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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Yoganathan, V., V.-S. Osburg, A. Fronzetti Colladon, V. Charles and W. Toporowski (2025): Societal Attitudes Toward Service Robots: Adore, Abhor, Ignore, or Unsure?, Journal of Service Research, 28(4276), pp.93-111
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): positive (“adore”), negative (“abhor”), indifferent (“ignore”), and ambivalent (“unsure”). The psychological need for interacting with service staff, and for autonomy and relatedness in technology use, function as attitude profile antecedents (S2). Importantly, the attitude profiles predict differences in post-interaction discomfort and anxiety (S3), satisfaction ratings and service evaluations (S4), and perceived sociability and uncanniness based on a robot’s humanlikeness (S5).
Link: http://dx.doi.org/10.1177/10946705241295841 [Google]
Le, K. B. Q., L. Sajtos, W. H. Kunz and K. V. Fernandez (2025): The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service, Journal of Service Research, 28(4284), pp.186-205
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 (2025): The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals, Journal of Service Research, 28(4285), pp.35-56
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]
Yang, M., T. T. Luu and G. Hoang (2025): Enhancing Service Recovery Performance Through Ethical Leadership: A Multilevel Curvilinear Investigation, Journal of Service Research, (4277), pp.1
Understanding how to enhance service recovery performance is crucial for service-oriented organizations, as it contributes to resolving service failures and addressing customer complaints. This study aims to develop a multilevel curvilinear model that explores the relationship between ethical leadership and service recovery performance, as well as the mediating and moderating effects underlying this relationship. Results from both Study 1 (dyadic and two-waved data from hotels) and Study 2 (triadic data from IT service organizations) revealed that ethical leadership had a curvilinear (inverted U-shaped) effect on service recovery performance. There was a curvilinear mediating effect of ethical self-efficacy between ethical leadership and service recovery performance, such that ethical leadership enhanced ethical self-efficacy, and an intermediate degree of ethical self-efficacy predicted the highest degree of service recovery performance (Studies 1 and 2). Results from Study 1 showed that internal knowledge transfer moderated the curvilinear relationship between ethical leadership and service recovery performance. Both internal knowledge transfer and task interdependence moderate the curvilinear relationship between ethical self-efficacy and service recovery performance (Study 1). Results from Study 2 showed that both internal knowledge transfer and task interdependence moderate the curvilinear relationship between ethical leadership and service recovery performance.
Link: http://dx.doi.org/10.1177/10946705241304221 [Google]
Villarroel Ordenes, F., G. Packard, J. Hartmann and D. Proserpio (2025): Using Traditional Text Analysis and Large Language Models in Service Failure and Recovery, Journal of Service Research, (4278), pp.1
Service failure and recovery (SFR) typically involves one or more people (or machines) talking or writing to each other in a goal-directed conversation. While SFR represents a prime context to understand how language reflects and shapes the service experience, this subfield has only begun to apply text analysis methods and language theories to this context. This tutorial offers a methodological guide for traditional text analysis methods and large language models and suggests some future research paths in SFR. We also provide user-friendly workflow repositories, in Python and KNIME Analytics, that researchers with (and without) coding experience can use. In doing so, we hope to encourage the next wave of text analysis in SFR research.
Link: http://dx.doi.org/10.1177/10946705241307678 [Google]
van Doorn, J., G. Odekerken-Schröder and J. Spohrer (2025): Robots Are Here to Stay: Time to Invest in a Future We Actually Want to Live In, Journal of Service Research, 28(4279), pp.3-8
The article “Robots Are Here to Stay: Time to Invest in a Future We Actually Want to Live In” published in the Journal of Service Research discusses the impact of robots on human-robot interaction (HRI) and the need to understand their broader implications. It emphasizes the importance of exploring how robots reshape human experiences in service environments and the potential transformations they can bring. The article also highlights the challenges and opportunities in conducting rigorous research on human-robot interactions, the transformative potential of robots in key industries, and the ethical considerations surrounding the integration of robots into daily life. [Extracted from the article]Copyright of Journal of Service Research is the property of Sage Publications Inc. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder’s express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Link: http://dx.doi.org/10.1177/10946705241311210 [Google]
Nazifi, A., H. Roschk, B. Marder and T. Leclercq (2025): Spinning the Wheel: The Effectiveness of Gamification in Service Recovery, Journal of Service Research, (4280), pp.1
This research offers insights into the efficacy of gamification in a failure-recovery context, that is, providing recovery through a gamified experience. Using one field study and three online experiments across different contexts (i.e., retail, restaurant, gym, and hotel), we show that a gamified recovery (i.e., compensation offered through a spin-the-wheel game) can have a positive effect on recovery satisfaction. This effect is mediated by the perceived enjoyment of the game and is moderated by customer choice, failure severity, compensation level, and time pressure. Specifically, we find that gamification has a positive recovery effect when customers are offered a choice, when the failure is mild, when customers receive full compensation or overcompensation (i.e., when they experience a sense of winning), and when they do not face time pressure. However, gamification can backfire and have a negative effect when a failure is severe, when customers receive only partial compensation (i.e., when they experience a sense of loss), and when they face time pressure. Finally, a single-paper meta-analysis provides aggregated evidence of these effects. For managers, our findings provide initial evidence of the usefulness of this recovery strategy and explain how it should be implemented.
Link: http://dx.doi.org/10.1177/10946705241307681 [Google]
Mennens, K., M. Becker, R. Briker, D. Mahr and M. Steins (2025): I Care That You Don’t Share: Confidentiality in Student-Robot Interactions, Journal of Service Research, 28(4281), pp.57-77
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 robot teacher confidentiality (i.e., robot teachers not sharing student interactions with the human teacher) lets students make more use of the technology. To examine this effect and provide deeper insights into multiple mechanisms and boundary conditions, we conduct six field, laboratory and online experiments that use virtual and physical robot teachers (Total N = 2,012). We first show that students indeed make more use of a confidential (vs. nonconfidential) robot teacher (both physical and virtual). In a qualitative study (Study 2), we use structural topic modeling to inductively identify relevant mediators and moderators. Studies 3 through 5 provide support for these, showing two key mediators (i.e., social judgment concern and interaction anxiety) and two moderators (i.e., student prevention focus and teacher benevolence) for the effect of robot teacher confidentiality. Collectively, the present research introduces the concept of service robot confidentiality, illustrating why and how not sharing HRI with a third actor critically impacts educational service encounters.
Link: http://dx.doi.org/10.1177/10946705241295849 [Google]
Lindsey-Hall, K. K., S. Jaramillo, M. P. Lorenz, C. L. Marti and P. B. Fennell (2025): Profiling as a Service Failure, Journal of Service Research, (4282), pp.1
Profiling occurs when negative stereotype assumptions based on personal characteristics (e.g., gender, age, race, or sexual orientation, among others) are applied to individuals, resulting in discrimination. Using a mixed-methods approach, this work explores how customers experience or anticipate profiling in a service setting, which constitutes a special type of service failure. Using a critical incident technique, study 1 establishes that customers feel stereotyped in retail service settings and that these profiling experiences constitute service failures that generate various emotions and coping behaviors, which are exacerbated when customers anticipate profiling will occur. Study 2 uses in-depth interviews to (1) advance a process framework for profiling as a service failure (PaSF), including pre-and post-coping behaviors as well as related emotions and proposed recovery solutions, (2) further develop and probe a typology of PaSF, and (3) develop characterizations of customer approach styles and responses to profiling. Finally, study 3 empirically tests our framework and appropriate service recovery strategies. Utilizing a stereotype threat theory lens, we broaden our understanding of and contribute to the literature on service failure and recovery, profiling, discrimination, and customer emotions, attributions, and vulnerability. Along with theoretical and managerial implications, we provide an extensive future research agenda to serve as a catalyst for further exploration.
Link: http://dx.doi.org/10.1177/10946705241300668 [Google]
Lee, H. and Y. Yi (2025): Humans Vs. Service Robots as Social Actors in Persuasion Settings, Journal of Service Research, 28(4283), pp.150-167
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]
Koponen, J., S. Julkunen, A. Laajalahti, M. Turunen and B. Spitzberg (2025): Work Characteristics Needed by Middle Managers When Leading AI-Integrated Service Teams, Journal of Service Research, 28(4286), pp.168-185
Artificial intelligence (AI) is a significant part of digital transformation that signifies new requirements for middle managers in AI-integrated work contexts. This is particularly evident in financial service industries. Given the significance and rapidity of this technological transition, this case study investigated how middle managers perceived the impacts of AI system integration on their work characteristics. Interview data were gathered from 25 middle managers of a company providing financial services. The data were analyzed using the Gioia method. The findings showed that the AI systems applied in the case company were perceived as technical tools (mechanical AI) or coworkers (thinking AI and feeling AI), which had different impacts on middle managers’ work characteristics and the relationship between humans and AI systems. The middle managers’ work characteristics included contextual, task, competence, social, and relationship characteristics. Regarding the relationship characteristics, this study shows theoretically distinct human–AI relationship types. The findings are organized into a conceptual framework. AI system integration in service teams is a complex phenomenon that makes middle managers’ work more demanding and requires balancing and managing multiple challenges and dialectical tensions. The findings inform the selection and training of managers according to changing work characteristics in the digital age.
Link: http://dx.doi.org/10.1177/10946705231220462 [Google]
Khenfer, J. and O. Trendel (2025): Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures, Journal of Service Research, (4287), pp.1
This research investigates how structured service environments can mitigate negative customer responses to service failures. We propose a proactive strategy that aims to preemptively manage customer expectations. Drawing on the meaning maintenance model, we theorize and find that heightened perceptions of predictability inherent in structured environments reduce customers’ need to make sense of discrepancies between actual and expected outcomes. In turn, customers are less likely to blame the firm and more likely to repurchase from it. Our research includes a field experiment and three online and lab experiments across various contexts. We identify key boundary conditions: structured environments are less effective when failures appear predictable due to recurring causes (stability attribution) or when the firm could have prevented them (controllability attribution). Furthermore, if the firm is merely associated with the failure but not directly involved, the mitigating effect of structured environments does also not occur. These insights offer managers a novel proactive strategy to buffer customer responses to service failures.
Link: http://dx.doi.org/10.1177/10946705241307676 [Google]
Hoang, C., X. Liu and S. Ng (2025): From Premium to Mass: How Service Robots Shift Brand Premiumness, Journal of Service Research, 28(4288), pp.17-34
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]
Feddema, K., K. Koskela-Huotari and P. Harrigan (2025): Persistence of Contested Value Cocreation Practices, Journal of Service Research, (4289), pp.1
The climate crisis and other global challenges make it clear that not only are new value cocreation practices (VCPs) needed, but some current VCPs must be discontinued. Prior service literature assumes that VCPs can be disrupted by reforming the institutions that govern them. However, empirical observations show that VCPs may persist even when targeted by institutional work, and recent organizational research points to contested practices that continue to be enacted even when challenged or criticized. To understand this phenomenon in value cocreation, we conducted an embedded case study of exotic pet-keeping—a set of VCPs that continue despite intervention efforts. Our findings reveal that when exotic pet-keepers became reflexive of contestation in the symbolic elements of their VCPs, they modified their material elements, leading to four types of contested VCP reconfiguration. Two of these types—conforming and confining—resulted in the dissipation of the contested VCPs, while the other two—converting and circumventing—led to their persistence. We contribute to service research by introducing the concept of
Link: http://dx.doi.org/10.1177/10946705251316994 [Google]
El Halabi, M. and O. Trendel (2025): Just Name it: The Act of Naming Humanoid Service Robots Decreases Perceived Eeriness and Increases Repurchase Intent, Journal of Service Research, 28(4290), pp.131-149
Though Humanoid Service Robots are the “holy grail” of robotics, the discomfort, specifically the feelings of eeriness, they elicit in consumers still raises concerns as to their successful implementation in service settings. From a firm’s point of view, the main question revolves around how to integrate humanoid service robots without hurting consumers’ repurchase intent as a result of their perceived eeriness. The results of four experiments (including a study involving real interactions), using four distinct humanoid service robots and four different service settings, collectively examine a novel marketing solution which consists of consumers assigning a name to a humanoid service robot. We show that humanoid service robots with customer-assigned names versus no name or store-assigned names increase consumers’ repurchase intent. This is because the act of naming simultaneously increases perceived familiarity of the humanoid service robot and control over it, which decrease its perceived eeriness and consequently increase consumers’ interaction enjoyment. Altogether, our studies offer theoretical and managerial insights on how engaging consumers in the act of naming can facilitate technological infusion into service frontlines.
Link: http://dx.doi.org/10.1177/10946705241248242 [Google]
Chi, O. H., C. G. Chi and D. Gursoy (2025): Seeing Personhood in Machines: Conceptualizing Anthropomorphism of Social Robots, Journal of Service Research, 28(4291), pp.78-92
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]
Béal, M., C. Lécuyer, C. Bayart and D. Clot (2025): A Rejection-Based Model of Partial Service Termination and its Impact on Unprofitable Customers, Journal of Service Research, (4292), pp.1
This research examines partial service termination (PST) as a strategy that allows companies to deliberately cease providing unprofitable customers with certain services while maintaining relationships with those customers. Through a preliminary qualitative study, a quasi-experiment, and two scenario-based experiments, this research contributes to the intentional service failures literature by demonstrating negative customer reactions to PST. First, the results showed that PST increases the probability of customers terminating their other contracts by 2.14 times while increasing their propensity to spread negative word-of-mouth (nWOM). Second, using belongingness theory, we identify the key underlying psychological process behind PST: customers interpret PST as a threat to their need to belong in relationships with companies, which is reflected in their feelings of rejection and anger. Third, relationship breadth and three recovery tactics (i.e., monetary compensation, explanations, and support in finding alternatives) were identified as contingent variables that buffer the negative consequences of PST. Customers with high relationship breadth are less likely to terminate other contracts and bad-mouth following PST. This is likely because high relationship breadth reduces perceived rejection following PST. Furthermore, a combination of monetary compensation, explanations, and support in finding alternatives represents the most efficient recovery approach to reduce anger.
Link: http://dx.doi.org/10.1177/10946705241304191 [Google]
Azer, J. and M. Alexander (2025): Human-Machine Engagement (HME): Conceptualization, Typology of Forms, Antecedents, and Consequences, Journal of Service Research, 28(4293), pp.112-130
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]
Verhulst, N., H. Slabbinck, K. Willems and M. Brengman (2025): The use of implicit measures in service research: Why, how, when and what is the way forward?, Journal of Services Marketing, 39(4249), pp.4-19
Purpose: To date, to the best of the authors’ knowledge, the use of implicit measures in the service research domain is limited. This paper aims to introduce implicit measures and explain why, or for what purpose, they are worthwhile to consider; how these measures can be used; and when and where implicit measures merit the service researcher’s consideration. Design/methodology/approach: To gain an understanding of how implicit measures could benefit service research, three promising implicit measures are discussed, namely, the implicit association test, the affect misattribution procedure and the propositional evaluation paradigm. More specifically, this paper delves into how implicit measures can support service research, focusing on three focal service topics, namely, technology, affective processes including customer experience and service employees. Findings: This paper demonstrates how implicit measures can investigate paramount service-related subjects. Additionally, it provides essential methodological “need-to-knows” for assessing others’ work with implicit measures and/or for starting your own use of them. Originality/value: This paper introduces when and why to consider integrating implicit measures in service research, along with a roadmap on how to get started.
Link: http://dx.doi.org/10.1108/JSM-10-2023-0401 [Google]
Terblanche, N. S. and B. J. Babin (2024): The gloomy side of value co-creation for service employees, Journal of Services Marketing, 38(4250), pp.44-65
Purpose: There is a paucity of published research regarding service employees’ side of gloomy consequences emanating from value co-creation (VCC). The purpose of this paper is to provide a comprehensive overview of the activities and interactions of VCC that can result in negative well-being for service employees. Design/methodology/approach: This paper is a theory synthesis paper and, as such, seeks to accomplish conceptual integration of multiple theories and literature streams. Findings: The origins of negative outcomes of VCC are infinite, and for the purpose of this study, the potential triggers of negative outcomes are limited to typical processes and behaviours initiated by VCC of services. For the purposes of this paper, dysfunctional customer behaviour, customer incivility, value co-destruction, boundary-spanning activities, organisational structure and policies and resource integration are investigated as sources of negative well-being for service employees. Research limitations/implications: The first limitation is the focus on offline transactions. Although the accepted definition of a service ecosystem provides for it to be a “self-adjusting system” a need could emerge for some formal management structure to cope with the increasing complexity of service transactions. A theoretical implication of this paper is that it includes a few lesser researched elements in the context of VCC. A starting point to deal with undesirable VCC interactions is to distinguish between undesirable interaction outcomes that originated inside the firm (own service employees) and those that originated from outside the firm (dysfunctional customers). Practical implications: A first suggestion on how managers could deal with undesirable VCC interactions is to distinguish between undesirable interaction outcomes that originated inside the firm (e.g. own service employees, firm policies and structure) and those that originated from outside the firm (e.g. customer incivility and dysfunctional customers), as these two types of interaction outcomes require different interventions. Firms will need to bring together, study, analyse and assess all service employee experiences and challenges generated by VCC interactions. The frequency and significance of negative incidents should indicate the amount of effort and time to be spent on types of negative incidents. Social implications: A challenge for service ecosystems is how they will adjust to comply with novel and traditional non-business objectives in the light of transformational, upliftment and other calls from society, whilst at the same time improving the well-being of the entire service ecosystem (i.e. providers, users and society). The improvement of well-being versus reducing suffering/losses/risks is not an option. The words of Hammedi et al. (2024, p. 159) “we move towards the conceptualization of service ecosystem health as a harmonious state in which private, public and planetary well-being merge” are exceptionally fitting here. Originality/value: The negative consequences of VCC impact the well-being of service employees and are costly for a firm. Suggestions to prevent or limit the impact of undesirable or harmful consequences are made. This study is of value for service businesses, service academics and society. A greater awareness of the destructive nature of negative consequences of VCC will hopefully transpire from this study.
Link: http://dx.doi.org/10.1108/JSM-12-2023-0465 [Google]
Monferrer Tirado, D., M. A. Moliner Tena and M. Estrada (2024): Co-creating customer experiences in service ecosystems: a study in a tourist destination, Journal of Services Marketing, 38(4251), pp.1-16
Purpose: This study aims to examine the co-creation of customer experiences at different levels in service ecosystems, analyzing the case of a tourist destination. Design/methodology/approach: A questionnaire was designed based on previously validated scales. The questionnaire was distributed through the social media platforms Facebook and Instagram. The survey yielded 1,476 valid responses for three types of destinations. Structural equation modeling and multigroup analysis were performed to test the hypotheses. Findings: Aggregate service experience and memorable customer experience (MCE) in service ecosystems are determined by customer experiences at a dyadic level. Service experience at the ecosystem level is formed from ordinary experiences at the actor level, while MCE is formed from extraordinary experiences at the dyadic level. The type of ecosystem moderates the relationships between the variables but does not alter the importance of each of them. Originality/value: The relationship between the co-creation of customer experiences at different levels of service ecosystems (dyadic vs aggregate) is addressed. A relationship is established between the ordinary and extraordinary character of experiences and their memorability at the ecosystem level.
Link: http://dx.doi.org/10.1108/JSM-09-2023-0334 [Google]
Medler-Liraz, H. and T. Seger-Guttmann (2025): Service employees’ flirting type and customers’ outcomes in luxury and non-luxury restaurants, Journal of Services Marketing, 39(4252), pp.154-164
Purpose: This study aims to examine whether authentic flirting behavior contributes to positive service outcomes (i.e. rapport and tip size) in luxury vs non-luxury restaurants. Design/methodology/approach: A sample of 261 participants was randomly assigned to reading scenarios depicting four conditions in a 2 × 2 between-subjects design: restaurant status (luxury vs non-luxury) and flirting type: authentic vs fake. Findings: The results showed that rapport mediated the relationship between flirting type and tip size. Moderated mediation analyses further revealed that the mediated relationship was stronger for non-luxury restaurants alone. Whereas authentic flirting amplified rapport and tip size in non-luxury restaurants, it had no effect in luxury restaurants. Originality/value: Flirtatious behavior has not been examined in the context of luxury restaurants. This study provided an opportunity to explore whether flirting would be perceived as unprofessional and as exceeding personal boundaries as in other settings, damaging to the meticulous service experience, or whether interpersonal friendly gestures can take place without undermining the service interaction.
Link: http://dx.doi.org/10.1108/JSM-06-2024-0298 [Google]
Kuppelwieser, V. and P. Klaus (2025): The sorrows of methods researchers, Journal of Services Marketing, 39(4253), pp.1-3
Purpose: This paper aims to focus on service research methods and highlights the need to treat method parts similar to the theoretical parts in papers. Design/methodology/approach: The authors discuss current methodological topics and reflect on their own way of crafting method parts. Findings: The authors provide recommendations on how to treat and enhance service-marketing research methods. Originality/value: This paper aims to start discussions about methods in service-related papers, either from an editorial, reviewer or author’s perspective.
Link: http://dx.doi.org/10.1108/JSM-09-2024-0496 [Google]
Johnstone, L. (2024): Strategising for the circular economy through servitisation, Journal of Services Marketing, 38(4254), pp.17-31
Purpose: From a firm-centric perspective, this study aims to elaborate on the types of servitisation strategies that can support a firm’s circular ambitions by asking: What is the role of servitisation in narrowing, slowing and/or closing resource loops? And, how are resources and capabilities arranged to provide such strategic circular service offerings? Design/methodology/approach: Drawing on the experiences of an international manufacturing company from a dynamic capabilities perspective, the study offers an analytical framework that goes inside the firm’s operationalisation of its service offerings to support circularity in terms of the strategic decisions made. This framework is later used to frame the findings. Findings: The study highlights the case-specific feedback loops and capabilities needed to support circular transitions. Various resource and innovation strategies for circularity are combined along customer interfaces and in partnership with upstream actors. Yet, open innovation strategies are conditioned by physical distance to provide circular services in remote areas. Research limitations/implications: The main contributions are empirical, analytical, conceptual and practical. The servitisation framework for circularity connects prior servitisation-circularity research and provides an analytical tool for framing future studies. The study also expands the definition of open innovation in that closed innovations for circularity can be achieved through “open” information exchange in knowledge networks, as well as provides advice for similar large manufacturing companies. Originality/value: This study focuses on the strategic choices made by industrial firms for circular service provision and emphasises the environmental benefits from such choices, in addition to the economic and customer benefits covered in extant servitisation research.
Link: http://dx.doi.org/10.1108/JSM-10-2023-0395 [Google]
Hickman, T. M. and M. Stoica (2025): Reimagining service provider influence: how they embrace and promote sustainability, Journal of Services Marketing, 39(4255), pp.138-153
Purpose: This study aims to advance services marketing research by examining how credence claims, such as sustainability messaging, shape social norms and decision-making behaviors among professional service providers (PSPs). It introduces a typology of PSPs based on their integration of sustainability expertise and normative beliefs. In doing so, the study demonstrates service providers’ role in influencing brand recommendations. By positioning PSPs as intermediaries who translate sustainability knowledge into actionable guidance, the research highlights how credible eco-claims drive pro-social behaviors, underscoring the importance of services marketing in promoting pro-environmental actions and fostering societal change. Design/methodology/approach: A sample of 467 veterinarians were contacted from across North America with the assistance of a major pet food supplier. Structural equation modeling measured the degree to which social norms, a belief in eco-claims and sustainability expertise shaped sustainability importance for professionals. A post hoc 2 × 2 typology placed professionals in quadrants based on eco-related factors, with sustainability-based brand recommendations analyzed based on their quadrant placement. Findings: Social norms and sustainability expertise were instrumental in predicting the importance of professionals’ environmental stewardship. The typology determined that each quadrant of professionals reported significantly different likelihoods of recommending eco-friendly products to their clients. Originality/value: This study introduces a novel perspective in services marketing by linking sustainability messaging to social norms and decision-making. It presents a unique typology of PSP profiles based on sustainability expertise and normative influences. By positioning PSPs as intermediaries who translate sustainability knowledge into actionable guidance, the research emphasizes the service sector’s capability of driving pro-environmental behaviors and advancing sustainable practices.
Link: http://dx.doi.org/10.1108/JSM-03-2024-0121 [Google]
Grönroos, C. (2024): Service-informed marketing reform, Journal of Services Marketing, 38(4256), pp.32-43
Purpose: This paper aims to develop an alternative perspective on marketing informed by service scholarship to resolve marketing’s challenges as a discipline and practice. Design/methodology/approach: This paper is conceptual and builds on the ongoing debate regarding marketing’s challenges and on service research to develop a new alternative marketing perspective and model, which could contribute to reforming marketing. Findings: An analysis of the current understanding of marketing showed that the discipline’s myopic focus on activities, which disregards what marketing is as a phenomenon, is the primary reason for the prevailing problems and failure to reform marketing. Based on research into service logic (SL), the paper demonstrates that a higher level view of service can be characterized as the provision of help to the users of goods and services to ensure that these goods and services deliver meaningful assistance in their lives and work. This suggests that the ultimate objective for marketing is to make firms meaningful to the users of their goods and services. Research limitations/implications: To the best of the author’s knowledge, since this paper is the first to conceptually develop a perspective on marketing and a corresponding model informed by service scholarship, more conceptual and empirical research is necessary. Developing the new meaningfulness-based perspective and model for marketing brings a new approach to the process of resolving marketing’s current troubled situation. Practical implications: The meaningfulness approach to marketing enables customer-centered marketing strategies to be implemented. Such strategies include both demand-stimulating and demand-satisfying programs. Originality/value: To the best of the author’s knowledge, this paper is the first to examine marketing’s troubled situation from a service research and SL perspective.
Link: http://dx.doi.org/10.1108/JSM-04-2024-0168 [Google]
Greiner, D. and J.-F. Lemoine (2025): Bridging the gap: user expectations for conversational AI services with consideration of user expertise, Journal of Services Marketing, 39(4257), pp.76-94
Purpose: Past research has emphasised the potential for conversational artificial intelligence (AI) to disrupt services. Conversely, the literature recognises customer expectations as fundamental to service quality and customer satisfaction. However, the understanding of users’ expectations for conversational AI services is currently limited. Building upon previous research that has underscored the importance of users’ expertise, this study aims to provide valuable insights into the expectations of users with varying levels of expertise. Design/methodology/approach: Forty-five semi-structured interviews were conducted, on three populations: experts, quasi-experts and non-experts from various countries including Japan, France and the USA. This includes 10 experts and 11 quasi-experts, as in professionals in conversational AI and related domains. And 25 non-experts, as in individuals without professional or advanced academic training in AI. Findings: Findings suggest that users’ expectations depend on their expertise, how much they value human contact and why they are using these services. For instance, the higher the expertise the less anthropomorphism was stated to matter compared to technical characteristics, which could be due to a disenchantment effect. Other results include expectations shared by all users such as a need for more ethics including public interest. Originality/value: The study provides insights into a key yet relatively unexplored area: it defines three major expectations categories (anthropomorphic, technical and ethical) and the associated expectations of each user groups based on expertise. To the best of the authors’ knowledge, it also highlights expectations never detected before as such in the literature such as explainability.
Link: http://dx.doi.org/10.1108/JSM-02-2024-0056 [Google]
Goktas, P. and T. Dirsehan (2025): Using PLS-SEM and XAI for causal-predictive services marketing research, Journal of Services Marketing, 39(4258), pp.53-68
Purpose: This study aims to redefine approaches to metrics in service marketing by examining the utility of partial least squares – structural equation modeling (PLS-SEM) and eXplainable Artificial Intelligence (XAI) for assessing service quality, with a focus on the airline industry. Design/methodology/approach: Using the Airline Passenger Satisfaction data set from Kaggle platform, this study applies PLS-SEM, facilitated by ADANCO software and XAI techniques, specifically using the SHapley Additive exPlanations TreeExplainer model. This study tests several hypotheses to validate the effectiveness of these methodological tools in identifying key determinants of service quality. Findings: PLS-SEM analysis categorizes key variables into Delay, Airport Service and In-flight Service, whereas XAI techniques rank these variables based on their impact on service quality. This dual-framework provides businesses a detailed analytical approach customized to specific research needs. Research limitations/implications: This study is constrained by the use of a single data set focused on the airline industry, which may limit generalizability. Future research should apply these methodologies across various sectors to enhance a broader applicability. Practical implications: The analytical framework offered here equips businesses with the robust tools for a more rigorous and nuanced evaluation of service quality metrics, supporting informed strategic decision-making. Social implications: By applying advanced analytics to refine service metrics, businesses can better meet and exceed customer expectations, ultimately elevating the societal standard of service delivery. Originality/value: This study contributes to the ongoing discourse on artificial intelligence interpretability in business analytics, presenting an innovative methodological guide for applying PLS-SEM and/or XAI in service marketing research. This approach delivers actionable insights, not only in the airline sector but also across diverse business domains seeking to optimize service quality.
Link: http://dx.doi.org/10.1108/JSM-10-2023-0377 [Google]
Ehsani, F. and M. Hosseini (2025): Customer churn analysis using feature optimization methods and tree-based classifiers, Journal of Services Marketing, 39(4259), pp.20-35
Purpose: As internet banking service marketing platforms continue to advance, customers exhibit distinct behaviors. Given the extensive array of options and minimal barriers to switching to competitors, the concept of customer churn behavior has emerged as a subject of considerable debate. This study aims to delineate the scope of feature optimization methods for elucidating customer churn behavior within the context of internet banking service marketing. To achieve this goal, the author aims to predict the attrition and migration of customers who use internet banking services using tree-based classifiers. Design/methodology/approach: The author used various feature optimization methods in tree-based classifiers to predict customer churn behavior using transaction data from customers who use internet banking services. First, the authors conducted feature reduction to eliminate ineffective features and project the data set onto a lower-dimensional space. Next, the author used Recursive Feature Elimination with Cross-Validation (RFECV) to extract the most practical features. Then, the author applied feature importance to assign a score to each input feature. Following this, the author selected C5.0 Decision Tree, Random Forest, XGBoost, AdaBoost, CatBoost and LightGBM as the six tree-based classifier structures. Findings: This study acclaimed that transaction data is a reliable resource for elucidating customer churn behavior within the context of internet banking service marketing. Experimental findings highlight the operational benefits and enhanced customer retention afforded by implementing feature optimization and leveraging a variety of tree-based classifiers. The results indicate the significance of feature reduction, feature selection and feature importance as the three feature optimization methods in comprehending customer churn prediction. This study demonstrated that feature optimization can improve this prediction by increasing the accuracy and precision of tree-based classifiers and decreasing their error rates. Originality/value: This research aims to enhance the understanding of customer behavior on internet banking service platforms by predicting churn intentions. This study demonstrates how feature optimization methods influence customer churn prediction performance. This approach included feature reduction, feature selection and assessing feature importance to optimize transaction data analysis. Additionally, the author performed feature optimization within tree-based classifiers to improve performance. The novelty of this approach lies in combining feature optimization methods with tree-based classifiers to effectively capture and articulate customer churn experience in internet banking service marketing.
Link: http://dx.doi.org/10.1108/JSM-04-2024-0156 [Google]
Chen, H. and X. Zhou (2025): Understanding the influence of ride-sharing value on consumers’ continuance intention, Journal of Services Marketing, 39(4260), pp.95-111
Purpose: This study aims to understand the mechanism by which the value of ride-sharing services influences consumers’ continuance intention. Design/methodology/approach: The authors collected data from 484 Chinese ride-sharing respondents and analyzed them using partial least squares structural equation modeling. Findings: The results show that hedonic value, social connection value and environmental value positively affect consumers’ cognitive fit and emotional fit, while utilitarian value has no significant effect on either cognitive fit or emotional fit. In addition, both cognitive fit and emotional fit significantly affect consumers’ satisfaction and continuance intention. Furthermore, satisfaction mediates the effects of cognitive and emotional fit on continuance intention. Practical implications: Ride-sharing practitioners should have a clear understanding of all the value dimensions of ride-sharing services, which would subsequently increase customers’ continuance intention. Originality/value: This study defines and divides the dimensions of ride-sharing value and demonstrates the significant impact of environmental value on the sustainability of ride-sharing services. This study extends fit theory by dividing it into two dimensions.
Link: http://dx.doi.org/10.1108/JSM-03-2024-0114 [Google]
Bickley, S. J., H. F. Chan, B. Dao, B. Torgler, S. Tran and A. Zimbatu (2025): Comparing human and synthetic data in service research: using augmented language models to study service failures and recoveries, Journal of Services Marketing, 39(4261), pp.36-52
Purpose: This study aims to explore Augmented Language Models (ALMs) for synthetic data generation in services marketing and research. It evaluates ALMs’ potential in mirroring human responses and behaviors in service scenarios through comparative analysis with five empirical studies. Design/methodology/approach: The study uses ALM-based agents to conduct a comparative analysis, leveraging SurveyLM (Bickley et al., 2023) to generate synthetic responses to the scenario-based experiment in Söderlund and Oikarinen (2018) and four more recent studies from the Journal of Services Marketing. The main focus was to assess the alignment of ALM responses with original study manipulations and hypotheses. Findings: Overall, our comparative analysis reveals both strengths and limitations of using synthetic agents to mimic human-based participants in services research. Specifically, the model struggled with scenarios requiring high levels of visual context, such as those involving images or physical settings, as in the Dootson et al. (2023) and Srivastava et al. (2022) studies. Conversely, studies like Tariq et al. (2023) showed better alignment, highlighting the model’s effectiveness in more textually driven scenarios. Originality/value: To the best of the authors’ knowledge, this research is among the first to systematically use ALMs in services marketing, providing new methods and insights for using synthetic data in service research. It underscores the challenges and potential of interpreting ALM versus human responses, marking a significant step in exploring AI capabilities in empirical research.
Link: http://dx.doi.org/10.1108/JSM-11-2023-0441 [Google]
Bhalla, S. and P. Kansal (2025): Do we need harsh punishment? The effect of coercive power in collaborative consumption services, Journal of Services Marketing, 39(4262), pp.112-137
Purpose: The study aims to investigate factors impacting consumers’ intention to adopt collaborative consumption (CC, hereafter) services. It extends the existing knowledge of CC services by testing and validating the moderating role of coercive power and the mediating role of attitude. Design/methodology/approach: Applying random sampling, the data was collected through the mall intercept method across four cities in India and was analyzed using partial least square-structural equation modeling and artificial neural network to test the proposed hypotheses. A follow-up qualitative study consisting of 15 in-depth structured interviews helped validate the results of the quantitative research. Findings: Results of the conducted survey revealed that a sense of community, reason-based trust and enjoyment positively impact consumers’ attitudes toward CC services. Attitude positively impacts intention and shows a partial mediating influence on the relationship between motivations and intentions. Furthermore, the results revealed the moderation of the perceived coercive power of the service provider. The results of the follow-up qualitative study validated the results of the quantitative research. Practical implications: Managers of CC firms must understand the relative importance of intrinsic and extrinsic motivations in formulating the attitudes of consumers and intentions toward CC services. CC managers should acknowledge the influence of the consumer’s perceived coercive power of service providers and consumer’s reason-based trust. Originality/value: To the best of the authors knowledge, the current research is the first of its kind. It has justifiably and logically applied self-determination theory and a slippery slope framework in a single context. By testing the moderating impact of coercive power, the research extends the existing literature on CC and the applicability of coercive power in CC. The present study extends the knowledge regarding the consumer’s perception of reason-based trust and the perceived coercive power of service providers in CC.
Link: http://dx.doi.org/10.1108/JSM-02-2024-0093 [Google]
Zhu, Z., X. Zhao, M. Shan and H. Chen (2025): The effect of language style in online reviews on consumers’ word-of-mouth recommendations, Journal of Service Management, 36(4294), pp.75-99
Purpose: Language styles of online reviews are becoming increasingly important in consumers’ purchase decisions. However, there are inconsistencies in research on the effects of literal and figurative language styles in online reviews on service consumption. Drawing upon construal level theory, this research explores the effects of literal and figurative online reviews on consumers’ word-of-mouth recommendations and their internal mechanisms in the context of service consumption. In addition, this research identifies service types (experience vs credence services) as boundary conditions under which online review language styles play a role. Design/methodology/approach: Three studies are designed to verify the effect of language style in online reviews on consumer word-of-mouth recommendations. Study 1 (N = 195) tests the interaction between construal level and (literal vs figurative) language style on consumers’ word-of-mouth recommendations. Study 2 (N = 191) identifies the depth of information processing as an underlying mechanism. Study 3 (N = 466) examines the boundary condition due to service type. The main methods used are independent sample t-test, ANOVA and bootstrapping. Findings: The results illustrate that (1) consumers at different construal levels prefer online reviews with different language styles, and this can influence their word-of-mouth recommendations: consumers with a low construal level prefer online reviews with a literal language style, while those with a high construal level prefer online reviews with a figurative language style; (2) the depth of information processing plays a mediating role in the above interaction effect and (3) service type serves as a boundary condition such that the preference for literal (vs figurative) language style among low- (vs high-) construal-level consumers holds only for experience services; for credence services, online reviews with a literal language style enhance word-of-mouth recommendations, regardless of consumers’ construal level. The findings shed light on the drivers of word-of-mouth recommendations and provide insights to promote more effective word-of-mouth recommendations. Originality/value: Drawing upon the construal level theory, this research explores the factors that influence online review language styles on consumer word-of-mouth recommendations and their underlying mechanisms and discusses the moderating effects of different service types (i.e. experience services and trust services). It not only sheds light on the contradictions in the previous literature but also provides new insights for academics and business managers to deepen their understanding of facilitating word-of-mouth recommendations.
Link: http://dx.doi.org/10.1108/JOSM-06-2024-0265 [Google]
van Riel, A. C. R., F. Tabatabaei, X. Yang, E. Maslowska, V. Palanichamy, D. Clark and M. Luongo (2025): A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration, Journal of Service Management, 36(4295), pp.27-49
Purpose: Capable service employees are increasingly scarce and costly. Many organizations opt to partially replace, support or augment human employees with AI systems. This study builds a framework to help managers map and understand the challenges of crafting a service climate that fosters synergies between AI and human employees, where customers require value-added, personalized and excellent service. Design/methodology/approach: This conceptual article identifies barriers and facilitators of building a service climate for organizations using both human and AI-based employees through an eclectic review of relevant literature. Findings: A conceptual framework is built, and a future research agenda is brought forth. Research limitations/implications: By identifying barriers and facilitators for AI–human synergies in service settings, this article clarifies how AI can be made to complement human employees, especially in delivering personalized, value-added services, while also highlighting knowledge gaps. Practical implications: This study provides a practical framework for integrating AI into the workforce. It offers insights into addressing challenges in creating a service climate that combines human and AI capabilities to maintain service excellence. Identifying key barriers and facilitators, the framework guides managers to improve efficiency and customer satisfaction in a rapidly changing service landscape. Social implications: This research offers insights on incorporating AI to address labor shortages while maintaining high-quality, personalized service. It provides a pathway to improving service experiences, especially in sectors facing staffing challenges from an aging population. Originality/value: This research builds on Bowen and Schneider’s (2014) seminal service climate framework to account for a mix of human and AI-based employees.
Link: http://dx.doi.org/10.1108/JOSM-05-2024-0220 [Google]
Nizette, F., W. Hammedi, A. C. R. van Riel and N. Steils (2025): Why should I trust you? Influence of explanation design on consumer behavior in AI-based services, Journal of Service Management, 36(4296), pp.50-74
Purpose: This study explores how the format of explanations used in artificial intelligence (AI)-based services affects consumer behavior, specifically the effects of explanation detail (low vs high) and consumer control (automatic vs on demand) on trust and acceptance. The aim is to provide service providers with insights into how to optimize the format of explanations to enhance consumer evaluations of AI-based services. Design/methodology/approach: Drawing on the literature on explainable AI (XAI) and information overload theory, a conceptual model is developed. To empirically test the conceptual model, two between-subjects experiments were conducted wherein the level of detail and level of control were manipulated, taking AI-based recommendations as a use case. The data were analyzed via partial least squares (PLS) regressions. Findings: The results reveal significant positive correlations between level of detail and perceived understanding and between level of detail and perceived assurance. The level of control negatively moderates the relationship between the level of detail and perceived understanding. Further analyses revealed that the perceived competence and perceived integrity of AI systems positively and significantly influence the acceptance and purchase intentions of AI-based services. Practical implications: This research offers service providers key insights into how tailored explanations and maintaining a balance between detail and control build consumer trust and enhance AI-based service outcomes. Originality/value: This article elucidates the nuanced interplay between the level of detail and control over explanations for non-expert consumers in high-credence service sectors. The findings offer insights into the design of more consumer-centric explanations to increase the acceptance of AI-based services.
Link: http://dx.doi.org/10.1108/JOSM-05-2024-0223 [Google]
Mirza, J., Y. Grégoire, C. Ranaweera and C. M. Nguyen (2025): Boundary-breaking opportunities in service failure and recovery, Journal of Service Management, 36(4297), pp.100-132
Purpose: The service failure and recovery (SFR) research field has reached its maturity stage and is now at a critical juncture. There are growing calls for fresh perspectives and innovative approaches in SFR research to ensure its continued relevance and growth. The purpose of this paper is to identify boundary-breaking opportunities in SFR research by fundamentally challenging some of the central assumptions of the field. Design/methodology/approach: This paper employs a unique “review of reviews” methodology to synthesise findings from 19 prior SFR reviews, complemented by an in-depth analysis of 116 primary articles published in the past five years. Findings: This paper makes several contributions. First, it identifies and critically evaluates the central underlying assumptions of SFR, highlighting their inherent limitations in light of emerging conceptual and substantive developments. Second, it offers alternative perspectives that reframe these assumptions and open up new avenues for research. Third, within each alternative perspective, we propose specific research ideas that can benefit from further exploration. To develop the ideas, we build on recent conflicts and negative events in the marketplace. Our review of reviews approach also enables us to track how frequently such ideas have been proposed in prior reviews. Finally, the paper briefly discusses some methodological considerations for conducting more impactful research. Originality/value: This paper leverages insights from prior SFR literature reviews and recent research and steeps into real-world marketing issues to challenge the central assumptions of the field and recommend future research avenues.
Link: http://dx.doi.org/10.1108/JOSM-12-2023-0533 [Google]
Kies, A., A. De Keyser, S. Jaramillo, J. Li, Y. Tang and I. Ud Din (2025): Wired for work: brain-computer interfaces’ impact on frontline employees’ well-being, Journal of Service Management, 36(4298), pp.1-26
Purpose: Neurotechnologies such as brain-computer interfaces (BCIs) are rapidly moving out of laboratories and onto frontline employees’ (FLEs) heads. BCIs offer thought-controlled device operation and real-time adjustment of work tasks based on employees’ mental states, balancing the potential for optimal well-being with the risk of exploitative employee treatment. Despite its profound implications, a considerable gap exists in understanding how BCIs affect FLEs. This article’s purpose is to investigate BCIs’ impact on FLEs’ well-being. Design/methodology/approach: This article uses a conceptual approach to synthesize interdisciplinary research from service marketing, neurotechnology and well-being. Findings: This article highlights the expected impact from BCIs on the work environment and conceptualizes what BCIs entail for the service sector and the different BCI types that may be discerned. Second, a conceptual framework is introduced to explicate BCIs’ impact on FLEs’ well-being, identifying two mediating factors (i.e. BCI as a stressor versus BCI as a resource) and three categories of moderating factors that influence this relationship. Third, this article identifies areas for future research on this important topic. Practical implications: Service firms can benefit from integrating BCIs to enhance efficiency and foster a healthy work environment. This article provides managers with an overview of BCI technology and key implementation considerations. Originality/value: This article pioneers a systematic examination of BCIs as workplace technology, investigating their influence on FLEs’ well-being.
Link: http://dx.doi.org/10.1108/JOSM-03-2024-0098 [Google]
Waqas, M., A. H. Tahir, H. Tariq and A. R. Khan (2025): Leading for a greener tomorrow: how and when green transformational leadership fosters green innovative service behavior, Journal of Service Theory and Practice, 35(4263), pp.263-287
Purpose We investigate how green transformational leadership (GTL) influences green innovative service behavior (GISB), particularly in the hospitality sector, which faces significant environmental challenges. Drawing from social identity theory (SIT), we introduce green organizational identity (GOI) as a mediating mechanism through which GTL fosters GISB. Furthermore, we propose a moderated mediation model whereby a green knowledge-sharing climate (GKSC) serves as a first-stage moderator to further understand how and when GTL fosters GISB through GOI. Design/methodology/approach We employed a multi-study design (i.e. two independent studies across China) to test the hypothesized relationships. Study 1 involved full-time employees from the service industry in China, including healthcare, telecommunication, and insurance sectors (N = 313). Study 2 employed a time-lagged dyadic design, collecting responses from employees and their managers at three different time points in the hospitality sector (N = 419). Findings In Study 1, the simple mediation results demonstrate that GTL positively influences GISB through the mediating role of GOI. Moreover, in Study 2, the moderating effect of GKSC was supported, showing that in organizations with strong green knowledge-sharing climate, the indirect effect of GTL on GISB via GOI is amplified. Originality/value In our work, we address a critical gap in the literature by identifying both the mechanisms and contextual factors that explain how GTL influences GISB. By introducing GOI as a mediator and GKSC as a first-stage moderator, the study advances understanding of how leadership, organizational identity, and a green-supportive climate interact to promote eco-friendly innovation in service organizations. This contributes both theoretically and practically to the development of effective strategies for advancing green initiatives in the service sector.
Link: http://dx.doi.org/10.1108/JSTP-06-2024-0182 [Google]
Shi, Y., H. Yu, L. Gao, M. Yang and S. Song (2025): Can algorithms ignite the flame of thriving? Exploring how and when gig workers’ perceived algorithmic control leads to thriving at work, Journal of Service Theory and Practice, 35(4264), pp.89-113
Purpose With the rapid growth of the gig economy worldwide, gig workers’ perceived algorithmic control has been proven to have a crucial impact on the service performance, well-being and mental health of gig workers. However, the literature suggests that gig workers’ perceived algorithmic control may be a double-edged sword. The purpose of this research is to explore how the perceived algorithmic control of gig workers can accelerate thriving at work. Design/methodology/approach Based on the model of proactive motivation and work design literature, a three-wave survey was employed, yielding 281 completed responses. The structural equation modeling method was used to test the theoretical hypothesis. Findings The results indicate that gig workers’ perceived algorithmic control has positive and indirect effects on thriving at work through the mediating role of job crafting. In addition, job autonomy can moderate the mediated relationship; specifically, when job autonomy is high, this mediated relationship will be stronger. Practical implications The health and well-being of gig workers is a concern around the world. The findings provide insights for service platform enterprises and gig workers. Originality/value Perceived algorithmic control is critical to mental health and positive work experiences during a gig worker’s service process. However, the current literature focuses more on the negative aspects of algorithmic control. This paper provides a comprehensive research agenda for how to accelerate thriving at work for gig workers.
Link: http://dx.doi.org/10.1108/JSTP-11-2023-0297 [Google]
Shagirbasha, S., K. Madhan, J. Iqbal and H. Khan (2025): Service before self: exploring resilience and locus of control in the frontline service effort behavior, Journal of Service Theory and Practice, 35(4265), pp.1-30
Purpose Drawing on the conservation of resource (COR) theory, this study examines the direct relationships between customer incivility and service effort behavior with psychological resilience mediating this association. Furthermore, the study also explores the moderated-mediation effect of internal locus of control. Design/methodology/approach Two studies were carried out, employing a time-lagged approach. In study 1, data were collected from 422 frontline service employees in the hospitality sector. This was followed by Study 2 in which data were collected from 530 frontline service employees in banking and retail industries. The data were analyzed using SPSS PROCESS macros and AMOS. Findings The results specified that customer incivility negatively influences service effort behavior among frontline service employees. Moreover, it was also found that psychological resilience mediated the negative association between customer incivility and service effort behavior. Finally, the results show that the moderated-mediation effect of internal locus of control was also supported. Originality/value The study is an attempt to broaden the frontier of customer incivility and highlight how it affects service effort behavior. The findings also highlight the mediating role of psychological resilience between customer incivility and service effort behavior. Moreover, this study makes an enriching contribution by exploring the moderating role of internal locus of control. To the best of our knowledge, such associations remain outside the purview of previous examinations.
Link: http://dx.doi.org/10.1108/JSTP-03-2024-0078 [Google]
Sehgal, N., G. Malhotra and V. Jham (2025): Does technology readiness matter? Investigating employee psychological well-being through the lens of social robot anthropomorphism, Journal of Service Theory and Practice, 35(4266), pp.138-164
Purpose Social robot anthropomorphism is widely recognized for performing crucial tasks in supporting the service industry and enhancing the employee experience. This study elucidates how social anthropomorphic robots can influence the psychological well-being of employees in the hotel industry. The study further examines the impact of social robot warmth, psychological ownership and technology readiness in the above relationship. Design/methodology/approach The research utilized an online survey questionnaire for data collection and analysis. Data were collected from Indian hotel employees (N = 275). Structural equation modeling was applied to validate the conceptual model. The study examines the results using AMOS v25 and the SPSS PROCESS Macro. Findings The study empirically finds that social robot anthropomorphism positively impacts the psychological well-being of hotel employees. Further, it substantiates that despite low technology readiness, social robot anthropomorphism enhances psychological well-being through psychological ownership. Additionally, anthropomorphizing social robots emits warmth, which enhances employees’ psychological well-being in the hotel industry. Originality/value These empirical results and theory suggest a novel dimension of anthropomorphism in social robot interactions, significantly impacting the employees’ psychological well-being. A moderated mediation relationship is established, which confirms social robot warmth and psychological ownership as mediators and technology readiness as a moderator of the social robot anthropomorphism and employee psychological well-being relationship. The results validate the conceptual model of research that is grounded in the theory of psychological ownership and the realism maximization theory.
Link: http://dx.doi.org/10.1108/JSTP-02-2024-0047 [Google]
Saragih, H. S. (2025): Service language and small talk: differentiating genuine from mundane in B2B contexts, Journal of Service Theory and Practice, 35(4267), pp.31-55
Purpose This study examines the role of genuine small talk in business-to-business (B2B) communication through the lens of service language. By exploring and distinguishing genuine and mundane small talk, the research elucidates the impact of sincere, empathetic interactions on value co-creation and relational dynamics within the B2B contexts. Design/methodology/approach Employing an abductive qualitative research strategy, we conducted semi-structured interviews with 25 B2B professionals from Australian and Indonesian multinational corporations. Data analysis involved descriptive coding and thematic analysis, supplemented by network view strategies to visualize interrelations within the dataset. Findings The study finds that genuine small talk, characterized by sincere and contextually relevant exchanges, enhances relational enrichment, customer satisfaction and long-term loyalty in B2B interactions. Participants highlighted the importance of empathetic communication and personalized conversations in building trust and rapport. Conversely, mundane small talk, marked by superficiality, was found to erode trust and diminish the quality of client relationships. These insights underscore the critical importance of integrating genuine small talk into communication strategies to foster enduring business relationships and enhance overall service effectiveness. Originality/value This study contributes to the service literature by exploring the notion of genuine and mundane small talk in B2B communication, grounding them in service language perspective. It provides novel insights into the verbal and non-verbal elements of genuine small talk, offering practical implications for enhancing B2B negotiation strategies.
Link: http://dx.doi.org/10.1108/JSTP-03-2024-0084 [Google]
Muñiz-Martínez, N. (2025): Extending actor engagement: human–environmental engagement in multilevel socioecological systems, Journal of Service Theory and Practice, 35(4268), pp.220-244
Purpose This research aims to demonstrate the extension of actor engagement to include human–environmental engagement within broader socioecological systems. Design/methodology/approach This work takes the perspective of Neo-animist Ontology which posits that since non-human biotic entities act as ecological and cultural resource integrators they should be considered as actors. In addition, the present article uses the concept of Nature’s Contributions to People, here renamed Nature’s Contributions to Humans (NCHs) to demonstrate the complex cognitive, emotional and behavioral dimensions of human–environmental interaction. The work also draws on existing concepts of actor engagement within multilevel socioecological systems. Findings This study offers a conceptual framework within which to understand how the complex interactions between humans and natural entities produce human–environmental engagement. It also provides evidence for three forms of human–environmental engagement, that is, purposeful involvement between humans and nature (natural ecosystems and non-human bioactors) with cognitive, emotional and behavioral dimensions. These engagement types have been termed: Nature–human regulating engagement; Nature–human material and cultural engagement; and Mindful engagement with nature. As this work shows, they arise due to human–environmental interactions involving the three forms of NCHs (regulating, material and non-material) and sustainable practices through which the environment and humans exert mutual influence upon one another. Additionally, this work identifies key focal actors and the novel, creative practices they implement to re-shape inter-industrial service ecosystems so demonstrating many-to-many A2A interactions within a socioecological system. Research limitations/implications Future areas of research include in-depth investigation of the psychological (emotional-sensorial) processes of human engagement with nature and examination of the perspectives of non-human bioactors in human-initiated engagement with nature. Originality/value This study takes our understanding of engagement beyond its current focus on human-centric service ecosystems to include human–environmental engagement in socioecological systems. This involves the novel extension of the concept of an actor to include non-human biological agents involved in the provision of NCHs and enables an examination of how these so-called bioactors interact—directly or indirectly—with human actors. A further innovation here is the simultaneous zooming in and zooming out on actor engagement to gain a truly multilevel perspective.
Link: http://dx.doi.org/10.1108/JSTP-02-2023-0052 [Google]
Modliński, A. and R. K. Trump (2025): The impact of speciesism on customers’ acceptance of service automation, Journal of Service Theory and Practice, 35(4269), pp.245-262
Purpose The marketplace is becoming increasingly automated, with consumers frequently expected to interact with machines. Not all consumers are receptive to this trend. We examine how the individual difference of speciesism impacts consumer reactions to automation in the marketplace. Design/methodology/approach We conducted three studies, including an exploratory correlational survey and two two-factor studies. Findings Study 1 provides survey evidence of a positive relationship between one’s level of speciesism and their belief that customer service automation is justified. Study 2 finds that speciesists have more favorable attitudes toward brands using automated (vs human) customer service. Study 3 finds that the more speciesists perceive that tasks they are required to perform at their own work are illegitimate (i.e. unreasonable), the more favorable their reactions to automation, which provides support for our theorizing that speciesists appreciate automation’s ability to relieve humans of such work tasks. Practical implications We recommend that marketers target speciesists as early adopters of chatbots. Further, brands targeting customers likely to be high on speciesism can benefit from adopting chatbots for routine tasks, as this can improve this segment’s brand attitudes. Originality/value This research identifies that speciesists, people who strongly ascribe to the belief that humans are superior to other species, are particularly receptive to automation in customer service (in the form of chatbots). We provide evidence suggesting that speciesists appreciate that automation relieves their fellow humans of automatable tasks.
Link: http://dx.doi.org/10.1108/JSTP-06-2024-0200 [Google]
Matos, M. A. d., L. Patrício and J. G. Teixeira (2025): The dual role of customer-citizen engagement for sustainability, Journal of Service Theory and Practice, 35(4270), pp.196-219
Purpose Citizen engagement plays a crucial role in transitioning to sustainable service ecosystems. While customer engagement has been extensively studied in service research, citizen engagement has received significantly less attention. By synthesizing customer and citizen engagement literatures, this study develops an integrated framework to conceptually clarify the dual role of customer-citizen engagement for sustainability. Design/methodology/approach This study builds on a systematic literature review of customer engagement literature in service research and citizen engagement literature. Following a theory synthesis approach, we qualitatively analyzed 126 articles to develop an integrated conceptual framework of customer-citizen engagement for sustainability through a process of abductive reasoning. Findings The analysis showed that customer engagement and citizen engagement literatures have developed mostly separately but provide complementary views. While the customer engagement literature has traditionally focused on business-related facets, such as engagement with brands, the citizen perspective broadens the engagement scope to other citizens, communities and society in general. The integrated framework highlights the interplay between citizen and customer roles and the impact of their relationships with multiple objects on sustainability. Originality/value This integrated framework contributes to advancing our understanding of customer-citizen engagement, broadening the scope of subject-object engagement by examining the interplay between these roles in how they engage for sustainability and moving beyond the traditional dyadic perspective to a multi-level perspective of service ecosystems. This framework also enables the development of a set of research directions to advance the understanding of engagement in sustainable service ecosystems.
Link: http://dx.doi.org/10.1108/JSTP-04-2023-0124 [Google]
Khan, M. I., J. K. Fatima, S. Bahmannia, S. K. Chatrath, N. F. Dale and R. Johns (2025): Investigating the influence of perceived humanization of service encounters on value creation of chatbot-assisted services, Journal of Service Theory and Practice, 35(4271), pp.56-88
Purpose While prior research has examined customer acceptance of humanized chatbots, the mechanisms through which they influence customer value creation remain unclear. This study aims to investigate the emerging concept of Perceived Humanization (PH), examining how hedonic motivation, social influence and anthropomorphism influence value creation through the serial mediation of PH and trust. The moderating roles of rapport and social presence are also explored. Design/methodology/approach Based on data from an online survey involving 257 respondents, this study employs Partial Least Squares Structural Equation Modeling utilizing SmartPLS3 software. Findings Hedonic motivation leads to value creation via two routes: PH and affective trust; and PH and cognitive trust. Social influence and anthropomorphism also positively impact value creation through similar pathways. Rapport moderates the impact of social influence on PH, while social presence moderates the relationship between PH and both affective and cognitive trust. A cross-cultural analysis of China, India and New Zealand highlights varying cultural dimensions influencing PH and its effects on value creation. Practical implications For practitioners in the tourism industry, the findings highlight the strategic importance of enhancing PH in chatbot interactions. By understanding and optimizing these elements, businesses can significantly improve their customer value-creation process. Originality/value This study contributes to the service marketing literature by generating a comprehensive framework for the comprehension and application of PH. Its cross-cultural perspective provides rich insights, offering valuable information for service marketers aiming to thrive in the dynamic and competitive tourism industry.
Link: http://dx.doi.org/10.1108/JSTP-10-2023-0282 [Google]
Han, H., N. G. Baah, S. Kim, X. Chi and I. Jung (2025): Environmentally responsible behaviors in hospitality and tourism service employees: an application of complexity theory, Journal of Service Theory and Practice, 35(4272), pp.114-137
Purpose Hospitality and tourism businesses often face environmental criticism as they rely heavily on natural resources to operate. Therefore, as a recent trend, hospitality companies are trying to adopt an environmentally friendly approach. Thus, this study sought to investigate the determinants of employee intention to engage in environmentally responsible actions in the workplace, drawing on the theory of planned behavior (TPB) and the value-belief norm (VBN) theory. Design/methodology/approach This study employed the fuzzy-set qualitative comparative analysis (fsQCA) to discover sufficient configurations for predicting employees’ intentions. Findings The result has provided recipes with an efficient combination of factors that can influence employees’ intention to undertake environmentally responsible behaviors. Originality/value This study contributes to the body of knowledge regarding sustainable behavior among employees and sustainability in the travel and hospitality sector. The findings of this research also provide managers and operators of sustainable hospitality businesses with guidance on how to enhance their staff members’ environmentally friendly behaviors at work.
Link: http://dx.doi.org/10.1108/JSTP-02-2024-0042 [Google]
Gong, T. (2025): The effect of service robots on employees’ customer service performance and service-oriented organizational citizenship behavior, Journal of Service Theory and Practice, 35(4273), pp.319-347
Purpose This paper aims to explore the effect of service robots on employees’ customer service performance and service-oriented organizational citizenship behavior through psychological need satisfaction and role stress. Moreover, this paper examines the moderating role of service robots’ autonomy. Design/methodology/approach Data collected from managers and employees at hotels in South Korea were used to test the aforementioned association. In this paper, partial least squares structural equation modeling was performed to test the hypotheses. Findings Service robots enhance service employee performance through employees’ psychological need satisfaction, which can decrease service employee performance through role stress. As hypothesized, service robots’ autonomy is the moderator on these associations. Practical implications This study shows that using service robots does not always lead to positive employee performance. Therefore, managers should find ways to mitigate the role stress and enhance perceived robot autonomy. Originality/value This study offers a balanced perspective of the personal benefits and costs of the use of service robots by developing a dual-path model that unpacks the energizing and draining mechanisms underlying the double-edged effects of working with service robots on employees’ psychological strain and employees’ psychological needs.
Link: http://dx.doi.org/10.1108/JSTP-04-2024-0104 [Google]
Busser, J. A., L. V. Shulga and J. Yedlin (2025): Factors influencing service employee well-being: a test of the PERMA framework, Journal of Service Theory and Practice, 35(4274), pp.288-318
Purpose This study aims to investigate the factors influencing service employee work and personal well-being affecting their intention to leave the organization. This research explored the effects of service climate, resilience and workplace well-being (WWB) on service employee perceptions of subjective well-being and turnover intention. PERMA framework of individual flourishing and well-being (Seligman, 2011) was used to measure employee WWB and reflected their positive emotions, engagement, relationships, meaning and accomplishment. Design/methodology/approach Service employees (n = 250) completed an online self-administered survey. partial least squares structural equation (PLS-SEM) modeling and multi-group analysis (PLS-MGA) were utilized to test how gender differences influenced personal and organizational factors, and their impacts on PERMA dimensions and outcomes. Findings Results revealed a significant effect of service climate and resilience on PERMA. Only service employee work-meaning positively influenced SWB and negatively turnover intention. Examining each dimension of employee engagement showed similar impacts of service climate and resilience for both men and women, while absorption increased turnover intention for men. Originality/value To the best of the authors’ knowledge, this study is one of the first to test the PERMA framework as service employee WWB. The study advances the employee well-being line of research by exploring the impacts of service climate and resilience on PERMA dimensions. The PERMA framework was extended to examine three sub-dimensions of employee engagement as unique PERMA dimensions. This study advances the limited knowledge of how work and personal factors affect service employees’ work and subjective well-being from a gender perspective.
Link: http://dx.doi.org/10.1108/JSTP-01-2024-0021 [Google]
Azmat, F., A. S. Ferdous, F. Wali, M. B. Muttakin and M. Z. Haque (2025): Does actors’ engagement with capacity-building training programs enable delivery of SDG-aligned public services? The case of senior public officials, Journal of Service Theory and Practice, 35(4275), pp.171-195
Purpose This study examines whether engagement with Sustainable Development Goal (SDG)-focused specialized training programs enable senior public officials (focal actor) to collectively deliver on public services that have a transformational societal impact over time. Further, the study explores the factors that impede and facilitate the delivery of such services. The authors do so by using service mechanics theorization and drawing on the lens of actor and collective engagement. Design/methodology/approach This study undertakes a longitudinal exploratory qualitative study design. SDG-focused training programs were delivered, as interventions, for two cohorts of senior public officials from Bangladesh in an Australian University in 2017 and 2019. In-depth interviews were conducted upon the training’s completion and then after 8- and 12-month intervals to assess the short- and long-term impact respectively. Findings An empirical framework is proposed from the study findings. It shows that engagement – cognitive, emotional and behavioral – with SDG-focused specialized training programs enables focal actors (i.e. senior public officials) to engage other actors (other public officials, community members) in networks, facilitated the delivery of SDG-aligned public services. Such engagement results in a transformative impact that spans micro (individual), meso (organizational) and macro (societal) levels over time. Factors that impede and facilitate SDG-aligned delivery of public services are also identified. Research limitations/implications Theoretically, the authors contribute to the literature that relates to actor and collective engagement, SDG-focused capacity-building training programs and service mechanics. Practically, this study informs organizations about the ways that they can effectively engage their senior employees with capacity-building training programs that focus on sustainability. Originality/value This study is one of the few that connects the interface between public service delivery for enacting societal changes and SDG-focused capacity-building training programs through service mechanics theorization and using the lens of actor and collective engagement.
Link: http://dx.doi.org/10.1108/JSTP-03-2023-0103 [Google]
Zulfiqar, S., T. Garavan, C. Huo, M. W. Akhtar and B. Sarwar (2025): Leaders’ knowledge hiding and front-line employee service sabotage, Service Industries Journal, 45(4224), pp.161-179
Purpose: Utilizing social learning theory, this paper investigates a theoretical model that links knowledge hiding by leaders to employee service sabotage via moral disengagement (MD). It also investigates an important boundary condition by analyzing the role of leader-member exchange on both leaders’ knowledge hiding-moral disengagement (relationship) and on the overall indirect relationship between leaders’ knowledge hiding (LKH) and front-line service sabotage (SS). Utilizing a three-wave research design, data were collected using a structured questionnaire from 265 employees working in the service sector. The results reveal strong support for the proposed moderated mediation model. Leaders’ knowledge hiding is a strong significant predictor of employees’ service sabotage directly and via moral disengagement. We found that leader-member exchange accentuated the association between leaders’ knowledge hiding and moral disengagement in addition to accentuating the mediated relationship. The study enhances our understanding of the consequences of leaders’ knowledge hiding for service and, in particular, service sabotage. The study is one of the few to investigate leader as opposed to employee knowledge hiding in service organizations. The findings highlight that service organizations need to take proactive stems to minimize the hiding of knowledge by leaders because of its determinant consequences for service sabotage. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2180499 [Google]
Zhu, Q. and K. Cheng (2025): The work–family spillover and crossover effects of negative workplace gossip, Service Industries Journal, 45(4225), pp.407-425
Building on ego depletion theory and crossover theory, we investigated how negative workplace gossip damages the target and has implications for the target’s spouse. We examined whether this occurs through the linking mechanisms of personal resources, specifically the target’s ego depletion. Using time-lagged data with a sample of 230 matched frontline employees and their spouses from a service company in China, we found that the resource drain of negative workplace gossip had a spillover effect through ego depletion at work to increase the employee’s work–family conflict. Furthermore, it crossed over to the spouse due to the employee undermining the family. We found that perceived organizational support plays a crucial role in buffering the adverse effects of negative workplace gossip in both work and family domains. Finally, we discussed the implications for research and practice. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2247341 [Google]
Zhang, S., M. Mahemuti, J. Tang, X. Han and X. Li (2025): Avatars at the forefront: how collaboration types influence purchase intention, Service Industries Journal, (4226), pp.1-35
Avatar staff are becoming increasingly pervasive in the online service industry. However, the contribution of collaboration between avatar staff and other service providers in influencing consumer purchasing decisions has received minimal focus. This study addresses this gap by employing a comprehensive experimental framework. Grounded in the means-end chain theory, we explore three types of avatar-involved service provider collaborations (human and avatar, artificial intelligence and avatar, and avatar and avatar) and two communication styles (task-oriented vs. social-oriented), assessing their combined impacts on consumer purchase intention. This study reveals considerable differences in source credibility (i.e. attractiveness, expertise, and trustworthiness) across various service provider collaborations, which, in turn, considerably affect purchase intention. Meanwhile, social-oriented communication moderates the contrasts in source credibility and purchase intention compared to task-oriented communication style, offering vital strategies for successfully integrating avatar employees into service provider collaborations. (English)
Link: http://dx.doi.org/10.1080/02642069.2025.2458213 [Google]
Yang, J., T. Yu, J. Song, W. Cai and R. Teng (2025): A job demands-resources perspective on servant leadership and employee creativity, Service Industries Journal, 45(4227), pp.351-373
Based on job demands-resources theory, this study intends to investigate how and when servant leadership influences employee creativity by considering work engagement as a key mediator and two kinds of team conflict (i.e. relationship and task conflict) as moderators. Data was collected from 83 teams consisting of 466 employees from 11 banks in China. The results indicated that servant leadership is positively related to employee creativity. Moreover, this study found that work engagement partially mediates the positive relationship between servant leadership and employee creativity. Further, the results demonstrated that task conflict decrease the effect of servant leadership on work engagement. However, the moderating effect of relationship conflict is nonsignificant. Overall, the findings emphasize the value of considering the mediating role of work engagement and the moderating role of team conflict in a JD-R research model, which may further explain the association between servant leadership and employee creativity and guide future study. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2238612 [Google]
Wang, B., Y. Han, F. Xie, J. Kandampully and Q. Duan (2025): To whom does service robot anthropomorphism appeal? The roles of customer social context, power, and perceived social connectedness, Service Industries Journal, (4228), pp.1-34
While service robots have been widely used in service industries, there remains no consensus on whether service robot anthropomorphism facilitates or inhibits customer responses. This research examines how service robot anthropomorphism, customer social context, and power interactively impact customer responses from a social psychological perspective of human-robot interaction. Based on three scenario-based experiments targeting different services among Chinese and American participants, the research reveals that for involuntary solo customers, high (vs. low) robot anthropomorphism increases attitude toward service robots. For voluntary solo customers or group customers, service robot anthropomorphism makes no difference in influencing attitude. Besides, high-power customers display stronger purchase intentions for products recommended by robots with low (vs. high) anthropomorphism, while low-power customers exhibit stronger purchase intentions for products recommended by robots with high (vs. low) anthropomorphism. Such effects were explained by customers’ perceived social connectedness with service robots with varying degrees of anthropomorphism. The research sheds new light on service robot anthropomorphism and social dynamics in human-robot interaction, and offers actionable guidance for robot application in service industries. (English)
Link: http://dx.doi.org/10.1080/02642069.2025.2460597 [Google]
Tser-Yieth, C., Y. Tsai-Lien and H. Ya-Wen (2025): The influence of self-disclosure micro-celebrity endorsement on subsequent brand attachment: from an emotional connection perspective, Service Industries Journal, 45(4229), pp.228-255
This study explores the impact of micro-celebrity endorsements on brand attachment using the emotional connections of followers to the self-disclosure micro-celebrities on Instagram as mediator variables. The research involved target audiences who followed micro-celebrities on Instagram in Taiwan and employed quota sampling to distribute questionnaires on the social media platform. Four hundred eighteen valid samples were collected in the spring of 2022 and analyzed with structural equation modeling. The empirical results indicate that the main path was from homophily through relatedness need satisfaction to brand attachment (HOM→RNS→BA). Regarding relatedness need satisfaction as a mediator variable, homophily had a greater impact on brand attachment than benign envy. Moreover, this study is the first to expand the effects of emotional connection to brand attachment while showing that homophily and attractiveness positively impact brand attachment through benign envy and relatedness need satisfaction in micro-celebrity endorsements. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2209514 [Google]
Sharma, G. D., B. Taheri, R. Chopra and J. S. Parihar (2025): Relationship between climate change and tourism: an integrative review, Service Industries Journal, 45(4230), pp.426-453
The relationship between tourism and climate change has been explored and studied for a considerable amount of time. In the past quarter-century, more specialised research has emerged, and most recently, the subject of adaptation has been highlighted as an essential study requirement in tourism and climate change studies. This study offers a comprehensive literature assessment on climate change and tourism to date. We did a Boolean-based search on Scopus and got 703 records, which were then analysed bibliometrically using the bibliometrix package of R. It covers adaptation issues, the characteristics of vulnerability in a tourism setting, and the ramifications of such research for local communities. This study illustrates the difficulties associated with the interdependence of climate change and tourism by presenting the most relevant authors, countries, key terms, and research fields. In addition to descriptive insights into the field, we provide the conceptual framework (keyword analysis and thematic map). In addition to bibliometrically evaluating the publications, we closely reviewed the sample studies to gain a more comprehensive picture of the literature on climate change and tourism. Our evaluation reveals significant knowledge gaps and offers future research and policy objectives. Our study has suggested multiple research avenues for this topic. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2254714 [Google]
Satar, M. S., R. A. Rather, S. H. Parrey, H. Khan and T. Rasul (2025): Eliciting consumer-engagement and experience to foster consumer-based-brand-equity: moderation of perceived-health-beliefs, Service Industries Journal, 45(4231), pp.277-302
Although consumer-brand-engagement (CBE) and consumer-brand-experience (CBX) are identified as important research priorities, empirically based insights regarding their relationship with tourism-consumers’ resulting consumer-value cocreation (CVC), emotional-attachment and consumer-based-brand-equity (CBBE) remains scant, particularly during COVID-19 pandemic. In responding to this research gap, following Service-Dominant-Logic and Protection-Motivation-informed theories, we propose and test a model that explores the influence of CBE and CVC on CBX, which consequently effects emotional-attachment and CBBE with tourism service-brands. To explore such issues, we recruit a sample of 318 customers by using PLS-SEM. PLS-SEM-results indicate that CBE has a positive impact on CVC and CBX. Second, findings reveal CBX’s positive influence on emotional-attachment and CBBE. Third, results corroborated the CBE’s and CVC’s indirect effect on emotional-attachment and CBBE, as mediated through CBX. Finally, findings illustrated a negative moderating influence of perceived-severity and positive moderating effect of self-efficacy among projected associations. We offer significant theoretical/managerial implications that develop from this study. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2191953 [Google]
Sánchez-Robles, M., R. Puertas and D. Ribeiro-Soriano (2025): Startup initiatives in social service industries: cohousing and energy communities, Service Industries Journal, 45(4232), pp.209-227
Innovative companies turn transformative ideas into products/servicies to generate a profit, while social startups aim to build a better world by providing social benefits. With a novel focus on Spain, this study examines the development of cohousing and energy communities and the barriers to their implementation. The aim is to clarify whether these communities should be governed under the same principles as social startups, with government support to encourage their growth. The data for the study were gathered from semi-structured interviews with promoters of these initiatives. The results highlight the features that they share with social startups, as well as the need for harmonised regulations to govern their implementation. The findings also underscore the importance of educating people about the need to bring about a social transformation, which will require widespread community acceptance. Decision-makers should encourage the development of social startups to ensure the transition to a sustainable economy. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2209018 [Google]
Rasoolimanesh, S. M. and H. Olya (2025): Necessary Configuration Analysis (NConfA): a new multivariate approach, Service Industries Journal, (4233), pp.1-10
This paper introduces a new analytical method, Necessary Configuration Analysis (NConfA), which advances asymmetrical analysis by determining the necessity of configurations – combinations of factors – rather than focusing on individual conditions. While existing methods such as fuzzy-set Qualitative Comparative Analysis (fsQCA) and Necessary Condition Analysis (NCA) assess the necessity of single conditions or factors, NConfA provides deeper insights into multivariate relationships. It identifies necessary configurations crucial for achieving desired outcomes in complex social phenomena. This paper includes a step-by-step guide and an illustrative example of this technique, offering opportunities for reanalysing prior studies and expanding applications to fields such as service research and consumer behaviour. NConfA equips decision–makers to identify the necessary combinations of factors for resource-efficient outcomes. (English)
Link: http://dx.doi.org/10.1080/02642069.2025.2459264 [Google]
Peng, M. Y.-P., O. A. Golra, M. Khan, T. Garavan, Y.-S. Chang and M. Usman (2025): Unlearning in service contexts: a moderated-mediation model, Service Industries Journal, 45(4234), pp.256-276
The present study builds on social information processing theory to explicate how and when ethical leadership (EL) impacts individual unlearning in service organizations. The results from two studies – Study 1 based on time-lagged and multi-source data and Study 2 based on an experimental design – revealed that EL positively influences individual unlearning directly, as well as indirectly, via employee role breadth self-efficacy (RBSE). We also found support for the role of trait mindfulness as a boundary condition of the EL-RSBE link and the mediated relationship of EL with individual unlearning via RSBE. Our findings can help managers encourage service employees to consciously unlearn obsolete behaviors to create spaces for new behaviors. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2209930 [Google]
Park, Y.-n. and T. Gong (2025): Curvilinear relationship between customer engagement and responses to service failures, Service Industries Journal, 45(4235), pp.54-80
Drawing on the activation theory and the Exit-Voice-Loyalty-Neglect model, this study examines how the level of customer engagement affects the four different types of customer responses to a service failure in the mobile application context. In addition, we investigate the moderating role of relationship quality in those relationships. This study used data from a self-administrated online survey of 345 South Korean customers who had experienced a mobile application service failure. Partial least squares structural equation modeling was applied to our conceptual model. The results revealed a U-shape relationship between customer engagement and destructive responses (i.e. exit and neglect), as well as an inverted U-shape relationship between customer engagement and constructive responses (i.e. loyalty and voice). Furthermore, a greater relationship quality reinforces the relationship between customer engagement and responses to service failures, except for loyalty. This study addresses the inconsistent research findings of customer engagement by suggesting the curvilinear relationship between customer engagement and response to service failure. Additionally, it provides new insights for marketers or managers to develop marketing strategies to operate mobile applications efficiently. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2164273 [Google]
Ozduran, A., M. B. Saydam, K. K. Eluwole and E. U. Mertens (2025): Work-family conflict, subjective well-being, burnout, and their effects on presenteeism, Service Industries Journal, 45(4236), pp.303-329
Work arrangement and flexible work settings are becoming increasingly important in service organizations in an era ravaged by pandemic disruptions. Drawing upon the job demands-resources theory, this study examines the mediating roles of subjective well-being (SWB) and burnout in the relationship between work-family conflict (WFC) and presenteeism. The paper also examined the moderating role of work shifts in the direct relationships between WFC, SWB, burnout, and presenteeism. The data was gathered from 332 workers in Northern Cyprus hotels. The relationships were analyzed by ‘structural equation modeling’. Our research found that WFC is positively related to presenteeism. Furthermore, the intervening roles of burnout and SWB on the relationship between WFC and presenteeism were tested, and our data supported the mediated path through SWB. Still, they did not support the mediated path through burnout. Work shifts significantly moderated the positive relationship between burnout and presenteeism. Practical and theoretical implications have been discussed. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2209507 [Google]
Kim, M. and M. A. Baker (2025): From surviving to co-creating: the effects of the reshaped physical and social servicescape on customer citizenship behavior, Service Industries Journal, 45(4237), pp.1-26
The pandemic has reshaped customer perceptions of the new normal with both the physical and social service environments. Surprisingly, however, how reshaped servicescape design affects customers, especially their value co-creation behaviors, has not been studied. Drawing on value co-creation and signaling theory, this research aims to examine the comprehensive effects of the physical servicescape (signages, partitions, and spatial density) and the social servicescape (other customer misbehavior) on customer citizenship behavior and revisit intention via the mediating roles of perceived competence, perceived ethicality, and other customer trust. This study conducts two between-subjects experimental design studies with both written and pictorial manipulations in restaurant and retail store contexts to increase generalizability for services marketing. Signages and other customer misbehavior promote customer citizenship behavior through perceived competence and ethicality while partition shows the mixed results on customer perceptions. This paper contributes to servicescape and customer citizenship literature by identifying how the servicescape affects customer citizenship behavior via customers’ perception. The findings of this current study also offer practical guidance as to how firms can be more strategic in design choices. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2147513 [Google]
Karadas, G., S. Hassanie, Ö. Altun, F. Safaeimanesh and N. Guden (2025): A moderated-mediated model of work alienation and mindfulness at work, Service Industries Journal, (4238), pp.1-25
This study aims to examine a moderated mediation model of work alienation and mindfulness among employees in line with the conservation of resources theory. Specifically, the impact of emotional intelligence on knowledge hiding mediated by work alienation is assessed. Moreover, the paper assumes that mindfulness moderates the indirect effect of emotional intelligence on knowledge hiding via work alienation. Data were gathered from workers working in five-star hotels in Northern Cyprus and analyzed by AMOS. The findings highlighted the mediating role of work alienation between emotional intelligence and knowledge hiding. Furthermore, the results revealed that mindfulness moderates the indirect impact of emotional intelligence on knowledge hiding via work alienation in the sense that the higher the level of mindfulness is, the stronger the effect of emotional intelligence on reducing work alienation. The paper discusses the implications for theory and practice and provides future research suggestions. (English)
Link: http://dx.doi.org/10.1080/02642069.2025.2456926 [Google]
Hu, J. (2025): Dispositional awe, meaning in life, and socially responsible consumption, Service Industries Journal, 45(4239), pp.27-53
The antecedents of socially responsible consumption have been increasingly discussed in the field of consumer ethics theory. However, the potential emotional factors influencing socially responsible consumers are less researched. To fill this gap, our study introduces a specific emotional disposition – dispositional awe – to the research literature on socially responsible consumption and further proposes that a fundamental psychological need – meaning in life – could explain the enhancing effect of dispositional awe on socially responsible consumption. Through a series of analysis, including confirmatory factor analysis (CFA), structural equation modeling (SEM), and moderated mediation analysis, we confirm that dispositional awe could enhance personal meaning in life, which in turn affects the socially responsible consumption of consumers. Materialism plays a moderating role in these causal links. Our study contributes to enhance knowledge about socially responsible consumption and provides a new direction to guide consumer behavior in marketing context. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2154757 [Google]
Fujii, M. (2025): Bridging the missing link between customer incivility and service outcomes, Service Industries Journal, (4240), pp.1-23
Frontline service employees frequently interact with customers and are increasingly exposed to customer incivility, which is distressing and hinders service employee outcomes (i.e. creativity and performance). Ultimately, it affects service quality and corporate reputation and thus should not be overlooked by service organizations. The predominant explanation of the impact of customer incivility on service employee outcomes in the existing literature is emotion-based; however, motivation-based explanations are still in their infancy. Applying the conservation of resources theory, this study aimed to elucidate the underlying mechanism of how customer incivility impairs service creativity and service performance. Data were derived from an online research platform and through the three waves of the survey with 337 frontline employees in high-contact service industries. The partial least squares structural equation modeling results indicate that customer orientation was a missing but influential link between customer incivility and service creativity and service performance, even after controlling for emotional exhaustion and work engagement. This more solid understanding of the mechanisms driving customer incivility on service outcomes can help service organizations that suffer the negative effects of customer incivility. (English)
Link: http://dx.doi.org/10.1080/02642069.2025.2454944 [Google]
Duc, L. A. and N. D. Tho (2025): Inclusive leadership and team innovation in retail services, Service Industries Journal, 45(4241), pp.330-350
Drawing upon social exchange theory and extending it into a team context, this study investigated a moderated mediation model in which shared team psychological contract fulfillment mediates the relationship between inclusive leadership and team innovation, and team proactive personality moderates the relationship between inclusive leadership and shared team psychological contract fulfillment. The results, based on a survey dataset collected from 300 team leaders in retail services in Vietnam, provided support for these relationships. The study findings extend the existing literature on inclusive leadership and psychological contract fulfillment to the team level and suggest possible ways for team leaders to enhance team innovation performance. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2228205 [Google]
Du, Y., J. Luo and Y. Su (2025): Job crafting towards strengths and interests: how overqualification enhances creativity?, Service Industries Journal, (4242), pp.1-25
Personal motives are important to job crafting. Drawing on the job demands-resources theory, a two-pathway model of how overqualified employees manage the misfit between their capabilities and job requirements is proposed. Specifically, two novel job crafting strategies that can spur employees’ creativity are identified: job crafting towards strengths (JC-strengths) and job crafting towards interests (JC-interests). The different boundary effects of empowering leadership on the relationship between perceived overqualification and JC-strengths and JC-interests are investigated. Using data from 507 employees of Chinese firms, perceived overqualification was found to be positively related to JC-strengths and JC-interests; both JC-strengths and JC-interests were positively related to creativity; and empowering leadership moderated the direct effect of perceived overqualification on JC-strengths and its indirect effect on creativity, while the moderating effect was nonsignificant for the relationship linking perceived overqualification to JC-interests. Theoretical and practical implications are discussed. (English)
Link: http://dx.doi.org/10.1080/02642069.2025.2457548 [Google]
Dong, X., G. Zvereva, X. Wen and N. Xi (2025): More polite, more immoral: how does politeness in service robots influence consumer moral choices?, Service Industries Journal, (4243), pp.1-33
Service robots are increasingly communicating with consumers in a more human-like manner, such as politeness language strategy. However, it has remained unknown whether consumers follow the same ethical standards and norms in interactions with non-human service providers as they do in traditional interpersonal relationships. Therefore, in this paper across four studies (3 vignette-based experiments and 1 interview) to examine the main and interaction effects of robot politeness and consumers’ self-construal types (independent vs. interdependent) on consumers’ moral choices as well as the mediating effects of perceived threat and empathy. The results indicate that independent self-construal (vs. interdependent self-construal) consumers are more likely to exhibit unethical behavioral intentions when interacting with a service robot that communicates in a polite way, as it increases perceived threat (vs. perceived empathy) among these consumers. The findings of this paper contribute to the fields of human–computer interaction, service marketing, consumer psychology, and communication by providing valuable empirical evidence on how the politeness of robot communication influences consumers’ ethical values and moral choices. In addition, the findings offer valuable practical implications for robot designers, service providers, and marketers. (English)
Link: http://dx.doi.org/10.1080/02642069.2025.2453676 [Google]
Do, D. K. X. and J. L.-H. Bowden (2025): Negative customer engagement behaviour in a service context, Service Industries Journal, 45(4244), pp.81-104
Negative customer engagement (NCE) has negative consequences on firms; however, research on NCE is limited. This study empirically investigates the impact of different intensities of NCE on subsequent outcomes such as the intention to switch and engage in negative word-of-mouth recommendations. Critical incident technique and a survey method were employed with 404 respondents to understand the negative valences of customer engagement behaviour in response to unfavourable service experiences within an emerging market context. A typology of NCE behaviours was subsequently developed. Neglect was conceptualised as disengaged behaviour while complaining that seeks redress from the service provider, aggression, online complaining, third-party complaining, switching to another service provider and negative word-of-mouth were conceptualised as negatively engaged behaviour. These behaviours were not found to occur in isolation, but rather occurred within a broader developmental process of NCE. Understanding how the process of NCE occurs enables management to develop proactive management strategies to counter it. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2159945 [Google]
Dimple and V. Kuriakose (2025): High-performance work system in service sector: review and framework development, Service Industries Journal, 45(4245), pp.374-406
Considering the emerging role of high-performance work system (HPWS) in service-oriented firms, the present review has consolidated the recent trends in HPWS literature in the service sector. The systematic literature review methodology is applied to extract 82 articles from 2006 to 2022. The MAXQDA software is used for the qualitative content analysis of the texts in the articles. Based on the literature review and qualitative content analysis, the framework is developed to conceptualize the positive and negative outcomes of HPWS in service-oriented firms. The proposed framework is backed by the resource-based view and job demand-resource model and provides insights into the research directions for the progress of the service sector. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2240721 [Google]
Belanche, D., L. V. Casaló, M. Flavián and S. M. C. Loureiro (2025): Benefit versus risk: a behavioral model for using robo-advisors, Service Industries Journal, 45(4246), pp.132-159
This research aims to propose and analyze a novel behavioral model for using robo-advisors grounded on stimulus–organism–response and decision theory. Data (n = 596) were collected from a panel of US participants. The findings contribute to the financial services arena by demonstrating the relevance of customers’ perceptions of robo-advisors’ benefits and risks, particularly fear of losing money and wasting time. Greater or lesser ease in learning to use the robo-advisor and the perception of safety are the stimuli for customers to cognitively assess the balance between the risks and benefits of using the robo-advisor. Younger customers are more likely than older customers to recommend the robo-advisor to others, and male users tend to have more confidence than female users in their use of the service. Thus, robo-advisors need to learn how to adapt to different customer profiles to customize the service and to increase the perception of security and ease of use. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2176485 [Google]
Bani-Melhem, S., R. M. Abukhait and F. Mohd Shamsudin (2025): This doesn’t make sense! Does illegitimate tasks affect innovative behaviour?, Service Industries Journal, 45(4247), pp.105-131
Illegitimate tasks in the workplace are known to associate with several attitudinal and behavioural outcomes for employees, including their well-being, motivation, and turnover intention. However, why and when these adverse impacts influence employees’ innovative behaviours have not yet been examined. The current study thus empirically investigates the impact of illegitimate tasks on the innovative behaviours of employees. It also examines the mediating role of work meaninglessness and the moderating impact of passive leadership in these relationships. The research analyses a sample of 145 employee-supervisor dyads in several public sector organisations in Dubai. The results demonstrate that illegitimate tasks indirectly (via work meaninglessness) and negatively influence innovative behaviours. This influence is strengthened when the supervisor/leader is passive. Our results provide more insight into the potential negative influence of illegitimate tasks on innovative behaviours through perceived work meaninglessness and the exacerbating impact of passive leadership on these relationships. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2163994 [Google]
Ali, A. and A. N. Khan (2025): Task stressors, team reflexivity, and proactive customer service performance, Service Industries Journal, 45(4248), pp.180-208
This study integrates the transactional theory of stress with social media literature to produce novel theoretical insights into whether and how social media affordance affects the relationship between task stressors, team reflexivity, and team proactive customer service performance of teams working in the hotel industry. Empirical analysis on the data collected from 389 members of 85 service-related teams in China supports the hypothesized model of this study. Findings reveal that team task conflict and team task ambiguity are negatively related to proactive customer service performance and that these relationships are mediated by team reflexivity. Furthermore, social media affordance mitigates the direct and indirect negative effects of team task conflict and team task ambiguity on proactive customer service performance via team reflexivity. Theoretical contributions, practical implications, and limitations of this study are discussed in the later section. (English)
Link: http://dx.doi.org/10.1080/02642069.2023.2197221 [Google]
