{"id":9121,"date":"2020-01-14T17:16:57","date_gmt":"2020-01-14T22:16:57","guid":{"rendered":"http:\/\/www.servsig.org\/wordpress\/?p=9121"},"modified":"2020-01-14T17:16:57","modified_gmt":"2020-01-14T22:16:57","slug":"articles-in-service-journals-sep-oct-2019-part-3","status":"publish","type":"post","link":"https:\/\/www.servsig.org\/wordpress\/2020\/01\/articles-in-service-journals-sep-oct-2019-part-3\/","title":{"rendered":"Articles in Service Journals \u2013 Sep\/Oct 2019 – part 3"},"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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Busser James, A. (2019): Role of commercial friendship, initiation and co-creation types, <\/strong>Journal of Service Theory and Practice<\/em>, 29(4), pp.488-512<\/p>\n

Purpose The purpose of this paper is to introduce and test customer perceptions of four types of value co-creation (VCC), explore VCC a priori condition of relatedness, operationalized as commercial friendship, examine customer voluntary participation in VCC through initiation (customer vs company), and the influence of these factors on relational outcomes of VCC: satisfaction, loyalty and trust.Design\/methodology\/approach A scenario-based 2\u00d72\u00d74 experimental design was set in a destination resort context: weak vs strong commercial friendship, customer vs company co-creation initiation and four types of VCC. The 248 resort guests were equally and randomly assigned to experimental conditions. Multivariate analysis of variance and repeated measures analysis of variance was utilized.Findings Results demonstrated that customers perceived VCC processes differently. Co-creation of experience and co-recovery outcomes had significantly higher relational outcomes when compared to co-creation of marketing and co-innovation. Experiencing stronger commercial friendship, as customer\u2013company relatedness and being invited to co-create resulted in stronger customer relational outcomes.Originality\/value The core theoretical contribution of this study is the comparative analysis of customer perceptions of four distinctly different types of VCC: co-innovation, co-creation of experience, co-creation of marketing and co-recovery. A priori conditions of relatedness and co-creation initiation were established as antecedents of VCC processes among customers and service providers. When a service provider initiates VCC, it can positively affect customers\u2019 relational outcomes of satisfaction, loyalty and trust.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSTP-12-2018-0290<\/a> [Google<\/a>] <\/em><\/p>\n

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Conduit, J. (2019): Volunteer engagement: conceptual extensions and value-in-context outcomes, <\/strong>Journal of Service Theory and Practice<\/em>, 29(4), pp.462-487<\/p>\n

Purpose The ability to attract and retain volunteers is crucial for not-for-profit organizations, and consequently, the need to understand and manage volunteers\u2019 engagement is paramount. The purpose of this paper is to investigate the role of five volunteer engagement dimensions (cognitive, affective, behavioral, social and spiritual engagement) on perceived value-in-context, and its subsequent role for volunteer retention. Thus, providing for the first time an understanding of how unique types of value are determined through different facets of volunteer engagement.Design\/methodology\/approach To establish the nature and consequences of volunteer engagement, the authors collaborated with an Australian not-for-profit service organization. Using a survey method, the authors studied the organization\u2019s volunteer workforce resulting in 464 usable responses. To capture volunteers\u2019 degree of spiritual engagement, this paper introduces a rigorously developed unidimensional measure.Findings The results demonstrate the importance of the five engagement dimensions on volunteers\u2019 perceived value-in-context, while highlighting significant effect differences including some counterintuitive consequences. The authors also establish the role of spiritual engagement and demonstrate the impact of value-in-context for volunteer retention.Originality\/value This research explores the volunteer engagement-retention chain, by empirically studying the role of value-in-context. The authors provide first evidence for the relationship between volunteer engagement and value-in-context, examining the independent yet relative effects of various facets of volunteer engagement. In doing so, the authors offer new insight into the dimensionality of the volunteer engagement construct, broadening its conceptualization to include spiritual engagement as a core constituent. The authors further demonstrate the impact of value-in-context on volunteer retention, helping organizations to better make sense of meaningful volunteer experiences with long-lasting impacts and mutual benefits.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSTP-06-2018-0138<\/a> [Google<\/a>] <\/em><\/p>\n

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Fatima Johra, K. (2019): Mediation effects of service features on rapport\u2013dependency link in emerging market, <\/strong>Journal of Service Theory and Practice<\/em>, 29(43957), pp.639-660<\/p>\n

Purpose The purpose of this paper is to explore the mediation impacts of core, relational and tangible service-quality features on the relationship between customer\u2013frontline employee rapport and customer dependency in an emerging market context. The study examines the moderating effects of relationship age and frequency of customers\u2019 physical visits.Design\/methodology\/approach Partial least squares-based structural equation modelling was used to analyse data from a survey of 290 financial services customers in Dhaka, Bangladesh using the convenience sampling technique.Findings Results show that relational service-quality features had the largest mediation impact on the rapport\u2013dependency relationship, followed by core and tangible service-quality features. Relationship age was not found to be a significant moderator for any relationship. However, the moderation effect of the frequency of customers\u2019 physical visits to the service premises was significant, but only for the link between relational service-quality features and customer dependency and not for the other two types of service-quality features.Research limitations\/implications Data collected from several other emerging markets would provide more rigorous findings: this is recommended as an avenue for further research.Practical implications Practitioners can manipulate specific relational or tangible service-quality features to increase customer dependency on their firms, thus ensuring longer-term customer retention.Originality\/value This study is the first one to examine the relative significance of the impacts of relational features vs tangible features of services on customer dependency in the emerging market context, with rapport serving as an antecedent.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSTP-11-2018-0250<\/a> [Google<\/a>] <\/em><\/p>\n

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Garry, T. (2019): Cyborgs as frontline service employees: a research agenda, <\/strong>Journal of Service Theory and Practice<\/em>, 29(4), pp.415-437<\/p>\n

Purpose The purpose of this paper is to identify and explore potential applications of cyborgian technologies within service contexts and how service providers may leverage the integration of cyborgian service actors into their service proposition. In doing so, the paper proposes a new category of \u201cmelded\u201d frontline employees (FLEs), where advanced technologies become embodied within human actors. The paper presents potential opportunities and challenges that may arise through cyborg technological advancements and proposes a future research agenda related to these.Design\/methodology\/approach This study draws on literature in the fields of services management, artificial intelligence, robotics, intelligence augmentation (IA) and human intelligence to conceptualise potential cyborgian applications.Findings The paper examines how cyborg bio- and psychophysical characteristics may significantly differentiate the nature of service interactions from traditional \u201cunenhanced\u201d service interactions. In doing so, the authors propose \u201cmelding\u201d as a conceptual category of technological impact on FLEs. This category reflects the embodiment of emergent technologies not previously captured within existing literature on cyborgs. The authors examine how traditional roles of FLEs will be potentially impacted by the integration of emergent cyborg technologies, such as neural interfaces and implants, into service contexts before outlining future research directions related to these, specifically highlighting the range of ethical considerations.Originality\/value Service interactions with cyborg FLEs represent a new context for examining the potential impact of cyborgs. This paper explores how technological advancements will alter the individual capacities of humans to enable such employees to intuitively and empathetically create solutions to complex service challenges. In doing so, the authors augment the extant literature on cyborgs, such as the body hacking movement. The paper also outlines a research agenda to address the potential consequences of cyborgian integration.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSTP-11-2018-0241<\/a> [Google<\/a>] <\/em><\/p>\n

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Gaur Sanjaya, S. (2019): Managing customer relationships in emerging markets: Focal roles of relationship comfort and relationship proneness, <\/strong>Journal of Service Theory and Practice<\/em>, 29(43957), pp.592-609<\/p>\n

Purpose The purpose of this paper is to study the impact of relationship comfort and relationship proneness on the ability of service firms to build and maintain customer relationships in emerging markets (EMs).Design\/methodology\/approach A field-survey was conducted with retail-banking customers in India (n=300) using a structured self-administered questionnaire with well-established scales.Findings Relationship comfort positively affects key relationship marketing (RM) constructs (e.g. customer satisfaction, trust, commitment and loyalty) and relationship proneness positively moderates (strengthens) the impact of relationship comfort on customer commitment and loyalty.Research limitations\/implications The findings may not be generalizable to all customer types using bank services as well as other types of services and in other EMs.Practical implications Service firms in EMs can build and maintain robust customer relationships by using relationship comfort and relationship proneness to strengthen key RM constructs, such as customer satisfaction, trust, commitment and loyalty.Originality\/value The paper highlights the importance of maintaining RM as a tool to build valuable customer relationships but also reveals the importance of relationship comfort and relationship proneness in building trust-based customer relationships in the EMs.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSTP-12-2018-0295<\/a> [Google<\/a>] <\/em><\/p>\n

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Hussain, K. (2019): The dynamic outcomes of service quality: a longitudinal investigation, <\/strong>Journal of Service Theory and Practice<\/em>, 29(4), pp.513-536<\/p>\n

Purpose The purpose of this paper is to suggest that the effects of service quality (SQ) on outcome variables may shift over time. However, scant attention has been paid to capturing that shift. The current study uses the theory of relationship dynamics to capture the rate and direction of change in the effects of SQ attributes on customer satisfaction (CS) and emotional attachment (EA). For this purpose, the study takes CS-velocity and EA-velocity as dynamic outcomes of SQ.Design\/methodology\/approach A sample of 306 restaurant consumers responded to a structured questionnaire at three points in time. Confirmatory factor analysis was carried out, followed by analysis of the data through latent growth curve modeling using MPlus (Version 8.1).Findings SQ attributes positively affect CS and EA, but these effects diminish over time, as SQ attributes negatively influence CS-velocity and EA-velocity. In addition, the study demonstrates that dynamic elements strongly impact behavioral intentions (BI).Practical implications The study enables service and relationship marketing managers to better understand the role of SQ attributes in maintaining longitudinal satisfaction, attachment and BI. The insights from this longitudinal investigation help managers to formulate long-term service management and relationship management strategies.Originality\/value This study is the first attempt to examine SQ\u2019s dynamic outcomes using longitudinal panel data. It is the first study to introduce EA-velocity as a dynamic construct of EA and the first to examine the relationships of CS-velocity and EA-velocity with BI.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSTP-03-2019-0067<\/a> [Google<\/a>] <\/em><\/p>\n

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Mohd-Any Amrul, A. (2019): To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers, <\/strong>Journal of Service Theory and Practice<\/em>, 29(43957), pp.661-690<\/p>\n

Purpose The purpose of this paper is to investigate the importance of successful service recovery in the airline sector by examining the interrelationship between perceived justice, recovery satisfaction and overall satisfaction, customer trust and customer loyalty. Furthermore, the research assesses the mediating effect of overall satisfaction and customer trust on customer loyalty.Design\/methodology\/approach Data were collected via an airport intercept survey of Malaysia Airlines passengers who had experienced service failure. In total, 380 responses were used for the final analysis. The study uses partial least squares structural equation modelling technique with SmartPLS 3.0, in order to test and validate the research model and hypotheses posited.Findings The results reveal that: recovery satisfaction is significantly affected by procedural and interactional justice; distributive and procedural justice, as well as recovery satisfaction influenced overall satisfaction; customer trust is most influenced by interactional justice, distributive justice and recovery satisfaction; customer loyalty is positively affected by customer trust, overall satisfaction and recovery satisfaction; and the influence amongst recovery satisfaction and customer loyalty is partially mediated by customer trust and overall satisfaction.Originality\/value The study contributes to a whole conceptual comprehension of the essential determinants of customer loyalty from the combined perspectives of three theories, namely, justice theory, expectancy disconfirmation theory and commitment-trust theory. This study successfully differentiates the three dimensions of perceived justice and assesses them individually to discern and compare their influence on overall satisfaction, recovery satisfaction and trust. In addition, the study finds that the influence of recovery satisfaction on loyalty is partially and sequentially mediated by trust and overall satisfaction.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSTP-10-2018-0223<\/a> [Google<\/a>] <\/em><\/p>\n

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Piehler, R. (2019): Reacting to negative online customer reviews: Effects of accommodative management responses on potential customers, <\/strong>Journal of Service Theory and Practice<\/em>, 29(4), pp.401-414<\/p>\n

Purpose The purpose of this paper is to investigate the effects of explanation and compensation, as specific accommodative management responses to negative online customer reviews, on potential customers.Design\/methodology\/approach The scenario-based online experiment with 306 participants investigates the effects of explanation and compensation on potential customers\u2019 purchase intentions in the hotel segment of the hospitality industry.Findings The results reveal that combining an explanation with compensation is the most effective management response; providing neither an explanation nor compensation is the least effective. The effects of management responses that entail providing only an explanation or compensation do not differ significantly.Research limitations\/implications Continued research should investigate the effects of specific accommodative management responses in other service industries and other cultural settings and consider different kinds of explanations and compensation.Practical implications Hotel managers in the hospitality industry should reply to negative online customer reviews by combining an explanation with compensation. Service providers that currently lack structures and procedures to identify service failures and their causes or that cannot take corrective actions should provide compensation. Service providers that currently have limited financial resources should provide explanations.Originality\/value This study analyses the effects of explanation and compensation on potential customers\u2019 purchase intentions. In addressing the effects on potential customers, instead of on complainants, the conceptual framework represents a novel combination of management responses from service recovery research with signalling theory, the search-experience-credence framework and risk reduction methods.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSTP-10-2018-0227<\/a> [Google<\/a>] <\/em><\/p>\n

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Rabbanee Fazlul, K. (2019): Managing engagement in an emerging economy service, <\/strong>Journal of Service Theory and Practice<\/em>, 29(43957), pp.610-638<\/p>\n

Purpose The purpose of this paper is to offer a better understanding of managing engagement in an emerging economy service. It explores the role of organisational climates for initiative and psychological safety as the key drivers of employee engagement (EE). It also examines the effects of EE on customer engagement (CE) and, in turn, on relationship commitment and switching intention.Design\/methodology\/approach Data were collected through a structured survey of service employees and customers of 69 bank branches in Bangladesh using two survey instruments. Responses were collected from 156 employees and 316 customers. A dyadic data set was created by matching customer data with the corresponding employee data collected from each bank branch. Structural equation modelling using AMOS (version 22.0) was employed for data analysis.Findings Organisational climates for initiative and psychological safety positively influence EE. In turn, EE significantly influences CE which has a significant impact on customer relationship commitment and switching intention.Research limitations\/implications Future research could consider actual customer behaviour, such as repeat purchase, as the key outcome variable.Practical implications The findings emphasise that investment by service managers in organisational resources to facilitate favourable climates for initiative and psychological safety would engage employees at work, which would ultimately help to attain CE and commitment, and reduce switching intention.Originality\/value This research extends the existing engagement literature with empirical evidence supporting two new EE drivers and two new CE outcomes. It offers a better understanding of managing engagement in the financial services industry of an emerging economy, focussing on the relationship chain from organisational climate to EE, CE and customer-based outcomes.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSTP-12-2018-0276<\/a> [Google<\/a>] <\/em><\/p>\n

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Sahi Gurjeet, K. (2019): Examining the role of customer engagement in augmenting referral value: The moderated-mediation of relational and expertise value, <\/strong>Journal of Service Theory and Practice<\/em>, 29(43957), pp.539-564<\/p>\n

Purpose The purpose of this paper is to examine the impact of a customer engagement-enabling platform on a value captured by the firm and value acquired by the customer. It explores the relevance of relational and expertise value for customers during the engagement process so as to ensure positive referrals about the service provider.Design\/methodology\/approach Using a sample of 482 students, the study examines the customer engagement efforts of professional institutes that provide training to prepare for the civil service examinations of the Union Public Service Commission. The survey is confined to central areas of New Delhi, India. Statistical techniques including confirmatory factor analysis and structural equation modelling are used to analyse the data, and reliability and validity tests are performed.Findings The findings reveal the indispensable role of service providers as creators of a meaningful effective learning process and of interpersonal relations with customers for generating more business through customer referrals.Research limitations\/implications The study validated the moderating role of relational value between customers\u2019 expertise value and their referrals on the basis of motivation theory, which asserts that customers\u2019 motivation to contribute to the organisation is driven by the individuals\u2019 extrinsic relational need for belongingness, acceptance by like-minded individuals, and feedback, recognition and respect from employees of the organisation.Originality\/value The study contributes to the existing literature by integrating the well-developed social exchange and motivation theory so as to investigate the factors that propel customers\u2019 positive word of mouth for the service provider.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSTP-12-2018-0268<\/a> [Google<\/a>] <\/em><\/p>\n

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Sangle-Ferriere, M. (2019): Friend or foe? Chat as a double-edged sword to assist customers, <\/strong>Journal of Service Theory and Practice<\/em>, 29(4), pp.438-461<\/p>\n

Purpose The development of self-service technologies, while intended to better serve customers by offering them autonomy, has created situations in which individuals may require additional help. The purpose of this paper is to explore perceptions of chat as an assistance channel, to identify its perceived role in a customer service environment.Design\/methodology\/approach In all, 23 semi-structured interviews held with both chat and non-chat users assessed perceptions of chat in an assistance encounter. A thematic analysis was used.Findings The findings highlight a paradoxical perception of chat in a customer assistance context. On the one hand, customers perceive live chat as mainly beneficial in a customer service context, alleviating embarrassment, perceived threats and potential dissatisfaction linked to assistance requests. On the other hand, the elusive nature of a chat conversation interlocutor (human or artificial) adversely affects how customers interpret assistance from companies.Research limitations\/implications This research underscores the perceived threats of assistance encounters and shows the ambivalent role of chat in such a context. It also highlights chat\u2019s specific features that make it a relevant medium for assistance requests.Practical implications This study helps companies better understand customers\u2019 perceptions of assistance requests and chat in that context. Companies can use the findings to develop better ways to address assistance needs and offer transparent and fully personalized human chat to provide an inclusive service.Originality\/value This paper highlights the ambivalent role of chat as an assistance channel, easing assistance requests but also entailing a potential negative spillover effect, when negative chat perceptions of an artificial interlocutor have consequences.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSTP-10-2018-0235<\/a> [Google<\/a>] <\/em><\/p>\n

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Zhang, Y. (2019): Influence of service-entry waiting on customer\u2019s first impression and satisfaction: The moderating role of opening remark and perceived in-service waiting, <\/strong>Journal of Service Theory and Practice<\/em>, 29(43957), pp.565-591<\/p>\n

Purpose The purpose of this paper is to examine the influence mechanism of waiting time on customer satisfaction based on first impression bias, which explains how customers\u2019 perceived service-entry waiting time (PSWT) influences their first impression of service staff and satisfaction in the context of online service. Furthermore, the moderating effect of three information formats (formal, informal and hybrid) of opening remark on the relationship between PSWT and first impression, and the moderating effect of perceived in-service waiting time (PIWT) on the relationship between first impression and customer satisfaction are investigated.Design\/methodology\/approach Two studies were used to verify the research model. First, an experiment on prepurchase consulting services for cruise tourism products was designed, and 810 Chinese individuals have participated. Second, 20 interviews with e-commerce practitioners in China were conducted.Findings The results show that, first, PSWT negatively influences customers\u2019 first impression of service staff. Second, customers prefer the hybrid format to present opening remarks, which not only conveys the respect of the staff but also fosters a relationship. Third, in-service waits are equally as important as service-entry waits in online service. When PIWT is longer, the positive influence of first impression on customer satisfaction is weakening, resulting in lower customer satisfaction.Practical implications This study provides suggestions for online service enterprises to minimize the negative impact of waiting time and improve customer satisfaction through waiting time management.Originality\/value This study provides a new perspective for exploring the mechanism of waiting time on customer satisfaction in online service context, and extends previous research related to waiting time by exploring the influence of waiting time in multiple service stages and expression modes of service staff.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1108\/JSTP-12-2018-0271<\/a> [Google<\/a>] <\/em><\/p>\n

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Bridges, E., M. Schramm and A. Roy (2019): Consumer choices among service brands offering ethical attributes, <\/strong>Service Industries Journal<\/em>, 39(0), pp.1167-1189<\/p>\n

This research improves understanding of how consumers integrate their evaluations of ethical attributes with other service features in making brand choices. Although consumers appreciate brands they perceive to be ethical, few studies have examined what consumers are willing to give up in order to select a brand that offers specific ethical attributes, and under what conditions they might be willing to do so. To better characterize consumer choice, both compensatory and non-compensatory models are tested; findings suggest that compensatory models, which allow for tradeoffs between attributes, offer better fit. Both healthcare services and banking services are examined, to better understand consumer valuation of ethical attributes under different conditions. The assumptions are made that healthcare services are more variable and require greater interaction with front line providers and service facilities\/equipment than do banking services, and findings are discussed accordingly. The results suggest that consumers value ethical attributes significantly more in banking than in healthcare, supporting the idea that services which offer low contact and hence also low variability lead consumers to a greater focus on ethical service attributes. Managerial implications are provided.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1080\/02642069.2018.1502752<\/a> [Google<\/a>] <\/em><\/p>\n

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Jaaron, A. A. M. and C. J. Backhouse (2019): Fostering sustainable performance in services through systems thinking, <\/strong>Service Industries Journal<\/em>, 39(0), pp.1072-1098<\/p>\n

This paper aims to investigate the impact of designing service operations using the systems thinking approach on the sustainable performance of service organisations. Data were collected from a survey conducted with 183 service organisations that have implemented the systems thinking approach. Using Structural Equation Modelling, the results confirmed that using the systems thinking approach has a significant impact upon the environmental and social performances but has no direct effect on the economic performance of such organisations. The analysis also indicated a statistically positive relationship between environmental and economic performances and between social and economic performances, but not between environmental and social performances, thus suggesting that the dimensions of sustainable performance should not be viewed as being equally weighted. This study shows that the systems thinking approach ensures that the service system design is directly linked with enhanced environmental and social benefits while indirectly contributing to economic benefits.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1080\/02642069.2018.1551371<\/a> [Google<\/a>] <\/em><\/p>\n

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Lin, F.-r. and N. A. Windasari (2019): Continued use of wearables for wellbeing with a cultural probe, <\/strong>Service Industries Journal<\/em>, 39(0), pp.1140-1166<\/p>\n

This study aims to explore what makes people improve their health behavior through the continued use of wearable devices. This research explores the relationship between wearable continuance expedition and wellbeing improvement through a qualitative-longitudinal cultural probe study. This research discovered the sequential patterns of users’ behaviors in using wearables corresponding to users’ agency. First, users who decide to continue using wearables are more likely to incorporate device functionality into their daily lives. Second, users with higher efficacy are more likely to have the autonomy to guide their lives to achieve better wellbeing. We formulated six propositions identifying the roles of efficacy and engagement in shaping the continued vs. discontinued behavior and the change in quality of life, by which this exploratory study has established a foundation for future research. Moreover, it offers managerial guidance for the increasingly important applications of wearables for wellbeing.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1080\/02642069.2018.1504924<\/a> [Google<\/a>] <\/em><\/p>\n

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Rosenbaum, M. S., G. C. Ram\u00edrez and N. Matos (2019): A neuroscientific perspective of consumer responses to retail greenery, <\/strong>Service Industries Journal<\/em>, 39(0), pp.1034-1045<\/p>\n

This research assesses consumers’ neural activation in response to natural elements, present in a lifestyle center, as measured by electroencephalography (EEG). The study builds on previous research that demonstrates not only consumer preferences for greenery in shopping areas but also the stress-reducing, or restorative, health benefits that consumers may receive by spending time in green areas. This study extends these findings by offering insights derived from consumer neural responses. Participants recruited in a shopping mall viewed a video that showed a customer journey through a lifestyle center that either featured biophilic design or did not. Participants wore a mobile Emotiv EPOC+ EEG headset to record neural responses to the video; their responses reflect six emotional and sub-conscious dimensions. The data indicate that biophilia design elements stimulate consumers’ neural activities associated with excitement, interest, decreased stress, engagement, attention, and relaxation, thus explaining why shoppers tend to respond positively to retail greenery.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1080\/02642069.2018.1487406<\/a> [Google<\/a>] <\/em><\/p>\n

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Sinthupundaja, J., N. Chiadamrong and Y. Kohda (2019): Internal capabilities, external cooperation and proactive CSR on financial performance, <\/strong>Service Industries Journal<\/em>, 39(0), pp.1099-1122<\/p>\n

The impact of proactive corporate social responsibility on a firm’s financial performance has received considerable attention. Grounded in the knowledge-based view (KBV), we aimed to examine the importance of the causal combinations of knowledge-acquisition conditions, i.e. internal capabilities and forms of external cooperation (partner and customer), on supporting the engagement of proactive CSR and as complex antecedents of a firm’s financial performance. We empirically analyzed these relationships based on 54 service-sector firms listed in the Stock Exchange of Thailand using fuzzy set qualitative comparative analysis. The data were collected from each firm’s annual and other reports in 2015. Our findings suggest the importance of internal capabilities and forms of external cooperation that simultaneously support the engagement of proactive CSR as an important strategic mechanism for enhancing a firm’s financial performance based on the KBV. Further results indicate that neglecting any of these conditions could lead to low financial performance.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1080\/02642069.2018.1508459<\/a> [Google<\/a>] <\/em><\/p>\n

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Stryja, C. and G. Satzger (2019): Digital nudging to overcome cognitive resistance in innovation adoption decisions, <\/strong>Service Industries Journal<\/em>, 39(0), pp.1123-1139<\/p>\n

Consumers often resist adopting innovations, even in cases where they acknowledge that these would be beneficial for them. Cognitive biases in consumers’ decision-making may trigger resistance to innovation. We explore cognitive biases’ effects in innovation adoption decisions. Further, we investigate how digital nudging can be used to mitigate this in order to increase the adoption likelihood for an innovation. We build a set of hypotheses and test them in a quasi-field experiment with 821 participants. We first show that the occurrence of cognitive biases correlates with an up to 44% lower likelihood of adopting an innovation. Second, we find that digital nudging can partially overcome resistance to innovation and can increase the innovation adoption likelihood. Our findings contribute to theory by explaining how resistance to innovation is built from a cognitive perspective and how nudging can be used to increase innovation adoption.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1080\/02642069.2018.1534960<\/a> [Google<\/a>] <\/em><\/p>\n

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Wang, Y., S. Shi, Y. Chen and D. Gursoy (2019): An examination of market orientation and environmental marketing strategy: the case of Chinese firms, <\/strong>Service Industries Journal<\/em>, 39(0), pp.1046-1071<\/p>\n

This study examines whether market orientation, as an organizational capability, plays an enabling role in environmental marketing strategy and then contributes to financial performance. Utilizing the natural resource-based view (NRBV) as the conceptual foundation and drawing on previous studies, this study proposes and tests a research model that investigates the relationship between market orientation, environmental corporate identity, environmental marketing strategy and firm performance. By using data from Chinese companies, this study finds that market orientation significantly influences environmental marketing strategy and the environmental corporate identity moderates this relationship. Findings from this study provide invaluable insight into the understanding of the complexity involved in facilitation and substantiation of environmental ideology and its integration into a firm’s strategy and activities. The Chinese context also has useful practical implications for firms from emerging and transition economies.<\/p>\n

Link: http:\/\/dx.doi.org\/10.1080\/02642069.2018.1551370<\/a> [Google<\/a>]<\/em><\/p>\n