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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Erdoğan, H. H. and E. Enginkaya (2023): Exploring servicescape experiences across museum types, Journal of Services Marketing, 37(3475), pp.706-718
Purpose: Previous research has been unable to provide a comprehensive method for measuring environment-based experience and its outcomes although it is an essential determinant of the museum experience. Therefore, this paper aims to present a measurement method for exploring how visitors’ servicescape experiences affect their positive word-of-mouth intention (PWOM). Design/methodology/approach: Data were collected by surveying 810 visitors to 3 museums (i.e. Louvre, Pera and Key) representing different museum types. The research model was validated by using partial least squares structural equation modeling. Findings: The predicted associations between sensory, spatial and social experiences, and PWOM were confirmed for Pera. In the Louvre and Key, however, only sensory and social experiences were positively associated with PWOM. In addition, the moderating effect of building type on the relationship between spatial experience and PWOM was demonstrated. Originality/value: This paper contributes to the servicescape, customer experience and museum literature in several ways. Firstly, this study proposes a measurement method for servicescape experiences. Secondly, this study introduces servicescape experiences as new types of customer experience. Thirdly, this study provides insightful implications for the museum literature and professionals by highlighting how servicescape experiences affect PWOM across different types of museums.
Link: http://dx.doi.org/10.1108/JSM-03-2022-0111 [Google]
Furrer, O., M. Landry, C. Baillod and J. Yu Kerguignas (2023): The interplay between physical and social servicescape: investigating negative CCI, Journal of Services Marketing, 37(3476), pp.732-745
Purpose: Negative customer-to-customer interactions (NCCI) occurring in physical service encounters can have a detrimental effect on a focal customer’s experience. This paper aims to explore how the interplay between the physical servicescape and the presence and behavior of other customers can lead to NCCI. Moreover, through an examination of customers’ responsibility attribution, the paper underlines the need for service organizations to manage this interplay. Design/methodology/approach: The authors rely on a mixed approach with two studies grounded in the Stimulus–Organism–Response paradigm. In a preliminary quantitative study, the authors test a model of the effects of NCCI on customers’ attribution and behavioral outcomes using partial least squares structural equation modeling. Next, in a qualitative study, they collect and explore NCCI incidents in eight service industries relying on the critical incident technique (CIT). Findings: When experiencing NCCI, customers attribute at least partial responsibility for their negative experience to the service provider. The findings of the CIT study reveal three interplay mechanisms leading to NCCI: when other customers’ behavior is triggered by the physical servicescape; when other customers’ behavior is incongruent with the behavioral norms set by the physical servicescape; and when the physical servicescape is altered by other customers’ misbehavior. Originality/value: This paper provides a comprehensive, empirically grounded, understanding of the interplay between the physical and social servicescape, focusing on the presence and behavior of the other customers and its effect on the customer experience.
Link: http://dx.doi.org/10.1108/JSM-04-2022-0148 [Google]
Johns, R., M. J. Walsh and N. F. Dale (2023): The impact of social media use on customer experiences within physical service environments, Journal of Services Marketing, 37(3477), pp.788-797
Purpose: To understand the impact of mobile social media use on absorption within the customer experience, and overall engagement with the physical service context, a qualitative research study was undertaken. In particular, this study aims to understand the impact of mobile technology use on service engagement by tourists. Design/methodology/approach: In this study, two groups of tourists were sent to a zoo wildlife lodge for one night. Half the group were permitted to use social media during their stay while the other half were instructed to refrain from actively using their social media accounts for the duration of their visit. The following day, in-depth qualitative interviews were conducted with each couple to explore how the use of social media or refraining from social media use impacted on their absorption within the service customer experience. Findings: The findings suggest that engagement with their physical surroundings and the overall customer experience was increased when refraining from social media; however, respondents marketed the tourism provider enthusiastically when using mobile social media during their stay, compared with the group that was not using social media during the stay. Research limitations/implications: Despite a relatively small sample, a series of recommendations for service researchers and service providers have been generated through this research. For example, the methodology used can provide new ideas for researchers seeking to explore service customer experiences and engagement with the physical context. Service providers can also use recommendations around device free days to provide more immersive service customer experiences. Originality/value: Research within marketing typically does not use quasi-experimental design or paired interviews, as used in this study. Furthermore, the understanding of the impact of mobile social media use on engagement with a physical service environment has received very little attention in the academic literature.
Link: http://dx.doi.org/10.1108/JSM-05-2022-0151 [Google]
Kearney, T., J. Coughlan and A. Kennedy (2023): The influence of the physical work environment on retail employees, Journal of Services Marketing, 37(3478), pp.719-731
Purpose: Despite repeated calls for research to explore the effects of the physical work environment on employees within the servicescape literature, gaps in knowledge remain. There is a need to understand the nature, influence and impact of environmental stimuli (e.g. music, colour) on employees. Extant research remains ambiguous on whether employees perceive individual stimuli within their work environment or perceive and interact with their physical work environment as a holistic experience. This study aims to explore the influence of environmental stimuli on employees within their physical work environment and the effect on their satisfaction and loyalty. Design/methodology/approach: A two-stage approach was applied, with expert interviews followed by an employee survey which was analysed using structural equation modelling. Findings: This research validates a holistic physical work environment construct, consisting of five dimensions: Colour & Design, Cleanliness & Odour, Music, Lighting and Layout. This study provides empirical evidence of the impact of environmental work stimuli on employee satisfaction, a relationship which is mediated by pleasure. Originality/value: Firstly, this study examines the neglected side of servicescape research: employees. Secondly, the findings support the view that employees do not perceive individual elements of their physical work environment as distinct and separate elements but rather perceive, and interact with, their physical work environment as an integrated whole. Evidence of how environmental stimuli at work increase employee job satisfaction is a key takeaway for retail practitioners focussed on improving service experiences for all actors.
Link: http://dx.doi.org/10.1108/JSM-04-2022-0130 [Google]
Klaus, P. (2023): Where is customer experience (CX) research heading? A personal commentary, Journal of Services Marketing, 37(3479), pp.700-705
Purpose: This paper aims to comment on the evolution of customer experience (CX) research from a CX researcher, practitioner and consumer viewpoint. Design/methodology/approach: This commentary is a reflection based on the investigations put forward in this special issue, extant academic and managerial literature and personal perspectives. Findings: While nascent in terms of constructs, CX has developed satisfactorily from a research perspective. That being said, CX research that guides and aids managerial practices is still lacking. Without being relevant to practice, CX research might fail to deliver on its promise to shape practice and positively impact consumers and their experiences. Research limitations/implications: Service marketing researchers are encouraged to consider the current “status quo” of CX research and how a possible repositioning and refocusing of their efforts could advance CX research and, more importantly, CX practices. Practical implications: CX practitioners can indeed learn from CX researchers if research aligns with the aim of guiding and assisting practices. Originality/value: This special issue expands the understanding of the effect of physical context on CX. The commentary challenges the overall direction in which CX research is heading and offers valuable guidance on how to turn these challenges into opportunities.
Link: http://dx.doi.org/10.1108/JSM-05-2022-0169 [Google]
Krisjanous, J., J. Davey, B. Heyward and B. Bradford (2023): Servicescape insights in place of birth: from restorative servicescapes to co-curated transformative places, Journal of Services Marketing, 37(3480), pp.746-761
Purpose: Servicescape is well recognized by marketing scholars as a key influence in transformative service outcomes. However, the concept of enabling transformative health outcomes through physical servicescape design is often overlooked. The purpose of this study is to integrate marketing’s servicescape research with birth territory theory and the enabling places framework, conceptualizing a Co-Curated Transformative Place (CCTP) framework. Design/methodology/approach: This cross-disciplinary conceptual paper uses three places of birth (POB) servicescapes for low-risk birthing women to ground the CCTP framework. Findings: Positioned within transformative service research, this study shows how POB servicescapes are CCTPs. The organizing framework of CCTP comprises four key steps founded on agile and adaptive co-curation of physical place resources. Research limitations/implications: This study extends the servicescape conceptualization to incorporate the continuum of terrain, introducing adaptive and agile co-curation of places. Practical implications: The materiality of place and physical resources in CCTP are usefully understood in terms of co-curated substantive staging according to service actor needs. The CCTP servicescape maximizes desired value outcomes and quality experience by adaptive response to service demands and service actors’ needs. Originality/value: Theoretical discourse of health servicescapes is expanded to focus on the material components of place and their foundational role in generating resources and capabilities that facilitate the realization of service value. In the CCTP, service actors flexibly select, present and adapt physical artifacts and material resources of the service terrain according to dynamic actor needs and service responsibilities, enabling transformative outcomes. Co-curation facilitates reciprocal synergy between other dimensions of place and servicescape.
Link: http://dx.doi.org/10.1108/JSM-05-2022-0157 [Google]
Mogaji, E. and N. P. Nguyen (2023): Exploring interactions between commuters with disabilities and transport service providers, Journal of Services Marketing, 37(3481), pp.762-787
Purpose: The purpose of this study is to explore the interactions between commuters with disabilities and transport services providers and to contribute to a better understanding of transformative service design, ensuring equitable access and the overall well-being of individuals. Design/methodology/approach: This study collected qualitative data through ethnographic fieldwork and interviews with commuters with disabilities and transport services providers. The data were thematically analysed using NVivo. Findings: Evidence suggests that there are opportunities for service users to be included in the co-creation of transformative transport service at different stages of a journey: entering service interaction, transitioning through service interaction and exiting service interaction. However, the reluctance of service providers to transform their services was recognised, due to a lack of awareness, interest, regulator demands and financial capabilities. Research limitations/implications: This study broadens the comprehension of procedures and strategies for engaging consumers experiencing vulnerabilities in transformative service design and pushes the limits of the current understanding to recognise the inherent challenges of unregulated service providers designing transformative services in an unregulated market. Practical implications: This newfound knowledge is crucial for developing better approaches that cater to the needs of these individuals and further contributes towards developing transformative service initiatives, which are activities that serve people experiencing vulnerabilities and that try to improve their well-being. These include specialised training and social marketing campaigns for service providers in the informal market and new mobility start-ups or social enterprises with the potential to disrupt the informal economy and offer innovative solutions, such as assistive technologies, mobile apps and journey planners that provide exceptional customer service. Originality/value: Previous studies on transformative service designs have focused on regulated service providers, such as health care and financial services. This study, however, explores the unregulated transport sector in a developing country and recognises how the intricate nature of informal service provision may jeopardise the prospects of developing a transformative service for consumers experiencing vulnerabilities.
Link: http://dx.doi.org/10.1108/JSM-04-2022-0145 [Google]
Bangun, Y., J. K. Fatima and M. Talukder (2023): Demystifying employee co-creation: optimism and pro-social behaviour as moderators, Journal of Service Theory and Practice, 33(3482), pp.556-576
Purpose The human side of the job demands–resources (JD-R) model was this study’s focus, examining job resources’ impact on employees’ co-creation intention. It considered employee satisfaction, engagement (vigour, absorption and dedication) and self-construal affect as mediators, with optimism and employee pro-social behaviour as moderators. Design/methodology/approach In total, 214 responses from a survey questionnaire among service employees in Indonesia and Singapore were analysed with the partial least squares (PLS) method. Moderation and mediation analyses used multi-group analyses and bootstrapping. Findings Most job resource indicators were found to be significant antecedents of employee co-creation intention. Optimism and pro-social behaviour significantly moderated the relationships between job support, vigour and absorption. A partial mediation effect was evident in the employee satisfaction–engagement relationship. Employees’ self-efficacy and self-construal affect had a higher influence on employee co-creation intention than satisfaction or engagement. Research limitations/implications The study considered only job resource-based indicators of the JD-R model and not those based on job demands. The moderation effect in the optimism–pro-social behaviour relationship considered job support but not interpersonal relationships and job autonomy. Practical implications The study’s findings would assist practitioners to motivate employees’ co-creation intention through job resources and the employees’ self-assessed emotions, such as optimism, pro-social behaviour and self-construal affect. Originality/value This study relates the JD-R model’s job resources to service employees’ co-creation intention, considering self-assessed emotions as mediators, while applying optimism and pro-social behaviour as moderators.
Link: http://dx.doi.org/10.1108/JSTP-08-2022-0165 [Google]
Flacandji, M., J. Passebois Ducros and M. Ieva (2023): Redesigning loyalty marketing for a better world: the impact of green loyalty programs on perceived value, Journal of Service Theory and Practice, 33(3483), pp.465-487
Purpose Given the controversial nature of the effectiveness of loyalty programs (LPs), this paper examines the effect of a new type of LP, namely green LPs, on consumers’ perceived value of LPs. Specifically, the authors identify three types of green LP design and test their impact on perceived value. Design/methodology/approach An experimental protocol involving 1,016 shoppers was adopted in order to analyze the three types of green LPs identified in the literature. Findings Supported by social exchange theory (SET), the results show that a green LP can influence the perceived value of LPs. Such programs can drive psychological value in addition to the economic value linked only to monetary incentives. LPs rewarding sustainable behavior appear to be the most significant generators of value. Originality/value Since corporate social responsibility (CSR) is now critical to a company’s success, this study investigates how firms can integrate it in order to improve the effectiveness of their LP design.
Link: http://dx.doi.org/10.1108/JSTP-07-2022-0145 [Google]
Hoang, G., H. Nguyen, T. T. Luu and T. T. Nguyen (2023): Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition, Journal of Service Theory and Practice, 33(3484), pp.511-536
Purpose To achieve business success in a competitive market, hospitality firms are urged to search for different ways to enhance the firms’ innovation capabilities. Drawing on dynamic capability theory, this study examined the role of entrepreneurial leadership in promoting product and process innovation through the mediating effect of innovation strategy and the moderating effect of knowledge acquisition. Design/methodology/approach Data were collected through a time-lagged (two waves, two months apart) survey from 137 managers and 322 employees working in 103 Vietnamese hotels. Structural equation modeling (SEM) was used to test the proposed hypotheses in our conceptual model. Findings The findings revealed that entrepreneurial leadership is positively associated with both product and process innovation. In addition, these relationships are mediated by innovation strategy. While the relationship between innovation strategy and product innovation is moderated by knowledge acquisition, evidence was not obtained for the moderation effect of knowledge acquisition on the link between innovation strategy and process innovation. Originality/value The findings advance innovation and leadership literature by identifying the roles of entrepreneurial leaders in managing an organization as a dynamic system and developing appropriate innovation strategy to adapt to rapidly changing environments. In addition, this study offers important implications for hospitality firms that are investing in innovation activities and are seeking ways to promote the firms’ innovation of products and processes.
Link: http://dx.doi.org/10.1108/JSTP-09-2022-0203 [Google]
Khan, M. A. S., D. Jianguo, S. Jin, M. Saeed and A. Khalid (2023): Participative leadership and service recovery performance: a moderated mediation model, Journal of Service Theory and Practice, 33(3485), pp.537-555
Purpose Using the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery performance. The present study also tests FLEs’ role breadth self-efficacy (RBSE) as a theoretically relevant mediator and FLE trait mindfulness as an important moderator. Design/methodology/approach Data were collected using time-lagged (three rounds, two weeks apart) from two sources (193 FLEs and 772 customers, who experienced a service failure). Structural equation modeling (Mplus, 8.6) was employed to analyze the data. Findings The results revealed that participative leadership was positively associated with FLEs service recovery performance, both directly and indirectly, via RBSE. The results also showed that FLE trait mindfulness moderated the link of participative leadership with RBSE and the indirect association of participative leadership with service recovery performance, via RBSE. Practical implications This study suggests that organizational leaders who exhibit participative leadership behavior are valuable for organizations. By demonstrating such behaviors, they boost FLEs’ RBSE, which in turn improves their service recovery performance. Originality/value The present work makes important contributions to the literature on service recovery performance by foregrounding two important yet overlooked antecedents (participative leadership and RBSE) of FLE service recovery performance. The present work also contributes to the nascent literature on the antecedents and outcomes of RBSE in service contexts.
Link: http://dx.doi.org/10.1108/JSTP-07-2022-0146 [Google]
Prentice, C., L. Snell and P. Sok (2023): Managing burnout from engagement-derived acting strategy, Journal of Service Theory and Practice, 33(3486), pp.577-597
Purpose Performing emotional labour is required of customer-contact employees (CCEs) to regulate their emotions through acting to conform to organisational display rules. Prior research is focused on investigating the detrimental outcomes of CCEs engaging in emotional labour acting to meet these display rules and organisational-related antecedents. This study takes a fresh perspective to propose how acting deriving from job engagement is related to employee burnout. Emotional intelligence is modelled as a moderator in these relationships. Design/methodology/approach The current study focuses on customer contact employees who are currently employed within the banking industry located in the United States of America. Participants of the study were recruited using panel data through Qualtrics both symmetrical and asymmetrical methods were employed in this study to test the proposed relationships. Findings The findings show that, prior to including EI in the analysis, job engagement was negatively related to surface acting but positively related to deep acting. However, when EI was entered in the equation, the relationship between job engagement and deep acting became negative. EI was also negatively related to both surface and deep acting. EI significantly strengthens the emotional labour process of engagement towards emotional labour strategies as well as lessening burnout. The asymmetrical analysis offer more insights to the proposed relationships. Originality/value This study employs both symmetrical and asymmetrical methods to examine emotional labour, emotional intelligence and employee burnout. In particular, job engagement proposed as an antecedent to acting strategy is novel. The study offers some novel insights into emotional labour and emotional intelligence research. The findings have practical implications for HR practitioners and management in the service organisations.
Link: http://dx.doi.org/10.1108/JSTP-07-2022-0144 [Google]
Sharma, A., J. Singh and G. Prakash (2023): Consumer confusion and its consequences in the e-hospitality marketplace: the mediating role of negative emotions, Journal of Service Theory and Practice, 33(3487), pp.488-510
Purpose Cluttered website layout and a poor presentation of information on limited web space are present on tourism websites as ineffective marketplace stimuli that give rise to the problem of consumers’ confusion. Based on stimulus organism response theory (SOR), this research investigates the three-dimensional confusion framework, its direct and indirect effect on negative eWOM, and consumers’ decision postponement, considering negative emotion as a mediator. Design/methodology/approach On the data gathered from 501 respondents, structural equation modelling was used to test the proposed research hypotheses. Findings The results reveal the existence of the ineffective marketplace stimulus as an antecedent of consumer confusion. Further outcomes validate the cognitive, affective and response behaviour state by demonstrating the direct influence of different types of confusion on negative emotions, electronic word-of-mouth (eWOM) and decision postponement. The association between cognitive and response behaviour is also mediated by negative emotion. Practical implications The study offers substantial practical insights for managers and company operators to better grasp the significance of the affective dimension in consumer confusion in view of the extended SOR model to encapsulate the role of human consciousness. Originality/value This study is among the first extensive studies to examine consumer confusion in the context of the modified SOR model that captures the essence of human consciousness by understanding the role of affective emotions between various confusions, negative eWOM and decision postponement. In addition, the ineffective marketplace stimulus as a confusion antecedent and negative eWOM as a response behaviour were studied for the first time.
Link: http://dx.doi.org/10.1108/JSTP-11-2022-0264 [Google]
Berbekova, A., M. Uysal and A. George Assaf (2023): Quality of Life and Public Policy Development for Tourism Destinations, Cornell Hospitality Quarterly, (3488), pp.1
The nexus between tourism and quality of life (QoL) has been widely discussed in the literature. There is an extensive research that examines the connection between tourism activities and QoL. Although the existing studies converge in that QoL and well-being should be incorporated and made a central aspect of tourism policies and strategies, the current literature lacks an integrated comprehensive approach to how QoL can be incorporated into tourism decision-making. Tourism decision-making organizations have yet to integrate QoL into the assessment of important strategy-related benchmarks (e.g., performance, tourism satellite accounts, demand, and resource integration). Thus, the objective of this article is to offer a conceptual framework integrating QoL and tourism public policy. The suggested model provides guidelines regarding the implementation of QoL at different stages of policy development. The framework will provide a guide for tourism destinations in formulating and implementing policies with a focus on improving the community’s QoL.
Link: http://dx.doi.org/10.1177/19389655231182089 [Google]
Gong, T., L. Nanu, L. H. Le and F. Ali (2023): Translating Transformational Leadership and Organizational Innovativeness Into Creative Customer Behavior: Underlying Processes and Boundary Conditions, Cornell Hospitality Quarterly, (3489), pp.1
This study investigates the mediating roles of customer engagement and customer depletion as well as the moderating role of an innovative climate on the relationship between organizational innovativeness generated from transformational leadership and creative customer behavior in the hospitality industry. A multilevel path analysis is conducted using a data set comprising 62 managers, 269 employees, and 681 customers from a South Korean restaurant chain. The findings show that transformational leadership in restaurants increases organizational innovativeness, which indirectly influences creative customer behavior through customer engagement and depletion. An innovative climate also moderates these causal relationships. This study integrates the service-dominant logic framework into research on innovation and creativity to better understand the role and impact of customers in cultivating innovation and creativity.
Link: http://dx.doi.org/10.1177/19389655231182091 [Google]
Kala, D. and D. S. Chaubey (2023): Pro-Environmental Behavior of Religious Tourists: Moderating Role of Religious Beliefs, Cornell Hospitality Quarterly, (3490), pp.1
While providing economic benefits, tourism also contributes to environmental problems. Besides regulatory measures to mitigate tourism’s impact on the environment, voluntary changes in the behavior of tourists are needed to encourage environment-friendly behavior. This research examines religious tourists’ pro-environmental behavior (PEB) by using the value-belief-norm (VBN) theory and the concept of religious beliefs. Data were collected through on-site and online surveys of 391 tourists who visited religious destinations and analyzed using partial least squares (PLS)-structural equation modeling. The results confirmed the relationships between tourists’ values, beliefs, and personal norms that predicted PEB. This study also found that religious beliefs strengthen the effect of personal norms on PEB. This research contributes to improving the understanding of religious tourists’ PEB and offers suggestions for destination management organizations (DMOs), religious center authorities, and policymakers to encourage the PEB of tourists in religious destinations.
Link: http://dx.doi.org/10.1177/19389655231182090 [Google]
Legrand, W., H. Kuokkanen, F. Marucco, S. Hazenberg and F. Fischer (2023): Survival of the Fittest? A Call for Hospitality to Incorporate Ecology Into Business Practice and Education, Cornell Hospitality Quarterly, (3491), pp.1
Biodiversity and the science that addresses its conservation, loss, and recovery, including conservation biology and restoration ecology, are high on the contemporary global agenda. While the hospitality industry has taken major steps toward net carbon zero and even net positive business, we argue that it has another significant advance to make. The United Nations has dedicated 2021–2030 as the decade of ecosystem restoration, and along with it, several other organizations offer guidance on how businesses should approach the natural environment. Considering the role of hospitality as a consumer of nature, we call for the industry to implement these principles in practice through nature-based solutions and restorative and regenerative hospitality. To strengthen this transformation, we urge hospitality management education to include the basic concepts of ecology, biodiversity, and environmental science, along with their application, in curricula. By doing this, education can advance from presenting sustainability actions as a necessity into illustrating and justifying their need on a planetary scale. The change will facilitate the next step the hospitality industry must take in transforming its relationship with the natural environment.
Link: http://dx.doi.org/10.1177/19389655231182083 [Google]
Liang, S. and C. K. Anderson (2023): Proactive Walking and Overbooking With Class Dependent Walk-Out Costs, Cornell Hospitality Quarterly, (3492), pp.1
The increasing uncertainty in travel has resulted in elevated cancelation and no-show rates across many aspects of travel, elevating the importance of overbooking practices. Overbooking helps address travel uncertainty by accepting reservations beyond available rooms but may result in walk or re-accommodation costs if all (most) of these reservations materialize. Walk costs are not homogeneous across all customer types, with costs potentially different for loyal (branded, direct) versus non/less-loyal (third-party-intermediated) guests. We formulate an optimal overbooking model with class-dependent walk-out costs for a hotel with two classes of reservations—loyal members with higher walk-out costs, and nonmembers with lower walk-out costs, but with each class at the same room rate. We embed a dynamic walk-out model, one where guests may be proactively walked, that is, walked while rooms still available, into an overbooking model. The joint model determines optimal walk-out decisions to minimize expected walk-out costs while also determining optimal overbooking levels. We investigate how class-dependent no-show rates and walk-out costs impact optimal walk-out decisions and optimal overbooking levels. We find that changes in the no-show rates for a customer class only impact the overbooking levels of the related class whereas changes in class-specific walk-out costs impact all customer class overbooking levels. We offer managerial insight into a proactive and strategic walk-out policy for the lodging industry, aiming to achieve optimal overbooking levels.
Link: http://dx.doi.org/10.1177/19389655231179635 [Google]
Sharma, A., S. Lee and M. S. Lin (2023): Relationship of Precrisis Financial Decisions With the Financial Distress and Performance of Small- and Medium-Sized Restaurants During COVID-19, Cornell Hospitality Quarterly, (3493), pp.1
Based on the trade-off theory of capital structure and the information asymmetry theory of business financing, we evaluated the association of informal financing with the financial performance of small- and medium-sized enterprises (SMEs) in the restaurant industry. This study collected survey responses directly from small- and medium-sized restaurant owners (
Link: http://dx.doi.org/10.1177/19389655231178264 [Google]
Subedi, S. and M. Kubickova (2023): Tourists’ Compliance With Public Policy and Government Trust: An Application of Protection Motivation Theory, Cornell Hospitality Quarterly, (3494), pp.1
Based on the Protection Motivation Theory (PMT), this study investigates the impact of risk perception (threat appraisal and coping appraisal) and trust in the destination government on tourists’ self-protective behavior. Survey data from 450 international tourists from the United States were collected through mTurk and analyzed using structural equation modeling (SEM) with SmartPLS 3.0. The results suggest that tourists’ self-protective behavior is directly influenced by their perception of threats and the appraisal of coping mechanisms, but not by trust in the destination government. However, trust in the destination government has an indirect effect on self-protective behavior mediated by threat appraisal and coping appraisal. Thus, tourism stakeholders must focus on building and maintaining trust in government to encourage compliance and self-protective behavior of tourists. Limitations, implications, and suggestions for future research are further discussed.
Link: http://dx.doi.org/10.1177/19389655231182081 [Google]
Vaughan, Y. (2023): Preventing Modern Slavery Through Corporate Social Responsibility Disclosure: An Analysis of the U.S. Hospitality and Tourism Industry, Cornell Hospitality Quarterly, (3496), pp.1
Despite growing international awareness and legislation, the hospitality and tourism industries are still hot spots for modern slavery due to the nature of their businesses. The purpose of this study is to explore corporate social responsibility (CSR) disclosures of firms in the U.S. hospitality and tourism industry and to examine what actions they have incorporated regarding protecting human rights and preventing modern slavery. Using content analysis, this study provided a benchmarking assessment from a sample of hospitality and tourism companies that were top ranked for their human rights and supply chain performance by CSRHub. A total of 30 code instruments have been classified into three main themes on combating modern slavery including formal guidelines and resources, company-wide compliances and policies, and actions.
Link: http://dx.doi.org/10.1177/19389655231182082 [Google]
Zoghbi-Manrique-de-Lara, P., P. Ruiz-Palomino and J. Linuesa-Langreo (2023): Compassion in Hotels: Does Person–Organization Fit Lead Staff to Engage in Compassion-Driven Citizenship Behavior?, Cornell Hospitality Quarterly, (3497), pp.1
Existing research on person–organization (P-O) fit (POF) has ignored other-centered mechanisms in explaining why high levels of fit with the work environment increase employee’s organizational citizenship behavior (OCB). Using four factors involved in the compassion process (common humanity, empathic concern, kindness, mindfulness), this article investigates employee compassion as a mediator that explains why POF affects OCB directed toward individuals (OCBI) and the organization (OCBO). Our structural equation modeling analysis on 280 Spanish hotel employees reveals that compassion mediates the relationship between POF and OCBs. However, considering the employment contract of the sample (temporary, permanent), the mediation for OCBO was partial and full among permanent and temporary staff, respectively. These findings suggest that staff who fit their hotel are more likely to be sensitive to others’ setbacks and misfortunes, lessening or alleviating them (compassionately) by performing OCBs. However, compared with permanent staff, temporary staff’s OCBO response to POF is more compassion-driven.
Link: http://dx.doi.org/10.1177/19389655231178267 [Google]
Prakash, A. V., A. Joshi, S. Nim and S. Das (2023): Determinants and consequences of trust in AI-based customer service chatbots: 基于人工智能的客户服务聊天机器人信任的决定因素和后果, Service Industries Journal, 43(3498), pp.642-675
According to industry reports, artificial intelligence-based chatbots could transform online customer service. Though businesses are increasingly implementing chatbots to automate customer service, the lack of consumer trust and acceptance continues to cause worry. Although trust is critical to acceptance, research on the drivers and consequences of trust in AI-based chatbots is limited. Hence a study was conducted to identify the antecedents of consumers’ trust in text-based customer service chatbots and examine the influence of trust on behavioral intentions. The data collected from 221 users was analyzed using the structural equations modeling method. Results reveal that conversational cues influence the perceived functional and social attributes of the chatbot, and these, along with personal disposition to trust technology, further influence trust formation. Finally, trust determines behavioral intentions. Incidentally, privacy risk turned out to be a non-significant predictor of trust. The study provides measures to improve trust and suggests directions for future research. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2166493 [Google]
Wirtz, J., J. Hofmeister, P. Y. P. Chew and X. Ding (2023): Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence, Service Industries Journal, (3499), pp.1-24
Recent research has shown that the trade-off between customer satisfaction and productivity can be mitigated through three strategic pathways: the (1) operations management (OM) approach, (2) focused service factory, and (3) dual culture strategy, which allow firms to achieve cost-effective service excellence (CESE). We advance that these strategies are also excellent enablers for the development, implementation, and use of digital service technologies, service robots, and artificial intelligence (AI). First, the OM approach reduces process variations in service delivery, creating opportunities for leveraging technology to automate processes. Second, the focused service factory strategy enables high volumes of largely identical service transactions with minimized customer-induced variability, easing service automation. Third, the dual culture strategy ensures that digital automation is firmly customer-centric and achieves service excellence. We advance a set of propositions and research questions aimed at stimulating research at the intersection of the two streams of literature on digital service technologies and CESE.
Link: http://dx.doi.org/10.1080/02642069.2023.2226596 [Google]
Dai, Y.-D., Y.-C. Liu, W.-L. Zhuang and C.-H. Wang (2023): Using social exchange perspective to explain customer voluntary performance behavior, Service Industries Journal, 43(3500), pp.764-784
This study examines the relationship between relationship quality (customer satisfaction, trust, and commitment) and customer voluntary performance behaviors (CVPB) (loyalty, cooperation, and participation) in the context of hotel service. A total of 1000 questionnaires were distributed to the lodging guests who stayed in hotels, yielding 508 valid responses. The study finds customer commitment is superordinate to satisfaction and trust for CVPB, thus providing insight into how hotel practitioners generate customer commitment and motivate lodging guests to display voluntary behaviors. The empirical findings both complement and extend previous research on hotel management. First, results of the study highlight the role of satisfaction on trust and commitment. Second, this study indicates that customer commitment plays a more important role than customer satisfaction and trust in predicting customers’ willingness for displaying overall CVPB (i.e. loyalty, cooperation, and participation). (English)
Link: http://dx.doi.org/10.1080/02642069.2018.1460360 [Google]
Hoang, D., S. Kousi, L. F. Martinez and S. Kumar (2023): Revisiting a model of customer engagement cycle: a systematic review, Service Industries Journal, 43(3501), pp.579-617
The purpose of this paper is to consolidate published research on customer engagement (CE), and building on that, to further develop a set of integrated CE elements that fit the online context, based on Sashi’s [Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272]. CE cycle model. Thus, we develop a systematic alignment of CE concepts and propose additional themes – including Experience, Organizational and Environmental Context, Customer Participation, Employee Participation, and Trust – and solidify the model with theoretical propositions for each theme. This paper’s originality comes from being the pioneer study to systematically examine each CE activity through the lens of an online-dominant context, while contributing to the CE literature. Recommendations for future research are provided for researchers of the CE field, calling for deeper investigation of existing theory, more attention to the areas in which e-commerce is developing rapidly, and additional prospective propositions for the CE cycle model to adapt to a post-pandemic world. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2202912 [Google]
Duc, L. A. and N. D. Tho (2023): Inclusive leadership and team innovation in retail services, Service Industries Journal, (3502), pp.1-21
Drawing upon social exchange theory and extending it into a team context, this study investigated a moderated mediation model in which shared team psychological contract fulfillment mediates the relationship between inclusive leadership and team innovation, and team proactive personality moderates the relationship between inclusive leadership and shared team psychological contract fulfillment. The results, based on a survey dataset collected from 300 team leaders in retail services in Vietnam, provided support for these relationships. The study findings extend the existing literature on inclusive leadership and psychological contract fulfillment to the team level and suggest possible ways for team leaders to enhance team innovation performance. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2228205 [Google]
Chen, N. and M. Hu (2023): Frontiers in Service Science: Data-Driven Revenue Management: The Interplay of Data, Model, and Decisions, Service Science, 15(3503), pp.79-91
Revenue management (RM) is the application of analytical methodologies and tools that predict consumer behavior and optimize product availability and prices to maximize a firm?s revenue or profit. In the last decade, data has been playing an increasingly crucial role in business decision making. As firms rely more on collected or acquired data to make business decisions, it brings opportunities and challenges to the RM research community. In this review paper, we systematically categorize the related literature by how a study is ?driven? by data and focus on studies that explore the interplay between two or three of the elements: data, model, and decisions, in which the data element must be present. Specifically, we cover five data-driven RM research areas, including inference (data to model), predict then optimize (data to model to decisions), online learning (data to model to decisions to new data in a loop), end-to-end decision making (data directly to decisions), and experimental design (decisions to data to model). Finally, we point out future research directions.Funding: The research of N. Chen is partly supported by Natural Sciences and Engineering Research Council of Canada Discovery [Grant RGPIN-2020-04038]. The research of M. Hu is in part supported by Natural Sciences and Engineering Research Council of Canada [Grant RGPIN-2021-04295].
Link: http://dx.doi.org/10.1287/serv.2023.0322 [Google]
Fan, Y., J. Wang, J. Xie, Y. Yu and L. Cao (2023): The Impact of Bundled Payment on Hospital Operations, Service Science, 15(3504), pp.129-155
This paper studies the impact of bundled payment policy on healthcare cost, efficiency, quality, and shift of care. Using insurance claim data, we empirically offer a more nuanced understanding of the impact of bundled payment policy on hospital operations and provide new evidence from China. Our evidence suggests that transitioning from fee-for-service to bundled payment reimbursement resulted in declines in treatment costs and length of stay. Along with that decline, there was an increase in planned revisits to outpatient clinics, which indicates a shift of care from the inpatient to the outpatient setting, as well as a rise in unplanned revisits, indicating a decline in service quality. The increase in readmission rate to inpatient wards is very small and not statistically significant. In addition, we discuss the design and implementation of bundled payment. Our results imply that careful bundle design is vital to encouraging providers to implement the new program without sacrificing quality.Funding: This research is supported by the National Natural Science Foundation of China [Grants 72091215/72091210, 71921001], the Research Grants Council of the Hong Kong Special Administrative Region, China [Grant HKU 17500217], and the Fundamental Research Funds for the Central Universities [Grant 2040000018].
Link: http://dx.doi.org/10.1287/serv.2022.0314 [Google]
Li, Y., A. Xing and N. Terui (2023): Modeling Customer Satisfaction’s Impact on Loyalty: Insights for Customer-Centric Resource Allocation, Service Science, 15(3505), pp.107-128
This study explores the nonlinear modeling of customer satisfaction (CS) and loyalty for resource allocation strategies that promote efficient loyalty programs. We first introduce global models to reflect several important nonlinear characteristics, particularly (a) a saturation-attainable limit of effectiveness, (b) nonconstant marginal returns, and (c) asymmetric responses between satisfied and dissatisfied customers. In the proposed models, we put forth the joint use of two types of mixture models to deal with different levels of heterogeneity. Based on the model best supported among alternatives in the literature, we targeted customers using expected incremental loyalty, which is derived from the joint use of an estimated response curve of loyalty to satisfaction and an empirical distribution of CS scores. Then, we evaluate the efficiency of loyalty programs under the assumption of full and limited access to customers and subsequently derive managerial implications. For instance, through a counterfactual simulation of the models for the three industries, we find that improving the perceived quality in the mobile communication industry may have a greater effect on loyalty than in the hotel and convenience store industries because of its higher switching cost.Funding: N. Terui acknowledges funding by JSPS KAKENHI [Grants (A)17H01001 and (A)22H00056].Supplemental Material: The online appendix is available at https://doi.org/10.1287/serv.2022.0313.
Link: http://dx.doi.org/10.1287/serv.2022.0313 [Google]
Tang, C. S., O. S. Yoo and Y. Huang (2022): Peak-Hour Pricing Under Negative Externality: Impact of Customer Flexibility and Competitive Asymmetry, Service Science, 15(3506), pp.92-106
Several industries that provide services to customers (e.g., public utility and transportation) charge higher prices during peak hours to smooth demand. With technologies (e.g., electronic shelf labels) enabling retailers to change prices easily within each day, should supermarkets use peak-hour pricing? To examine this question formally, we introduce a stylized duopoly model in the presence of ?negative externality,? where firms compete for congestion-averse customers. We characterize how customers endogenously segment themselves regarding when and where to shop, and then use the equilibrium outcomes to examine whether the firms should implement peak-hour pricing for varying types of customer flexibility and competitive asymmetry. Our analysis shows that, if customers are not flexible in their store choice, then both firms would always use peak-hour pricing. However, if store choice flexibility is present, then firms? decisions depend on the competitive asymmetry as follows. If one firm has a clear competitive advantage (in terms of value or price) over the other firm, then the dominant firm will use peak-hour pricing, whereas the other firm will not. Otherwise, both firms will use peak-hour pricing if they engage in symmetric competition (in terms of similar value and price), or neither firm will use it if they engage in differentiated competition (high value versus low cost). Through our analysis of different extensions, we find that a firm?s ability to set its regular price would dampen the effect of peak-period pricing. Also, we obtain consistent results when there is heterogeneity in customer valuation and customer congestion aversion level. Supplemental Material: The online appendix is available at https://doi.org/10.1287/serv.2022.0309.
Link: http://dx.doi.org/10.1287/serv.2022.0309 [Google]
