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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Ashtar, S., G. B. Yom-Tov, A. Rafaeli and J. Wirtz (2023): Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction, Journal of Service Research, (3600), pp.1
This study introduces affect-as-information theory to the service encounter, integrates it with the peak and end model of affect, and thereby shows that these dynamic customer and employee affective displays can be used to estimate post-encounter customer satisfaction. A large-scale dataset of 23,645 real-life text-based (i.e., chat) service encounters with a total of 301,280 genuine messages written by customers and employees were used to test our hypotheses. Automatic sentiment analysis was deployed to assess the affective displays of customers and employees in every individual text message as a service encounter unfolded. Our findings confirm that in addition to customers’ overall (mean) affective display, peak (i.e., highest positive or least negative), and end (final) affective displays explain customer satisfaction. Further, as customer displays may not fully capture their satisfaction process and employees understand the service quality they deliver, we propose and confirm that employee displayed affect explains further variance in customer satisfaction. We also find that the predictive power of affective displays is more pronounced in service failure than non-failure encounters. Together, these findings show that automatic monitoring beyond customer overall affect (i.e., adding customer peak and end, and employee affective displays) can expedite the evaluation of customer satisfaction.
Singh, J. and R. G. Bridge (2023): Interfaces, Interactions, Time, and the Frontline Nexus: Foundational Constructs and Focus for the Field of Organizational Frontlines, Journal of Service Research, 26(3601), pp.310-329
Interfaces, interactions, and time are commonly understood as foundational constructs in the field of organizational frontlines, but their current definitions are fragmented and disconnected. We propose a set of propositions drawn from theorizing the foundational constructs to facilitate systematic studies of frontline phenomena and promote integration across studies. We also advance the concept of the frontline nexus, a constellation of relations that interconnect the foundational constructs, and propose that the nexus is the appropriate unit of analysis for the study of organizational frontlines. To specify a system that embeds the frontline nexus and situates its foundational constructs, we discuss the role of agency, technology, learning, and privacy as key structural characteristics. In response to changing frontlines, we offer 11 propositions to advance research and practice of organizational frontlines. These propositions encourage researchers to explore the potential of new technologies, investigate the role of frontline actors in shaping interaction outcomes, examine the impact of learning and development initiatives, and consider the ethical implications of frontline actions.
Cardy, C., N. N. Chaker, J. Habel, M. Klarmann and O. Plötner (2023): Customer–Salesperson Price Negotiations During Exceptional Demand Contractions, Journal of Service Research, 26(3602), pp.351-370
[ABSTRACT FROM AUTHOR]Copyright of Journal of Service Research is the property of Sage Publications Inc. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder’s express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Good, V., A. G. Fehl, A. C. LaBrecque and C. Voorhees (2023): Cultivating Resilience in Organizational Frontline Employees, Journal of Service Research, 26(3603), pp.405-421
This research examines the antecedents and outcomes of organizational frontline employees’ (FLEs’) resilience. Developing a better understanding of resilience, defined as an employee’s ability to overcome or bounce back from adversity, has become critical, as managers increasingly are struggling to manage change on the front lines. The results from three studies conducted in organizational frontline contexts confirm the importance of FLE resilience, demonstrating its association with increased effort and reduced turnover intentions. Moreover, using an experience sampling methodology, we find that nearly half the variance in resilience lies within individuals, which suggests that resilience is not merely a trait but rather malleable. As such, the main contribution of this research is to offer fresh insights into what leads to greater resilience in customer-facing roles. The results show that rather than being motivated by a desire for monetary compensation, FLEs’ resilience is driven by a sense of competence and relatedness to not only coworkers but also customers. Moreover, we find that autonomy is negatively related to resilience when customer orientation is low. For managers, our findings offer guidance on how to cultivate resilience to improve FLE effort and reduce turnover intentions in the face of adversity.
Berger, J. and G. Packard (2023): Using Language to Improve Health, Journal of Service Research, (3604), pp.1
Communication plays an integral role in service interactions and language shapes how service agents talk to customers, salespeople talk to prospects, and chatbots talk to consumers. But as Danaher, Berry, Howard, Moore, and Attai (2023) note, given healthcare’s impact on quality of life, it’s a particularly important domain to study effective communication. Their useful review and framework should help medical professionals improve patient interactions and encourage future research. That said, one paper can only cover so much ground, and there are several additional areas that deserve further attention. Building on their framework, we offer some additional areas for future work, including how to use language to better understand patients, how communication mediums (e.g., writing vs. speaking or online portals vs. email) shape what gets communicated, and how effective communication depends on the interaction’s goals (e.g., persuasion vs. medical adherence).
Cenophat, S., M. Eisend, T. Bayón and A. Haas (2023): The Role of Customer Relationship Vulnerability in Service Recovery, Journal of Service Research, (3605), pp.1
The effectiveness of service recovery initiatives has primarily been explained by exchange theories implicitly assuming that the customer desires beneficial relationships. The present research extends studies in this tradition by emphasizing the crucial role of the customer’s vulnerability. Drawing on crisis theory, we argue that the effectiveness of service recovery initiatives is contingent on customer relationship vulnerability (CRV), which is defined as
Fröberg, E., S. Kolesova and S. Rosengren (2023): Does the Label Fit the Channel? How “Bricks” and “Clicks” Influence Demand for Environmental and Social Sustainability Labels, Journal of Service Research, (3606), pp.1
Service firms are increasingly trying to make their offers more sustainable. In this paper, we contribute to the literature on sustainability in service by investigating the impact of the shopping channel on consumer purchases of alternatives labeled as environmentally and socially sustainable. We theorize that the salience of self-oriented (vs. other-oriented) motives in the online (vs. in-store) channel has a higher fit with self-oriented (vs. other-oriented) benefits signaled by environmental (vs. social) labels, especially for utilitarian (vs. hedonic) products. To test this expectation, we conduct three studies using real-world grocery and beauty retailer datasets that include almost 900,000 purchases either in-store (“bricks”) or online (“clicks”). Using both between-consumer and within-consumer analysis, we find empirical support for our hypotheses. Our conceptual framework and findings suggest that service firms that want to promote environmentally and socially sustainable alternatives will benefit from adapting their strategies to different domains of sustainability labels and shopping channels.
Hammedi, W., T. Leclercq and N. Steils (2023): Gamification Myopia: Satiation Effects in Gamified Activities, Journal of Service Research, (3607), pp.1
Despite the popularity of gamification to improve the quality of experience in a variety of services, there is a lack of evidence on its effective integration into service design and the long-term impact of repeated gamified activities on customer experience. Using 10 studies, including behavioral data, survey, field, and laboratory experiments, this research investigates the effects of repeated gamified activities on customer experience quality and behavioral engagement. We examine the phenomenon through the lens of satiation theory, which explains the declining enjoyment for initially pleasurable activities. Supported by this theory, our results show evidence for a negative impact of gamified services that are highly repeated on experience quality and behavioral engagement. Further, we demonstrate strategies to compensate for such satiation by introducing mechanism and reward variety, a recovery period, and a sense of being near-to-winning. This research makes theoretical and managerial contributions by showing the potential backfire effects of gamification when gamified activities are repeated. Furthermore, this paper feeds the ongoing debate on standardization and personalization of service experiences. This paper demonstrates how high exposure to the same service experience can become counterproductive and increase risks of satiation.
Liu, D., Y. Zhao, G. Wang, W. A. Schrock and C. M. Voorhees (2023): Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective, Journal of Service Research, (3608), pp.1
Service failure and recovery (SFR) is a well-established area of research that has made considerable progress over the past 30 years. In this study, we used a combination of text mining, co-word analysis, and social network analysis (SNA) to explore the relationships among keywords in SFR research. We analyzed a dataset of 533 SFR articles published between 1990 and 2020, extracting the most frequently used keywords using text-mining techniques. These keywords were then subjected to co-word analysis and SNA to understand the development of themes and topics in SFR research. By examining changes in network centrality measures, we gained insights into the evolution of research in this field. Furthermore, by identifying gaps or disconnections in the keyword networks, we identified future research opportunities related to the impact of service recovery strategies on customer reactions, employee reactions, and firm outcomes, as well as the relationship between customer and employee responses.
Yang, F., Z. Zhou and X. Huang (2023): A Lagged Experience Sampling Methodology Study on Spillover Effects of Customer Mistreatment, Journal of Service Research, (3609), pp.1
As a normative and ubiquitous nuisance in the service industry, customer mistreatment has received extensive attention for its profound impacts on front-line employees’ (FLEs) lagged reactions. Drawing upon the Conservation of Resources theory, our results of multilevel path analysis reveal that FLEs encountering daily customer mistreatment experience poor nightly sleep quality, which in turn drives them away from next-day customer-oriented prosocial behavior. These predictions are further contingent upon the levels of service rule commitment, defined as FLEs’ commitment to organizational service rules. In Study 2 and Study 3, we replicate the findings of Study 1 and expand the range of outcomes to cast FLEs’ turnover intention as another consequence triggered by customer mistreatment on the previous day. Furthermore, we incorporate optimal rule control and empathetic leadership into our analyses to propose the three-way interactions. The results unpack that the aggravating effect of high service rule commitment on the relationship between customer mistreatment and nightly sleep quality is buffered when rule control is optimal or when empathetic leadership is high. Taken together, our findings uncover the spillover-depleting effects of daily customer mistreatment and how the strength of such process is bound by personal and contextual factors.
Talukder, M., S. Aroos-Sheriffdeen, M. I. Khan, A. Quazi and A. B. M. Abdullah (2023): Usage behavior of mHealth service users in Australia: do user demographics matter?, Journal of Services Marketing, 37(3610), pp.801-816
Purpose: Mobile health (mHealth) service is an Australian Government initiative aiming to improve the quality of health-care services. However, little is known about Australian health consumers’ willingness to adopt mHealth. The purpose of this paper is to study the usage behavior of mHealth service users in Australia. While various factors may impact users’ willingness to accept mHealth, this research investigates factors influencing the mHealth adoption decisions of the Australian health-care consumers, and the moderating impact of demographic factors on the usage behavior (UB) of mHealth services which has been rarely addressed in an Australian setting in the past. Design/methodology/approach: The theoretical framework is based on the technology acceptance model (TAM). Data were collected from residents of the Australian Capital Territory using a survey questionnaire and examined using partial least squares structural equation modeling. Findings: The proposed mHealth usage model demonstrated a good fit and indicated that perceived usefulness, perceived ease of use, social influence, service quality and government influence are critical issues shaping mHealth UB. The moderation analysis revealed that users’ demographics, namely, gender, age and education are instrumental in broadening the understanding of UB of mHealth service in Australia. Practical implications: The findings will inform health-care service providers about the critical importance of the key factors driving the usage of mHealth services. Health-care providers and relevant authorities can develop targeted communication strategies that maximize the acceptance of mHealth services. Furthermore, deeper understanding of users’ demographic profiles would enable health-care service providers to promote their services to the right clients. Originality/value: The above findings on the factors and user demographics informing the usage of mHealth services have unique practical, contextual and theoretical implications.
Davey, J., R. Johns and J. Blackwell (2023): Reducing inequalities through strengths-based co-creation: indigenous students’ capabilities and transformative service mediator practices, Journal of Services Marketing, 37(3611), pp.817-835
Purpose: Service marketers are increasingly aware of inequalities triggered by service systems and the need to prioritize practical strategies for reducing inequalities. A priority area for the Australian Government is reducing university education inequities for Indigenous Australians. This paper aims to examine how Indigenous Australian university students build and leverage their capabilities and strengths, harnessing service providers’ efforts towards enhancing participation (and completion) in university education – an essential transformative outcome for reducing inequalities. Design/methodology/approach: A three-stage qualitative research process explored student retention/completion and capability building among a sample of Indigenous Australian university students, typically under-represented in the higher education sector. Findings: Applying a manual thematic analysis, the findings reveal Indigenous students’ value co-creating capabilities (summarized in three dimensions) harness multi-actor processes extending beyond the service provider. Five dimensions summarize the service provider’s transformative service activities that strengthen capabilities for Indigenous Australian university students. Networks of place (a structured Indigenous Centre); processes (university systems); and people (social support), including peer-to-peer networks, are important service assemblages. Practical implications: The authors present implications for supporting Indigenous students in persisting with and completing higher education. More broadly, the authors provide recommendations for service marketers to resolve barriers to service equality and enhance strengths-based approaches to value co-creation. Originality/value: Underpinned by a strengths-based approach, the authors contribute towards an agenda of sustainable transformative services. Although considerable research reviews the experiences of Indigenous students, little research has taken a transformative service research perspective. Addressing this, the authors propose a conceptual framework linking consumers’ agentic capabilities with transformative service mediator practices.
Eslami, H., S. Kabadayi and A. E. Kozah (2023): The role of market-based transformative service initiatives in service inclusion of refugees, Journal of Services Marketing, 37(3612), pp.836-850
Purpose: This paper aims to empirically investigate the role of market-based transformative service initiatives (TSIs) during the refugee crisis and shed light on how such TSIs increase inclusion of refugees in service systems by using market forces while creating broader benefits for service organizations themselves. Design/methodology/approach: This paper uses the case of the World Food Program’s (WFP) Dalili smartphone application targeting Syrian refugees in the context of Lebanon. A mixed-methods approach, including in-depth interviews with the retail managers of the local supermarkets and statistical cross- and intra-regional analysis on the retailing mix elements of the local supermarkets was adopted for the empirical investigation. Findings: The results show that the WFP’s Dalili TSI increases service inclusion of refugees by facilitating their access to the essential food services easier and at affordable prices and helps them integrate into the host community. Furthermore, such market-based TSIs were shown to have broader benefits for other stakeholders in the food retail ecosystem including retailers and nonrefugee shoppers as they are successful in improving the retailing management standards of the participating supermarkets by decreasing the average retail price of the merchandise, increasing their variety and assortment, increasing promotional offers and improving the customer service level. Research limitations/implications: This research fills the gap in the literature for empirical investigation on the impact mechanism of market-based TSIs on service inclusion and well-being of refugees. In contrast to the majority of TSIs studied in the literature that are designed by governments or nonprofit organizations in the areas such as higher education, health care and humanitarian aids, this study focuses on the case of TSIs developed by supranational organizations using market forces in the food retail ecosystem. Furthermore, the findings suggest that TSIs could also benefit the service organizations that offer such initiatives. Practical implications: The findings of this paper have implications for service organizations and policymakers and their ability to design effective market-based TSIs during the refugee crisis. Originality/value: The studied case in the context of TSIs in the food retail ecosystem and the empirical approach used are academically novel. Moreover, focusing on the refugee crisis in the Middle East region is rather understudied in the service research literature.
Klafke, R., A. Barrios and S. R. Didonet (2023): Service encounter and value co-creation in fundraising activities at the NPO sector, Journal of Services Marketing, 37(3613), pp.851-861
Purpose: Fundraising plays a critical role in the success of non-profit organizations (hereafter NPOs). This study aims to propose to analyze fundraising from a service-dominant logic, specifically from a service ecosystem approach, to understand the different entities and interactions involved in this activity, as well as the types of value that emerge from them. Design/methodology/approach: A cross-case study was developed using three health-care Brazilian NPOs. Data collection methods were performed to build each case, including observation of NPOs’ telemarketing staff interaction with donors and long interviews with their marketing managers. Data analysis involved applying the service ecosystem framework to each NPO and contrasting them. Findings: First, the findings revealed the way in which religious, political and child-rearing institutions integrate into citizenship ideals that permeate both NPOs’ and donors’ attitudes and behaviors. Second, five different fundraising interactions (emotional, religious, political, influencer and empathetic) in which NPOs and donors pool their resources to co-create value are presented. Third, how the outcomes of fundraising interactions manifest for NPOs in the form of financial (money and time) and social value (social legitimation) and for teleworkers and donors in the form of emotional value (joy and relatedness) are identified. Originality/value: This paper used a service ecosystem approach to analyze a new service context “fundraising,” which has been scarcely discussed in the literature. The findings show how macro-level institutions work together for fundraising. Five different fundraising interactions were identified, linking the communication with the service experience literature. Finally, the findings identify fundraising’s different value outcomes extending traditional approaches for evaluating this activity.
Landry, M. and O. Furrer (2023): Well-being co-creation in service ecosystems: a systematic literature review, Journal of Services Marketing, 37(3614), pp.862-882
Purpose: Following the continued development of transformative service research and the prevalence of the service-dominant logic in services marketing literature, increased scholarly interest centers on the co-creation of service actors’ well-being. In light of this significant evolution in service research, this study aims to provide a systematic review and synthesis of the growing, fragmented body of literature on well-being co-creation in services. Design/methodology/approach: The hybrid systematic review approach combines bibliometric and framework-based literature reviews to analyze a sample of 160 article obtained from the Web of Science database. To examine the conceptual structure of the research domain, VOSviewer is used for conducting a bibliometric coupling analysis and a keyword co-occurrence analysis. Next, a content analysis is used to explore how the extant literature addresses the key concepts of service actors’ participation in co-creation, their resource integration and well-being outcomes across the micro-, meso- and macro levels of service ecosystems. Findings: Service actors’ participation and resource integration are key theoretical concepts for understanding well-being co-creation. Yet, a comprehensive overview of well-being co-creation across the different levels of service ecosystems is lacking due to the presence of various application contexts, levels of aggregation, theoretical backgrounds and methodological perspectives. A conceptual framework of well-being co-creation in service ecosystems is developed, highlighting the participation of multilevel service actors and suggesting priorities for further research. Originality/value: To the best of the author’s knowledge, this paper represents a first effort to systematically review and organize growing literature on well-being co-creation in service ecosystems.
Shukla, Y., R. Singh, P. Dwivedi and R. Chatterjee (2023): Wellbeing implications of BoP marketing: a service ecosystem approach, Journal of Services Marketing, 37(3615), pp.883-894
Purpose: The socioeconomically deprived segment called bottom of pyramid lives in extreme resource-constrained environments and is being excluded from having access to many services. This study aims to investigate the role played by virtual engagement platforms in bringing well-being to base of the pyramid (BoP) customers. This study also uses transformative service research and service ecosystem-based approach. Design/methodology/approach: The study uses qualitative approach. Data was collected and analyzed through 16 in-depth interviews with BoP service actors. Findings: Present study explains the role played by virtual engagement platforms as an intermediator between farmers and the service entity. Herein, it may be noted that the role of virtual platforms contributes to the well-being of the BoP community. Originality/value: The authors’ research work broadens service organizations’ reach by better serving people in the BoP, which ultimately helps in removing unfairness and establishes service inclusion.
Malik, A. Z. and A. Paswan (2023): Language-related stereotype threat, customers’ well-being and its outcome, Journal of Services Marketing, 37(3616), pp.895-910
Purpose: While language is vital for a successful service exchange, it can also become a source of vulnerability if one party is a non-native speaker in an inter-culture service encounter (ICSE). Hence, the purpose of this study is to understand the relationship between language-related stigma that non-native customers perceive in an ICSE and the associated psychological and behavioral responses. Design/methodology/approach: A survey-based research method and an experimental study was used to collect data from non-native speakers in the USA with English as their second language. Structural equation modeling procedure was used to test the hypothesized relationships. Findings: The findings suggest that the customers who perceive language-related stigmatization in an ICSE context experience intergroup anxiety and lack of social belonging. In turn, intergroup anxiety influences their interaction comfort with the service provider. In the end, these experiences shape their future buying behavior, i.e. they tend to avoid direct interactions with the servers and prefer smart services. Research limitations/implications: Future research is needed to explore the focal phenomenon in other service contexts and cultures to enrich knowledge on language vulnerabilities. Practical implications: The study highlights the importance of technology, not just from a convenience perspective, but also as an accommodation mechanism for linguistically vulnerable customers. Originality/value: To the best of the authors’ knowledge, this study is the first to empirically examine the language-related stigmatization and associated psychological and behavioral responses from the non-native customers’ perspective in a services exchange setting.
Koppenhafer, L., K. Scott, T. Weaver and M. Mulder (2023): The service empowerment model: a collaborative approach to reducing vulnerability, Journal of Services Marketing, 37(3617), pp.911-926
Purpose: Service researchers have been tasked with improving the well-being of consumers experiencing vulnerability. The current research aims to demonstrate how these consumers can experience empowerment through transformative service improvements to the traditional microfinance model. Design/methodology/approach: To ground the research in a real-world setting with consumers experiencing vulnerability, the research team worked with a nonprofit microfinance organization offering loans to communities of Indigenous women entrepreneurs. The research team worked in six communities and conducted over 25 borrower interviews and 14 staff and volunteer interviews totaling 1,200 min of recorded content. Findings: The present investigation of a unique approach to microfinance offers a new theoretical model, the service empowerment model (SEM), which illustrates how empowerment emanates from processes and outcomes at three distinct levels: micro, meso and macro. Recognizing that change occurs individually and also at familial and societal levels begins to challenge deeply rooted structural and cultural norms involved in the services ecosystem. Practical implications: Originating from the microfinance service setting, the SEM can be explored, tested and implemented as a pilot program in a variety of service settings that involve transformative service initiatives (e.g. homelessness, refugees, etc.). Social implications: As society pursues solutions to the pressing problems of consumers experiencing vulnerability, the present research offers critical insights into how services should be designed. Originality/value: The present research defines a new term, service empowerment, and creates a new theoretical model, the SEM, to aid in improving transformative service initiatives.
Yan, H., D. Solnet and T. G. Okimoto (2023): Helping the organization but harming customers: a social identity perspective of unethical pro-organizational behavior, Journal of Services Marketing, 37(3618), pp.927-943
Purpose: The purpose of this paper is to investigate a special type of unethical behaviors among frontline service employees – unethical pro-organizational behaviors (UPB). Building on social identity theory, the paper examines how social identifications with the organization and customers interactively affect employees’ engagement in UPB. The paper also explores the underlying psychological mechanisms that explain this effect. Design/methodology/approach: This study uses a multistage, sequential research design to test the hypothesized model. Studies 1A and 1B use scenario-based experiments with a randomized between-subjects design. Study 2 uses a survey design to replicate and expand the findings from Study 1 by collecting survey data from frontline service employees in various service sectors. Findings: The results across two studies reveal that high organizational identification will motivate employees to engage in UPB when the opportunity arises, while employees who also identify with customers will more likely abstain from committing UPB. Findings from the survey study also show that this interactive effect on UPB is achieved by devaluing customers as tools or placing fault upon them. Originality/value: This research provides a deeper exploration of the UPB at the organizational frontline. From a social identity theoretical perspective, this research examines how identification with customers and with the organization jointly shape frontline employees’ engagement in UPB. In doing so, this research provides insight into the contextual limitations of existing UPB research while also offering practically relevant implications for managing UPB in frontline service contexts.
Grothaus, J., S. Köcher, S. Köcher and S. Dieterle (2023): #infertility: how patients can benefit from the public discussion of conversational taboos on social media, Journal of Services Marketing, 37(3619), pp.944-956
Purpose: This study aims to investigate how the open discussion of infertility-related topics on public social media platforms contributes to the well-being of individuals affected by infertility. Design/methodology/approach: For this study, the authors used a netnographic approach to analyze 69 YouTube videos (>21 h of raw data) produced by infertility vloggers and more than 40,000 user comments. Findings: The authors identify two ways in which infertility patients benefit from public discussions of the topic on social media: through watching videos and engaging in discussions, patients satisfy their infertility-related needs (i.e. the need for information, emotional support and experience sharing); and through reaching people who are not affected by infertility, vloggers help to de-taboo the issue as well as sensitize and educate society. Practical implications: To providers of tabooed services, this study’s findings emphasize the potential of incorporating social media in the consumer support strategy. Social implications: This research highlights the value of the public discussion of infertility-related topics on social media platforms for consumers affected by the issue. Originality/value: In this study, the public discussion of infertility-related topics through video blogs is presented as a valuable tool to enhance the well-being of individuals confronted with infertility as these vlogs satisfy related needs of the consumers and contribute to de-tabooing.
Tariq, A., M. P. Lorenz and W. F. Thompson (2023): Too real? The conflicting roles of adaptation and authenticity in intercultural service encounters, Journal of Services Marketing, 37(3620), pp.957-972
Purpose: Intercultural service encounters (ICSEs) often require adaptation to the customer’s culture, thereby risking a reduction in the cultural authenticity of the experience. This study aims to research the optimum level of adaptation of an ICSE needed to achieve desired authenticity perceptions for positive consumer outcomes. The study also identifies the influence of generational cohorts and cultural competencies on developing such positive consumer outcomes. Design/methodology/approach: The study uses two scenario-based experiments depicting low, moderate and high levels of adaptation to an ICSE. Findings: Consumers prefer a cultural experience with a moderate level of adaptation to achieve the highest level of satisfaction and loyalty intentions. Perceived authenticity mediates the effect of adaptation on outcomes, with the generational stage (Study 1) and cultural competencies (Study 2) further influencing the relationship. Originality/value: ICSEs and consumers’ desire for such cultural experiences are increasingly becoming a part of everyday consumption. Guided by social judgment theory, this study explores how two value-adding, yet conflicting tenants of successful ICSEs, cultural authenticity and adaptation, influence positive consumer outcomes.
Tracey, J. B. (2023): Life is Service, Cornell Hospitality Quarterly, 64(3621), pp.288-288
Statler understood that true success lies not only in financial achievements but also in making a positive impact on the lives of others. EM Statler, the renowned hotelier and philanthropist, exemplified this principle through his tireless dedication to serving his guests and community. In a world that increasingly emphasizes personal gain and individual success, the concept of “life is service” provides a profound reminder of the importance of giving back and serving others. [Extracted from the article]Copyright of Cornell Hospitality Quarterly is the property of Sage Publications Inc. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder’s express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Zhang, Y., C. Shum and A. Belarmino (2023): “Best Employers”: The Impacts of Employee Reviews and Employer Awards on Job Seekers’ Application Intentions, Cornell Hospitality Quarterly, 64(3622), pp.298-306
While hospitality researchers have examined the impacts of user-generated content on customers, research regarding the impacts of employee reviews on job seekers’ application intentions is scarce. Yet, labor shortages in the hospitality industry have been amplified in recent years. The tight job market requires organizations to use aggressive and proactive recruitment strategies. As online employee reviews can attract both active and passive job seekers, organizations are increasingly advertising their jobs on these sites. This study draws on the elaboration likelihood model (ELM) and tests the boundary condition of work experience on the effects of overall star-ratings and employer awards on job seekers’ application intention. Through an experimental survey, this study sought to fill the gap regarding the impacts of employee-generated star-ratings and employer awards on job seekers’ application intentions. Both star-ratings and employer awards are positively related to organizational prestige. Hospitality work experience moderates the relationship between star-ratings and organizational prestige. The relationship is stronger for novice job seekers than for experienced job seekers. Organizational prestige, in turn, increases job seekers’ application intentions. Our findings extend the recruitment literature and highlight the potential usage of ELM as an explorative framework in hospitality recruitment research. The study also provides suggestions for hospitality employers to attract job seekers.
Ali, B. (2023): What we know about transformational leadership in tourism and hospitality: a systematic review and future agenda, Service Industries Journal, (3623), pp.1-43
Leadership is crucial in tourism and hospitality, shaping employee motivation, job satisfaction, and performance. Transformational Leadership (TFL) is essential to promoting innovation and positive culture. However, knowledge of TFL needs to be more cohesive, requiring holistic research. Therefore, the study compares hospitality with the attributes of both TFL and Servant Leadership (SL). The study reviewed 38 articles published between 1970 and 2022, revealing TFL’s significant positive impact on the industry, increasing employee satisfaction, motivation, and performance. The study’s originality lies in its comprehensive systematic review of empirical research on TFL in the tourism and hospitality industry. The study addresses the gap in knowledge surrounding TFL’s impact on the industry and provides valuable insights into its positive effect on employee satisfaction, motivation, and performance. Additionally, the study highlights the common attributes of TFL and SL, suggesting that the two leadership styles may complement each other in this industry. Through this research, practitioners and researchers can gain a more comprehensive understanding of TFL’s effectiveness and develop new theories and avenues of research to enhance leadership practices in the tourism and hospitality industry. (English)
Blommerde, T. (2023): Service innovation capability: a systematic literature review and research agenda, Service Industries Journal, (3624), pp.1-31
Though singular or discrete service innovations are accepted as essential to the performance and survival of organizations, practitioners and researchers are increasingly directing their attention towards the firm-level capability that underlies their repeated and continuous introduction, commonly referred to as service innovation capability (SIC). However, compared to the rich body of literature on the innovation capability of manufacturers and industrial organizations, SIC is poorly understood by managers and service researchers and there is no consensus on its definition, antecedents, outcomes, or dimensions. This study remedies this protracted gap through a comprehensive review of 45 academic journals reporting on firm-level studies of SIC using the SPAR-4-SLR protocol. These were found in the Web of Science and Scopus databases and analyzed according to the TCCM framework. Our research provides new theoretical and managerial insights, advancing a consolidated original definition of SIC, reconciles and organizes factors in SIC’s nomological network advanced by disparate studies and synthesizes links between them in an integrating framework, and makes 13 propositions for advancing this topic based on the research gaps identified. (English)
Zhu, Q. and K. Cheng (2023): The work–family spillover and crossover effects of negative workplace gossip, Service Industries Journal, (3625), pp.1-19
Building on ego depletion theory and crossover theory, we investigated how negative workplace gossip damages the target and has implications for the target’s spouse. We examined whether this occurs through the linking mechanisms of personal resources, specifically the target’s ego depletion. Using time-lagged data with a sample of 230 matched frontline employees and their spouses from a service company in China, we found that the resource drain of negative workplace gossip had a spillover effect through ego depletion at work to increase the employee’s work–family conflict. Furthermore, it crossed over to the spouse due to the employee undermining the family. We found that perceived organizational support plays a crucial role in buffering the adverse effects of negative workplace gossip in both work and family domains. Finally, we discussed the implications for research and practice. (English)
Huang, B. and S. Sénécal (2023): How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure, Service Industries Journal, 43(3626), pp.806-826
Voice assistants have become increasingly popular touchpoints in AI-infused service encounters in the hospitality industry. Although we have seen a growing body of research in this area, little attention has been paid to specific service failures involving exclusively voice interactions. Drawing from the Computers As Social Actors (CASA) research paradigm and the Stereotype Content Model, this research explores how warmth can mitigate the negative consequences of service failure involving voice assistants. In two experiments using both physiological (EDA) and psychological measures, we show that the perception of warmth improves consumers’ emotional reactions and increases re-patronage intention following a negative service outcome. We also found that the optimal voice to be used for a voice assistant is a dynamic speech style combined with emotionally expressive and warm verbal content. These findings contribute to the knowledge of voice-based smart service interaction and provide insight into how to mitigate the negative consequences of service failure involving voice assistants. (English)
Mukherjee, S., M. M. Baral, R. Nagariya, C. Venkataiah, U. V. A. Rao and K. S. Rao (2023): Systematic literature review and future research directions for service robots in hospitality and tourism industries, Service Industries Journal, (3627), pp.1-34
Service robots create a touchless experience for travellers; therefore, this research aims to conduct a systematic literature review (SLR) of service robots in the tourism and hospitality sector. This study used the Scientific Procedures and Rationales for Systematic Literature Reviews (SPAR-4-SLR) approach for reviewing the articles. One hundred eighteen articles are selected for the final review. A thematic analysis divided the articles into three themes and nine sub-themes. For establishing the future research directions Theory, Methodology, and Context (TMC) framework was used and forty-one future research questions are proposed. The study provides various research implications concerning theory and practical perspective. Different management theories are linked with future research questions. Few review papers discussed the service robot in the context of the tourism sector, but none of these studies used the SPAR-4-SLR and TMC framework. This study comprehensively reviews the articles and provides potential future research directions. (English)