{"id":9111,"date":"2020-01-14T17:16:51","date_gmt":"2020-01-14T22:16:51","guid":{"rendered":"http:\/\/www.servsig.org\/wordpress\/?p=9111"},"modified":"2020-01-14T17:16:51","modified_gmt":"2020-01-14T22:16:51","slug":"articles-in-service-journals-sep-oct-2019-part-1-2","status":"publish","type":"post","link":"https:\/\/www.servsig.org\/wordpress\/2020\/01\/articles-in-service-journals-sep-oct-2019-part-1-2\/","title":{"rendered":"Articles in Service Journals \u2013 Sep\/Oct 2019 – part 1"},"content":{"rendered":"

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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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Benoit, S., S. Klose, J. Wirtz, T. W. Andreassen and T. L. Keiningham (2019): Bridging the data divide between practitioners and academics: Approaches to collaborating better to leverage each other’s resources, <\/strong>Journal of Service Management<\/em>, 30(5), pp.524-548<\/p>\n

Purpose: Organizations (data gatherers in the context) drown in data while at the same time seeking managerially relevant insights. Academics (data hunters) have to deal with decreasing respondent participation and escalating costs of data collection while at the same time seeking to increase the managerial relevance of their research. The purpose of this paper is to provide a framework on how, managers and academics can collaborate better to leverage each other’s resources. Design\/methodology\/approach: This research synthesizes the academic and the managerial literature on the realities and priorities of practitioners and academics with regard to data. Based on the literature, reflections from the world’s leading service research centers, and the authors’ own experiences, the authors develop recommendations on how to collaborate in research. Findings: Four dimensions of different data realities and priorities were identified: research problem, research resources, research process and research outcome. In total, 26 recommendations are presented that aim to equip academics to leverage the potential of corporate data for research purposes and to help managers to leverage research results for their business. Research limitations\/implications: This paper argues that both practitioners and academics have a lot to gain from collaborating by exchanging corporate data for scientific approaches and insights. However, the gap between different realities and priorities needs to be bridged when doing so. The paper first identifies data realities and priorities and then develops recommendations on how to best collaborate given these differences. Practical implications: This research has the potential to contribute to managerial practice by informing academics on how to better collaborate with the managerial world and thereby facilitate collaboration and the dissemination of academic research for the benefit of both parties. Originality\/value: Whereas the previous literature has primarily examined practitioner\u2013academic collaboration in general, this study is the first to focus specifically on the aspects related to sharing corporate data and to elaborate on academic and corporate objectives with regard to data and insights.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JOSM-05-2019-0158<\/a> [Google<\/a>] <\/em><\/p>\n

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Verhulst, N., A. De Keyser, A. Gustafsson, P. Shams and Y. Van Vaerenbergh (2019): Neuroscience in service research: an overview and discussion of its possibilities, <\/strong>Journal of Service Management<\/em>, 30(5), pp.621-649<\/p>\n

Purpose: The purpose of this paper is to discuss recent developments in neuroscientific methods and demonstrate its potential for the service field. This work is a call to action for more service researchers to adopt promising and increasingly accessible neuro-tools that allow the service field to benefit from neuroscience theories and insights. Design\/methodology\/approach: The paper synthesizes key literature from a variety of domains (e.g. neuroscience, consumer neuroscience and organizational neuroscience) to provide an in-depth background to start applying neuro-tools. Specifically, this paper outlines the most important neuro-tools today and discusses their theoretical and empirical value. Findings: To date, the use of neuro-tools in the service field is limited. This is surprising given the great potential they hold to advance service research. To stimulate the use of neuro-tools in the service area, the authors provide a roadmap to enable neuroscientific service studies and conclude with a discussion on promising areas (e.g. service experience and servicescape) ripe for neuroscientific input. Originality\/value: The paper offers service researchers a starting point to understand the potential benefits of adopting the neuroscientific method and shows their complementarity with traditional service research methods like surveys, experiments and qualitative research. In addition, this paper may also help reviewers and editors to better assess the quality of neuro-studies in service.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JOSM-05-2019-0135<\/a> [Google<\/a>] <\/em><\/p>\n

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Verleye, K. (2019): Designing, writing-up and reviewing case study research: an equifinality perspective, <\/strong>Journal of Service Management<\/em>, 30(5), pp.549-576<\/p>\n

Purpose: Several researchers struggle with designing, writing-up and reviewing case study research, but constructing a template for describing and justifying methodological choices is \u2013 in contrast with quantitative research \u2013 undesirable due to the creative nature of qualitative research. Therefore, the purpose of this paper is to provide insight into the multitude of paths to rigorous case study research and promote rigorous case study research in the service community. Design\/methodology\/approach: Based upon a review of seminal articles and textbooks, different paths to rigorous case study research are identified. Subsequently, these paths are compared with existing practices in case studies in service research published between March 2017 and April 2019. Findings: Seminal articles and textbooks detail different paths to achieve rigor with regard to research purpose, design, data, analyses and write-up. Overall, the most popular paths in the service community are those proposed by Eisenhardt and Yin. Meanwhile, service researchers increasingly challenge the dichotomy between the inductive and deductive logic by choosing an abductive logic. Transparency and reflexivity are the main points of attention among service researchers doing case study research. Originality\/value: By providing insight into the multitude of paths to rigorous case study research along with their popularity in the service community, this paper helps service researchers to balance rigor and creativity when engaging in case study research. Additionally, this paper offers a framework for reviewing case study research in terms of rigor and creativity.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JOSM-08-2019-0257<\/a> [Google<\/a>] <\/em><\/p>\n

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Villarroel Ordenes, F. and S. Zhang (2019): From words to pixels: text and image mining methods for service research, <\/strong>Journal of Service Management<\/em>, 30(5), pp.593-620<\/p>\n

Purpose: The purpose of this paper is to describe and position the state-of-the-art of text and image mining methods in business research. By providing a detailed conceptual and technical review of both methods, it aims to increase their utilization in service research. Design\/methodology\/approach: On a first stage, the authors review business literature in marketing, operations and management concerning the use of text and image mining methods. On a second stage, the authors identify and analyze empirical papers that used text and image mining methods in services journals and premier business. Finally, avenues for further research in services are provided. Findings: The manuscript identifies seven text mining methods and describes their approaches, processes, techniques and algorithms, involved in their implementation. Four of these methods are positioned similarly for image mining. There are 39 papers using text mining in service research, with a focus on measuring consumer sentiment, experiences, and service quality. Due to the nonexistent use of image mining service journals, the authors review their application in marketing and management, and suggest ideas for further research in services. Research limitations\/implications: This manuscript focuses on the different methods and their implementation in service research, but it does not offer a complete review of business literature using text and image mining methods. Practical implications: The results have a number of implications for the discipline that are presented and discussed. The authors provide research directions using text and image mining methods in service priority areas such as artificial intelligence, frontline employees, transformative consumer research and customer experience. Originality\/value: The manuscript provides an introduction to text and image mining methods to service researchers and practitioners interested in the analysis of unstructured data. This paper provides several suggestions concerning the use of new sources of data (e.g. customer reviews, social media images, employee reviews and emails), measurement of new constructs (beyond sentiment and valence) and the use of more recent methods (e.g. deep learning).<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JOSM-08-2019-0254<\/a> [Google<\/a>]<\/em><\/p>\n

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Benedettini, O. and A. Neely (2019): Service providers and firm performance: investigating the non-linear effect of dependence, <\/strong>Journal of Service Management<\/em>, 30(6), pp.716-738<\/p>\n

Purpose: Servitized manufacturers can leverage close relationships with external providers of product-related services to mobilize value creation and improve the responsiveness of their offerings to customer needs. The purpose of this paper is to investigate the economic link between the relational embeddedness of external service providers, as arising from the key dimension of dependence, and firm performance. Design\/methodology\/approach: The study evaluates financial statement data pertaining to 190 dyadic relationships of servitized manufacturers with service providers operating in downstream channels and accounting for more than 10 per cent of their revenue. Findings: The results indicate that service providers’ dependence has an inverted U-shaped relationship with manufacturers’ return-on-assets (ROA), via non-linear effects on return-on-sales and asset turnover. The results therefore suggest that the observed U-shaped relationship for ROA is driven by diminishing returns of dependence in terms of both differentiation ability and operational efficiency. Research limitations\/implications: Future research could examine other dimensions of embeddedness, as well as contingency factors that may influence the embeddedness\u2013performance relationship. Practical implications: The study conclusions suggest that managers of servitized firms should foster the embeddedness of external service providers, but they should also be careful to maintain an adequate level of dependence to maximize benefits and minimize liabilities. Originality\/value: The study adds to the limited research delving into inter-firm relationships between servitized manufacturers and external service providers. It empirically demonstrates the economic effects of service providers’ dependence-based embeddedness, challenging the general assumption about a monotonic positive effect of relational embeddedness.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JOSM-11-2018-0361<\/a> [Google<\/a>]<\/em><\/p>\n

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Leo, W. W. C., G. Laud and C. Yunhsin Chou (2019): Service system well-being: conceptualising a holistic concept, <\/strong>Journal of Service Management<\/em>, 30(6), pp.766-792<\/p>\n

Purpose: The purpose of this paper is to develop a concept of service system well-being by presenting its collective conceptualisation and ten key domains. Design\/methodology\/approach: Service system well-being domains were established using multi-level theory and a qualitative case study research design. To validate the domains initially developed from the literature, 19 in-depth interviews were conducted across two case studies that represented the service systems of a hospital and a multi-store retail franchise chain. A multi-stakeholder approach was used to explore the actor’s perspectives about service system well-being. Key domains of service system well-being were identified using deductive categorisation analysis. Findings: The findings found evidence of ten key domains of well-being, namely strategic, governance, leadership, resource, community, social, collaborative, cultural, existential and transformational, among service system stakeholders. Research limitations\/implications: Service system well-being is a collective concept comprising ten domains that emerged at different levels of the service system. The propositions outlined the classification of and interlinkages between the domains. This exploratory study was conducted in a limited service context and focussed on ten key domains. Practical implications: Service managers in commercial and social organisations are able to apply the notion of service system well-being to identify gaps and nurture well-being deficiencies within different domains of service-system well-being. Originality\/value: Based on multi-level theory, the study is the first to conceptualise and explore the concept of service system well-being across multiple actors.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JOSM-01-2019-0036<\/a> [Google<\/a>] <\/em><\/p>\n

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Leroi-Werelds, S. (2019): An update on customer value: state of the art, revised typology, and research agenda, <\/strong>Journal of Service Management<\/em>, 30(5), pp.650-680<\/p>\n

Purpose: The context of marketing and service research is rapidly changing as a result of advances in academic research and business practice. This has implications for our understanding of customer value. The purpose of this paper is to provide an update on customer value given today’s context (including recent advances such as technologies, human contact, collaborative consumption, service ecosystems and transformative service research); to revise Holbrook’s value typology; and to propose a research agenda. Design\/methodology\/approach: This paper uses a conceptual approach that is rooted in the service and marketing literature. Findings: The contribution of this paper is threefold. First, this paper presents an evolved view on customer value which accounts for recent advances in academic research and business practice. Second, this paper updates Holbrook’s value typology by revising existing value types as well as identifying additional value types; and offers guidelines for measuring and modeling customer value. Third, this paper proposes a research agenda to guide and stimulate future value research. Originality\/value: This paper provides an update on customer value, which is one of the most fundamental concepts in service and marketing research. This updated perspective has been approved and applauded by Morris B. Holbrook, one of the founding fathers of value research.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JOSM-03-2019-0074<\/a> [Google<\/a>] <\/em><\/p>\n

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Prestes Joly, M., J. G. Teixeira, L. Patr\u00edcio and D. Sangiorgi (2019): Leveraging service design as a multidisciplinary approach to service innovation, <\/strong>Journal of Service Management<\/em>, 30(6), pp.681-715<\/p>\n

Purpose: Service design is a multidisciplinary approach that plays a key role in fostering service innovation. However, the lack of a comprehensive understanding of its multiple perspectives hampers this potential to be realized. Through an activity theory lens, the purpose of this paper is to examine core areas that inform service design, identifying shared concerns and complementary contributions. Design\/methodology\/approach: The study involved a literature review in two stages, followed by a qualitative study based on selected focus groups. The first literature review identified core areas that contribute to service design. Based on this identification, the second literature review examined 135 references suggested by 13 world-leading researchers in this field. These references were qualitatively analyzed using the NVivo software. Results were validated and complemented by six multidisciplinary focus groups with service research centers in five countries. Findings: Six core areas were identified and characterized as contributing to service design: service research, design, marketing, operations management, information systems and interaction design. Data analysis shows the various goals, objects, approaches and outcomes that multidisciplinary perspectives bring to service design, supporting them to enable service innovation. Practical implications: This paper supports service design teams to better communicate and collaborate by providing an in-depth understanding of the multiple contributions they can integrate to create the conditions for new service. Originality\/value: This paper identifies and examines the core areas that inform service design, their shared concerns, complementarities and how they contribute to foster new forms of value co-creation, building a common ground to advance this approach and leverage its impact on service innovation.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JOSM-07-2017-0178<\/a> [Google<\/a>] <\/em><\/p>\n

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Teixeira, J. G., L. Patr\u00edcio and T. Tuunanen (2019): Advancing service design research with design science research, <\/strong>Journal of Service Management<\/em>, 30(5), pp.577-592<\/p>\n

Purpose: Service design is a multidisciplinary approach that is key to service innovation, as it brings new service ideas to life. In this context, the development of new service design methods and models for creating new service futures is an important stream of service design research. Such developments can benefit from a systematized research methodology that builds on existing knowledge and robustly evaluates the suitability of research contributions. To address this challenge, the purpose of this paper is to present design science research (DSR), an established methodology from the information systems field, and examine how it can be useful for service design research by supporting the development of new artifacts, such as service design constructs, methods and models. Design\/methodology\/approach: This paper presents DSR and related literature and shows how DSR can support service design research through a step-by-step approach. A methodology to develop prescriptive-driven solutions for classes of problems, DSR can support service design research in developing rigorous and relevant research. One illustrative example of a service design research effort using the DSR approach is presented. Findings: Building on DSR’s robust methodological background, this paper discusses how DSR can support service design research, namely, through the development of new methods and models, and how DSR can be adapted to leverage service design research participatory, iterative, human-centric and creative approach. Originality\/value: This paper provides an overview of DSR and proposes it as a methodology to conduct service design research, offering step-by-step guidance on the application of DSR in service design research and discussing how it can be adapted according to the specific characteristics of service design research and drive future research.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JOSM-05-2019-0131<\/a> [Google<\/a>] <\/em><\/p>\n

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van der Burg, R.-J., K. Ahaus, H. Wortmann and G. B. Huitema (2019): Investigating the on-demand service characteristics: an empirical study, <\/strong>Journal of Service Management<\/em>, 30(6), pp.739-765<\/p>\n

Purpose: Technological developments and new customer expectations of immediacy have driven businesses to adopt on-demand service models. The purpose of this paper is to study the characteristics of a range of on-demand services in order to better understand the meaning of “on-demand” and its implications for service management. This enables the on-demand service logic to be applied to other service contexts, where it may add value for customers. Design\/methodology\/approach: The study starts with a focused literature review and continues with a multiple case study methodology, as the on-demand service concept is in the early stages of theory development. Seven cases were studied, based on a maximum variation sampling strategy. Findings: The results show that on-demand services are characterized by three interrelated characteristics: being highly available, responsive and scalable. Analysis further reveals that on-demand services display differences within the conceptual boundaries of these characteristics, i.e. they vary in terms of their availability, responsiveness and scalability. Originality\/value: Drawing on these findings, the study contributes to the service literature by being the first to specifically conceptualize and define the on-demand services concept and reveal three key characteristics that clarify the distinctive nature of this service type. Accordingly, on-demand services are clearly differentiated from other services. Additionally, the paper discusses the variety within on-demand services and develops an on-demand service continuum that gives detailed insights into the conceptual variations within such services.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JOSM-01-2019-0025<\/a> [Google<\/a>] <\/em><\/p>\n

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Abu Farha, A. K., P. S. Koku, S. O. Al-Kwifi and Z. U. Ahmed (2019): Services marketing practices in diverse cultures: Canada compared to Qatar, <\/strong>Journal of Services Marketing<\/em>, 33(7), pp.771-782<\/p>\n

Purpose: The service marketing literature has traditionally argued that the marketing practices of service firms that operate in diverse cultures should also differ. This paper aims to investigate this argument by examining the marketing practices of service firms in two highly diverse countries “Canada and Qatar” in the context of a contemporary conceptual framework. Design\/methodology\/approach: Survey data were collected in both countries using a self-administered questionnaire that was used in previous contemporary marketing practice (CMP) studies. The data analysis was conducted in two stages. First, descriptive statistics were used to determine cross-national differences in the intensity of use of various CMP activities in Qatar compared to Canada. Second, cross-national differences in various combinations of marketing practices were identified using a cluster analysis. Findings: The results indicate that service firms in both countries have more similarities than differences and that the overall patterns of marketing practices are similar. In addition, the firms’ marketing practices reflect aspects of all four marketing approaches rather than just one. Research limitations\/implications: The study was conducted in only two countries, thus generalisability of its findings and conclusions may not be possible. Practical implications: The results of this study can help marketers to better understand the changing marketing environment and identify new marketing solutions when operating in different environments. Originality\/value: This study enhances the literature on service marketing and expands the application of the CMP framework to a new context that has not been addressed in previous studies.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-02-2018-0062<\/a> [Google<\/a>] <\/em><\/p>\n

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Bergel, M., P. Frank and C. Brock (2019): The role of customer engagement facets on the formation of attitude, loyalty and price perception, <\/strong>Journal of Services Marketing<\/em>, 33(7), pp.890-903<\/p>\n

Purpose: This study aims to investigate the influence of customer satisfaction on four facets of customer engagement: customer influencer behavior, knowledge behavior, referral behavior and purchase behavior. Furthermore, its (in)direct influence on affective attitude, price perception and loyalty is investigated. Design\/methodology\/approach: Two studies were conducted. First, an experimental scenario design was set up to investigate the hypothesized relations between customer engagement; customers’ affective attitude and their loyalty; and their price perceptions. Second, a survey at a national forest park center helped to secure external validity. Findings: The results indicate that engaged customers develop a more positive affective attitude, which leads to increased future loyalty and positive price perceptions. In addition, the results suggest that assessing cognitive approaches exclusively is not sufficient for understanding customers’ price perceptions. Research limitations\/implications: Future research should investigate antecedents of customer engagement behaviors (CEBs) other than satisfaction, and extend this research by taking into account further mediators that might be cognitive rather than affective. Practical implications: The results are of superior importance for services or tourism destinations. Fostering CEB can help in improving a destinations’ performance. Originality\/value: This research expands the current state of literature by investigating several dimensions of CEB at one time, as well as by examining customers’ affective attitude toward the organization as a potential mediator, extending previous research approaches.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-01-2019-0024<\/a> [Google<\/a>] <\/em><\/p>\n

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Cheung, L. and J. R. McColl-Kennedy (2019): Addressing vulnerability: what role does marketing play?, <\/strong>Journal of Services Marketing<\/em>, 33(6), pp.660-670<\/p>\n

Purpose: The purpose of this paper is to critically explore the connection between social marketing and transformative service research (TSR), providing a conceptual framework and implications for both theory and practice. The research explores the role marketing plays in a political deterrence campaign and its impact on service systems in meeting the needs of refugees and asylum seekers. Design\/methodology\/approach: This qualitative research is based on 24 in-depth interviews with service providers, and refugees and asylum seekers and a critical discourse analysis examining campaign materials including political press statements, news media articles and government policy documents. Findings: This paper explores where social marketing and TSR intersect in their aims to promote social change. TSR calls on marketers to address vulnerability related to social issues such as poverty, forced migration and discrimination. The research provides evidence that service systems actors use practices of resistance to challenge dominant discourses in attempts to relieve suffering for refugees and asylum seekers. Research limitations\/implications: The authors contribute by extending the body of work that investigates how service systems can relieve suffering. The study also examines how marketing tactics and strategies underpin a political campaign designed to deter asylum seekers crossing sovereign borders. The research makes three important contributions. First, the research focuses on a significant international problem of better understanding how service systems can relieve suffering for refugees and asylum seekers. Second, it examines how oppositional discourses impact on service systems’ ability to create and sustain social change. Third, it investigates how service systems actors deploy practices of resistance to enact social change. Originality\/value: This research highlights the important role of engaging as consumer-citizens to address social change, particularly for vulnerable groups, such as refugees and asylum seekers.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-09-2018-0271<\/a> [Google<\/a>] <\/em><\/p>\n

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Christ-Brendem\u00fchl, S. and M. Schaarschmidt (2019): Frontline backlash: service employees’ deviance from digital processes, <\/strong>Journal of Services Marketing<\/em>, 33(7), pp.936-945<\/p>\n

Purpose: The purpose of this study is to investigate how the implementation of digital interfaces into service encounters is transforming demands toward frontline service employees. In addition to having the potential to enhance employee\u2013customer interactions, changes related to new technologies can be perceived as stressful by employees and might foster deviation from prescribed processes. Design\/methodology\/approach: Using the transactional theory of stress and coping as a theoretical framework, this paper aims to develop and test a research model to investigate the influence of technology-induced role ambiguity on constructive and destructive process deviance. Data were collected via an online survey of 123 frontline service employees in restaurants that have online reservation systems in use. Findings: The results confirm that employee resistance to change fosters role ambiguity, while self-efficacy reduces the latter. Technology-induced role ambiguity leads to both constructive and destructive process deviance. Originality\/value: By revealing the above relationships, this study contributes to research in services marketing by examining two types of employees’ deviance from customer-facing processes.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-03-2019-0125<\/a> [Google<\/a>] <\/em><\/p>\n

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Davey, J. and C. Gr\u00f6nroos (2019): Health service literacy: complementary actor roles for transformative value co-creation, <\/strong>Journal of Services Marketing<\/em>, 33(6), pp.687-701<\/p>\n

Purpose: Although health-care features prominently in transformative service research, there is little to guide service providers on how to improve well-being and social change transformations. This paper aims to explore actor-level interactions in transformative services, proposing that actors’ complementary health service literacy roles are fundamental to resource integration and joint value creation. Design\/methodology\/approach: In-depth interviews with 46 primary health-care patients and 11 health-care service providers (HSPs) were conducted focusing on their subjective experiences of health literacy. An iterative hermeneutic approach was used to analyse the textual data linking it with existing theory. Findings: Data analysis identified patients’ and HSPs’ health service literacy roles and corresponding role readiness dimensions. Four propositions are developed describing how these roles influence resource integration processes. Complementary service literacy roles enhance resource integration with outcomes of respect, trust, empowerment and loyalty. Competing service literacy roles lead to outcomes of discredit, frustration, resistance and exit through unsuccessful resource integration. Originality\/value: Health service literacy roles \u2013 linked to actor agency, institutional norms and service processes \u2013 provide a nuanced approach to understanding the tensions between patient empowerment trends and service professionals’ desire for recognition of their expertise over patient care. Specifically, the authors extend Frow et al.’s (2016) list of co-creation practices with practices that complement actors’ service literacy and role readiness. Based on a service perspective, the authors encourage transformative service researchers, service professionals and health service system designers, to recognize complementary health service literacy roles as an opportunity to support patients’ resources and facilitate value co-creation.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-09-2018-0272<\/a> [Google<\/a>] <\/em><\/p>\n

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Feng, K., L. Altinay and H. Olya (2019): Social well-being and transformative service research: evidence from China, <\/strong>Journal of Services Marketing<\/em>, 33(6), pp.735-750<\/p>\n

Purpose: This empirical study aims to investigate the influence of socially supportive services provided by commercial senior living services on older customers’ social well-being. This study seeks to test the moderating role of social connectedness on the above associations. It explores necessary conditions and causal recipes from the combination of interactions and social connectedness to predict customers’ social well-being. Design\/methodology\/approach: Data were collected from 190 older customers residing in commercial senior living services in Beijing, Shanghai and Shenyang in China. The proposed structural and configurational models were tested using structural equation modelling and fuzzy-set qualitative comparative analysis (fsQCA). Findings: The results of the model testing illustrate that peers have no influence on the social well-being of older customers. However, positive interactions with employees and outsiders are supportive resources that increase older customers’ social well-being. Social connectedness moderates the relationship between interaction with peers and the social well-being of customers. fsQCA results revealed that complex combinations of interactions and social connectedness predict social well-being. Interactions with employees, peers and outsiders appeared as necessary conditions to achieve social well-being. Originality\/value: This study provides evidence for how commercial senior living services can serve as a space to exchange socially supportive resources with employees and outsiders, which enhance older customers’ social well-being.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-10-2018-0294<\/a> [Google<\/a>] <\/em><\/p>\n

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Glover, T. D. and D. C. Parry (2019): Non-medical health centers \u2013 directions for service researchers, <\/strong>Journal of Services Marketing<\/em>, 33(6), pp.655-659<\/p>\n

Purpose: The purpose of this paper is to provide directions for research on non-medical health service and servicescapes by building off Rosenbaum’s study of social support for men at a resource center for testicular cancer. Design\/methodology\/approach: This paper cites literature and introduces directions for future research. Findings: This paper contains insights on non-medical health services and servicescapes, including the salience of social connection for coping, the need to connect with others who are experiencing the same health issue, the relevance of place and face-to-face contact, the role of leisure in drawing people together and the need to look at these environments critically. Originality\/value: This viewpoint provides insights to anyone interested in transformative service research, particularly those who apply this approach to study health-care services.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-02-2019-0081<\/a> [Google<\/a>] <\/em><\/p>\n

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Guillemot, S. and H. Privat (2019): The role of technology in collaborative consumer communities, <\/strong>Journal of Services Marketing<\/em>, 33(7), pp.837-850<\/p>\n

Purpose: While some collaborative consumption activities are underpinned by commercial logics and dispositions, local collaborative consumer communities are organised around non-commercial values and driven by the desire to organise social relationships differently. These communities are based on the notions of a commons, sharing and reciprocity. However, because they make little use of digital tools (internet to coordinate the exchange of services, social media to communicate), they are not very visible to consumers. This paper aims to identify these non-commercial organisations’ relationship to digital tools and determine how these organisations can generate individual and\/or collective well-being. Design\/methodology\/approach: This study examined the case of the local exchange trading system (LETS), a local collaborative consumer community that practices a moneyless exchange of services. A qualitative study was conducted based on 23 in-depth interviews with LETS managers. Findings: Due to the communities’ local roots and regular face-to-face meet-ups, there did not seem to be a pressing need to use an online platform to coordinate the exchange of services. However, the results showed that the use of digital tools increased these communities’ well-being potential (e.g. development of social ties, solidarity and social equality) while reducing their negative effects (e.g. fatigue due to community involvement and difficulty integrating new members). They also introduce the notions of generation, founder’s personality and management team’s dynamism into the collaborative consumption literature. Originality\/value: It is important to focus on how these “alternative” markets function. Consumers use them but without abandoning more traditional markets. Understanding how they work improves the understanding of the competition they pose to traditional services and how the different ecosystems complement one another.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-12-2018-0361<\/a> [Google<\/a>] <\/em><\/p>\n

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Gurrieri, L. and J. Drenten (2019): Visual storytelling and vulnerable health care consumers: normalising practices and social support through Instagram, <\/strong>Journal of Services Marketing<\/em>, 33(6), pp.702-720<\/p>\n

Purpose: The purpose of this study is to explore how vulnerable healthcare consumers foster social support through visual storytelling in social media in navigating healthcare consumption experiences. Design\/methodology\/approach: This study employs a dual qualitative approach of visual and textual analysis of 180 Instagram posts from female breast cancer patients and survivors who use the platform to narrate their healthcare consumption experiences. Findings: This study demonstrates how visual storytelling on social media normalises hidden aspects of healthcare consumption experiences through healthcare disclosures (procedural, corporeal, recovery), normalising practices (providing learning resources, cohering the illness experience, problematising mainstream recovery narratives) and enabling digital affordances, which in turn facilitates social support among vulnerable healthcare consumers. Practical implications: This study highlights the potential for visual storytelling on social media to address shortcomings in the healthcare service system and contribute to societal well-being through co-creative efforts that offer real-time and customised support for vulnerable healthcare consumers. Social implications: This research highlights that visual storytelling on image-based social media offers transformative possibilities for vulnerable healthcare consumers seeking social support in negotiating the challenges of their healthcare consumption experiences. Originality\/value: This study presents a framework of visual storytelling for vulnerable healthcare consumers on image-based social media. Our paper offers three key contributions: that visual storytelling fosters informational and companionship social support for vulnerable healthcare consumers; recognising this occurs through normalising hidden healthcare consumption experiences; and identifying healthcare disclosures, normalising practices and enabling digital affordances as fundamental to this process.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-09-2018-0262<\/a> [Google<\/a>] <\/em><\/p>\n

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Huang, T.-L., S. Mathews and C. Y. Chou (2019): Enhancing online rapport experience via augmented reality, <\/strong>Journal of Services Marketing<\/em>, 33(7), pp.851-865<\/p>\n

Purpose: The purpose of this study is to draws on self-determination and self-evaluation theories to examine the psychological factors impacted by augmented reality (AR) services, an augmented reality try-on system. This study highlights three characteristics of modality, synchronous sense or ownership and re-processability within an AR try-on experiences as well as the moderating effects of consumers’ body surveillance and fashion consciousness. Design\/methodology\/approach: Using a scenario survey approach, this study designs characteristics of an AR try-on system to examine the research model and the hypotheses. A total of 207 responses are collected and analysed using the SmartPLS 3 statistical software. Findings: The results show that modality, synchronous sense of ownership control and re-processability of AR try-on system positively affect consumer’s rapport experience. Both body surveillance and fashion consciousness significantly moderate the effects of AR try-on service system characteristics on consumer rapport experience. Research limitations\/implications: This study highlights the importance of understanding the implications of the evolution of cyborg consumerism where consumer technology interface systems such as AR, as a source of technologically mediated modality, become part of the consumer’s body, an extension of their body if you will. Practical implications: Based on the study findings, marketing managers can understand how to better use AR to implement digital promotional strategies for various body-involvement products. Originality\/value: Using immersive technologies, this study shows that AR allows a consumer see an authentic self and tangible extension of their physical self in an online shopping setting, thus enhancing a consumer’s online shopping experience.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-12-2018-0366<\/a> [Google<\/a>] <\/em><\/p>\n

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Kabadayi, S. (2019): Understanding employee sabotage while serving refugees: the case of Syrian refugees in Turkey, <\/strong>Journal of Services Marketing<\/em>, 33(7), pp.946-958<\/p>\n

Purpose: Service providers can potentially play a critical role in responding to the global refugee crisis. However, recent evidence suggests that local service employees’ negative and inappropriate behavior is hindering efforts to alleviate the problems faced by refugees. As a response to the call to action to engage with the global refugee crisis in service context and adopting the transformative service research perspective, this paper aims to understand service employees’ motivations to engage in sabotage when they interact with refugees in service settings. Design\/methodology\/approach: This paper focuses on the case of Syrian refugees in Turkey as a context. Using a netnographic study, this study analyzes comments by Turkish service employees in different social media groups and newspapers’ online platforms to reveal the motivations of those employees to engage in sabotage behavior. Findings: The findings of this study revealed employees use five emerging themes as potential motivations to justify their sabotage behavior when serving refugees: perceived scarcity of resources, perceived fairness, perceived identity mismatch, perceived role of government and perceived role of other nations. Research limitations\/implications: The findings of this study have implications for service organizations, communities and governments to manage, change and even remove some of those perceptions that lead to employee sabotage resulting in increased suffering of refugees. Originality\/value: To the best of the author’s knowledge, this is the first study to examine the employee sabotage behavior in the context of serving refugees.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-07-2019-0265<\/a> [Google<\/a>] <\/em><\/p>\n

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Lam, P. and C. Bianchi (2019): Exploring the role of family in enhancing the well-being of patients with developmental disorders, <\/strong>Journal of Services Marketing<\/em>, 33(6), pp.721-734<\/p>\n

Purpose: The purpose of this paper is to investigate how family members co-create value and improve the well-being of patients with chronic developmental disorders, such as Asperger syndrome (AS) that undertake permanent therapy services. Design\/methodology\/approach: Qualitative methodology is used to identify family value co-creation activities and well-being outcomes. Extensive interviews with family members and professional therapists of AS patients were conducted as the main data collection method. Findings: Drawing from previous conceptualizations of value co-creation activities in health contexts, the findings of this study identify the specific value co-creation activities held by family members that influence the different dimensions of well-being for AS patients and their families: co-learning, combining therapies, changing ways of doing things, connecting, co-operation and co-production, managing daily life, motivating, protecting, regulating and establishing roles. The findings also reveal improvements in the following dimensions of patient well-being: autonomy, self-acceptance, purpose in life, positive relationships with others, control of the environment and personal growth. In addition, value co-creation activities also improve family relationships at home and the well-being of patient family members. Originality\/value: This study contributes to the services literature and addresses a gap in transformative service research by exploring the value co-creation activities of family members for improving well-being outcomes of patients with chronic developmental disorders. People with chronic developmental disorders engage in permanent therapy services and tend to have below-average well-being scores, which also extends to their family members.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-12-2018-0365<\/a> [Google<\/a>] <\/em><\/p>\n

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Laud, G., L. Bove, C. Ranaweera, W. W. C. Leo, J. Sweeney and S. Smith (2019): Value co-destruction: a typology of resource misintegration manifestations, <\/strong>Journal of Services Marketing<\/em>, 33(7), pp.866-889<\/p>\n

Purpose: Actors who participate in co-created service experiences typically assume that they will experience improved well-being. However, a growing body of literature demonstrates that the reverse is also likely to be true, with one or more actors experiencing value co-destruction (VCD), rather than value co-creation, in the service system. Building on the notion of resource misintegration as a trigger of the VCD process, this paper offers a typology of resource misintegration manifestations and to present a dynamic conceptualization of the VCD process. Design\/methodology\/approach: A systematic, iterative VCD literature review was conducted with a priori aims to uncover the manifestations of resource misintegration and illustrate its connection to VCD for an actor or actors. Findings: Ten distinct manifestations of resource misintegration are identified that provide evidence or an early warning sign of the potential for negative well-being for one or more actors in the service system. Furthermore, a dynamic framework illustrates how an affected actor uses proactive and reactive coping and support resources to prevent VCD or restore well-being. Originality\/value: The study presents a typology of manifestations of resource misintegration that signal or warn of the potential for VCD, thus providing an opportunity to prevent or curtail the VCD process.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-01-2019-0022<\/a> [Google<\/a>] <\/em><\/p>\n

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Nicholls, R. and M. Gad Mohsen (2019): Managing customer-to-customer interaction (CCI) \u2013 insights from the frontline, <\/strong>Journal of Services Marketing<\/em>, 33(7), pp.798-814<\/p>\n

Purpose: The purpose of this study is to explore the capacity of frontline employees (FLEs) to provide insights into customer-to-customer interaction (CCI) and its management in service organisations. Design\/methodology\/approach: This exploratory study used focus groups and semi-structured in-depth interviews with FLEs to investigate their experiences and reflections in dealing with CCI in a complex service setting in the UK. Findings: FLEs are able to recall CCI encounters, both positive (PCCI) and negative (NCCI), with ease. They are capable of conceptualising and exploring complex nuances surrounding CCI encounters. FLEs can distinguish levels of seriousness of negative CCI and variations in customer sensitivity to CCI. FLEs vary in their comfort in intervening in negative CCI situations. Whilst FLEs draw on skills imparted in an employee-customer interaction context, they would benefit from CCI-specific training. Propositions are advanced for further empirical testing. Research limitations\/implications: The authors studied FLE views on CCI in a customer-centric service organisation in the UK. Future research should further address the FLE perspective on CCI in less service-driven organisations and in other countries. A wide range of themes for further research are proposed. Practical implications: The insights presented will assist service managers to assess the CCI context of their own organisation and develop strategies and guidelines to support FLEs in detecting, understanding and responding to CCI encounters. Social implications: The paper highlights and discusses the complexity of intervening in negative CCI encounters in socially inclusive service environments. Originality\/value: Based on FLE-derived perceptions of CCI, the paper contributes conceptually to CCI knowledge by identifying the existence of “concealed CCI”, distinguishing between gradual and sudden CCI intervention contexts and exploring the human resource development consequences of this distinction, with original implications for service management. The study also contributes to extending the scope of research into triadic service interactions.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-11-2018-0329<\/a> [Google<\/a>] <\/em><\/p>\n

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Previte, J. and N. Robertson (2019): A continuum of transformative service exchange: insights for service and social marketers, <\/strong>Journal of Services Marketing<\/em>, 33(6), pp.671-686<\/p>\n

Purpose: Transformative service research (TSR) and social marketing share a common goal, which is to institute social change that improves individual and societal well-being. However, the mechanism via which such improved well-being results or so-called “transformation” occurs, is not well understood. The purpose of this paper is to examine the claims made in the TSR literature to identity the themes and scholarly meaning of “transformative” service exchange; ascertain the mechanisms used in service contexts to realize transformation, including to motivate long-term, sustainable societal change; and develop a transformative service exchange continuum to guide research and managerial approaches that aim to create uplifting social change. The authors recommend their continuum as a framework to inform how social marketing and service scholars design service solutions to address wicked social problems. Design\/methodology\/approach: This paper presents a qualitative study where Leximancer, a text-mining tool, is used to visualize the structure of themes and concepts that define transformative service exchanges as explained and applied in the literature. Additionally, a profiling analysis of transformation as it is discussed in the TSR literature is used to identify the mechanisms that service marketers have developed to establish current theorization of service thinking for social change. These qualitative phases of analysis then inform the development of the transformative service exchange continuum. Findings: A scoping review identified 51 articles across 12 journals, based on this study’s selection criteria for identifying transformative service exchanges. The Leximancer analysis systematically and efficiently guided the authors’ interpretation of the large data corpus and was used in the identification of service themes. The use of text-mining software afforded a detailed lens to enrich the authors’ interpretation and clarification of six high-level concepts for inclusion on a transformative service exchange continuum. Originality\/value: This paper aims to unpack the meaning of transformative service exchange by highlighting the mechanism(s) used by researchers when designing social change outcomes. It contributes to TSR via the development of the continuum across micro, meso and macro levels. The temporal nature of transformative service exchanges is also elucidated. This continuum integrates current TSR studies and can guide future service studies in the TSR and social marketing domains.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-10-2018-0280<\/a> [Google<\/a>] <\/em><\/p>\n

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Ranjan, K. R. and S. Read (2019): Bringing the individual into the co-creation of value, <\/strong>Journal of Services Marketing<\/em>, 33(7), pp.904-920<\/p>\n

Purpose: Despite the increasing prominence of value co-creation (VCC) in extant research, the area of customer co-creation is in its infancy and many aspects are not well-understood. This paper aims to important work from the individual psychology literature with the concept of VCC and offers empirical evidence to untested theoretical claims regarding the role of the individual in VCC. Design\/methodology\/approach: The investigation begins with reviews of the literature of individual psychology and VCC to compare the concepts they use to explain the role of the individual in co-creation. The results of the theoretical development are empirically derived using a multiple vignette-based study to examine relationships between individual characteristics and the activity of VCC. Findings: The authors find a positive effect of a customer’s prosocial orientation, perspective taking and involvement on VCC. However, a customer’s extraversion does not affect the degree of VCC. The desire-to-participate mediates these relationships. Research limitations\/implications: This study offers a foundation for some of the central claims about VCC and encourages a precise understanding of the impact of individual customer psychology in value co-creation with firms. Implications for the service-dominant logic of marketing and core work in psychology are discussed. Practical implications: Managers seeking to design co-creative ecosystems need to know about the individuals they are co-creating with. In this research, the authors clearly exemplify how managers can use in practice a theoretical understanding of individuals to better direct the activity of VCC. Originality\/value: This paper provides both new theoretical knowledge from the parallel literature review and exciting empirical results from the authors’ investigation into phenomenological claims regarding VCC.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-02-2019-0056<\/a> [Google<\/a>] <\/em><\/p>\n

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Russell-Bennett, R., R. P. Fisk, M. S. Rosenbaum and N. Zainuddin (2019): Commentary: transformative service research and social marketing \u2013 converging pathways to social change, <\/strong>Journal of Services Marketing<\/em>, 33(6), pp.633-642<\/p>\n

Purpose: The purpose of this paper is to discuss two parallel but distinct subfields of marketing that share common interests (enhancing consumers’ lives and improving well-being): social marketing and transformative service research. The authors also suggest a research agenda. Design\/methodology\/approach: The paper offers a conceptual approach and research agenda by comparing and contrasting the two marketing fields of transformative service research and social marketing. Findings: Specifically, this paper proposes three opportunities to propel both fields forward: 1) breaking boundaries that inhibit research progress, which includes collaboration between public, private and nonprofit sectors to improve well-being; 2) adopting more customer-oriented approaches that go beyond the organizational and individual levels; and 3) taking a non-linear approach to theory development that innovates and co-creates solutions. Originality\/value: This paper presents the challenges and structural barriers for two subfields seeking to improve human well-being. This paper is the first to bring these subfields together and propose a way for them to move forward together.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-10-2018-0304<\/a> [Google<\/a>] <\/em><\/p>\n

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Sa Vinhas, A. and D. Bowman (2019): Online\/offline information search patterns and outcomes for services, <\/strong>Journal of Services Marketing<\/em>, 33(7), pp.753-770<\/p>\n

Purpose: This study aims to determine the antecedents and consequences of information source choice to support a purchase decision for services high in experience attributes. Design\/methodology\/approach: The authors conduct two studies to test their propositions. Study 1 is a single-category application using data from a national survey of 974 consumers who recently made a hotel-stay purchase\/reservation. Correspondence analysis was used to identify search patterns, and regression analysis was used to identify their antecedents and influence on search outcomes. Study 2 is a cross-category study using data from a survey of 422 MTurk respondents reporting on search processes across six different services contexts, including hotel reservations. In this study, the authors seek generalization of their results to other services categories. Findings: The authors identify four dimensions that characterize what information sources consumers, on average, use together when purchasing services. It is found that loyalty program membership and consistency in service delivery across a brand’s outlets for the brands in a consumer’s evoked set are important determinants of search patterns. Search patterns partially mediate the impact of consumer characteristics, choice context and choice set characteristics on search effort and, ultimately, on price paid. Practical implications: An understanding of the factors that are associated with consumers’ choices of information sources and whether these choices are systematically related to search outcomes has implications for market segmentation and for marketers’ initiatives with respect to what information content to emphasize across sources. Originality\/value: The contribution is an understanding of the antecedents and consequences of consumer search patterns \u2013 and what information sources consumers tend to use together, considering the diversity of both internet and non-internet sources. There are limited insights in the services literature regarding how the internet impacts information search processes.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-07-2017-0222<\/a> [Google<\/a>] <\/em><\/p>\n

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Tsiotsou, R. H. (2019): Rate my firm: cultural differences in service evaluations, <\/strong>Journal of Services Marketing<\/em>, 33(7), pp.815-836<\/p>\n

Purpose: Cross-cultural research constitutes a pivotal topic for marketing; however, the literature indicates that there are a few studies analyzing social media reviews from a cross-cultural perspective using cultural proximity (supra-national level) as a proxy of culture. Therefore, the purpose of this study is to identify cross-cultural differences in service evaluations and specifically, in hotel appraisals among tourists from Central, Eastern (including Post-Soviet States), Northern and Southern Europe. Design\/methodology\/approach: A quantitative approach has been taken by studying online user-generated ratings of hotels on Trip Advisor. In total, 1,055 reviews of five hotels in Greece were used for the study. Findings: Multivariate analysis of variance and analysis of variances results confirm cultural differences in overall service evaluations and attributes (value, location, sleeping quality, rooms, cleanliness and service) of tourists from various European regions. Specifically, Eastern Europeans uploaded more reviews than any other European group, whereas Northern Europeans were more generous in their appraisals than Eastern, Southern and Central Europeans. Practical implications: The results of the study could be used for segmentation purposes of the European tourism market and for recognizing, which aspects of their services need to be improved based on the segments they serve. Moreover, managers should encourage Northern and Eastern Europeans to upload their reviews as both groups are more generous in their evaluations. Moreover, the findings are useful to marketers of other services. Originality\/value: To the author’s knowledge, this is the first study that examines cross-cultural differences in hotel appraisals from a supra-national perspective including developed (Northern and Western Europe), developing (Southern Europe) and emerging tourism markets (Eastern Europe).<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-12-2018-0358<\/a> [Google<\/a>] <\/em><\/p>\n

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Wei, S., T. Ang and N. A. Anaza (2019): Recovering co-created service failures: the missing link of perceived justice and ethicalness, <\/strong>Journal of Services Marketing<\/em>, 33(7), pp.921-935<\/p>\n

Purpose: Drawing on the fairness theory, this paper aims to propose a conceptual framework that investigates how co-creation in the failed service delivery (coproduction intensity) and co-creation in the service recovery affect customers’ evaluation of the firm’s competence, justice and ethicalness, and ultimately their willingness to co-create in the future. Design\/methodology\/approach: Tax services were chosen as the research context. A consumer panel consisting of individuals who live in the USA and have used tax preparation services within the past year was recruited. The first study explores what happens to customers’ ethical perceptions during a failed co-created service encounter. A secondary study investigates what happens to customers’ ethical perceptions in the event that the failed co-created service is recovered. Findings: The findings show that customers’ perceptions of the firm’s abilities and ethics are impeded by coproduction intensity but favorably influenced by co-creation of recovery. Practical implications: A sense of ethicalness and fairness is violated when co-created service failure occurs, but fortunately, practitioners can count on engaging customers in the service recovery process as co-creators of the solution to positively alter perceived ethicalness and fairness. Originality\/value: Failed co-created services represent an under-researched area in the marketing literature. Current investigations of co-created service failures have largely approached the notion of fairness from a perceived justice perspective without referencing ethical judgments. However, fairness is grounded in basic ethical assumptions of normative treatment. This research is among the first to highlight the importance of perceived ethicalness in the context of co-created service failure and recovery.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-02-2019-0080<\/a> [Google<\/a>] <\/em><\/p>\n

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Wei, W., L. Zhang and N. Hua (2019): Error management in service security breaches, <\/strong>Journal of Services Marketing<\/em>, 33(7), pp.783-797<\/p>\n

Purpose: Error management has begun to receive growing attention from both academic scholars and industry practitioners in marketing. However, the impacts of error management on consumers remain understudied. Taking data breach as an increasingly recognized error in the modern service industry, this paper aims to explore the impact of hotels’ error management on consumer attitudes and downstream behavioral intentions. This research also investigates whether such impacts can be moderated by data breach locality. Furthermore, this research examines the underlying mechanism through which a firm’s error management influences consumers’ attitudes and behaviors. Design\/methodology\/approach: A total of 280 people were recruited to participate in a scenario-based experimental study and complete an online survey. Findings: Results revealed that the impacts of a focal firm’s error management on consumer attitude, word-of-mouth, and revisit intention were only significant when the data breach occurred at the focal firm (versus the rival firm), which was mediated by consumer trust. However, this mediating effect of consumer trust was not found when the focal firm reacted to a data breach that occurred at a rival firm. Originality\/value: This research represents one of the first studies to introduce the concept of consumer trust to understand the impact of error management on consumers following a data breach. By further including data breach locality as a potential moderator, this research provides suggestions on how firms should strategize their marketing efforts for more effective results.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSM-04-2018-0114<\/a> [Google<\/a>]<\/em><\/p>\n

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