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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Han, M. and Y. Park (2019): Developing smart service concepts: morphological analysis using a Novelty-Quality map, Service Industries Journal, 39(43591), pp.361-384
Among many techniques for generating new service ideas, morphological analysis has been used due to the advantage of decomposing the system into dimensions and shapes and bringing creative results in the process of recombining them. However, with the rise of smart service systems, the determination of dimensions and shapes has become a critical problem, particularly as both their structure and components become complex. This research focuses on a data-driven approach by incorporating mobile app service documents to increase objectivity and diversity in the construction of a morphology matrix. To this end, firstly, the novelty-quality map is developed to identify innovative data based on quantitative indicators. Secondly, morphological analysis is employed along with experts’ judgment in order to generate new smart service concepts. Finally, the feasibility and effectiveness of the proposed approach are shown based on a comparative analysis with conventional approaches and real services through a case study of smart home.
Link: http://dx.doi.org/10.1080/02642069.2018.1548616 [Google]
Jeon, H.-M., F. Ali and S.-W. Lee (2019): Determinants of consumers’ intentions to use smartphones apps for flight ticket bookings, Service Industries Journal, 39(43591), pp.385-402
This study examines customers’ adoption and acceptance of smartphone apps to book their flight tickets. By integrating customers’ innovativeness, involvement and perceived trust as additional variables, this study extends the Unified Theory of Acceptance and Use of Technology (UTAUT) and proposes a theoretical model that includes seven explanatory variables of the customers’ behavioural intentions: performance expectancy, effort expectancy, social influence, facilitating conditions, customers’ innovativeness, customers’ involvement and perceived trust. Data were collected from 369 customers who had booked their flight tickets via smartphone apps and was further analysed by employing partial least squares (PLS). Findings suggest that performance expectancy, facilitating conditions, customer innovativeness and perceived trust are positive and significant determinants of customers’ intentions to book their flight tickets on smartphone apps. Accordingly, several important implications for academics and industry decision makers are formulated.
Link: http://dx.doi.org/10.1080/02642069.2018.1437908 [Google]
Stankov, U. and V. Filimonau (2019): Reviving calm technology in the e-tourism context, Service Industries Journal, 39(43591), pp.343-360
Tourism industry practitioners should understand the controversial nature of the information and communication technology (ICT) proliferation to ensure that ICT solutions do not consume too much of consumer attention, thus jeopardising enjoyment of tourism services. The concept of calm technology or calm design serves this purpose. Calm design suggests that technology should quietly recede in the background and come into play with users when and if required, thus delivering and/or enhancing a desired consumer experience. Although this concept is of relevance to e-tourism, it has never been considered within. This is where this paper contributes to knowledge as, for the first time, it introduces calm design into the e-tourism realm and critically evaluates the determinants of its broader adoption within the tourism industry. It places calm design in the e-tourism context, discusses its implications for customer service management, supply chain management and destination management, and discloses opportunities for future research.
Link: http://dx.doi.org/10.1080/02642069.2018.1544619 [Google]
Ahmed, S. and D. H. Ting (2019): The shopping list in goal-directed shopping: scale development and validation, Service Industries Journal, 39(43591), pp.319-342
This paper aims to develop and validate a shopping list scale in a goal-directed shopping context based on three complementary study phases (and literature review): shopper interviews (exploratory stage to identify the items and dimensions), a pilot study with 162 respondents for scale purification, and a refined questionnaire administered to 213 respondents (to establish reliability, convergent, discriminant and nomological validity). An exploratory factor analysis shows that the items load onto four factors: memory aid, money controller, shopping controller, and deviation controller. We performed confirmatory factor analysis to test the model and check for reliability and validity of the anticipated scale. The model fit and reliability levels are acceptable, as are the convergent and discriminant validities of the scale. The scale is a second-order factor, thus satisfying nomological validity. The shopping list scale should be of interest to researchers and retail managers in exploring factors and outcomes of goal-directed shopper behaviour.
Link: http://dx.doi.org/10.1080/02642069.2018.1532997 [Google]
Gupta, M., M. Shaheen and M. Das (2019): Engaging employees for quality of life: mediation by psychological capital, Service Industries Journal, 39(43591), pp.403-419
The objective of this study is to examine the mediating role of psychological capital (PsyCap) between work engagement and the six dimensions of quality of work life (QoWL). Data were collected from the employees working in the accident and emergency department of tertiary hospitals in India involved in rendering emergency healthcare services. Structural analysis showed that PsyCap fully mediates the relationship between work engagement and control at work and partially between work engagement and the other five dimensions of QoWL. These results augment broaden and build theory by explaining the role of PsyCap in channelizing the positive effect of work engagement to improve employees’ QoWL. Hospitals with the accident and emergency department are encouraged to recruit psychologically capable employees. Such employees can transfer the benefits of their personal resources and engagement to the quality of life at work and be less prone to burnout.
Link: http://dx.doi.org/10.1080/02642069.2018.1462799 [Google]
Sayil, E. M., A. Akyol and G. Golbasi Simsek (2019): An integrative approach to relationship marketing, customer value, and customer outcomes in the retail banking industry: a customer-based perspective from Turkey, Service Industries Journal, 39(43591), pp.420-461
Given how important it is to provide superior value to customers and to maintain customer loyalty for a sustainable competitive advantage, the aim of this paper is to examine the relationships among relationship marketing components of – trust, competency, commitment, communication, and conflict handling, – relationship investment, relationship quality, perceived customer value, satisfaction and loyalty in an integrated framework in the Turkish retail banking industry. Unlike previous studies, this research extends the literature by analysing affective as well as cognitive dimensions in the same model with a holistic view by simultaneously examining the direct and indirect effects of the related concepts. The distinctive nature of this study is its evaluation of customer satisfaction and loyalty from the perspective of actual consumers. The research model was tested using data collected from 685 retail banking customers by applying structural equation modelling. The findings show that relationship marketing induces loyalty through relationship quality, customer value, and satisfaction, which are mainly provided by trust, communication, and relationship investment. Furthermore, relationship investment and relationship quality are the most important factors in the development of customer value, satisfaction, and loyalty. The emotional value dimension, which captures the affective aspects of perceived value, has the strongest effect on both satisfaction and loyalty.
Link: http://dx.doi.org/10.1080/02642069.2018.1516755 [Google]
