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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Bagozzi, R. P., M. K. Brady and M.-H. Huang (2022): AI Service and Emotion, Journal of Service Research, (3038), pp.1
AI in service can be for routine mechanical tasks, analytical thinking tasks, or empathetic feeling tasks. We provide a conceptual framework for the customer, firm, and interactional use of AI for empathetic tasks at the micro-, meso-, and macro-levels. Emotions resulting from AI service interactions can include basic emotions (e.g., joy, sadness, and fear), self-conscious emotions (e.g., pride, guilt, embarrassment), and moral emotions (e.g., contempt, righteous anger, social disgust). These emotions are mostly likely to occur during frontline interactions in which both firms and customers use AI, a phenomenon called “AI as customer.” The analysis level of AI service and emotion can be at the macro-level in which AI is transforming the service economy into a feeling economy, at the meso-level in which firms can use “thoughtful AI” to make the employees’ and customers’ lives a little bit better by brightening their days, and at the micro-level in which customers can experience basic, self-conscious, and moral emotions from interactions with service AI.
Link: http://dx.doi.org/10.1177/10946705221118579 [Google]
Belk, R. (2022): Artificial Emotions and Love and Sex Doll Service Workers, Journal of Service Research, (2734), pp.1
Realistic looking humanoid love and sex dolls have been available on a somewhat secretive basis for at least three decades. But today the industry has gone mainstream with North American, European, and Asian producers using mass customization and competing on the bases of features, realism, price, and depth of product lines. As a result, realistic life size artificial companions are becoming more affordable to purchase and more feasible to patronize on a service basis. Sexual relations may be without equal when it comes to emotional intimacy. Yet, the increasingly vocal and interactive robotic versions of these dolls, feel nothing. They may nevertheless induce emotions in users that potentially surpass the pleasure of human-human sexual experiences. The most technologically advanced love and sex robots are forecast to sense human emotions and gear their performances of empathy, conversation, and sexual activity accordingly. I offer a model of how this might be done to provide a better service experience. I compare the nature of resulting “artificial emotions” by robots to natural emotions by humans. I explore the ethical issues entailed in offering love and sex robot services with artificial emotions and offer a conclusion and recommendations for service management and for further research.
Link: http://dx.doi.org/10.1177/10946705211063692 [Google]
Osburg, V.-S., V. Yoganathan, W. H. Kunz and S. Tarba (2022): Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services, Journal of Service Research, (3037), pp.1
Advances in artificial intelligence (AI) are increasingly enabling firms to develop services that utilize autonomous vehicles (AVs). Yet, there are significant psychological barriers to adoption, and insights from extant literature are insufficient to understand customer emotions regarding AV services. To allow for a holistic exploration of customer perspectives, we synthesize multidisciplinary literature to develop the Customer Responses to Unmanned Intelligent-transport Services based on Emotions (CRUISE) framework, which lays the foundation for improved strategizing, targeting, and positioning of AV services. We subsequently provide empirical support for several propositions underpinning the CRUISE framework using representative multinational panel data (
Link: http://dx.doi.org/10.1177/10946705221118233 [Google]
Makridis, C. A. and S. Mishra (2022): Artificial Intelligence as a Service, Economic Growth, and Well-Being, Journal of Service Research, (3042), pp.1
The share of artificial intelligence (AI) jobs in total job postings has increased from 0.20% to nearly 1% between 2010 and 2019, but there is significant heterogeneity across cities in the United States (US). Using new data on AI job postings across 343 US cities, combined with data on subjective well-being and economic activity, we uncover the central role that service-based cities play to translate the benefits of AI job growth to subjective well-being. We find that cities with higher growth in AI job postings witnessed higher economic growth. The relationship between AI job growth and economic growth is driven by cities that had a higher concentration of modern (or professional) services. AI job growth also leads to an increase in the state of well-being. The transmission channel of AI job growth to increased subjective well-being is explained by the positive relationship between AI jobs and economic growth. These results are consistent with models of structural transformation where technological change leads to improvements in well-being through improvements in economic activity. Our results suggest that AI-driven economic growth, while still in the early days, could also raise overall well-being and social welfare, especially when the pre-existing industrial structure had a higher concentration of modern (or professional) services.
Link: http://dx.doi.org/10.1177/10946705221120218 [Google]
Gahler, M., J. F. Klein and M. Paul (2022): Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments, Journal of Service Research, (3039), pp.1
Managing customer experiences has become a key strategic priority for service research and management. Yet researchers and managers lack a customer experience (CX) measure that applies to the different experience partners, touchpoints, and journey stages in the omnichannel environments of today’s service industries. Without such a common measure, empirical research on CX remains fragmented, and service companies continue to struggle to improve customer interactions in customer journeys. To address this shortcoming, this article proposes an omnichannel-capable measurement of CX that applies to different customer interactions in the omnichannel environment. With seven studies, the authors develop and validate a six-dimensional, 18-item CX scale. The proposed CX scale overcomes the fragmentation of existing scales in service research and provides a valid measure that can be used consistently for various customer interactions in omnichannel environments. This article details how the proposed CX scale can monitor and compare CX for different interactions in customer journeys (i.e., pain-point analysis), as well as improve CX features and their marketing outcomes (i.e., CX profiling). By overcoming the existing fragmentation in available scales and providing a common omnichannel CX measure, this CX scale establishes an empirical foundation for developing CX knowledge and advancing related service research.
Link: http://dx.doi.org/10.1177/10946705221126590 [Google]
Hall, M. J. and J. D. Hyodo (2022): Service Provider to the Rescue: How Firm Recovery of Do-It-Yourself Service Failure Turns Consumers from Competitors to Satisfied Customers, Journal of Service Research, (3040), pp.1
While consumers frequently attempt to resolve their own consumption problems (i.e., do-it-yourself (DIY)), they are often unsuccessful and subsequently turn to a professional. In the present research, we consider DIY failure as a form of service failure (SF) and demonstrate that experiencing DIY service failure (DIY SF) influences consumer evaluations of subsequent firm recovery. This occurs because consumers who experience DIY SF gain greater understanding of the task (i.e., learning) through their failed attempt. This learning promotes increased appreciation of the recovering service provider’s ability, ultimately resulting in greater satisfaction with the recovery offering. We further identify mindset as a moderator of this effect, wherein those with a growth mindset are more likely to learn from failure and appreciate the abilities of the recovering service provider. By highlighting DIY SF as a novel form of SF, we demonstrate the importance of understanding customers’ prior experiences with the focal consumption problem and its solution, and of training front-line employees to better manage these customers. We test our theory across four studies using lab and field data, and close by discussing theoretical and managerial implications.
Link: http://dx.doi.org/10.1177/10946705221111347 [Google]
Kim, T. W., L. Jiang, A. Duhachek, H. Lee and A. Garvey (2022): Do You Mind if I Ask You a Personal Question? How AI Service Agents Alter Consumer Self-Disclosure, Journal of Service Research, (3041), pp.1
The use of Artificial Intelligence (AI) has grown rapidly in the service industry and AI’s emotional capabilities have become an important feature for interacting with customers. The current research examines personal disclosures that occur during consumer interactions with AI and humans in service settings. We found that consumers’ lay beliefs about AI (i.e., a perceived lack of social judgment capability) lead to enhanced disclosure of sensitive personal information to AI (vs. humans). We identify boundaries for this effect such that consumers prefer disclosure to humans over AI in (i) contexts where social support (rather than social judgment) is expected and (ii) contexts where sensitive information will be curated by the agent for social dissemination. In addition, we reveal underlying psychological processes such that the motivation to avoid negative social judgment favors disclosing to AI whereas seeking emotional support favors disclosing to humans. Moreover, we reveal that adding humanlike factors to AI can increase consumer fear of social judgment (reducing disclosure in contexts of social risk) while simultaneously increasing perceived AI capacity for empathy (increasing disclosure in contexts of social support). Taken together, these findings provide theoretical and practical insights into tradeoffs between utilizing AI versus human agents in service contexts.
Link: http://dx.doi.org/10.1177/10946705221120232 [Google]
Cardy, C., N. N. Chaker, J. Habel, M. Klarmann and O. Plötner (2022): Customer–Salesperson Price Negotiations During Exceptional Demand Contractions, Journal of Service Research, (3130), pp.1
Extant literature has studied how customer–salesperson price negotiations evolve in “normal” circumstances. However, recent economic recessions illustrate the need to advance theory on the question of how price negotiations evolve in “abnormal” times when customer demand significantly contracts beyond expected variation. In response to this gap in the literature, this study uses a multi-method design to investigate price negotiations during exceptional demand contractions. Our results from a theories-in-use study reveal that during such circumstances, salespeople’s perceived dependency on customers increases while customers’ perceived dependency on salespeople decreases. The inherent “power shift” should benefit customers in subsequent price negotiations. However, customers are
Link: http://dx.doi.org/10.1177/10946705221136270 [Google]
Kamran-Disfani, O., R. Bagherzadeh, A. Bhattarai, M. Farhang and L. K. Scheer (2022): Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers, Journal of Service Research, (3132), pp.1
Frontline employees (FLEs) often face customer incivility—rude or demeaning remarks, verbal aggression, or hostile gestures. Although incivility from customers is rising at an alarming rate, most organizations refuse to act decisively to protect their FLEs and stop customer incivility. This research asserts that an organizational policy of ignoring and accepting incivility from customers is neither a wise business strategy nor has positive outcomes. In contrast, customer incivility should be handled promptly and decisively. Specifically, the authors present FLE Constructive Resistance (FLE CR) as a strategy to confront customer incivility. The authors conduct interviews with FLEs, develop a Constructive Resistance (CR) scale to fit the context of FLE–customer encounters, and test a conceptual model to examine the impact of CR by FLEs. The results suggest that customers who observe incivility perpetrated by fellow customers respond positively to FLE CR, including greater future purchase intention, greater positive word-of-mouth intention, and reduced future misbehavior intention. These effects are mediated by the observer’s perceived fairness of the FLE’s CR. Finally, the indirect effects of FLE’s CR on observer outcomes are more likely to manifest in customers with higher moral identity as well as newer customers.
Link: http://dx.doi.org/10.1177/10946705221141923 [Google]
Steinhoff, L. and K. D. Martin (2022): Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces, Journal of Service Research, (3133), pp.1
Service frontline encounters between customers and service providers have been subject to fundamental changes in recent years. As two major change agents, technology infusion and data privacy regulations are inextricably linked and constitute a critical ethical and societal issue. Specifically, service frontlines—as represented by human or technological agents, or some hybrid form—rely on customer data for service provision, which subjects them to privacy regulations governing the collection, submission, access, and use of any customer data thus captured. However, scant research outlines the significant implications of evolving data privacy regulations for service frontline encounters. To advance knowledge in this domain, this research distills six key dimensions of global data privacy regulations (fairness, data limits, transparency, control, consent, and recourse). Employing an intelligences theoretical lens, the authors theorize how these dimensions might become differentially manifest across three service frontline interface types (human-based, technology-based, and hybrid). Carefully intersecting the need for varying intelligences across data privacy regulatory dimensions with the abilities of service frontline interfaces to harness each intelligence type, this study offers a novel conceptual framework that advances research and practice. Theoretical, managerial, and policy implications unfold from the proposed framework, which also can inform a future research agenda.
Link: http://dx.doi.org/10.1177/10946705221141925 [Google]
Ali, A., M. K. David and A. R. Channa (2022): Improving service interactions through inclusive language for Sindh’s Sheedis, Journal of Services Marketing, 36(3135), pp.952-963
Purpose: This research aims to explore how racist language in service interactions in the health and education sectors affects service consumers belonging to the Sheedi community in Pakistan’s Sindh province. This research questions the use of racist language and proposes the use of inclusive language in service sectors to reduce the discrimination the Sheedi community faces because of such racist language. Design/methodology/approach: This empirical study takes place in the health and education sectors in Sindh province. Using a qualitative and narrative approach, this study categorizes Sheedi service consumers’ personal experiences to gain deep and holistic insights into the racist language used in service interactions and proposes the use of inclusive language. Findings: Findings demonstrate how some non-Sheedis used racist language against the Sheedi service consumers in the health and education sectors, and how such racist language was influenced by class consciousness and gender bias. Inclusive language, which emphasizes professional lexicon, culturally appropriate terminology, gender-neutral vocabulary and other socially acceptable terms, was proposed to be used in the service interactions with Sheedi service consumers. Originality/value: This study makes a conceptual contribution to existing literature on the use of language in service interactions and documents how the Sheedi community is treated in Pakistan’s Sindh province. This research can help researchers expand research in contexts where the use of racist language hinders progress, while the use of inclusive language can lead to sustainable development of service sectors.
Link: http://dx.doi.org/10.1108/JSM-09-2021-0365 [Google]
Awan, M. I., A. Shamim, M. S. Saleem and S. S. Gill (2022): Service inclusion for tourists with disabilities: scale development and validation, Journal of Services Marketing, 36(3136), pp.977-990
Purpose: The purpose of this study is to develop a scale for measuring service inclusion for tourists with disabilities in tourism and hospitality services. Transformative service research serves as the basis for the conceptualization and dimensionality. Design/methodology/approach: To develop and purify the items as well as develop dimensions, standard scale development procedures were applied. Two studies were undertaken. In Study 1, the factorial structure of the service inclusion was constructed and confirmed using exploratory and confirmatory factor analysis. In Study 2, the field study was conducted to validate the scale. Findings: The study developed a new scale for measuring service inclusion. The results show that service inclusion is a higher-order construct with four dimensions, namely, enabling opportunity, offering choice, relieving suffering and fostering happiness. Furthermore, service inclusion has a significant effect on tourists’ well-being perception, which results in more favorable behavioral responses. The newly constructed scale is declared as valid and reliable by the study that examined it for nomological validity by examining the relationship between service inclusion and tourists’ perceptions of their well-being. Originality/value: To the best of the authors’ knowledge, this study is the first to develop measurement scale for service inclusion in the tourism and hospitality industry. The scale is proven as reliable and valid and is well suitable for measuring service inclusion for tourists with physical disabilities. It has potential to use for other relevant service contexts.
Link: http://dx.doi.org/10.1108/JSM-09-2021-0364 [Google]
Bailey, A. A., C. M. Bonifield, A. Arias and J. Villegas (2022): Mobile payment adoption in Latin America, Journal of Services Marketing, 36(3137), pp.1058-1075
Purpose: Service providers have a vested interest in enhancing adoption of technologies that improve the customer service experience. Buoyed by this idea, this paper aims to explore Latin American consumers’ mobile payment (MP) adoption, conceptualized as bank-sponsored mobile wallets that facilitate payment at the point-of-purchase. This paper applies a revised unified theory of acceptance and use of technology 2 (UTAUT2) model as theoretical framework for this exploration. Design/methodology/approach: To test the conceptual model of MP adoption in Latin America put forward in this paper, the authors used Colombia as a sample site and conducted two studies among a sample of consumers in this country. Completed questionnaires from 186 participants (Study 1) and 398 participants (Study 2) were used in data analyses, which were conducted using Mplus 8.4 and PROCESS. Findings: In Study 1, performance expectancy, social influence, bank trust, confidence in MP system and consumer innovativeness all impact consumers’ MP use intention; and use intention impacts MP behavior. In Study 2, involving a wider sample, performance expectancy, effort expectancy, facilitating conditions, perceived quality of the MP system, bank trust, consumer innovativeness, consumer optimism and consumer insecurity all affect MP use intention; and use intention significantly impacts MP behavior. Across both studies, follow-up analysis showed that effort expectancy influences performance expectancy for MP and indirectly influences MP use intention through its impact on performance expectancy. Bank trust also indirectly affects MP use intention through its effects on system confidence. In Study 2, age did not affect MP use intention or MP use; however, education affected MP use. Research limitations/implications: The theoretical underpinning for the conceptual model was the UTAUT2, and the results across the two studies support previous research in which this revised model has been useful in explaining technology adoption. Core elements of the UTAUT2 such as performance expectancy, effort expectancy, facilitating conditions and social influence had different impact on MP adoption in Latin America, depending on the sample. Technology readiness index motivators and inhibitors also aid understanding of MP adoption. Practical implications: The research provides insights on the variables that members of the MP ecosystem in Latin America (e.g. banks and other service providers, card issuers) need to address in getting Latin American consumers to use MP. Originality/value: This research extends the exploration of MP to a region of the world that has not been the focus of prior studies on the adoption of this technology and responds to calls by some researchers to increase research in this region. The conceptual models in the two studies also incorporate trust in the banks that are part of the MP ecosystem in Latin America and consumer overall confidence in this MP ecosystem. The results show that both these factors are influential in Latin American consumers’ adoption of MP. System confidence also mediates the relationship between bank trust and MP use intention.
Link: http://dx.doi.org/10.1108/JSM-04-2021-0130 [Google]
Cabano, F. G., A. Attari and E. A. Minton (2022): How gun control policies influence consumers’ service business evaluations, Journal of Services Marketing, 36(3138), pp.1031-1041
Purpose: Given the growing prevalence of gun control policies in service settings, this study aims to investigate how the adoption of a gun control policy by a service business influences consumers’ evaluations of the service business. Design/methodology/approach: Three experiments were conducted to examine how the adoption of a gun control policy by a service business influences consumers’ brand favorability of that service business and how value congruence (i.e. the alignment between a consumer’s own personal values and perceptions of the brand’s values) is the underlying mechanism. Findings: This study documents several major findings. First, the authors find that the adoption of a gun control policy by a service business increases consumers’ brand favorability. Second, the authors highlight a boundary condition to this effect, such that a gun control policy actually decreases consumers’ brand favorability for people high (vs low) in support for gun rights. Third, the authors show that value congruence is the psychological process underlying these effects. Fourth, the authors generalize the focal effects to a real-world brand and demonstrate that the adoption of a gun control policy increases brand favorability for consumers low (vs high) in patronage behavior of the brand. Finally, the authors find that a pioneer brand strategy in the adoption of a gun control policy significantly increases brand favorability, whereas a follower brand strategy in the adoption of such a policy is less effective. Originality/value: To the best of the authors’ knowledge, this research is the first to provide critical insight to service businesses as to how their position regarding guns influences consumers’ evaluations of the service business.
Link: http://dx.doi.org/10.1108/JSM-05-2021-0186 [Google]
Disse, I. K. and H. Becker-Özcamlica (2022): The effects of employee behavior in sustainable service organizations, Journal of Services Marketing, 36(3139), pp.1095-1105
Purpose: Numerous service organizations involve employees in strengthening customer relationships. While the literature has emphasized the importance of a sustainable market orientation (SMO) for an organization’s image, it has not explored how employees’ behavior in sustainable service organizations influences the reputational effect. The purpose of this paper is to investigate the impact of SMO-aligned employee behavior on customer attitude and behavior, while considering different SMOs and the role of value-based brand choice. Design/methodology/approach: The authors conducted a 2 (SMO-aligned vs nonaligned) × 3 (social, environmental or economic SMOs) between-subject, scenario-based experiment with 313 participants to test the hypotheses. A moderated mediation analysis was also conducted. Findings: The results show that SMO-aligned employee behavior has a positive impact on customers’ trust in contrast with SMO-nonaligned behavior independent of the SMO. The relationship between employee behavior and customer word-of-mouth is mediated by trust. Furthermore, the effect on trust is moderated by value-based brand choice. Originality/value: This study contributes to employee behavior research by examining the impact of SMO-aligned employee behavior on customer outcomes in sustainable service organizations. Adding to previous research on employee behavior, it further considers the impact of value-based brand choice.
Link: http://dx.doi.org/10.1108/JSM-05-2021-0156 [Google]
Kabadayi, S. and R. H. Tsiotsou (2022): Guest editorial: The Triple-A framework for serving humanity with service research, Journal of Services Marketing, 36(3140), pp.865-872
Purpose: This paper aims to propose a conceptual framework for service research and introduces the first ServCollab special issue on the topic “Broadening and reinvigorating the service discipline to reduce human suffering and improve well-being.” Design/methodology/approach: Building on previous knowledge and personal reflections, the authors developed the “Triple-A framework for serving humanity with service research,” which identifies three crucial features of conducting ethical service research: authentic, advancing and applicable. Findings: In terms of the research scope, the Triple-A framework proposes that service research should be authentic in its approach, topics of investigation, research questions and theories/frameworks used. Service scholars should close current research gaps using theories, methods, a team of investigators and data that advance service research. Moreover, service research should be applicable by positively impacting society/planet earth, policymakers, organizations and people. Finally, ethical standards should be met in the application of all three features of service research. Practical implications: Practical guidelines are provided to service researchers for conducting research useful for theory development and practical application. Social implications: The proposed framework pushes service research to be original, insightful, imaginative, responsible and relevant by seeking to improve individual and society’s well-being. Originality/value: The authors propose a novel perspective, the “Triple-A framework for serving humanity with service research,” to guide service scholars in conducting state-of-the-art and methodologically rigorous research.
Link: http://dx.doi.org/10.1108/JSM-07-2022-0234 [Google]
Lima, V. and R. Belk (2022): Human enhancement technologies and the future of consumer well-being, Journal of Services Marketing, 36(3141), pp.885-894
Purpose: The purpose of this paper is to propose a conceptual framework that highlights transhumanism’s ideals of achieving superintelligence, super longevity and super well-being through human enhancement technologies (HET) and their relations with services marketing principles. Design/methodology/approach: Framed by the transformative service research (TSR), this conceptual work articulates the 7Ps of the marketing mix with four macro-factors that create tensions at both the marketplace and consumer levels. Findings: HET has potential for doing good but also tremendous bad; greater attention is needed from services marketing researchers especially in one proprietary research area: bioethics. Research limitations/implications: The authors contribute to the growing work on TSR investigating how the interplay between service providers and consumers affects the well-being of both. Additionally, the authors call for novel interdisciplinary work in transhuman services research. Originality/value: To the best of the authors’ knowledge, this is one of the first papers in services marketing research to explore the promises and perils of transhumanism ideals and human enhancement technologies.
Link: http://dx.doi.org/10.1108/JSM-09-2021-0363 [Google]
Lin, C.-Y. (2022): Understanding consumer perceptions and attitudes toward smart retail services, Journal of Services Marketing, 36(3142), pp.1015-1030
Purpose: This study aims to identify the antecedent factors influencing consumer attitudes and patronage intentions toward an intelligent unmanned convenience store (IUCVS) in Taiwan. The IUCVS is a new smart service that offers customers a novel shopping experience, given that it avoids queues and physical contacts with cashiers. However, studies discussing IUCVS remain scant owing to its brief history. Design/methodology/approach: This research develops a synergistic model combining original unified theory of acceptance and use of technology (UTAUT) constructs with perceived risk and value to test differences between unexperienced and experienced customers’ attitudes and patronage intentions toward IUCVSs. Data collected from 268 experienced and 156 unexperienced consumers were tested against the proposed research model using partial least squares (PLS) structural equation modeling and multi-group analysis (PLS-MGA). Findings: In line with expectations, three UTAUT variables (i.e. performance, effort expectancy and social influence) and perceived value significantly and positively influence consumer attitudes toward IUCVSs. This research confirms the significant and negative direct effect of perceived risk on consumers’ patronage intentions toward IUCVSs. Furthermore, the PLS-MGA results unveil that a significant difference exist in the effects of perceived convenience value on attitudes toward IUCVS between consumers who had experience of using self-service machines and those who have not. Originality/value: This research successfully fills the research gap by offering a synergistic model for evaluating consumers’ attitudes and patronage intentions toward a new smart service. Several important theoretical and practical implications are provided to help retail managers develop service strategies.
Link: http://dx.doi.org/10.1108/JSM-09-2020-0407 [Google]
Lin, C.-Y. and E.-Y. Chou (2022): Investigating the role of customer forgiveness following a double deviation, Journal of Services Marketing, 36(3143), pp.1042-1057
Purpose: Despite double deviation being an acknowledged phenomenon in services marketing, less research has been devoted to the evaluation of the underlying relationships between cognitive appraisals, customer forgiveness and postrecovery actions following a double deviation. Therefore, this study aims to develop and empirically test a conceptual model to determine the role of customer forgiveness and its boundary conditions in double-deviation scenarios based on the stress and coping theory. Design/methodology/approach: This study aggregated 290 survey data by adopting the retrospective experience sampling method and examined the proposed model using structural equation modeling and bootstrapping analysis. Findings: The results confirm that customer forgiveness mediates the link between service recovery dissatisfaction and postrecovery customer complaints (i.e. online and third-party complaints). Additionally, attribution-based factors (i.e. stability and controllability attributions) positively moderated the service recovery dissatisfaction–customer forgiveness relationship. Finally, these findings exhibit that relationship-based factors (i.e. relationship duration and affective commitment) had negative moderating effects on the service recovery dissatisfaction–customer forgiveness link. Originality/value: Without ensuring customer forgiveness, customers who experience failure twice in a row may act more aggressively to damage service firms. Yet, knowledge of customer forgiveness in a double-deviation scenario is still lacking. The results make twofold contributions to the service recovery literature. First, this study emphasizes customer forgiveness as an integral coping response that has a mediating role in the relationship between service recovery dissatisfaction and postrecovery customer complaints. Second, this study shed insights into boundary conditions of customer forgiveness by identifying attribution- and relationship-based factors as moderators.
Link: http://dx.doi.org/10.1108/JSM-04-2021-0112 [Google]
Lin, C.-Y. and E.-Y. Chou (2022): Stepping up, stepping out: the elderly customer long-term health-care experience, Journal of Services Marketing, 36(3144), pp.1076-1094
Purpose: Demand for long-term care services increases with population aging. This study aims to develop a conceptual model of elderly customers’ health-care experiences to explore the antecedents, mechanisms and outcomes of social participation in long-term care service organizations. Design/methodology/approach: Using a two-phase data collection approach, this study collects data from 238 elderly customers in a long-term care service organization. The final data are analyzed through structural equation modeling. Findings: The results show that care management efforts (i.e. customer education, perceived organization support, role modeling, perceived other customer support and diversity of activity) influence elderly customers’ psychological states (i.e. self-efficacy and sense of community), leading to increased social participation. In addition, high levels of social participation evoke positive service satisfaction and quality of life, both of which alleviate switching intention. Originality/value: This study is one of the first conclusive service studies focused on the role of elderly customers’ social participation in their long-term care experience. The findings contribute to health-care service marketing and transformative service research, and expand understanding of elderly customers’ health-care experience, especially in long-term care service settings.
Link: http://dx.doi.org/10.1108/JSM-05-2021-0161 [Google]
Meshram, K. and R. Venkatraman (2022): A transformative service research perspective on caste-based discrimination in microcredit lending in India, Journal of Services Marketing, 36(3145), pp.964-976
Purpose: This research aims to address the transformative service research (TSR) agenda by examining the issue of caste-based financial exclusion in microcredit lending services in India. To do so, it draws on statistical discrimination theory from labour economics to develop and test a multi-level prosocial service orientation framework. Design/methodology/approach: Survey data come from 238 loan officers and 250 lower caste loan applicants across 43 microfinance institutions (MFIs) in India. The data are analysed using hierarchical linear modelling, a method appropriate for investigating micro- and macro-level organisational variables. Findings: At the micro level, the service orientation factors of social dominance orientation and algorithmic-driven lending decisions affect financial exclusion of lower caste bottom-of-the-pyramid (BoP) vendors. At the macro level, the service orientation mechanism of inclusive service climate reduces caste-based financial exclusion, while the level of lending risk to reduce discrimination receives no support. Research limitations/implications: Research in other contexts is warranted to confirm the prosocial service orientation model. Methodological challenges at the BoP also present avenues for insightful work. Social implications: The study shows the importance of an inclusive service climate and reassessment of algorithmic-driven lending decisions to eliminate caste-based indicators in lending decisions. It also recommends policy reform of caste-based affirmative action at the macro- and micro-levels of lending decisions. Originality/value: This research extends the TSR agenda to include caste-based discrimination in prosocial services. It takes a multidisciplinary perspective on services research by incorporating statistical discrimination theory from labour economics to extend understanding of service orientation.
Link: http://dx.doi.org/10.1108/JSM-09-2021-0362 [Google]
Ng, S. C., H. Y. Chuah and M. Nungsari (2022): A voice for the silent: uncovering service exclusion practices, Journal of Services Marketing, 36(3146), pp.991-1005
Purpose: This paper aims to provide an in-depth conceptualization of service exclusion by drawing on our exploratory research as well as thick and rich insights from the authors’ qualitative data. Design/methodology/approach: Qualitative research was used to explore service exclusion practices against customers experiencing vulnerabilities. A total of 28 semi-structured in-depth interviews were conducted with refugees residing within Malaysia. The Gioia methodology was used for the authors’ data analysis and the findings were validated by an independent moderator. Findings: The authors’ empirical findings challenge how service exclusion is currently understood, by adding substantial depth and complexity beyond simply describing “the lack of access to services”. The authors also offer rich empirical findings describing 29 forms of exclusion, which were further reduced to seven types of service exclusion practices: discrimination, restriction, cost barriers, language and technology barriers, poor servicing, non-accountability and non-inclusivity. Originality/value: This study conceptualizes service exclusion from a process perspective, that is, “how” customers experiencing vulnerabilities are being excluded, rather than “what” is excluded.
Link: http://dx.doi.org/10.1108/JSM-10-2021-0368 [Google]
Pham, T.-A. N., H. N. Le, D. T. Nguyen and T. N. Pham (2022): Customer service co-creation literacy for better service value: evidence from the health-care sector, Journal of Services Marketing, 36(3147), pp.940-951
Purpose: Understanding customers’ expertise for better service co-creation is of great importance. To be an effective co-creator, customers need to have much more knowledge than a basic literacy, which is appropriate for passive service consumption. This paper aims to propose the concept of customer service co-creation literacy (SCL) to capture not only the basic expertise but also the expertise for active service co-creation. This study then investigates how SCL can be cultivated and how it facilitates customer co-creation behavior, which subsequently leads to enhanced value. Design/methodology/approach: A conceptual model was developed and tested in the health-care service context using a sample of 310 patients. CB-SEM/AMOS software package was used for data analysis. Findings: SCL has different impacts on three components of co-creation behavior, which in turn influence the service value differently. SCL not only solely facilitates co-creation behavior but also directly increases customer value. SCL can be cultivated by social support and frontline employee interaction. Practical implications: The findings offer managerial and societal implications for cognitive interventions to develop customers’ SCL, which is aligned to customers’ needed literacy for co-creation and well-being. Originality/value: The newly proposed concept of SCL is shown to be more appropriate in research adopting the service-dominant logic. Its importance as one type of customer operant resource for value co-creation is underscored. Findings also uncover how other actors indirectly contribute to customers’ value co-creation via developing their SCL resources.
Link: http://dx.doi.org/10.1108/JSM-09-2021-0323 [Google]
Subramanian, I., J. Finsterwalder and C. M. Hall (2022): A systematic literature review of service-related research on refugees, Journal of Services Marketing, 36(3148), pp.908-939
Purpose: This study aims to systematically review and conceptualise service-related research on refugees to identify gaps in the literature, derive future research avenues and stimulate interdisciplinary research and practice to improve well-being of refugees. Design/methodology/approach: This study uses a systematic literature review (SLR) of 102 journal articles published or available online from 2000 to 2020. Findings: Ten themes are identified across the three phases of the refugees’ service journey (entry, transition and exit). Most of the articles focus on the exit phase. One-third of the literature analyses refugees’ access and adaptation to health-care services. The dearth of research on other refugee services reflects the failure to attend to all aspects of service provision across all phases of the refugee service journey. Research limitations/implications: While the ten themes across the three phases require scholars’ and practitioners’ attention, different aspects of the SLR’s findings necessitate further investigation. To reinvigorate research and practice, and stimulate interdisciplinary collaboration, a novel Communities of Practice approach is suggested. Practical implications: Practitioners and policymakers should place more focus on the entry and transition phases of the refugee service journey. Social implications: Lack of research and engagement with the first two phases of the refugee journey might come at the expense of refugees. More service support is needed to buffer the journey from homeland to host country. Originality/value: To the best of the authors’ knowledge, this SLR on refugee-related services is the first of its kind from a service research perspective.
Link: http://dx.doi.org/10.1108/JSM-09-2021-0312 [Google]
Tang, E. and C. Blocker (2022): Promoting social resilience in service communities: a molecular biology perspective, Journal of Services Marketing, 36(3149), pp.895-907
Purpose: This research aims to examine pathways for providers to facilitate social resilience in service communities to promote collective well-being and engagement. Design/methodology/approach: Using abductive and metaphorical analysis, this study develops insights leveraging: the transdisciplinary field of molecular biology where 150 years of research demonstrates how cells build resilience through clustering together in a hostile environment; and case data collected with nonprofit service communities to help ground and elaborate upon the metaphorical analogues of cellular concepts. Findings: This analysis uncovers the emergent processes of communal protection, communal adaptation and communal training within customer-to-customer service interactions. Findings identify novel drivers, such as the sharing of vulnerability markers and pre-training for community stressors, as well as pathways through which social resilience within service communities promotes habitual and transformative value, as well as collective well-being. Practical implications: Service leaders can build upon the ideas in this research to understand the nature of social resilience and to intentionally design communal experiences and interactions that promote greater well-being and brand engagement. Originality/value: The recent COVID-19 pandemic, along with the UN Development Goal for building a more resilient society, highlights the acute needs for a deeper understanding of social resilience. However, resilience-related research in marketing primarily focuses on individual-level coping. This research provides a deeper understanding of the drivers and outcomes of social resilience in service communities and offers a catalyst for future research on the topic.
Link: http://dx.doi.org/10.1108/JSM-09-2021-0367 [Google]
Blaurock, M., M. Čaić, M. Okan and A. P. Henkel (2022): Robotic role theory: an integrative review of human–robot service interaction to advance role theory in the age of social robots, Journal of Service Management, 33(3150), pp.27-49
Purpose: Social robots increasingly adopt service roles in the marketplace. While service research is beginning to unravel the implications for theory and practice, other scientific disciplines have amassed a wealth of empirical data of robots assuming such service roles. The purpose of this paper is to synthesize these findings from a role theory perspective with the aim of advancing role theory for human–robot service interaction (HRSI). Design/methodology/approach: A systematic review of more than 10,000 articles revealed 149 empirical HRSI-related papers across scientific disciplines. The respective articles are analyzed employing qualitative content analysis through the lens of role theory. Findings: This review develops an organizing structure of the HRSI literature across disciplines, delineates implications for role theory development in the age of social robots, and advances robotic role theory by providing an overarching framework and corresponding propositions. Finally, this review introduces avenues for future research. Originality/value: This study pioneers a comprehensive review of empirical HRSI literature across disciplines adopting the lens of role theory. The study structures the body of HRSI literature, adapts traditional and derives novel propositions for role theory (i.e. robotic role theory), and delineates promising future research opportunities.
Link: http://dx.doi.org/10.1108/JOSM-09-2021-0345 [Google]
Eberhardt, W., T. Post, C. Hoet and E. Brüggen (2022): Exploring the first steps of retirement engagement: a conceptual model and field evidence, Journal of Service Management, 33(3151), pp.1-26
Purpose: The authors develop and validate a conceptual model, the retirement engagement model (REM), to understand the relationships between behavioral engagement (retirement information search), cognitive factors and engagement (e.g. beliefs and financial knowledge), emotional engagement (e.g. anxiety), and socio-demographic factors. Approach: The authors derive the REM through a three-step procedure: (1) an extensive literature review, (2) interactive feedback sessions with experts to confirm the model’s academic and managerial relevance, and (3) an empirical test of the REM with field data (N = 583). The authors use a partial least squares (PLS) structural equation model and examine heterogeneity through a finite mixture model. Design/methodology/approach: Around the globe, people are insufficiently engaged with retirement planning. The customer engagement literature offers rich insights into antecedents, outcomes, and barriers to engagement. However, customer engagement literature lacks insights into cognitive, emotional and behavioral factors that drive engagement in retirement planning, a utilitarian service context, which is important for financial well-being. Findings: Beliefs such as perceived susceptibility, severity, benefits, barriers, and self-efficacy, together with trust and retirement anxiety, explain people’s search for pension information. These factors can be used to define three clear, actionable segments of consumers. Originality/value: The findings advance the customer engagement and transformative service research literature by generating insights on engagement with retirement planning, a utilitarian rather than hedonic service context that is especially relevant for financial well-being. The findings inform managerial practice and emphasize the relevance of including cognitive and emotional engagement factors that trigger behavioral engagement. The REM can help to improve pension communication. For example, the results indicate that marketers should stress the benefits of, rather than the barriers to, acquiring information.
Link: http://dx.doi.org/10.1108/JOSM-11-2020-0402 [Google]
Adil, M., M. Sadiq, C. Jebarajakirthy, H. I. Maseeh, D. Sangroya and K. Bharti (2022): Online service failure: antecedents, moderators and consequences, Journal of Service Theory and Practice, 32(3152), pp.797-842
Purpose The purpose of this study is to present a systematic review of the online service failure (OSF) literature and conduct an exhaustive analysis of academic research on this emerging research area. Design/methodology/approach The current study has adopted a structured systematic literature review approach to synthesize and assess the OSF literature. Further, the study uses the Theory-Context-Characteristics-Methodology (TCCM) framework to propose future research directions in the OSF domain. Findings This systematic review shows that OSF research is still developing and remains mainly incoherent. Further, the study develops a conceptual framework integrating the frequently reported antecedents, mediators, moderator and consequences in the extant literature. This review also synthesizes the theoretical perspectives adopted for this domain. Research limitations/implications The study followed specific inclusion and exclusion criteria to shortlist articles. Further, articles published only in the English language were considered. Hence, the findings of this review cannot be generalized to all OSF literature. Practical implications This systematic review has classified antecedents into customers’ and service providers’ roles which will enable online service providers to understand all sets of factors driving OSF. It also synthesizes and presents service recovery strategies and emphasizes the role of online customer support to fix OSF. Originality/value The OSF literature is still developing and remains highly incoherent, suggesting that a synthesized review is needed. This study has systematically reviewed and synthesized the OSF literature to study its development over time and proposes a framework which provides a comprehensive understanding of OSF.
Link: http://dx.doi.org/10.1108/JSTP-01-2022-0019 [Google]
Anasori, E., K. G. Kucukergin, M. Soliman, F. Tulucu and L. Altinay (2022): How can the subjective well-being of nurses be predicted? Understanding the mediating effect of psychological distress, psychological resilience and emotional exhaustion, Journal of Service Theory and Practice, 32(3153), pp.762-780
Purpose This paper aims to examine the relationships among work–family conflict (WFC), cognitive regulation, psychological resilience (PR), psychological distress (PD), emotional exhaustion (EE) and subjective well-being (SWB) in a very complex model based on job demands–resources. Also, mediator roles of PD, PR and EE are analyzed. Design/methodology/approach Data for the study were collected from 158 full-time nurses working in two hospitals in North Cyprus. Partial Least Squares-Structural Equation Modelling (PLS-SEM) was used to test the model. Findings The authors’ findings reveal that cognitive emotion regulation reduces employees’ WFC. WFC also has a negative effect on employees’ SWB directly and through the mediating role of EE. However, the role of PR in the relationship between cognitive emotion regulation and PD was not significant. Originality/value The study adds the original views for hospitals and service providers to recognize the factors which exert detrimental effects on employees’ mental health and also the factors which help them to tackle the harsh situation specifically in the time of crisis. Theoretical and practical implications are provided in the study.
Link: http://dx.doi.org/10.1108/JSTP-01-2022-0008 [Google]
Curșeu, P. L., A. Gheorghe, M. Bria and I. C. Negrea (2022): Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct, Journal of Service Theory and Practice, 32(3154), pp.781-796
Purpose The authors present a fist attempt to test the mediating role of humor in the relation between unruly passenger behavior and occupational stress in cabin crews. Design/methodology/approach This study used an experience sampling design to investigate the relationship between a frequent job hassle in air service provision, namely unruly passenger behavior (UPB), and the stress experienced by flight attendants. Findings The results of multilevel analyses show that UPB is positively related to the use of aggressive humor and negatively related to the use of affiliative humor in cabin crews. Moreover, humor mediates the relationship between unruly passenger behavior and stress. In addition the results show that general self-efficacy as a personal resource buffers the association between passenger misconduct and the use of aggressive humor. Originality/value This study is among the first empirical attempts to explore the role of humor as a mediator between uncivil customer behavior and stress in air service employee.
Link: http://dx.doi.org/10.1108/JSTP-03-2022-0060 [Google]
Edström, A., B. Nylander, J. Molin, Z. Ahmadi and P. Sörqvist (2022): Where service recovery meets its paradox: implications for avoiding overcompensation, Journal of Service Theory and Practice, 32(3155), pp.1-13
Purpose The service recovery paradox (SRP) is the phenomenon that happens when customer satisfaction level post-service failure and recovery surpasses the customer satisfaction level achieved at error-free service. The aim of this study was to identify how large the size of compensation has to be at recovery for customer satisfaction to surpass that of error-free service (i.e. to identify a threshold value for SRP). The purpose of this is to inform managers how to restore customer satisfaction yet avoid overcompensation. Design/methodology/approach The paper covers two studies. Study 1 used the novel approach of asking participants who had experienced a service failure in the hotel industry what amount of money (recovery) would make them more satisfied than in the case of error-free service. Study 2 then tested the compensation levels expressed by Study 1 participants to be sufficient for the service recovery paradox to occur. Findings Study 1 indicated that the threshold for the SRP was (on average) around 1,204 SEK, or just over 80% of the original room reservation price of 1,500 SEK (approx. $180). Study 2 found that (on average) the customer satisfaction of participants who received 1,204 SEK in compensation for service failure marked the point where it surpassed that of error-free service. Participants who received 633 SEK were less satisfied; participants who received 1,774 SEK were more satisfied. Research limitations/implications The findings are context-specific. Future research should test the findings’ generalizability. Practical implications The approach used in this paper could provide managers with a tool to guide their service recovery efforts. The findings could help hotel managers to make strategic decisions to restore customer satisfaction yet avoid overcompensation, given a legitimate service failure in which the organization is at fault. Originality/value Numerous previous studies have investigated the occurrence or absence of the SRP at predetermined compensation levels. This paper used a novel approach to find a quantitative threshold at which the magnitude of the recovery effort makes customer satisfaction surpass that of error-free service.
Link: http://dx.doi.org/10.1108/JSTP-06-2021-0120 [Google]
Karlsson, J. and P. Skålén (2022): Learning resource integration by engaging in value cocreation practices: a study of music actors, Journal of Service Theory and Practice, 32(3156), pp.14-35
Purpose This paper explores how actors engage in the situated learning of resource integration (RI) within value cocreation practices (VCPs). VCPs are collectively shared and organized routine activities that actors perform to cocreate value. Design/methodology/approach This paper draws on a qualitative study of how successful music actors engage in VCPs and learn RI. Interviews and observations were used to collect data that were analyzed by drawing on the Gioia methodology. Findings The findings illuminate the types of VCPs actors engage in to learn RI, the ways in which actors learn RI by engaging in VCPs, and how social contexts condition actors’ learning of RI. Research limitations/implications This paper offers a framework for understanding actors’ situated learning of RI by engaging in VCPs. It illuminates the VCPs that actors engage in to learn RI, how actors advance from peripheral to core participation through their learning, the ways in which actors learn RI by engaging in VCPs, and how social contexts condition actors’ situated learning of RI. Implications for the scarce prior research on how actors learn RI are presented. Practical implications To contribute to innovative solutions and sustainable growth, managers and policymakers need to offer actors opportunities to learn and make space for actors with competencies that may be important and needed in future VCPs. Originality/value In focusing on how actors learn RI by engaging in VCPs, this study draws on theories of communities of practices and situated learning, as well as practice theoretical service research.
Link: http://dx.doi.org/10.1108/JSTP-09-2021-0193 [Google]
Mishra, A. and T. Anning-Dorson (2022): Dynamic customer-oriented relational capabilities: how do they impact internationalizing firm performance?, Journal of Service Theory and Practice, 32(3157), pp.843-871
Purpose This work proposes that a multi-national service company (MNSC) needs to develop dynamic customer-oriented relational capabilities (DCRC), constituting dynamic service customization (DySC), dynamic customer integration (DyCI) and dynamic timeliness of service delivery (DyTSD) capabilities, to gain competitive advantage and performance in its internationalization efforts. Design/methodology/approach For empirical validation of the framework, developed through qualitative interviews, this study includes multi-cross-sectional data from twelve countries, four each in the category of underdeveloped (Africa), developing (Asia) and developed economies (Europe). Covariance-based structural equation modelling is used to test the hypotheses. Findings The study supports that DySC, DyCI and DyTSD capabilities have a significant positive influence on firm competitive advantage and performance across economies. The levels of competition intensity and regulatory restrictions, an outcome of the type of economy, have negative intervening effects, with varying intensities across economies. Practical implications This work guides the internationalization service managers to leverage DCRC across national borders keeping the state of the economy into consideration. Originality/value This work proposes a model of DCRC, based on the Intangibility, Heterogeneity, Inseparability and Perishability (IHIP) service framework, that enables firms to derive competitive advantage and performance across economies with varying environmental conditions.
Link: http://dx.doi.org/10.1108/JSTP-10-2021-0202 [Google]
Yen, H. R., P. J.-H. Hu, Y.-C. Liao and J.-Y. Wu (2022): Effects of the manager’s goal orientation on frontline service employees’ service–sales ambidexterity conversion, Journal of Service Theory and Practice, 32(3158), pp.737-761
Purpose Ambidextrous frontline service employees (FSEs), capable of delivering quality services and carrying out sales responsibilities too, are crucial to service firms. This study seeks to extend ambidexterity research by examining how a manager’s goal orientation could influence FSEs’ ambidextrous conversion. The authors draw on achievement goal theory and conceptualize a link between a manager’s achievement goal orientation and employees’ service–sales ambidexterity (SSA). The authors then apply conservation of resources theory to complement this high-level conceptualization, hypothesize mediating roles of important resources that can facilitate employees’ SSA, and the authors test them empirically. Design/methodology/approach This study adopts a questionnaire survey design. The empirical test relies on multilevel path analyses of dyadic data from 341 FSEs and 39 managers of a major logistics service company in Taiwan. Findings Managers with a prominent learning goal orientation can facilitate and foster FSEs’ SSA through developmental inducements and change-related self-efficacy, two important resources for their ambidextrous conversion. Managers with a strong performance-avoid goal orientation instead might hinder employees’ SSA conversion, due to a negative impact on developmental inducements. Furthermore, SSA enhances FSEs’ service delivery value and sales performance. Originality/value By analyzing and empirically testing the influence pathways of essential resources perceived by FSEs, which channel the effects of a manager’s goal orientation to employees’ SSA conversion, this study offers insights about how managers can support and foster FSEs’ service–sales ambidextrous conversion.
Link: http://dx.doi.org/10.1108/JSTP-02-2022-0042 [Google]
Smith, N. A., L. Martinez, S. Xu and C. J. Waterbury (2022): Providing Positive Individuating Information to Reduce Stereotype-Based Negativity in Service Encounters, Cornell Hospitality Quarterly, (3159), pp.1
With the increasingly diverse workforce in the hospitality and tourism industry, it is imperative to identify strategies to reduce biases in the workplace. Across two studies, we examined the utility of providing individual-level positive individuating information as a strategy to combat customers’ stereotypes in service encounters. In Study 1, we explored the effectiveness of providing either positive stereotypical or counter-stereotypical individuating information to remediate negative perceptions toward older workers in an experimental vignette study using a hypothetical customer service encounter. In Study 2, we demonstrated the robustness of this technique with a group that has opposing stereotypes compared with older workers (Asian adults). Across these two studies, we found that providing positive counter-stereotypical individuating information most strongly affected customers’ satisfaction ratings of employees by boosting positive counter-stereotypical perceptions of both older and Asian targets. We discuss the implications of our study along with possible future research related to individual-level strategies to reduce workplace discrimination.
Link: http://dx.doi.org/10.1177/19389655221127263 [Google]
Zhang, Y., C. Shum and A. Belarmino (2022): “Best Employers”: The Impacts of Employee Reviews and Employer Awards on Job Seekers’ Application Intentions, Cornell Hospitality Quarterly, (3160), pp.1
While hospitality researchers have examined the impacts of user-generated content on customers, research regarding the impacts of employee reviews on job seekers’ application intentions is scarce. Yet, labor shortages in the hospitality industry have been amplified in recent years. The tight job market requires organizations to use aggressive and proactive recruitment strategies. As online employee reviews can attract both active and passive job seekers, organizations are increasingly advertising their jobs on these sites. This study draws on the elaboration likelihood model (ELM) and tests the boundary condition of work experience on the effects of overall star-ratings and employer awards on job seekers’ application intention. Through an experimental survey, this study sought to fill the gap regarding the impacts of employee-generated star-ratings and employer awards on job seekers’ application intentions. Both star-ratings and employer awards are positively related to organizational prestige. Hospitality work experience moderates the relationship between star-ratings and organizational prestige. The relationship is stronger for novice job seekers than for experienced job seekers. Organizational prestige, in turn, increases job seekers’ application intentions. Our findings extend the recruitment literature and highlight the potential usage of ELM as an explorative framework in hospitality recruitment research. The study also provides suggestions for hospitality employers to attract job seekers.
Link: http://dx.doi.org/10.1177/19389655221130741 [Google]
Liu, S.-H. (2022): Work-leisure conflict and emotional labor in hospitality: a moderated-mediation model, Service Industries Journal, (3161), pp.1-23
This study examined the relationship between work-leisure conflict and emotional labor and tested the moderated-mediation effect of the need for recovery under different levels of supervisor support. It was based on a sample of 529 Taiwan front-line hospitality employees. The results indicate that work-leisure conflict is positively related to surface acting but negatively related to deep acting. The impact of work-leisure conflict on surface acting and deep acting is mediated by the need for recovery. However, this mediating effect is moderated by supervisor support. The results suggest that front-line employees’ work-leisure conflict issues are relevant to, and should be supported by, hospitality industry managers. In practical terms, these findings have significant implications for promoting inclusive and sustainable employment and decent performance for all in hospitality industry. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2126837 [Google]
Baptista, R., A. S. Ribeiro, S. N. Batool, C.-F. Cheng and S. Kraus (2022): Entrepreneurial team diversity and start-up growth in consulting and hospitality, Service Industries Journal, (3162), pp.1-23
This study examines how human capital diversity in entrepreneurial teams relates to new venture growth in two distinct service industries: hospitality and knowledge-based consultancy. Drawing on longitudinal linked employer-employee data from Portugal, we use large representative samples of start-ups founded and managed by entrepreneurial dyads to identify configurations of team members’ human capital resources linked to high venture growth. We find that high-growth entrepreneurial dyads are strongly homogeneous in hospitality but rather more diverse in knowledge-based consulting. We propose that differences in successful entrepreneurial teams across these sectors are likely associated with industry context concerning human capital requirements and environmental uncertainty: while team homogeneity succeeds in the relatively stable environment of hospitality services, volatility in knowledge-based consulting favors greater diversity. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2138357 [Google]
Fu, X. and J. Pang (2022): Effect of e-referral incentive programs on referrer loyalty on social platforms, Service Industries Journal, 42(3163), pp.1234-1255
E-referral incentive programs are key instruments to carry out relationship marketing on social platforms. This study explores the effect of e-referral incentive programs on customer loyalty and its mechanisms. Two theories, the cognitive dissonance theory and the attention resource theory are adopted in this study, and therefore, referral dissonance and audience size are introduced as a mediator and a context variable separately. The results show that (1) the reward size and reward scheme have a significant interaction effect on customers’ repurchase intention and their re-referral intention; (2) this kind of interaction effect can be mediated by cognitive dissonance; and (3) the effect of referral incentive programs on customer loyalty will be influenced by the audience size. This study also explains how the referral incentive programs influence customer loyalty in social platforms and therefore can serve as a theoretical guidance for enterprises aiming to develop e-referral incentive programs.
Link: http://dx.doi.org/10.1080/02642069.2018.1505872 [Google]
Lu, H., J. Hong, Q. Chen and P. Deng (2022): Impact of overseas M&As on Chinese service enterprises’ market value, Service Industries Journal, 42(3164), pp.1256-1276
China’s services sector mergers and acquisitions (M&As) in emerging economies, such as the Belt and Road Strip (BRS), have been increasing rapidly. Past studies have focused on M&A market value performance (MVP) in developed regions and industry sectors, ignoring M&As in emerging economies and services sectors. Drawing on signal theory effects of M&A announcements on MVP, this study assessed the performance of Chinese stock market reactions to M&A announcements and the key factors in M&A MVP in emerging economies and service sectors. The study is based on an event study of a sample of Chinese service sector M&A announcements in the BRS during the years 2013–2017. The findings indicate that China’s service sector M&As in the BRS have achieved significantly positive MVP since 2013. MVP was statistically significant only in the technology services and public services sub-sectors. M&A contract size was positively related to service sector M&A MVP. The authors discuss implications of the study findings for future research and managerial practice. (English)
Link: http://dx.doi.org/10.1080/02642069.2019.1608189 [Google]
Sengupta, S., T. T. Niranjan, M. Krishnamoorthy and W. van der Valk (2022): A client-centric risk-based taxonomy of service triads, Service Industries Journal, 42(3165), pp.1211-1233
In client-provider-customer service triads, direct interactions between the providers and customers result in clients’ exposure to various risks. This paper develops a taxonomy of service triads based on four attributes of outsourced services that result in those risks: 1) business impact; 2) customer contact; 3) mode of interaction; and 4) relationship continuity. We conduct a qualitative study to develop a contextually rich understanding of the resulting taxonomy. Characterization of the four taxons, namely, ‘low-hazard,’ ‘easily-monitored,’ ‘to-be-watched,’ and ‘vulnerable’ service triads, based on agency theory, contributes to the understanding of how these services have traits and risks that are different from one another. It also provides insights into how the providers in each of the four taxons should be contracted and managed. (English)
Link: http://dx.doi.org/10.1080/02642069.2018.1504923 [Google]
Yeap, J. A. L., S. K. Ooi, E. H. T. Yapp and N. Ramesh (2022): Preloved is reloved: investigating predispositions of second-hand clothing purchase on C2C platforms, Service Industries Journal, (3166), pp.1-25
The democratisation of online commerce and calls for sustainable fashion consumption have led consumers to turn to consumer-to-consumer (C2C) online platforms for second-hand clothing. Grounded on the Integrative Model of Behavioural Prediction (IMBP), this study sought to establish the necessary motivations affecting one’s attitude and intention towards purchasing second-hand clothing on C2C platforms. Based on the data gathered from 303 users of C2C platforms and analysed using Partial Least Squares Structural Equation Modelling, it was revealed that sustainability motivations, economic motivations, and situational frugality positively affects attitude and in turn attitude, along with perceived norms and self-efficacy determines one’s intention to purchase second-hand clothing on C2C platforms. Furthermore, performance risk and social risk negatively moderates the relationship between attitude and intention to purchase second-hand clothing on C2C platforms. As such, this paper offers theoretical and practical implications for both IMBP and second-hand clothing purchase on C2C platforms. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2127689 [Google]
Vatankhah, S. and M. Darvishi (2022): Unpacking solutions to counterproductive work behavior using hybrid fuzzy MCDM, Service Industries Journal, 42(3167), pp.1123-1150
Counterproductive work behavior has long been a concerning issue for organizations. Specially service organizations, including airlines, seem to confront the prevalence of such negative work behavior. Nevertheless, a general guideline to curb counter-productivity does not exist. In light of fuzzy theory, this study applied fuzzy Delphi and fuzzy analytical hierarchy process to develop a hierarchical evaluation index to identify and rank strategic solutions to cope with counterproductive work behavior in the airline industry. The results revealed that ethical concerns and ethical leadership are the most critical coping strategic criteria and sub-criteria, respectively. This study advances the current knowledge in counterproductive work behavior literature and offers a managerial toolbox to manage and reduce such behavior in the airline industry. (English)
Link: http://dx.doi.org/10.1080/02642069.2021.2012164 [Google]
Chen, J. and L. Liu (2022): Effectuation, SME service innovation, and business customers’ value perception, Service Industries Journal, (3168), pp.1-36
Despite extensive research focus on the role of resource integration and combination in service innovation, the influence of decision-making logic has not been scrutinized. This study aims to examine the influence of effectuation, a distinct control-oriented decision-making logic, on small and medium-sized enterprises’ (SMEs) service innovation. Based on a survey of Chinese manufacturing SMEs, the findings show that effectuation has an inverted U-shaped relationship with incremental service innovation but a linear positive relationship with radical service innovation. Moreover, environmental uncertainty reinforces the relationship of effectuation with incremental and radical service innovation. Finally, the relationship with business customers’ value perception is positive for incremental service innovation but inverted U-shaped for radical service innovation. The findings offer unique insights into the importance of effectuation for SMEs’ service innovation in uncertain environments, as well as for customers’ value perception in the business market. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2143494 [Google]
Zhang, L., W. Wei and N. Hua (2022): Service security breaches: the impact of comparative optimism, Service Industries Journal, 42(3169), pp.1190-1210
The main purpose of this research is to examine the joint effects of error management, error locality, and individuals’ comparative optimism on consumers’ attitudes and intentions to spread negative word-of-mouth. To explore consumers’ reactions, a 2 (Error management: Yes vs. No) x 2 (Error locality: Focal vs. Competitor) x 2 (Comparative optimism: High vs. Low) experiment was employed. Results indicated that when the focal hotel is breached, individuals who are high on comparative optimism exhibit more positive attitudes and a lower level of intentions to spread negative word-of-mouth when error management is presented (vs. no error management). When a competitor is breached, people show similar levels of attitudes and behavioral intentions regardless of the conditions of error management. Findings of this research contribute to strategic planning and policymaking regarding information security. (English)
Link: http://dx.doi.org/10.1080/02642069.2020.1861251 [Google]
Wang, M., S. M. Rasoolimanesh, P. Kunasekaran and Y. Zhao (2022): Understanding over-ordering behaviour in social dining: integrating mass media exposure and sense of ‘Mianzi’ into the Norm Activation Model, Service Industries Journal, (3170), pp.1-20
Food waste in the hospitality sector has become a global issue. Although over-ordering behaviour has been recognised as a primary source of food waste at restaurants, limited research has focused on its underlying mechanisms. Given the void, this study aims to investigate over-ordering behaviour in social dining by integrating the construct of mass media exposure and sense of ‘Mianzi’ into the Norm Activation Model (NAM) in the context of China’s ‘Clean Plate’ campaign. Data were collected from 651 respondents through an online survey and analysed using partial least squares-structural equation modelling (PLS-SEM). This study provides empirical evidence that China’s ‘Clean Plate’ campaign effectively alters people’s personal norms but fails to change the prevailing over-ordering custom significantly. Additionally, this study shows that subjective descriptive norm and sense of ‘Mianzi’ significantly affect over-ordering behaviour, while the effects of the personal norm and subjective injunctive norm are insignificant. Particularly, the findings indicate that the ‘Mianzi’ culture is still the main influencing factor of over-ordering behaviour. By incorporating mass media exposure and sense of ‘Mianzi’ into NAM, this study is of great theoretical significance to the food waste literature and of valuable practical significance to the hospitality industry. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2138356 [Google]
El-Said, O., S. Elhoushy and S. Al Bulushi (2022): How do online review valence and ratings interact with consumer-generated visuals?, Service Industries Journal, (3171), pp.1-30
The growth of social media and technology has given online reviews more importance and popularity. Consumer-generated visuals (pictures and videos), together with words and numerical components, are increasingly being used in online reviews. However, more research is necessary to understand how these components interact. This study aims to examine the relationships between review valence, numerical ratings, and hotel booking intentions, and investigate the interactions between consumer-generated visuals and demographics on these relationships. An online questionnaire was used to collect data using a convenience sample of 418 customers from Oman. The proposed model was tested using Structural Equation Modeling. The results demonstrated that negative review valence, positive review valence, and rating usefulness are all significant predictors of hotel booking intentions. The results also show that young and female customers are more affected by review valence and rating usefulness. Consumer-generated visuals play a moderating role, where the relationships between hotel booking intentions and review valence and ratings are weaker when customers are attentive to visuals. The study’s results underline the role of negative valence, rating usefulness and visuals, and offer theoretical and practical implications. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2142214 [Google]
Aggarwal, A., W. M. Lim, D. Jaisinghani and K. Nobi (2022): Driving service-oriented organizational citizenship behavior through error management culture, Service Industries Journal, (3172), pp.1-40
This research endeavors to analyze the influence of error management culture on service-oriented organizational citizenship behavior (SOOCB) through the lenses of perceived procedural justice, customer-employee exchange, employee engagement, and gender differences. To do so, this research conducts structural equation modeling on the aforementioned relationships using survey data of 559 frontline employees from four- and five-star hotels in India. In doing so, this research finds that error management culture has a direct positive influence on perceived procedural justice and customer-employee exchange, and an indirect positive influence on SOOCB through perceived procedural justice, customer-employee exchange, and employee engagement. This research also reveals that gender moderates the relationships between error management culture and customer-employee exchange, and employee engagement and SOOCB. The discussion of implications, limitations, and future directions concludes the paper. (English)
Link: http://dx.doi.org/10.1080/02642069.2022.2147160 [Google]
Benoit, S., J. Hartmann, C. Sichtmann, M. Wetzels (2022): The Differential Effects of CSR and CSI on Consumer Willingness to Pay: Implications for Service Providers and Retailers,Journal of Service Management Research, 6(2), pp. 82-103.
https://doi.org/10.5771/2511-8676-2022-2-82
Service providers and retailers reselling branded have the discretion to set and adapt prices according to customers’ willingness to pay (WTP). Research often notes markup effects, such that WTP increases in response to corporate social responsibility (CSR) and markdown effects, lowering their WTP for corporate social irresponsibility (CSI). Theory suggests attitude changes to (negative) CSI are stronger than to (positive) CSR, but the extent and whether this difference holds for WTP and across various product types are unknown. Using experimental data, an incentive-compatible measure, and an actual purchase, this article reports on three studies that show that consumers mark up WTP for CSR and mark down WTP for CSI. The differential effects arise across brands; compared with WTP for a competitor brand, the acceptable price of a focal CSR/CSI brand is marked down more than it is marked up. Comparing the WTP for a focal brand relative to the average CSR performance of that brand does not produce any within-brand differential effects The evidence also indicates a product type effect: Consumer WTP adaptation for CSR or CSI is stronger for utilitarian than for hedonic products. These findings have implications for service providers, retailers and manufacturing firms, as well as for further research.
Evanschitzky, H., M. Linzmajer, D. M. Woisetschläger, S. Basuroy (2022): Retail Website Interactivity and Firm Performance, Journal of Service Management Research, 6(2), pp. 104-117.
https://doi.org/10.5771/2511-8676-2022-2-104
Interactivity is an important feature of retail websites. Some research suggests that interactivity can be increased by implementing additional features while other studies point to the fact that “objective” interactivity – as measured by the mere number of features – is quite different from perceived interactivity (PI). Interestingly, while there seems to be initial evidence about the consequences of PI, a comprehensive assessment of attitudinal and behavioral outcomes of PI as well as the impact of PI on (objective) website and firm performance using field data has not been offered. Our study attempts to fill that void. Based on objective performance data of the top 500 retail websites over two years as well as ratings on 35 interactivity features, we find the majority of objective interactivity indicators to be unrelated to PI. Perceived responsiveness and perceived control relate positively to retailers’ sales differences. Perceived communication and objective responsiveness show negative indirect effects on sales, giving rise to the assumption that unobserved heterogeneity of the retailers’ websites might explain these counterintuitive findings.
Haager, S., M. Büttgen, Z. Ates, J. H. Schumann (2022): Customer Participation Stress in Service Encounters: Developing a Customer Participation Demands-Resources Model, Journal of Service Management Research, 6(2), pp. 118-131.
https:// doi.org/10.5771/2511-8676-2022-2-118
Prior customer participation research has mostly focused on its positive effects and largely neglected potential negative outcomes. However, customer participation might be stressful and such customer participation stress (CPS) may have negative consequences on customers’ perceptions and behavior during the service process. This research extends previous research by investigating the stressors within the actual customer participation process as well as its negative effects. Based on a critical incident study, the authors develop a comprehensive model of CPS by adjusting the job demands-resources (JD-R) model to the customer participation context. The authors test the model with data from German retail banks’ customers (N=522). The results confirm that customers experience CPS. The adapted JDR model explains this stress, show that participation demands increase and participation resources reduce CPS. In contrast with prior research, we did not find that social support buffers but even enhances the negative effects of participation demands on CPS. Findings moreover reveal that CPS impairs customer participation. Managers can use these findings to improve their customer participation strategies according to CPS and its drivers.
Heinz, D., C. Benz, J. Bode, F. Hunke, G. Satzger (2022): Exploring the Potential of Smart Service Systems: A Multi-Actor View on Affordances and Their Actualization, Journal of Service Management Research, 6(2), pp. 132-146.
https://doi.org/10.5771/2511-8676-2022-2-132
Smart physical products increasingly shape a connected world and serve as boundary objects for the formation of ‘smart service systems’. While these systems bear the potential to co-create value between partners in various industries, IS research still struggles to fully capture the phenomenon to support successful digital innovation in IoT settings. In our work, we analyze the phenomenon of smart service systems taking an affordance-actualization perspective. Based on a qualitative content analysis of a multi-case study, we identify elements and propositions to build mid-range theoretical knowledge for smart service systems. These conceptual findings are further illustrated with a real-world case study. We suggest that providers and users of smart products not only realize their own affordances via their actions but can affect the immediate concrete outcomes of partners. The developed theoretical framework and six distinct propositions should build the theoretical base for further research into the phenomenon in related disciplines.
Ferdinand, M., C. Schultz, S. Hoffmann (2022): Silver Generation’s Acceptance of Digital Platforms for Person-Centered Services: A Mixed-Methods Study of the Roles of Trust, Organizational Purpose, and User Integration,Journal of Service Management Research, 6(3), pp. 148-166.
https://doi.org/10.5771/2511-8676-2022-3-148
The study examines factors influencing trust and the intention to use digital platforms for person-centered services by the silver generation (age 60+). The study shows to what extent different organizational purposes (for-profit, non-profit) of a platform operator and the possibility of user integration in innovation processes and the operational control and supervision influence trust in the platform operator and the intention to use digital service platforms. A three-factorial online experiment was conducted with 250 potential users of digital service platforms. Additionally, 20 participants were interviewed for qualitative insights. The results provide empirical evidence that trust largely explains the intention to use digital service platforms. While non-profit operators benefit from a higher level of trust, the control and supervision function of users may compensate for trust deficits of for-profit operators. Surprisingly, users’ involvement in the innovation process reduces trust, which is discussed considering the qualitative interviews.
Sunghan, R., K. Cheng, M. Schreieck (2022): User Value Perception of Native Apps versus Mini Programs: A Means-End Theory Approach, Journal of Service Management Research, 6(3), pp. 167-180.
https://doi.org/10.5771/2511-8676-2022-3-167
This study examines the differences between native mobile applications (native apps) and mini programs (MPs) by identifying the attributes and consequences of both types of applications and comparing users’ value perceptions of them. We employ the means-end theory approach, suggesting a hierarchical representation of attributes, consequences, and values. 11 in-depth qualitative interviews were conducted with experienced users of native apps and MPs in the tourism and travel context. The interviews generated two lists of attributes, consequences, and values from the coding processes: one for native apps and the other for MPs. Eight hierarchical value maps are created according to the association between the components at different levels, suggesting shared and unique values generated from using MPs in conjunction with native apps. Our study contributes to the pioneering literature on MPs and, more broadly, to the literature on mobile platform ecosystems in information systems and service research.
Bruhn, M., B. Bürkin, K. Hadwich (2022): A Duality Based Perspective on Successful Servitization – Conceptualizing a Dual Transformation Structure and Transformation Paths, Journal of Service Management Research, 6(3), pp. 181-203.
https:// doi.org/10.5771/2511-8676-2022-3-181
Akalan, R., E. Böhm, A. Eggert (2022): Servitization in the Manufacturing Industry: Where Do We Stand? Where Do We Come From?, Journal of Service Management Research, 6(3), pp. 204-213.
https://doi.org/10.5771/2511-8676-2022-3-204
Manufacturers are increasingly shifting their strategic focus from products to services to create customer value and defend a competitive edge in the marketplace. The transition process from product- to service-centric logic is referred to as servitization. Despite a large and growing body of academic literature, we are missing a descriptive view on the current state and the varying transition trajectories towards servitization in manufacturing industries. Against this backdrop, we provide a comprehensive empirical analysis of the servitization process in the U.S. manufacturing industry over the last 10 years. Using a unique panel dataset of 1,381 U.S. manufacturers, we draw a pronounced picture of firms’ servitization trajectories. Our descriptive results establish servitization as an ongoing trend in several sectors of the manufacturing industry. The commercial machinery and electronic equipment sectors put the strongest emphasis on services, while services play only a minor role in the chemical products sector. Moreover, we distinguish different service types and reveal their specific role in the servitization process. Product-oriented services, such as maintenance and repair services, have reached a high yet saturated level of strategic importance; customer-oriented services, such as systems and solutions, have become the major focus of the ongoing servitization process. A fine-grained analysis reveals considerable differences between large and medium-sized enterprises. These insights help managers to benchmark and improve their servitization strategy.
Böhm, E., A. Eggert, I. Garnefeld, H. H. Holzmüller, T. Schaefers, L. Steinhoff, D. M. Woisetschläger (2022): Exploring the Customer Journey of Voice Commerce: A Research Agenda,Journal of Service Management Research, 6(4), pp. 216-231.
https://doi.org/10.5771/2511-8676-2022-4-216
Voice commerce creates unprecedented opportunities for consumers and vendor firms to interact, engage, and relate. With artificial intelligence-powered voice assistants, consumers can make technology-mediated purchases without using their tactile senses, which represents a new space for commercial interactions. Drawing on the customer journey as an organizing framework, this article proposes a structured research agenda, in an attempt to shed light on the bright side effects of voice commerce while also acknowledging concerns for consumer protection and society in general. Voice assistants can enhance every stage of the purchase journey, yet their use might have negative consequences for customer relationships. In the prepurchase stage, voice assistants can act as information curators or manipulators. In the purchase stage, voice assistants can adopt roles as shopping concierges or impediments. In the postpurchase and usage stage, voice assistants can become trusted relationship partners or hostile intruders in consumers’ lives.
Kocheise, L., M. Büttgen (2022): “The more, the merrier?” – A Systematic Review of the Effects of Technology-Induced Employee Transparency on Frontline Service Employees, Journal of Service Management Research, 6(4), pp. 232-244.
https://doi.org/10.5771/2511-8676-2022-4-232
Technology infusion in the service encounter is profoundly altering the workplace of frontline service employees. As digitalization increasingly enables data-driven transparency of employee conduct, this paper argues for a more employee-centric approach to organizational transparency, consequently introducing technology-induced employee transparency as a refined transparency conceptualization. Further, service literature has largely neglected studying the implications of frontline technology use on frontline workers. In an effort to fill this void in organizational frontline research, this paper provides an interdisciplinary systematic literature review on technology-induced transparency and its effects on employees and their work outcomes in related fields like management, psychology, social sciences, and computer science. Reflecting on the findings, directions for future research in the service management domain are proposed.
Gliem, S. (2022): A Systematic Literature Review of Frontline Employee Influence Factors, Journal of Service Management Research, 6(4), pp. 245-261.
https://doi.org/10.5771/2511-8676-2022-4-245
Service research acknowledged that frontline employees have a key role in making service better. Frontline employees have leverage on different aspects of service. In their roles as facilitators, information distributors, and value-co-creators they are, as said by their designation, at the front line with the customer. They are crucial for, among others, word of mouth, customer retention, and service recovery. Therefore, it is worth looking into the negative and positive influence factors. The review results provide the top researched frontline employee influence factors and the correspondent research results. Researchers can draw on the pool of literature, which is provided on every factor and possible measures when designing an empirical study targeting one of the identified research gaps.
Ernens, S., C. Delcourt, L. Dessart, L. Baiwir (2022): Frontline Employees’ Attitude Toward Embodied Social Robots in Customer Service: An Integrative Framework and Empirical Test, Journal of Service Management Research, 6(4), pp. 262-274.
https://doi.org/10.5771/2511-8676-2022-4-262
Embodied social robots-robots providing services for and in cocreation with consumers-are expected to profoundly change the way services are delivered. Yet, their integration in customer service poses a challenge: their adoption by frontline employees (FLEs). Accordingly, this study aims to examine FLEs’ attitude toward embodied social robots and to uncover its antecedents. This work presents an integrative framework which builds upon the technology acceptance model and examines the influence of potential factors on FLEs’ attitude toward embodied social robots. An online survey among 165 FLEs is used to test the integrative framework. Despite the growing knowledge regarding customers’ perceptions of (embodied social) robots, the perspective of FLEs is under-investigated while crucial to foster FLEs’ acceptance of such robots. This research concludes with several strategies service providers can implement to possibly enhance FLEs’ attitude toward embodied social robots, and thus, to support their adoption by FLEs.
