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.
For more information about the alert system methodology, go here
For all previous alerts go here
Le, K. B. Q., L. Sajtos, W. H. Kunz and K. V. Fernandez (2024): The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service, Journal of Service Research, (4128), pp.1
The use of digital employees (DEs)—chatbots powered by artificial intelligence (AI)—is becoming increasingly common in the service industry. However, it is unclear whether collaborations between the human employee (HE) and DE can influence customer outcomes, and what the mechanisms behind such outcomes are. This research proposes and tests a theoretical model that explains how the communication of HE-DE collaboration in the form of interdependent behavioral cues can influence customer evaluations of the service they received from such a team. Five experimental studies involving a total of 1403 participants demonstrate that making HE-DE collaboration visible to customers during the service encounter can reinforce their perception of HE-DE team cohesiveness and service process fluency, driving satisfaction. The communication of coordination and team goal cues are two strong stimulants that strengthen such impressions. Further, this research also reveals that the HE-DE collaboration (vs. augmentation or substitution) appeals to customers thanks to their perception of a transparent process, which is induced through collaborative cues. This research provides theoretical implications for a transparent collaborative process between HE and DE and practical advice for firms seeking to integrate DE into their organizations’ workflows.
Link: http://dx.doi.org/10.1177/10946705241229419 [Google]
Larivière, B., K. Verleye, A. De Keyser, K. Koerten and A. L. Schmidt (2024): The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals, Journal of Service Research, (4129), pp.1
This research aims to generate a nuanced understanding of service robot customer experiences (SR-CX). Specifically, this work (1) empirically explores the impact of different AI intelligences (mechanical, thinking, and feeling AI) on SR-CX (i.e., SR-CX strength and SR-CX dimensionality) and its downstream impact on important service outcomes (i.e., overall service experience and service usage intentions), and (2) considers the moderating role of consumer service goals (hedonic versus utilitarian). Drawing on insights from two field studies and two online experiments, this research demonstrates that SR-CX—which is impacted differently by varying AI intelligences—affects service outcomes. Specifically, more sophisticated AI intelligences lead to enhanced service outcomes for customers with hedonic service goals across settings by strengthening SR-CX and triggering a more extensive set of SR-CX dimensions. This pattern, however, is less clear for customers driven by utilitarian service goals. For these customers, the role of SR-CX strength and SR-CX dimensionality varies across settings. These findings, which empirically support the importance of SR-CX, may help organizations to strategically leverage robots with different intelligence levels along service journeys of customers with different service goals.
Link: http://dx.doi.org/10.1177/10946705241296051 [Google]
Mende, M., B. Shneiderman and L. Boccanfuso (2024): Commentary: The Future of Human-Robot Interactions, Journal of Service Research, (4130), pp.1
Service robots are poised for enormous impact helping to achieve the U.N Sustainable Development goals as well as supporting older adults and young learners. This article briefly explores these application areas in three invited commentaries written by leading scholars and an industry entrepreneur, expressing their varied perspectives on the future of service robots. The article accompanies this
Link: http://dx.doi.org/10.1177/10946705241296041 [Google]
Azer, J. and M. Alexander (2024): Human-Machine Engagement (HME): Conceptualization, Typology of Forms, Antecedents, and Consequences, Journal of Service Research, (4131), pp.1
Artificial intelligence (AI) applications in customer-facing settings are growing rapidly. The general shift toward robot- and AI-powered services prompts a reshaping of customer engagement, bringing machines into engagement conceptualizations. In this paper, we build on service research around engagement and AI, incorporating computer science, and socio-technical systems perspective to conceptualize human-machine engagement (HME), offering a typology and nomological network of antecedents and consequences. Through three empirical studies, we develop a typology of four distinct forms of HME (informative, experimenting, praising, apprehensive), which differ in valence and intensity, underpinned by both emotional (excitement) and cognitive (concern, advocacy) drivers. We offer empirical evidence which reveals how these HME forms lead to different cognitive and personality-related outcomes for other users (perceived value of HME, perceived risk, affinity with HME) and service providers (willingness to implement in services, perceived value of HME). We also reveal how outcomes for service providers vary with the presence and absence of competitor pressure. Our findings broaden the scope of engagement research to include non-human actors and suggest both strategic and tactical guidance to service providers currently using and/or seeking to use generative AI (GenAI) in services alongside an agenda to direct future studies on HME.
Link: http://dx.doi.org/10.1177/10946705241296782 [Google]
Antonetti, P. and I. Baghi (2024): Responding to Cyberattacks: The Persuasiveness of Claiming Victimhood, Journal of Service Research, (4132), pp.1
Evidence shows that, in the aftermath of cyberattacks, organizations usually accept responsibility for having failed to protect stakeholders’ data more effectively. While this strategy is reasonable in many circumstances, research suggests that it would be unsuitable in situations where the data breach is caused exclusively by criminal actors, what scholars refer to as a “victim crisis.” We argue that, in this type of situations, organizations can apologize while claiming victimhood. We present a model of moderated mediation explaining the persuasiveness of this strategy as a response to cyberattacks. In five experiments, we show that an apology claiming victimhood outperforms an apology accepting or rejecting responsibility. However, claiming victimhood is effective only when evidence of harm is provided and when the organization cannot be construed as being partly responsible for the attack. Furthermore, claiming victimhood is more effective if the focal organization is perceived as virtuous and the cybercriminal as very competent. The study contributes to the literature on service failure and recovery by offering the first account of how claims of victimhood can be deployed effectively. Furthermore, the study raises important managerial implications by proposing a novel communication strategy that can be deployed in the aftermath of cyberattacks.
Link: http://dx.doi.org/10.1177/10946705241271337 [Google]
Chi, O. H., C. G. Chi and D. Gursoy (2024): Seeing Personhood in Machines: Conceptualizing Anthropomorphism of Social Robots, Journal of Service Research, (4133), pp.1
This study conceptualizes and develops a multi-dimensional Scale of Social Robot Anthropomorphism (SSRA). Through a rigorous scale development procedure that consists of a battery of qualitative (interviews and focus group) and quantitative approaches (online and field studies), four dimensions of social robot anthropomorphism are identified, namely, human-like appearance, social intelligence, emotional capacity, and self-understanding. The scale is found to be valid and reliable by testing its convergent, discriminant, and nomological validities, utilizing data collected from over 1,000 participants. The theoretical and managerial contributions are discussed, and future research recommendations are provided.
Link: http://dx.doi.org/10.1177/10946705241297196 [Google]
Du, J. and O. Shepotylo (2024): Brexit and the Services Trade—A Longitudinal Analysis, Journal of Service Research, (4134), pp.1
This study investigates the impact of Brexit uncertainty on the UK’s services sector trade from 2016 to 2019 revealing a statistically significant negative impact that varied across sectors and destinations. Using the OECD-WTO Balanced Trade in Services dataset and synthetic difference in differences methodology, the findings indicate an annual shortfall of US$23.7/£18.5 billion in UK services exports compared to a scenario where the UK remained in the EU, translating to a 5.65 percent reduction. The bilateral data suggests an 8.5 percent average decline, with larger exports to countries like Germany and the US being less affected than smaller bilateral exports. The UK bilateral exports to the EU declined by 6.21 percent, while Ireland’s exports expanded by 21.4 percent. The study highlights that small firms were disproportionately impacted, leading to a decline in trade openness and export activities. Methodological sensitivity is underscored, with various approaches estimating Brexit’s impact differently. Sectoral analysis shows significant declines in Travel, Insurance, Finance, Telecom, Business and Cultural Services. Ireland notably benefited post-Brexit, experiencing a 14.75 percent annual increase in services exports due to business relocations. The study emphasizes the critical yet underexplored consequences of economic disintegration on international trade in services, providing essential evidence for future UK-EU trade relations post-Brexit.
Link: http://dx.doi.org/10.1177/10946705241271384 [Google]
Hoang, C., X. Liu and S. Ng (2024): From Premium to Mass: How Service Robots Shift Brand Premiumness, Journal of Service Research, (4135), pp.1
Service robots and other automation technologies are increasingly being deployed in premium retail and service establishments. While these technologies may signal a brand’s innovativeness and thus enhance its premium image, they can also lead to perceptions of standardization, which dilute the brand’s perceived premiumness. These opposing effects make it unclear whether premium brands should adopt automation technologies, specifically service robots. To address this gap, we conduct seven studies, including an experiment using a real-life service robot, and reveal that the negative effect of perceived standardization, induced by a brand’s adoption of service robots, overrides the positive effect of its perceived innovativeness, resulting in an overall dilution of the brand’s perceived premiumness. We further demonstrate that the diluting effect of robot adoption can be mitigated (1) when humans work alongside the robots or (2) when the robots are deployed by a brand that is viewed as innovative.
Link: http://dx.doi.org/10.1177/10946705241287882 [Google]
Lee, H. and Y. Yi (2024): Humans Vs. Service Robots as Social Actors in Persuasion Settings, Journal of Service Research, (4136), pp.1
Our study departs from existing research, which primarily focuses on the benefits of automated social presence in customer service. Instead, we investigate the potential downsides of a service robot’s social presence in marketing persuasion, particularly its influence on consumers’ use of persuasion knowledge. Across five experiments, we aim to: (1) identify factors affecting the social presence of a salesclerk as a persuasion agent (type of service provider, persuasive intent, and robot appearance); and (2) reveal that anthropomorphized service robots in persuasion contexts lead to a decrease in perceived salesclerk sincerity (i.e., social presence effect), ultimately impacting consumer attitudes and behaviors. Additionally, we explore the mechanism behind the social presence effect by examining the moderating role of consumers’ dispositional persuasion knowledge. By applying the persuasion knowledge model to robot-mediated service encounters, this research offers valuable insights into the potential drawbacks of using anthropomorphic robots for marketing persuasion in service relationships.
Link: http://dx.doi.org/10.1177/10946705241278842 [Google]
Leicht, T. and C. Demangeot (2024): ‘We Really Thrive on Interactions’ – How Consumers Experience and React to Sudden Constraints of Sociality in Everyday Neighborhood Places, Journal of Service Research, (4137), pp.1
This research investigates how consumers experience and deal with the constrained sociality of everyday places in their neighborhood (shops, parks, etc.) in times of crisis, using the coronavirus (Covid-19) pandemic as a revelatory context. Everyday neighborhood places outside the home or workplace do not only satisfy functional needs; they also serve people’s social life and enhance well-being. However, a gap exists in the literature about the impact of sudden consumer agency constraints on the felt sociality of such places, which hinders knowledge and advice on how service managers can effectively address consumer needs in such times. Drawing from semi-structured interviews with consumers and service providers in French and German urban environments, we find that the enacted restrictions changed how people related to the self, to others, and to the environment. Using ‘sense of place’ as a theoretical lens, we show that constrained sociality modifies the dialectical relationships between people and places: while consumers attributed new meaning to natural environments and re-valued the social resources of their neighborhood, the public restrictions made them increasingly concerned about their own agency. Since consumers thrive on everyday sociality, we discuss different ways service managers can enhance the experience of everyday places during public crises.
Link: http://dx.doi.org/10.1177/10946705241274125 [Google]
Liu, X., J.-Y. Mao, D. Ni, J. Quan and X. Zheng (2024): The Impacts of Supervisor Support on Employee Service Performance: A Change Perspective, Journal of Service Research, (4138), pp.1
Predominantly based on a static perspective, existing studies have documented that supervisor support is a key facilitator of front-line employees’ service behaviors. Incorporating a change perspective, our study examines the effects of
Link: http://dx.doi.org/10.1177/10946705241297298 [Google]
Mennens, K., M. Becker, R. Briker, D. Mahr and M. Steins (2024): I Care That You Don’t Share: Confidentiality in Student-Robot Interactions, Journal of Service Research, (4139), pp.1
Enabled by technological advances, robot teachers have entered educational service frontlines. Scholars and policymakers suggest that during Human-Robot Interaction (HRI), human teachers should remain “in-the-loop” (i.e., oversee interactions between students and robots). Drawing on impression management theory, we challenge this belief to argue that
Link: http://dx.doi.org/10.1177/10946705241295849 [Google]
Polonsky, M. J., V. Weber, L. Ozanne and N. Robertson (2024): A Framework of Foreseen and Unforeseen Harms in Transformative Service Systems, Journal of Service Research, (4140), pp.1
Transformative service systems (TSSs) are designed to uplift human well-being. Yet, paradoxically, by necessity and in design, TSSs can also generate unintended harms for system actors. Our conceptual paper builds on recent service literature, as well as that on unintended consequences from a range of fields, to advance an integrative framework of harms in TSSs. Through the enabling theory of the doctrine of double effect, our framework organizes harms in the transformative service context, identifying that unintended harms can be both foreseen and unforeseen. Additionally, we find that the mechanism underlying these harms is system emergence. Emergence arises from the relative complexity of the service system and the relative dynamism of the issue the TSS aims to address. Our framework demonstrates that greater service system complexity increases the likelihood of foreseen harms, while greater relative dynamism increases the likelihood of unforeseen harms arising. Furthermore, we show how these two factors combine to promulgate the emergence of harms. We find that in instances where harm arises, greater service system adaption is required to mitigate such harms. However, some TSS harms are an inevitable and unfortunate secondary outcome of doing good, and these harms necessitate acknowledgment and acceptance by service designers.
Link: http://dx.doi.org/10.1177/10946705241287833 [Google]
Yoganathan, V., V.-S. Osburg, A. Fronzetti Colladon, V. Charles and W. Toporowski (2024): Societal Attitudes Toward Service Robots: Adore, Abhor, Ignore, or Unsure?, Journal of Service Research, (4141), pp.1
Societal or population-level attitudes are aggregated patterns of different individual attitudes, representing collective general predispositions. As service robots become ubiquitous, understanding attitudes towards them at the population (vs. individual) level enables firms to expand robot services to a broad (vs. niche) market. Targeting population-level attitudes would benefit service firms because: (1) they are more persistent, thus, stronger predictors of behavioral patterns and (2) this approach is less reliant on personal data, whereas individualized services are vulnerable to AI-related privacy risks. As for service theory, ignoring broad unobserved differences in attitudes produces biased conclusions, and our systematic review of previous research highlights a poor understanding of potential heterogeneity in attitudes toward service robots. We present five diverse studies (S1–S5), utilizing multinational and “real world” data (Ntotal = 89,541; years: 2012–2024). Results reveal a stable structure comprising four distinct attitude profiles (S1–S5):
Link: http://dx.doi.org/10.1177/10946705241295841 [Google]
Alhouti, S., K. Lindsey Hall and T. L. Baker (2024): Enhancing CSR and purchase intent in service recovery: investigating the interplay of prosocial compensation, hedonic and luxury purchases, Journal of Services Marketing, 38(4142), pp.957-974
Purpose: As a company’s corporate social responsibility (CSR) image can protect from the backlash of a service failure, it is important to remind customers of the company’s CSR commitment when a service failure occurs. One novel mechanism for doing so is through a prosocial service recovery. However, explorations of such service recovery strategies are relatively unknown. Thus, this paper aims to examine how recoveries including prosocial elements compare to those only utilizing monetary compensation strategies and to explore boundary conditions for such effects. Design/methodology/approach: This research utilizes an experimental design approach across three studies. Participants were recruited from Amazon’s Mechanical Turk. Findings: This research demonstrates that a recovery including prosocial (vs only monetary) elements can positively impact purchase intent through the firms’ CSR perceptions. The authors show that the benefits of prosocial compensation are contingent on the motivation for visiting a company (e.g. hedonic vs utilitarian) as well as the degree to which the company is perceived as luxurious. Originality/value: The series of studies provides important theoretical contributions to services marketers by advancing the understanding of novel recovery strategies and demonstrating when companies should initiate such strategies. Implications of the findings and directions for future research are explored.
Link: http://dx.doi.org/10.1108/JSM-11-2023-0409 [Google]
Anderson, K. C., D. Popovich, K. M. Frias and M. Trussell (2024): Subordinated service environments: how branding can create unintentional service exclusion, Journal of Services Marketing, 38(4143), pp.1074-1088
Purpose: This study aims to explore unintended effects of branding in a healthcare environment. Children’s hospitals often treat both women and children. The current research examines the implications of sub-branding women’s services and its potential impact on how patients and providers perceive these services. Design/methodology/approach: A multi-actor qualitative method is used, incorporating in-depth interviews, focus groups and observations. This approach allowed for a comprehensive understanding of how hospital administrators, physicians, staff and patients perceive service exclusion when women’s services are located within a children’s hospital. Findings: The findings suggest that sub-branding can have negative effects on both patients and providers. The data show that this can lead to service exclusion due to perceptions of confusion and a lack of belonging. As a result, sub-branding women’s services in a children’s hospital may unintentionally create a subordinated service environment for adult patients and their providers, which has important implications for policy and other service settings. Originality/value: The authors introduce the concept of a subordinated service environment and explore how patients and providers perceive sub-branded women’s services in children’s hospitals. The study contributes to service theory by showing how and why branding efforts can unintentionally lead to service exclusion.
Link: http://dx.doi.org/10.1108/JSM-01-2024-0022 [Google]
Giraldo, M., L. J. Sanchez Barrios, S. W. Rayburn and J. J. Sierra (2024): Low-income consumers’ informal and formal financial service experiences: perceptions of access, inclusion, and social dependence, Journal of Services Marketing, 38(4144), pp.994-1011
Purpose: Low-income consumers’ perceptions of access and inclusion in financial services, remain underresearched. To fill this gap, the purpose of this study, is to investigate elements of low-income consumers’ informal and formal financial service experiences, from their personal experience. Design/methodology/approach: Mixed methods using data collected from low-income consumers in Latin America, reveal a spectrum of consumer perceptions making up access, inclusion and social dependence within financial service experiences. Scales, grounded in the consumer experience, are developed, validated and used to test a model of consumers’ service inclusivity perceptions. Findings: Service costs, information and documentation difficulty, convenience and social dynamics influence low-income consumers’ perceptions of financial service inclusivity. Research limitations/implications: Analysis reveals differentiation in the impact of aspects of low-income consumers’ experiences between formal and informal financial services. Working directly with this unique population exposes the nuance of their financial service experiences. Practical implications: This research provides a more holistic perspective on low-income consumers’ financial service experience and provides contextually relevant scales with robust psychometric properties. Services marketers can use this research to inform design and evaluation of financial service offerings for low-income consumers. Originality/value: This research contributes to study of the wellbeing of low-income consumers by providing understanding of their financial service experiences from their point-of-view and providing contextually-relevant, empirically validated tools for future inquiry.
Link: http://dx.doi.org/10.1108/JSM-04-2024-0152 [Google]
Jeseo, V., M. M. Lastner and H. G. Black (2024): Enhancing customer engagement behaviors via customer-to-customer interactions and identification, Journal of Services Marketing, 38(4145), pp.975-993
Purpose: The e-services market is expected to reach nearly $500bn globally by 2028. As this marketplace grows, customer-to-customer interactions (CCIs) occurring through virtual channels will likely increase. Consequently, the purpose of this research is to examine how the context in which CCI’s occur (i.e. virtual vs in-person) and the frequency of their occurrence affects customer identification, leading to increased customer engagement and more favorable purchase behaviors. Design/methodology/approach: Two studies were conducted to test the proposed models and hypotheses. The sample for Study 1 is comprised of college students taking in-person or online classes (n = 290). In Study 2, members of an online brand community (n = 125) were surveyed. Hypotheses were tested using structural equation modeling (SEM). Findings: Overall, results support a mediation effect such that CCI context (virtual vs in-person) affects customer engagement and purchase behaviors via customer identification. Specifically, Study 1 finds that customer engagement behaviors (CEBs) are greater for in-person CCIs due to the frequency of interactions and heightened identification between customers. Study 2 further examines the CCI frequency-identification link and finds that customer-firm identification is the only form of identification that affects CEBs and purchase behaviors. Originality/value: Limited customer engagement research has examined the effects of CCIs on CEBs, and research has rarely compared in-person to virtual CCI contexts. This paper addresses these shortcomings by testing the effects of in-person and virtual CCIs on CCI frequency, identification and CEBs. This research fills another important gap in the literature by considering the unique effects of specific dimensions of customer identification on CEBs and purchase behaviors.
Link: http://dx.doi.org/10.1108/JSM-09-2023-0345 [Google]
Klaus, P., K. Edwards, D. Norvik, A. Manthiou and V. H. Luong (2024): Inclusive servicescapes: the imperative of universal design principles, Journal of Services Marketing, 38(4146), pp.1089-1098
Purpose: This study aims to explore the transformative potential of universal design (UD) principles in changing servicescapes to enhance consumer experiences and foster inclusive practices across various sectors. Design/methodology/approach: Drawing from existing literature and research findings, this study offers a review of inclusive servicescapes and service practices through the lens of UD. The investigation spans multiple domains to highlight the impact of UD principles on inclusivity and societal welfare. Findings: This research delves into the theoretical and practical contributions of UD principles, showcasing their application in diverse sectors to enhance citizenship experiences. This study presents valuable insights for businesses and service providers, emphasizing the significance of UD in improving societal well-being and fostering inclusivity. Research limitations/implications: This study broadens the theoretical framework of UD, showcasing its versatility across various sectors and reinforcing its contribution to enhancing societal inclusion. By analyzing the interplay between UD principles and inclusive servicescape practices, this study highlights UD’s transformative impact on enriching citizenship experiences and fostering a deeper sense of belonging. Drawing from seminal works, this research not only adds to the understanding of UD’s role in promoting inclusivity but also strengthens the linkage between UD and inclusion theory, advancing the discourse on design’s pivotal role in facilitating societal participation and crafting inclusive environments. Practical implications: The findings of this study provide practical guidance for businesses and service providers to incorporate UD principles into servicescapes and service practices, enhancing consumer experiences. By referencing examples from education, retail and digital domains, this study offers insights for organizations seeking to create more inclusive and accessible environments. Social implications: The societal implications of incorporating UD principles into marketplace practices are significant, promoting societal inclusivity and acceptance of diversity. By emphasizing the role of UD in fostering inclusive servicescapes, this study contributes to societal initiatives to ensure inclusivity and accessibility in the marketplace, ultimately enhancing the well-being of individuals with diverse abilities and promoting a more equitable society. Originality/value: Building on existing literature, this study expands the understanding of UD and its potential impact on citizenship experiences. By anchoring the research on established perspectives and incorporating practical examples, this study offers original insights into the transformative power of UD in creating more inclusive and equitable societies.
Link: http://dx.doi.org/10.1108/JSM-04-2024-0150 [Google]
Lee, J.-J. and K. S. Lee (2024): Examining roles of peripheral service evidence in customer experiences: from the perspective of embodied interaction, Journal of Services Marketing, 38(4147), pp.1151-1172
Purpose: This study aims to apply the theoretical lens of embodied interaction to examine roles of peripheral service evidence (PSE) in customer experiences. While previous research explained the role of PSE as tangible proof from the firm’s perspective, this study investigates how customers interact with PSE and shape their experiences from customer’s perspective. Design/methodology/approach: The research employed a qualitative methodology, conducting in-depth interviews with 40 participants. These interviews were designed to elicit narratives about customers’ experiences with eight archetypes of PSE across various service contexts. The study utilized thematic analysis to uncover the underlying roles of PSE in enhancing customer experiences. Findings: The analysis identified five key themes demonstrating the impact of PSE on customer experience: facilitating embodied interactions on-site, resourcing customer-created servicescapes, fostering autonomy, embodying priority and urgency and evoking reflective experiences. These findings reveal that PSE serves as a crucial resource that enables customers to actively shape their service journeys, extending beyond its traditional role as mere tangible proof of service transactions. Originality/value: This study contributes to the literature by reconceptualizing PSE from a customer-centric perspective, highlighting its role in empowering customers to actively shape their service journeys and activities for value cocreation. By applying the concept of embodied interaction, the study provides new insights into how PSE artifacts, in their mundane forms, significantly influence customer experiences. This study opens new vistas in service research by examining customer interactions from the perspective of embodied interaction. The findings offer practical implications for service providers and designers on how to utilize PSE to enhance customer experiences.
Link: http://dx.doi.org/10.1108/JSM-10-2023-0397 [Google]
Muratcehajic, D. and S. M. C. Loureiro (2024): Subscriber retention management: SRM framework and future research agenda, Journal of Services Marketing, 38(4148), pp.1030-1057
Purpose: This article aims to systematically review the fragmented but increasingly relevant research field of customer retention management in subscription scenarios, proposing the subscriber retention management framework for retention management in subscription settings and directing future research. Design/methodology/approach: The authors systematically reviewed 1,295 articles to offer a comprehensive, unbiased overview on customer retention management in subscription-based services. From 122 selected articles, the authors conducted a descriptive analysis, conceptualized key insights into a novel framework and recognized research gaps. Findings: Among 122 articles, 111 focus on private customers across various service sectors, while lacking reflection on new digital industries, reactive retention and the corporate context. The conceptualization of results merges existing insights into seven dimensions, encompassing strategic and tactical aspects and the interplay of controllable and uncontrollable factors. The authors also outline 12 emerging research directions. Research limitations/implications: Given the extensive body of literature, the authors were unable to delve into detailed explanations. The findings are limited to management science research sourced from Scopus, adhering to a rigorous filtering process. Sub-domains, such as reactive or business-to-business retention management, remain somewhat provisional due to little results. Practical implications: A sustainable subscriber retention strategy hinges on: (1) integrating retention into business strategy, (2) adjusting acquisition and retention tactics to specific markets and (3) using a consistent retention marketing mix considering affective, calculative and habitual commitment factors. Originality/value: The authors contribute with a first systematic review of subscription-specific retention management in a rapidly growing area. This results in a novel framework that broadens the understanding of subscriber retention and identifies research gaps.
Link: http://dx.doi.org/10.1108/JSM-02-2024-0062 [Google]
Rezaee Vessal, S., M. El Euch Maalej, J. Partouche-Sebban and A. Toledano (2024): Multisensory healing: transformative service encounters in nonpharmacological therapies for cancer patients’ well-being, Journal of Services Marketing, 38(4149), pp.1099-1113
Purpose: This study aims to explore the impact of nonpharmacological therapies on cancer patients’ daily illness management and long-term well-being. It focuses on the design and effects of immersive multisensory workshops, including therapies such as yoga, music therapy and visual imagery. By examining individuals’ experiences before, during and after the service experience, the study aims to provide comprehensive insights into the transformative effects of these immersive multisensorial experiences from the individuals’ perspectives. Design/methodology/approach: From November 2021 to March 2023, the authors conducted 13 interviews and 3 focus groups (10 participants in total) among cancer patients. Thematic analysis of recorded interviews and focus groups revealed recurring patterns, key themes and meaningful insights from participants’ narratives. Findings: The findings provide insights into individuals’ journey of service experiences among cancer patients from a user perspective. By framing the results within the service encounters model, individuals’ journey of this immersive multisensory experience is studied in three different periods: the pre-core, the core and the post-core service encounter. The pre-core service encounter includes activities such as information gathering to answer concerns and setting expectations, with the therapy. The core service encounter encompasses the immersive environmental experience, which includes multisensory integration and activity immersion, body-mind reconnection, as well as engaging interactive experiences with service providers, other patients and internal engagement. The post-core service encounter reflects the cognitive, psychological, behavioral and spiritual outcomes of the service. Originality/value: This paper sheds light on the design of immersive multisensory workshops as nonpharmacological therapy. Adopting a user-focused approach using the service encounters framework helps clarify various aspects of this therapy and its effects on patients’ reconnection with their bodies and well-being. This research offers valuable insights for designing effective multisensory therapeutic environments for chronic patients to improve the quality of health-care services.
Link: http://dx.doi.org/10.1108/JSM-12-2023-0478 [Google]
Sorkun, M. F. and N. A. İdin (2024): Lifetime deals: the role of software service offering in convincing consumers, Journal of Services Marketing, 38(4150), pp.1058-1073
Purpose: This study aims to reveal consumer purchase intentions for Software-as-a-Service (SaaS) lifetime deals and the role of service offerings in shaping these intentions. Design/methodology/approach: Lifetime deals − an aggressive market penetration strategy − have the potential to allow startups to gain market share, user base and the cash necessary for growth. However, startups need to mitigate consumer concerns for which service offering design plays a key role. Drawing on expectancy-value and signaling theories, this study developed a research model and then conducted empirical research on 2,173 consumers via choice-based conjoint analysis to reveal the critical service offering attributes for consumer utility in lifetime deals in the SaaS presentation tool market context. After using the hierarchical Bayes model to derive each respondent’s part-worth utilities for service offering attributes, the hypotheses were tested via the factor score regression method. Findings: The results show that the service offering attributes of low price, refund option, human support and feature updates enhance consumer utility in SaaS lifetime deals. Three of these four attributes, namely, low price, refund option and feature updates, enhance consumers’ purchase intentions by reducing their concerns about the service’s performance, seller and lifespan, respectively. Originality/value: This study elucidates consumer purchase intentions for SaaS services in digital marketplaces. By investigating a widespread market entry strategy − lifetime deals − it shows consumer preferences and behavior for these deals in the fast-growing online tools market. This study also shows how startups can use lifetime deals through a well-designed service offering to mitigate various consumer concerns.
Link: http://dx.doi.org/10.1108/JSM-02-2024-0094 [Google]
Stevens, J. L., M. R. Gleim and S. F. Waites (2024): Experience identification: connecting online engagement to offline loyalty, Journal of Services Marketing, 38(4151), pp.1012-1029
Purpose: This paper aims to examine the transformative role of experience identification in connecting online communities to offline experiences. This study also aims to understand if consumers in the pre-experience stage can identify with an experience and how this influences their subsequent evaluations, focusing on the impact of online community participation. Design/methodology/approach: A theoretical model, based on social identity theory, is tested using a two-study approach. Study 1 involves first-time cruisers in an online cruise community. Study 2 extends the findings to a broader range of travel experiences, including both first-time and repeat travelers. Findings: Results suggest that experiential consumers can identify with an experience in the pre-experience stage through two key community participation variables – experience imagination and emotional significance. Experience identification directly influences loyalty, which subsequently impacts word-of-mouth and satisfaction post-experience. Practical implications: Service providers should leverage forums, brand communities and social media platforms to enhance interactivity between experienced and first-time customers. Strategies are presented to foster user interaction and interconnectedness, boosting consumer satisfaction and loyalty and providing a competitive advantage from the outset of the customer journey. Originality/value: Despite the recognized importance of experiential consumption, the marketing literature has largely focused on the actual consumption experience, overlooking the pre-experience stage. This research highlights the critical role of the pre-experience stage, showing that the value of an experience begins before the service encounter and continues after it ends.
Link: http://dx.doi.org/10.1108/JSM-12-2023-0466 [Google]
Wetzels, R., M. Wetzels, J. G. A. M. Lemmink, D. Grewal and V. Kuppelwieser (2024): Service experience lies in the eye of the beholder: contextualizing extant literature toward integrating eye-tracking in service research, Journal of Services Marketing, 38(4152), pp.1117-1131
Purpose: In spite of offering clear benefits and increased availability, relatively few service research studies rely on eye-tracking. Therefore, this paper aims to assist service researchers in harnessing the vast capabilities of eye-tracking technologies and methods for their own inquiries. Design/methodology/approach: In addition to systematically reviewing extant research in the service domain and the wider marketing field with respect to the fundamentals and practices of eye-tracking, this paper presents a concise, empirical eye-tracking demonstration. These contributions suggest future outlooks for how to incorporate eye-tracking more effectively in service research. Findings: The systematic literature review informs a comprehensive framework for integrating eye-tracking in service research that comprises research question focus regarding higher-order psychological constructs of interest, appropriate study settings, sample composition, optimal eye-tracking equipment and operationalization considerations. Research limitations/implications: By establishing a common ground and recommended uses of eye-tracking for service research, this study equips service scholars with the knowledge they need regarding eye-tracking fundamentals, common practices and future outlooks. A simple, empirical example further demonstrates some options for unlocking the unique capabilities of eye-tracking in service research and uncovering the complexities inherent to service experiences and other core service concepts. Originality/value: This paper compiles and contextualizes insights from existing eye-tracking research, which it uses to draw important lessons for deploying eye-tracking in service domains.
Link: http://dx.doi.org/10.1108/JSM-06-2024-0299 [Google]
Yap, S. F. (2024): Towards a responsible gaming ecosystem: a call to action, Journal of Services Marketing, 38(4153), pp.1132-1150
Purpose: Drawing from transformative service research (TSR) and service ecosystem perspectives, the author seeks to provide multi-level insights into gaming service systems and call to action how this knowledge can contribute to cultivating socially responsible gaming by addressing the following research questions: What insights from service ecosystem and TSR literature can help optimise value co-creation and cultivate socially responsible practices in digital gaming services? What future research directions could advance the understanding of digital gaming services and their potential to develop a responsible gaming ecosystem that balances social well-being with commercial success? Design/methodology/approach: Adopting a conceptual approach of theory synthesis and adaptation, the author discusses four overarching themes alongside key research gaps and directions crucial for understanding the dynamics of gaming ecosystem. Findings: The central themes – “Exploring individuals as game service consumers”, “Gaming service exchange dynamics among meso-level stakeholders”, “A macro lens to gaming service ecosystem” and “The complexities of multi-actor dynamics and interdependencies” – shed light on how responsible services can be fostered. Research limitations/implications: Given the absence of a well-defined scope for understanding responsible gaming, future research should develop a typology to capture its multifaceted aspects. Expanding beyond micro-level analysis, conducting consultation interviews with industry practitioners and policymakers can contribute insights into promoting responsible gaming services. Social implications: The author offers insights for the game players, designers and developers, service providers and policymakers to promote a healthy gaming culture. Originality/value: Through this research, the author advances the understanding of gaming as a service by illuminating value co-creation and co-destruction within an interconnected gaming service ecosystem through the lens of TSR. Such understanding empowers businesses to prioritise consumer welfare in their decision-making and practices.
Link: http://dx.doi.org/10.1108/JSM-05-2024-0222 [Google]
As’ad, N., L. Patrício, K. Koskela-Huotari and B. Edvardsson (2024): Understanding service ecosystem dynamics: a typology, Journal of Service Management, 35(4154), pp.159-184
Purpose: The service environment is becoming increasingly turbulent, leading to calls for a systemic understanding of it as a set of dynamic service ecosystems. This paper advances this understanding by developing a typology of service ecosystem dynamics that explains the varying interplay between change and stability within the service environment through distinct behavioral patterns exhibited by service ecosystems over time. Design/methodology/approach: This study builds upon a systematic literature review of service ecosystems literature and uses system dynamics as a method theory to abductively analyze extant literature and develop a typology of service ecosystem dynamics. Findings: The paper identifies three types of service ecosystem dynamics—behavioral patterns of service ecosystems—and explains how they unfold through self-adjustment processes and changes within different systemic leverage points. The typology of service ecosystem dynamics consists of (1) reproduction (i.e. stable behavioral pattern), (2) reconfiguration (i.e. unstable behavioral pattern) and (3) transition (i.e. disrupting, shifting behavioral pattern). Practical implications: The typology enables practitioners to gain a deeper understanding of their service environment by discerning the behavioral patterns exhibited by the constituent service ecosystems. This, in turn, supports them in devising more effective strategies for navigating through it. Originality/value: The paper provides a precise definition of service ecosystem dynamics and shows how the identified three types of dynamics can be used as a lens to empirically examine change and stability in the service environment. It also offers a set of research directions for tackling service research challenges.
Link: http://dx.doi.org/10.1108/JOSM-07-2023-0322 [Google]
Fella, S. and C. Ratay (2024): Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service, Journal of Service Management, 35(4155), pp.42-65
Purpose: Recently emerged Packaging-as-a-Service (PaaS) systems adopt aspects of access-based services and triadic frameworks, which have typically been treated as conceptually separate. The purpose of this paper is to investigate the implications of blending the two in what we call “access-based triadic systems,” by empirically evaluating intentions to adopt PaaS systems for takeaway food among restaurants and consumers. Design/methodology/approach: We derived relevant attributes of PaaS systems from a qualitative pre-study with restaurants and consumers. Next, we conducted two factorial survey experiments with restaurants (N = 176) and consumers (N = 245) in Germany to quantitatively test the effects of those system attributes on their adoption intentions. Findings: This paper highlights that the role of access-based triadic system providers as both the owners of shared assets and the operators of a triadic system is associated with a novel set of challenges and opportunities: System providers need to attract a critical mass of business and end customers while balancing asset protection and system complexity. At the same time, asset ownership introduces opportunities for improved quality control and differentiation from competition. Originality/value: Conceptually, this paper extends research on access-based services and triadic frameworks by describing an unexplored hybrid form of non-ownership consumption we call “access-based triadic systems.” Empirically, this paper addresses the need to account for the demands of two distinct target groups in triadic systems and demonstrates how factorial survey experiments can be leveraged in this field.
Link: http://dx.doi.org/10.1108/JOSM-07-2023-0303 [Google]
Hunke, F., G. Satzger and T. Tuunanen (2024): Reuse of service concept elements for modular service design, Journal of Service Management, 35(4156), pp.216-241
Purpose: This research investigates the systematic reuse of service concept elements within modular service design, aiming to offer actionable insights into effective conceptualization of services and extending methodological underpinnings to enhance the approach of service design. Design/methodology/approach: Employing a design science research approach, this study investigates the intentional and targeted reuse of service concept elements for modular service design. It develops four general design principles and applies them in a real-world context to demonstrate and evaluate the purposeful integration of service concept elements. Findings: This research reveals the efficacy of reusing service concept elements for modular service design, highlighting the benefits of this approach in conceptualizing new services. It theorizes generalizable design knowledge by formalizing four design principles that allow to underpin the reuse of service concept elements. Originality/value: This research contributes to service design literature by providing actionable insights into the systematic reuse of service concept elements, particularly within the framework of modular service design. We develop and test general design principles and, specifically, apply them for analytics-based digital services.
Link: http://dx.doi.org/10.1108/JOSM-04-2024-0171 [Google]
Liu, S. Q., K. A. Vakeel, N. A. Smith, R. S. Alavipour, C. Wei and J. Wirtz (2024): AI concierge in the customer journey: what is it and how can it add value to the customer?, Journal of Service Management, 35(4157), pp.136-158
Purpose: An AI concierge is a technologically advanced, intelligent and personalized assistant that is designated to an individual customer, proactively taking care of that customer’s needs throughout the service journey. This article envisions the idea of AI concierges and discusses how to leverage AI concierges in the customer journey. Design/methodology/approach: This article takes a conceptual approach and draws insights from literature in service management, marketing, psychology, human-computer interaction and ethics. Findings: This article delineates the fundamental forms of AI concierges: dialog interface (no embodiment), virtual avatar (embodiment in the virtual world), holographic projection (projection in the physical world) and tangible service robot (embodiment in the physical world). Key attributes of AI concierges are the ability to exhibit semantic understanding of auditory and visual inputs, maintain an emotional connection with the customer, demonstrate proactivity in refining the customer’s experience and ensure omnipresence through continuous availability in various forms to attend to service throughout the customer journey. Furthermore, the article explores the multifaceted roles that AI concierges can play across the pre-encounter, encounter and post-encounter stages of the customer journey and explores the opportunities and challenges associated with AI concierges. Practical implications: This paper provides insights for professionals in hospitality, retail, travel, and healthcare on leveraging AI concierges to enhance the customer experience. By broadening AI concierge services, organizations can deliver personalized assistance and refined services across the entire customer journey. Originality/value: This article is the first to introduce the concept of the AI concierge. It offers a novel perspective by defining AI concierges’ fundamental forms, key attributes and exploring their diverse roles in the customer journey. Additionally, it lays out a research agenda aimed at further advancing this domain.
Link: http://dx.doi.org/10.1108/JOSM-12-2023-0523 [Google]
Lopes, A. I., E. C. Malthouse, N. Dens and P. De Pelsmacker (2024): Is webcare good for business? A study of the effect of managerial response strategies to online reviews on hotel bookings, Journal of Service Management, 35(4158), pp.22-41
Purpose: Engaging in webcare, i.e. responding to online reviews, can positively affect consumer attitudes, intentions and behavior. Research is often scarce or inconsistent regarding the effects of specific webcare strategies on business performance. Therefore, this study tests whether and how several webcare strategies affect hotel bookings. Design/methodology/approach: We apply machine learning classifiers to secondary data (webcare messages) to classify webcare variables to be included in a regression analysis looking at the effect of these strategies on hotel bookings while controlling for possible confounds such as seasonality and hotel-specific effects. Findings: The strategies that have a positive effect on bookings are directing reviewers to a private channel, being defensive, offering compensation and having managers sign the response. Webcare strategies to be avoided are apologies, merely asking for more information, inviting customers for another visit and adding informal non-verbal cues. Strategies that do not appear to affect future bookings are expressing gratitude, personalizing and having staff members (rather than managers) sign webcare. Practical implications: These findings help managers optimize their webcare strategy for better business results and develop automated webcare. Originality/value: We look into several commonly used and studied webcare strategies that affect actual business outcomes, being that most previous research studies are experimental or look into a very limited set of strategies.
Link: http://dx.doi.org/10.1108/JOSM-05-2023-0219 [Google]
Nansubuga, B. and C. Kowalkowski (2024): Moving to subscriptions: service growth through business model innovation in consumer and business markets, Journal of Service Management, 35(4159), pp.185-215
Purpose: Subscription offerings are being hailed as the next service growth engine for companies in both business-to-consumer (B2C) and business-to-business (B2B) markets. The study analyzes how a manufacturing firm can develop and implement a scalable service-based subscription business model for B2C and B2B customers alongside its existing product-centric model. Design/methodology/approach: A longitudinal case study is conducted, drawing on 25 in-depth interviews with company executives and dealers in key European markets. Findings: The study outlines an iterative process model for subscription business model innovation. It reveals key events and decisions taken in developing, implementing, and scaling the new business model and how internal and external tensions involving intermediaries arose and were mitigated during the four stages of the process. Research limitations/implications: The findings highlight the dynamics of business model innovation processes and underscore the importance of organizational learning, collaborative relationships with channel partners, and strategic talent acquisition during business model innovation. Practical implications: The findings suggest how product-centric firms can implement new service business models alongside existing product models and what this means for partner and customer journey management. Originality/value: While servitization research predominantly concerns B2B manufacturers, B2C research focuses on digital subscription contexts. The study bridges this divide by investigating the move to subscriptions in both markets.
Link: http://dx.doi.org/10.1108/JOSM-10-2023-0438 [Google]
Öberg, C. (2024): Acquisition as a mode for servitisation: servitisation integration and consequences, Journal of Service Management, 35(4160), pp.1-21
Purpose: While existing literature extensively explores manufacturing firms expanding into services, little is known about the modes of servitisation, the means by which they carry it out. This paper concentrates on acquisitions as a mode of servitisation. Post-acquisition integration is when the potential of an acquisition is realised. The paper therefore aims to categorise types of integrations following the acquisition of servitised firms and discusses their consequences for servitisation. Design/methodology/approach: The empirical part of the paper is based on two case studies, each involving the acquisition of servitised firms. Both acquirers changed their integration approach over time. Findings: The paper conceptualises three types of integrations: rhetorical, insulated and transformative integrations, indicating whether and how the acquirer becomes servitised following the integration. These highlight the analysis of integration based on business models and customer orientation in relation to servitisation. Originality/value: This paper contributes to research on servitisation by emphasising acquisitions as a mode of servitisation and conceptualising three integration types related to business models and customer orientations. Furthermore, the paper highlights how an acquirer’s servitisation leads to new offerings targeting new customers, as opposed to strengthening existing relationships.
Link: http://dx.doi.org/10.1108/JOSM-08-2022-0255 [Google]
Reitsamer, B. F., N. E. Stokburger-Sauer and J. S. Kuhnle (2024): How and when effective customer journeys drive brand loyalty: the role of consumer-brand identification, Journal of Service Management, 35(4161), pp.109-135
Purpose: Effective customer journey design (ECJD) is considered a key variable in customer experience management and an essential source of brand meaning and pro-brand behavior. Although previous research has confirmed its importance for driving brand attitudes and loyalty, the role of consumer-brand identification as a social identity-based influence in this relationship has not yet been discussed. Drawing on construal level and social identity theories, this paper aims to investigate whether effective journeys and the resulting overall journey experience are equally powerful in driving brand loyalty among customers with different levels of consumer-brand identification. Design/methodology/approach: The present article develops and tests a research model using data from the European and US service sectors (N = 1,454) to investigate how and when ECJD affects service brand loyalty. Findings: Across two cultural contexts, four service industries and 33 service brands, the results reveal that ECJD is a crucial driver of service brand loyalty for customers with low consumer-brand identification. Moreover, the findings show that different aspects of journey effectiveness positively impact the valence of customers’ experience related to those journeys – a process that is ultimately decisive for their brand loyalty. Originality/value: This study is unique because it generates theoretical and practical knowledge by combining the literature streams of customer journey design, customer experience and branding. Furthermore, this work demonstrates that consumer-brand identification is a critical boundary condition to be considered in the relationship between ECJD and brand loyalty in services.
Link: http://dx.doi.org/10.1108/JOSM-08-2023-0374 [Google]
Valtakoski, A. and B. Glaa (2024): Beyond templates: methodological reporting practices and their impact in qualitative service research, Journal of Service Management, 35(4162), pp.66-108
Purpose: The study aims to promote the use of qualitative methods in service research by investigating how these methods are reported in service journals, how the level of reporting has evolved and whether methodological reporting influences the downloads or citations received by qualitative articles. Design/methodology/approach: Methodological reporting practices were identified through content analysis of 318 qualitative articles published in three major service research journals and comparison with prior methodological literature. Regression analysis was used to test how the level of methodological reporting influences article downloads and citations. Findings: The study identifies 29 reporting practices related to 9 key methodological reporting areas. The overall level of methodological reporting in published qualitative articles has increased over time. While differences in the level of reporting between service journals persist, they are narrowing. The level of methodological reporting did not influence downloads or citations of qualitative articles. Research limitations/implications: Service scholars using qualitative methods should pay attention to methodological reporting as it can improve the chances of being published. Factors such as theoretical contributions are likely to have a greater influence on article impact than methodological reporting. Originality/value: No prior study has explored methodological reporting practices across different qualitative methodologies or how reporting influences article impact. For authors, reviewers and editors, the study provides an inventory of reporting practices relevant for evaluating qualitative articles, which should lower barriers for qualitative methods in service research by providing practical guidelines on what to focus on when reporting and assessing qualitative research.
Link: http://dx.doi.org/10.1108/JOSM-06-2023-0253 [Google]
Costa, J., A. F. Chim-Miki and R. A. da Costa (2024): Innovation-based coopetition taxonomy for knowledge intensive business services, Service Industries Journal, (4163), pp.1-27
Coopetition networks are a recognised strategy to improve a firm’s innovative capacity. However, many factors influence the outputs. Our study verified the effect of internal and external conditions on fostering innovative performance. We analysed five coopetition taxonomies across four Knowledge Intensive Business Services (KIBS) sub-sectors, each with varying technological intensity. Our total sample comprised 4,262 Portuguese KIBS. We tested the moderation effects and ran five multiple regression models. In parallel, a robustness check estimated the marginal impact of coopetition on the innovative performance of each KIBS sub-group. Our results provided four tactical sets that combined coopetition taxonomy and structural conditions for KIBS: Coopetition Contender Network Value, Coopetition Extended Network Value, Coopetition Buyer Network Value, and Coopetition Supportive Network Value. We confirmed that structural characteristics improve innovation, evidencing the complementarity between internal and external efforts. Additionally, our findings reveal the user community as a new player with moderation effects on the value network, contributing to a re-elaboration of the coopetition value network approach. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2430183 [Google]
Ladeira, W. J., F. d. O. Santini, T. Rasul, I. Cheah, S. Elhajjar, N. Yasin and S. Akhtar (2024): Big data analytics and the use of artificial intelligence in the services industry: a meta-analysis, Service Industries Journal, 44(4164), pp.1117-1144
Big data analytics have impacted nearly every service industry in the last decade. Furthermore,using artificial intelligence in big data analytics has introduced a new trend, resulting in different performance types, e.g. sales, marketing, innovation, organizational, financial, and operational. A systematic review of the empirical results from publications addressing big data analytics in the services industry becomes necessary to understand these performances better. Based on this rationale, this study conducted a meta-analysis to identify the relevant dimensions of big data analytics and evaluate artificial intelligence as a potential moderator of its effects on service performance. The results demonstrate that environmental dynamism, resources and capabilities, and competitive pressure drive big data analytics adoption. Environmental dynamism, followed by resources and capabilities, has greater effects on adopting big data analytics. The findings suggest that adopting big data analytics powered by artificial intelligence enhances service performance more than adopting big data analytics without using artificial intelligence. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2374990 [Google]
Lv, D. D., W. Qiu and E. Cho (2024): The social assumption in service redefined by AI-mediated zero-social-touch services, Service Industries Journal, (4165), pp.1-24
Through the lens of service-dominant (S-D) logic, this conceptual paper investigates how the advent of AI-mediated automation challenges the ingrained assumption of interpersonal exchange as an inseparable element defining service. With the support of smart technologies, AI-mediated zero-social-touch service models are emerging, enabling service recipients to interact without human representatives. Drawing upon S-D logic’s foundational principles, we develop a conceptual framework to analyze how introducing AI-mediated automated systems alters participation roles, customization, and other socially embedded properties during service. Ultimately, the rise of AI-mediated automation repositions technology not just as a supplementary delivery mechanism but also as the conduit for value co-creation and value enhancement between firms and consumers. This compels philosophically embracing AI-mediated zero-social-touch service within the conceptual space of service and developing fresh perspectives on the evolving nature of techno-mediated participation. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2418315 [Google]
Wang, Y., M. Mohsin and K. Jamil (2024): Customer trust and willingness to use shopping assistant humanoid chatbot, Service Industries Journal, (4166), pp.1-25
In the digital age, brands use chatbots to address customer queries promptly. However, more research is needed on factors that build customer trust in chatbots, which is crucial for their willingness to use them. This study explores two main aspects of understanding this trust: customer perceptions of new technology acceptance (ease of use and usefulness) and the humanoid attributes of chatbots (anthropomorphism, emotional intelligence, and Personalization). Survey data from 363 Chinese online shoppers were analyzed using structural equation modeling. The results show that customer perceptions and humanoid attributes significantly influence customer trust, positively impacting their willingness to use chatbots. Additionally, customer trust mediates the relationship between these factors and the desire to use chatbots. These findings offer valuable insights for brands and chatbot developers on fostering customer trust and enhancing chatbot usage in online shopping. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2432935 [Google]
Zhou, P., C. Liang, Y. Xie, J. Yan, S. Zhao and L. Jiang (2024): The impact of ChatGPT’s competencies on users’ intention to use, Service Industries Journal, (4167), pp.1-30
Driven by ChatGPT’s popularity, generative conversational artificial intelligence (GCAI) has captured global interest. Despite its widespread adoption, the competencies of GCAI and their influence on users’ intention to use it remain underexplored. This study examines the effect of GCAI competencies on users’ intention to use GCAI. Using a mixed-methods approach, we analyze social media comments and identify four key GCAI competencies. Based on media naturalness theory, trust literature, and the stimulus-organism-response model, we propose and test a research model via a survey. Our results show that accuracy of response, self-learning, and natural language interaction enhance users’ intention to use GCAI and trust in it, while human-like empathy influences trust but not intention. Trust fully mediates the relationship between human-like empathy and intention, and partially mediates the relationship between the other three competencies and intention. This study fills a gap in understanding GCAI’s appeal and offers guidance for developers and marketers. (English)
Link: http://dx.doi.org/10.1080/02642069.2024.2416628 [Google]
Chiu, Y.-L., J.-N. Wang and Y.-T. Hsu (2024): Can Lawyers’ Facial Attractiveness Increase the Popularity or Customer Satisfaction? An Example of Expert Q&A Services, Service Science, 16(4168), pp.332-348
The purpose of this study was to examine the impact of facial attractiveness on popularity and customer satisfaction. We conducted an empirical analysis using 7,525 professional experts? photographs provided by a well-known expert question-and-answer (Q&A) platform in China. The findings showed that, although experts? facial attractiveness positively affected their popularity, it negatively impacted their customer satisfaction. However, these relationships were moderated by gender. Facial attractiveness had a stronger positive effect on popularity for female experts than for male experts. By contrast, facial attractiveness negatively impacted satisfaction for female experts but had no significant effect for male experts. This study discusses the managerial implications of the findings and avenues for future research.Funding: Y.-T. Hsu was supported by the China Postdoctoral Science Foundation [Grant 2023M732269].
Link: http://dx.doi.org/10.1287/serv.2022.0040 [Google]
Jibril, A. B., J. Amoah, S. B. Egala and M. A. Odei (2024): Understanding the Determinants of Secondhand Goods Buying Decisions: A Young Adult Consumers’ Perspective, Service Science, 16(4169), pp.319-331
This paper delves into the influence of consumers? perceptions of secondhand goods, encompassing factors such as perceived image, popularity, love, and loyalty on purchasing decisions within the retail market ecosystem, particularly in secondhand outlets. Drawing data from university students in Ghana, a demographic highly susceptible to secondhand goods in retail markets, we employ structural equation modeling techniques. The findings reveal that, within the context of retail markets, young adults? perceptions significantly impact the decision-making process when it comes to secondhand goods. Four key antecedents emerged: perceived popularity, perceived image, perceived love, and perceived loyalty. Notably, perceived love exhibits a substantial effect on customers? purchasing decisions, mediated by perceived loyalty. Furthermore, the study demonstrates that 72% of the variations in the outcome variable (buying decision) can be attributed to the identified perceptions associated with secondhand goods. This suggests that these perceptions effectively predict the consumer purchase decisions. Consequently, in secondhand retailing markets, marketing practitioners should prioritize understanding and appealing to consumers? perceptions associated with the goods. The implications for both theory and practice are thoroughly discussed.
Link: http://dx.doi.org/10.1287/serv.2023.0001 [Google]
Liu, J., Y. Zhou, J. Chen and P. Li (2024): Reference Dependence in Queue Design and Pricing Strategies, Service Science, 16(4170), pp.272-296
This research investigates the effect of reference dependence on waiting times in service systems which formerly used a first-in-first-out (FIFO) service but have introduced a priority line with a fee. Our model combines reference-dependent gain-loss utility with standard customer utility, and we posit that customers are pleased with shorter-than-expected waiting times, whereas longer-than-expected times lead to dissatisfaction and an increased likelihood of balking. The study explores two scenarios: a captive customer system (CCS) and a noncaptive customer system (NCCS), with a focus on optimal pricing and segmentation strategies for revenue and social welfare maximization. The results reveal that, in a CCS, the service provider should implement observed and unobserved customer segmentation to optimize revenue and social welfare, respectively. In an NCCS, the impact of customer segmentation on revenue maximization depends on the value of regular customers, their loss reference-dependent preferences, and the system?s offered load. Alternatively, if the service provider seeks to maximize social welfare, the provider?s use of customer segmentation relies solely on the system?s offered load and customers? reference-dependent preferences. Our findings also indicate that reference dependence can have varying impacts under different conditions, suggesting the effectiveness of tailored service and pricing strategies. Notably, a CCS generates more revenue than does an NCCS because of its captive nature, and, surprisingly, increasing the service rate can decrease revenue while improving social welfare. These insights have significant implications for service management strategies for a CCS and an NCCS.Funding: J. Liu was supported by the National Natural Science Foundation of China (General Program) [Grant 72071112]. J. Chen was supported by the National Natural Science Foundation of China (Major Program) [Grant 71490723].Supplemental Material: The online appendix is available at https://doi.org/10.1287/serv.2023.0033.
Link: http://dx.doi.org/10.1287/serv.2023.0033 [Google]
Shi, L. and Z. Xu (2024): Dine in or Takeout? Trends on Restaurant Service Demand amid the COVID-19 Pandemic, Service Science, 16(4171), pp.241-271
The COVID-19 pandemic has caused unprecedented damage to restaurant businesses, especially indoor dining services, because of the widespread fear of coronavirus exposure. In contrast, the online food ordering and delivery services, led by DoorDash, Grubhub, and Uber Eats, filled in the vacancy and achieved explosive growth. As a result, the restaurant industry is experiencing dramatic transformations under the crossfire of these two driving forces. However, these changes are not fully exposed because of the lack of firsthand data, let alone their potential consequences and implications. This study, thus, leverages foot traffic data to reveal and understand the trends of restaurant service demand through the pandemic. We devise a mixture model to decompose the aggregate foot traffic by dwelling time patterns into dine-in and takeout volumes. The transitions of demand structures are then identified for various restaurant sectors by service types, price levels, and locations. We observe that limited-service and budget restaurants saw a significantly faster recovery than full-service counterparts given their comparative advantages in adapting toward takeout channels. But, in the long run, our results suggest more robust demands for dine-in services at full-service restaurants, particularly those that provide more premium dining experiences. Comparatively, the off-line channels at limited-service restaurants appeared vulnerable to the cannibalization from online ordering and delivery channels, which strengthened even after society moved out of lockdown. Regionally, exurban restaurants seem to trend toward the takeout mode, whereas urban areas did not see a notable modal migration between dine-in and takeout from restaurants.
Link: http://dx.doi.org/10.1287/serv.2023.0103 [Google]
Xing, A., H. Wang, B. Bian and X. Guo (2024): Contract Theory-Based Collection, Updating, and Packaging Combination Strategies in Data Trading, Service Science, 16(4172), pp.297-318
In the data transaction process, where a single supplier collects and sells data to heterogeneous data buyers, its transaction strategy relies on the data?s value. In this paper, we measure the value of data in terms of volume and currency and analyze the whole process from data collection and update management to sales. The data supplier determines the maximum amount of data to be collected based on the willingness to pay and the cost of collection and decides the optimal update frequency based on the update cost paid to improve the data utility. Because data sets can be replicated and split nearly costlessly, data suppliers maximize revenue by combining data sets of different sizes. In the information asymmetry scenario, contract theory is applied to obtain the optimal data collection quantity, update frequency, and packaging combination scheme to maximize the profit of data suppliers under data buyer incentive compatibility and individual rationality and compare them with the information symmetry scenario. The results show that data suppliers will only provide personalized data sets to some data buyers, and the needs of some buyers will not be met. Information asymmetry causes data suppliers to reduce the number of data collections and the actual purchases by data buyers, and data suppliers? profits tend to decrease. The surprising conclusion is that data suppliers should set up more frequent update strategies in the information asymmetry case than in the information symmetry case to sustain the decrease in data utility caused by insufficient quantity.Funding: This work was supported by the National Natural Science Foundation of China [Grants 72071042 and 72201113].Supplemental Material: The online appendix is available at https://doi.org/10.1287/serv.2023.0018.
Link: http://dx.doi.org/10.1287/serv.2023.0018 [Google]
Roth, A., Benz, C., Wilga, M., Hottum, P., Langes, B., Lewandowski, T., Nägele, R., Peters, C., & Satzger, G. (2024). Value Creation in the Information Economy: The Triad of AI, Service, and Human Work. SMR-Journal of Service Management Research, 8(1), 2-12.
Abstract:
Advancements in artificial intelligence (AI), particularly generative AI (GenAI), have revolutionized the value generation in service as well as work processes and the work environment. However, the transformative potential of AI in the context of service and work must be guided in a way that ensures its alignment with human-centric values and economic goals. Based on an interactive panel and three workshops of service researchers and practitioners at the annual conference of the German Forum for Service Research (DF)² in September 2023, this paper highlights six fields of action. Spanning corporate strategy, processes, and technology, these six fields of action illustrate how future-oriented service research may harness the opportunities of AI for society and the economy, manage associated risks, and foster societal acceptance. They serve as a framework for discussions and initiatives in service research, raise awareness among companies about necessary changes to remain competitive, and highlight funding needs with high relevance, societal importance, and economic potential.
Link: doi.org/10.5771/2511-8676-2024-1-2
Citation: Elgeti, L., Kleinaltenkamp, M., Prohl-Schwenke, K., & Pollicino, G. (2024). From Acquisition to Retention: A Single Case Study Exploring the Adaptation of Customer Value Propositions in a Subscription Business. SMR-Journal of Service Management Research, 8(1), 13-28.
Abstract: A well-crafted customer value proposition (CVP) is crucial to communicating the value that customers can expect from a product or service experience. Accordingly, researchers have become increasingly interested in how to shape CVPs to sell goods or services, especially in the business-to-business (B2B) context. This is particularly relevant for subscription businesses, where subscribers typically pay a set amount for the continuous use of a service or product and which aim to ensure that customers keep renewing their subscriptions over a long period of time. However, relatively little is known about how to adapt or change a CVP for existing subscribers. Therefore, by conducting an explorative single case study, this article aims to investigate how CVPs are managed in a subscription-based business market. By revealing CVPs’ dynamics in a subscription business, we show how a CVP is embedded in a sales cycle and discuss the consequences of the often staircase-shaped pattern of experienced value in use that emerges during a subscription contract. Based on these insights, our results provide guidance for companies entering the subscription market as well as for existing subscription providers on how to retain their customers.
Link: doi.org/10.5771/2511-8676-2024-1-13
Citation: Hünefeld, L., Lück, M., Möller, H., Kopatz, F., & Hüffmeier, J. (2024). Determinants of Work Intensity in Three Service Sectors. SMR-Journal of Service Management Research, 8(1), 29-49.
Abstract: Service industry employees report particularly high work intensity levels. While the consequences of work intensity were intensely studied, a respective understanding of its determinants is lacking. However, knowing these determinants is crucial for managers to design work appropriately. Thus, we investigate determinants of work intensity in the service industry comparing three sectors (trading, finance, and public services) with two waves (2012, 2018) of the BIBB/BAuA Employment Survey, a representative sample of the German work force with N > 20.000. The sectors varied significantly in the levels of work intensity overall and different work intensity facets and their determinants. Nevertheless, the determinants of work intensity were mostly comparably associated across sectors and robust across waves. Especially learning demands, organizational changes, ICT use, and working hours were associated with higher work intensity in all service sectors. Learning demands seem to be a particularly relevant determinant because they were empirically related to all work intensity facets.
Link: doi.org/10.5771/2511-8676-2024-1-29
