.org/10.1177/19389655221108334 [Google]
