{"id":5761,"date":"2017-11-28T23:56:42","date_gmt":"2017-11-29T04:56:42","guid":{"rendered":"http:\/\/www.servsig.org\/wordpress\/?p=5761"},"modified":"2017-11-28T23:56:42","modified_gmt":"2017-11-29T04:56:42","slug":"articles-in-service-journals-november-2017","status":"publish","type":"post","link":"https:\/\/www.servsig.org\/wordpress\/2017\/11\/articles-in-service-journals-november-2017\/","title":{"rendered":"Articles in Service Journals – November 2017"},"content":{"rendered":"

Considered\u00a0Service-specific journals<\/strong>\u00a0were 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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For more information about the alert system methodology go\u00a0here<\/a><\/em><\/p>\n

For all previous alerts go\u00a0here<\/a><\/em><\/p>\n

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\"\"<\/a>Jung-Hua, C. (2017):\u00a0The role of\u00a0relationship on\u00a0time and monetary compensation,\u00a0<\/strong>Service Industries Journal<\/em>, 37(0), pp.919-935<\/p>\n

Service failures are inevitable in the service industry. In this study, the author suggests that companies that only provide monetary compensation for service failures are following a risky recovery strategy. Instead, service managers should consider the offered compensation\u2019s fit with customer relationship type. The author proposes and empirically tests several hypotheses about service failures and how customers in\u00a0communal\u00a0relationship with service firms prefer time compensation (saving time), while customers in exchange relationships prefer monetary compensation (saving money). The results are evidence that properly matching relationship type (i.e. communal and exchange) with compensation type (i.e. time and monetary) can help recover customers\u2019 overall satisfaction and restore the customer\u2013service company relationship. The author concludes this article with a discussion of the practical implications and\u00a0suggest\u00a0future research directions. (English)<\/p>\n

Link:\u00a0http:\/\/dx.doi.org\/10.1080\/02642069.2017.1365843<\/a>\u00a0[Google<\/a>]<\/em><\/p>\n

Sang-June,\u00a0P.\u00a0and Y. Youjae (2017):\u00a0A composite measure of performance\u2013expectation and performance-only measures,\u00a0<\/strong>Service Industries Journal<\/em>, 37(0), pp.936-947<\/p>\n

Performance\u2013expectation measures and performance-only measures of service quality have been widely used in the literature. However, either of the two measures is not sufficient to explain customers\u2019 evaluation of service quality and satisfaction. Their assumptions are too restrictive to explain the evaluation processes. From an analytic perspective, this paper derives a composite measure integrating both measures for service quality. The previous measures are nested in the composite measure. Due to this feature, the composite measure is more flexible than the previous measures. It can account for conflicting theories and empirical findings supporting each of the two measures. Furthermore, the composite measure allows us to interpret the link between service quality and customer satisfaction more intuitively. (English)<\/p>\n

Link:\u00a0http:\/\/dx.doi.org\/10.1080\/02642069.2017.1369968<\/a>\u00a0[Google<\/a>]<\/em><\/p>\n

Taheri, B., A. Jafari and B. Okumus (2017):\u00a0Ceremonious politeness in consuming food in VFR tourism: scale development,\u00a0<\/strong>Service Industries Journal<\/em>, 37(0), pp.948-967<\/p>\n

Understanding the desire for visiting friends and relatives (VFR) has been examined in previous studies. Yet, research on the antecedences and consequences of\u00a0social\u00a0interaction between host and guest in VFR tourism has not received enough attention. Addressing this gap, this study introduces ceremonious politeness (CP) by tourists in consuming food as a cultural code that facilitates the establishment of a communally arranged form of social interaction. Using a mixed methods scale-development approach (e.g. Delphi technique, qualitative interviews, and surveys) during 14 months in 2015\u20132016, it develops and validates a CP scale to measure the impact of self-accountability and perceived others\u2019 control on tourists\u2019 sense of self-blame in social interaction situation related to consuming food in VFR tourism. The study contributes to the body of knowledge by introducing the concept of CP in a non-commercial setting (English)<\/p>\n

Link:\u00a0http:\/\/dx.doi.org\/10.1080\/02642069.2017.1369969<\/a>\u00a0[Google<\/a>]<\/em><\/p>\n

Yong\u00a0You, N., L. Austin Rong Da and C. Dun Ji (2017):\u00a0Assessing the effect of organic-food short storytelling on consumer response,\u00a0<\/strong>Service Industries Journal<\/em>, 37(0), pp.968-985<\/p>\n

This study explores the influence of organic food storytelling on consumer response. A random sampling method was used to select organic food retail stores and\u00a0markets,\u00a0and then collected 578 valid samples by a quota sampling method. Four storytelling types, including individual story, environmental story, price story, and food therapy story, were based on interview results. Based on partial least squares results, organic food storytelling indeed led consumers to prefer natural food, with food therapy storytelling being the most important factor that influenced their preference for natural food. This was followed by\u00a0environmental\u00a0story, price story, with the individual story being the last one. Except for the individual story type, the other three story types established more positive consumer attitudes toward organic food. The preference for natural food increased consumers\u2019 purchase intention, followed by\u00a0attitude\u00a0toward organic food, and finally by\u00a0individual\u00a0story. (English)<\/p>\n

Link:\u00a0http:\/\/dx.doi.org\/10.1080\/02642069.2017.1371143<\/a>\u00a0[Google<\/a>]<\/em><\/p>\n

Sorensen, A. and J. Drennan (2017):\u00a0Understanding value-creating practices in social media-based brand communities,\u00a0<\/strong>Service Industries Journal<\/em>, 37(0), pp.986-1007<\/p>\n

For service providers hosting social media-based brand communities, understanding the use of value-creating practices enables them to enhance their customers\u2019 brand community experiences and facilitate value. Yet, extant social media-based brand community research neglects to examine the uses of practices in commonly occurring, direct service provider customer interactions that may\u00a0be value\u00a0co-creative. Thus, for a more holistic view of value creation, and informed by service logic, this study applies\u00a0netnography\u00a0to observe participants\u2019 uses of practices in two social media-based cause brand communities, in both direct and indirect interactions. The findings reveal that participants predominantly employ practices in direct interactions and act as value co-creators. The findings extend empirical evidence into value-creating practices in social media-based brand communities. They also highlight how cause\u00a0organisations\u00a0should plan their uses of practices to facilitate the types of value-creating interactions they seek (i.e. direct and value co-creating, or indirect and independently value creating). (English)<\/p>\n

Link:\u00a0http:\/\/dx.doi.org\/10.1080\/02642069.2017.1373098<\/a>\u00a0[Google<\/a>]<\/em><\/p>\n

de Vries, H. J. and F. M. Go (2017):\u00a0Developing a common standard for authentic restaurants,\u00a0<\/strong>Service Industries Journal<\/em>, 37(0), pp.1008-1028<\/p>\n

This paper investigates the paradox of authenticity versus\u00a0standardisation. It examines the features that constitute restaurant authenticity and determines whether these can be\u00a0standardised\u00a0within an alliance of top restaurants to reap the benefits of commonalities among the restaurants. We determine the features of authenticity by examining the literature, by interviewing owners and managers of alliance restaurants and by means of a consumer survey. The results show several discrepancies. Combining these three data sources allowed us to distinguish between essential and peripheral features of authenticity. This distinction can help to define a standard for restaurant authenticity, specifying minimum levels for essential features of authenticity. (English)<\/p>\n

Link:\u00a0http:\/\/dx.doi.org\/10.1080\/02642069.2017.1373763<\/a>\u00a0[Google<\/a>]<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Considered\u00a0Service-specific journals\u00a0were Journal of Service Research, Journal of Service Management, Journal of Services Marketing, Journal of Service Theory and Practice, Service Industries Journal, Cornell Hospitality Quarterly, and Service Science. For more information about the alert system methodology go\u00a0here For all previous alerts go\u00a0here Jung-Hua, C. (2017):\u00a0The role of\u00a0relationship on\u00a0time and monetary compensation,\u00a0Service Industries Journal, 37(0), […]<\/p>\n","protected":false},"author":1,"featured_media":3835,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[168,10],"tags":[],"_links":{"self":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/5761"}],"collection":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/comments?post=5761"}],"version-history":[{"count":2,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/5761\/revisions"}],"predecessor-version":[{"id":5902,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/5761\/revisions\/5902"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/media\/3835"}],"wp:attachment":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/media?parent=5761"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/categories?post=5761"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/tags?post=5761"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}