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Customer transformation in services: conceptualization and research agenda Journal of Service Theory and Practice (IF 4.545) Pub Date : 2024-02-27 Marco Antonio Robledo
Purpose Customer transformation is currently overlooked in service research. This article aims to conceptualize customer transformation and develop a research agenda to encourage more exploration in this area. Design/methodology/approach This conceptual article builds on the literature on transformation and related topics in psychology, sociology, education and anthropology. Findings The presented
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Dualities of digital services: everyday digital services as positive and negative contributors to customer well-being Journal of Service Theory and Practice (IF 4.545) Pub Date : 2024-02-19 Tiina Kemppainen, Tiina Elina Paananen
Purpose This study examines the dualities of digital services – that is, how customers’ favorite everyday digital services can positively and negatively contribute to their well-being. Thus, the study describes the meanings of favorite digital services as part of customers’ everyday lives and the types of well-being to which such services can contribute. Design/methodology/approach We used a qualitative
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The role of privacy-related factors in consumer perceptions of smart advertising Journal of Service Theory and Practice (IF 4.545) Pub Date : 2024-02-16 Chih-Hui Shieh, I-Ling Ling, Yi-Fen Liu
Purpose As a smart service, location-based advertising (LBA) integrates advanced technologies to deliver personalized messages based on a user’s real-time geographic location and needs. However, research has shown that privacy concerns threaten the diffusion of LBA. This research investigates how privacy-related factors (i.e. LBA type, privacy self-efficacy (PSE) and consumer generation) impact consumers’
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Serving customers through chatbots: positive and negative effects on customer experience Journal of Service Theory and Practice (IF 4.545) Pub Date : 2024-02-15 Angelo Ranieri, Irene Di Bernardo, Cristina Mele
Purpose Service research offering a view of both the dark and bright sides of smart technology remains scarce. This paper embraces a critical perspective and examines the conflicting outcomes of smart services on the customer experience (CX), with a specific focus on chatbots. Design/methodology/approach This study uses empirical research methods to examine a single case study where an online retail
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A systematic literature review on transformative practices and well-being outcomes in healthcare service Journal of Service Theory and Practice (IF 4.545) Pub Date : 2024-02-13 Veronica Ungaro, Laura Di Pietro, Roberta Guglielmetti Mugion, Maria Francesca Renzi
Purpose The paper aims to investigate the practices facilitating the transformation of healthcare services, understanding the resulting outcomes in terms of well-being and uplifting changes. a systematic literature review (SLR) focusing on analyzing the healthcare sector under the transformative service research (TSR) theoretical domain is conducted to achieve this goal. Design/methodology/approach
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Spoken service language for customer well-being in a transformative service context: residential aged care Journal of Service Theory and Practice (IF 4.545) Pub Date : 2024-02-09 Madalyn Anne Scerri, Rajka Presbury
Purpose Spoken service language is critical for service experiences and human welfare in many service settings. However, little is known about how spoken service language can enhance customer well-being in transformative service contexts. This paper explores spoken service language and well-being for customers experiencing vulnerability in a transformative service context, informed by an empirical
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Organizational practices to co-create value with family members engaged in service journeys of their loved ones Journal of Service Theory and Practice (IF 4.545) Pub Date : 2024-02-02 Katrien Verleye, Sofie Holvoet
Purpose The aim of this research is to provide insight into how organizations can co-create value with family members engaged in service journeys of customers experiencing vulnerabilities, thereby paying attention to their organizational practices (i.e. recursive or routinized patterns of organizational actions and behaviors). Design/methodology/approach To investigate, this research relies upon a
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Does actors' engagement with capacity-building training programs enable delivery of SDG-aligned public services? The case of senior public officials Journal of Service Theory and Practice (IF 4.545) Pub Date : 2024-01-31 Fara Azmat, Ahmed Shahriar Ferdous, Faisal Wali, Mohammad Badrul Muttakin, Mohammed Ziaul Haque
Purpose This study examines whether engagement with Sustainable Development Goal (SDG)-focused specialized training programs enable senior public officials (focal actor) to collectively deliver on public services that have a transformational societal impact over time. Further, the study explores the factors that impede and facilitate the delivery of such services. The authors do so by using service
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Misery loves company: evaluation of negative e-WOM effects at the post-service recovery stage Journal of Service Theory and Practice (IF 4.545) Pub Date : 2024-01-29 Aditi Sarkar Sengupta, Marla Royne Stafford, Alexa K. Fox
Purpose The authors' research examines how negative electronic word-of-mouth (e-WOM) alters focal customers' post-recovery justice perceptions and attitudes to determine their future behavior with the service provider. Specifically, this paper develops and tests a conceptual model to investigate how negative e-WOM alters focal customers' perceptual and attitudinal outcomes after the service recovery
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The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM Journal of Service Theory and Practice (IF 4.545) Pub Date : 2024-01-25 Süleyman Çelik, Öznur Özkan Tektaş, Bahtışen Kavak
Purpose Service failures usually occur in front of third-party customers. Third-party customers react emotionally and behaviorally to service failure and recovery efforts aimed at focal customers. However, there is a gap in the literature on how third-party customers react to a service failures incident and a recovery over another customer, depending on how socially close or distant they are from.
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Cultural change in servitization – a conceptual review and framework Journal of Service Theory and Practice (IF 4.545) Pub Date : 2024-01-23 Benjamin Biesinger, Karsten Hadwich, Manfred Bruhn
Purpose (Digital) servitization, referring to service-driven strategies and their increasing implementation in manufacturing, is one of the most rapidly growing areas in industrial service research. However, the cultural change involved in successful servitization is a phenomenon that is widely observed but poorly understood. This research aims to clarify the processes of social construction as manufacturers
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Exploring power strategies for transformation in a service-ecosystem Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-12-28 Johannes Hogg
Purpose The paper covers the topic of power strategies between actors and the interplay between the service ecosystem and the actor(s), and vice versa. The paper addresses the lack of conceptual development concerning power considerations beyond dyadic, rigid and role-based models found in general marketing literature. Further, the paper opens the area of power relationships, using the service ecosystem
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Smartness unleashed: a multilevel model for understanding consumers' perceptions and adoption across a myriad of smart offerings Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-12-26 Antje Fricke, Nadine Pieper, David M. Woisetschläger
Purpose Consumers' perceptions of product intelligence affect their willingness to accept smart offerings. This paper explores how people perceive various smart products based on their smartness profiles, composed of five distinct smartness facets. Additionally, the study investigates how these perceptions of product intelligence impact consumers' evaluation of factors that either promote or impede
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Business model innovation through the adoption of service logic: evolving to servification Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-12-18 Christian Grönroos
Purpose In servitization research, there has been a call to move further toward the development of business models based on a service approach. This article aims to answer this call by adopting service logic (SL) and developing strategies and organizational resources and processes to create a service-centric business model called servification, defined as the process of identifying and developing strategies
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AI credibility and consumer-AI experiences: a conceptual framework Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-12-05 Abdul Wahid Khan, Abhishek Mishra
Purpose This study aims to conceptualize the relationship of perceived artificial intelligence (AI) credibility with consumer-AI experiences. With the widespread deployment of AI in marketing and services, consumer-AI experiences are common and an emerging research area in marketing. Various factors affecting consumer-AI experiences have been studied, but one crucial factor – perceived AI credibility
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What's love got to do with it? Exploring the role of universities and third places in supporting human mate choice Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-12-05 Alexandra Zimbatu, Stephen Whyte
Purpose The growing cost and difficulty related to “finding someone” suggests that the role of service organisations in explicitly supporting and designing opportunities for love between customers merits further attention. This study employs a multidisciplinary approach of both services marketing and the economics of mate choice to understand how service organisations can exercise the third place effect
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Avoiding excessive AI service agent anthropomorphism: examining its role in delivering bad news Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-11-29 Rory Francis Mulcahy, Aimee Riedel, Byron Keating, Amanda Beatson, Kate Letheren
Purpose The aim of this paper is twofold. First, it seeks to understand how different forms of anthropomorphism, namely verbal and visual, can enhance or detract from the subjective well-being of consumers and their co-creation behaviors whilst collaborating with artificial intelligence (AI) service agents. Second, it seeks to understand if AI anxiety and trust in message, function as primary and secondary
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Artificial intelligence and value co-creation: a review, conceptual framework and directions for future research Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-11-17 Baby Chandra, Zillur Rahman
Purpose Artificial intelligence (AI) has a significant impact on value co-creation (VCC). However, a study providing a comprehensive summary of the current state of the art and common ground of the two fields is missing. The current study aims to fill this gap by conceptualizing the role of AI in VCC and customer decision-making. Design/methodology/approach The study reviews literature on VCC and AI
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Typology of the transition path to fintech: multi-level comparative analysis Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-11-17 Sepehr Ghazinoory, Meysam Shirkhodaie, Mercedeh Pahlavanian
Purpose Fintechs are expected to develop rapidly as technologies that help improve the efficiency of the traditional financial system, but an examination of fintech subbranches shows different behaviors. In some sub-branches, the transition has been accompanied by a higher speed and more success, but in some other sub-branches, the opposite has been observed. The difference in the development of fintech
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Uncovering the trends and developments in subscription business models through bibliometric analysis Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-11-10 Yogesh Sharma, Rajeev Sijariya
Purpose The purpose of this study is to examine the trends and developments of subscription business models (SBMs) over the past two decades. Design/methodology/approach The study extracted 469 documents (articles and reviews) from the Scopus database during 2000–2022 and analysed 132 documents (articles and reviews). A bibliometric methodology of scientific mapping was employed, including a cluster
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Customer intention to participate in service recovery: what is it and what are the drivers? Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-11-08 Gurbir Singh, Abhishek Mishra
Purpose Customer participation (CP) in service recovery is one of the ways to co-create value with the service provider. Most existing studies assume that customers are willing to participate in service recovery, provided the firm offers them the opportunity. In this study, the authors propose the construct named customer intention to participate in service recovery (CIPSR), develop a scale for it
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GraphEx: visualizing and managing customer experience in its multidimensionality Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-11-08 Yasin Sahhar, Raymond Loohuis, Jörg Henseler
Purpose Customer experience has become a vital premise in service theory and practice. Despite researchers' and managers' growing interest, the customer experience remains a complex and multidimensional concept that is challenging for service providers to understand. This study aims to graph the experience in its multidimensionality by categorizing and proposing matching practices for service marketing
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Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AI Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-10-16 Jan Hendrik Blümel, Mohamed Zaki, Thomas Bohné
Purpose Customer service conversations are becoming increasingly digital and automated, leaving service encounters impersonal. The purpose of this paper is to identify how customer service agents and conversational artificial intelligence (AI) applications can provide a personal touch and improve the customer experience in customer service. The authors offer a conceptual framework delineating how text-based
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Retail robots as sales assistants: how speciesism moderates the effect of robot intelligence on customer perceptions and behaviour Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-10-11 Jorge Carlos Fiestas Lopez Guido, Jee Won Kim, Peter T.L. Popkowski Leszczyc, Nicolas Pontes, Sven Tuzovic
Purpose Retailers increasingly endeavour to implement artificial intelligence (AI) innovations, such as humanoid social robots (HSRs), to enhance customer experience. This paper investigates the interactive effect of HSR intelligence and consumers' speciesism on their perceptions of retail robots as sales assistants. Design/methodology/approach Three online experiments testing the effects of HSRs'
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When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-10-09 Jinsheng Cui, Mengwei Zhang, Jianan Zhong
Purpose This research aims to investigate the influence of consumers' anticipated trust in service providers on brand switching intention and its underlying psychological mechanism. More importantly, this study explores the moderating role of type of service providers (human staff/humanoid robots/nonhumanoid robots). Design/methodology/approach This study adopted two single-factor between-subjects
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Relaxation, morning recovery state and customer- and coworker-directed extra-role service behavior: the moderating effect of work–family interface Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-09-11 Hyewon Park, Won-Moo Hur, Seung-Yoon Rhee
Purpose This study aims to investigate the impact of overnight off-work relaxation on the performance of frontline service employees (FLEs). Specifically, the authors focused on FLEs' customer-directed extra-role service behavior (C-ERSB) and coworker-directed extra-role service behavior (CW-ERSB) as indicators of outstanding service performance. Drawing on the conservation of resources (Hobfoll, 1989)
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Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-09-04 Fang Xie, Xufan Zhang, Jing Ye, Lulu Zhou, Wenjian Zhang, Feng Tian
Purpose Based on the resource conservation theory, this research paper aims to evaluate the positive impact of customer orientation on frontline employees' emotional exhaustion and the moderating effects of customer incivility and supervisor monitoring. Design/methodology/approach Two-wave data from 484 frontline employees in power supply business halls were analyzed. This study used AMOS 23.0, SPSS22
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Work more, pay more? The impact of customer participation on customer pay-what-you-want payments Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-09-04 Yves Van Vaerenbergh, Annelies Costers, Anja Van den Broeck
Purpose The optimal level of customer participation is an important factor in service design. However, researchers know little about the impact of customer participation for their willingness to pay and hence organizations’ financial outcomes. This paper examines the impact of customer participation in a pay-what-you-want (PWYW) pricing system, allowing customers to pay any price they want for a product
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Framing your concerns right: an analysis of air passengers' complaints during two time periods Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-09-01 Divya Sharma, M. Vimalkumar, Sirish Gouda, Agam Gupta, Vignesh Ilavarasan
Purpose Consumers are increasingly choosing social media over other channels and mechanisms for grievance redressal. However, not all social media grievances elicit a response from businesses. Hence, in this research the authors aim to explore the effect of the complainant's social characteristics and the complaint's social and content characteristics on the likelihood of receiving a response to a
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FLEs' concerns with misbehaving customers in the time of COVID and beyond Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-08-30 Stephanie T. Gillison, Sharon E. Beatty, William Magnus Northington, Shiri Vivek
Purpose This research investigates the impact of customer rule violation issues on frontline employees' (FLEs’) burnout due-to-customers. A model and hypotheses are developed using COR theory and past literature on misbehaving customers and their effects on customer-facing employees. Design/methodology/approach The proposed model was assessed using a survey of 840 frontline retail, restaurant, service
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The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-08-25 Nathalie Kron, Jesper Björkman, Peter Ek, Micael Pihlgren, Hanan Mazraeh, Benny Berggren, Patrik Sörqvist
Purpose Previous research suggests that the compensation offered to customers after a service failure has to be substantial to make customer satisfaction surpass that of an error-free service. However, with the right service recovery strategy, it might be possible to reduce compensation size while maintaining happy customers. The aim of the current study is to test whether an anchoring technique can
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Antecedents and consequences of effective customer participation: the role of customer education and service modularity Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-08-01 Syed Aamir Ali Shah, Muhammad Shakeel Sadiq Jajja, Kamran Ali Chatha
Purpose Using multiple theoretical lenses, the paper develops and empirically tests a service design-based framework of effective customer participation (CP) in service delivery. Particularly, the paper examines the impact of customer education on effective CP, besides the latter's effect on service quality. The direct and moderating effect of service modularity on the association between customer
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Service robots and artificial morality: an examination of robot behavior that violates human privacy Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-07-19 Magnus Söderlund
Purpose Service robots are expected to become increasingly common, but the ways in which they can move around in an environment with humans, collect and store data about humans and share such data produce a potential for privacy violations. In human-to-human contexts, such violations are transgression of norms to which humans typically react negatively. This study examines if similar reactions occur
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How gamified online loyalty programs enable and facilitate value co-creation: a case study within a sports-related service context Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-07-13 Frederic Dreher, Tim Ströbel
Purpose The aim of this paper is to gain insights from a case study into how gamified loyalty programs enable and facilitate value co-creation and what underlying purpose organizations pursue when engaging with members in such a program. Design/methodology/approach A multimethod approach is deployed consisting of an observational and an explorative study. The authors collaborate with adidas, one of
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Factors influencing consumer forgiveness: a systematic literature review and directions for future research Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-07-12 Yungchul Kim, Ting Hin Ho, Lay Peng Tan, Riza Casidy
Purpose Consumer forgiveness is an important concept in service failure and recovery research. To advance knowledge and develop future research agenda in this domain, this paper provides a systematic review of the literature on factors influencing consumer forgiveness while adopting the customer journey perspective. Design/methodology/approach Using the Preferred Reporting Items for Systematic Reviews
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Gig worker typology and research agenda: advancing research for frontline service providers Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-06-22 Alexander Davidson, Mark R. Gleim, Catherine M. Johnson, Jennifer L. Stevens
Purpose The unique employment status of gig workers as independent contractors and their impact on consumers provide an important opportunity for the current research to understand gig workers' perceptions of their employment and how that affects job performance outcomes. These gig workers serve as the frontline service providers for platforms like Airbnb hosts, Lyft drivers and Wag walkers performing
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Whose customer orientation? Exploring the relationships between leaders, team customer orientation climate and customer satisfaction Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-06-13 Xin Zhao, Na Fu, Xiaoning Liang
Purpose Team leaders play a vital role in achieving superior team performance. However, their role in implementing the organizational customer orientation strategy is not well understood. Drawing on social exchange theory, this study investigates how team leader customer orientation affects team customer orientation climate and team performance (i.e. customer satisfaction) as well as the moderating
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Managing burnout from engagement-derived acting strategy Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-06-13 Catherine Prentice, Lan Snell, Phyra Sok
Purpose Performing emotional labour is required of customer-contact employees (CCEs) to regulate their emotions through acting to conform to organisational display rules. Prior research is focused on investigating the detrimental outcomes of CCEs engaging in emotional labour acting to meet these display rules and organisational-related antecedents. This study takes a fresh perspective to propose how
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Participative leadership and service recovery performance: a moderated mediation model Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-06-13 Muhammad Aamir Shafique Khan, Du Jianguo, Shuai Jin, Munazza Saeed, Adeel Khalid
Purpose Using the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery performance. The present study also tests FLEs’ role breadth self-efficacy (RBSE) as a theoretically relevant mediator and FLE trait mindfulness as an important moderator. Design/methodology/approach Data were collected
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Demystifying employee co-creation: optimism and pro-social behaviour as moderators Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-06-08 Yosafat Bangun, Johra Kayeser Fatima, Majharul Talukder
Purpose The human side of the job demands–resources (JD-R) model was this study's focus, examining job resources' impact on employees' co-creation intention. It considered employee satisfaction, engagement (vigour, absorption and dedication) and self-construal affect as mediators, with optimism and employee pro-social behaviour as moderators. Design/methodology/approach In total, 214 responses from
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Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-05-26 Giang Hoang, Huong Nguyen, Tuan Trong Luu, Thuy Thu Nguyen
Purpose To achieve business success in a competitive market, hospitality firms are urged to search for different ways to enhance the firms' innovation capabilities. Drawing on dynamic capability theory, this study examined the role of entrepreneurial leadership in promoting product and process innovation through the mediating effect of innovation strategy and the moderating effect of knowledge acquisition
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Redesigning loyalty marketing for a better world: the impact of green loyalty programs on perceived value Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-05-22 Michaël Flacandji, Juliette Passebois Ducros, Marco Ieva
Purpose Given the controversial nature of the effectiveness of loyalty programs (LPs), this paper examines the effect of a new type of LP, namely green LPs, on consumers' perceived value of LPs. Specifically, the authors identify three types of green LP design and test their impact on perceived value. Design/methodology/approach An experimental protocol involving 1,016 shoppers was adopted in order
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Consumer confusion and its consequences in the e-hospitality marketplace: the mediating role of negative emotions Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-05-22 Anuradha Sharma, Jagwinder Singh, Gyan Prakash
Purpose Cluttered website layout and a poor presentation of information on limited web space are present on tourism websites as ineffective marketplace stimuli that give rise to the problem of consumers' confusion. Based on stimulus organism response theory (SOR), this research investigates the three-dimensional confusion framework, its direct and indirect effect on negative eWOM, and consumers' decision
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“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-04-11 Ashish Kalra, Omar S. Itani, Sijie Sun
Purpose This study examines the contextual variables that can curb the negative effects of role conflict on job satisfaction and enhance the positive effect of job satisfaction on creativity and service performance. More specifically, adopting the job demands-resources theory, the authors explore the interactive effect of frontline employee (FLE) self-monitoring and FLE-manager trust on the relationship
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Linking environmentally-specific empowering leadership to hotel employees' green creativity: understanding mechanisms and boundary conditions Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-03-28 Kamal Badar, Yasir Mansoor Kundi, Ahmad Nabeel Siddiquei, Ahmad Abualigah
Purpose Drawing on conservation of resources and social exchange theories, the authors build and test a theoretical model examining the association of environmentally-specific empowering leadership (ESEL) with green creativity as well as the mediating and moderating roles of green knowledge sharing behavior and green psychological climate, respectively, in this association. Design/methodology/approach
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Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-03-23 Teresa Fernandes, Manuel Aires de Matos
Purpose Non-profit organizations (NPO) contribute significantly to the welfare of citizens and communities. Engagement in volunteering is crucial for sustaining volunteer motivation and for the effective and efficient functioning of NPO, with significant implications for society at large. Yet, literature on volunteer engagement (VE) is limited to date. Grounded on service-dominant logic, self-congruity
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Difficulties to digitalize: ambidexterity challenges in law firms Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-03-15 Charlotta Kronblad, Johanna E. Pregmark, Rita Berggren
Purpose This paper aims to understand what prevents established law firms from embracing digitalization and discusses barriers to solving the emerging ambidexterity problem. Law firms have been organized in the same way for decades. However, digital opportunities are emerging and new competitors are challenging established firms. This presents established law firms with an ambidexterity problem: How
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Flourishing digital technology in professional services firms: multidisciplinary perspectives in India Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-02-28 Ansumalini Panda, Srinivas Subbarao Pasumarti, Suvarna Hiremath
Purpose The purpose of this paper is to identify the role of digitalization on the key characteristics of professional service firms (PSFs) that are part of the service sector and inherently oriented with intense knowledge, capital and professionalized workforces.xD; xA. Design/methodology/approach This study adopted a qualitative, exploratory and inductive research methodology based on in-depth interviews
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Failure to maintain customers: antecedents and consequences of service downgrades Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-02-28 Liming Lin, Zhaoyang Guo, Chenxi Zhou
Purpose Despite service downgrades' undisputed practical relevance, service downgrades (e.g. customers shifting the price tier downward) have received surprisingly little attention from scholars. Previous studies have focussed on either the public policy issue of tiered pricing or optimal pricing by the service provider. Only a few studies have examined why customers shift across different price tiers
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Gamification in the customer journey: a conceptual model and future research opportunities Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-02-28 Jorge H.O. Silva, Glauco H.S. Mendes, Jorge G. Teixeira, Daniel Braatz
Purpose While academics and practitioners increasingly recognize the impacts of gamification on customer experience (CX), its role in the customer journey remains undeveloped. This article aims to identify how gamification can leverage each customer journey stage, integrate the findings into a conceptual model and propose future research opportunities. Design/methodology/approach Since CX and customer
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How inaccessible retail websites affect blind and low vision consumers: their perceptions and responses Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-02-28 Alex H. Cohen, Jorge E. Fresneda, Rolph E. Anderson
Purpose This research seeks to fill a gap in the service and retailing marketplace experience literature as well as retailing practice by extending Attribution and Expectancy Disconfirmation Theories to the large and growing market of consumers with vision disabilities. It reveals how accessibility-related service failures with a retailer's website can lead to anti-firm reactions from blind and low
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The writing is on the wall: predicting customers' evaluation of customer-firm interactions using computerized text analysis Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-02-20 Caitlin Ferreira, Jeandri Robertson, Raeesah Chohan, Leyland Pitt, Tim Foster
Purpose This methodological paper demonstrates how service firms can use digital technologies to quantify and predict customer evaluations of their interactions with the firm using unstructured, qualitative data. To harness the power of unstructured data and enhance the customer-firm relationship, the use of computerized text analysis is proposed. Design/methodology/approach Three empirical studies
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Finding a fit between CXO’s experience and AI usage in CXO decision-making: evidence from knowledge-intensive professional service firms Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-02-07 Poojitha Kondapaka, Sayantan Khanra, Ashish Malik, Muneza Kagzi, Kannan Hemachandran
Purpose Artificial intelligence (AI) applications’ usage in Chief Officers’ (CXOs’) decision-making is a topic of current research interest. A fundamental dilemma is carefully planning an effective combination of a CXO’s professional experiences and AI applications’ decision-making responsibility. However, the existing literature fails to specify the value of co-creation of AI applications and the
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Unpacking the relationship between customer citizenship behavior and dysfunctional customer behavior: the role of customer moral credits and entitlement Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-01-31 Taeshik Gong, Chen-Ya Wang
Purpose While the positive effects of customer citizenship behavior are well established, research on its potential negative consequences is scarce. This study aims to examine the indirect relationship between customer citizenship and dysfunctional customers via customer moral credits and entitlement, as well as the moderating influence of customer citizenship fatigue. Design/methodology/approach Study
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When and how digital platforms empower professional services firms: an agility perspective Journal of Service Theory and Practice (IF 4.545) Pub Date : 2023-01-11 Yulong (David) Liu, Henry F.L. Chung, Zuopeng (Justin) Zhang, Mian Wu
Purpose Drawing on a strategic agility perspective, the authors develop a theoretical framework and empirically examine how digital platform adoption and capability impact business performance via digital-enabled strategic agility in the context of professional service firms. Design/methodology/approach The authors propose and examine a conceptual framework based on survey data from 127 professional
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Well-being creation by senior volunteers in a service provider context Journal of Service Theory and Practice (IF 4.545) Pub Date : 2022-12-29 Kunio Shirahada, Alan Wilson
Purpose Given the importance of senior volunteers in an ageing society, this study aims to deepen the understanding of how seniors create well-being by volunteering as service providers in terms of motivations for volunteer participation and value co-creation/co-destruction in service provision. Design/methodology/approach Focussing on senior volunteers acting as service providers in the tourism sector
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Robot service failure: the double-edged sword effect of emotional labor in service recovery Journal of Service Theory and Practice (IF 4.545) Pub Date : 2022-12-28 Yunxia Shi, Rumeng Zhang, Chunhao Ma, Lijie Wang
Purpose This paper aims to discuss the effect of frontline employees' emotional labor (surface acting vs. deep acting) on customer satisfaction and the moderating role of responsibility attributions in the situation of robot service failure. Design/methodology/approach The scenario-based experimental method was designed to perform hypothesis testing and SPSS was used to analyze the data from the 363
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Digitalization processes in small professional service firms: drivers, barriers and emerging organisational tensions Journal of Service Theory and Practice (IF 4.545) Pub Date : 2022-12-27 Silvio Cardinali, Alessandro Pagano, Elisa Carloni, Marta Giovannetti, Lorenzo Governatori
Purpose This study aimed to provide an exploratory analysis of digitalization processes in small professional service firms (SPSFs) by examining their main drivers and barriers and their impact on customer management practices, considering the intra-organizational, inter-organizational and service offering dimensions. Design/methodology/approach This study adopted a qualitative, exploratory and inductive
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I see myself in my leader: transformational leadership and its impact on employees' technology-mediated knowledge sharing in professional service firms Journal of Service Theory and Practice (IF 4.545) Pub Date : 2022-12-13 Mai Nguyen
Purpose Knowledge is the main product of professional service firms; therefore, knowledge is the key to success. Due to the nature of this organizational type, management in professional service firms has faced many challenges in encouraging employees to share knowledge. The diffusion of technologies has facilitated technology-mediated knowledge sharing (TMKS), which helps the transfer of knowledge
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Customer acceptance of service robots under different service settings Journal of Service Theory and Practice (IF 4.545) Pub Date : 2022-11-30 Yi Li, Chongli Wang, Bo Song
Purpose This paper investigates the reasons for the differences in customers' acceptance of service robots (CASR) in actual experience and credence service settings for the following two aspects: (1) different antecedents affecting CASR and (2) different customer perceptions of their own characteristics (role clarity and ability) and service robot characteristics (anthropomorphism and ability). De