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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Kunz, W. H. (2024): Company Innovativeness — A Radically New Perspective on an Old Concept, Journal of Service Research, (3966), pp.1
The article highlights misconceptions around the concept of innovativeness and argues for a broader understanding that encompasses both inward and outward-looking perspectives. It emphasizes the importance of perceived innovativeness as influenced by marketing, innovation culture, leadership, and emotional connection with customers. This customer-centric viewpoint not only offers a fresh lens through which to evaluate firm innovativeness but also underscores its significant implications for innovation management and future research directions.
Link: http://dx.doi.org/10.1177/10946705241254744 [Google]
Andreassen, T. W. (2024): Perceiving Innovation: Unveiling the Impact on Market Performance, Journal of Service Research, (3969), pp.1
The new challenge confronting leaders is investing in improving customer satisfaction or perceived innovativeness. The challenge also reflects the focus of leadership: to make operations more efficient and effective or invest in tomorrow’s solutions? Intuitively, both are linked to the financial impact of the firm. In this article, the author explores the mechanisms “behind the scenes” driving perceived quality, and customer satisfaction on one side, and perceived innovativeness and relative attractiveness on the other side. Both routes are linked to customer loyalty, customer lifetime value, customer equity, and firm value. The findings underscore the importance of customer-centric innovation for market performance, suggesting that innovations must resonate with customer needs and expectations to foster market adoption and growth. The article advocates for the extension of this research into global contexts and digital transformation, highlighting the potential for these insights to inform strategi decision-making in an increasingly digitalized business environment. Bridging academic theory with practical application, the article offers a nuanced understanding of how innovation perceptions influence market outcomes. It suggests future research directions, including exploring strategies to enhance customer perception of innovation and leveraging these perceptions for competitive advantage.
Link: http://dx.doi.org/10.1177/10946705241253993 [Google]
Gustafsson, A. and T. Ghanbarpour (2024): Customer-Perceived Innovation: Considerations for Financial Performance and Methodological Approaches, Journal of Service Research, (3970), pp.1
As firms increasingly uncover their activities to key stakeholders through various media, the perception of these activities is becoming more important for firm performance. Traditionally, access to industry-wide databases provides important metrics on customer perceptions of performance, such as customer satisfaction and brand equity. In addition, numerous studies have highlighted firms’ innovation-related actions (e.g., R&D spending and patent counts) as critical metrics linked to their financial performance.
Link: http://dx.doi.org/10.1177/10946705241253016 [Google]
Amat-Lefort, N. and S. J. Barnes (2024): An Inconvenient Truth: Understanding Service Inconvenience in Digital Platforms, Journal of Service Research, (3967), pp.1
In today’s busy world, convenience is on the rise. On-demand services (e.g., food delivery services) promise swift solutions to our daily needs. However, limited research explores how service inconveniences (e.g., order cancelations and delays) impact consumer satisfaction, and which factors exacerbate such impact. This study addresses this gap by leveraging text analytics on a dataset of 222,371 user-generated reviews in food delivery platforms. Building on the Model of Service Convenience and Attribution Theory, we hypothesize that when consumers experience an inconvenience, it is not only
Link: http://dx.doi.org/10.1177/10946705241254735 [Google]
Hill Cummings, K., D. Herhausen, A. L. Roggeveen and D. Grewal (2024): Countering Virtual Brand Sabotage: The Power of Informative Responses, Journal of Service Research, (3968), pp.1
Many disgruntled consumers who experience service failures turn to brand sabotage, by posting vindictive posts on social media platforms. Such aggressive revenge behavior has the goal of influencing others and causing harm to a firm. Vindictive posts require a response from the firm, to limit their potential negative influence on other consumers who read the posts. Three large-scale field studies and five lab experiments, including an incentive-compatible study, demonstrate that firm responses to such sabotage should focus on information (rather than empathy) because informative responses help reduce readers’ risk perceptions, prompting them to exhibit more positive behaviors toward the firm. Service guarantees can mitigate the impact of these responses. Importantly, the type of firm response only matters if the post is vindictive. For non-vindictive posts both informative and empathic firm responses working equally well. Our findings help firms to detect vindictive posts, suggest appropriate response strategies, and reveal how the risk perceptions evoked by vindictive posts can be mitigated.
Link: http://dx.doi.org/10.1177/10946705241254176 [Google]
El Halabi, M. and O. Trendel (2024): Just Name it: The Act of Naming Humanoid Service Robots Decreases Perceived Eeriness and Increases Repurchase Intent, Journal of Service Research, (3971), pp.1
Though Humanoid Service Robots are the “holy grail” of robotics, the discomfort, specifically the feelings of eeriness, they elicit in consumers still raises concerns as to their successful implementation in service settings. From a firm’s point of view, the main question revolves around how to integrate humanoid service robots without hurting consumers’ repurchase intent as a result of their perceived eeriness. The results of four experiments (including a study involving real interactions), using four distinct humanoid service robots and four different service settings, collectively examine a novel marketing solution which consists of consumers assigning a name to a humanoid service robot. We show that humanoid service robots with customer-assigned names versus no name or store-assigned names increase consumers’ repurchase intent. This is because the act of naming simultaneously increases perceived familiarity of the humanoid service robot and control over it, which decrease its perceived eeriness and consequently increase consumers’ interaction enjoyment. Altogether, our studies offer theoretical and managerial insights on how engaging consumers in the act of naming can facilitate technological infusion into service frontlines.
Link: http://dx.doi.org/10.1177/10946705241248242 [Google]
Villers, S., R. Dhalla and J. Oberholzer (2024): Dying to Understand How Electronic Word of Mouth Legitimates Sustainable Innovations in Stigmatized Markets, Journal of Service Research, (3972), pp.1
Entrepreneurs entering stigmatized markets face barriers to entry beyond those encountered in traditional markets. Yet, little research examines factors influencing the diffusion of these goods and services. Through the lens of institutional theory, this paper proposes and demonstrates the application of a conceptual model outlining the process by which stigmatized innovations become (de-)institutionalized. We combine mixed methods by blending qualitative with quantitative tools to analyze the legitimating influence of electronic word-of-mouth (eWOM) over time. Our findings suggest that dichotomized consumer preferences stem from normative (natural and benevolent versus artificial and malevolent), cultural-cognitive (ecological health and sustainable services versus public health and traditional services), and regulatory (government rule versus market rule) binaries that influence the deinstitutionalization of orthodoxy (utopian versus dystopian worldviews). Notwithstanding, we show that, in stigmatized markets, consumers look to eWOM to inform their choices, which can aid in deinstitutionalizing rational myths and help perpetuate service innovation. We also find that in stigmatized markets, the existing industry does not show a predictable response to societal pressures for service innovations that promote social wellbeing and sustainability.
Link: http://dx.doi.org/10.1177/10946705241248238 [Google]
Bhattacharya, A., M. Neil, L. Rego and K. Hewett (2024): Unlocking the Predictive Value of Excess and Deficit Customer Patronization Intentions, Journal of Service Research, (3973), pp.1
This study assesses the value of excess and deficit patronization intentions toward a service provider in predicting future customer behavior and its financial consequences for the provider in a continuous service context. The excess and deficit patronization measures employ widely available customer feedback data and can be used by managers to identify at-risk customers and those unlikely to defect. We argue that a customer’s satisfaction provides a baseline level of patronization intentions and that excess patronization intentions—intentions greater than those that can be explained by a customer’s satisfaction with a firm’s offerings (i.e., the residuals in a model that regresses patronization intentions on satisfaction)—are generated in part by the presence of customer-level switching costs. Conversely, any deficit patronization intentions are generated in part by a customer’s variety seeking. Using data from the financial services industry, we find that these residuals serve as indicators of the presence and extent of customer-level switching cost and variety seeking. In addition to providing measures of interesting and under-researched phenomena, this suggests that the measures may serve as proxies to test existing theories concerning switching costs and variety seeking in situations where measurement and data availability have previously limited such research.
Link: http://dx.doi.org/10.1177/10946705241247172 [Google]
Li, C., S. Swaminathan and J. Kim (2024): Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers, Journal of Service Research, (3974), pp.1
Customer–firm relationship affects firm performance, and loyalty programs are a popular tool to enhance this relationship in service industries. An essential measure of a loyalty program’s effectiveness is its members’ point redemption behavior. Customers engage more with the firm when they periodically redeem points. However, current studies find that customers tend to stockpile rather than redeem points. In this research, the authors investigate the relationships between customer relationship characteristics in loyalty programs (i.e., purchase depth, purchase breadth, purchase recency, redemption depth, redemption breadth, and redemption recency) and customers’ point redemption behavior. The empirical analyses show that customers with higher purchase depth and redemption recency are more likely to redeem points. However, customers with higher purchase breadth, purchase recency, redemption depth, and redemption breadth are less likely to redeem points. In addition, once deciding to redeem, customers with higher purchase breadth and purchase recency will redeem more points. The results imply that managers should motivate point redemptions among customers who purchase a lot from the firm but are concentrated on their purchases and redemptions. The findings also indicate that point redemption is a valuable tool to regain customers who are drifting away from the firm.
Link: http://dx.doi.org/10.1177/10946705241246341 [Google]
Eckert, T., S. Hüsig and C. Doblinger (2024): The Influence of Market Entry Strategies on the Success of Digital Service Innovations in the Mobility Sector, Journal of Service Research, (3975), pp.1
The phenomenon of servitization paired with digitalization has resulted in an emerging research stream referred to as digital service innovation (DSI). DSI has attracted much interest in academia and industry, given its increasing economic importance. However, extant innovation research still exhibits a strong product innovation focus and limited attention to the end of the innovation process, especially the determinants of innovation success. We investigate the role of market entry strategies for DSI success in digital service and platform settings. Drawing on a novel sample of 325 DSIs in the mobility sector, we examine the role of three types of market entry strategies, that is, market entry order, brand extensions, and home country advantage on the success of the DSI. The results indicate that early market entry and individual brands rather than extensions of existing brands are relevant determinants of DSI success, and that this impact depends on the level of business model innovativeness and competitive intensity. By examining the uniqueness of market entry strategies for DSI success, this paper adds novel insights for DSI and their success factors to the digital and service innovation literature. In doing so, we also suggest essential strategies that help practitioners advance DSI performance.
Link: http://dx.doi.org/10.1177/10946705241245463 [Google]
Barrett, J. A. M., E. Jaakkola, J. Heller and E. C. Brüggen (2024): Customer Engagement in Utilitarian vs. Hedonic Service Contexts, Journal of Service Research, (3976), pp.1
In the last decade, customer engagement has become a key concept in service research. While the customer engagement literature has gained significant traction and is maturing, studies have predominantly focused on hedonic consumption contexts, such as social media platforms or brand communities. We argue that hedonic and utilitarian service services are fundamentally different. Therefore, existing research knowledge on customer engagement does not necessarily hold in more utilitarian contexts, such as healthcare or financial services, where greater customer engagement could increase societal and individual well-being. By synthesizing insights from the customer engagement literature and the literature on hedonic versus utilitarian consumption, we identify assumptions in customer engagement research that need revising. We extract five fundamental features that differ between hedonic and utilitarian services (affectivity, motivational focus, perception of necessity, role of risk, and relational focus). Based on these features, we derive propositions that describe the role of context for the drivers and outcomes of customer engagement, as well as their interrelationships, and provide guidelines for future research to augment the scope of customer engagement research. As its main contribution, this article problematizes the current premises of customer engagement research and demonstrates that assumptions held about customer engagement are not necessarily generalizable across contexts.
Link: http://dx.doi.org/10.1177/10946705241242901 [Google]
Blaurock, M., M. Büttgen and J. Schepers (2024): Designing Collaborative Intelligence Systems for Employee-AI Service Co-Production, Journal of Service Research, (3977), pp.1
Employees increasingly co-produce services with artificial intelligence (AI). Focusing on system design, this research uncovers (1) which system features qualify an AI system as a so-called collaborative intelligence (CI) system, (2) to what extent CI systems influence work-related employee outcomes, and (3) which CI features relate to which outcomes. Based on an extensive literature review and a qualitative study, we demarcate CI from related concepts—such as hybrid intelligence, collective intelligence, and human-AI teaming—and identify five relevant CI system features: engagement, transparency, process control, outcome control, and reciprocal strength enhancement. Employing two scenario-based experiments with financial services employees (
Link: http://dx.doi.org/10.1177/10946705241238751 [Google]
Harter, A., L. Stich and M. Spann (2024): The Effect of Delivery Time on Repurchase Behavior in Quick Commerce, Journal of Service Research, (3978), pp.1
“Quick commerce” refers to meeting consumers’ instant needs by delivering products ordered online within minutes. Although speed is thus inherently important, little is known about how deviations from communicated delivery times (whether late or early) might affect repurchase behavior. The authors study the effects of delivery time deviations on repurchase behavior using a large, customer-level, transaction data set from a Western European food delivery service and a controlled online experiment. The results show that late (early) deliveries increase (decrease) interpurchase times; these effects diminish with larger deviations. The results also show that late deliveries have a stronger effect on repurchase behavior than early deliveries of the same magnitude. The controlled online experiment establishes customer satisfaction as the underlying psychological mechanism that mediates the effect of delivery time deviations on repurchase behavior. These findings advance understanding of delivery time deviations and repurchase behavior by complementing prior research on disconfirmed waiting times and quick commerce. Practitioners can use the results to optimize their delivery algorithms, operations, and service recovery efforts.
Link: http://dx.doi.org/10.1177/10946705241236961 [Google]
Ranjan, K. R., S. B. Friend and A. Malshe (2024): Multilevel Value Co-Creation Within Key Accounts, Journal of Service Research, (3979), pp.1
Optimizing complex service partnerships requires an understanding of multilevel value co-creation processes in a customer-supplier ecosystem. Such strategic business-to-business relationships impact supplier costs and revenues, necessitating dedicated personnel across hierarchical levels to co-create value. The authors study the customer-supplier ecosystem intra-organizationally across firm levels to understand value expectations and orientations, and extra-organizationally to identify supplier harmonization strategies for managing multilevel value co-creation. Empirically, the authors conduct a multilevel-multisource qualitative case study within a strategic partnership, with a service contract valued at over $100 million per year, that includes senior- and frontline-level interviews in the key account customer organization (32 participants) and supplier organization (22 participants). The analysis focuses on how institutions, spanning contracts, and behavioral norms within the business-to-business customer-supplier ecosystem, govern actions and aspirations. Findings typify the nature of divergent value expectations between customer hierarchies along with level-specific co-creation orientations. As future prognosis hinges on harmonizing practices and institutions to address discrepancies in value visibility across customer levels, such an assessment also enables actionable strategies to enhance reengagement. The findings collectively offer theoretical implications for key account management (KAM) research, influencing areas such as professionalization of KAM, effectiveness in KAM, and network dynamics within KAM.
Link: http://dx.doi.org/10.1177/10946705241235948 [Google]
Rostami-Tabar, B. and R. J. Hyndman (2024): Hierarchical Time Series Forecasting in Emergency Medical Services, Journal of Service Research, (3980), pp.1
Accurate forecasts of ambulance demand are crucial inputs when planning and deploying staff and fleet. Such demand forecasts are required at national, regional, and sub-regional levels and must take account of the nature of incidents and their priorities. These forecasts are often generated independently by different teams within the organization. As a result, forecasts at different levels may be inconsistent, resulting in conflicting decisions and a lack of coherent coordination in the service. To address this issue, we exploit the hierarchical and grouped structure of the demand time series and apply forecast reconciliation methods to generate both point and probabilistic forecasts that are coherent and use all the available data at all levels of disaggregation. The methods are applied to daily incident data from an ambulance service in Great Britain, from October 2015 to July 2019, disaggregated by nature of incident, priority, managing health board, and control area. We use an ensemble of forecasting models and show that the resulting forecasts are better than any individual forecasting model. We validate the forecasting approach using time series cross-validation.
Link: http://dx.doi.org/10.1177/10946705241232169 [Google]
Luo, A., A. S. Mattila and L. E. Bolton (2024): Simple Morning and Complex Night: Time of Day and Complex Sensory Experiences, Journal of Service Research, (3981), pp.1
Consumers’ multisensory preferences bring new ideas to service and experience design—yet do consumers always react favorably to sensory complexity? This research examines variation by time of day in how consumers respond to complex sensory experiences (e.g., purchase behavior, choice, and liking). Specifically, we theorize that arousal levels increase over the course of the day, which increases the perceived fit of complex sensory experiences, leading to more favorable reactions—a pattern that is more prominent among evening than morning chronotypes. A set of five studies provides support for this theorizing and provides important implications for service providers regarding how to vary their sensory offerings and promotions over the course of the day.
Link: http://dx.doi.org/10.1177/10946705241230851 [Google]
Patel, P. C. and G. K. Sahi (2024): AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction, Journal of Service Research, (3982), pp.1
Artificial intelligence (AI)-driven automation is of growing interest in the service sector. Using practice theory in service innovation and recombinant uncertainty frameworks, we ask whether AI patent approval for service firms is received positively by the stock market and whether patent radicalness strengthens or exacerbates the stock market reaction. We draw on 650 service industry firms from the years 1976 to 2019 with 133,813 non-AI patents and AI patents, including 7,543 (AI machine learning), 33,804 (AI hardware), and 53,419 (AI planning/control). The results show that the stock market reaction is positive for machine learning AI patents, and increasing radicalness strengthens the positive relationship; however, the reaction is negative to AI-related planning and control patents and increasing radicalness exacerbates the negative reaction. In addition, stock market reaction is insignificant to AI-related hardware patents and increasing radicalness does not influence this relationship. The findings are robust to excluding large firms representing a significant portion of the AI patents. With increasing radicalness, the stock market reaction to machine learning patents is more positive for low temporal depth and exacerbates with higher patent pedigree. The findings have implications for AI patenting among firms in the service sector.
Link: http://dx.doi.org/10.1177/10946705241230840 [Google]
Le, K. B. Q., L. Sajtos, W. H. Kunz and K. V. Fernandez (2024): The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service, Journal of Service Research, (3983), pp.1
The use of digital employees (DEs)—chatbots powered by artificial intelligence (AI)—is becoming increasingly common in the service industry. However, it is unclear whether collaborations between the human employee (HE) and DE can influence customer outcomes, and what the mechanisms behind such outcomes are. This research proposes and tests a theoretical model that explains how the communication of HE-DE collaboration in the form of interdependent behavioral cues can influence customer evaluations of the service they received from such a team. Five experimental studies involving a total of 1403 participants demonstrate that making HE-DE collaboration visible to customers during the service encounter can reinforce their perception of HE-DE team cohesiveness and service process fluency, driving satisfaction. The communication of coordination and team goal cues are two strong stimulants that strengthen such impressions. Further, this research also reveals that the HE-DE collaboration (vs. augmentation or substitution) appeals to customers thanks to their perception of a transparent process, which is induced through collaborative cues. This research provides theoretical implications for a transparent collaborative process between HE and DE and practical advice for firms seeking to integrate DE into their organizations’ workflows.
Link: http://dx.doi.org/10.1177/10946705241229419 [Google]
Çelik, S., Ö. Özkan Tektaş and B. Kavak (2024): The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM, Journal of Service Theory and Practice, 34(3984), pp.519-542
Purpose Service failures usually occur in front of third-party customers. Third-party customers react emotionally and behaviorally to service failure and recovery efforts aimed at focal customers. However, there is a gap in the literature on how third-party customers react to a service failures incident and a recovery over another customer, depending on how socially close or distant they are from. This study investigates the effect of third-party customers’ emotions on consumer forgiveness, negative word-of-mouth (WoM) and repatronage intentions in the service recovery process by comparing close and distant third-party customers. Design/methodology/approach This study utilizes a 2 (social distance to the focal customer: close, distant) × 2 (service recovery: yes, no) between-subjects design. The authors used a scenario-based experiment to test the proposed hypotheses. A total of 576 respondents were involved in the study. Findings The results from the authors’ scenario-based experimental study show that positive and negative emotions felt by distant third-party customers are higher than those of close third-party customers. In addition, the effect of positive emotions on customer forgiveness is more substantial for distant third-party customers. Third, moderated-mediation analysis indicates that social distance has a moderator effect only on the relationship between positive emotions and customer forgiveness. Originality/value This study contributes to the service literature by comparing socially close and socially distant third-party customers’ reactions to service failure and recovery attempts.
Link: http://dx.doi.org/10.1108/JSTP-09-2023-0267 [Google]
Liu, B., Z. Li and Y. Fu (2024): Financial performance response of manufacturers to servitization: curvilinear relationship mediated by service business focus and moderated by digital technology application, Journal of Service Theory and Practice, 34(3985), pp.571-597
Purpose Servitization of products is becoming increasingly prevalent among manufacturing enterprises. Existing research has primarily focused on exploring whether the direct impact of servitization on manufacturer performance follows a linear or a curvilinear relationship. However, the understanding of the underlying mechanisms between servitization and manufacturer financial performance remains limited. This paper aims to examine the non-linear relationship between servitization and manufacturer performance as well as the mediating process and boundary condition associated with this relationship. Design/methodology/approach Drawing on resource-advantage theory, this paper proposes a theoretical model of the U-shaped relationship between servitization and the financial performance of equipment manufacturers. Panel data of 248 listed equipment manufacturers in China during the period of 2010–2020 are used to test each hypothesis through the ordinary least square method. Findings The empirical results indicate that servitization follows a U-shaped relationship with service business focus and the financial performance of equipment manufacturers. Service business focus mediates this U-shaped relationship between servitization and financial performance, and digital technology application moderates this relationship. Originality/value This paper pioneers the unraveling of the potential mechanism that can explain the curvilinear relationship between servitization of manufacturers and financial performance. This mechanism is the focus of the service business, which is theoretically delineated and empirically tested. Furthermore, digital technology application enables manufacturers to achieve service business focus more effectively in the process of servitization. Thus, this study addresses the call for research on digital servitization.
Link: http://dx.doi.org/10.1108/JSTP-07-2023-0200 [Google]
Zhang, S., L. Su, W. Zhuang and B. J. Babin (2024): How to respond to negative online reviews: language style matters, Journal of Service Theory and Practice, 34(3986), pp.598-620
Purpose Given resource constraints such as time and staffing, hotels cannot respond to all negative online reviews (NORs). Therefore, this study investigates (1) what types of NORs hotels should prioritize responding; and (2) what response strategies are more effective in handling different types of NORs to minimize the negative ramifications. Design/methodology/approach Four experiments in the context of hospitability were used to test the hypotheses. Findings Our findings show that NORs with implicit conclusions (e.g. “I do not believe that is a good choice, you know what I mean.”) are more dissuasive than NORs with explicit ones (e.g. “Do not buy it.”) because the former NORs are perceived as more objective than the latter NORs. More importantly, our results show that firms do not need to respond to explicit NORs. When responding to implicit NORs, firms should prioritize those related to service failures caused by external (e.g. weather, technological misfunction) rather than internal (e.g. poor management, employee skills) factors. Research limitations/implications Our studies focus on the language styles of Chinese NORs, and future research should investigate how language styles influence dissuasion in other languages. Practical implications Our results show that NORs with implicit conclusions negatively impact consumer attitude and thus hurt performance more significantly than those with explicit conclusions. Therefore, firms should allocate limited staffing and resources to NORs with implicit conclusions. When responding to implicit NORs, firms should select NORs that can be attributed to external factors. Originality/value Our findings shed light on the importance of the language styles of NORs and provide marketers with insights into how to handle NORs. Our results reveal that consumers perceive higher objectivity of NORs when these reviews are implicit than when they are explicit. Furthermore, this study contributes to the online review literature by suggesting that firms should tailor their response strategies for NORs based on the reviewers’ language styles.
Link: http://dx.doi.org/10.1108/JSTP-06-2023-0174 [Google]
Sengupta, A. S., M. R. Stafford and A. K. Fox (2024): Misery loves company: evaluation of negative e-WOM effects at the post-service recovery stage, Journal of Service Theory and Practice, 34(3987), pp.493-518
Purpose The authors’ research examines how negative electronic word-of-mouth (e-WOM) alters focal customers’ post-recovery justice perceptions and attitudes to determine their future behavior with the service provider. Specifically, this paper develops and tests a conceptual model to investigate how negative e-WOM alters focal customers’ perceptual and attitudinal outcomes after the service recovery experience. It also examines the post-recovery effect of negative e-WOM on focal customers’ willingness to patronize the service after their recovery experience. Design/methodology/approach To test the hypotheses, two pretests and two experimental studies with created scenarios in the retail context were conducted. Findings The authors’ findings reveal that services are judged during and well beyond failure and recovery occurrences. To maintain a loyal customer base, service managers should develop processes that address service complaints both within and beyond the service consumption stage. The authors also find that despite a favorable recovery, focal customers gravitate toward the failure experience and develop unfavorable attitudes toward the service provider, leading to likely defections. Originality/value The authors’ research demonstrates the persuasive power of negative e-WOM at the post-service recovery stage, making a unique contribution to the service recovery literature. This research also contributes to the persuasive effect of negative e-WOM, demonstrating message context as a boundary condition of negative e-WOM effects. In general, the authors’ work highlights the importance of understanding the psychological processes involved in eliciting the persuasive influence of negative e-WOM in the post-service recovery stage that may lead to the defection of “so-called” successfully recovered customers.
Link: http://dx.doi.org/10.1108/JSTP-03-2023-0093 [Google]
Tarpey, R., J. Yue, Y. Zha and J. Zhang (2024): Comparing three contract types to optimize profits in service firm – digital service platform relationships, Journal of Service Theory and Practice, 34(3988), pp.621-635
Purpose The importance of service firms cooperating with digital platforms is widely acknowledged. The authors study three contractual relationships (fixed-cost, cost-sharing, and profit-sharing) between service firms (specifically hotels) and digital platforms in a highly fragmented service supply chain to examine which of these contract types optimizes profits. Design/methodology/approach The authors extend prior models analyzing the optimal expected total profit from the travel service firm (hotel)–digital platform relationship, providing new insights into each contract type’s ability to coordinate decentralized systems and optimize profits for both parties. Findings This study finds that fixed cost contracts cannot coordinate the decentralized system. Cost-sharing contracts can coordinate the decentralized system but only allow one channel profit split. In contrast, profit-sharing contracts may not always perfectly coordinate the decentralized system but support alternative profit allocations. Practically, both profit-sharing and cost-sharing contracts are preferable to fixed-cost contracts. Practical implications The paper includes implications for travel service firm managers to consider when structuring contracts with digital platforms to focus on profit optimization. Profit-sharing contracts are most preferable when cost and revenue data are fully shared between parties, while cost-sharing contracts are preferable over fixed-cost contracts. Originality/value This study extends prior investigations into the utility of different contract types on the optimal profit of a travel service firm (hotel)-digital platform provider relationship. The research fills a gap in the literature concerning the contracts used in these relationship types.
Link: http://dx.doi.org/10.1108/JSTP-02-2023-0031 [Google]
Scerri, M. A. and R. Presbury (2024): Spoken service language for customer well-being in a transformative service context: residential aged care, Journal of Service Theory and Practice, 34(3989), pp.543-570
Purpose Spoken service language is critical for service experiences and human welfare in many service settings. However, little is known about how spoken service language can enhance customer well-being in transformative service contexts. This paper explores spoken service language and well-being for customers experiencing vulnerability in a transformative service context, informed by an empirical account of the human welfare service of residential aged care. Design/methodology/approach Situated within transformative service research (TSR), this study was guided by a theoretical framework of service language and adopts a strengths-based approach to customer experiences of vulnerability. A qualitative multiple case study methodology was applied to explore carers’ perspectives on spoken service language and well-being from three residential aged care homes in Australia. Findings The findings demonstrate five spoken service language practices and four principles of spoken service language for well-being that co-create customer well-being and support the alleviation of customer experiences of vulnerability. Conceptualised as transformative spoken service language, the spoken service language practices and principles collectively recognise, support and leverage residents’ capabilities and uplift customer well-being, by enacting a process of mattering highly salient to transformative service contexts. Originality/value This study is the first to conceptualise how employee spoken service language can be used to support customer well-being and enhance transformative value for customers experiencing vulnerability to align with the goals of TSR. Practically, the study advocates for a greater awareness and more considered use of transformative spoken service language in human welfare and other transformative service contexts.
Link: http://dx.doi.org/10.1108/JSTP-01-2023-0021 [Google]
Chen, N., R. Gürlek, D. K. K. Lee and H. Shen (2023): Can Customer Arrival Rates Be Modelled by Sine Waves?, Service Science, 16(3990), pp.70-84
Customer arrival patterns observed in the real world typically exhibit strong seasonal effects. It is therefore natural to ask, can a nonhomogeneous Poisson process (NHPP) with a rate function that is the simple sum of sinusoids provide an adequate description of reality? If so, how can the sinusoidal NHPP be used to improve the performance of service systems? We empirically validate that the sinusoidal NHPP is consistent with arrival data from two settings of great interest in service operations: patient arrivals to an emergency department and customer calls to a bank call centre. This finding provides rigorous justification for the use of the sinusoidal NHPP assumption in many existing queuing models. We also clarify why a sinusoidal NHPP model is more suitable than the standard NHPP when the underlying arrival pattern is aperiodic (e.g., does not follow a weekly cycle). This is illustrated using data from a car dealership and also via a naturalistic staffing simulation based on the call centre. On the other hand, if the arrival pattern is periodic, we explain why both models should perform comparably. Even then, the sinusoidal NHPP is still necessary for managers to use to verify that the arrival pattern is indeed periodic, a step that is seldom performed in applications. Code for fitting the sinusoidal NHPP to data is provided on GitHub.History: This paper has been accepted for the Service Science/Stochastic Systems Joint Special Issue.Funding: N. Chen was supported by Natural Sciences and Engineering Research Council of Canada Discovery [Grant RGPIN-2020-04038]. H. Shen was supported by China Ministry and Science and Technology [Grant 2022SQGH10861], Hong Kong Special Administrative Region University Grants Council Collaborative Research Fund [Grant C7162-20G], University of Hong Kong Budget and Resources Committee Grant, University of Hong Kong Business School, Shenzhen Research Institutes [Grant SZRI2023-TBRF-03].
Link: http://dx.doi.org/10.1287/serv.2022.0045 [Google]
Gautam, N. and J. Geunes (2023): Analysis of Real-Time Order Fulfillment Policies: When to Dispatch a Batch?, Service Science, 16(3991), pp.85-106
This paper considers orders that arrive one-by-one over time to a fulfillment center. Each order requests a product with some degree of customization that needs to be delivered expeditiously to a nearby location using a delivery vehicle. However, each vehicle can batch multiple orders together for delivery within a single trip. The benefits of batching include more efficient capacity utilization, lower total vehicle ownership requirements, and reduced environmental impact. The main drawback of batching is the consequent reduced average quality of service due to associated delivery delays when waiting for additional orders to arrive and executing a delivery route. To address this trade-off, we consider a set of threshold policies for batching and dispatching groups of orders, and characterize the associated long-run average cost per unit time for each policy that explicitly accounts for the customer?s total order lead time, including the time between order dispatch and delivery to the customer which, in turn, depends on route sequencing policies. For the threshold policies, our state variable may not only include the number of outstanding orders, but may also incorporate information on order arrival times and delivery locations. We model the stochastic dynamics of the system and obtain the long-run average cost per unit time, which we compute using a renewal-reward approach. We also consider different delivery sequencing approaches, including first-come, first-served and shortest traveling salesperson. In addition, we evaluate the effectiveness of accounting for all order information in the decision-making process, as opposed to just the number of outstanding orders or the time in the system for each order. Our analysis shows that a generalized class of cost- and quantity-based threshold policies often outperforms existing policies in the literature with the additional benefits of being robust to overestimates of the optimal cost threshold value and achieving strong delay cost performance.History: This paper has been accepted for the Service Science/Stochastic Systems Joint Special Issue.Supplemental Material: The online appendix is available at https://doi.org/10.1287/serv.2022.0042.
Link: http://dx.doi.org/10.1287/serv.2022.0042 [Google]
Du, B., N. Nishino and K. Kimita (2023): Space Booking with Multistage Online VCG Mechanism: A Simulation Study Toward Practical Application, Service Science, 16(3992), pp.107-123
Most current reservation systems include only time slots as reservation information. Customers need only to make a reservation by choosing a proper time. The value generated by a reservation is unknown until the customers are served. Therefore, an important shortcoming of current reservation systems is that they require limited information from customers, engendering a loss of social welfare. We surmise that an innovative reservation system including space value can produce more desired outcomes by considering various factors, such as social distancing during a pandemic. Based on that supposition, we adopt the Vickrey?Clarke?Groves (VCG) mechanism to achieve social welfare maximization and strategy-proofness. To offset VCG mechanism shortcomings in practical applications, we converted the VCG mechanism to a multistage online VCG mechanism that can do timely processing of customers? reservations and can thereby maximize social welfare. The multistage online VCG mechanism generates higher social welfare than most current reservation systems, which use a first-come, first-served mechanism. Additionally, we demonstrate that, by adjusting the VCG mechanism bid number to a practical level, the reservation process can be improved considerably with a probability of more than 99% for satisfying the strategy-proofness of the VCG mechanism.Funding: This work was supported by JSPS KAKENHI [Grant 22H01710] and the Mohammed bin Salman Center for Future Science and Technology for Saudi?Japan Vision 2030 at the University of Tokyo [Grant MbSC2030].
Link: http://dx.doi.org/10.1287/serv.2022.0020 [Google]
Hui, W., K.-L. Hui and W. T. Yue (2024): Cyber Insurance and Post-Breach Services: A Normative Analysis, Service Science, 16(3993), pp.124-141
Cyber insurance is becoming an essential tool for managing cybersecurity risks. In this study, we analyze how having the option to subscribe to cyber insurance services affects firms? risk prevention and mitigation decisions. We model the scenario where the firm purchases cyber insurance in a competitive insurance market and compare it against the case when it does not purchase cyber insurance. When there is a breach, cyber insurance can help cover mitigation expenses and breach losses. Consistent with the prior literature, we find that in most cases cyber insurance exacerbates ex ante moral hazard by decreasing expected risk prevention. However, it enhances ex post efforts by increasing expected risk mitigation, which can lead to more positive outcomes for the insured firm. The mechanism involves designing the contract with a delicate calibration of the coverage of breach losses and the coinsurance rate. Moreover, the findings highlight the importance of a healthy risk mitigation service market in managing cybersecurity risks.Funding: This research was supported in part by the Hong Kong SAR General Research Fund project [16502417].Supplemental Material: The e-companion is available at https://doi.org/10.1287/serv.2021.0120.
Link: http://dx.doi.org/10.1287/serv.2021.0120 [Google]
Vial, G. and C. Grange (2024): Conceptualizing digital service: coconstitutive essence and value cocreation dynamics, Journal of Service Management, 35(3994), pp.408-437
Purpose: This paper presents a new conceptualization of digital service anchored in a coconstitutive ontology of digital “x” phenomena, illuminating the pivotal role of the digital qualifier in the service context. Our objective is to provide a theoretically grounded conceptualization of digital service and its impact on the nature of the value cocreation process that characterizes digital phenomena. Design/methodology/approach: Drawing from scholarly works on digital phenomena and fundamental principles of service-dominant logic, this paper delineates the essence of digital service based on the interplay between digitization and digitalization as well as the operational dynamics of generativity and its constitutive dimensions (architecture, community, governance). Findings: The paper defines digital service as a sociotechnical process of value cocreation, where participants dynamically architect, govern and leverage digital resources. This perspective highlights the organic development of digital service and the prevalence of decentralized control mechanisms. It also underscores how the intersection between generativity’s dimensions—architecture, community and governance—shapes the dynamic evolution and outcomes of digital services. Originality/value: Our conceptual framework sheds light on our understanding of digital service, offering a foundation to further explore its nature and implications for research and practice, which we illustrate using the case of ChatGPT.
Link: http://dx.doi.org/10.1108/JOSM-12-2023-0520 [Google]
Marti, C. L., H. Liu, G. Kour, A. Bilgihan and Y. Xu (2024): Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda, Journal of Service Management, 35(3995), pp.438-458
Purpose: In an era where complex technological advances increasingly govern service delivery, it is incumbent on service firms to pioneer innovative strategies to sustain customer engagement and cultivate loyalty. This conceptual paper examines the transformative potential of artificial intelligence (AI) in the realm of online customer communities, with a particular focus on its creation, management and enhancement facets. The authors explore how AI can revolutionize the dynamics of customer interaction, feedback mechanisms and overall engagement within the service industry. Design/methodology/approach: This conceptual paper draws from marketing and management literature focusing on customer communities and AI in service and customer engagement contexts with a robust future research agenda. Findings: A classification of online customer community engagement is provided along with a conceptual framework to guide our understanding of the integration of AI into online customer communities. Originality/value: This exploration underscores the imperative for service firms to embrace AI-driven approaches to online customer community management, not only as a means to optimize their operations but as a vital strategy to stay competitive in the ever-evolving digital landscape. This paper examines the novel combination of AI with online customer communities and provides the framework in the form of an input-process-output (IPO) model for future research into this integration.
Link: http://dx.doi.org/10.1108/JOSM-10-2023-0443 [Google]
Choi, L., M. Kim and S. Kim (2024): The role of employee empathy in forming brand love: customer delight and gratitude as mediators and power distance belief as a moderator, Journal of Service Management, 35(3996), pp.381-407
Purpose: This study explores the influence of employee empathy on brand love, which subsequently affects customer advocacy, willingness to pay more (WTPM) and tolerance of failure. Additionally, it investigates the mediating role of customer delight and gratitude in connecting employee empathy with brand love and the moderating effect of power distance belief (PDB) between employee empathy and customer delight and gratitude. Design/methodology/approach: A total of 751 usable data were gathered through scenario-based online surveys within a hotel context. The proposed conceptual model used Partial Least Squares – Structural Equation Modeling (PLS-SEM) for testing. Findings: The results affirm the impact of employee empathy on brand love through the pathways of customer delight and gratitude, ultimately influencing positive customer behaviors, such as advocacy, WTPM and tolerance of failure. Moreover, the findings suggest that PDB diminishes the effect of employee empathy on customer gratitude, although it does not affect customer delight. Originality/value: The study introduces novel insights into the significance of employee empathy as an antecedent of brand love. It contributes to the literature by concurrently conceptualizing customer delight and gratitude as mediators between employee empathy and brand love, consequently leading to favorable consumer behaviors. Furthermore, it advances our theoretical comprehension of an individual customer’s PDB and its psychological impact.
Link: http://dx.doi.org/10.1108/JOSM-09-2023-0391 [Google]
Gustafsson, A., D. Caruelle and D. E. Bowen (2024): Customer experience (CX), employee experience (EX) and human experience (HX): introductions, interactions and interdisciplinary implications, Journal of Service Management, 35(3997), pp.333-356
Purpose: The purpose of this paper is to provide an overview of what (service) experience is and examine it using three distinct perspectives: customer experience (CX), employee experience (EX) and human experience (HX). Design/methodology/approach: The present conceptualization blends the marketing and organizational behavior/human resources management (OB/HRM) disciplines to clarify and reflect over the meaning of (service) experience. The marketing discipline illuminates the concept of CX, whereas the OB/HRM discipline illuminates the concept of EX. The concept of HX, which transcends CX and EX, is examined in light of its recent development in service research. For each of the three concepts, key themes are identified, and future research directions are proposed. Findings: Because the goal that individuals seek to achieve depends on the role they are enacting, each of the three perspectives on experience (CX, EX and HX) should have a different focal point. CX requires to focus on the process of solving customer goals. EX necessitates to think in terms of organizational context and job content that support employees. Finally, the focus of HX should be on well-being via enhanced gratification, and reduced violation, of basic human needs. Originality/value: This paper offers an interdisciplinary perspective on (service) experience and simultaneously addresses CX, EX and HX in order to reconcile the different perspectives on experience in service research.
Link: http://dx.doi.org/10.1108/JOSM-02-2024-0072 [Google]
Jaakkola, E. and M. Alexander (2024): Understanding and managing engagement journeys, Journal of Service Management, 35(3998), pp.357-380
Purpose: Existing research on customer journeys has tended to focus on the customer’s purchase decision-making and firm-controlled touchpoints, overlooking indirect touchpoints where customer resources and behaviors influence the firm and other actors, beyond financial patronage. This article develops the concept of engagement journeys and discusses their implications on journey design and management. Design/methodology/approach: This conceptual article synthesizes the customer journey and engagement literature to delineate the concept of engagement journeys. Insights from engagement research are reflected in the current journey management orthodoxy to provide novel implications for the management of engagement journeys. Findings: The engagement journey is defined as the customer’s process of diverse brand-related resource investments in interactions with the brand/firm and/or other customers, reflecting the customer’s cognitive, emotional and behavioral disposition. The analysis outlines the manifestations and nature of different types of touchpoints along the engagement journey, and the novel requirements for journey management. Research limitations/implications: The developed conceptualization opens up new avenues in both journey and engagement research. Practical implications: Some commonly held assumptions regarding journey quality and management do not hold true for engagement journeys, so there is a need for new approaches. Originality/value: Despite the proliferation of both journey and engagement research, only a handful of studies have considered the link between the concepts. The proposed novel conceptualization of an engagement journey breaks free from a predominant focus on purchase decisions. The analysis of engagement journeys and their management advances both customer journey and engagement research.
Link: http://dx.doi.org/10.1108/JOSM-02-2024-0066 [Google]
Tlili, A., M. Denden, M. Abed and R. Huang (2024): Artificial intelligence ethics in services: are we paying attention to that?!, Service Industries Journal, (3999), pp.1-24
Scant information exists in the literature on the ethical considerations when adopting and implementing Artificial Intelligence (AI) in services. To address this research gap, this study conducts a bibliometric analysis of 286 research articles, identified from the Scopus and Web of Science databases, on AI ethics in services. The findings revealed that most of the research on AI ethics in services is from the United Kingdom, the U.S., and China. The co-occurrence analysis further revealed that AI ethics is a complex dimension, where several ethic types are found, namely digital, business, machine, and artificial. Additionally, AI effects should be considered from micro, meso, and macro perspectives to ensure that AI systems are ethically correct. The thematic findings highlighted that for AI systems to be safe and effective in industry, they should be responsible and human-centered. Developing such systems requires defining and implementing several features, including transparency, responsibility, explainability, and accountability. Finally, the obtained findings highlighted the need for increasing awareness of AI ethics in services as well as developing regulatory frameworks and laws in this context. The findings of this study can help various stakeholders (policymakers, developers, business owners, etc.) promote the safe and effective adoption of AI in industry. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2369322 [Google]
Wu, M., W. Li, X. Wang, Y. Lu and C. Estay (2024): How and when workplace suspicion triggers knowledge hiding: the cross-level moderation effects of performance climate and mastery climate, Service Industries Journal, (4000), pp.1-30
Based on conservation of resources theory and social information processing theory, the paper explores how workplace suspicion behaviors by suspicious perceivers initiate subsequent knowledge hiding via psychological distress and under the cross-level moderation of team performance climate and mastery climate. This research collected multi-wave 552 valid employee questionnaires nested in 83 teams from service sector companies located in the central and eastern China. We analyzed data using multi-level analysis based on hierarchical linear modelling. Results showed that workplace suspicion is positively related to knowledge hiding, whereas psychological distress plays a mediating role in the relationship. Moreover, performance climate positively moderates the accelerating effect of workplace suspicion and psychological distress on knowledge hiding, while mastery climate negatively moderates the accelerating effect of workplace suspicion and psychological distress on knowledge hiding. The research contributes to examining the relationship between workplace suspicion and knowledge hiding in service organizations from the “actor-centric” perspective. Furthermore, the study provides a first step to reveal the “black box” of the impact of workplace suspicion on knowledge hiding and clarify the boundary conditions for the influence of workplace suspicion and psychological distress on knowledge hiding. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2369318 [Google]
Shen, P., F. Zhang, X. Fan and F. Liu (2024): Artificial intelligence psychological anthropomorphism: scale development and validation, Service Industries Journal, (4001), pp.1-32
This study explores the conceptualization, dimensional structure, and measurement of artificial intelligence (AI) psychological anthropomorphism in service scenarios. Data were collected using semi-structured in-depth interviews. A grounded theory research approach was employed to construct a structural model of AI psychological anthropomorphism that included the dimensions of personality, empathy, and mind. Exploratory and confirmatory factor analyses were subsequently conducted on questionnaire data collected through online surveys and from which a scale for AI psychological anthropomorphism was developed. It consisted of 16 items and demonstrated good reliability and validity. Moreover, using structural equation modeling, strong nomological validity was demonstrated. The results indicate that AI psychological anthropomorphism and its dimensions significantly and positively predict trust and identity threat. These findings enhance understanding of the conceptual meaning and dimensional structure of AI psychological anthropomorphism in service scenarios, as well as provide a psychometrically reliable and valid measurement tool for use in subsequent empirical research. Additionally, the findings offer important insights for AI developers, service providers, and regulatory agencies to ameliorate AI design, formulate AI marketing strategies, and refine AI governance policies. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2366970 [Google]
Yaşar, E., M. Demir and C. Cobanoglu (2024): Big data analytic capabilities, intrapreneurship, and service innovation behaviors: a moderated mediation model, Service Industries Journal, (4002), pp.1-25
Building on resource-based theory, entrepreneurial orientation theory, and intrapreneurship knowledge spillover theory, this study examined the relationship between big data analytics capabilities and service innovation as mediated by intrapreneurship behavior and moderated by strategic renewal behavior. Data were collected from 442 employees at 33 five-star hotels in Turkey and analyzed using structural modeling analysis. The findings revealed that big data analytics capabilities positively affect service innovation both directly and via intrapreneurship behavior. Strategic renewal behavior positively moderated the positive relationship between big data analytic capabilities and intrapreneurship behavior. This indicates that the impact of big data analytic capabilities on service innovation is influenced by intrapreneurial behavior, and that this influence is strengthened by strategic renewal behavior, that is, the organization’s ability to adapt its strategies and processes to incorporate new ideas and innovations. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2364816 [Google]
Rahman, M. H. A., J. Finsterwalder and V. G. Kuppelwieser (2024): Ageing and wellbeing co-creation: systematic literature review and future avenues for Transformative Service Researchers, Service Industries Journal, (4003), pp.1-30
Ageing is a natural process that is accompanied by several physical, psychological, cognitive, and social changes, which can have significant impact on health and wellbeing. This bibliometric analysis combined with a systematic thematic examination of the literature delves into the interplay of ageing, wellbeing, and service provision with a focus on reviewing publications in the eight top-tier service journals. This review seeks to answer how transformative service providers address the changing needs and unique requirements of the ageing populations, co-create services with them, and assess the challenges and potential advantages they encounter in co-creating wellbeing with the ageing population. This research examines the service ecosystem ‘wellbeing of the ageing population’ across all levels, including the ageing individuals (micro level), service providers (meso level), and government (macro level). Thematic analysis revealed eight salient key themes, illuminating how transformative services impact wellbeing co-creation when ageing. A comprehensive future research agenda for Transformative Service Research (TSR) is proposed to guide the development of services for wellbeing co-creation with the ageing population. This review calls attention to the pivotal role of transformative services in maintaining and enhancing wellbeing among ageing individuals and offers valuable insights to inform policy and practice. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2363934 [Google]
Yao, Z. and Z. Xiong (2024): The impact of family-like employee-organization relationship on unethical pro-family behavior, Service Industries Journal, (4004), pp.1-25
Unethical pro-family behavior is a prevalent, costly, and generally discreet employee activity in firms; however, there is limited research on the topic. Based on the self-classification theory, we collected three waves of data from employees of two firms in China to explore the influences of family-like employee-organizational relationship on unethical pro-family behavior (Study 1) and the boundary conditions between them (Study 2). The results of Study 1 showed that the family-like employee-organizational relationship had a significant negative impact on unethical pro-family behavior, with the relationship between the family-like employee-organizational relationship and unethical pro-family behavior mediated by both relational and transactional psychological contracts. Study 2 reconfirmed the findings of Study 1 and also found that differential leadership strengthened the positive impact of the family-like employee-organizational relationship on the relational psychological contract (from the perspective of ‘insiders’). Overall, the findings of the study explain why, how, and when employees exhibit unethical pro-family behavior. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2362831 [Google]
Weng, C., R. Yuan, D. Ye, B. Huang and J. Xun (2024): Leveraging responsible artificial intelligence to enhance salespeople well-being and performance, Service Industries Journal, (4005), pp.1-31
While artificial intelligence (AI) technologies have emerged as powerful tools for improving sales encounters and performance, the negative impacts of AI on frontline service employees are inevitable. However, research on responsible AI and its influence on frontline service employees’ well-being and performance from an ethical perspective is scarce. In this study, we draw on the ethics-of-care perspective to uncover the impact of responsible AI on frontline service employees’ well-being and sales outcomes. We designed two-stage data collection by surveying employees (
Link: http://dx.doi.org/10.1080/02642069.2024.2361291 [Google]
Sebhatu, S. P., Q. Hamdan and R. P. Fisk (2024): Conceptualizing service ethics for the complexity of modern service interactions, Service Industries Journal, (4006), pp.1-23
The emergence of digital service platforms enabled numerous interaction effects that remain largely unexplored, especially when it comes to the intended or unintended impacts on non-customers. This article conceptualises service ethics for modern interactions enabled by digital service platforms. The conceptual framework is illustrated through two narratives of non-customers intentionally and unintentionally exploited by customer interactions enabled by digital service platforms. By integrating theoretical insights with illustrative narratives, this article demonstrates the potential impact of digital service platforms on non-customer well-being, highlighting instances of exploitation and unintended consequences. This study advances service research by focusing on non-customers who might experience intentional or unintentional exploitation. Furthermore, this article outlines a future research agenda for exploring and advancing the understanding of service ethics along with implications for fostering ethical business practices and shaping ethical societal norms. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2359651 [Google]
Vatankhah, S., V. Bamshad, H. E. Arici and Y. Duan (2024): Ethical implementation of artificial intelligence in the service industries, Service Industries Journal, (4007), pp.1-25
This study employs a systematic literature review (SLR) combined with bibliometric analysis to investigate the ethical implementation of Artificial Intelligence (AI) in the service industries. This research uncovers key challenges such as privacy, bias, transparency, and accountability, emphasizing the critical need for ethical AI practices in service sectors handling sensitive customer data. Findings reveal that AI’s ethical implementation is crucial in areas like decision support, customer engagement, automation, and new service development. The analysis provides actionable insights into enablers, including ethical guidelines, human oversight, comprehensive training, and adaptive organizational culture, which are essential for unlocking AI’s potential and mitigating risks. The study offers a roadmap for future research, advocating interdisciplinary collaboration, customer co-creation in ethical frameworks, and sector-specific policy adaptation, ultimately aiming to build responsible and trustworthy AI in the service industries. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2359077 [Google]
Abdo, M. S., M. H. Elsharnouby and A. F. A. Mahran (2024): The role of customer’s engagement in service recovery, Service Industries Journal, (4008), pp.1-40
The current research aims to identify the role of customer’s engagement in service recovery. It examines the impact of inter-customer recovery relative to service provider recovery practices when failures are attributed to different causes, including severe service failures. Mixed methods approach is conducted to answer the research questions. The results demonstrated that service provider recovery, compared to inter-customer recovery, has a stronger impact on customers’ satisfaction and behavioural intentions, regardless of the cause and severity of the failure. However, customers perceive the service provider’s recovery efforts more favourably when the failure is attributed to another customer. The current research contributes to service management literature by providing insights into the influences of customers’ engagement behaviours during service delivery. It assists service providers in the development and implementation of effective recovery strategies to avoid customers’ negative behavioural outcomes. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2358506 [Google]
Manfreda, A., D. Wang, Y. Zhang and E. Ma (2024): Unraveling women (in) leadership in tourism and hospitality: a retrospect and outlook, Service Industries Journal, (4009), pp.1-28
Over the past two decades, the global workforce landscape has witnessed a significant shift, marked by a promising increase in the presence of women in leadership roles. This demographic change has ignited scholarly interest in the topic of Women in Leadership (WiL), particularly within the tourism and hospitality sectors. Despite growing attention, research in these fields is fragmented and lacks a cohesive theoretical framework. Addressing this gap, this systematic literature review analyzes 51 articles focusing on WiL within tourism and hospitality, offering a consolidated view of existing knowledge, identifying prevailing research trends, and critically assessing the current state of WiL studies in these sectors. Our study makes a substantial contribution by developing a comprehensive framework for understanding WiL in tourism and hospitality, aiding in the advancement of the subject within these disciplines. Additionally, it proposes a forward-looking research agenda to deepen the theoretical and practical understanding of WiL. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2357584 [Google]
Junaid, M., M. Javed, K. Hussain and K. Nusair (2024): Responsible brand leadership in services: fostering love, ethics, and empowerment, Service Industries Journal, (4010), pp.1-24
Recognizing the absence of clear guidance from marketing literature on the most effective leadership approach for brands, this study explores how brands, akin to human leaders, can strategically adopt responsible leadership. Thus, current research conceptualizes and examines responsible brand leadership’s direct and indirect effects on brand-related variables, including brand love, positive ethical judgment, and customer empowerment. Moreover, it examines the influence of ethical judgment and customer empowerment on brand love. The proposed framework was tested in restaurant contexts due to its dynamic nature. Data from 358 diners were collected via a structured questionnaire, and hypotheses were tested using MPlus 8.3. This study establishes responsible brand leadership as a viable construct and offers compelling evidence that it leads to positive outcomes. Multigroup analysis further validates the effectiveness of responsible leadership across gender and restaurant type. Brand managers can adopt responsible brand leadership for enhanced brand reputation and positive customer relationships. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2355614 [Google]
Badham, S. P., B. Taheri, D. Magistro, N. Grant, N. May and A. Goddard (2024): Health and fitness marketing appeals to older consumers, Service Industries Journal, (4011), pp.1-26
Global aging means that establishing methods to promote physical activity in older consumers has positive health outcomes. Four studies were conducted that investigated the role of support in encouraging physical activity in older consumers. Study 1 qualitatively showed that external social and technological support alongside internal motivational goals was responsible for driving physical activity in older consumers. Studies 2 and 3 established if cognitive ageing theory on environmental support could encourage imagery appeals and increase motivation for physical exercise. Physical exercise was easier to visualize and was more appealing when promoted to older consumers who were standing up compared to sitting down. Study 4 showed that older consumers were least confident at completing vigorous physical activity, which should be a focus for industry and policymakers. Overall, support that reduces cognitive demands may be an effective method of encouraging physical activity by improving visualization and raising motivation and confidence in older consumers. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2355255 [Google]
Camilleri, M. A., L. Zhong, M. S. Rosenbaum and J. Wirtz (2024): Ethical considerations of service organizations in the information age信息时代服务组织的道德思考, Service Industries Journal, (4012), pp.1-27
Few researchers sought to identify the most popular themes of study that promote ethical leadership in service organizations. This paper addresses this knowledge gap in the academic literature. Its research objectives are threefold: (i) first, it identifies and extracts high impact articles on service ethics published in the last 5 years; (ii) second, it presents the results from a thematic analysis, to shed light on research paradigms and areas of study focused on this topic; (iii) third, it advances theoretical and practical implications. In sum, this article raises awareness on ethical and social responsibilities of service organizations in an age where they are utilizing disruptive technologies, including artificial intelligence (AI), big data and analytics, as well as with sharing economy platforms, among others. The findings indicate that they are expected to conduct sustainability accounting, reporting and assurance of their environmental, social and governance (ESG) performance, to prove their legitimacy with stakeholders, among other responsibilities. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2353613 [Google]
Sigaeva, N., A. Öztüren and H. Kılıç (2024): Unmasking the influence of employees’ coping strategies on workplace bullying, Service Industries Journal, (4013), pp.1-21
Bullying is known to impair employees’ emotional state; however, the employees’ coping strategies used to manage stress may contribute to employees’ emotional state and their exposure to workplace bullying. Hence, drawing from the Cognitive Theory of Stress and Coping and the Three-Way Model of Workplace Bullying, our study hypothesized a link between coping strategies and exposure to workplace bullying. We proposed that active coping (problem-oriented and seeking support) is negatively related to workplace bullying exposure, while passive coping (avoidance-oriented) is positively associated with bullying exposure. Emotional exhaustion was posited to mediate this association by decreasing the effect of the active and increasing the passive strategy. Results from employing PLS-SEM on data from 440 participants indicated that avoidance-oriented coping influences bullying exposure and emotional exhaustion positively. Problem-oriented coping mitigates emotional exhaustion with no impact on bullying exposure. While problem-oriented coping negatively affects emotional exhaustion, it demonstrates no effect on bullying exposure. The discussion delves into theoretical insights, practical implications, and paths for future research. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2349070 [Google]
Arici, H. E., M. B. Saydam, A. Sökmen and N. Cakmakoglu Arici (2024): Corporate social responsibility in hospitality and tourism: a systematic review, Service Industries Journal, (4014), pp.1-30
Scholars have increasingly focused on the importance of corporate social responsibility (CSR) in the hospitality and tourism (H&T) industry due to its rapid growth and expansion. This study examined 192 CSR-focused empirical studies that were published in H&T journals. The report provides a comprehensive analysis by categorizing the data into several parts, such as publishing trends of CSR, segmentation by journals, theoretical frameworks, techniques, and CSR measurement scales. This study also develops a complex nomological network of CSR, examining its connections with the precursor factors, mediating variables, moderating impacts, and outcome effects. Key themes were identified using advanced thematic analysis techniques, providing crucial insights into the current status and future directions of CSR using Leximancer software. The results provide significant information for sustainable practices and influence prospective studies in the crucial field of corporate responsibility. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2345299 [Google]
Li, B., Y. Chang, L. Liu, H. Liu and J. Sun (2024): How does AI agent (vs. IVR system) service failure impact customer purchase behavior: mediating effect of customer involvement, Service Industries Journal, (4015), pp.1-19
In recent years, the use of artificial intelligence (AI) agents in customer service has become a prominent area of study, focusing on their influence over consumer behavior. However, there is a noticeable gap in the current literature regarding AI agent service failures during product information consultations and their effects on customer purchase behavior. The present study, grounded in attribution theory, investigates the effects of various types of self-service failures in both Interactive Voice Response (IVR) systems and AI agents on customer involvement and subsequent purchase behavior. The findings indicate that customers experiencing service failures with AI agents during the consultation stage are more inclined to make purchase behavior after human-led recovery compared to those encountering IVR system failures. Additionally, customer involvement is found to play a pivotal role as a mediator between types of service failures and purchase behavior. The results of this work may offer valuable theoretical and practical insights. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2344113 [Google]
Neuhofer, B. (2024): Transformative experiences: a conceptual analysis of the integration process, Service Industries Journal, 44(4016), pp.522-537
Transformative experiences are becoming an important economic offer in various service contexts. Current research primarily focuses on what triggers transformation. However, what is much less known is the aftermath and integration of such experiences. A transformative experience can only be considered complete when glimpses of new insights are accommodated, new knowledge structures emerge, and epistemic expansion occurs. This renders the integration stage one of the most critical parts of the transformative process. This conceptual research paper aims to zoom in on transformative experience integration by proposing a multi-phasic process model. The paper is novel and advances transformation theory and practice in that it focuses on the overlooked mechanisms of integration. By bridging the fields of transformative service research, positive psychology, and experience design, the paper contributes an original model as a missing puzzle piece to intentionally design and guide life-changing and long-term personal development experiences in a service setting. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2342295 [Google]
Foroughi, B., H. Hongsachart, S. Asadi, M. Iranmanesh, M. Ghobakhloo and E. Babaee Tirkolaee (2024): Reuse intention of augmented reality apps: recreational consciousness as moderator: 增强现实应用的再使用意图：娱乐意识 (Recreational Consciousness) 作为调节因素, Service Industries Journal, 44(4017), pp.480-521
This study investigated the determinants of intention to reuse augmented reality (AR) apps. The data were obtained from 439 IKEA Place app users and evaluated using the ‘partial least squares’ (PLS) and ‘fuzzy-set qualitative comparative analysis’ (fsQCA) approaches. PLS findings revealed that AR attributes significantly influence perceived ease of use, perceived usefulness, and confirmation. All the relationships under the technology continuance theory were confirmed except for the impact of perceived usefulness on attitude. Recreational consciousness positively moderates the influence of attitude on reuse intentions. fsQCA approach uncovered seven configurations of variables that result in high reuse intentions and identified satisfaction as a necessary condition. The study contributed to the literature by (i) exploring the drivers of intention to reuse AR Apps, (ii) extending technology continuance theory, (iii) demonstrating the moderating influence of recreational consciousness, and (iv) using the PLS-fsQCA approach. The findings help develop strategies and design AR apps aimed at retaining users. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2259313 [Google]
Bast, A., M. Engen and M. Røhnebæk (2024): Mediating roles of frontline employees in transformative service processes, Journal of Services Marketing, 38(4018), pp.549-563
Purpose: This paper aims to explore the role of frontline employees (FLEs) as mediators in transformative service processes within services targeting vulnerable users. Design/methodology/approach: This paper is based on a case study of the development and implementation of a dementia village, and the data consist of documents, in-depth interviews and field observations. Findings: The analysis identifies FLEs as mediators in six different roles. These roles highlight how FLEs perform as mediators, acting in between and for vulnerable users and thus supporting their well-being. Specifically, the roles explicate the mediating role of FLEs in the design and planning of transformative changes and in daily work practices. Practical implications: The different mediating roles of FLEs presented here should inform care providers and managers of how employees can become assets for supporting vulnerable users’ well-being during the design and planning stages of transformative change and through daily service work. Originality/value: This paper offers novel insights into the multifaceted roles of FLEs in transformative services. The findings add to the current debate on mediation in transformative services and contribute to the literature by extending and refining the established conceptual and empirical understandings of the role of transformative service mediators in consumers’ well-being.
Link: http://dx.doi.org/10.1108/JSM-09-2023-0350 [Google]
Good, V. (2024): Commentary: developing a deeper understanding of resilience in service contexts, Journal of Services Marketing, 38(4019), pp.392-396
Purpose: This paper aims to comment on resilience research within the context of frontline employees in sales and services marketing. Design/methodology/approach: This commentary is a reflection based on my research, extant academic and managerial literature and personal perspectives. Findings: Research findings show resilience is associated with increased employee effort and reduced turnover intentions in customer-facing roles. In addition, resilience can change over time and is not just a trait the employee is born with (or not). Hence, managers can cultivate resilience in employees. Practical implications: Resilience cannot be purchased. Instead, managers can inspire resilience in frontline employees by developing their feelings of self-efficacy on the job, a sense of belongingness to the organization and peers and a sense of purpose and relatedness to customers. Social implications: Resilience is not merely perseverance or grit; it is overcoming adversity and bouncing back to become better in the process. Thus, resilience is an important construct to study, particularly in customer-facing roles. Originality/value: This commentary offers a unique approach to understanding resilience, its outcomes and its antecedents in customer-facing roles.
Link: http://dx.doi.org/10.1108/JSM-09-2023-0348 [Google]
Hollmann, T. (2024): Commentary: “Back to the future” or “trapped in the future”? The future of services practice and research, Journal of Services Marketing, 38(4020), pp.249-251
Purpose: The aim of this commentary is to encourage service researchers to reflect on the state of the field as it pertains to the academia–industry intersection. The author puts forth a call to action to continue the work of the field’s founders in developing the foundations of the field and to carry the models and frameworks of the field deeper into industry practice. Design/methodology/approach: Personal reflections and in-depth interviews. Findings: The services discipline is based on foundational theories, models and frameworks developed, in part, as a response to needs expressed by industry. The development of these frameworks has not progressed to the level and format needed by industry, and the field is increasingly operating in silos. Resultantly, the services marketing domain has not developed its foundations to the level of depth needed to answer the call for “assistance” made by Shostack (1977). Research limitations/implications: The author encourages researchers to build a next set of paradigmatic foundations that broaden the field as a truly interdisciplinary endeavor and deepen its impact in industry. To accomplish these goals, it will be necessary to question original theoretical frameworks and show situations in which they require modification. Originality/value: This work suggests that researchers may be overemphasizing the silo aspects of the field and underestimating the lack of completeness of the service science field.
Link: http://dx.doi.org/10.1108/JSM-09-2023-0341 [Google]
Junaid, M., K. Goudarzi, M. F. Rasheed and G. N’Goala (2024): Conceptualization and validation of customer participation in health care: a study on chronic illnesses management, Journal of Services Marketing, 38(4021), pp.530-548
Purpose: Contrary to want-based services, customer participation has got lesser attention in high-credence services like health care. Customer participation for patients with chronic illnesses could be life-threatening and goes beyond the service organization’s physical environment. Realizing the importance of transformative service research in health-care services, this study aims to propose and validate the conceptualization of customer participation for patients with chronic illnesses. Design/methodology/approach: The study uses sequential exploratory research design with mixed method research. The first phase is a qualitative exploration of the nature and meaning of customer participation by synthesizing theory and insights from semi-structured interviews (N = 75) with doctors, patients and paramedical staff. Next, survey data (N = 690) of patients with chronic illnesses is used to validate the proposed conceptualization. Finally, nomological validity was also tested on an additional survey data set (N = 362) using SEM and FsQCA. Findings: The findings reveal that health-care customer participation is a three-dimensional behavioral construct in which a customer can participate by sharing information, involving in decision-making and ensuring compliance. The study also demonstrates that customer participation is a critical driver of satisfaction with life and perceived control on illness. Practical implications: The research provides policy guidelines for owners and operators of health-care organizations in developing frameworks for collecting participation data, which can be used in strategies for seeking customer participation. Originality/value: The research conceptualizes and validates “customer participation” as a multidimensional higher-order construct for patients with chronic illnesses, rarely focused in services marketing and management research on health care.
Link: http://dx.doi.org/10.1108/JSM-07-2023-0270 [Google]
Harrison-Walker, L. J. and J. A. Mead (2024): Exploring the fear of missing out (FOMO) and customer bonds in service relationships, Journal of Services Marketing, 38(4022), pp.636-655
Purpose: Most research has investigated the fear of missing out (FOMO) in the context of online activities, often associated with negative personal outcomes such as fatigue and stress. However, given the increased desire to be informed and included associated with FOMO, organizations that can effectively meet these needs may develop or strengthen social and structural bonds, thereby turning short-term customers with FOMO into lifelong patrons. This study aims to examine the relationship between FOMO and favorable organizational outcomes as mediated by several constructs associated with the desire for information and inclusion. Design/methodology/approach: This research was conducted within the higher education sector of the service industry. FOMO served as the IV. The mediators represented context-specific aspects of campus involvement and inclusion. Organizational outcomes related to the long-term services relationship served as the DVs. The sample consisted of 435 students recruited from research pools at two southern universities in the USA. Exploratory factor analysis, OLS regression and the Hayes–Macro were used to examine the data. Findings: The results demonstrate that FOMO is positively associated with students’ desires for information and inclusion (informal peer interaction, campus involvement, informal faculty interaction, campus information media use and a preference for in-person course scheduling), which are associated with the desirable university outcomes of satisfaction, connection and alumni donation/activity intentions. Practical implications: If a university fosters unstructured time spent with faculty and peers, and promotes campus information media involvement, students with higher levels of FOMO are more likely to be satisfied, feel connected to the university and report intentions to donate time and money as alumni. Originality/value: Prior research on FOMO is generally focused on internet and social media use; this study takes a broader perspective and identifies the effect of FOMO on a desire for information and inclusion within a novel context (a service environment). It also associates FOMO with favorable long-term service relationship outcomes that fortify social and structural bonds.
Link: http://dx.doi.org/10.1108/JSM-07-2023-0261 [Google]
Chen, P.-C. (2024): How do physical and social servicescapes shape the effects of positive affective displays on customer purchase outcomes?, Journal of Services Marketing, 38(4023), pp.601-618
Purpose: This study aims to use emotions-as-social information theory to investigate how physical (customer perceived store atmosphere) and social servicescapes (customer information searching) influence the effects of employees’ positive affective displays on customer outcomes via customer positive moods and positive expectation disconfirmation. Design/methodology/approach: This research included two studies, each using a distinct research design, to empirically test the proposed model. Study 1 involved 200 observational data points on objective purchase amounts from designer watch shops. In Study 2, data were collected from 230 customers in designer jewelry stores. Findings: The results of path analyses revealed that: employee positive affective displays are positively associated with customer purchase outcomes; employee positive affective displays had positive indirect effects on customer purchase outcomes by enhancing customer positive moods and positive expectation disconfirmation; these positive indirect effects were strengthened when customers engaged in information search behaviors; and these positive indirect effects were attenuated when customers perceive store atmosphere as favorable, indicating a substitution effect of customer perceived store atmosphere. Originality/value: Previous research has not thoroughly examined the role of the servicescape in moderating the effects of employees’ positive affective displays on customer purchase outcomes. This present study not only clarified the affective and cognitive mechanisms that link employees’ positive affective displays on purchase outcomes but also identified servicescape as a critical boundary condition of these effects.
Link: http://dx.doi.org/10.1108/JSM-07-2023-0253 [Google]
Wong, A. and J. Wong (2024): Service robot acceptance in museums: an empirical study using the service robot acceptance model (sRAM), Journal of Services Marketing, 38(4024), pp.619-635
Purpose: This study aims to apply the service robot acceptance model (sRAM) to examine how attitude toward human–robot interaction (HRI) and engagement influence consumer acceptance of service robots in a frontline setting. Design/methodology/approach: Data was collected from 255 visitors who interacted with a robotic tour guide at a city museum. The data was analyzed using smart PLS 4.0. Findings: The findings show the positive effects of subjective norms, appearance, perceived trust and positive emotion on both attitude toward HRI and engagement. In addition, social capability impacted attitude toward HRI, whereas perceived usefulness affected engagement. Practical implications: To deliver engaging museum experiences that bring about positive word-of-mouth and intention to visit, managers need to incorporate the sRAM dimensions in the design and deployment of service robots. Originality/value: This research uses field data to empirically validate the sRAM in the context of service robot acceptance. It introduces engagement as a novel mediating variable, enriching current understanding of human-like qualities in HRIs.
Link: http://dx.doi.org/10.1108/JSM-05-2023-0183 [Google]
J Nair, A., S. Manohar and A. Mittal (2024): Reconfiguration and transformation for resilience: building service organizations towards sustainability, Journal of Services Marketing, 38(4025), pp.404-425
Purpose: Amidst unpredictable and turbulent periods, such as the COVID-19 pandemic, service organization’s responses are required to be innovative, adaptable and resilient. The purpose of this study is to explore the utilization of both reconfiguration and transformational strategies as instruments for cultivating resilience and advancing sustainability in service organizations. Design/methodology/approach: The study examines a proposed resilience model using fuzzy logic. The research also used a semantic differential scale to capture nuanced and intricate attitudes. Finally, to augment the validity of the resilience model, a measurement scale was formulated using business mathematics and expert opinions. Findings: Although investing in resilience training can help organizations gain control and maintain their operations in times of crisis, it may not directly help service organizations understand the external turmoil, seek available resources or create adaptive remedies. Conversely, high levels of reconfiguration and transformation management vigour empower a service organization’s revolutionary, malleable vision, organizational structure and decision-making processes, welcoming talented and innovative employees to enhance capabilities during crises. Research limitations/implications: The resilience model bestows a comprehensive understanding of the pertinence of building resilience for service organizations identifying the antecedents that influence the adoption of these strategies and introduces a range of theoretical perspectives that empowers service organizations to conceptualize and plan for building resilience. The research guides service organizations to become more resilient to external shocks and adapt to changing circumstances by diversifying their offerings, optimizing their resources and adopting flexible work arrangements. The study elaborates on the enhancement of resilience, increasing innovation, improving efficiency and enhancing customer satisfaction for service organizations to remain competitive and contribute to positive social and economic outcomes through the adoption of both reconfiguration and transformational strategies. Practical implications: The study also guides the service organizations to become more resilient to external shocks and adapt to changing circumstances by diversifying their offerings, optimizing their resources and adopting flexible work arrangements. Rapid innovation and business model innovation are essential components, enabling service organizations to foster a culture of innovation and remain competitive. In addition, the adoption can lead to improved financial performance, job creation and economic growth, contributing to positive social and economic impacts. Social implications: The resilience model bestows a comprehensive understanding of the pertinence of building resilience for service organizations. It identifies the antecedents that influence the adoption of these strategies and introduces a range of theoretical perspectives that empowers service organizations to conceptualize and plan for building resilience. The research also provides a foundation for further investigation into the effectiveness of these strategies and their impact on organizational performance and sustainability. By better preparing service organizations for disruptions and uncertainties, this research triggers ameliorated organizational performance and sustainability. Originality/value: Within the realm of the service industry, the present investigation has undertaken the development, quantification and scrutiny of both resilience and tenacity. In addition, it has delved into the intricate dynamics surrounding the influencing factors and antecedents that bear upon resilience, elucidating their consequential impact on the operational performance and outlook of service-oriented organizations. The findings derived from this research furnish valuable insights germane to enhancing operational efficacy and surmounting impediments within the sector.
Link: http://dx.doi.org/10.1108/JSM-04-2023-0144 [Google]
Li, J. and Y. Chang (2024): The influence of seamless shopping experience on customers’ word of mouth on social media, Journal of Services Marketing, 38(4026), pp.578-600
Purpose: Despite the increasing relevance of seamless shopping experience in an omnichannel context, research on how seamless shopping experience affects customers’ word of mouth on social media (sWOM) remains scant. Based on the attribution theory, this study aims to investigate the effects of seamless shopping experience types on customers’ sWOM intentions from the perspective of smart-shopping feelings and validated the moderation role of shopping orientation. Design/methodology/approach: Using a data set of 301 omnichannel customers, three scenario-based experiments were conducted to address the research questions. Findings: An efficient and interconnected experience is more likely to positively affect sWOM intentions than an inefficient but interconnected experience. Furthermore, smart-shopping feelings were found to have a significant mediating effect. For experiential-oriented shoppers, the positive relationship between an efficient and interconnected experience, smart-shopping feelings and sWOM intentions was significantly strengthened. Originality/value: This research contributes to the sWOM and omnichannel service experience literature by investigating the influences of seamless shopping experience types on customers’ sWOM intentions. This research also provides recommendations for designing and delivering a superior, seamless shopping experience for omnichannel shoppers.
Link: http://dx.doi.org/10.1108/JSM-04-2023-0135 [Google]
Hur, W.-M. and Y. Shin (2024): Service employees’ STARA awareness and proactive service performance, Journal of Services Marketing, 38(4027), pp.426-442
Purpose: This study aims to explore the role of frontline service employees’ (FSEs) awareness that their job can be substituted by smart technology, artificial intelligence, robotics and algorithms (STARA) in their job autonomy and proactive service performance and when these relationships can be buffered. Drawing on the cognitive appraisal theory of stress, the study examined the mediating relationship between FSEs’ STARA awareness, job autonomy and proactive service performance and the moderating effects of self-efficacy and resilience on this relationship. Design/methodology/approach: The authors administered two-wave online surveys to 301 South Korean FSEs working in various service sectors (e.g. retailing, food/beverage, hospitality/tourism and banking). The Time 1 survey measured respondents’ STARA awareness, self-efficacy, resilience and job autonomy, and the Time 2 survey assessed their proactive service performance. Findings: FSEs’ STARA awareness negatively affected their subsequent proactive service performance through decreased job autonomy. The negative association between STARA awareness and job autonomy was weaker when FSEs’ self-efficacy was high than when it was low. While the authors observed no significant moderation of resilience, the author found a marginally significant three-way interaction between STARA awareness, self-efficacy and resilience. Specifically, STARA awareness was negatively related to job autonomy only when both self-efficacy and resilience were low. When either self-efficacy or resilience was high, the association between STARA awareness and job autonomy became nonsignificant, suggesting the buffering roles of the two personal resources. Research limitations/implications: Given that the measurement of variables relied on self-reported data, rater biases might have affected the findings of the study. Moreover, the simultaneous measurement of STARA awareness, self-efficacy, resilience and job autonomy could preclude causal inferences between these variables. The authors encourage future studies to use a more rigorous methodology to reduce rater biases and establish stronger causality between the variables. Practical implications: Service firms can decrease FSEs’ STARA awareness through training in the knowledge and skills necessary to work with these technologies. To promote FSEs’ proactive service performance in this context, service firms need to involve them in decisions related to STARA adoption and allow them to craft their jobs. Service managers should provide FSEs with social support and exercise empowering and supportive leadership to help them view STARA as a challenge rather than a threat. Originality/value: Distinct from prior research on STARA awareness and employee outcomes, the study identified proactive service performance as a key outcome in the STARA context. By presenting self-efficacy and resilience as crucial personal resources that buffer FSEs from the deleterious impact of STARA awareness, the study provides practitioners with insights that can help FSEs maintain their job autonomy and proactive service performance in times of digitalization and automation.
Link: http://dx.doi.org/10.1108/JSM-03-2023-0115 [Google]
Le, N.-H., M.-Q. T. Mai and K.-G. Le (2024): Mindfulness, resilience and the happiness of service employees working from home, Journal of Services Marketing, 38(4028), pp.460-473
Purpose: The work-from-home scheme (WFH) is increasingly being adopted in service firms. However, the blurred border between employees’ work and life can create work–life conflict (WLC) that negatively affects their well-being. Therefore, identifying factors that help employees overcome WLC and nurture their well-being is imperative. From a transformative service research (TSR) and personal psychology perspective, this study aims to explore the roles of service employee state of mindfulness and resilience in reducing WLC, alleviating its negative effects and ultimately nurturing their happiness. Design/methodology/approach: A structural model was proposed. Data were collected from 339 WFH employees in various knowledge-based services such as professional services, information, education and training, financial consulting and marketing. Direct, indirect, mediating and moderating effects were estimated using the CB-SEM method. Findings: Mindfulness is the overarching capability that helps reduce WLC and raise resilience. It nurtures WFH employee happiness not only directly but also via the mediation of resilience and WLC. Resilience, on the other hand, mediates the effect of mindfulness on happiness and moderates the negative impact of WLC on happiness. Practical implications: Firms are recommended to organize mindfulness and resilience training programs, and encourage organizational- and job-related facilitators. WFH employees should actively participate in such programs and add them to their to-do-list practices. Originality/value: To the best of the authors’ knowledge, this study is among the first empirical studies of employee mindfulness and resilience in the WFH context. It contributes to the TSR research stream and enriches the concepts of mindfulness and resilience by elucidating different mechanisms in which each of these personal qualities operates to help employees nurture happiness in this specific working condition.
Link: http://dx.doi.org/10.1108/JSM-03-2023-0109 [Google]
Shahmehr, F. S., A. Sohal and S. M. S. Khaksar (2024): How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?, Journal of Services Marketing, 38(4029), pp.494-508
Purpose: This study aims to explore how not-for-profit organisations (NFPs) adopt service innovation and improve their employee resilience capabilities as a response to environmental changes arising from marketisation of public services. Design/methodology/approach: Using a multiple case-study research design, this study involved 32 interviews with frontline employees working in a not-for-profit care-providing organisation. Findings: This study finds that the development of absorptive capacity can facilitate service innovation adoption in NFPs and improve employee resilience in times of transition. Originality/value: This study offers theoretical insights on service innovation, absorptive capacity and employee resilience in NFPs. It makes practical recommendations that will enable NFPs to help frontline employees better adopt service innovation practices in business models endorsed by the private sector.
Link: http://dx.doi.org/10.1108/JSM-03-2023-0096 [Google]
Lopez, E., J. A. Flecha-Ortiz, M. Santos-Corrada and V. Dones (2024): The role of organizational resilience in SME service innovation and value cocreation, Journal of Services Marketing, 38(4030), pp.443-459
Purpose: The COVID-19 pandemic has significantly affected service small- and medium-sized enterprises (SMEs), increasing the importance of understanding how these businesses can become more resilient and how service innovation can be an effective strategy to increase their adaptive capacity and survival. This study aims to examine the role of dynamic capabilities in service innovation as a factor explaining the resilience of SMEs in Puerto Rico and the Dominican Republic during the COVID-19 crisis and its impact on service innovation. Additionally, the authors assess whether service innovation has a significant impact on value cocreation in these businesses. Design/methodology/approach: This study used a quantitative method by surveying 118 SME owners in Puerto Rico and the Dominican Republic. The data were analyzed using partial least-squares structural equation modeling. Findings: The results reflect important theoretical contributions by analyzing resilience from an innovation perspective instead of a retrospective approach, which is an area that has not been analyzed in the literature. Additionally, theoretical contributions to marketing services in SMEs are discussed, which is an underresearched topic. The results advance by discussing the role of service innovation through the reconfiguration of resources and how this can be an effective strategy to increase value cocreation with customers during crises. Originality/value: This study is original in that it analyzes resilience from the perspective of innovation, and not from a retrospective approach. It offers a vision in response to the need for studies that provide a clearer conceptualization of resilience in small businesses. This highlights the importance of considering regional differences and service innovation as effective strategies to enhance resilience and value cocreation with customers.
Link: http://dx.doi.org/10.1108/JSM-03-2023-0081 [Google]
Prayag, G., L. K. Ozanne and M. Chowdhury (2024): How can service organizations build resilience by leveraging capabilities and service worker team knowledge?, Journal of Services Marketing, 38(4031), pp.474-493
Purpose: Grounded in dynamic capabilities theory, this study aims to examine how dynamic capabilities and a transactive memory system (TMS) can build the resilience of service organizations and improve their financial performance. Limited studies examine the link between a TMS and organizational resilience. Design/methodology/approach: The authors test a theoretical model on a sample of 350 UK service firms that were impacted by the COVID-19 pandemic and analyze the data using partial least square structural equation modeling. Findings: Results highlight the positive effects of a TMS and dynamic capabilities on organizational resilience. Only a TMS and organizational resilience have direct positive effects on financial performance. Originality/value: To the best of the authors’ knowledge, this is the first study to ascertain the influence of a TMS on organizational resilience in service firms following adversity.
Link: http://dx.doi.org/10.1108/JSM-02-2023-0059 [Google]
Hall, C. M. and S. Naderi Koupaei (2024): The possibilities of resilience for service organisations, Journal of Services Marketing, 38(4032), pp.397-403
Purpose: This paper aims to provide an examination of the use of the concept of resilience and its use in service organisation, ecosystem-related literature and the wider social sciences. Design/methodology/approach: This paper provides a critical review and commentary on the resilience literature in the social and business sciences and its relevance to service organisations. Findings: Two main approaches towards resilience are identified (engineering and socio-ecological resilience) with each having different assumptions about the nature of resilience with corresponding implications for policymaking, indicator selection and application in a service context. These approaches operate at different scales and possess different properties with respect to the likelihood of enacting transformative service marketing. Practical implications: Different conceptualisations of resilience have profound implications for resilience-related policymaking as well as understanding change and adaptation in service ecosystems and organisations. Social implications: The transformative possibilities of resilience are connected to the active enhancement and construction of social capacity by service organisations and the persistent resilience of the resilience concept. Originality/value: This paper highlights the importance of clearly defining the resilience concept and its implications for research and transformative service organisations.
Link: http://dx.doi.org/10.1108/JSM-01-2024-0039 [Google]
North, N. and C. Pechmann (2024): Improving donation service design: expanding choice to increase perceived justice and satisfaction, Journal of Services Marketing, 38(4033), pp.564-577
Purpose: Circumstances such as pandemics can cause individuals to fall into a state of need, so they turn to donation services for assistance. However, donation services can be designed based on supply-side considerations, e.g. efficiency or inventory control, which restrict consumer choice without necessarily considering how consumer vulnerabilities like low financial or interpersonal power might cause them to react to such restrictions. Thus, the purpose of this paper is to examine service designs that limit the choices consumers are given in terms of either the allowable quantity or assortment variety and examine effects on consumer perceptions of justice and satisfaction. Design/methodology/approach: Three experiments are reported, including one manipulating the service design of an actual food pantry. Findings: When consumers have low financial or interpersonal power, meaning their initial state of control is low, and they encounter a donation service that provides limited (vs. expanded) choice that drops control even lower, they perceive the situation as unjust and report lower satisfaction. Practical implications: Donation service providers should strive to design services that allow for expanded consumer choice and use interpersonal processes that empower beneficiaries so they perceive the service experience as just and satisfying. Collecting feedback from beneficiaries is also recommended. Originality/value: While researchers have started to look at the service experiences of vulnerable populations, they have focused primarily on financial service designs. The authors look at donation service designs and identify problems with supply-side limits to choice quantity and assortment.
Link: http://dx.doi.org/10.1108/JSM-01-2023-0001 [Google]
