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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Fricke, A., N. Pieper and D. M. Woisetschläger (2024): Smartness unleashed: a multilevel model for understanding consumers’ perceptions and adoption across a myriad of smart offerings, Journal of Service Theory and Practice, 34(3817), pp.163-190
Purpose Consumers’ perceptions of product intelligence affect their willingness to accept smart offerings. This paper explores how people perceive various smart products based on their smartness profiles, composed of five distinct smartness facets. Additionally, the study investigates how these perceptions of product intelligence impact consumers’ evaluation of factors that either promote or impede the adoption of smart products. These factors are examined as potential mediators in the adoption process. This paper aims to determine if the value-based adoption model can be applied to a broad range of smart service systems. Design/methodology/approach Consumers assessed one of 28 smart products in a scenario-based quantitative study. Multilevel structural equation modeling (SEM) is used to test the conceptual model, taking the nested data structure into account. Findings The findings show that product smartness essentially enhances usage intention via adoption drivers (enjoyment and usefulness) and reduces usage intention via adoption barriers (intrusiveness). In particular, the ability to interact in a humanlike manner increases the benefits consumers perceive, which in turn increases consumer acceptance. Only the smartness characteristic of awareness impairs usage intention, mediated by the perceived benefits of enjoyment and usefulness. Originality/value In contrast to previous research, which usually focuses on single smart products, this work examines a variety of different products, which allows for better transferability of the results to other smart offerings. Furthermore, prior research has mainly focused on single facets of product smartness or researched smartness on an aggregated level. By considering the consumer perception of each smartness facet, the authors gain deeper insights into the perceptual differences regarding product smartness and how this affects technology adoption via conflicting key acceptance drivers and barriers.
Link: http://dx.doi.org/10.1108/JSTP-12-2022-0269 [Google]
Ghazinoory, S., M. Shirkhodaie and M. Pahlavanian (2024): Typology of the transition path to fintech: multi-level comparative analysis, Journal of Service Theory and Practice, 34(3818), pp.270-294
Purpose Fintechs are expected to develop rapidly as technologies that help improve the efficiency of the traditional financial system, but an examination of fintech subbranches shows different behaviors. In some sub-branches, the transition has been accompanied by a higher speed and more success, but in some other sub-branches, the opposite has been observed. The difference in the development of fintech sub-branches and its reasons have been paid less attention. Therefore, this article aims to identify the factors affecting the transition. Design/methodology/approach The use of new technologies in financial services at the international level has led to the provision of fast, customized and economical services, and the fact that these services are welcomed by the users has created opportunities for fintech’s transition. This qualitative research follows the socio-technical phenomenon of fintech transition through narrative research. For its formulation, the transition process of fintech sub-branches was analyzed based on the multi-level analytical framework and Geels et al.’s transition path theory. Findings Transition is a change from one socio-technical regime to another. The findings of the research showed that these changes are influenced by the following factors: provision of infrastructure, the support of industry incumbents from innovative financial services, policy-making, citizen’s welcoming, improving the knowledge and expertise of actors, legal adjustments as well as provision of innovative services. Originality/value The fintech transition has a special nature because the speed of developments in fintech is high and there is a series of innovations that are continuously replaced by subsequent innovations. Existing models have often focused on the long-term transition of a technology. This article presents a new approach for the analysis of changes in the short term in such a way that, based on the position of the actors in favor of or against the technological changes and institutional changes of the transition, it has analyzed and identified the factors affecting the transition. By focusing on these factors, policymakers can direct the way of fintech transition and help accelerate and facilitate fintech transition.
Link: http://dx.doi.org/10.1108/JSTP-08-2022-0180 [Google]
Ranieri, A., I. Di Bernardo and C. Mele (2024): Serving customers through chatbots: positive and negative effects on customer experience, Journal of Service Theory and Practice, 34(3819), pp.191-215
Purpose Service research offering a view of both the dark and bright sides of smart technology remains scarce. This paper embraces a critical perspective and examines the conflicting outcomes of smart services on the customer experience (CX), with a specific focus on chatbots. Design/methodology/approach This study uses empirical research methods to examine a single case study where an online retail service provider implemented a chatbot for customer service. Using discourse analysis, we analysed 7,167 conversations between customers and the chatbot over a two-year period. Findings The analysis identifies seven general themes related to the effects of the chatbot on CX: interaction quality, information gathering, procedure literacy, task achievement, digital trust, shopping stress and shopping journey. We illuminate both positive (i.e. having a pleasant interaction, providing information, knowing procedures, improving tasks, increasing trust, reducing stress and completing the journey) and negative outcomes (i.e. having an unpleasant interaction, increasing confusion, ignoring procedures, worsening tasks, reducing trust, increasing stress and abandoning the journey). Originality/value The paper develops a comprehensive framework to offer a clearer view of chatbots as smart services in customer care. It delves into the conflicting effects of chatbots on CX by examining them through relational, cognitive, affective and behavioural dimensions.
Link: http://dx.doi.org/10.1108/JSTP-01-2023-0015 [Google]
Sharma, Y. and R. Sijariya (2024): Uncovering the trends and developments in subscription business models through bibliometric analysis, Journal of Service Theory and Practice, 34(3820), pp.242-269
Purpose The purpose of this study is to examine the trends and developments of subscription business models (SBMs) over the past two decades. Design/methodology/approach The study extracted 469 documents (articles and reviews) from the Scopus database during 2000–2022 and analysed 132 documents (articles and reviews). A bibliometric methodology of scientific mapping was employed, including a cluster analysis based on the bibliographic coupling of documents. Content analysis was also conducted to reveal emerging trends in SBMs. Findings The study revealed six emerging themes in SBMs related to consumer behaviour, digital advertising, online news media, journal publications, circular economy and sustainability strategies. Originality/value The results of this study provide new and unique insights into the development and trends of SBMs over the past two decades and offer guidance for future researchers to investigate further the phenomenon of SBMs in emerging areas.
Link: http://dx.doi.org/10.1108/JSTP-02-2023-0054 [Google]
Shieh, C.-H., I. L. Ling and Y.-F. Liu (2024): The role of privacy-related factors in consumer perceptions of smart advertising, Journal of Service Theory and Practice, 34(3821), pp.216-241
Purpose As a smart service, location-based advertising (LBA) integrates advanced technologies to deliver personalized messages based on a user’s real-time geographic location and needs. However, research has shown that privacy concerns threaten the diffusion of LBA. This research investigates how privacy-related factors (i.e. LBA type, privacy self-efficacy (PSE) and consumer generation) impact consumers’ value-in-use and their intention to use LBA. Design/methodology/approach This study developed and examined an LBA value-in-use framework that integrates the role of LBA type, consumers’ PSE and consumer generation into the technology acceptance model (TAM). Data were collected through two experiments in the field with a total of 374 consumers. The proposed relationships were tested using PROCESS modeling. Findings The results reveal that pull (vs push) LBA causes higher value-in-use in terms of perceived usefulness and perceived ease of use, leading to greater usage intention. Further, the differences in the mediated relationship between pull- and push-LBA are larger among consumers of low PSE (vs high PSE) and Generation Z (vs other generations). The findings suggest that the consumer value-in-use brought about by LBA diminishes when using push-LBA for low PSE and Generation Z consumers. Originality/value This research is the first to integrate the privacy-related interactions of LBA type and consumer characteristics into TAM to develop a TAM-based LBA value-in-use framework. This study contributes to the literature on service value-in-use, smart services and LBA by clarifying the boundary conditions that determine the effectiveness of LBA in enhancing consumers’ value-in-use.
Link: http://dx.doi.org/10.1108/JSTP-11-2022-0252 [Google]
Verleye, K. and S. Holvoet (2024): Organizational practices to co-create value with family members engaged in service journeys of their loved ones, Journal of Service Theory and Practice, 34(3822), pp.319-340
Purpose The aim of this research is to provide insight into how organizations can co-create value with family members engaged in service journeys of customers experiencing vulnerabilities, thereby paying attention to their organizational practices (i.e. recursive or routinized patterns of organizational actions and behaviors). Design/methodology/approach To investigate, this research relies upon a multiple case study in a group of nursing homes in Flanders that had the ambition to engage family members in service journeys of their loved ones while measuring their value perceptions as a performance indicator (here, satisfaction with nursing home services). Findings The case evidence shows that nursing homes co-create value with family members through caring practices that focus on their role as secondary customers (i.e. welcoming, connecting and embedding) and empowering practices that focus on their role as partial employees (i.e. teaming up, informing and listening practices). However, the way in which the different caring and empowering practices are enacted by the nursing home and its staff affects their value co-creation potential. Originality/value By focusing on the practices with which organizations can co-create value with family members engaged in service journeys of their loved ones, this research bridges the service literature with its attention for value co-creation practices and the literature on customers experiencing vulnerabilities with its focus on extended customer entities.
Link: http://dx.doi.org/10.1108/JSTP-09-2022-0193 [Google]
Zimbatu, A. and S. Whyte (2024): What’s love got to do with it? Exploring the role of universities and third places in supporting human mate choice, Journal of Service Theory and Practice, 34(3823), pp.295-318
Purpose The growing cost and difficulty related to “finding someone” suggests that the role of service organisations in explicitly supporting and designing opportunities for love between customers merits further attention. This study employs a multidisciplinary approach of both services marketing and the economics of mate choice to understand how service organisations can exercise the third place effect and facilitate human mate choice (love) opportunities for consumers in extended service encounters. Design/methodology/approach Three qualitative co-design workshops were conducted with actors (students, casual and professional staff) from the Australian university ecosystem (n = 36) to identify consumer expectations related to mate selection in third place service contexts. A quantitative online survey of (n = 1207) current Australian university students was used to rank the importance of core and enhancing service elements. Findings The authors find that love holds a status in the minds of some consumers as an implicitly expected by-product of participation within the core service consumption experience in third places. For service providers to facilitate mate choice opportunities in third places, the results suggest that the design of the connective mechanism(s) should maximise opportunities for informal consumer-to-consumer interaction to allow prospective partners to ascertain compatibility. Further, consumers expect the organisational facilitation of engagement in order to clarify expected etiquette and support goal congruence. In the tertiary education marketplace for love, there is an increased preference for interpersonal engagement by those studying on campus (compared to externally), and a positive relationship between duration of enrolment and increased priority for mate choice service provision. Originality/value This research makes a novel theoretical and empirical contribution by being the first exploration of the economics of third place love in the tertiary education sector, also being a research primer for the field of services marketing to consider service design in third places to support mate choice.
Link: http://dx.doi.org/10.1108/JSTP-02-2023-0043 [Google]
Fisk, R. P., S. Kabadayi, K. Sidaoui and R. H. Tsiotsou (2024): SDG commentary: collaboration services for sustainable development goal (SDG) partnerships, Journal of Services Marketing, 38(3824), pp.238-246
Purpose: The purpose of this commentary is to complete the synthesis of the United Nations 17 Sustainable Development Goals (SDGs) into Seven Commentaries on Service Research Themes developed by ServCollab and the Journal of Services Marketing. As an approach to achieving SDG #17, ServCollab’s collaborative logic and design perspective for collaboration services for sustainable development partnerships are presented. Design/methodology/approach: Collaboration is ServCollab’s Service Research Theme #7, which reframes the UN SDG meta goal #17 of Partnerships. In prior ServCollab research, four possible human interactions were identified: conflict, competition, cooperation and collaboration. Only the shared purpose of collaboration enables elevating the human experience. Findings: The authors found no published service research that studied SDG #17, which means there are huge opportunities for service research on the role of collaboration in service systems. The alignment between the UN SDGs and ServCollab’s goals is explored. A research agenda for service research and SDG goals was proposed for collaborative communications, collaborative technologies and collaborative projects. Practical implications: Practical ideas are offered for serving humanity through collaboration. Collaborations are the only practical solutions to humanity’s myriad sustainable development problems. Social implications: When the United Nations developed its first 16 SDGs, they knew that accomplishing these goals required complex collaborations. That is why SDG #17 is Partnerships. ServCollab’s serving humanity logic applies collaboration to all social settings (large or small) where working together can sustain and regenerate the service ecosystem of Planet Earth. Originality/value: This commentary describes a unique approach to building collaborative capacity for conducting service research projects for sustaining and regenerating the service ecosystem of Planet Earth.
Link: http://dx.doi.org/10.1108/JSM-09-2023-0363 [Google]
Gordon, R. and J. Vink (2024): SDG commentary: services from institutions that offer fair and sustainable living for all humans, Journal of Services Marketing, 38(3825), pp.217-226
Purpose: The purpose of this commentary is to present a critically constructive examination of the contribution of service research to the development of services from institutions that offer fair and sustainable living for all humans. Design/methodology/approach: The authors draw upon critical thinking and critical social theory to problematise the neoliberal agenda (e.g. marketisation and privatisation) that shapes the service ecosystems within which the sustainable development goals (SDGs) and service research relating to SDG11 – sustainable cities and communities – and SDG16 – peace, justice and strong institutions – are often based. The authors critically review extant literature aimed at these goals and present constructive pathways for transformative social change to foster fair and sustainable living for all. Findings: The authors find that the United Nations institutions, the SDGs and the service ecosystems that shape the research and practice addressing SDG11 and SDG16 are often grounded in neoliberal capitalist ideology that may inhibit transformative change. While service research has made some relevant and important contributions to support the development of services from institutions that offer fair and sustainable living, there is a need to consider alternative assumptions upon which service research and service design can be based to fully realise such transformative goals. Originality/value: This commentary encourages service research scholars to engage with critically constructive perspectives that harness critique for transformative change.
Link: http://dx.doi.org/10.1108/JSM-05-2023-0182 [Google]
Hammedi, W., J. Parkinson and L. Patrício (2024): SDG commentary: services that enable well-being of the human species, Journal of Services Marketing, 38(3826), pp.153-163
Purpose: The purpose of this paper is to explore the challenges, interplay and potential directions for future service research to address the first three Sustainable Development Goals (SDGs) of no poverty, zero hunger and good health and well-being. Design/methodology/approach: This commentary examines how service research has addressed these SDGs in the literature, and through the development of a theory of change, the authors propose an agenda for service research going beyond serving, to enabling and transforming service systems, expanding the current focus on individual to community and population well-being through promotion and prevention. Findings: Service research has increasingly advocated human-centered approaches but requires a shift towards an all of humanity perspective. Individual and collective well-being have gained attention in service research, emphasizing the importance of considering collective well-being. Research limitations/implications: The commentary underscores the need for a comprehensive approach to develop services that contribute to the well-being of the human species. It calls for research that transcends dyadic interactions, considers systemic dynamics and broadens the focus from individual to collective and population well-being. Social implications: This paper discusses important societal issues of poverty, hunger and good health and well-being and the need for integrated and ecosystem approaches to develop equitable and sustainable solutions for collective well-being. Originality/value: While SDGs 1, 2 and 3 address individual goals, they collectively underpin the well-being of communities and societies.
Link: http://dx.doi.org/10.1108/JSM-09-2023-0324 [Google]
Raciti, M. M., L. Alkire and A. Beatson (2024): SDG commentary: services that provide opportunity for all humans, Journal of Services Marketing, 38(3827), pp.164-171
Purpose: This paper is part of the Special Issue series Improving Life on Planet Earth – A Call to Action for Service Research to Achieve the Sustainable Development Goals (SDG). This paper aims to provide the groundwork for Service Research Theme 2 – services that provide OPPORTUNITY for all humans. Service Research Theme 2 comprises SDG4, quality education; SDG5, gender equality; and SDG10, reduced inequalities and seeks to mobilize ServCollab’s aspirations to reduce human suffering, improve human well-being and enable well-becoming. Design/methodology/approach: A scoping review appraising existing service research related to SDG4, SDG5 and SDG10 was conducted, establishing interlinkages, identifying patterns within each SDG and then assembling a research agenda for service researchers. Findings: The scoping review identifies 18 patterns in service research (six patterns per SDG) pertaining to Service Research Theme 2. Common patterns among the SDG4, SDG5 and SDG10 included underrepresentation, consumer-centricity, the absence of explicit SDG linkages, the predominance of one theoretical anchor and the preference for quantitative studies, particularly surveys. Overall, the scoping review found that service research related to Service Research Theme 2 is patchy in that it is overdeveloped in some topics, methodologies and methods yet underdeveloped or silent in others. Originality/value: The high-level research problem of Service Research Theme 2 is as follows: How have services provided OPPORTUNITY for all humans? This paper analyzes patterns in service research and, from these patterns, assembles a research agenda that sparks and guides further research.
Link: http://dx.doi.org/10.1108/JSM-04-2023-0125 [Google]
Russell-Bennett, R., M. J. Polonsky and R. P. Fisk (2024): SDG commentary: services that sustainably manage resources for all humans-the regenerative service economy framework, Journal of Services Marketing, 38(3828), pp.172-189
Purpose: The purpose of this paper is to propose a new service framework for managing nature and physical resources that balances the needs of people and planet. Design/methodology/approach: The process used in this paper was a rapid literature review and content analysis of 202 articles in service journals and learned that there are limited papers on Sustainable Development Goal (SDG) #6 (clean water and sanitation) or SDG #7 (affordable and clean energy) and very few articles on SDG #12 (responsible production and consumption) that focused on environmental components of services. This highlighted the need to conceptualise a service framework for managing these resources sustainably. Findings: The proposed regenerative service economy framework for managing natural and physical resources for all humans (without harming the planet) reflects insights from analysing the available service articles. The framework draws on the circular economy, an Indigenous wholistic framework and service thinking to conceptualise how service research can manage natural and physical resources in ways that serve both people and the planet. Originality/value: This paper introduces the regenerative service economy framework to the service literature as an approach for guiding service researchers and managers in sustainably managing natural and physical resources in a sustainable way.
Link: http://dx.doi.org/10.1108/JSM-09-2023-0327 [Google]
Russell-Bennett, R., M. S. Rosenbaum, R. P. Fisk and M. M. Raciti (2024): SDG editorial: improving life on planet earth – a call to action for service research to achieve the sustainable development goals (SDGs), Journal of Services Marketing, 38(3829), pp.145-152
Purpose: This editorial aims to organise the 17 United Nations Sustainable Development Goals (SDGs) into seven ServCollab service research themes to provide a way forward for service research that improves human and planetary life. Design/methodology/approach: A conceptual approach is used that draws on observations from the scholarly experience of the editors. Findings: This editorial offers seven research themes for service researchers: services that enable the WELL-BEING of the human species; services that provide OPPORTUNITY for all humans; services that manage RESOURCES for all humans; ECONOMIC services for work and growth for all humans; services from INSTITUTIONS that offer fair and sustainable living for all humans; service ecosystems with the PLANET; and COLLABORATION services for sustainable development partnerships. Practical implications: Service scholars are urged to pursue collaborative research that reduces suffering, improves well-being and enables well-becoming for the sustainability and prosperity of Planet Earth. Originality/value: This editorial provides service scholars with a new framework synthesising the SDGs into research themes that help focus further service research.
Link: http://dx.doi.org/10.1108/JSM-11-2023-0425 [Google]
Subramony, M. and M. S. Rosenbaum (2024): SDG commentary: economic services for work and growth for all humans, Journal of Services Marketing, 38(3830), pp.190-216
Purpose: The purpose of this study is to address United Nations’ sustainable development goals (SDGs) 8 and 9 from a service perspective. SDG 8 is a call to improve the dignity of service work by enhancing wages, working conditions and development opportunities while SDG 9 calls upon nations to construct resilient infrastructures, promote inclusivity and sustainability and foster innovation. Design/methodology/approach: This study uses a bibliometric review to extract important themes from a variety of scholarly journals. Findings: Researchers tend to investigate policy-level topics, such as national and international standards related to working conditions, while ignoring the experiences or well-being of workers occupying marginalized and low-opportunity roles in service organizations. Service researchers, educators and practitioners must collaborate to improve the state of service industries by conducting participatory action research, promoting grassroots organizing/advocacy, implementing digitized customer service and addressing workforce soft skills deficiencies. Research limitations/implications: The authors consider how service work can be transformed into respectable employment and present four specific ways nations can enhance their service industries. Practical implications: Economic planners can view SDGs 8 and 9 as a framework for understanding and promoting the well-being of service employees and accelerating the productivity and innovation levels of the service sector. Originality/value: The United Nations’ SDGs are examined from a services perspective, which increases their significance in service-dominated economies.
Link: http://dx.doi.org/10.1108/JSM-05-2023-0201 [Google]
Teixeira, J. G., A. S. Gallan and H. N. Wilson (2024): SDG commentary: service ecosystems with the planet – weaving the environmental SDGs with human services, Journal of Services Marketing, 38(3831), pp.227-237
Purpose: Humanity and all life depend on the natural environment of Planet Earth, and that environment is in acute crisis across land, sea and air. One of a set of commentaries on how service can address the UN’s sustainable development goals (SDGs), the authors focus on environmental goals SDG 13 (climate action), SDG 14 (life below water) and SDG 15 (life on land). This paper aims to propose a conceptual framework that incorporates the natural environment into transformative services. Design/methodology/approach: The authors trace the evolution of service thinking about the natural environment, from a stewardship perspective of the environment as a set of resources to be managed, through an acknowledgement of nonhuman organisms as actors that can participate in service exchange, towards an emergent concept of ecosystems as integrating human social actors and other biological actors who engage fully in value co-creation. Findings: The authors derive a framework integrating human and other life forms as co-creating actors, drawing on shared natural resources to achieve mutualism, where each actor can have a net benefit from the relationship. Future research questions are posited that may help services research address SDGs 13–15. Originality/value: The framework integrates ideas from environmental ecosystem literature to inform the nature of ecosystems. By integrating environmental actors and ecological insights into the understanding of service ecosystems, service scholars are well placed to make unique contributions to the global challenge of creating a sustainable future.
Link: http://dx.doi.org/10.1108/JSM-04-2023-0158 [Google]
Belanche, D., R. W. Belk, L. V. Casaló and C. Flavián (2024): The dark side of artificial intelligence in services, Service Industries Journal, 44(3832), pp.149-172
Artificial intelligence (AI) initiatives, including Generative AI, are being increasingly implemented in service industries, and are having a great impact on service operations and on customers’ reactions and behaviors. Previous literature is overoptimistic about AI implementation, and there is still a need to explore the dark side of this technology; that is, its potential negative impacts on consumers, businesses, and society, as well as the moral concerns associated with AI use in services. To establish some fundamental insights related to this research domain, this paper contributes to previous AI based-services literature by proposing a three-part conceptual model inspired by Belanche et al. (2020a), comprised of AI design, customers, and the service encounter. Specifically, we identify key factors and research gaps within each category that need to be addressed. The final research questions provide a research agenda to guide scholars and help practitioners implement AI-based services while avoiding their potential negative outcomes.
Link: http://dx.doi.org/10.1080/02642069.2024.2305451 [Google]
Karrani, M. A., S. Bani-Melhem and F. Mohd-Shamsudin (2024): Employee quiet quitting behaviours: conceptualization, measure development, and validation, Service Industries Journal, 44(3833), pp.218-236
The prevalence and harmful impact of employee quiet quitting behaviours in organizational settings call for more research, yet the lack of understanding, conceptualization, and tailored measures hinder progress in addressing this issue effectively. To fill this gap, this study utilized a multiphase process to conceptualize and develop a measure of employee quiet quitting behaviours that is applicable in organizational settings. Using three samples from service organizations, we developed a reliable scale called the Quiet Quitting Scale (QQS), with a unidimensional factor structure replicated across three separate samples. The scale exhibits both convergent and discriminant validity, and criterion-related validity is demonstrated through the scale’s relation with employee disengagement, dissatisfaction, job stress and work alienation. Overall, the QQS is found to be a reliable and valid measure, while the quiet quitting construct offers important theoretical and practical implications. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2286604 [Google]
Kenar, G. and M. Yeşiltaş (2024): Service-oriented high performance human resource practices and proactive work behavior: A moderated mediation model, Service Industries Journal, 44(3834), pp.237-264
Service-oriented high-performance human resource practices are a very useful tool for ensuring service quality in the hospitality and tourism industry. Based on the social exchange theory, social learning theory, and the human resource management-performance model, this study investigates how and when service-oriented high-performance human resource practices influence positive employee behaviors. The purpose of this study is to investigate the role of service-oriented high-performance human resource practices on proactive work behavior. The study further investigates the mediating role of service orientation and the moderating role of service leadership in this relationship. Data were analyzed using PROCESS macro. The results of the study revealed that service-oriented high-performance human resource practices directly trigger proactive work behavior, and service orientation has a mediating role in this relationship. Furthermore, service leadership has a moderated mediation role in the effect of service-oriented high-performance human resource practices on proactive work behavior through service orientation. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2261857 [Google]
Legendre, T. S. and M. A. Baker (2024): Credit card churning customers, endowed loyalty, and protestant work ethic, Service Industries Journal, 44(3835), pp.22-44
There is scant research that examines the effect of credit card churning customers (as a type of endowed loyalty) compared to earned loyalty program customer perceptions. Additionally, this research identifies a critical variable to better understand cross-customer comparisons, protestant work ethic (PWE). Study 1 uses an exploratory qualitative approach to gain insights into this phenomenon, specifically identifying the unique variable of PWE. Study 2 uses a 2 (self: earned vs. endowed) × 2 (other: earned vs. endowed) × 2 (PWE) quasi between-subjects experiment. Results find that anger mediates the three-way interaction effects to attitudinal loyalty intention, but it was only valid among low PWE customers. This study contributes to the social comparison theory and loyalty literature by introducing the impact of loyalty status acquisition methods. Practically, this study results urge credit card companies and associated hospitality firms to be aware of churners and propose implications to minimize the negative effects. (English)
Link: http://dx.doi.org/10.1080/02642069.2021.1987415 [Google]
Liu, Y., M. Zhang, M. Hu and T. Qiao (2024): How multi-actor resources create value for live streaming platforms: the mediating role of engaged spectators, Service Industries Journal, (3836), pp.1-30
The development of digital media has led to the emergence of live streaming, a service system that involves multiple parties coexisting, including platforms, spectators, and streamers. The study constructed a framework that elucidates the contributions of different actors toward value creation for streaming platforms, with a specific focus on the pivotal role played by engaged audiences as mediators. Empirical results (
Link: http://dx.doi.org/10.1080/02642069.2024.2312352 [Google]
Sadiq, M. W., M. W. Akhtar, C. Huo and S. Zulfiqar (2024): ChatGPT-powered chatbot as a green evangelist: an innovative path toward sustainable consumerism in E-commerce, Service Industries Journal, 44(3837), pp.173-217
The purpose of the current article is to propose the construction of ChatGPT as a green evangelist (CGGE) and to develop and validate the CGGE scale using two independent studies. Study 1 mainly adopted exploratory factor analysis to test whether the twenty items of the CGGE construct and the eight items of consumer equilibrium can represent these constructs statistically via exploratory factor analysis. Furthermore, through Study 2, this study primarily tested the convergent and discriminant validity of CGGE and consumer equilibrium. Finally, further analysis explains the relationship between CGGE and consumer equilibrium through green purchase intentions at different levels of brand credibility, including high and low levels, using structural equational modeling. Study 1 showed that the initial twenty items of CGGE are appropriately loaded on four factors and the eight items of consumer equilibrium are appropriately loaded on single factors. Study 2 demonstrated that CGGE could significantly predict consumer equilibrium through green purchase intentions at different brand credibility levels. This article contributes to the advancement of the unified theory of acceptance and use of technology (UTAUT) and research and provides a valuable tool for future empirical research on ChatGPT. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2278463 [Google]
Tan, W.-K. and W.-H. Chen (2024): How potential customers perceive companies’ reply to negative reviews?, Service Industries Journal, 44(3838), pp.288-316
Companies are increasingly using humorous replies as a service recovery method to respond and apologize to complainants. However, there is a lack of clarity regarding the effectiveness and appropriateness of humorous replies. Drawing on information processing theory, this study assesses how consumers as onlookers view former customers’ negative word-of-mouth relating to service failures (vindictive and nonvindictive reviews) and humorous and standard replies provided by service operators in the context of hostels, and effects on booking intentions. To compare consumers’ responses to various combinations of reviews and replies, this study administered survey questionnaires to 377 respondents. A series of independent-sample t test analyses and partial least squares (PLS) path analyses revealed that standard replies are effective for responding to both review types. Humorous replies have better performance when responding to nonvindictive reviews than vindictive reviews. This study contributes to the scarce research on humorous replies in the service recovery context. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2030718 [Google]
Xie, Y., Q. Xia, J. Song, S. Hu and X. Liu (2024): How ethical leadership influences knowledge hiding? A sequential mediation model, Service Industries Journal, 44(3839), pp.265-287
Knowledge hiding is considered a behavior that violates moral principles and can impede organizational competitive advantage. Previous studies have examined the factors influencing knowledge hiding from various perspectives. However, there is a limited understanding of how the assumed moral aspect of ethical leadership influences knowledge hiding. Drawing on theories of social learning, a theoretical model has been developed to establish a connection between ethical leadership and knowledge hiding. This model focuses on the chain mediating role of moral identity and cynicism and the moderating role of inclusive climate. To examine hypotheses, we collected survey data in three waves from a sample of 243 employees working in Chinese firms. The results demonstrated ethical leadership significantly suppresses knowledge hiding, and this relationship is explained by moral identity and cynicism. Furthermore, the relationship between ethical leadership/cynicism and knowledge hiding is weakened in a highly inclusive climate. The research finally discusses theoretical and practical implications, providing scholars with a future agenda. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2245356 [Google]
Yan, J., M. Ali, M. M. Khan, S. H. H. Shah and A. S. Butt (2024): The effect of promotion regulatory focus on service performance, Service Industries Journal, 44(3840), pp.45-62
Drawing on the regulatory focus theory, this study aims to investigate the effect of frontline staff’s promotion regulatory focus on service performance. Using a time-lagged design and data from 347 frontline staff in 123 branches of a hotel chain, we examine a mediated moderation model. We posit job crafting mediates the relationship between promotion regulatory focus and service performance. This relationship is moderated by empowering leadership, and job resources mediate the moderation effect. We discuss the implications of our findings for research on job crafting and regulatory focus theory. (English)
Link: http://dx.doi.org/10.1080/02642069.2021.2003340 [Google]
Zlateva, N., S. Ivanov and V. Fedoseev (2024): Autonomous sensory meridian response in service experience: an exploratory study, Service Industries Journal, (3841), pp.1-26
This paper evaluates the role of Autonomous Sensory Meridian Response (ASMR) in service experience. ASMR is an enjoyable and relaxing sensation accompanied by head and/or body ‘tingles’ in response to a large variety of triggers. The paper studies the effects of six ASMR triggers (touch, sound, watching hands, soft speech, caring attention, soft temper) on customers’ service experience in six service settings with different nature of the interaction (hairdresser, coffee shop, hotel check-in, doctor, cashier, customer service call). The sample includes 2709 respondents: 2269 ASMR-sensitive and 440 ASMR-non-sensitive. The findings include: (
Link: http://dx.doi.org/10.1080/02642069.2024.2319039 [Google]
