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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Keiningham, T., L. Aksoy, A. Buoye, A. Yan, F. V. Morgeson, G. Woodall and B. Larivière (2023): Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination, Journal of Service Research, 27(4102), pp.475-489
This paper highlights the importance of innovation in driving economic growth, noting that traditional measures of innovation have focused mainly on manufacturing-related metrics like patents and R&D activities. It addresses the need for new measures that better reflect innovation in service-dominant economies. Specifically, the study highlights nation-level measures of customer perceived firm innovativeness and examines their relationship with firm financial performance. Using data from the American Innovation Index covering 123 publicly traded firms across 20 industries over 5 years (2018?2022), the research finds that customers? perceptions of a firm?s innovativeness are significant predictors of future abnormal stock returns. Additionally, it reveals a positive relationship between changes in customer satisfaction levels, as measured by the American Customer Satisfaction Index, and abnormal stock returns. Together, these findings point to the importance of customer perceptions on firm performance.
Link: http://dx.doi.org/10.1177/10946705231220463 [Google]
Kunz, W. H. (2024): Company Innovativeness — A Radically New Perspective on an Old Concept, Journal of Service Research, (4103), 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, (4104), 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, (4105), 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]
Alimamy, S. and T. Jung (2024): The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services, Journal of Service Research, (4106), pp.1
In the rapidly evolving landscape of metaverse technologies, the potential for enhancing service interactions is immense. However, many of these technologies fall short in offering context-driven and customizable experiences. This paper proposes that AR Cloud (ARC), a novel external metaverse technology can bridge this gap. ARC stands out by enabling real-time interactions, fostering contextual awareness, ensuring high content flexibility, promoting social engagement, and delivering personalized experiences. We present a conceptual model that juxtaposes ARC with established metaverse augmentation technologies, such as lifelogging and augmented reality. Our discussion focuses on the transformative impact of ARC on the value co-creation process, emphasizing the enhanced well-being outcomes—both hedonic and eudemonic—that arise from ARC-powered service interactions. We conclude by charting a course for future research on ARC, touching upon its attributes, potential moderating variables, its role in sustained value co-creation, and the potential service outcomes it could support.
Link: http://dx.doi.org/10.1177/10946705241265753 [Google]
Lei, S., L. Xie and J. Peng (2024): Unethical Consumer Behavior Following Artificial Intelligence Agent Encounters: The Differential Effect of AI Agent Roles and its Boundary Conditions, Journal of Service Research, (4107), pp.1
Recent research has shown that consumers tend to behave more unethically when encountering artificial intelligence (AI) agents than with human agents. Nevertheless, few studies have explored the differential impact of AI agents on unethical consumer behavior. From the perspective of the power relationship between AI and consumers, we classify the role of an AI agent as that of a “servant” or “partner.” Across one field study and four scenario-based experiments (offline and online), we reveal that consumers are more likely to engage in unethical behavior when encountering servant AI agents than partner AI agents due to increased anticipatory moral disengagement. We also identify the boundary conditions for the moral disengagement effect of AI agents, finding that this effect is attenuated (a) among consumers with high moral identity, (b) with human-like AI agents, and (c) in the context of high behavioral visibility. This research provides new insight into the AI morality literature and has practical implications for service agencies using AI agents.
Link: http://dx.doi.org/10.1177/10946705241278837 [Google]
Pöyry, E., J. Holopainen, P. Parvinen, O. Mattila and T. Tuunanen (2024): Design Principles for Virtual Reality Applications Used in Collaborative Service Encounters, Journal of Service Research, (4108), pp.1
Immersive technologies like virtual reality (VR) provide new opportunities to augment service encounters by supporting customer–service agent collaboration and problem-solving. Guided by the value cocreation and service technology infusion literature, a design science research (DSR) study is carried out with three iteratively developed versions of a VR application used to make decisions about forest management services. The aim is to develop design principles (DPs) for physical VR technology-infused service encounters. DSR produces unique knowledge on how a VR solution affects customer–service agent collaboration. In each development cycle, the problem–solution fit is evaluated, and emerging problems are addressed in the following DSR cycles. Based on interviews (
Link: http://dx.doi.org/10.1177/10946705241266971 [Google]
Skålén, P. (2024): A Framework of Services-as-Practices, Journal of Service Research, (4109), pp.1
The idea of conceptualizing services as a type of discrete entity that are different from goods provided the initial conceptual foundation of service research. Today, this foundation has been denounced and replaced by the service-dominant logic (SDL), which suggests that service is a logic reffering to how resources are integrated by actors in order to cocreate value-in-use. However, researchers and practitioners still commonly refer to services as a type of discrete entity. To facilitate the understanding of services, this paper develops a services-as-practices (SaP) framework consisting of six propositions. Key to the SaP framework is the fact that services are conceptualized as bundles of value cocreation practices (VCPs). These VCPs are organized and recurring activities that are intended to cocreate value, but they can also codestroy (i.e., diminish) value when performed. The SaP framework contributes to service research by developing: (1) a novel conceptualization of services that realizes the long-lasting opportunity to understand services-as-activities, (2) a novel conceptualization of value that aligns theoretically with this understanding of services, and (3) the service research discipline as a whole. The latter contribution is accomplished by revising the notion of services as a type of discrete entity in such a way that a fruitful alternative perspective to focusing on service as a logic along the lines of the SDL is achieved. The SaP framework also provides practitioners with a novel perspective as regards understanding, managing, and developing services.
Link: http://dx.doi.org/10.1177/10946705241274128 [Google]
Anninou, I., G. Stavraki and A. Floh (2024): I can’t get satisfaction: examining the moderating role of service brand authenticity in the relationship of imperfect experiences and satisfaction, Journal of Services Marketing, 38(4110), pp.839-856
Purpose: This study aims to examine the moderating role of dimensions of brand authenticity (continuity, credibility, integrity and symbolism) in the relationship between evaluations of imperfect experiences and satisfaction within a service experience context. Building on prior research arguing for the subjective evaluation of service experiences as well as for the use of signals during dynamic experiences that build a shield to protect a brand, it assumes that service experiences range across a continuum of experiential perfection/imperfection. Design/methodology/approach: Two Web-based surveys, one pilot (N = 231) and one main (N = 349) have been conducted. The survey methodology was complemented by a (moderated) structural equation modelling approach taken for the data analysis. Findings: The findings indicate that imperfect experiences in a restaurant context have a negative influence on satisfaction. Brand continuity, credibility, integrity and symbolism authenticity weaken the negative relationship between imperfect experiences and satisfaction, but this effect seems to depend on the type of experiential imperfections. Originality/value: The current study provides theoretical and preliminary empirical evidence explaining how dynamic interactions with customers can impact subsequent static experiences. The authors found that the strength of the relationship between imperfect experiential elements and satisfaction does not only depend on perceived brand authenticity and does not always weaken when brand authenticity is present.
Link: http://dx.doi.org/10.1108/JSM-11-2023-0415 [Google]
Attri, R., S. Roy and S. Choudhary (2024): In-store augmented reality experiences and its effect on consumer perceptions and behaviour, Journal of Services Marketing, 38(4111), pp.892-910
Purpose: This study aims to explore the impact of augmented reality (AR) technologies on consumer information processing and value perceptions in physical stores. Specifically, it investigates how the vividness, novelty and interactivity of AR shape utilitarian and hedonic value perceptions, and influence consumer purchase and continuance behaviour. Design/methodology/approach: The study used the store intercept survey method at 15 retail outlets across four metro cities in India, representing nine prominent retail brands deploying AR technologies. The data collected (n = 650) were subjected to exploratory and confirmatory factor analysis. Findings: Major findings confirm a significant effect of vividness, novelty and interactivity on utilitarian and hedonic value perceptions of in-store AR experiences of customers in physical stores. Hedonic value was found to affect continuance intention but not purchase intention, while utilitarian value was found to affect purchase intention but not continuance. Research limitations/implications: This study extends the stimulus–organism–response model’s application to AR in physical stores by integrating the impact of vividness, novelty and interaction on both utilitarian and hedonic values and revealing their significance in influencing purchase intentions and continuance. Practical implications: Major findings advise retailers to increase AR experience adoption in stores and illustrate the process through which purchase and continuance intentions may be influenced. Originality/value: This is one of the few studies that explore the impact of AR on consumer attitudes and intentions in physical stores. In addition, the study explores the effect of AR tools as a process that passes through value perceptions and then affects the consumer.
Link: http://dx.doi.org/10.1108/JSM-01-2024-0005 [Google]
Burton, S., D. Z. Basil, A. Soboleva and P. Nesbit (2024): Cite me! Perspectives on coercive citation in reviewing, Journal of Services Marketing, 38(4112), pp.809-815
Purpose: This study builds on previous discussion of an important area for both academics and academic journals – the issue of reviewers inappropriately asking for (or “coercing”) citation of their own work. That situation creates an opportunity for (hopefully a small number of) academics to engage in unethical behaviour, often with the goal of increasing their citation count. This study aims to draw attention to this often-overlooked issue, critically considering potential reviewer motivations and offering possible remedies. Design/methodology/approach: This study reviews literature and critically discusses this issue, offering a typology for coercive citation suggestions and sharing previously unpublished commentary from Editors of leading journals. Findings: This study provides a typology of reviewer motivations for coercing citations, suggests potential remedies and considers the positive and negative impacts of these suggestions. Originality/value: This study identifies an area known from multiple discussions to be important to academics and Editors, where many want changes in journals’ practices. In response, this study provides recommendations for easy changes that would decrease the opportunity for unethical behaviour by reviewers and also, for some journals, improve the quality of reviews.
Link: http://dx.doi.org/10.1108/JSM-08-2024-0387 [Google]
Catahan, N. (2024): Transformative value, communities and service designs for sustainability, Journal of Services Marketing, 38(4113), pp.911-924
Purpose: The purpose of this transformative service research (TSR) is to apply, innovate on and extend the understanding of service-dominant logic (SDL) perspectives, sustainable service ecosystem design ideas, transformative value and meeting sustainable development goals (SDGs). This study explores these through volunteers’ lived experiences and their perceived health and well-being outcomes in the context of botanic gardens as health-care service settings. Design/methodology/approach: A total of 3 UK botanic gardens and 84 volunteers between 22 and 87 years of age participated in this qualitative study. Volunteering stories were collected through emails, telephone exchanges, online and in-person interviews, free-flowing discussion and field observations. These were coded and analysed by using computer-assisted qualitative data analysis software, NVivo 14 Plus and Leximancer. Thematic analysis facilitated the mapping of well-being outcomes highlighting transformative value against existing health and well-being indices. Findings: Insights extend knowledge into SDL, TSR and transformative value experienced by volunteers across three UK botanic garden service ecosystems. Environmental, organisational and personal factors, and physical, mental and social health outcomes are presented to emphasise transformative value experienced, especially in retiree volunteers. Theoretical contribution is in the form of empirical evidence to support and extend insights about transformative value and more so, significant epistemological change and meeting SDGs in botanic gardens. Results add to contemporary TSR on health-care-related well-being outcomes and ideas regarding sustainable service ecosystem design. Research limitations/implications: It is recommended that service research be extended across other botanic gardens, as well as other novel underexplored contexts for comparative studies of transformative value. Continued development and consideration of service designs as ongoing efforts to redefine and reimagine services marketing innovation for botanic gardens are recommended. Botanic gardens are complex service ecosystems worthy of rigorous service research to capture and measure the impact and outcome of ongoing work of the sector in advancing SDGs and having a transformative effect on individual and societal health and well-being. Practical implications: This study highlights opportunities for greater area-based, coordinated, collaborative, multi-stakeholder services marketing partnerships for strategic sustainable service ecosystem design for the botanic gardens and health-care sectors. These sectors can make better use of service research and marketing to further innovate and co-develop health and well-being strategies, campaigns and opportunities to develop services to transform and influence positive health and well-being outcomes for people. Results reveal greater opportunities for collaborative partnership and services marketing’s role and practice for the ongoing vitality and viability of botanic gardens. Joint efforts would enable innovation on sustainable service ecosystem design, advancing SDGs and improving life on planet Earth. Social implications: Transformative value linked to newfound life experiences and meaning to life after retiring with a range of factors, and health and well-being outcomes were prominent. Social connections to the wider community were present, revealing links to a range of people who may not have traditionally had contact with botanic garden heritage and their strategic efforts. Therefore, it is services marketing opportunities for botanic gardens that hold one key to greater transformative value, sustainability and greater influence and impact on individual and societal health and well-being. Originality/value: To the best of the author’s knowledge, this is the first TSR on botanic gardens as health-care service settings, resulting in a conceptual framework on transformative value and well-being outcomes in meeting SDGs. It extends insights on SDL, sustainable service ecosystem desi n and roles of marketing for the common good. Botanic gardens are unique research institutes, highly acclaimed for research, conservation, education and displays of special botanical collections, as well as providing health care, among other impactful SDG opportunities. This can be made more explicit through ecosystemic thinking, service research and integrated services marketing of botanic garden’ roles and contributions worldwide.
Link: http://dx.doi.org/10.1108/JSM-03-2024-0098 [Google]
Chekembayeva, G. and M. Garaus (2024): Authenticity matters: investigating virtual tours’ impact on curiosity and museum visit intentions, Journal of Services Marketing, 38(4114), pp.941-956
Purpose: This study aims to investigate the impact of virtual museum tours on intentions to visit on-site museums. Furthermore, the role of an authentic virtual tour experience and its drivers is examined. Design/methodology/approach: The results of two studies, a field study in collaboration with one of the most renowned museums in Austria (n = 227) and an online survey (n = 153), were analyzed with a series of mediation models. Findings: Visual appeal and narrative quality were significant drivers of an authentic virtual tour experience. Curiosity mediated the positive effect of virtual tour usage intention on on-site museum visit intention. Originality/value: Although virtual reality has been considered a promising marketing tool in tourism, no research has explored the drivers of an authentic virtual tour experience. The findings of this study not only add new insights into the role of a virtual tour’s visual appeal and narrative quality in generating authentic experience and thus prompting virtual tour usage intentions but also demonstrate that virtual tours positively impact on-site visit intentions driven by curiosity.
Link: http://dx.doi.org/10.1108/JSM-09-2023-0343 [Google]
Dandotiya, G., J. Gahlot Sarkar and A. Sarkar (2024): Comprehending roles of virtual service assistant’s warmth and competence for service co-creation versus service recovery, Journal of Services Marketing, 38(4115), pp.925-940
Purpose: Based on the stereotype content model (SCM), this study aims to enrich comprehension of virtual service assistant (VSA)-enabled service delivery through two pivotal avenues. Firstly, it aims to conceptualize and test the fundamental mechanism underlying how businesses deploy services using VSAs. Secondly, this study explores whether the paradigms of service co-creation versus service recovery differentially impact customers’ perceptions of warmth and competence in VSA-enabled service delivery. Design/methodology/approach: This study used a one-factorial (service paradigm: service co-creation vs service recovery) field experiment. Covariance-based structural equation modelling was used to analyze the data. Findings: The results show that VSA service quality dimensions impact satisfaction for service co-creation and both trust and satisfaction for service recovery. The stronger link that mediates this effect is competence for service co-creation and warmth for service recovery. Originality/value: This research extends the understanding of SCM to VSA-enabled services and shows the asymmetries of mediation between the paradigms of service co-creation versus service recovery to suggest the most effective approach for VSAs to successfully meet customer requirements for establishing trust and satisfaction.
Link: http://dx.doi.org/10.1108/JSM-01-2024-0020 [Google]
Hill, R. P. (2024): Wither vulnerable consumers? Meaningful dialogue about marketplace vulnerability, Journal of Services Marketing, 38(4116), pp.805-808
Purpose: The purpose of this paper is to present an alternative perspective to the article on consumer vulnerability recently published in this journal by Russell-Bennett et al. (2024). Design/methodology/approach: The approach is collegial but firm in its analysis of their discussion about how vulnerable consumers feel and react, as offered without appropriate review and details from previous research. Findings: The perspective given by the authors is found to lack sufficient substance and foundation in the consumer vulnerability literature across several leading journals in the field. Alternative interpretations are presented and articulated. Originality/value: All ideas expressed as a counter to their arguments come from decades of experiences working with vulnerable peoples across multiple contexts and communities.
Link: http://dx.doi.org/10.1108/JSM-08-2024-0391 [Google]
Kumar, A. and A. Shankar (2024): Investigating the role of metaverse influencers’ attributes for the next generation of services, Journal of Services Marketing, 38(4117), pp.816-838
Purpose: The purpose of this research is to identify the most important attributes of metaverse influencers and examine their impact on customer engagement and social glue. Design/methodology/approach: Three studies (one qualitative and two quantitative) were conducted to understand the phenomenon better. The qualitative study (Study 1) was conducted to identify the antecedents of the theoretical model, which was tested in Study 2 using the covariance-based structural equation modelling (CB-SEM) technique. Study 3 then divided the respondents based on the metaverse influencer attribute preferences. Findings: Results of Study 1 revealed the six most influential attributes of metaverse influencers: physical attractiveness, social attractiveness, perceived credibility, metaverse-influencer fit, intimacy and attitude homophily. Further, Study 2 validated that attractiveness and perceived credibility enhance engagement. Also, the results revealed that intimacy, perceived credibility and homophily enhance social glue. Moreover, parasocial relationships mediate the association between intimacy, attitude homophily, perceived credibility and (engagement and social glue). The conditional indirect effect of physical attractiveness, social attractiveness and metaverse–influencer fit on (engagement and social glue) via parasocial relationships at different high and low levels of self-discrepancy was significant. Finally, Study 3 used latent class analysis to reveal different clusters of metaverse users. Originality/value: This research enriches our understanding of metaverse influencers, contributing to the influencer marketing literature. It offers actionable insights for marketers by elucidating key influencer attributes, aiding in enhancing engagement and social glue.
Link: http://dx.doi.org/10.1108/JSM-09-2023-0320 [Google]
Ravichandran, S., C. N. Osakwe, I. M. Y. Elgammal, G. A. Abbasi and J.-H. Cheah (2024): Feeding trust: exploring key drivers, moderators and consequences related to food app usage, Journal of Services Marketing, 38(4118), pp.872-891
Purpose: This paper aims to utilize an extended involvement-commitment and trust commitment model to examine post-consumption decisions related to food delivery app use. Design/methodology/approach: A self-administered online survey was used to collect data from food delivery app users in the USA. Findings: Findings validate a favorable role of perceived app security and menu description on trust in app recommendations. Trust was found to be positively related to involvement, commitment and willingness to provide feedback. The positive moderating role of perceived convenience and rewards and incentives was also confirmed in relation to consumers’ trust in app recommendations, and involvement and commitment Originality/value: A key contribution of this study includes the development of a comprehensive model to understand postconsumption decisions related to the usage of food delivery apps. To the best of the authors’ knowledge, this study is also the first to unveil the antecedent and moderating factors related to food delivery app users’ willingness to provide feedback, share personal data and to pay more.
Link: http://dx.doi.org/10.1108/JSM-11-2023-0437 [Google]
Tremblay, M. (2024): Customer gratitude expressions and FLEs’ prosocial behavior: insights from delighted customers, Journal of Services Marketing, 38(4119), pp.857-871
Purpose: This study aims to investigate the impact of customers’ delight on the likelihood of frontline employees (FLEs) receiving expressions of gratitude from customers, as well as the subsequent effects on their customer-focused and coworker-focused behaviors. Additionally, it examines how customer orientation moderates the relationship between FLE’s likelihood of receiving customer gratitude expressions and their performance behaviors. Design/methodology/approach: The study used a sample from a Canadian retailer specializing in the sale of artistic and creative materials for artists, crafters and hobbyists. Longitudinal data was collected through a survey administered to frontline employees, unit managers and customers, spanning 7 assessment waves over a 12-month period. In total, the data set comprised 1,609 individual observations and 3,533 customers nested within 35 business units. The hypotheses were tested by using a multilevel longitudinal modeling approach. Findings: This research has yielded important insights. First, significant relationships emerged between enhanced customers’ delight and an increased likelihood of FLEs receiving expressions of gratitude from customers. Second, gratitude expressions received from customers were found to be positively associated with prosocial behaviors toward both customers and coworkers. Third, the findings indicate that the impact of receiving customer gratitude expressions on FLEs’ performance behaviors is more pronounced for employees with a high level of customer orientation. Practical implications: This study highlights the importance of investing in relationship-building strategies aimed at enhancing customers’ delight. This can motivate customers to express their gratitude toward service employees and to elicit higher prosocial behaviors from employees. Originality/value: This study offers theoretical insights into gratitude, customer behaviors and employee performance in the retail industry. A pivotal contribution of this study to marketing literature lies in its paradigm shift, redirecting attention from the traditional examination of firm-customer relationships to a nuanced exploration of customer–employee relationships.
Link: http://dx.doi.org/10.1108/JSM-03-2024-0105 [Google]
Ahmad, N., H. Han and M. Kim (2024): Elevated emotions, elevated ideas: the CSR-employee creativity nexus in hospitality, Journal of Service Theory and Practice, 34(4120), pp.891-914
Purpose The competitive nature of the hospitality industry necessitates continual adaptation and innovation. While standardization can stifle creativity, CSR has the potential to enhance employee extra-role behaviors, including creativity. The existing literature on the relationship between CSR and employee creativity is sparse, especially in developing countries, and tends to overlook the importance of emotions. This research was designed to investigate the relationship between CSR and employee creativity in the hospitality sector of an emerging economy, with a focus on the mediating effects of emotions like employee admiration and happiness and the moderating role of employees’ altruistic values. Design/methodology/approach Data were collected from 428 hospitality employees using questionnaires. Analysis was conducted using the SMART-PLS software. Findings CSR has a notable influence on creativity. Emotions, specifically employee admiration and happiness, along with personal values, were found to play significant mediating and moderating roles in the CSR-employee creativity relationship. Practical implications The findings provide valuable insights for hospitality managers, suggesting that CSR initiatives can be leveraged to enhance competitive advantages by promoting employee creativity. The study underscores the importance of understanding the emotional and value-based dimensions of employees about CSR initiatives. Originality/value This research fills a critical gap in the literature, particularly in the context of emerging economies, by examining the emotional facets of the CSR-employee creativity relationship. The study’s emphasis on emotional mediators and altruistic values as moderators in the said relationship adds a unique dimension to the discourse, enriching the understanding of how CSR can influence hospitality employees’ creative outcomes.
Link: http://dx.doi.org/10.1108/JSTP-11-2023-0288 [Google]
Chronis, A. (2024): The edifying body: the role of embodied practices in the social production of servicescapes, Journal of Service Theory and Practice, 34(4121), pp.864-890
Purpose This research aims to explore and theorize the role of embodied practices – orchestrated by service providers – in the social production of servicescapes. It is claimed that the social character of the servicescape is shaped not only by narratives and materialities but also through the body. Bodily physical behaviors like physical movements in space, gestures, facial expressions, postures and tactile engagements with the surrounding materiality constitute a body language that conveys information and expresses meanings. In this kinetic capacity, the body becomes a building agent in the social constitution of the servicescape. As the author empirically demonstrates in the context of city tourism with diverse experiential opportunities, it is due to the body’s discriminatory orientation, walking, looking, pointing and acting in selective ways that the city emerges as a servicescape of particular kind. Design/methodology/approach Market-oriented ethnography was conducted in Saint Petersburg, Russia, where the author observed the guiding practices of tour guides leading international tourists during two-day city excursions. Findings This research identifies and unpacks three clusters of embodied practices deployed by service providers as they guide customers at the servicescape: spatializing, emplacing and regulating. The role of the body and its association with narratives and materialities is identified in each cluster. Practical implications A number of embodied practices are provided for use by contact employees as they guide customers in the servicescape. Specific guidelines are also offered to service providers for the strategic employment of body language, their training is navigational skills and the coordination of body, narratives and materialities. Originality/value This study extends current materialistic and communicative approaches on the construction of servicescapes by claiming that the servicescape in not only a physical and narrative construction but something that is also configured through the body; provides three clusters of embodied practices deployed by service providers; theorizes the intertwined nature of narratives, materiality and the body; defines servicescapes as dynamic socio-spatial entities emerging from the constant {narrative-material-body} arrangements orchestrated by service providers; and sheds light on the mediating role of the body in the social production of servicescapes.
Link: http://dx.doi.org/10.1108/JSTP-09-2023-0259 [Google]
Du, W. and Y. Wang (2024): Invasion of privacy in smart services: the role of interaction mode and privacy commitment, Journal of Service Theory and Practice, 34(4122), pp.963-984
Purpose The widespread application of smart technologies in services not only brings efficiency and convenience to consumers but also inevitably comes with negative effects. Therefore, this article aims to illustrate the impact of privacy invasion on consumers’ intention to use smart services. Using distrust as a mediating variable, compare two different modes of interaction between voice and text, and study the positive impact of privacy commitment. This study aims to provide recommendations for smart service providers to make the consumer experience better. Design/methodology/approach This paper adopts an experimental approach, with data collection and hypothesis analysis by designing four different experiments. Findings The results show that the negative impact of privacy invasion on consumers’ intention to use smart services is moderated by privacy commitments and interaction modes. This article verifies the mediating effect of distrust on consumers’ intention to use when privacy invasion occurs and verifies the moderating effect of the interaction modes by comparing voice interaction with text interaction and demonstrates that text interaction mode will attenuate the mediating role of distrust in the path in privacy invasion. Besides, it also indicates that privacy commitments can moderate the relationship between privacy invasion’s effect on distrust and intention to use. Originality/value Focusing on privacy invasion, this study explores consumers’ intention to use smart services, compares the two interaction modes of voice and text to explore their moderating effects, deeply explores consumer psychology and studies the mediating role of distrust and the moderating role of privacy commitment.
Link: http://dx.doi.org/10.1108/JSTP-09-2023-0258 [Google]
Huang, Y.-S. and R. Liu (2024): Does employee intervention encourage or discourage the spread of dysfunctional customer behavior?, Journal of Service Theory and Practice, 34(4123), pp.941-962
Purpose Dysfunctional customer behavior (DCB) is costly and problematic for organizations. This research seeks to understand how DCB spreads and how businesses can effectively deal with it through employee intervention. Design/methodology/approach This research conducted a survey study and an experimental study to examine the proposed model. Findings Through two studies, we discovered that when an employee intervenes to stop DCB and is perceived as having high coping ability, observing customers learn from the employee’s action, resulting in reduced empathy toward the dysfunctional customer and diminished intentions to engage in DCB. Conversely, if they perceive the employee as having low coping ability, the intervention backfires, enhancing the observers’ empathy toward the dysfunctional customer and consequently leading them to engage in more DCB. Originality/value This research unveils an additional mechanism that explains the spread of DCB. It also contributes to the employee intervention literature by shedding light on when employee intervention can backfire. Further, our application of social learning theory along with the person-situation interaction literature offers a fresh perspective in explaining service exchanges.
Link: http://dx.doi.org/10.1108/JSTP-02-2024-0053 [Google]
Hur, W.-M., H. Park and J.-h. Chung (2024): Unlocking emotional labor: how organizational control systems shape frontline service employees’ emotional labor, Journal of Service Theory and Practice, 34(4124), pp.915-940
Purpose This study investigates how organizational control systems induce emotional labor in frontline service employees (FLEs). Drawing on the stimulus–organism–response (S-O-R) theory, we hypothesized that two control systems, an outcome-based control system (OBCS) and a behavior-based control system (BBCS), trigger work engagement rather than organizational dehumanization in FLEs, leading them to choose deep acting rather than surface acting as an emotional labor strategy. Design/methodology/approach This study employed three-wave online surveys conducted 3–4 months apart to assess the time-lagged effects of S-O-R. We measured OBCS, BBCS (stimuli) and control variables at Time 1 (T1); work engagement and organizational dehumanization (organisms) at Time 2 (T2) and emotional labor strategies (responses) at Time 3 (T3). A total of 218 employees completed the T1, T2 and T3 surveys. Findings OBCS increased work engagement, leading to increased deep acting. BBCS enhanced organizational dehumanization, leading to increased surface acting. Post-hoc analysis confirmed that the indirect effect of OBCS on deep acting through work engagement and the mediation effect of BBCS on surface acting through organizational dehumanization were statistically significant. Originality/value This study collected three-wave data to reveal how organizational control systems affect FLEs’ emotional labor in the S-O-R framework. It illustrated how organizations induce FLEs to perform effective emotional strategies by investigating the effects of organizational control systems on their internal states.
Link: http://dx.doi.org/10.1108/JSTP-12-2023-0322 [Google]
Ngo, L. V., D. A. La, J. Surachartkumtonkun, T. H. Nguyen, D. T. Vo and M.-T. T. Phan (2024): Employee performance under tension: the influence of employee creativity, paradox mindset, and psychological empowerment, Journal of Service Theory and Practice, 34(4125), pp.765-786
Purpose Frontline employees frequently experience tension at work. Based on paradox theory, this study investigates why and when tension can result in positive performance outcomes and for whom tension can enhance creativity. Design/methodology/approach We employed a time-lagged survey design to collect data in two waves with a four-week interval between waves. The questionnaire was distributed to frontline employees (i.e. doctors and nurses) serving in one public hospital in Ho Chi Minh City. The final sample included 216 front-line employees. Findings The study found that tension can promote employee performance through creativity. Employees with high paradox mindset levels especially tend to be more creative when experiencing tension. However, our findings did not support the idea that frontline employees who have been psychologically empowered tend to turn creative ideas into real practices and result in better employee performance. Originality/value The study advanced knowledge of the effect tension has on employee performance by investigating the mechanism through which experiencing tension can ultimately promote employee performance.
Link: http://dx.doi.org/10.1108/JSTP-06-2023-0190 [Google]
Ramakrishnan, S., D. S. Mutum, M. M. Chit and M. S. Wong (2024): Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach, Journal of Service Theory and Practice, 34(4126), pp.787-821
Purpose This paper aims to examine the mediating role of occupational stress in addressing the missing link between organisational intelligence (OI) traits and digital government service quality and propose relevant strategies in sustaining the digital government service quality whilst enhancing the psychological well-being of the service providers. Design/methodology/approach This paper utilises a triangulation design approach to interpret the findings of the study and propose pertinent strategies. Firstly, we examined the mediating role of occupational stress in addressing the link between OI traits, and digital government service quality. Next, we examined the priority factors of OI traits and occupational stress to sustain the quality of digital government services via the Importance-Performance Map Analysis (IPMA). These findings were cross-examined with the code’s percentage generated from participants’ open-ended survey feedback on aspects that requires improvement in sustaining service quality. Findings In principle, occupational stress mediates the relationship between OI traits at the third-order component level and digital service quality. Analysis at the lower component level shows that the mediation effect of occupational stress is only significant in the presence of employee-oriented OI traits and “Alignment and Congruence”. Accordingly, the IPMA exhibited the importance of “Job engagement”, “Alignment and Congruence” and “Occupational Stress” in sustaining service quality. Conversely, code’s percentage analysis demonstrated the role of other insignificant traits such as “Leadership” and Appetite for Change and Knowledge Deployment’ in ensuring the sustainability of digital service quality. Originality/value By integrating the Organisational Model of Stress with Public Service-Dominant Logic, this paper rejuvenates the stressors utilised in a traditional work setup and widens the perspective of individual job performance to organisational level performance, to reflect the context of today’s public service delivery. We triangulated the outcome from mediation analysis, IPMA as well as open-ended feedback analysis and propose prioritisation on the aspects of “Employee-oriented traits”, “Psychological Well-being”, “Alignment and Congruence”, “Leadership” and “Appetite for Change and Knowledge Deployment” aspects for sustaining digital government service quality. Considering the significance of occupational stress in sustaining service quality in both quantitative and qualitative analysis, this paper also takes the approach of proposing a stress intervention program at the individual and organisational levels to manage the psychological well-being of the service providers.
Link: http://dx.doi.org/10.1108/JSTP-02-2023-0041 [Google]
Sharma, A. P., S. Starčević and R. Saha (2024): Determinants of customer buying behaviour in omnichannel retailing: a systematic literature review and future research directions, Journal of Service Theory and Practice, 34(4127), pp.822-863
Purpose Advances in digital technologies and the growing number of touch points have had a significant impact on the shopping behaviour of omnichannel customers. Several research papers have explored different facets of omnichannel, but only a few have thoroughly explored the literature on showrooming and webrooming simultaneously. This paper aims to identify the key groups of antecedents influencing customer buying behaviour in omnichannel, under the influence of digital technologies, with a particular focus on showrooming and webrooming. Design/methodology/approach Our study conducted a systematic literature review to identify the factors influencing customers’ buying behaviour in omnichannel, which have been the subject of academic discussion over the last decade. We finalized 149 articles for the thematic analysis and identified three groups of antecedents: channel-related, product-related and consumer-related with their subgroups. Findings Under channel-related antecedents, cost and perceived benefits, search convenience, need for interaction and situational circumstances have been identified as major attributes. The expressiveness of the product, product demonstration and search and experienced products have been identified under product-related antecedents, followed by price consciousness, past experiences, perceived risks and shopping motivations as leading attributes under consumer-related antecedents. The study revealed the multifaceted influence of digital technologies on omnichannel buying behaviour. Digital technologies are shaping the antecedents related to channels, products and consumers. Digital technologies simultaneously mediate between antecedents and the selection of a specific path within an omnichannel environment. Showrooming and webrooming should no longer be seen as general concepts. The rise of digital technologies has led to the development of new consumer journey patterns and the blurring of distinctions between showrooming and webrooming. A conceptual framework has been proposed to understand consumers’ omnichannel behaviour, having considered the identified antecedents and the role of digital technologies. Practical implications This study advances the academic understanding of consumer behaviour in omnichannel under the influence of digital technologies and provides important implications for omnichannel management. With the advancement of digital technologies such as augmented reality and virtual reality, retailers should implement channel integration strategies to bridge the gap between online and offline channels, providing a memorable shopping experience for omnichannel customers. Originality/value This study is unique because it identifies and analyses the antecedents of consumer behaviour in omnichannel settings under the influence of digital technologies. It also uncovers new potential combinations of showrooming and webrooming patterns. The proposed framework can help retailers in their future planning of omnichannel strategies.
Link: http://dx.doi.org/10.1108/JSTP-07-2023-0213 [Google]
