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Multilevel Value Co-Creation Within Key Accounts J. Serv. Res. (IF 12.4) Pub Date : 2024-03-05 Kumar R. Ranjan, Scott B. Friend, Avinash Malshe
Optimizing complex service partnerships requires an understanding of multilevel value co-creation processes in a customer-supplier ecosystem. Such strategic business-to-business relationships impact supplier costs and revenues, necessitating dedicated personnel across hierarchical levels to co-create value. The authors study the customer-supplier ecosystem intra-organizationally across firm levels
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Hierarchical Time Series Forecasting in Emergency Medical Services J. Serv. Res. (IF 12.4) Pub Date : 2024-02-15 Bahman Rostami-Tabar, Rob J. Hyndman
Accurate forecasts of ambulance demand are crucial inputs when planning and deploying staff and fleet. Such demand forecasts are required at national, regional, and sub-regional levels and must take account of the nature of incidents and their priorities. These forecasts are often generated independently by different teams within the organization. As a result, forecasts at different levels may be inconsistent
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AI Patent Approvals in Service Firms, Patent Radicalness, and Stock Market Reaction J. Serv. Res. (IF 12.4) Pub Date : 2024-02-08 Pankaj C. Patel, Gurjeet Kaur Sahi
Artificial intelligence (AI)-driven automation is of growing interest in the service sector. Using practice theory in service innovation and recombinant uncertainty frameworks, we ask whether AI patent approval for service firms is received positively by the stock market and whether patent radicalness strengthens or exacerbates the stock market reaction. We draw on 650 service industry firms from the
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Simple Morning and Complex Night: Time of Day and Complex Sensory Experiences J. Serv. Res. (IF 12.4) Pub Date : 2024-02-07 Anqi (Angie) Luo, Anna S. Mattila, Lisa E. Bolton
Consumers’ multisensory preferences bring new ideas to service and experience design—yet do consumers always react favorably to sensory complexity? This research examines variation by time of day in how consumers respond to complex sensory experiences (e.g., purchase behavior, choice, and liking). Specifically, we theorize that arousal levels increase over the course of the day, which increases the
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The Future of Work: Understanding the Effectiveness of Collaboration Between Human and Digital Employees in Service J. Serv. Res. (IF 12.4) Pub Date : 2024-01-24 Khanh B. Q. Le, Laszlo Sajtos, Werner H. Kunz, Karen V. Fernandez
The use of digital employees (DEs)—chatbots powered by artificial intelligence (AI)—is becoming increasingly common in the service industry. However, it is unclear whether collaborations between the human employee (HE) and DE can influence customer outcomes, and what the mechanisms behind such outcomes are. This research proposes and tests a theoretical model that explains how the communication of
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The Circular Economy: A Transformative Service Perspective J. Serv. Res. (IF 12.4) Pub Date : 2024-01-24 Sönnich Sönnichsen, Ad de Jong, Jesper Clement, Roger Maull, Chris Voss
The rising awareness of climate challenges and resource constraints has strengthened interest in the circular economy (CE), characterized as an economic system aimed to minimize the depletion of the world’s natural resources through processes of value retention and value regeneration. Because CE research originated in the engineering field, studies to date have mostly focused on technical and management-related
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Micro-Level Mechanisms to Support Value Co-Creation for Design of Digital Services J. Serv. Res. (IF 12.4) Pub Date : 2023-04-29 Tuure Tuunanen, Juuli Lumivalo, Tero Vartiainen, Yixin Zhang, Michael M. Myers
This study identifies micro-level value co-creation mechanisms that support the design of digital services. As services are now becoming digital—or at least digitally enabled—how to design digital ...
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The Influence of Employee Accent on Customer Participation in Services J. Serv. Res. (IF 12.4) Pub Date : 2023-04-26 David Bourdin, Christina Sichtmann, Vasileios Davvetas
The increase of immigrant employees in services has made intercultural service encounters a commonplace phenomenon. In these encounters, customers frequently use service employees’ accent to infer ...
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Partners or Opponents? How Mindset Shapes Consumers’ Attitude Toward Anthropomorphic Artificial Intelligence Service Robots J. Serv. Res. (IF 12.4) Pub Date : 2023-04-23 Bing Han, Xun Deng, Hua Fan
The use of artificial intelligence (AI) service robots is on the rise. With service frontlines gradually shifting to human–robot interactions, the question of whether the anthropomorphism of robots...
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Tipping, Disrupted: The Multi-Stakeholder Digital Tipped Service Journey J. Serv. Res. (IF 12.4) Pub Date : 2023-04-06 Nathan B. Warren, Sara Hanson
The shift from analog to digital point-of-sale systems (e.g. Square) and app-based service platforms (e.g. Uber) disrupted frontline services by creating new tipping processes that occur in an ever...
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Coalitions and Their Negative Consequences: An Examination in Service Failure-Recovery Situations J. Serv. Res. (IF 12.4) Pub Date : 2023-03-30 Holger Roschk, Masoumeh Hosseinpour, Jan Breitsohl
The social nature of customer experiences creates complex and potentially detrimental dynamics in failure situations, such as when other customers side with the complainer or the firm. The present ...
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Not My Circus, Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies J. Serv. Res. (IF 12.4) Pub Date : 2023-03-18 Patrick B. Fennell, Melanie P. Lorenz, Kristina K. Lindsey Hall, James M. Andzulis
Recent disruptions, labor shortages, and fiscal pressures, especially in retail service environments, have necessitated and highlighted changes in the roles and responsibilities of frontline employ...
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Cultivating Resilience in Organizational Frontline Employees J. Serv. Res. (IF 12.4) Pub Date : 2023-03-13 Valerie Good, Amy Greiner Fehl, Alexander C. LaBrecque, Clay Voorhees
This research examines the antecedents and outcomes of organizational frontline employees’ (FLEs’) resilience. Developing a better understanding of resilience, defined as an employee’s ability to o...
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Dynamic Customer Value Cocreation in Healthcare J. Serv. Res. (IF 12.4) Pub Date : 2023-03-09 Tracey S. Danaher, Peter J. Danaher, Jillian C. Sweeney, Janet R. McColl-Kennedy
In managing a chronic illness, customers have the opportunity to play an active role in their healthcare—by cocreating value. For example, customers can adhere to medical advice, seek out informati...
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Humanitarian Crises: The (Un)Certainty of Servicescapes and Their Impact on Frontline Actors J. Serv. Res. (IF 12.4) Pub Date : 2023-02-27 Volker G. Kuppelwieser, Nathalie Spielmann, Diego Vega
Prior works discuss servicescapes as a stable environment but abstain from examining servicescapes in crisis situations and how they impact frontline employees (FLEs). This paper investigates servi...
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A Common Identity Intervention to Improve Service Quality for Consumers Experiencing Vulnerabilities J. Serv. Res. (IF 12.4) Pub Date : 2023-02-16 Frank G. Cabano, Elizabeth A. Minton
Prior research shows that consumers act in ways to avoid associating with conflicting social identities. However, it is unclear how such conflicting social identities influence the behaviors of ser...
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Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It J. Serv. Res. (IF 12.4) Pub Date : 2023-02-03 Ilias Danatzis, Jana Möller-Herm
Service encounters nowadays are increasingly characterized by customer-to-customer (C2C) interactions where customers regularly become targets of other customers’ misbehavior. Although previous res...
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Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities J. Serv. Res. (IF 12.4) Pub Date : 2022-12-05 Raymond P. Fisk, Andrew S. Gallan, Alison M. Joubert, Jenine Beekhuyzen, Lilliemay Cheung, Rebekah Russell-Bennett
The “digital divide” refers to societal-level inequalities of digital access, capabilities, and outcomes. To explore how the digital divide affects customers experiencing vulnerability, service int...
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Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers J. Serv. Res. (IF 12.4) Pub Date : 2022-11-29 Omid Kamran-Disfani, Ramin Bagherzadeh, Ashok Bhattarai, Maryam Farhang, Lisa K. Scheer
Frontline employees (FLEs) often face customer incivility—rude or demeaning remarks, verbal aggression, or hostile gestures. Although incivility from customers is rising at an alarming rate, most o...
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Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces J. Serv. Res. (IF 12.4) Pub Date : 2022-11-29 Lena Steinhoff, Kelly D. Martin
Service frontline encounters between customers and service providers have been subject to fundamental changes in recent years. As two major change agents, technology infusion and data privacy regul...
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Pathways to Service System Smartness for Firms J. Serv. Res. (IF 12.4) Pub Date : 2022-11-15 Bieke Henkens, Katrien Verleye, Bart Larivière, Helen Perks
As smart technology develops at an ever-increasing pace, firms are investing heavily in boosting the smartness of their service systems. To support these endeavors, practitioners and researchers ca...
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Customer–Salesperson Price Negotiations During Exceptional Demand Contractions J. Serv. Res. (IF 12.4) Pub Date : 2022-11-01 Claire Cardy, Nawar N. Chaker, Johannes Habel, Martin Klarmann, Olaf Plötner
Extant literature has studied how customer–salesperson price negotiations evolve in “normal” circumstances. However, recent economic recessions illustrate the need to advance theory on the question...
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Corporate Digital Responsibility in Service Firms and Their Ecosystems J. Serv. Res. (IF 12.4) Pub Date : 2022-10-05 Jochen Wirtz, Werner H. Kunz, Nicole Hartley, James Tarbit
Digitization, artificial intelligence, and service robots carry serious ethical, privacy, and fairness risks. Using the lens of corporate digital responsibility (CDR), we examine these risks and th...
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Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments J. Serv. Res. (IF 12.4) Pub Date : 2022-09-14 Markus Gahler, Jan F. Klein, Michael Paul
Managing customer experiences has become a key strategic priority for service research and management. Yet researchers and managers lack a customer experience (CX) measure that applies to the diffe...
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Do You Mind if I Ask You a Personal Question? How AI Service Agents Alter Consumer Self-Disclosure J. Serv. Res. (IF 12.4) Pub Date : 2022-08-18 Tae Woo Kim, Li Jiang, Adam Duhachek, Hyejin Lee, Aaron Garvey
The use of Artificial Intelligence (AI) has grown rapidly in the service industry and AI’s emotional capabilities have become an important feature for interacting with customers. The current resear...
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Have We Got a Deal for You: Do You Want the Good News or Bad News First? J. Serv. Res. (IF 12.4) Pub Date : 2022-08-18 Kirk L. Wakefield, Priya Raghubir, J. Jeffrey Inman
Traditional practice prominently presents offers (e.g., “50% Off”) followed by a quantity (“When you buy two”), duration (“Today only”), or other conditional restriction as a scarcity appeal to inc...
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Artificial Intelligence as a Service, Economic Growth, and Well-Being J. Serv. Res. (IF 12.4) Pub Date : 2022-08-15 Christos A. Makridis, Saurabh Mishra
The share of artificial intelligence (AI) jobs in total job postings has increased from 0.20% to nearly 1% between 2010 and 2019, but there is significant heterogeneity across cities in the United ...
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Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services J. Serv. Res. (IF 12.4) Pub Date : 2022-08-10 Victoria-Sophie Osburg, Vignesh Yoganathan, Werner H. Kunz, Shlomo Tarba
Advances in artificial intelligence (AI) are increasingly enabling firms to develop services that utilize autonomous vehicles (AVs). Yet, there are significant psychological barriers to adoption, a...
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AI Service and Emotion J. Serv. Res. (IF 12.4) Pub Date : 2022-08-09 Richard P. Bagozzi, Michael K. Brady, Ming-Hui Huang
AI in service can be for routine mechanical tasks, analytical thinking tasks, or empathetic feeling tasks. We provide a conceptual framework for the customer, firm, and interactional use of AI for ...
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Service Provider to the Rescue: How Firm Recovery of Do-It-Yourself Service Failure Turns Consumers from Competitors to Satisfied Customers J. Serv. Res. (IF 12.4) Pub Date : 2022-07-02 Matthew J. Hall, Jamie D. Hyodo
While consumers frequently attempt to resolve their own consumption problems (i.e., do-it-yourself (DIY)), they are often unsuccessful and subsequently turn to a professional. In the present resear...
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Using Information-Seeking Argument Mining to Improve Service J. Serv. Res. (IF 12.4) Pub Date : 2022-06-29 Bernd Skiera, Shunyao Yan, Johannes Daxenberger, Marcus Dombois, Iryna Gurevych
If service providers can identify reasons users are in favor of or against a service, they have insightful information that can help them understand user behavior and what they need to do to change...
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Ambient Temperature in Online Service Environments J. Serv. Res. (IF 12.4) Pub Date : 2022-06-26 Ulrich R. Orth, Nathalie Spielmann, Caroline Meyer
Ambient Temperature in Online Service environments (ATOS) is a sensory cue not directly accessible in current online servicescape technology, but inferred from secondary cues, particularly visual o...
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Service Robots in Long-Term Care: A Consumer-Centric View J. Serv. Res. (IF 12.4) Pub Date : 2022-06-26 Eva Kipnis, Fraser McLeay, Anthony Grimes, Stevienna de Saille, Stephen Potter
Service robots with advanced intelligence capabilities can potentially transform servicescapes. However, limited attention has been given to how consumers experiencing vulnerabilities, particularly...
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How Smart Should a Service Robot Be? J. Serv. Res. (IF 12.4) Pub Date : 2022-06-24 Jeroen Schepers, Daniel Belanche, Luis V. Casaló, Carlos Flavián
Service robots are taking over the frontline. They can possess three types of artificial intelligence (AI): mechanical, thinking, and feeling AI. Although these intelligences determine how service robots can help customers, not much is known about how customers respond to robots of different intelligence. This paper addresses this gap, builds on the appraisal theory of emotions, and employs three online
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Conscious Empathic AI in Service J. Serv. Res. (IF 12.4) Pub Date : 2022-06-03 Hadi Esmaeilzadeh, Reza Vaezi
Recent advances in artificial intelligence (AI) have achieved human-scale speed and accuracy for classification tasks. Current systems do not need to be conscious to recognize patterns and classify them. However, for AI to advance to the next level, it needs to develop capabilities such as metathinking, creativity, and empathy. We contend that such a paradigm shift is possible through a fundamental
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Periodic Versus Aggregate Donations: Leveraging Donation Frequencies to Cultivate the Regular Donor Portfolio J. Serv. Res. (IF 12.4) Pub Date : 2022-05-31 Ana Minguez, F. Javier Sese
Charitable organizations play a key role in society but face the recurrent challenge of obtaining sufficient resources to accomplish their missions. The regular donor portfolio becomes a critical element in providing stable and long-lasting funding, and its effective management has emerged as a key research area. This study investigates the impact of the donation frequency by regular donors on their
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Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach J. Serv. Res. (IF 12.4) Pub Date : 2022-05-28 Raffaele Filieri, Zhibin Lin, Yulei Li, Xiaoqian Lu, Xingwei Yang
Understanding consumer emotions arising from robot-customers encounters and shared through online reviews is critical for forecasting consumers’ intention to adopt service robots. Qualitative analysis has the advantage of generating rich insights from data, but it requires intensive manual work. Scholars have emphasized the benefits of using algorithms for recognizing and differentiating among emotions
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I, Robot, You, Consumer: Measuring Artificial Intelligence Types and their Effect on Consumers Emotions in Service J. Serv. Res. (IF 12.4) Pub Date : 2022-05-24 Eleonora Pantano, Daniele Scarpi
This research draws upon the increasing usage of AI in service. It aims at understanding the extent to which AI systems have multiple intelligence types like humans and if these types arouse different emotions in consumers. To this end, the research uses a two-study approach: Study 1 builds and evaluates a scale for measuring different AI intelligence types. Study 2 evaluates consumers’ emotional responses
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Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence J. Serv. Res. (IF 12.4) Pub Date : 2022-05-23 Darina Vorobeva, Yasmina El Fassi, Diego Costa Pinto, Diego Hildebrand, Márcia M. Herter, Anna S. Mattila
Despite the documented benefits of Artificial Intelligence (AI) to the service industry, the service employees’ fear of being replaced by AI continues to be a major concern as we transition to the Feeling Economy. This paper builds upon the Feeling Economy framework and the social comparison theory to examine how different service-related tasks (thinking vs feeling) distinctively impact the service
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How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media J. Serv. Res. (IF 12.4) Pub Date : 2022-05-16 Jeremy S. Wolter, Todd J. Bacile, Pei Xu
Research on consumer engagement in social media is flourishing. However, online incivility is rampant and its effect on consumer engagement is unknown. The current work posits long-term consumer engagement with a brand is decreased when consumer-to-consumer uncivil interactions take place on brands’ social media channels. Using behavioral data from Facebook, the first study documents that a consumer’s
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Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences J. Serv. Res. (IF 12.4) Pub Date : 2022-05-09 Anu Helkkula, Eric Arnould, An Chen
In the global world, service cultures interact. The co-shaping interaction of local and global service cultures is a form of glocalization. In China, interaction between traditional Chinese medicine (TCM) and Western medicine (WM) has produced glocalized versions of both services. Through analysis of customers’ experience of healthcare service in southwestern China, this paper addresses two research
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Driving Retail Cross-Selling J. Serv. Res. (IF 12.4) Pub Date : 2022-04-28 Angela J. Xu, Raymond Loi, Cheris W. C. Chow, Vicky S. Z. Lin
Cross-selling is one of the most important sales strategies retail organizations adopted to drive business revenue and increase customer lifetime value. While considerable efforts have been devoted to developing data-based cross-selling models, little is known about how and when store managers can drive frontline service employees (FSEs) to cross-sell. Drawing on work meaningfulness literature, we
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Modular Service Design of Information Technology-Enabled Services J. Serv. Res. (IF 12.4) Pub Date : 2022-04-22 Tuure Tuunanen, Markus Salo, Feng Li
The literature has proposed ways to modularize information-technology-enabled services (ITeS) with limited success. We argue that applying design principles (DPs) can address this gap and revitalize the service modularization literature. With a qualitative research study, we develop exemplar DPs and a set of prioritized DPs for ITeS. We contribute to the literature by demonstrating how complex service
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Artificial Emotions and Love and Sex Doll Service Workers J. Serv. Res. (IF 12.4) Pub Date : 2022-04-14 Russell Belk
Realistic looking humanoid love and sex dolls have been available on a somewhat secretive basis for at least three decades. But today the industry has gone mainstream with North American, European, and Asian producers using mass customization and competing on the bases of features, realism, price, and depth of product lines. As a result, realistic life size artificial companions are becoming more affordable
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It is Really Not a Game: An Integrative Review of Gamification for Service Research J. Serv. Res. (IF 12.4) Pub Date : 2022-04-11 Robert Ciuchita, Jonas Heller, Sarah Köcher, Sören Köcher, Thomas Leclercq, Karim Sidaoui, Susan Stead
Gamification has attracted considerable practitioner attention and has become a viable tactic for influencing behavior, boosting innovation, and improving marketing outcomes across industries. Simultaneously, studies on the use of gamification techniques have emerged in diverse fields, including computer science, education, and healthcare. Despite the broad popularity of gamification in other fields
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Toward Multisensory Customer Experiences: A Cross-Disciplinary Bibliometric Review and Future Research Directions J. Serv. Res. (IF 12.4) Pub Date : 2022-03-26 Susan Stead, Ruud Wetzels, Martin Wetzels, Gaby Odekerken-Schröder, Dominik Mahr
An in-depth understanding of multisensory customer experiences could inform and transform service experiences across the touchpoints of customer journeys. Sensory research in service and marketing disciplines mostly refers to individual senses in isolation. However, relevant insights could be gleaned from other disciplines to explore the multisensory nature of customer experiences. Noting the fragmented
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To go or to let it go: A regulatory focus perspective on Bundle Consumption J. Serv. Res. (IF 12.4) Pub Date : 2022-03-03 Arpita Pandey, Sanjeev Tripathi
Despite the widespread reliance on service bundles across industries (examples include theater season-tickets, vacation packages, and annual sports passes), the impact of consumer-specific factors on the post-purchase consumptions of such bundles has received limited academic attention. Drawing on regulatory focus theory, we show that a consumer’s regulatory orientation influences the consumption of
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Social Media Communication and Company Value: The Moderating Role of Industry Competitiveness J. Serv. Res. (IF 12.4) Pub Date : 2022-02-24 Alireza Golmohammadi, Dinesh K. Gauri, Hooman Mirahmad
Existing research demonstrates that industry competitiveness influences the effectiveness of marketing actions. However, limited scholarly attention has been paid to how service companies should communicate on social media under different levels of industry competitiveness. The current research seeks to address this gap in the literature by analyzing social media communication, brand impression, and
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Conceptualizing Services and Service Innovation: A Practice Theory Study of the Swedish Music Market J. Serv. Res. (IF 12.4) Pub Date : 2022-02-22 Per Skålén, Johanna Gummerus
In today’s complex and interconnected marketplace, the study of services and service innovation among multiple actors is an underdeveloped, but a theoretically and managerially relevant research area for enabling value cocreation. Building on general practice theory, the scarce prior service research that has drawn on practice theory, and an empirical study of the Swedish music market, this paper outlines
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Food Experience Design to Prevent Unintended Consequences and Improve Well-being J. Serv. Res. (IF 12.4) Pub Date : 2021-12-22 Michela Addis, Wided Batat, S. Sinem Atakan, Caroline G. Austin, Danae Manika, Paula C. Peter, Lane Peterson
This article introduces a novel and comprehensive conceptual framework for designing innovative food experiences that enhance food well-being. We call this framework the novel food experience design. It supports managers in cocreating customer-centric food experiences to limit unintended detrimental consequences and enhance individual and societal food well-being. The novel food experience design (1)
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Unintended Consequences in Transformative Service Research: Helping Without Harming J. Serv. Res. (IF 12.4) Pub Date : 2021-12-17 Christopher P. Blocker, Brennan Davis, Laurel Anderson
Even as transformative service initiatives promote greater well-being, they may also create unintentionally negative consequences. Research investigates boundary conditions and boomerang effects that wash out or reverse the intended effects of service initiatives. However, such research generally advances greater depth of insight about unintended consequences in a particular stream rather than bridging
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Vital Service Captivity: Coping Strategies and Identity Negotiation J. Serv. Res. (IF 12.4) Pub Date : 2021-12-13 Samuel Guillemot, Margot Dyen, Annick Tamaro
Nursing homes are the quintessential example of vital service captivity. Consumers need vital services when they can no longer fulfil their basic needs on their own and their only choice is to delegate them to the market (e.g. care services for long-term and chronic illnesses, eating assistance at mealtimes). The service is referred to as ‘captive’ because older people are generally unwilling to use
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Free-to-Fee Transformation of Industrial Services J. Serv. Res. (IF 12.4) Pub Date : 2021-12-11 Mekhail Mustak, Wolfgang Ulaga, Marcella Grohmann, Florian von Wangenheim
Industrial firms venturing into services is a common phenomenon in B2B markets. However, companies are often unable to monetize many such services, thus incurring high costs of service provision without benefiting from revenue generation in return. To address this critical but little-studied problem, we investigate how industrial firms can transform existing free services into for-fee offerings. Employing
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Aesthetic Work as Cultural Competence: Chasing Beauty in the Coproduction of Aesthetic Services J. Serv. Res. (IF 12.4) Pub Date : 2021-12-06 Aphrodite Vlahos, Anna E. Hartman, Julie L. Ozanne
Prior research stresses the importance of consumer participation in service coproduction. We examine the coproduction of aesthetic services, which are services in which beauty is a critical outcome. Consumers face challenges communicating their aesthetic tastes because of technical constraints that are understood by service providers but that consumers do not fully understand. To fill this gap, consumers
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The Service-Profit Chain: Reflections, Revisions, and Reimaginations J. Serv. Res. (IF 12.4) Pub Date : 2021-11-11 Jens Hogreve, Anja Iseke, Klaus Derfuss
Over the past 25 years, the service–profit chain (SPC) has become a prominent guidepost for service managers and researchers. In this article, we reflect on and synthesize published research to clarify what researchers have learned about the SPC and what remains less well understood. Based on an in-depth discussion of the field, we present a revised SPC and propose multiple areas in which further research
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It Went Downhill From There: The Spillover Effect from Previous Customer Mistreatment on Frontline Employees’ Service Delivery J. Serv. Res. (IF 12.4) Pub Date : 2021-11-05 Yumeng Yue, Karyn L. Wang, Markus Groth
Research indicates that a customer’s service experience is shaped by their past experiences with the firm. However, the extent to which past experiences with customers shape frontline service employees’ delivery of services has not been examined. We propose that the analysis of service encounters as discrete, independent units ignores possible linkages between customer experiences via frontline employees
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Legitimacy Processes and Trajectories of Co-Prosumption Services: Insights from Coworking Spaces J. Serv. Res. (IF 12.4) Pub Date : 2021-10-15 Ricarda B. Bouncken, Victor Tiberius
Our study applies legitimacy theorizing to service research, zooming in on co-prosumption service business models, which reside on significant direct contacts among provider-actors and customers as well as fellow customers in the service space. Our findings are based on a longitudinal flexible pattern matching method on 17 coworking spaces. The service cocreation nuances the double role of customers
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The Effects of Service Crises and Recovery Resources on Market Reactions: An Event Study Analysis on Data Breach Announcements J. Serv. Res. (IF 12.4) Pub Date : 2021-09-30 Shahin Rasoulian, Yany Grégoire, Renaud Legoux, Sylvain Sénécal
Building on the literatures on service failure and crisis seriousness, we develop a framework to understand the effects of a specific type of service crisis (i.e., data breaches) and organizational recovery resources on the reactions of the stock market. To do so, we conduct an event study analysis with a sample of 217 data breach announcements, as our empirical context. Our analyses reveal that a
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Consumer Job Journeys J. Serv. Res. (IF 12.4) Pub Date : 2021-09-25 Lance A. Bettencourt, Colleen Harmeling, Yashoda Bhagwat-Rana, Mark B. Houston
This article introduces the consumer job journey as a more holistic perspective by which to understand consumption journeys undertaken to acquire and use goods and services. It aids scholars and managers by helping make evident some key consumer decisions and behaviors that otherwise would be invisible. Four tenets lay the foundation for the concept of a consumer job journey, establishing some key
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Actor Ecosystem Readiness: Understanding the Nature and Role of Human Abilities and Motivation in a Service Ecosystem J. Serv. Res. (IF 12.4) Pub Date : 2021-09-18 Ilias Danatzis, Ingo O. Karpen, Michael Kleinaltenkamp
Fueled by technological advances, service delivery today is increasingly realized among multiple actors beyond dyadic service encounters. Customers, for example, often collaborate with peers, service employees, platform providers, or other actors in a service ecosystem to realize desired outcomes. Yet such multi-actor settings pose greater demands for both customers and employees given added connectivity