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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Figueiredo, B., T. Aleti, D. M. Martin, M. Reid, J. Sheahan and L. Hjorth (2023): Commentary: Strength-based co-design that EMPOWERs – Lessons from codesigning with older adults, Journal of Services Marketing, 37(3736), pp.1105-1112
Purpose: This study aims to address the existing gap in co-design frameworks by introducing the EMPOWER framework, a strength-based co-design methodological approach specifically designed to tackle the key empowerment challenges associated with co-designing alongside individuals experiencing vulnerability. The purpose of this study is to provide a set of easy-to-remember empowering guidelines to enhance the co-design process. Design/methodology/approach: EMPOWER is based on lessons from the field, through five years of working with older adults. Findings: The framework includes seven guidelines to overcome common challenges in co-design research. The acronym EMPOWER refers to guidelines for extending, multiplying, publicising, outsourcing, widening, enabling and reflecting on co-design research. Research limitations/implications: Although extendable to other experiences of vulnerability, the examples provided focus on the experiences of ageing consumers. Practical implications: EMPOWER has direct relevance to practitioners wishing not only to work with consumers experiencing vulnerabilities but also to empower these consumers through purposeful research actions. Social implications: Although drawing on co-design research with older adults, these guidelines can be applied to empower other groups experiencing vulnerability. Originality/value: There is a relative lack of guidelines on how to strengthen the co-design process in a way that empowers consumers experiencing vulnerability. To address this, this paper offers a framework and some grounded examples contributing to the current knowledge of co-design in marketing.
Link: http://dx.doi.org/10.1108/JSM-12-2022-0393 [Google]
Holmqvist, J., J. Wirtz and A. Issandou (2023): Research note: conceptualizing agentic luxury in luxury services, Journal of Services Marketing, 37(3737), pp.1113-1119
Purpose: What role do consumers play in constructing their own luxury experiences? Challenging the dominant product-focus in luxury conceptualizations, this research note conceptualizes agentic luxury in the context of luxury services. Drawing on extant luxury research, the purpose of this article is to develop how consumers may take on more active roles in enacting their own luxury services experiences. Design/methodology/approach: This research note is conceptual but builds on managerial insights from the luxury service sector to conceptualize the concept of agentic luxury. Findings: Our research note develops a conceptual definition of agentic luxury and provides seven research propositions for its impact on luxury service encounters. These propositions detail how consumers engage in constructing their luxury experience; the roles of consumers and luxury service providers in the experience; and boundary conditions of agentic luxury. The authors further develop the role of customer-as-designer and highlight similarities and differences for agentic luxury between luxury goods and services. Practical implications: The authors combine the recognized specificities of the largely goods-dominated luxury sector with service research to show how luxury service providers can engage customers for more complete and engaging luxury service experiences. Originality/value: To the best of the authors’ knowledge, this research note is the first to conceptualize agentic luxury. The authors show how agentic luxury fills a gap in the current literature, and our propositions advance the relevance of agentic luxury for luxury service research.
Link: http://dx.doi.org/10.1108/JSM-07-2023-0283 [Google]
Sweeney, J. C., P. Frow, A. Payne and J. R. McColl-Kennedy (2023): How does a hospital servicescape impact the well-being and satisfaction of both health care customers and professionals?, Journal of Services Marketing, 37(3738), pp.1120-1131
Purpose: The purpose of this study is to examine how servicescapes impact well-being and satisfaction of both hospital customers (patients) and health care professional service providers. Design/methodology/approach: The study investigates how a hospital servicescape impacts two critical outcomes – well-being and satisfaction – of both hospital patients (customers) and health care professionals, who are immersed in that environment. Findings: The hospital servicescape had a greater impact on physical, psychological and existential well-being for professionals than for patients. However, the reverse was true for satisfaction. The new servicescape enhanced the satisfaction and physical and psychological well-being of professionals but only the satisfaction of customers. Research limitations/implications: The study implications for health care policy suggest that investment in health care-built environments should balance the needs of health care professionals with those of customers to benefit their collective well-being and satisfaction. Practical implications: Based on the findings, the authors propose that servicescape investments should focus on satisfying the physical needs of patients while also placing emphasis on the psychological needs of professionals. Social implications: Health care spending on physical facilities should incorporate careful cost-benefit analysis, ensuring that beneficial features for both user groups are included in new hospital designs, omitting features that are less supportive of well-being. Originality/value: To the best of the authors’ knowledge, this study is the first to compare the impact of the same real-life servicescape on the satisfaction of both customers and service providers (professionals) and considers the critical health outcome of well-being.
Link: http://dx.doi.org/10.1108/JSM-03-2023-0082 [Google]
Tuli, N., R. Srivastava and H. Kumar (2023): Navigating services for consumers with disabilities: a comprehensive review and conceptual framework, Journal of Services Marketing, 37(3739), pp.1132-1150
Purpose: Access to services for consumers with disabilities (CwD) has gained increased attention from researchers and service providers in recent years. Consequently, ensuring that services are designed and maintained in a manner that is more inclusive and accessible to CwD has become imperative. However, academic literature is fragmented and thus, this study aims to provide a state-of-the-art synthesis for further theoretical development. Design/methodology/approach: This study reviews 77 relevant articles in the domain using a multidisciplinary review following the PRISMA protocol, and a thematic analysis was conducted. Findings: The study thoroughly synthesizes the theories, contexts and methods used in the extant literature. Next, the study presents a new theoretical framework with four broader dimensions: beyond regulations, towards accessibility, value co-creation, inclusion of CwD and role of stakeholders. Furthermore, it highlights the related sub-dimensions attributed to the service design stages (planning, usage and post-usage). Based on this, the study offers critical avenues for future research using the Double Diamond framework. Originality/value: The study contributes significantly to service design literature for CwD and transformative service research by developing a new consolidated theoretical framework. The findings should direct service providers towards better service designs in related fields. Socially, the study has implications for promoting accessibility and inclusion for CwD, while providing them the freedom of choice.
Link: http://dx.doi.org/10.1108/JSM-06-2023-0204 [Google]
Kabadayi, S., R. Livne-Tarandach and M. Pirson (2023): A dignity-vulnerability approach framework to maximize well-being outcomes by transformative service initiatives (TSIs), Journal of Services Marketing, 37(3740), pp.1151-1166
Purpose: This paper aims to explore how service organizations can improve the effectiveness of well-being creation efforts given the pressing societal issues and global crises. In this paper, the authors examine two essential dimensions (dignity and vulnerability approach) to develop a theoretical framework. This framework can be used to increase the effectiveness of well-being outcomes created by transformative service initiatives (TSIs) and minimize their negative unintentional consequences. Design/methodology/approach: Drawing on social marketing and humanistic management literature, this paper develops a framework for TSIs based on whether human dignity is recognized or ignored and whether a deficit-based or strength-based approach to vulnerability is used. This framework explains different types of TSIs and provides real-life examples. Findings: The framework developed in this paper discusses four different types of TSIs: (1) exclusionary, a deficit-based approach where dignity is ignored; (2) opportunistic, a strength-based approach where dignity is ignored; (3) paternalistic, a deficit-based approach where dignity is recognized; and (4) humanistic, a strength-based approach where dignity is recognized. The paper also identifies five pathways that service organizations could use to implement these approaches, including two traps (utility and charity) and three opportunities (resourcing, humanizing and full awakening) embedded within these pathways. Practical implications: This paper provides examples of service industries and specific companies to exemplify the framework developed. Also, it discusses the well-being implications and potential well-being outcomes associated with each type of TSI. Social implications: This paper offers a novel framework based on two dimensions that are relatively new to the service literature, i.e. dignity and vulnerability approach. This paper also highlights the importance of including these two dimensions in future service research. Originality/value: This paper offers a novel framework based on two relatively new dimensions to the service literature: dignity and strengths-based approach. This paper also highlights the importance of including these two dimensions in future service research.
Link: http://dx.doi.org/10.1108/JSM-03-2023-0110 [Google]
McColl-Kennedy, J. R., C. F. Breidbach, T. Green, M. Zaki, A. M. Gain and M. L. van Driel (2023): Cultivating resilience for sustainable service ecosystems in turbulent times: evidence from primary health care, Journal of Services Marketing, 37(3741), pp.1167-1185
Purpose: The purpose of this paper is to investigate how and why some service ecosystems are more resilient and, consequently, more sustainable than others during turbulent times, and how resilience can be cultivated to enable pathways to service ecosystem sustainability. Design/methodology/approach: This work integrates disparate literature from multiple service and sustainability literature streams, iterating through constant comparison with findings from 44 semistructured interviews conducted in the context of primary health care clinic service ecosystems. Findings: The authors offer a novel conceptual framework comprising pillars (shared worldview, individual actor well-being and multiactor interactions), changing practices to cultivate resilience through resilience levers (orchestrators, individual actor effort, actor inclusivity and digitaltech–humanness approach), and pathways to service ecosystem sustainability (volume vs value, volume to value, volume and value). The authors demonstrate that service ecosystems need to change practices, integrating resources differently in response to the turbulent environment, emphasizing the importance of a shared worldview across the ecosystem and assessing different pathways to sustainability. Originality/value: This paper offers new insights into the important intersection of service marketing, sustainability and health care. The authors provide guidance to practitioners aiming to cultivate resilience in service ecosystems to achieve pathways to sustainability in primary health care clinics. Finally, implications for theory are discussed, and directions to guide future service research offered.
Link: http://dx.doi.org/10.1108/JSM-03-2023-0100 [Google]
Alqhaiwi, Z. O., T. Koburtay and O. M. Karatepe (2023): Linking person–job fit and intrinsic motivation to salespeople’s service innovative behavior, Journal of Services Marketing, 37(3742), pp.1186-1200
Purpose: Drawing from conservation of resources (COR) and regulatory fit theories, this paper aims to propose and examine moderated mediation model of service innovative behavior among salespeople. Design/methodology/approach: The hypothesized links were gauged based on time-lagged and multiple sources of data collected from salespeople and their supervisors in a large-scale multi-brand retail firm. Findings: The hypothesized relationships were confirmed, and the moderated mediation model proposed in this paper was viable. Results suggest that person–job (P-J) fit boosts salespeople’s service innovative behavior, and intrinsic motivation (INTMOT) mediates this relationship. Promotion focus strengthens the positive influence of P-J fit on salespeople’s INTMOT. More importantly, promotion focus moderates the indirect positive link between P-J fit and service innovative behavior through INTMOT. Originality/value: This research enhances the current knowledge by assessing promotion focus as a moderator of the impact of P-J fit on service innovative behavior via INTMOT among salespeople. To the best of the authors’ knowledge, there is no established research examining the abovementioned links in the sales literature.
Link: http://dx.doi.org/10.1108/JSM-04-2023-0154 [Google]
Kim, H.-J. and S. M. Han (2023): Uncovering the reasons behind consumers’ shift from online to offline shopping, Journal of Services Marketing, 37(3743), pp.1201-1217
Purpose: This study aims to understand why consumers continue to visit physical stores despite the rise in mobile shopping and online channels. Mobile shopping has changed how consumers shop, allowing them to easily switch between channels. However, physical stores continue to remain significant because some consumers still prefer them, challenging the belief that online markets always surpass offline markets. To serve their needs effectively, retailers must understand the motivations and behaviors of shoppers in both channels. Therefore, this study aims to explore why people cross the online channel to offline by examining their dissatisfaction with online shopping, using E-SERVQUAL variables. Design/methodology/approach: This study uses a two-method approach that involves in-depth interviews to develop questions related to E-SERVQUAL variables and a survey to assess respondents’ likelihood of switching from online to offline. Data was collected from 203 participants. Findings: The results indicate that dissatisfaction with the timeliness and condition of online shopping services is a significant factor driving consumers to switch to physical stores. This challenges the notion that online markets always surpass offline markets, emphasizing the continued significance of physical stores in the retail landscape. Originality/value: This study recognizes the importance and relevance of physical stores in the retail environment while challenging the assumption that online markets always outperform brick-and-mortar markets. In terms of dissatisfaction and satisfaction, it is possible to identify under what circumstances dissatisfied consumers go from online to offline by considering the distribution channel migration phenomenon.
Link: http://dx.doi.org/10.1108/JSM-02-2023-0060 [Google]
Lavoye, V., J. Sipilä, J. Mero and A. Tarkiainen (2023): The emperor’s new clothes: self-explorative engagement in virtual try-on service experiences positively impacts brand outcomes, Journal of Services Marketing, 37(3744), pp.1-21
Purpose: Virtual try-on (VTO) technology offers an opportunity for fashion and beauty brands to provide enriched self-explorative experiences. The increased popularity of VTOs makes it urgent to understand the drivers and consequences of the exploration of styles in VTO contexts (herein called self-explorative engagement). Notably, little is known about the antecedent and outcomes of the personalized self-explorative experience central to VTOs. This paper aims to fill this knowledge gap. Design/methodology/approach: An online quasi-experiment (N = 500) was conducted in the context of fashion and beauty VTOs. Participants were asked to virtually try on sunglasses or lipsticks and subsequently answer a questionnaire measuring the key constructs: self-presence (i.e. physical similarity and identification), self-explorative engagement (i.e. exploration of styles in VTO context), brand cognitive processing and brand attitude. The authors analyze the data with structural equation modeling via maximum likelihood estimation in LISREL. Findings: The experience of self-presence during consumers’ use of VTOs in augmented reality environments has a positive effect on self-explorative engagement. Furthermore, a mediation analysis reveals that self-explorative engagement improves brand attitude via brand cognitive processing. The results are confirmed for two popular fashion and beauty brands. Originality/value: Grounded in extended self theory, to the best of the authors’ knowledge, this is the first study to show that a realistic VTO experience encourages self-extension via a process starting from the exploration of styles and results in increased brand cognitive processing and more positive brand attitudes. The exploration of styles is enabled by self-presence.
Link: http://dx.doi.org/10.1108/JSM-04-2022-0137 [Google]
Bouman, N. and L. Simonse (2023): How strategic design abilities address unmet value in service engagement strategies, Journal of Services Marketing, 37(3745), pp.22-34
Purpose: Engaging with customers and addressing unmet value have become increasingly challenging within multi-stakeholder environments of service innovation. Therefore, this paper aims to address this challenge by studying how strategic design abilities address unmet value in service engagement strategies. Design/methodology/approach: The authors conducted a qualitative inductive study at a multinational corporation and interviewed marketing and design professionals on their innovation practices in service engagement strategies. Findings: From the inductive analysis, this study identified three strategic design abilities that effectively contribute to addressing unmet value throughout the co-evolving process of service engagement: envisioning value, modelling value and engaging value. Based on this, this study proposes the emerging co-evolving loop framework of service engagement strategies. Research limitations/implications: The limitation of this emerging theory is a lack of broad generalizability with mutual exclusivity or collective exhaustiveness across industries. A theoretical implication of the framework is the integration of strategic design and services marketing towards co-created engagement strategies. Practical implications: The service engagement loop framework can be of great value to service innovation processes, for which an integrated, cross-functional approach is often missing. Social implications: The findings further suggest that next to a methodological skillset, strategic design abilities consist of a distinct mindset. Originality/value: This paper introduces strategic design abilities to address unmet value and proposes a novel co-evolving loop framework of service engagement strategies.
Link: http://dx.doi.org/10.1108/JSM-08-2022-0259 [Google]
Winell, E., J. Nilsson and E. Lundberg (2023): Customer engagement behaviors on physical and virtual engagement platforms, Journal of Services Marketing, 37(3746), pp.35-50
Purpose: This study aims to examine and compare the influence of the disposition to engage in engagement behaviors on physical and virtual engagement platforms, as well as the influence of these engagement behaviors on brand loyalty, value-in-use and word-of-mouth. Design/methodology/approach: Data were collected using a survey distributed to a random sample of 10,000 fans of five teams in the Swedish top-division of elite football. An exploratory factor analysis was performed to derive a distinction between prevalent platforms, scales were validated through a confirmatory factor analysis and structural equation modeling was used to test the research model. Findings: Customer disposition to engage with the sports team had a significant influence on customer engagement behaviors on both physical and virtual engagement platforms. However, engagement behaviors on virtual platforms were found to be more important than engagement behaviors on physical platforms for fostering brand loyalty and value-in-use. Practical implications: The results highlight the importance of engagement behaviors with a brand on virtual engagement platforms. Thus, brand managers should prioritize their presence on social media to generate the positive outcomes of customer engagement behaviors. Originality/value: By examining the effects of customer engagement behaviors on both physical and virtual engagement platforms, this study provides new insights to the emerging customer engagement literature.
Link: http://dx.doi.org/10.1108/JSM-03-2023-0084 [Google]
Deng, Y., C. S. Tang, W. Wang and O. S. Yoo (2023): Can Third-Party Sellers Benefit from a Platform’s Entry to the Market?, Service Science, 15(3747), pp.233-249
Because of the informational advantage of online marketplaces (i.e., platforms), it is a common belief that a platform?s market entry will be detrimental to third-party sellers who sell similar products on the platform. To examine the validity of this belief, we conduct an exploratory analysis using the sales data for a single product category provided by JD.com for the month of March 2018. Our analysis reveals an unexpected result. Upon the platform?s entry, third-party sellers who sell similar products can afford to charge a higher price, obtain a higher demand, and earn a higher profit. To provide a plausible explanation for this unexpected exploratory result, we develop a duopoly model that incorporates the changing competitive dynamic before and after the platform?s entry. Specifically, before entry, the platform earns a commission (based on the seller?s revenue), whereas the seller sets its retail price as a monopoly. After entry, the platform earns a profit generated by its direct sales in addition to the commission from the seller. In addition, the seller and the platform operate in a duopoly and engage in a sequential game. By examining the equilibrium outcomes associated with this sequential game, we identify conditions under which the platform?s entry can create a win-win situation for both parties. Specifically, these conditions hold when the platform?s market potential is moderate and when the platform?s entry creates a sufficiently high spillover effect on the seller, providing a plausible explanation for our empirical finding that the seller can benefit from a platform?s entry.Funding: W. Wang acknowledges the financial support from the National Natural Science Foundation of China [Grant 72173019], the Beijing Social Science Foundation [Grant 20JJA004], the Chinese Ministry of Education Research Funds on Humanities and Social Sciences [Grant 21YJA790056], and the Excellent Young Scholar Funds of UIBE [Grant 19YQ17].
Link: http://dx.doi.org/10.1287/serv.2023.0324 [Google]
Roels, G., A. Khodabakhshian and U. S. Karmarkar (2023): Competitive Bundling and Offer Design in a Symmetric Bertrand Duopoly, Service Science, 15(3748), pp.250-265
How should digital service firms design and bundle their offering to capture a large market while seeking differentiation from competition? To answer this question, we consider the most generic model of competition, namely, two symmetric firms competing on price with regard to two (independent or complementary) components with an arbitrary distribution of valuations, without restrictions on their product offering. We show that three outcomes emerge in equilibrium, namely, a full-mixed bundling monopoly, a full-mixed bundling competitive duopoly leading to a price war, and a pure or partial-mixed bundling differentiated duopoly yielding positive profits for both firms. The latter equilibrium is the most plausible because it is the only one that is both trembling-hand perfect and not payoff dominated. We demonstrate the benefits of bundling under competition, thereby explaining the online platforms? motivation for and success in expanding their offering horizontally. Yet not all products may be offered in equilibrium to avoid direct or indirect competition; hence, competition may lead to a narrower range of products available than a monopoly. Is bundling anticompetitive? It is a double-edged sword. On the one hand, it softens price competition by allowing firms to differentiate their offering. On the other hand, it stimulates competition by creating some product overlap.
Link: http://dx.doi.org/10.1287/serv.2023.0325 [Google]
Junqué de Fortuny, E. and Y. Zhang (2023): Exploring the New Frontier: Decentralized Financial Services, Service Science, 15(3749), pp.266-282
Decentralized Finance (DeFi) marks a transformative shift in financial services, harnessing the power of distributed ledger and smart contract technologies. Despite only five years of development, DeFi has rapidly matured, pioneering state-of-the-art financial products, a stratified ecosystem, and a myriad of innovative vertical and horizontal protocol integrations. Its distinctive characteristics establish DeFi as a crucible for innovation, carrying potential to spur advancements across various service sectors. However, the research community has yet to fully explore this burgeoning field. In this manuscript, we navigate the complexities of this emerging service system, analyzing 362 notable Ethereum-based DeFi initiatives. Our study reveals a robust and dynamic growth trajectory, the advent of a multi-tiered ecosystem, and a sophisticated network of primary market investors. We conclude by highlighting promising avenues for future exploration in DeFi and service system research.
Link: http://dx.doi.org/10.1287/serv.2021.0048 [Google]
Chen, W., C.-L. Tseng and C. Tseng (2023): The Impact of Healthcare Delivery Complexity on Practices for Clinical Quality Improvement: A Case of Healthcare Workers’ Hand Hygiene Compliance, Service Science, 15(3750), pp.283-301
Healthcare providers often implement quality improvement (QI) practices to improve clinical quality, which may be measured as the extent to which healthcare workers (HCWs) comply with standardized procedures designed for ensuring patient safety. Unfortunately, the effectiveness of QI practices to improve clinical quality varies from facility to facility because of healthcare delivery complexity. In this paper, we consider the contextual complexity and the provider complexity arising from healthcare delivery processes, and we propose an exploratory study based on discrete choice experiments to examine their roles in the relationship between QI practices and clinical quality. By collecting and analyzing data from 320 HCWs at a university hospital in Taiwan, we found that healthcare delivery complexity significantly moderated the effectiveness of QI practices and how they improved clinical quality. We found that the contextual complexity influenced the level of effectiveness of the QI practices, whereas the provider complexity influenced whether a QI practice may be effective or not. We also studied the effect of implementing multiple QI practices simultaneously to counter the provider complexity. We found that implementing more QI practices does not necessarily lead to better outcomes, but implementing the right ones would. Our findings provide healthcare facilities with ex ante insights for designing QI practices to improve clinical quality.Funding: W. Chen was supported by the National Natural Science Foundation of China [Grant 71902017], and C.-L. Tseng was supported by the University of New South Wales UNOVA Knowledge Hub.Supplemental Material: The online appendix is available at https://doi.org/10.1287/serv.2023.0323.
Link: http://dx.doi.org/10.1287/serv.2023.0323 [Google]
Fernandes, T. and M. A. d. Matos (2023): Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes, Journal of Service Theory and Practice, 33(3751), pp.1-27
Purpose Non-profit organizations (NPO) contribute significantly to the welfare of citizens and communities. Engagement in volunteering is crucial for sustaining volunteer motivation and for the effective and efficient functioning of NPO, with significant implications for society at large. Yet, literature on volunteer engagement (VE) is limited to date. Grounded on service-dominant logic, self-congruity theory and self-determination theory, this study aims to understand what motivates VE and how it may evolve into a co-creation process valuable to NPO and its stakeholders. Design/methodology/approach Based on survey data collected from 450 volunteers, working with a diverse set of NPO, a comprehensive model of drivers and outcomes of VE was empirically tested using PLS-SEM, considering the mediating role of volunteers’ congruence with the core values of the NPO. Findings The impact of volunteers’ perceived autonomy, competence and relatedness on VE and its subsequent role in volunteers’ loyalty and extra-role engagement behaviors (i.e. co-development, influencing and mobilizing behaviors) were validated. Moreover, the study validates value congruence as an internalizing mediating mechanism in the engagement process, a role that has been implied but not empirically tested. Originality/value The study contributes to the engagement and volunteering literature, which despite an unprecedented parallel have developed almost independently, with limited reference to one another. As the nomological network of VE is still underexplored, the study extends the engagement literature to the volunteering sector, validating the key (but underexplored) role of self-determination needs and value congruence in driving VE and value co-creation behaviors. The study further adds to engagement research while addressing other actors’ engagement beyond the customer–brand dyad. While adopting a seldom explored marketing perspective of VE, this study provides NPO valuable insights on how to manage and engage volunteers.
Link: http://dx.doi.org/10.1108/JSTP-09-2022-0215 [Google]
Shirahada, K. and A. Wilson (2023): Well-being creation by senior volunteers in a service provider context, Journal of Service Theory and Practice, 33(3752), pp.28-51
Purpose Given the importance of senior volunteers in an ageing society, this study aims to deepen the understanding of how seniors create well-being by volunteering as service providers in terms of motivations for volunteer participation and value co-creation/co-destruction in service provision. Design/methodology/approach Focussing on senior volunteers acting as service providers in the tourism sector, this study conducted a programme of qualitative research with 15 senior volunteer tour guides in Japan and the UK through the purposive sampling method. The data were analysed by the Gioia method to identify data structure and create a conceptual model. Findings Seniors start with a mixture of different motivations, not only symbolic and health ones. However, after a certain period of training, they become more aware of their volunteer role as service providers and may strive to maximise the benefits to their clients. The overall performance of such a role supports their well-being. They may also experience episodes of value co-destruction; such negative experiences may be overcome by building good relationships with their colleagues in the organisation. Practical implications The paper identifies organisational support ideas for senior service provider volunteers aimed at overcoming negative experiences and achieving well-being, in terms of training and improved communication between organisation members. Originality/value This study contributes to the transformative service research literature by constructing a model to showcase the relationship amongst expectations of volunteering as a service provider, service delivery and well-being creation. This paper also discusses the positive and negative effects of volunteer service delivery on senior volunteers’ well-being.
Link: http://dx.doi.org/10.1108/JSTP-07-2022-0137 [Google]
Söderlund, M. (2023): Service robots and artificial morality: an examination of robot behavior that violates human privacy, Journal of Service Theory and Practice, 33(3753), pp.52-72
Purpose Service robots are expected to become increasingly common, but the ways in which they can move around in an environment with humans, collect and store data about humans and share such data produce a potential for privacy violations. In human-to-human contexts, such violations are transgression of norms to which humans typically react negatively. This study examines if similar reactions occur when the transgressor is a robot. The main dependent variable was the overall evaluation of the robot. Design/methodology/approach Service robot privacy violations were manipulated in a between-subjects experiment in which a human user interacted with an embodied humanoid robot in an office environment. Findings The results show that the robot’s violations of human privacy attenuated the overall evaluation of the robot and that this effect was sequentially mediated by perceived robot morality and perceived robot humanness. Given that a similar reaction pattern would be expected when humans violate other humans’ privacy, the present study offers evidence in support of the notion that humanlike non-humans can elicit responses similar to those elicited by real humans. Practical implications The results imply that designers of service robots and managers in firms using such robots for providing service to employees should be concerned with restricting the potential for robots’ privacy violation activities if the goal is to increase the acceptance of service robots in the habitat of humans. Originality/value To date, few empirical studies have examined reactions to service robots that violate privacy norms.
Link: http://dx.doi.org/10.1108/JSTP-09-2022-0196 [Google]
Kron, N., J. Björkman, P. Ek, M. Pihlgren, H. Mazraeh, B. Berggren and P. Sörqvist (2023): The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects, Journal of Service Theory and Practice, 33(3754), pp.73-93
Purpose Previous research suggests that the compensation offered to customers after a service failure has to be substantial to make customer satisfaction surpass that of an error-free service. However, with the right service recovery strategy, it might be possible to reduce compensation size while maintaining happy customers. The aim of the current study is to test whether an anchoring technique can be used to achieve this goal. Design/methodology/approach After experiencing a service failure, participants were told that there is a standard size of the compensation for service failures. The size of this standard was different depending on condition. Thereafter, participants were asked how much they would demand to be satisfied with their customer experience. Findings The compensation demand was relatively high on average (1,000–1,400 SEK, ≈ $120). However, telling the participants that customers typically receive 200 SEK as compensation reduced their demand to about 800 SEK (Experiment 1)—an anchoring effect. Moreover, a precise anchoring point (a typical compensation of 247 SEK) generated a lower demand than rounded anchoring points, even when the rounded anchoring point was lower (200 SEK) than the precise counterpart (Experiment 2)—a precision effect. Implications/value Setting a low compensation standard—yet allowing customers to actually receive compensations above the standard—can make customers more satisfied while also saving resources in demand-what-you-want service recovery situations, in particular when the compensation standard is a precise value.
Link: http://dx.doi.org/10.1108/JSTP-02-2023-0029 [Google]
Sahhar, Y., R. Loohuis and J. Henseler (2023): GraphEx: visualizing and managing customer experience in its multidimensionality, Journal of Service Theory and Practice, 33(3755), pp.94-115
Purpose Customer experience has become a vital premise in service theory and practice. Despite researchers’ and managers’ growing interest, the customer experience remains a complex and multidimensional concept that is challenging for service providers to understand. This study aims to graph the experience in its multidimensionality by categorizing and proposing matching practices for service marketing managers to channel and foster customer experiences in customer journeys. Design/methodology/approach To support the predominantly conceptual nature of the study, an abductive approach underpinned by the authors’ vast experience in academia and practice, real-life autohermeneutic phenomenological experience tales and theory on customer experience and its management by providers is deployed to craft a model that addresses and highlights the multidimensionality of experience. Findings This study introduces the “GraphEx” (Graph Experience) hip-pocket model, which expresses customer experience in a simple yet multidimensional fashion and offers managerial practices to foster the customer’s experience. The model contains three dimensions (valence, type of experience and visceral intensity) and five managerial practices (urgent patchwork, restoring, activating and stimulating desire, bolstering and safeguarding appreciation). Originality/value This study contributes to the service literature by creating granularity in the multidimensionality of customer experience. This study advances customer experience management in practice by providing service managers with novel possibilities for understanding and managing customer experiences intelligently. This can help service providers streamline and innovate customer experience strategies during customer journeys and foster customer loyalty.
Link: http://dx.doi.org/10.1108/JSTP-03-2023-0077 [Google]
