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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Heirati, N., A. Leischnig and S. C. Henneberg (2024): Organization Architecture Configurations for Successful Servitization, Journal of Service Research, 27(4080), pp.307-326
Despite the growing importance of servitization as a source of competitiveness for manufacturers, limited knowledge exists about organizational issues of servitization. Drawing on transaction cost economics theory and a configuration theoretical perspective, our study illuminates different organization architectures for servitization and how firms align such architectures with servitization approaches to achieve high financial performance. We analyze qualitative data based on interviews with 22 managers and quantitative data from a survey of 161 equipment manufacturers. The results indicate that manufacturers mostly opt for one of three organization architectures for servitization: internal product business unit, internal specialized service business unit, or external service provider. In addition, they reveal equifinal configurations of servitization characteristics to achieve high financial performance for each organization architecture. The internal specialized service business unit turns out as a flexible organization architecture to successfully provide smoothing, adapting, and substituting services. The use of an external service provider is less suited for the provision of adapting and substituting services, which require more knowledge specialization and coordination. All three organization architectures can be used to provide smoothing services. In summary, the results may serve as decision-making templates for aligning organization architecture, offering characteristics, and service provider integration to pursue servitization successfully.
Link: http://dx.doi.org/10.1177/10946705231180368 [Google]
O’Loughlin, D., J. Gummerus and C. Kelleher (2024): It Never Ends: Vulnerable Consumers’ Experiences of Persistent Liminality and Resource (Mis)Integration, Journal of Service Research, 27(4081), pp.327-345
Transformative Service Research (TSR) highlights the fundamental importance of resource integration for consumer well-being. However, recent research suggests that resource integration can be problematic and imperfect, particularly for vulnerable consumers with complex and ongoing resource requirements. Such vulnerable consumers may face transition challenges and end up in an uncertain “in-between” experience of liminality, where the linkage to resource integration remains under-researched. In response to recent service prioritization challenges, we explore how vulnerable actors experience liminality and resource integration in service systems. The vulnerable actors highlighted in this study are parents in families of children with life-long conditions (e.g., autism spectrum disorder/ASD and Down syndrome). We reveal a new form of liminality as a persistent, relational phenomenon that interdependent vulnerable actors with ongoing complex resource needs collectively experienced within service systems. Further, we identify the dynamics of persistent liminality as Precipitating, Subsisting, and Resisting. Finally, in line with TSR, we shed light on the resource constraints that decrease the well-being of vulnerable consumers. We also identify implications for theory, practice, and future research.
Link: http://dx.doi.org/10.1177/10946705231184610 [Google]
Shehu, E., B. Veseli, M. Clement and K. P. Winterich (2024): Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals, Journal of Service Research, 27(4082), pp.346-363
Blood donation services seek new strategies to improve donor relationships and increase donor retention. In this study, we propose a novel strategy that employs appeals with feedback on the use of blood donors’ past donations. We theorize that this feedback increases the perceived relationship investment and, subsequently, the quality of the relationship with the blood donation service, thereby increasing redonations. An online experiment shows the positive effect of past donation use appeals on donation intention and transmission through perceived relationship investment and relationship quality. Three field studies with Red Cross Blood Donation Services confirm the effectiveness of past donation use appeals on redonation behavior compared with thank-you appeals and with a future donation use appeal. Past donation use appeals are effective for retention purposes, especially for more experienced donors and when sent shortly after the donation. Such appeals also lead to higher reactivation rates of inactive donors. In addition to having practical implications, the study contributes to the relationship and nonprofit service literature.
Link: http://dx.doi.org/10.1177/10946705231202244 [Google]
Tuunanen, T., J. Lumivalo, T. Vartiainen, Y. Zhang and M. D. Myers (2024): Micro-Level Mechanisms to Support Value Co-Creation for Design of Digital Services, Journal of Service Research, 27(4083), pp.381-396
This study identifies micro-level value co-creation mechanisms that support the design of digital services. As services are now becoming digital—or at least digitally enabled—how to design digital services that enable value co-creation between a service provider and customers has become an increasingly important question. Our qualitative research study provides one answer to this question. Based on 113 in-depth laddering interviews analyzed using interpretive structural modeling, our study shows that value co-creation mechanisms differ between business-to-business and customer-to-customer digital service types. We identify five mechanisms to support value co-creation in the design of digital services: (1) Social use, (2) Customer orientation and decision making, (3) Service experience, (4) Service use context, and (5) Customer values and goals. We claim that firms can readily utilize these mechanisms to improve their customers’ service experiences.
Link: http://dx.doi.org/10.1177/10946705231173116 [Google]
Nguyen, H., M. Groth and A. Johnson (2024): How Display Rules Influence Turnover in Healthcare Teams and the Moderating Role of Team Negative Affective Tone, Journal of Service Research, 27(4084), pp.397-413
Team display rules are expressive norms shared by team members about how to positively impact a customer’s perception of service quality and satisfaction. For frontline employees’ working in teams, however, the costs and benefits of team display rules are less clear as empirical links to objective, behavioral outcomes, such as turnover, are rare. In a study of 442 healthcare professionals, working within 72 teams in a large children’s hospital, we investigate the effects of positive team display rules (i.e., shared expectations among team members to express positive emotions) and negative team display rules (i.e., shared expectations among team members to suppress negative emotions) on time-lagged objective voluntary turnover. We found that positive team display rules prompted retention, while negative team display rules reduced psychological attachment (i.e., affective commitment) and increased voluntary turnover 12 months later. Team negative affective tone (i.e., negative emotions associated with different healthcare team contexts) amplified the detrimental effects of negative team display rules. Overall, this study highlights the important and nuanced effects of the socioemotional context of service teams, in particular, the consequential influence of team display rules on FLEs turnover behavior in a critical service context, that is, healthcare.
Link: http://dx.doi.org/10.1177/10946705231176070 [Google]
Rayburn, S. W., S. C. Makarem, M. Mohan, T. J. Arnold and Y. C. Jackson (2024): Development and Validation of a Service Captivity Scale, Journal of Service Research, 27(4085), pp.414-431
Service captivity is a customer’s perception of being constrained regarding choice, voice, and power during service provision. Customers in many contexts experience service captivity, and some do so daily. Service captivity experiences in extended and complex services are related to increased vulnerability, helplessness, and negative well-being. In more mundane services, it is associated with reduced fairness and quality perceptions, as well as heightened negative word-of-mouth and dissatisfaction. In short, customer and organizational outcomes are influenced by perceptions of service captivity. To better understand customers’ experiences of service captivity and facilitate research on this phenomenon, the current research is the first to develop and validate a robust measure of service captivity, which it does across six studies. The resulting unidimensional scale, which captures the reflective latent construct of service captivity as a manifestation of limited choice, voice, and power, is helpful for research aimed at understanding customers’ constrained service experiences and exploring the role of service captivity in service research models and service delivery outcomes.
Link: http://dx.doi.org/10.1177/10946705231185176 [Google]
Zhou, C., L. Lin, Z. Guo and J. Jiang (2024): Reductions in Customer Commitment: An Empirical Study on Pure Downgrade versus Hybrid Downgrade, Journal of Service Research, 27(4086), pp.432-449
While service providers strive to maintain customer relationships, a nontrivial number of customers downgrade their services, something that has been particularly true during the post-pandemic period or economic recession. Studying downgrade behavior is vital because it damages the bottom-line performance of service providers and reflects a reduced customer commitment. Unlike previous studies, we further divide downgrade behavior based on whether there is a change in the product category, that is, a downgrade to a lower-priced service option within the same product category (“pure downgrade”) versus a downgrade to a lower-priced service option in a different product category (“hybrid downgrade”). An analysis of customer data collected from a major telecommunications company shows fundamental differences in the determinants and consequences of these two downgrades. Transaction-related variables, such as service usage, have a significantly stronger positive effect on the likelihood of hybrid downgrade than on that of pure downgrade. Conversely, relationship-related variables like relationship length have an inverted U-shaped effect on pure downgrade but barely affect the likelihood of hybrid downgrade. Interestingly, customers who engage in pure downgrade are more likely to churn than those who engage in hybrid downgrade. The empirical findings offer valuable insights on customer relationships and churn management.
Link: http://dx.doi.org/10.1177/10946705231180048 [Google]
Yang, F., Z. Zhou and X. Huang (2024): A Lagged Experience Sampling Methodology Study on Spillover Effects of Customer Mistreatment, Journal of Service Research, 27(4087), pp.450-469
As a normative and ubiquitous nuisance in the service industry, customer mistreatment has received extensive attention for its profound impacts on front-line employees’ (FLEs) lagged reactions. Drawing upon the Conservation of Resources theory, our results of multilevel path analysis reveal that FLEs encountering daily customer mistreatment experience poor nightly sleep quality, which in turn drives them away from next-day customer-oriented prosocial behavior. These predictions are further contingent upon the levels of service rule commitment, defined as FLEs’ commitment to organizational service rules. In Study 2 and Study 3, we replicate the findings of Study 1 and expand the range of outcomes to cast FLEs’ turnover intention as another consequence triggered by customer mistreatment on the previous day. Furthermore, we incorporate optimal rule control and empathetic leadership into our analyses to propose the three-way interactions. The results unpack that the aggravating effect of high service rule commitment on the relationship between customer mistreatment and nightly sleep quality is buffered when rule control is optimal or when empathetic leadership is high. Taken together, our findings uncover the spillover-depleting effects of daily customer mistreatment and how the strength of such process is bound by personal and contextual factors.
Link: http://dx.doi.org/10.1177/10946705231190872 [Google]
Gallan, A. S., D. Hildebrand, Y. Komarova, D. Rubin and R. Shay (2024): Exploring customer engagement tensions when pursuing responsible business practices, Journal of Service Management, 35(4074), pp.464-489
Purpose: Designing and developing responsible business practices can create various tensions for service organizations. The purpose of this research is to develop a deeper understanding of the relationship between customer engagement (CE) and responsible business practices (e.g. environmental, social and/or governance [ESG], corporate social responsibility [CSR] and diversity, equity, and inclusion [DEI]) and explore customer engagement tensions that service organizations may face. Design/methodology/approach: This research develops a list of CE-related responsible business practice tensions and empirically explores their relevance through in-depth interviews with nine ESG professionals. Findings: This paper makes three important contributions. First, we find support for nine distinct but related tensions with implications for CE that organizations must navigate when pursuing responsible business practices. Second, interview participants provide some suggestions for tackling these tensions, which we support with relevant theories. Finally, we develop a conceptual framework that may stimulate future service research and inform the implementation of ESG strategies. Originality/value: To the best of the authors’ knowledge, this research is the first to conceptualize and empirically explore the tensions that emerge between responsible business practices and CE. The authors develop a novel analysis of the CE-related tensions that emerge when pursuing an ESG strategy. Research limitations/implications: The findings are based on a small sample of ESG professionals. Future research may take a quantitative approach to further evaluate the role that these tensions play in engaging customers. Practical implications: This research provides a conceptual framework that may guide ESG professionals in understanding, framing and navigating CE-related tensions when pursuing responsible business practices. Social implications: A social benefit may be found when service organizations are better able to successfully navigate CE-related tensions when pursuing responsible business practices.
Link: http://dx.doi.org/10.1108/JOSM-12-2023-0509 [Google]
Alkire, L., A. Bilgihan, M. Bui, A. J. Buoye, S. Dogan and S. Kim (2024): RAISE: leveraging responsible AI for service excellence, Journal of Service Management, 35(4075), pp.490-511
Purpose: This article introduces the Responsible AI for Service Excellence (RAISE) framework. RAISE is a strategic framework for responsibly integrating AI into service industries. It emphasizes collaborative AI design and deployment that aligns with the evolving global standards and societal well-being while promoting business success and sustainable development. Design/methodology/approach: This multidisciplinary conceptual article draws upon the United Nations’ Sustainable Development Goals (SDGs) and AI ethics guidelines to lay out three principles for practicing RAISE: (1) Embrace AI to serve the greater good, (2) Design and deploy responsible AI and (3) Practice transformative collaboration with different service organizations to implement responsible AI. Findings: By acknowledging the potential risks and challenges associated with AI usage, this article provides practical recommendations for service entities (i.e. service organizations, policymakers, AI developers, customers and researchers) to strengthen their commitment to responsible and sustainable service practices. Originality/value: This is the first service research article to discuss and provide specific practices for leveraging responsible AI for service excellence.
Link: http://dx.doi.org/10.1108/JOSM-11-2023-0448 [Google]
Hedley, T., B. Porco, T. L. Keiningham, L. Aksoy, L. A. Statuto and M. Amin (2024): Beyond apples and oranges: unraveling the complexity in corporate sustainability reporting, Journal of Service Management, 35(4076), pp.512-524
Purpose: This investigation highlights the discrepancies in sustainability reporting practices, and their implications for sustainable service. Design/methodology/approach: A comparative analysis methodology was employed, examining sustainability reports from similarly situated companies, specifically PepsiCo and Coca-Cola and The Home Depot, Lowe’s and HomePro. This approach was chosen to uncover variances in sustainability reporting and practices within these sectors using the Sustainability Accounting Standards Board (SASB) guidelines which all four firms followed in their sustainability reports. Findings: The study reveals significant disparities in how companies within the same industry apply SASB guidelines. These inconsistencies highlight a broader issue of non-standardization in sustainability reporting, leading to challenges in effectively evaluating the relative performance of companies in the same sector. Practical implications: The findings suggest managers must prioritize standardized and transparent sustainability reporting to build stakeholder acceptance and trust. Originality/value: This paper contributes to the existing literature by providing a detailed comparison of sustainability practices in two distinct industry sectors. It offers new insights into the challenges and importance of standardizing sustainability reporting and the potential impact on stakeholders.
Link: http://dx.doi.org/10.1108/JOSM-12-2023-0505 [Google]
Livne-Tarandach, R., J. Ball, P. Arora, A. Yemiscigil and J. Kandampully (2024): A 5C model of responsible service leadership: learning from living systems to play the infinite game, Journal of Service Management, 35(4077), pp.525-546
Purpose: This paper offers a new vision of responsible service leadership for service organizations nested in economic, societal and environmental contexts across time to foster collective flourishing. Design/methodology/approach: Following the call for novel perspectives that recognize service as a game among (vs between) people in service ecosystems, we build on service leadership theory to integrate insights from infinite (vs finite) games and biomimicry practices to propose a holistic model for responsible service leadership. Findings: We extend the 3C (competence, character and care) model of service leadership (Shek et al., 2021) adding context and chronos as essential pillars of responsible service leadership in nested ecosystems. We offer new interpretations and applications of the 3Cs through the lens of context and chronos. Research limitations/implications: This paper furthers the emerging conversation about unique leadership approaches for service, linking existing service leadership theories with holistic views of service ecosystems and enabling a shift from decontextualized models of leadership to a more inclusive approach. Practical implications: We propose that responsible service leadership can inspire new approaches to leadership development within organizations and in business education (e.g. competencies, settings) and a reconsideration of organizational structures (e.g. culture, selection and incentive design). Social implications: The proposed 5C model revisits foundational assumptions of responsibility in service leadership, integrating actors across and within service ecosystems, society at large and the environment in the present and future. Originality/value: This paper offers a conceptual framework – the 5Cs model of responsible service leadership – aimed at reimagining service leadership.
Link: http://dx.doi.org/10.1108/JOSM-12-2023-0506 [Google]
Moulton-Tetlock, E., S. Town, H. Rafieian, C. Corus and R. P. Fisk (2024): Cultivating wiser service systems through communication, Journal of Service Management, 35(4078), pp.547-569
Purpose: Our purpose is to offer the service research field a framework for cultivating wiser service systems via wise communication–which we define as “interactional activity that reflects and reifies the integrative, practical, and relational nature of organizations.” Design/methodology/approach: We draw on the Communicative Constitution of Organizations (CCO) theory to integrate insights and findings from three primary research fields – service, communication, and organizational science – to develop a framework for cultivating wiser service systems through wise communication. Findings: Our framework identifies three major components of wise communication: integrative, practical, and relational. These components require that wise communication be “holistic,” “dynamic,” and “constitutive” (the integrative component); “active,” “contextual,” and “pragmatic” (the practical component); and “compassionate,” “open-minded,” and “humble” (the relational component). We use illustrative examples from healthcare to show how these nine characteristics enable wise communication practices that facilitate wiser service systems. Practical implications: Our framework provides helpful ways to organize and inspire insights into cultivating wiser systems. This framework identifies the theoretical components of wise communication and specific communicative actions that system members can implement to shape wiser service systems. Social implications: Wiser service systems are necessary to tackle humanity’s complex social, economic, and environmental challenges. Originality/value: We propose a novel framework for cultivating wiser systems centered on wise communication. This framework contributes new insights into theory and practice. The application of CCO theory to service systems is unique. Our article is also an early example of adding normative context to the CCO literature. While wisdom literature primarily focuses on aspects of individual wisdom, we broaden the wisdom literature to service systems.
Link: http://dx.doi.org/10.1108/JOSM-12-2023-0510 [Google]
Tsiotsou, R. H., S. Kabadayi, J. Leigh, J. Bayuk and B. J. Horton (2024): To do or not to do? A typology of ethical dilemmas in services (TEDS), Journal of Service Management, 35(4079), pp.570-603
Purpose: This paper seeks to deepen and improve our understanding of business ethics in services by developing a typology that reconciles and integrates disparate and often conflicting ideas and viewpoints while providing practical guidance for ethical decision-making. Design/methodology/approach: The paper examines current theoretical approaches in ethics to provide an understanding of the ethical theories, how they have been applied and how they have evolved in businesses and marketing. It discusses conceptual issues related to ethical dilemmas and the available typologies. Findings: Based on the axioms of the Triple-A Framework for Ethical Service Research, the Typology of Ethical Dilemmas in Services (TEDS) is proposed. The typology identifies three types of dilemmas based on four dimensions considering all service interactions guided by normative ethics (virtue, deontological and consequentialism). Practical implications: The proposed DILEMMAS process illustrates the practical application of TEDS. Originality/value: This paper extends the ethics and services literature by offering a novel theoretical and practical approach to addressing ethical dilemmas. TEDS is authentic, advances our knowledge and applies to all service organizations that aim to manage ethical dilemmas effectively.
Link: http://dx.doi.org/10.1108/JOSM-11-2023-0471 [Google]
Shin, S. M., K. Chung and C. Kim (2024): The Effects of Homegrown Rule on Efficiency of Sports Teams: Evidence from the English Premier League, Service Science, 16(4068), pp.143-154
In the sports industry, governing bodies often have regulations for political and societal purposes. Despite their well-meaning intentions, the regulations often tend to be detrimental to stakeholders, including players and sports clubs. This study investigates the impact of the Football Association?s homegrown regulation on the operational efficiency of football clubs in the English Premier League (EPL). Using data envelopment analysis, we calculate the efficiency scores of 10 EPL clubs and compare them before and after the implementation of the regulation. Our results show that the efficiency of EPL football clubs decreased after the regulation was implemented, supporting the adverse effects of the homegrown rule. Our results further reveal that clubs were affected by the regulation to varying degrees. The distinct patterns of efficiency score changes in some clubs are explained by their unique managerial circumstances, such as ownership changes. Compliance costs, which vary depending on the level of each club?s youth academy system, also moderate the impact of the regulation. The findings of this study imply that imposing homegrown regulation on clubs unanimously without considering clubs? different conditions leads to operational inefficiencies, generating adverse effects. This study has rich implications with respect to the productivity management of team sports. It also provides deep insights for the governing bodies trying to develop better policies.Funding: This work was supported by an Incheon National University Research Grant in 2021.
Link: http://dx.doi.org/10.1287/serv.2023.0044 [Google]
Zijlstra, F. S., A. A. Alblas and F. Langerak (2024): Cross-Site and Cross-Generation Knowledge Transfer in High-Tech After-Sales Service, Service Science, 16(4069), pp.155-171
Learning and knowledge transfer are crucial to organizational success. Knowledge can transfer between sites and generations, yet prior research has studied both types of knowledge transfer in isolation. Understanding their combined effect is essential because many manufacturing and service organizations have multiple sites and generations. In contrast to prior research, we study both types of knowledge transfer simultaneously in a high-tech after-sales service organization. In doing so, we provide new insights into the learning processes of high-tech firms providing global after-service. We leverage 10?years of weekly observations of after-sales service experience and performance of a firm in the semiconductor industry to test learning curve models with cross-site and cross-generation knowledge transfer and temporal distance between generations. Our empirical model tests the impact of these different sources of experience on the downtime performance of five machine generations serviced by 30 globally distributed service sites. We find knowledge transfer across sites and generations, except for cross-site knowledge transfer from newer to older generations. That is, the introduction of new products disturbs the cross-site learning process of older products. Furthermore, cross-generation knowledge transfer is conditional to the temporal distance between product generations. Knowledge transfer decreases when the temporal distance increases.Funding: This research was funded by the high-tech company that facilitated this study.
Link: http://dx.doi.org/10.1287/serv.2021.0052 [Google]
Chung, K., L. T. M. Nguyen and D. T. T. Nguyen (2023): Improving Hotels’ Operational Efficiency Through ESG Investment: A Risk Management Perspective, Service Science, 16(4070), pp.172-183
Though environment-social-governance (ESG) practices are increasingly prevalent in the business world, academic research about the impact of ESG on firms? efficiency remains in its infancy. In this study sampling 24 international hotel firms during the period of 2013?2019, we examine how ESG standards improve these hotels? operational efficiency obtained via data envelopment analysis (DEA). We further investigate how ESG can help manage a crisis by examining the period before and after the COVID-19 pandemic. Our results reveal that ESG can indeed enhance hotels? efficiency. Specifically, the social and environmental aspects are the most important factors that contribute to the operational efficiency of hotel firms. In the context of the COVID-19 pandemic, hotel firms with the best ESG practice can be more efficient than others, especially those that have very high environmental and social scores. Overall, our findings suggest that hotel firms should consider ESG investment, not only as an effective and sustainable strategy during normal times but also as a crisis management strategy to overcome unexpected crises that may arise in the future.Funding: This work was supported by the Seed fund of Vin University [Grant IO 400043].
Link: http://dx.doi.org/10.1287/serv.2023.0080 [Google]
Boysen, N., D. Briskorn, J. Rupp and S. Schwerdfeger (2024): Jam in the Tunnel: On Urban Freight Tunnels, Their Operational Scheduling, and Unused Transport Capacity, Service Science, 16(4071), pp.184-201
Underground passageways for the transport of goods and people have fascinated mankind throughout the centuries. Recent initiatives in different parts of the world aim at rekindling the freight tunnel concept for urban logistics. According to this concept, freight is lifted into a tunnel, moved via electrically powered vehicles, rail cars, or maglev shuttles toward inner-city microhubs, and finally delivered with environmentally friendly vehicles to urban recipients. The main justification for this concept to outweigh the huge tunnel boring cost is a substantial reduction of road-based urban freight traffic. To warn about unfulfilled expectations, however, we show that the combination of time-critical goods, small inner-city hubs with restricted storage capacity, and the wrong booking procedure can hinder a loading of tunnel vehicles to capacity. To do so, we consider a polynomially solvable scheduling problem where due date-restricted shipments are to be assigned to tunnel vehicles and delivered to a given set of microhubs with limited storage capacity. Scarce hub capacities, tight due dates, and the wrong booking policy may not only lead to unused tunnel capacity but also to shipments that cannot be feasibly transported through the tunnel. If they are handed over to trucks as a fallback option, we show that a Braess-like paradox can occur: The time-critical, small-lot transports of the leftover shipments can produce even more surface traffic than trucking all shipments right from the start without the tunnel.Supplemental Material: The online appendices are available at https://doi.org/10.1287/serv.2023.0005.
Link: http://dx.doi.org/10.1287/serv.2023.0005 [Google]
Arora, A. and T. Jain (2024): Data Sharing Between Firms and Social Planners: An Economic Analysis of Regulation, Privacy, and Competition, Service Science, 16(4072), pp.202-222
Digital platforms share their customers? data with social planners, who may utilize it to improve socioeconomic infrastructure. This may benefit customers because of the experience of improved infrastructure. On the contrary, it may lead to privacy concerns among them (as these data sets may include sensitive information). In this paper, we analyze the game-theoretic model to characterize the granularity of data sharing between firms and the social planner and the investments by the social planner to improve public infrastructure. In order to analyze the impact of regulation on data sharing strategy, we consider the cases when data sharing is regulated (decided by the social planner) and unregulated (strategically decided by firms). Our analysis reveals that the firms as well as the social planner decrease the granularity of data with an increase in privacy concerns among customers. To analyze the impact of regulation, we compare the granularity of data shared under unregulated and regulated scenarios. We find that when the firm is monopolist, it shares data with a higher level of granularity in the unregulated scenario. Interestingly, we find that under market competition, the data granularity may be higher or lower compared with the regulated scenario. Specifically, we find that if firms jointly determine the granularity of data to be shared, they share data with higher granularity under the unregulated scenario; however, if they do not collaborate and individually decide on data sharing, we find that regulation leads to higher granularity of data to be shared. Finally, we find that firms? payoffs and customer surplus are higher under the unregulated data-sharing setup if they jointly determine the granularity of data; however, if they do not collaborate on data sharing, their payoffs, as well as customer surplus, are higher under regulation.Supplemental Material: The online appendix is available at https://doi.org/10.1287/serv.2022.0052.
Link: http://dx.doi.org/10.1287/serv.2022.0052 [Google]
Driessen, J., J. Arts and G.-J. van Houtum (2024): On the Importance of Service Parts When Taking Commonality and Reliability Decisions, Service Science, 16(4073), pp.223-240
Competitive Original Equipment Manufacturers (OEMs) do not only sell equipment, but also provide service contracts that ensure proper functioning and uptime of equipment after the sale. This makes OEMs responsible for a large part of an equipment?s life cycle. Therefore, OEMs aim to minimize the total life cycle costs of their equipment, in particular by commonality and reliability level decisions during the design phase. We consider these decisions for one component occurring in a family of systems. The commonality decision is about choosing a common component or dedicated components for the systems. The life cycle costs consist of design and production costs of all components, repair costs, inventory holding costs of service parts, and logistic downtime costs (i.e., downtime costs due to insufficient spare parts inventory). At many OEMs, the design department tends to exclude service parts considerations for the commonality and reliability level decisions. Excluding service parts leads to a simpler decision model, however, this may lead to non?optimal decisions. We compare two approaches for the commonality and reliability decisions: the anticipating approach, which includes inventory holding costs of service parts and logistic downtime costs, and the nonanticipating approach, which excludes these costs. Since the cost function under the anticipating approach is intractable, we first derive a cost function that approximates the actual costs via an asymptotic analysis. Next, we show that the anticipating approach selects the common component more frequently in comparison with the nonanticipating approach. For many problem instances, the nonanticipating approach leads to decisions that have a much higher overall cost than using the anticipating approach. The relative cost difference can become arbitrarily large when the family of systems consists of many systems.Funding: J. Driessen was funded by the Netherlands Organisation for Scientific Research [Grant 407-12-001].
Link: http://dx.doi.org/10.1287/serv.2023.0009 [Google]
Sigala, M., K.-B. Ooi, G. W.-H. Tan, E. C.-X. Aw, T.-H. Cham, Y. K. Dwivedi, W. H. Kunz, K. Letheren, A. Mishra, R. Russell-Bennett and J. Wirtz (2024): ChatGPT and service: opportunities, challenges, and research directions, Journal of Service Theory and Practice, 34(4092), pp.726-737
Purpose Since its inception, ChatGPT has been disruptively transforming how businesses operate along the whole value chain. The service sector is no exception from these technological advances. Given its potential and significance, five major areas whereby ChatGPT has great potential in services management are identified and discussed in terms of opportunities, challenges and research agendas: service marketing, customer experience, digital services, cost-effective service excellence, and ethical and corporate digital responsibility. Design/methodology/approach By adopting an expert-oriented perspective approach, the study leverages the expertise of 11 knowledgeable contributors from the fields of service and information systems to foresee the implications of ChatGPT in services. The article comprehensively examines the current body of literature and practices in ChatGPT and services and proposes a forward-thinking research agenda for service scholars and practitioners. Findings The contributors recognize that ChatGPT has the potential to transform service offerings significantly, enrich customer experiences, optimize service costs, and contribute to societal advantages through improved digital services. However, they also acknowledge the disruption ChatGPT may cause to traditional service practices, including the potential loss of human touch in services, challenges to privacy and security, and the potential negative outcomes affecting service consumers and employees in terms of inequality, biases, and misuse of ChatGPT. Originality/value This article introduces a groundbreaking investigation into the use of ChatGPT in services management. The originality is demonstrated by examining the potential and obstacles to applying ChatGPT in different service domains. In addition, this research serves as a guiding light for subsequent studies by suggesting an in-depth research agenda, including understanding the design and optimization of ChatGPT in the customer service journey, the role of ChatGPT in assisting service organizations to promote responsible services, and implications of ChatGPT on service stakeholders.
Link: http://dx.doi.org/10.1108/JSTP-11-2023-0292 [Google]
Coreynen, W., J. Vanderstraeten, J. van Hugten and A. van Witteloostuijn (2024): Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics, Journal of Service Theory and Practice, 34(4088), pp.637-663
Purpose Despite the increasing attention given to product-service integration (PSI), little is known about this innovation strategy from a key decision-maker’s perspective. To address this gap, our study draws from personality psychology and decision-making (DM) logics theory to better understand why and how companies’ decision-makers strategize for PSI. Design/methodology/approach Using an abductive, empirics-first approach, we identify the study’s theoretical building blocks, followed by an exploratory quantitative analysis to generate new theory. We propose a fit-as-mediation conceptual framework suggesting that (1) specific personality traits [i.e. honesty-humility (H), emotionality (E), extraversion (X), agreeableness (A), conscientiousness (C) and openness to experience (O) (HEXACO)] make decision-makers more likely to include PSI in their company’s strategy and (2) depending on their personality, they apply different DM logics (i.e. causation or effectuation) to do so. To empirically examine this, we use data from 289 SMEs’ decision-makers. Findings We report several meaningful relationships among our key theoretical constructs. For instance, we find that conscientious decision-makers are more likely to develop a PSI strategy via causation, whereas extravert decision-makers are more likely to do so via both causation and effectuation. Originality/value This service study is the first to apply the well-established HEXACO Personality Inventory to companies’ key decision-makers. Moreover, it contributes to the microfoundations of PSI strategy and DM logic theories.
Link: http://dx.doi.org/10.1108/JSTP-05-2023-0164 [Google]
Iqbal, J., S. Shagirbasha and K. Madhan (2024): Empowering frontline service employees: examining the link between psychological empowerment, prosocial motivation and proactive behavior through the lens of horizontal collectivism, Journal of Service Theory and Practice, 34(4089), pp.664-688
Purpose Elucidating self-determination and psychological empowerment theories, the current study aims to examine the link between psychological empowerment and proactive behavior. Additionally, it delves into the mediating role of prosocial motivation and assesses the moderating effects of horizontal collectivism between psychological empowerment and proactive behavior, examining the moderated-mediation effects of horizontal collectivism. Design/methodology/approach A structured questionnaire was distributed in three waves (T1, T2 and T3) among frontline service hotel workers, out of which only 507 were retained and found useful for analysis. The study employed PROCESS macro models 4 and 8 for the analyses. Findings The results indicated that psychological empowerment is connected to proactive behavior through the partial mediation of prosocial motivation. Further, when horizontal collectivism is high, the favorable association between psychological empowerment and proactive behavior via prosocial motivation is stronger. Originality/value Proactive service workers have an innate tendency to contribute optimally to their organization. Yet, research is insufficient about the factors that lead to proactive behavior among frontline service hotel workers. To date, there are hardly any empirical studies that have examined the buffering effects of horizontal collectivism between psychological empowerment and proactive behavior, which contributes to the originality and novelty of our research. In addition, this study offers practical implications related to ways to improve psychological empowerment among frontline service hotel workers in the ever-increasing era of automation.
Link: http://dx.doi.org/10.1108/JSTP-04-2023-0119 [Google]
Wang, X. and Y. Zhang (2024): Brand avatar present or absent? Investigate brand avatar and consumer forgiveness in public apology, Journal of Service Theory and Practice, 34(4090), pp.689-709
Purpose The rising occurrence of digitally driven public consumer complaints has made it necessary for enterprises to obtain consumer forgiveness. However, existing research has provided little understanding regarding how to obtain consumer forgiveness effectively. Thus, the present study examined how brand avatars can improve consumer forgiveness in the context of public apology. Design/methodology/approach This study tested the mechanism of a brand avatar on consumer forgiveness using three studies. Specifically, we explored the direct and mediating effect of empathy toward a brand (Study 1); we identified the moderating mediating effect of humorous responses (Study 2) and product type (Study 3). Data for these studies were collected on Credamo. We analyzed the data using SPSS (26.0) for the primary analysis and PROCESS (3.5) for the mediating and moderating mediating analysis. Findings The results indicate that brand avatars enhance consumer forgiveness. Moreover, empathy toward a brand plays a mediating role in the effect of brand avatars on consumer forgiveness. Additionally, when a humorous response is present, a brand avatar can enhance customer forgiveness through empathy toward that brand. Compared to utilitarian products, hedonic products can also increase the impact of a brand avatar on empathy toward the brand, thus enhancing consumers’ forgiveness. Originality/value From the perspective of emotion, this study explored the impact of brand avatars on consumer forgiveness via empathy toward a brand. It augments the research on brand avatars and consumer forgiveness. The study also verified the moderating mediating effect of humor response and product type while expanding the brand avatar research boundary.
Link: http://dx.doi.org/10.1108/JSTP-10-2023-0280 [Google]
Mathmann, F., D. Wang and J. E. Christian (2024): When and why does customization reduce booking cancellations? Field evidence from two hotels, Journal of Service Theory and Practice, 34(4091), pp.710-725
Purpose This study employs S-D Logic to examine the hotel booking behaviors of individuals, with a focus on the impact of service customization on service cancellation. Additionally, the moderating role of social co-creation is explored to provide further insight. Design/methodology/approach The paper draws on booking data from two hotels: a resort hotel with 40,060 recorded bookings, including 11,122 cancellations, and bookings from a city hotel with 79,330 bookings, including 33,102 cancellations. Findings The result reveals that bookings with higher levels of initial customization, such as special requests, are more likely to be modified later and less likely to be canceled. Interestingly, while multi-adult bookings were found to have a higher cancellation rate than individual bookings, the effects of customization commitment were more pronounced for multi-adult bookings. Originality/value This paper is the first to establish a connection between service customization, the number of adults on a booking and the likelihood of cancellation, thus providing new empirical evidence for the emergence of customization effects in services. Additionally, the study identifies important contingencies based on the number of consumers in a booking.
Link: http://dx.doi.org/10.1108/JSTP-11-2023-0302 [Google]
Torres, E., M. Kizildag and J. Lee (2024): The quest for delightful experiences and profitable enterprises: how customer delight impacts financial performance, Journal of Service Theory and Practice, 34(4093), pp.738-764
Purpose The present research sought to analyze the effects of customer delight on both internal and external financial structures of publicly traded, service firms. Design/methodology/approach Primary (i.e. survey) and secondary (i.e. financial records) data sources were gathered. A total of 685 participants responded to one questionnaire focusing on hotels and another one focused on restaurants, both of which measured levels of customer delight and satisfaction. Financial data were gathered from Center for Research in Security Prices, CRSP/COMPUSTAT. Findings Results of MANOVA revealed that there was a significant difference in the net profit margin (NPM) based on customer delight. Canonical correlation results exposed a significant correlation between satisfaction and delight combined and the financial performance measures (net profit margin, cash flow margin, return on assets and b-beta) combined. Practical implications By delighting their customers, managers will achieve higher profit margins. However, these are not likely to result in improved cash flow margin or return on assets. The effects of COVID-19 can alter yearly returns; thus, longitudinal research is needed to continue testing for the effects on delight on financial performance. Originality/value The relationship between delight and financial measures had not been previously determined (notwithstanding a few studies using substitute measures for financial performance). The present study uses actual data from the financial filings to empirically test their relationship to customer delight.
Link: http://dx.doi.org/10.1108/JSTP-04-2023-0112 [Google]
McGraw, J., R. Russell-Bennett and K. M. White (2024): Men’s transformative health service use: rethinking customer experience of vulnerability, Journal of Services Marketing, 38(4094), pp.657-676
Purpose: Preventative health services are keen to identify how to engage men and increase their participation, thus improving health, well-being and life expectancy over time. Prior research has shown general gender norms are a key reason for men’s avoidance of these services, yet there is little investigation of specific gender norms. Furthermore, masculinity has not been examined as a factor associated with customer vulnerability. This paper aims to identify the relationship between gender norm segments for men, likely customer vulnerability over time and subjective health and well-being. Design/methodology/approach: Adult males (n = 13,891) from an Australian longitudinal men’s health study were classified using latent class analysis. Conditional growth mixture modelling was conducted at three timepoints. Findings: Three masculinity segments were identified based on masculine norm conformity: traditional self-reliant, traditional bravado and modern status. All segments had likely customer experience of vulnerability. Over time, the likely experience was temporary for the modern status segment but prolonged for the traditional self-reliant and traditional bravado segments. The traditional self-reliant segment had low subjective health and low overall well-being over time. Practical implications: Practitioners can tailor services to gender norm segments, enabling self-reliant men to provide expertise and use the “Status” norm to reach all masculinity segments. Originality/value: The study of customer vulnerability in a group usually considered privileged identifies differential temporal experiences based on gender norms. The study confirms customer vulnerability is temporal in nature; customer vulnerability changes over time from likely to actual for self-reliant men.
Link: http://dx.doi.org/10.1108/JSM-06-2023-0220 [Google]
Meng, H. and H. Sadjady Naeeni (2024): Presence: consumers’ different reactions to service and manufacturing firms with low CSR in social conduct, Journal of Services Marketing, 38(4095), pp.677-690
Purpose: This study aims to explain why low social conduct in corporate social responsibility (SC-CSR), especially employee exploitation, has a stronger negative impact on consumer reactions for service firms than for manufacturing firms. Design/methodology/approach: Five experiments compared consumer reactions to service and manufacturing firms with low SC-CSR. Study 1 used a choice-based conjoint design to examine the relative importance of various shared attributes when consumers chose services versus goods. Study 2 revealed that low SC-CSR led to more pronounced negative consumers reactions toward service firms. Studies 3A and 3B explained this difference through a serial mediation analysis. Study 4 ruled out an alternative explanation regarding the differentiated effects. Findings: The results reveal that consumer reactions to employee exploitation in service firms are more negative compared to manufacturing firms. This is because consumers’ sense of presence (i.e. feeling of being there) is stronger in a service setting, leading to more intense empathetic emotions toward service employees. Originality/value: This research contributes to the CSR literature by challenging the conventional notion that sweatshops are more problematic for manufacturing firms. By contrast, the results indicate a stronger negative effect on service firms. It contributes to the services marketing literature by conceptualizing a novel cognitive mechanism. Traditionally, consumers’ negative reactions are driven by anger. However, the authors show that empathetic feelings toward mistreated employees play a predominant role. While it is imperative for all firms to ensure fair treatment of their employees, the findings underscore the heightened significance of this aspect for service firms, given their susceptibility to more pronounced negative effects.
Link: http://dx.doi.org/10.1108/JSM-04-2023-0152 [Google]
Gupta, A., S. Roy and R. Kamath (2024): Filling in the gaps: a service ecosystem perspective on purchase groups as interstitial markets, Journal of Services Marketing, 38(4096), pp.691-710
Purpose: Given the continuing need to study service marketing adaptations that emerged in the wake of Covid-19, this paper aims to look at the formation and evolution of purchase groups (PGs) that arose in Indian gated communities during the pandemic and have continued functioning in the post-pandemic marketplace. Not only did these groups act as much-needed interstitial markets during a time of significant external disruption, but they also served as sites of value co-creation, with consumers collaborating with each other and with service providers. Design/methodology/approach: Using a phenomenological research approach, the authors conducted 22 in-depth interviews with Indian consumers and small service providers to gather accounts of how PGs started and evolved with time. Subsequent data coding and analyses are conducted with NVivo 12. Findings: Using the service ecosystem perspective, the authors illustrate seven distinct themes that capture the nuances of the formation and evolution of PGs. These consist of entrepreneurality, collectivity, and fluidity at the service ecosystem level, hybridity and transactionality at the servicescape level, and mutuality and permeability at the service encounter level. Originality/value: This study provides an empirical and theoretically grounded account of a long-term service marketing adaptation that has persisted in the post-pandemic marketplace. This helps us address recent calls for such research while also adding to the work on value co-creation in collective consumption contexts and extant discourse on service ecosystems.
Link: http://dx.doi.org/10.1108/JSM-08-2023-0302 [Google]
Mehmood, K., K. Verleye, A. De Keyser and B. Larivière (2024): The transformative potential of AI-enabled personalization across cultures, Journal of Services Marketing, 38(4097), pp.711-730
Purpose: The widespread integration of artificial intelligence (AI)-enabled personalization has sparked a need for a deeper understanding of its transformative potential. To address this, this study aims to investigate the mental models held by consumers from diverse cultures regarding the impact and role of AI-enabled personalization in their lives (i.e. individual well-being) and in society (i.e. societal well-being). Design/methodology/approach: This paper uses the theories-in-use approach, collecting qualitative data via the critical incident technique. This data encompasses 487 narratives from 176 consumers in two culturally distinct countries, Belgium and Pakistan. Additionally, it includes insights from a focus group of six experts in the field. Findings: This research reveals that consumers view AI-enabled personalization as a dual-edged sword: it may both extend and restrict the self and also contribute to an affluent society as well as an ailing society. The particular aspects of the extended/restricted self and the affluent/ailing society that emerge differ across respondents from different cultural contexts. Originality/value: This cross-cultural research contributes to the personalization and well-being literature by providing detailed insight into the transformative potential of AI-enabled personalization while also having important managerial and policy implications.
Link: http://dx.doi.org/10.1108/JSM-08-2023-0286 [Google]
Chaouali, W., M. Y. Haddoud, M. Mousa, A. M. Elbaz, N. Aloui and F. Dekhil (2024): Understanding Muslim frontline employees’ perceived religious discrimination and emotional exhaustion, Journal of Services Marketing, 38(4098), pp.731-745
Purpose: This study aims to investigate the impact of perceived subtle and overt discrimination on employees’ emotional exhaustion, along with potential mitigating factors such as social support, organizational inclusion and religiosity. Design/methodology/approach: The research is based on a sample of 359 Muslim employees working in US restaurants. The data are analyzed using fuzzy-set Qualitative Comparative Techniques. Findings: The results reveal that high/low emotional exhaustion in tourism and hospitality sector is triggered by multiple combinations of high/low levels of subtle and overt discrimination, family and friends support and religiosity. Such findings hold important implications to both theory and practice. Research limitations/implications: By using fuzzy-set Qualitative Comparative Analysis, this research stands out from studies on discrimination that use conventional statistical methods. It proposes several solutions leading to a single outcome (high/low emotional exhaustion). This new approach contributes to the advancement of theory in this context. Practical implications: This study shows that there is no single best solution for high/low emotional exhaustion. Stated differently, multiple solutions provide several ways for firms to mitigate employees’ emotional exhaustion. Originality/value: Religious discrimination in workplaces is increasing at an alarming rate, particularly in customer facing roles, such as the tourism and hospitality industry. This is having detrimental effects on employees from minority groups, often leading to excessive levels of emotional exhaustion. Nonetheless, the extant literature has somewhat understated the consequences of this issue, creating a void that needs to be fulfilled. This study addresses this gap.
Link: http://dx.doi.org/10.1108/JSM-08-2023-0312 [Google]
Zal, S., L. Guo, C. Tang and J. Zhang (2024): Exploring the role of the service provider in sharing economy services, Journal of Services Marketing, 38(4099), pp.746-760
Purpose: This paper aims to investigate the role of the service provider in determining customer satisfaction in sharing economy services. The authors sought to examine how the intrinsic and extrinsic cues along with their interactions influence customer satisfaction. Design/methodology/approach: This research uses a mixed-methods design to test the hypotheses. Study 1 uses secondary data from Inside Airbnb. Study 2 uses a 2 × 2 × 2 between-subject experimental design. Findings: Both studies support the confirmation bias perspective over the expectancy-confirmation perspective in explaining the interplay among different cues in determining customer satisfaction. In the context of Airbnb, in the absence of a Superhost badge, if hosts adopt a reactive communication style, physical presence has a greater impact on customer satisfaction compared to virtual presence. Originality/value: This study extends the services marketing literature and cue utilization theory by investigating the dynamic interactions among multiple intrinsic and extrinsic service cues. It shed new light on how a combination of these cues may become additive or redundant in determining customer satisfaction. This study contributes to the services marketing literature by addressing the interactive nature of sharing economy services and the neglected role of service providers.
Link: http://dx.doi.org/10.1108/JSM-05-2023-0171 [Google]
Friend, J. M. and D. L. Alden (2024): Improving health service design and delivery for men: does gender targeting matter?, Journal of Services Marketing, 38(4100), pp.761-775
Purpose: Consumer well-being in health-care settings is often undermined by information asymmetries, uncertainty and complex choices. Men are generally less motivated to adopt support tools designed to facilitate shared decision-making (SDM) and increase involvement in health service delivery. This study aims to examine the effects of sports team metaphors in a male-centered decision aid on empowerment and preparedness within a sleep apnea treatment context, a common disease among men. Individual-level factors that influence the decision aid experience are also considered. Design/methodology/approach: An online panel sample of 296 US men was randomly assigned to a generic or gender targeted decision aid. The scenario-based method was used to simulate the decision aid experience. A one-way MANOVA tested the effects of gender targeting on SDM-related outcomes. Structural equation modeling was then undertaken to analyze relationships between self-construal and these outcomes. Findings: Participants who experienced the gender-targeted decision aid reported higher levels of empowerment and preparedness. The positive relationship between collective interdependence and empowerment was stronger among those who received the targeted decision aid. The positive relationship between empowerment and preparedness was also significantly stronger in the targeted group. Empowerment mediated the effect of self-construal on preparedness. Originality/value: Little to no research has evaluated the effectiveness of sports team metaphors in improving SDM and facilitating health-care value cocreation. Results provide insight into how to enhance service design and delivery for men facing medical decisions.
Link: http://dx.doi.org/10.1108/JSM-11-2023-0408 [Google]
Do, D. K. X. and J. L.-H. Bowden (2024): Determinants of disengagement and negative customer engagement behaviour: expectancy disconfirmation and justice perspectives, Journal of Services Marketing, 38(4101), pp.776-801
Purpose: This study aims to identify the determinants of customer disengagement (CD) and negative customer engagement (NCE) behaviours following service failure. Design/methodology/approach: This study distributed a survey on negative service experiences to 404 customers in Vietnam and analysed the data using structural equation modelling. Findings: Based on the findings, this paper developed a comprehensive model of the determinants of CD and NCE behaviours. CD manifests as “neglect”, while NCE manifests as vindictive, third-party and online complaints and negative word of mouth. The key drivers of CD and NCE are negative expectancy disconfirmation and perceived injustice, mediated by customer outrage. A novel finding is that self-efficacy and risk-taking traits enhance NCE behaviours. Vietnamese customers tend to adopt less confrontational NCE behaviours. Practical implications: The findings provide brand managers with insights into unfavourable customer responses to service failure, including CD and NCE behaviours. Customers in Vietnam were predominantly found to disengage. Fulfilling the firm’s promises and treating customers fairly are paramount for preventing customer outrage, CD and NCE. Originality/value: This study identifies the determinants of CD and NCE, namely, disconfirmation of service quality expectations and perceived injustice, in the context of an emerging market.
Link: http://dx.doi.org/10.1108/JSM-07-2023-0259 [Google]
Yu, H. and Z. Li (2024): Organizational green culture and employees’ green behavior: a moderated mediation model with employees’ environmental awareness and organizational disseminative capacity, Service Industries Journal, (4056), pp.1-23
Based on the social information processing theory, a conceptual model was proposed in which employees’ environmental awareness was considered a mediator and organizational knowledge disseminative capacity was considered a moderator to deeply analyze the effect of organizational green culture on employees’ green behavior. The method of multi-regression analysis and structural equation modeling were used to verify the hypotheses based on the results of the questionnaire of 321 employees. The results show that organizational green culture has a positive effect on employees’ green behavior; two dimensions of employees’ environmental awareness have a positive direct effect on employees’ green behavior; employees’ environmental awareness has a mediating effect on the relationship between organizational green culture and employees’ green behavior; and organizational knowledge disseminative capacity moderates the relationship between organizational green culture and employees’ environmental awareness. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2379013 [Google]
Ahmed, A., A. Raza, Q.-u.-a. Talpur, M. I. Ishaq and T. Shafqat (2024): Brand transgression in corporate social responsibility era: empirical evidence from hospitality industry, Service Industries Journal, (4057), pp.1-25
Consumers rely on prior information and interactions with the brands to develop their expectations through the firm’s corporate social responsibility (CSR) initiatives, but some adverse incidents violate the customer-brand relationship. In such circumstances, it is inevitable for the brands to understand how consumers react and how they can be managed strategically. Therefore, this research aims to determine the impact of brand transgression on brand retaliation and the mediating role of negative emotions between brand transgression and brand retaliation. Using attribution theory, this study determines the extent to which the relationship between brand transgression and negative emotions is moderated by brand love and the association between negative emotion and brand retaliation is moderated by positive word-of-mouth (WOM). The data was collected using a survey questionnaire from 357 consumers and analyzed using process macros analysis techniques. The findings show a positive linkage between brand transgression and brand retaliation among consumers in the hospitality industry. Lastly, this study confirmed that brand love weakens the positive relationship between brand transgression and negative emotions, and positive WOM weakens the positive relationship between negative emotions and brand retaliation. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2361469 [Google]
Ahmad, R., M. I. Ishaq, A. Raza, Q.-u.-a. Talpur and G. Murtaza (2024): Exploring the impact of social media content on travel envy and intention to visit destination: moderating role of narcissist admiration and rivalry, Service Industries Journal, (4058), pp.1-26
Social networking sites significantly influence the behavioral intentions of travelers. Considering this as an avenue of future research, the current study explores how social media elements induce travel envy using multi-study approaches. Study 1 (
Link: http://dx.doi.org/10.1080/02642069.2024.2374357 [Google]
Hu, J., Y. Zhu, E. Ma and C. Chen (2024): How do you treat your ‘big fish’? The joint effect of perceived subordinates’ overqualification and managers’ personalities on knowledge hiding, Service Industries Journal, (4059), pp.1-27
By integrating the cognitive appraisal theory of stress and coping and the conservation of resources theory, this paper explores the interactions and the mechanism of perceived subordinate’ overqualification and personalities on managers’ knowledge hiding in the service industry. Using a multi-stage research design supported by data collected from upscale hotels in China in three waves (
Link: http://dx.doi.org/10.1080/02642069.2024.2381813 [Google]
Carida , A., M. Colurcio and B. Edvardsson (2024): Leveraging TSR and social innovation for social inclusion via platforms, Service Industries Journal, (4060), pp.1-29
This study examines the potential of digital platforms to drive transformative social innovation and create new services that promote social inclusion. By integrating transformative service research (TSR) with social innovation literature, this study presents an interdisciplinary framework that highlights the role of digital platforms in alleviating the suffering of vulnerable populations and fostering happiness, thereby enhancing social conditions and community well-being. Empirical examples, such as Kiva, Duolingo, and Change.org, demonstrate the practical application of this framework in finance, education, and civic engagement. This research advances the conceptual foundation of TSR, offering valuable insights for academics, practitioners, and policymakers seeking to leverage digital platforms for social inclusion and societal improvement. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2371922 [Google]
Tahir, M. A., G. Da, M. Javed, M. W. Akhtar and X. Wang (2024): Employees’ foe or friend: artificial intelligence and employee outcomes, Service Industries Journal, (4061), pp.1-32
Using the componential theory of creativity and self-determination perspective, this study tests the effect of employees’ knowledge of artificial intelligence on their creativity and turnover intentions. We specifically investigate the mediating effects of self-enhancement motives and the moderating role of responsible leadership. Using a multi-wave research design, this study investigates these relationships with data from hospitality sector organizations across two distinct studies (Study 1,
Link: http://dx.doi.org/10.1080/02642069.2024.2375746 [Google]
Ju, L., E. Liang, X. Jing, F. Okumus and M. A. Koseoglu (2024): How does paternalistic leadership evoke abusive supervision? The mediating role of territorial behaviour, Service Industries Journal, (4062), pp.1-34
This study examines the impact of paternalistic leadership on abusive supervision through territorial behaviour. Drawing on trait activation theory, we conducted two experimental studies: Study 1 involved 421 frontline employees in China, whereas Study 2 collected data in two waves from 248 employees in the hospitality industry. The results indicate a positive association between authoritative leadership and abusive supervision. However, this relationship is moderated by benevolent and moral leadership, which jointly mediate this effect through territorial behaviour. Specifically, under conditions of authoritative leadership, territorial behaviour is more pronounced in the absence of benevolent and moral leadership, diminishing when these leadership styles are robust. Similarly, consistent territorial behaviour exacerbates abusive supervision in the absence of benevolent and moral leadership but diminishes when these forms of leadership are strong. This study discusses the theoretical and practical implications for management and proposes avenues for future research. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2390842 [Google]
Azila-Gbettor, E. M., F. F. Nutsugah, J. D. Novixoxo, S. N. Glate and C. Mensah (2024): Empowering employee creativity in service organizations: unlocking the role of ownership, employee vitality and supportive leadership, Service Industries Journal, (4063), pp.1-36
This study examines the moderating effect of employee vitality and supportive leadership on the relationship between psychological ownership, that is, individual and collective psychological and employee creativity, among frontline employees in three service industries in Ghana. Five hundred and seventy-one (571) participants were selected using a convenience sampling technique and took part in the study by completing a paper and pencil self-reported questionnaire. The data was analyzed using partial least squares structural equation modelling. The findings indicate that employees’ individual and collective psychological ownership, as well as employee vitality and supportive leadership, are good predictors of employee creativity. The study further reveals that the relationship between collective psychological ownership and employee creativity is enhanced by both supportive leadership and employee vitality. On the contrary, the relationship between individual psychological ownership and employee creativity is improved only by employee vitality but not by supportive leadership. The theoretical and empirical contributions of the study were highlighted, and directions for future research were also indicated. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2370037 [Google]
Gürlek, M. and İ. Kılıç (2024): Conceptualization, measurement and theorization of green innovation in hospitality and tourism: looking back to move forward, Service Industries Journal, (4064), pp.1-59
Green innovation (GI) has become a popular topic in the literature as it contributes to environmental sustainability and competitive advantage. However, no consensus has been reached on its conceptualization, measurement and theorization among researchers in the field. Therefore, the main purpose of this research is to develop seminal perspectives on the conceptualization, measurement and theorization of GI in the field of hospitality and tourism (H&T). In a way, this research attempts to theorize green innovation for the H&T field. This research provides conceptualization, measurement-related suggestions and theoretical perspectives for GI considering shortcomings. In short, this research offers new research opportunities, theoretical perspectives and directions for future research to contribute to the progress of GI in the field of H&T on solid foundations. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2378332 [Google]
Bridges, E. (2024): Ethics in services: an historical perspective and new research arcs, Service Industries Journal, 44(4065), pp.621-633
This article provides an overview of the research progress and historical perspective on ethics in the service industry from 1980 to 2020. It highlights the initial lack of attention given to ethics in business research and the subsequent focus on defining and measuring ethics in services. The article explores the role of moral philosophies in decision-making and the impact of top management attitudes on ethical decisions throughout an organization. It also discusses the challenges faced by front-line service providers in navigating conflicting ethical standards. The later literature focuses on enhancing understanding and implementation of ethics in services, with a particular emphasis on the ethical implications of technology, such as artificial intelligence. The article concludes by suggesting areas for future research in this field. [Extracted from the article]Copyright of Service Industries Journal is the property of Routledge and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder’s express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Link: http://dx.doi.org/10.1080/02642069.2024.2370038 [Google]
Huang, R. and S. Ha (2024): How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? (In)civility in advocates’ responses and complainant-bystander psychological distance, Service Industries Journal, 44(4066), pp.789-812
The role of other consumers (i.e. bystanders and brand advocates) in webcare has been underexplored in the setting of CSM. This study fills the void by portraying a dynamic network among the consumer who posts a complaint, the advocate who replies to the complaint, and the bystander who observes the service interaction. Specifically, this study investigated how the tone (civil vs. uncivil) of the advocate’s defensive response affects the bystander’s service evaluation and how the complainant-bystander psychological distance serves as a boundary for the bystander’s information processing. Study 1 revealed that consumer-to-consumer (C2C) interactional justice is the mechanism underlying the relationship between defensive response and satisfaction with complaint handling. Study 2 demonstrated that the bystander’s perceived distance to the failure experience moderates his/her cognitive processing of C2C service interactions such that the mediation (defensive response → C2C interactional justice → satisfaction with complaint handling) is stronger when the bystander feels psychologically closer to the service event. Both theoretical and practical implications regarding service management on CSM channels are also discussed. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2057475 [Google]
Guan, X., J. Gong, Q. Liu and T.-C. Huan (2024): Constructing a value co-destruction behavior scale in business-to-customer service context, Service Industries Journal, 44(4067), pp.949-969
This paper develops a value co-destruction behavior (VCDB) scale in the business-to-customer (B2C) service context. It uses a multi-method and multistage design, which is consistent with the method of developing and validating psychometric scales. That is, in the first stage, we focus on the development of measurement items designed to reflect the conceptual attributes of VCDB. The second stage determines whether the measurement items are established as an indicator of VCDB and whether their reliability values are acceptable. The third stage tests to what extent the measured items represent the structure of VCDBs and their reliability and convergent and discriminant validity. Finally, the nomological validity of the VCDB scale is tested. Through qualitative induction and three quantitative studies, this study constructed a multidimensional VCDB scale, composed of bad employee resource integration behavior, bad customer resource integration behavior, bad employee interpersonal interaction behavior and bad customer interpersonal interaction behavior. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2128779 [Google]
