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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Bowen, D. E., R. P. Fisk, J. E. G. Bateson, L. L. Berry, M. J. Bitner, S. W. Brown, R. B. Chase, B. Edvardsson, C. Grönroos, A. Parasuraman, B. Schneider and V. A. Zeithaml (2023): Learning from the pioneering founders of the service research field, Journal of Service Management, 34(3559), pp.605-630
Purpose: A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders. Design/methodology/approach: Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson, Grönroos, Gummesson, Parasuraman, Schneider and Zeithaml) and were invited to join Bowen and Fisk – founders that also met the criteria as coauthors. Ten founders then answered a set of questions regarding their careers as service scholars and the state of the field. Findings: Insightful reflections were provided by each of the ten pioneering founders. In addition, based on their synthesis of the reflections, Bowen and Fisk developed nine wisdom themes for service researchers to consider and to possibly act upon. Originality/value: The service research field is in its fifth decade. This article offers a unique way to learn directly from the pioneering founders about the still-relevant history of the field, the founders’ lives and contributions as service scholars and the founders’ hopes and concerns for the service research field.
Link: http://dx.doi.org/10.1108/JOSM-03-2023-0121 [Google]
He, Z., L. Wu and X. Li (2023): Mediating service experiences with online photos: the role of consumers’ perceptions of the mediated servicescape, Journal of Service Management, 34(3560), pp.657-695
Purpose: Photos are powerful tools to attract individuals’ attention and convey service experiences. Yet exactly how visual cues in a photo contribute to the perceptions of the staged servicescape, and how these perceptions inspire online booking/reservation behaviors, remains underexplored. Addressing the gap, this study aims to uncover (1) how perceptual information mediated by an online photo contributes to the formation of consumers’ holistic perceptions of the service environment and (2) how such consumers’ holistic perceptions further influence customers’ online purchasing behaviors. Design/methodology/approach: This research adopts an innovative crowdsourcing approach and refers to field data on consumers’ online hotel booking behaviors to examine relationships among inferred servicescape dimensions, consumers’ holistic perceptions of the mediated servicescape and their actual online booking/reservation behaviors (e.g. page-view and meta-click behaviors). Findings: Confirmatory factor analysis and path analysis indicated that five mediated servicescape dimensions (i.e. color, lighting, furnishings, layout and style) contribute significantly to consumers’ perceptions of the mediated servicescape (CPMS) and exert different impacts on CPMS. Connecting the crowdsourced rating and consumer behavioral data, CPMS is found to influence consumers’ aggregated page-view and meta-click behavior, especially in the US market. Originality/value: Building upon servicescape theory, the medium theory and the online booking literature, this research proposes a novel conceptual framework of CPMS to theorize the process by which visual cues in online photos contribute to CPMS and subsequent online purchase behaviors. Findings from this research extend Bitner’s servicescape framework to mediated service contexts and provide practical implications for promoting service businesses.
Link: http://dx.doi.org/10.1108/JOSM-11-2021-0429 [Google]
Hottat, E., S. Leroi-Werelds and S. Streukens (2023): To automate or not to automate? A contingency approach to service automation, Journal of Service Management, 34(3561), pp.696-724
Purpose: Following a contingency approach, this paper aims to understand when service automation can enhance or destroy value for customers in the frontline by (1) providing a comprehensive overview of factors that influence the value co-creation/co-destruction potential of service automation and (2) zooming in on the combination of service contexts and service tasks to develop research propositions. Design/methodology/approach: This paper uses a grounded theory approach based on qualitative data from multiple methods (i.e. a diary study with follow-up interviews, a consultation of academic experts and a storyboard study) as well as a systematic literature review to develop (1) a Framework of Automated Service Interactions (FASI) and (2) a contingency model for service tasks/contexts. Findings: This paper presents a framework which gives an overview of factors influencing the value co-creation/co-destruction potential of service automation. The framework discerns between three types of factors: service design (i.e. controllable and manageable by the organization), static contingency (i.e. uncontrollable and fixed) and dynamic contingency (i.e. uncontrollable and flexible). Furthermore, the paper presents a contingency model based on the combination of service contexts and service tasks which results in seven research propositions. Originality/value: This paper brings structure in the fragmented field of service automation. It integrates and summarizes insights regarding service automation and sheds more light on when service automation has the potential to create or destroy value in the organizational frontline.
Link: http://dx.doi.org/10.1108/JOSM-04-2022-0125 [Google]
Keating, B. W. and M. Aslan (2023): Self-service technology recovery: the importance of psychological need support, Journal of Service Management, 34(3562), pp.725-749
Purpose: The service recovery literature provides little guidance to firms on how users of self-service technology (SST) perceive assistance provided by human and non-human service agents following a service obstacle. This research responds by addressing two important research questions about SST recovery: (1) how are perceptions of assistance provided following a service obstacle influenced by a customer’s psychological needs? and (2) does supporting the psychological needs of customers positively impact continuance intentions following a service obstacle? Design/methodology/approach: Data are collected to address the research questions via five experiments that explore how assistance provided by a non-human (vs human vs no assistance) service agent contributes to perceptions of psychological support and continuance intentions following a service obstacle while volitionally using SST. Findings: The results show that while users of SST would prefer to do so without an obstacle requiring intervention of a service agent, if assistance is required then the psychological need support elicited from a non-human service agent was vital to an effective recovery. Further, the findings highlight some boundary conditions for this relationship, with the impact of customer perceived need support on continuance intentions found to be sensitive to fit between the task and assistance provided and the complexity of the task being completed. Originality/value: Much of the prior service recovery literature has emphasized the different types of tactics that can be used (e.g. apologizing, monetary compensation and explaining what happened), failing to appreciate the role of different types of service agents or the underlying psychological process that explain the relative merit of such tactics. The present research shows that for these tactics to influence continuance intentions, they must be provided by a relevant service agent and support a customer’s psychological need for autonomy, competence and relatedness. The hypothesized impact of psychological need support on continuance intentions was also observed to be contingent upon the fit between the task and the type of assistance provided, where the level of task complexity attenuated this fit.
Link: http://dx.doi.org/10.1108/JOSM-12-2021-0464 [Google]
Phillips, C., R. Russell–Bennett, G. Odekerken-Schröder, D. Mahr and K. Letheren (2023): The Robotic-Human Service Trilemma: the challenges for well-being within the human service triad, Journal of Service Management, 34(3563), pp.770-805
Purpose: The human service triad (i.e. the relationship between the customer, frontline employee (FLE) and managerial employee) experiences a range of well-being challenges when faced with the introduction of service robots. Despite growth in service robot scholarship, understanding of the well-being challenges affecting the human service triad remains fragmented. Hence, the purpose of this paper is to synthesise the literature and offer a research agenda aligned with the proposed Robotic-Human Service Trilemma. By taking a job performance approach (which considers the actions, behaviours and outcomes linked to organisational goals), the Robotic-Human Service Trilemma conceptualises three well-being challenges (intrusion, sideline and interchange). These challenges are realised via the realistic capabilities and constraints of service robot implementation. Design/methodology/approach: This research relies on a systematic review of all disciplines concerning service robots. In total, 82 articles were analysed using thematic coding and led to the development of the Robotic-Human Service Trilemma and research agenda. Findings: The analyses reveal the Robotic-Human Service Trilemma consists of three challenges: intrusion, sideline and indifference. The findings demonstrate that FLEs are required to counterbalance the constraints of service robots, leading to an uneven well-being burden within the human service triad. This paper suggests a research agenda for investigation of the challenges that underpin the Robotic-Human Service Trilemma. Originality/value: Through the conceptualisation of the Robotic-Human Service Trilemma, this study is the first to explore how states of well-being equilibrium exist within the human service triad and how these states are challenged by service robots. The authors present a balanced centricity perspective to well-being that contrasts previous trade-off approaches and that enhances the body of service robot literature with a well-being lens.
Link: http://dx.doi.org/10.1108/JOSM-03-2022-0091 [Google]
Tojib, D., R. Sujan, J. Ma and Y. Tsarenko (2023): How does service robot anthropomorphism affect human co-workers?, Journal of Service Management, 34(3564), pp.750-769
Purpose: Service robots are gradually becoming more anthropomorphic and intelligent. This research aims to investigate how anthropomorphic service robots with different levels of intelligence affect their human counterparts. Design/methodology/approach: Two between-subject experimental studies were used to test whether different levels of service robot anthropomorphism with different levels of intelligence influence employees’ morale and resistance to service robots. Findings: Study 1 shows that the effect of service robot anthropomorphism (low vs. high) on employees’ resistance and morale is mediated by perceived job-security threat. Study 2 validates this mediating effect and shows that it is moderated by the type of AI (mechanical vs. analytical). Specifically, when exposed to mechanical AI-powered service robots, employees exhibit a higher perceived job-security threat toward robots with a high (vs. low) degree of anthropomorphism. This moderating effect is not observed when employees are exposed to analytical AI-powered service robots. This moderated mediation effect is also found for the signing of a petition as the behavioral outcome. Practical implications: Service firms considering the adoption of mechanical AI-powered service robots should choose a low (vs. high) anthropomorphic robot to reduce the sense of job-security threat felt by human employees, which subsequently increases their acceptance. However, if analytical AI-powered service robots with are to replace their human employees, the degree of anthropomorphism becomes irrelevant. Originality/value: This is the first empirical study to explore how anthropomorphic service robots can influence human employees’ evaluations and behaviors.
Link: http://dx.doi.org/10.1108/JOSM-03-2022-0090 [Google]
Wang, E. Q., J. A. Fehrer, L. P. Li, R. J. Brodie and B. Juric (2023): The nature of actor engagement intensity: a classification scheme, Journal of Service Management, 34(3565), pp.631-656
Purpose: Actor engagement (AE) literature shows inconsistent understandings of engagement intensity. However, a holistic picture of the nature of AE intensity is foundational to advance empirical AE models and measurement frameworks. This paper provides a nuanced understanding of what engagement intensity is and how it unfolds on different network levels. Design/methodology/approach: This conceptual study draws from a literature review and offers a comprehensive classification scheme of AE intensity. The literature review extends beyond marketing and service research and draws from the etymology of AE intensity in management and social science, specifically, the fields of student, employee and civic engagement. Findings: The classification scheme clarifies that AE intensity at the individual level refers to actors’ affective and cognitive tone and varying magnitudes (i.e. efforts, duration, activeness) of resource investments. At the dyad level, AE intensity represents relational strength, and at the network level, it refers to the degree of connectedness in the network. Research limitations/implications: The research reconciles conceptual inconsistencies in the AE literature. Our classification scheme goes beyond the individual actor and actor–actor dyad and offers a holistic overview of possible ways to operationalize AE intensity in networks. Practical implications: The classification scheme can be used as a strategic checklist to include AE intensities of individual actors (e.g. customers and employees), relationships between these actors and network connectedness, when further developing engagement measurement tools and benchmarks. Originality/value: This is the first study providing a comprehensive understanding of AE intensity from an individual, dyadic and network perspective.
Link: http://dx.doi.org/10.1108/JOSM-11-2022-0348 [Google]
Xie, T., I. Pentina and T. Hancock (2023): Friend, mentor, lover: does chatbot engagement lead to psychological dependence?, Journal of Service Management, 34(3566), pp.806-828
Purpose: The purpose of this study is to explore customer-artificial intelligence (AI) service technology engagement and relationship development drivers, as well as potential negative consequences in the context of social chatbots. Design/methodology/approach: A sequential mixed-method approach combined exploratory qualitative and confirmatory quantitative analyses. A conceptual model developed from Study 1 qualitative content analysis of in-depth interviews with active users of the AI social chatbot Replika was tested in Study 2 by analyzing survey data obtained from current Replika users. Findings: Loneliness, trust and chatbot personification drive consumer engagement with social chatbots, which fosters relationship development and has the potential to cause chatbot psychological dependence. Attachment to a social chatbot intensifies the positive role of engagement in relationship development with the chatbot. Originality/value: This study was the first to combine qualitative and quantitative approaches to explore drivers, boundary conditions and consequences of relationship and dependence formation with social chatbots. The authors proposed and empirically tested a novel theoretical model that revealed an engagement-based mechanism of relationship and dependence formation with social chatbots.
Link: http://dx.doi.org/10.1108/JOSM-02-2022-0072 [Google]
Assaker, G. and P. O’Connor (2023): The Importance of Green Certification Labels/Badges in Online Hotel Booking Choice: A Conjoint Investigation of Consumers’ Preferences Pre- and Post-COVID-19, Cornell Hospitality Quarterly, (3567), pp.1
In light of travelers’ growing preference for sustainable hotel accommodation, this study investigated the relative importance of green certification labels/badges in online hotel selection/booking choice. A conjoint analysis was performed on seven online hotel attributes (including green certification labels/badges) in two specific scenarios (imagining they were booking in a pre- and post-COVID-19 setting) using 270 U.S. subjects surveyed in April 2020. The results revealed that green certification labels/badges do impact travelers’ online hotel booking choice, but not as much as cancellation policies, hotel rating, price, and location. Price in particular exerted a greater influence on travelers’ booking preferences in the post-COVID-19 scenario. Yet, a significant percentage of travelers (around 40% in both scenarios) were willing to pay more for a hotel with green certification. These results contribute to our theoretical and practical understanding of the factors that influence online hotel booking, as well as the power of green certification labels/badges in driving online hotel bookings in the pre-and post-COVID-19 contexts.
Link: http://dx.doi.org/10.1177/19389655231184474 [Google]
Chen, K.-X., Y. Lyu, Y. Ye and X. Liu (2023): Away From the Nightmare: Sexual Harassment, Leave Intention, and Job Search Behavior, Cornell Hospitality Quarterly, (3568), pp.1
Drawing on social identity theory, we investigated the mechanism underlying the effect of sexual harassment on hospitality employees’ leave intention and job search behavior. The results of a time-lagged survey conducted in six hotels in China revealed that sexual harassment positively undermined hospitality employees’ organizational identification, which further induced their intention to leave the organization and job search behavior. In addition, perceived organizational support moderated the direct link between sexual harassment and organizational identification as well as the indirect link from sexual harassment to leave intention and job search behavior via organizational identification. The theoretical and managerial implications of this study are discussed.
Link: http://dx.doi.org/10.1177/19389655231184477 [Google]
Dioko, L. A. N. (2023): The Content and Structure of Tourism and Public Policies: A Temporal Analysis of Stability and Change, Cornell Hospitality Quarterly, (3569), pp.1
Significant shifts in policy agenda and priorities may occur when exogenous and discontinuous macro-level events such as disease outbreaks, political transformations, and abrupt developments in visitor markets transpire. Such swings can be considerably challenging not only for policy-makers and decision-makers but also for stakeholders, especially when policy areas like employment, quality of life, housing, health, and education are weighed against growth and development considerations for hospitality, tourism, or other sectors. In extreme cases, policy swings can exacerbate social conflicts and cause commensurate disruption. Using the Hong Kong and Macao Special Administrative Regions of China as pooled comparative cases of policy-making, this study examines the content and structure of tourism-related and general policies across a 20-year pre-COVID period, how the different policy areas evolved and shifted in priorities, and the temporal correspondence of policy swings with factors, context, and conditions that likely precipitated them. The study adopts a mixed-methods approach combining large-scale text mining and content analysis of a large corpus of policy documents with qualitatively matching emergent macro policy shifts with relevant co-occurring events, aided by a theoretical framework generated from past studies. By unveiling the complicity of governance, social, and environmental conditions as well as external events with fluctuating policy priorities, the study dispels the static nature and fixed-planning perspectives of policy-setting, thereby advancing (a) a nascent framework by which policy-makers and decision-makers can adopt contingent and adaptable approaches to policy-making and (b) concrete principles for grasping the significance of tourism vis–vis public policies.
Link: http://dx.doi.org/10.1177/19389655231182086 [Google]
Kreeger, J. C. and S. J. Smith (2023): Public Policy Challenges and the Lodging Shared Economy, Cornell Hospitality Quarterly, (3570), pp.1
The Lodging Shared Economy (LSE) is made up of a complex web of parties which enables guests to stay at a host’s home either with the host at home or away from the property. Many hosts utilize an LSE Online Platform (LSEOP) company such as Airbnb or Vacation Rentals by Owner (VRBO) to rent out a host’s property to a guest and receive payments from the guest including sales and lodging taxes, and they also remit payments to hosts and government agencies. Governmental agencies receive taxes from LSEOPs and distribute taxes to appropriate government accounts. The governmental agencies also enact laws and legislation to govern the activities of guests, hosts, and LSEOPs. This complex process serves the interests of each party involved but at times these diverse interests interfere with another party’s concerns resulting in conflicts, lawsuits, and public policy. This article addresses only regulations within the United States. Using a content analysis design, it provides a summary of LSE regulations for each state, thus allowing comparisons in determining highly taxed versus lesser taxed properties and highly regulated environments versus laissez-faire destinations. Although LSE companies typically transact the financial aspects of the stay, hosts are ultimately responsible for complying with other public policy regulations such as parking, noise, trash, and traffic laws. This study analyzed the most recent court cases among LSEOPs and government entities that illustrate some of the push and pull of public policy decisions on short-term rentals across the United States.
Link: http://dx.doi.org/10.1177/19389655231184476 [Google]
Singh, A. and D. L. Corsun (2023): Cross-Sectional Differences in Hotel Revenue Performance During the Covid-19 Pandemic, Cornell Hospitality Quarterly, (3571), pp.1
This study investigates price elasticity of demand and its pricing effect on revenue performance of hotels during the COVID-19 pandemic. Using annual operating performance data on over 2,500 hotels from 2018 to 2021, this study provides empirical evidence of a relatively inelastic demand for the lodging sector. Price, income, cross-price, and lagged demand are positive and inelastic in their relationships with demand. Price has a significant and negative effect on lodging demand while a hotel’s competitive position has a significant influence on RevPAR performance with both negatively affected by COVID-19. More important, the results show a significantly greater positive impact of pricing on RevPAR penetration for hotels that raised rates relative to hotels that dropped rates. The findings suggest that it may be best for hotels to maintain or raise room rates to maximize revenue performance in the midst of an external shock.
Link: http://dx.doi.org/10.1177/19389655231184475 [Google]
Anzivino, A., S. Nenonen and R. Sebastiani (2023): Uncovering the Hidden “Where” of Sustainable Service Ecosystems: The Role of Spaces and Places, Journal of Service Research, (3572), pp.1
Multiple research efforts are currently unfolding to advance the wide-scale sustainability transformation of services and service ecosystems to address the United Nations Sustainable Development Goals (SDGs). While “how” to create service ecosystems and “whom” and “what” these service ecosystems serve have been receiving increasing scholarly attention, current research leaves the “where” question relatively underexplored. Thus, precise theoretical conceptualizations of the role of spaces and places in sustainable service ecosystem design (SED) are lacking. By longitudinally investigating two in-depth case studies, we illuminate the spatial aspects of sustainable SED. Our findings suggest five spatial mechanisms that enlighten how sustainable SED unfolds in relation to spaces and places. We also identify three tensions that affect the implementation of sustainable SED, each tension having both enabling and constraining manifestations. The study contributes to the service research on sustainability by illuminating the previously under-researched spatial aspects of sustainable SED. Results have implications for a broad set of actors involved in sustainable SED, providing advice on how to design new and utilize existing spaces and places to maximize their potential in addressing sustainability challenges.
Link: http://dx.doi.org/10.1177/10946705231185177 [Google]
Azer, J., L. Blasco-Arcas and M. Alexander (2023): Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes, Journal of Service Research, (3573), pp.1
Customers proactively engage with firms’ offerings through behavioral manifestations such as brand-related social media posts, influencing other customers in online networks and, consequently, affecting brand value. With the growth of visually oriented social media platforms, interest has increased in understanding customer engagement behavior (CEB) using visual content. In this paper, we build on CEB, image acts, visual content, and communication theories to conceptualize the
Link: http://dx.doi.org/10.1177/10946705231190867 [Google]
Bambauer-Sachse, S. and A. Young (2023): Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions, Journal of Service Research, (3574), pp.1
This paper examines the effects of dynamic pricing versus simple price differentiation for services through price confusion and price unfairness perceptions on price-disadvantaged consumers’ intentions to spread negative word of mouth (WOM); we additionally differentiate between these customers based on specific service purchase frequency. To test our hypotheses regarding price confusion as an important driver of undesirable consumer reactions to differential pricing for services and as a precedent of price unfairness perceptions, we conduct one qualitative study and three quantitative studies. The findings provide key theoretical insights indicating that 1) dynamic pricing leads to more price confusion than simple differential pricing and 2) price confusion triggers price unfairness perceptions that increase consumers’ intentions to spread negative WOM. For frequently purchased services, the pricing tactic’s effects on intentions to spread negative WOM are based mainly on price confusion; for infrequently purchased services, the intentions to spread negative WOM are based primarily on unfairness perceptions. The major managerial insight of our findings is that dynamic pricing should be avoided or limited when there is a high likelihood of reputation damage through negative WOM among price-disadvantaged customers.
Link: http://dx.doi.org/10.1177/10946705231190871 [Google]
Fehrer, J. A., J. A. Kemper and J. J. Baker (2023): Shaping Circular Service Ecosystems, Journal of Service Research, (3575), pp.1
The circular economy (CE) presents an alternative perspective to the linear take-make-use-dispose model prevalent in industrial value chains. CE envisions economies operating like natural ecosystems—restorative and waste-free, underpinned by principles such as reuse, repair, share, and pay-for-use. Surprisingly, although these principles align with the fundamentals of service management, there is limited scholarly exploration of CE within service research. Leveraging service-dominant logic, this study introduces the concept of circular service ecosystems as ideal types of service ecosystems, regenerative, and embedded within nature, where (material, intellectual, digital and financial) resources flow seamlessly within and between nested systems without creating any waste or leakage. By analyzing 3,178 blogs penned by CE experts over 7 years and conducting in-depth interviews with industry specialists, this study offers two significant contributions. Firstly, it presents a process framework elucidating the transition towards circular service ecosystems. This framework explains the emergence of novel circular solutions and service ecosystem properties through processes of de- and re-institutionalization. Secondly, the study identifies six shaping strategies that actors can apply to drive circular service ecosystem transitions. The study concludes by emphasizing the importance of circular service ecosystems and CE as promising areas for future service research, providing a comprehensive research agenda to explore these areas in depth.
Link: http://dx.doi.org/10.1177/10946705231188670 [Google]
Heirati, N., A. Leischnig and S. C. Henneberg (2023): Organization Architecture Configurations for Successful Servitization, Journal of Service Research, (3576), pp.1
Despite the growing importance of servitization as a source of competitiveness for manufacturers, limited knowledge exists about organizational issues of servitization. Drawing on transaction cost economics theory and a configuration theoretical perspective, our study illuminates different organization architectures for servitization and how firms align such architectures with servitization approaches to achieve high financial performance. We analyze qualitative data based on interviews with 22 managers and quantitative data from a survey of 161 equipment manufacturers. The results indicate that manufacturers mostly opt for one of three organization architectures for servitization: internal product business unit, internal specialized service business unit, or external service provider. In addition, they reveal equifinal configurations of servitization characteristics to achieve high financial performance for each organization architecture. The internal specialized service business unit turns out as a flexible organization architecture to successfully provide smoothing, adapting, and substituting services. The use of an external service provider is less suited for the provision of adapting and substituting services, which require more knowledge specialization and coordination. All three organization architectures can be used to provide smoothing services. In summary, the results may serve as decision-making templates for aligning organization architecture, offering characteristics, and service provider integration to pursue servitization successfully.
Link: http://dx.doi.org/10.1177/10946705231180368 [Google]
Jung, J. H., J. Yoo, T. J. Arnold and S. Ryu (2023): The Interactive Influence of Frontline Employee Motivational Orientation and Service Climate/Strength Upon Employee Need Satisfaction and Performance, Journal of Service Research, (3577), pp.1
A frontline employee’s motivational orientation toward the role s/he plays in an organization is an important determinant of the level of service that is ultimately provided to a customer. In this study, we propose and demonstrate that frontline employees possess two different forms of motivational orientation to frame their work in both positive (i.e., approach) and negative (i.e., avoidance) ways. We demonstrate that need satisfaction, or an employee’s fulfilling needs for autonomy, competence, and relatedness, mediates the positive relationship between approach orientation and service performance, as well as the negative relationship between avoidance orientation and service performance. Further, such effects are influenced by both service climate and service climate strength. Our investigation relies on a mixed-method design that develops and uses measures for service climate and service climate strength at the team level (Study One), as well as within a scenario-based experiment to manipulate service climate and service climate strength (Study Two). Results of a meta-analysis are presented to highlight the gap in research related to understanding frontline employee motivational orientation and its influence upon service performance.
Link: http://dx.doi.org/10.1177/10946705231190012 [Google]
Mende, M., M. L. Scott, V. O. Ubal, C. M. K. Hassler, C. M. Harmeling and R. W. Palmatier (2023): Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers, Journal of Service Research, (3578), pp.1
Although calls for inclusiveness in services are becoming more vigorous, empirical research on how to design and implement service inclusion for stigmatized consumers remains scant. This paper draws on key questions of personalization (i.e.,
Link: http://dx.doi.org/10.1177/10946705231188676 [Google]
O’Loughlin, D., J. Gummerus and C. Kelleher (2023): It Never Ends: Vulnerable Consumers’ Experiences of Persistent Liminality and Resource (Mis)Integration, Journal of Service Research, (3579), pp.1
Transformative Service Research (TSR) highlights the fundamental importance of resource integration for consumer well-being. However, recent research suggests that resource integration can be problematic and imperfect, particularly for vulnerable consumers with complex and ongoing resource requirements. Such vulnerable consumers may face transition challenges and end up in an uncertain “in-between” experience of liminality, where the linkage to resource integration remains under-researched. In response to recent service prioritization challenges, we explore how vulnerable actors experience liminality and resource integration in service systems. The vulnerable actors highlighted in this study are parents in families of children with life-long conditions (e.g., autism spectrum disorder/ASD and Down syndrome). We reveal a new form of liminality as a persistent, relational phenomenon that interdependent vulnerable actors with ongoing complex resource needs collectively experienced within service systems. Further, we identify the dynamics of persistent liminality as
Link: http://dx.doi.org/10.1177/10946705231184610 [Google]
Davidson, A., M. R. Gleim, C. M. Johnson and J. L. Stevens (2023): Gig worker typology and research agenda: advancing research for frontline service providers, Journal of Service Theory and Practice, 33(3580), pp.647-670
Purpose The unique employment status of gig workers as independent contractors and their impact on consumers provide an important opportunity for the current research to understand gig workers’ perceptions of their employment and how that affects job performance outcomes. These gig workers serve as the frontline service providers for platforms like Airbnb hosts, Lyft drivers and Wag walkers performing customer-facing services. However, their status as gig workers, not traditional employees, presents challenges to platforms. The purpose of this research is to gain insights into the profiles of gig workers, examine the challenges platforms have in retaining high-performing workers and provide a research agenda on this important group of frontline service providers. Design/methodology/approach Incorporating variables deemed important in examining self-determination theory, a large-scale data collection via an online survey was administered, yielding 447 completed surveys. A two-step cluster analysis procedure was conducted to categorize sample respondents into four distinct groups. Findings Four groups emerged from the cluster analysis, labeled “Ambivalent Outsider,” “Competent Cog,” “Independent Insider” and “Committed Comrade.” The results suggest that there are significant differences across all variables and groups based on gig worker responses and self-reported customer satisfaction scores. The gig worker profiles developed are then utilized to formulate research propositions that are the basis for the research agenda presented. Practical implications The goal of many collaborative consumption platforms may be to hire Independent Insiders or Committed Comrades; however, that is difficult to attain with every hire. Thus, the segmentation results provide insights for companies seeking to hire, retain, and successfully motivate their workforce. Originality/value Given the freedom and flexibility afforded to gig workers, and the importance they have on the service experience for customers, understanding their own perceptions of employment and performance is critical to ensuring a positive experience for all parties. Research on collaborative consumption has largely focused on consumers or the management of freelance workers with only tangential applicability to gig work. This paper offers a comprehensive research agenda for gig worker management based on the typology of gig workers created.
Link: http://dx.doi.org/10.1108/JSTP-08-2022-0188 [Google]
Dreher, F. and T. Ströbel (2023): How gamified online loyalty programs enable and facilitate value co-creation: a case study within a sports-related service context, Journal of Service Theory and Practice, 33(3581), pp.671-696
Purpose The aim of this paper is to gain insights from a case study into how gamified loyalty programs enable and facilitate value co-creation and what underlying purpose organizations pursue when engaging with members in such a program. Design/methodology/approach A multimethod approach is deployed consisting of an observational and an explorative study. The authors collaborate with adidas, one of the leading (sports) retailers in the world. A five-month netnographic study is conducted on the adiClub, the online loyalty program of adidas. Based on the findings of this first study, semi-structured in-depth interviews were conducted in a second study with adidas managers from diverse backgrounds currently involved in projects and day-to-day work related to the adiClub. The exclusive interview data provide further insights and help interpret and validate the netnographic observations. Findings Most value co-creation studies on engagement platforms in marketing relate to social media, physical events or online forums. Based on the multimethod approach of this study, existing research is extended on how online loyalty programs enable and facilitate value co-creation. Furthermore, the authors identify the organizational purpose behind engaging in value co-creation practices along the social, economic and ecological dimensions. Practical implications This case study offers implications for organizations on how online loyalty programs enable and facilitate value co-creation through gamification. In addition, it connects the value co-creation practices with the respective purpose that organizations pursue with related activities. Hence, it further enhances the knowledge and repertoire of managers for setting up and running gamified online loyalty programs. Originality/value Increased gamification driven by the advances of digital transformation enables and facilitates value co-creation, which initiates unprecedented digital sales potential for service organizations. Research about the digital transformation of value co-creation remains scarce. The authors seek to address this research gap by focusing on value co-creating activities within online loyalty programs.
Link: http://dx.doi.org/10.1108/JSTP-10-2022-0229 [Google]
Kim, Y., T. H. Ho, L. P. Tan and R. Casidy (2023): Factors influencing consumer forgiveness: a systematic literature review and directions for future research, Journal of Service Theory and Practice, 33(3582), pp.601-628
Purpose Consumer forgiveness is an important concept in service failure and recovery research. To advance knowledge and develop future research agenda in this domain, this paper provides a systematic review of the literature on factors influencing consumer forgiveness while adopting the customer journey perspective. Design/methodology/approach Using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) protocol, a systematic literature review (SLR) was conducted of 102 peer-reviewed journal articles, on factors influencing consumer forgiveness, published between January 2000 and December 2020. Findings The authors’ analysis offers a detailed account of the factors influencing consumer forgiveness across the three stages of the service journey: pre-transgression, transgression and recovery. From the review, the authors identified significant gaps relating to the interactions between the relevant factors influencing forgiveness throughout the various stages of the consumer service journey. Based on the findings, the authors offer several research questions to help managers optimize customer forgiveness following a service failure throughout each stage of consumer service journey. Originality/value The authors’ review synthesizes the literature on factors contributing to consumer forgiveness and integrates these factors into the customer service journey. The authors’ findings inform directions for future research and provide insights regarding the measures that service providers should take to understand and encourage consumer forgiveness.
Link: http://dx.doi.org/10.1108/JSTP-08-2022-0187 [Google]
Shah, S. A. A., M. S. S. Jajja and K. A. Chatha (2023): Antecedents and consequences of effective customer participation: the role of customer education and service modularity, Journal of Service Theory and Practice, 33(3583), pp.697-720
Purpose Using multiple theoretical lenses, the paper develops and empirically tests a service design-based framework of effective customer participation (CP) in service delivery. Particularly, the paper examines the impact of customer education on effective CP, besides the latter’s effect on service quality. The direct and moderating effect of service modularity on the association between customer education and effective CP is also studied. Design/methodology/approach Covariance-based structural equation modeling is used to test the hypotheses using the survey data collected from the healthcare industry within Pakistan. Findings The results lend support for the presence of individual and mutually reinforcing effects of customer education and service modularity on effective CP in service delivery, ultimately affecting service quality. Research limitations/implications Building on the CP and customer learning literature, this research extends the work on antecedents and consequences of effective CP in the larger domain of the service design and service delivery literature. Practical implications The findings reveal that service managers should design services such that by design, CP is ingrained within service delivery processes so that it is effectively managed during service delivery for superior service quality. Originality/value Given the already scant research that has either taken a narrower view of CP (mostly in pre- or post-service delivery), the current research makes one of the initial attempts to identify, theorize and empirically test the service design level antecedents for holistic CP spanning over the physical, behavioral and informational participation during the service delivery.
Link: http://dx.doi.org/10.1108/JSTP-08-2022-0171 [Google]
Zhao, X., N. Fu and X. Liang (2023): Whose customer orientation? Exploring the relationships between leaders, team customer orientation climate and customer satisfaction, Journal of Service Theory and Practice, 33(3584), pp.629-646
Purpose Team leaders play a vital role in achieving superior team performance. However, their role in implementing the organizational customer orientation strategy is not well understood. Drawing on social exchange theory, this study investigates how team leader customer orientation affects team customer orientation climate and team performance (i.e. customer satisfaction) as well as the moderating role of transformational leadership in such effect. Design/methodology/approach This study builds on survey data collected from matched team leaders, employees and customers nested in 81 service teams and employs hierarchical multiple regression analysis to test the hypotheses. Findings The findings indicate that team leader customer orientation increases team customer orientation climate, which leads to a higher level of customer satisfaction. Leaders’ transformational leadership moderates the link between a leader customer orientation and team customer orientation climate in an unexpected way. When a team leader is transformational, the team customer orientation climate is enhanced, regardless of the level of team leader customer orientation. When a team leader’s transformational leadership is low, the higher leader customer orientation is and the higher team customer orientation climate is. Originality/value This study contributes to the customer orientation, transformational leadership and service literature by unraveling team leaders’ roles in boosting team customer orientation climate and team effectiveness.
Link: http://dx.doi.org/10.1108/JSTP-09-2022-0210 [Google]
