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Exploring customer engagement tensions when pursuing responsible business practices Journal of Service Management (IF 10.6) Pub Date : 2024-04-25 Andrew S. Gallan, Diogo Hildebrand, Yuliya Komarova, Dan Rubin, Ronen Shay
Purpose Designing and developing responsible business practices can create various tensions for service organizations. The purpose of this research is to develop a deeper understanding of the relationship between customer engagement (CE) and responsible business practices (e.g. environmental, social and/or governance [ESG], corporate social responsibility [CSR] and diversity, equity, and inclusion
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Customer experience (CX), employee experience (EX) and human experience (HX): introductions, interactions and interdisciplinary implications Journal of Service Management (IF 10.6) Pub Date : 2024-04-24 Anders Gustafsson, Delphine Caruelle, David E. Bowen
Purpose The purpose of this paper is to provide an overview of what (service) experience is and examine it using three distinct perspectives: customer experience (CX), employee experience (EX) and human experience (HX). Design/methodology/approach The present conceptualization blends the marketing and organizational behavior/human resources management (OB/HRM) disciplines to clarify and reflect over
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How and when effective customer journeys drive brand loyalty: the role of consumer-brand identification Journal of Service Management (IF 10.6) Pub Date : 2024-04-16 Bernd F. Reitsamer, Nicola E. Stokburger-Sauer, Janina S. Kuhnle
Purpose Effective customer journey design (ECJD) is considered a key variable in customer experience management and an essential source of brand meaning and pro-brand behavior. Although previous research has confirmed its importance for driving brand attitudes and loyalty, the role of consumer-brand identification as a social identity-based influence in this relationship has not yet been discussed
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Beyond templates: methodological reporting practices and their impact in qualitative service research Journal of Service Management (IF 10.6) Pub Date : 2024-04-05 Aku Valtakoski, Besma Glaa
Purpose The study aims to promote the use of qualitative methods in service research by investigating how these methods are reported in service journals, how the level of reporting has evolved and whether methodological reporting influences the downloads or citations received by qualitative articles. Design/methodology/approach Methodological reporting practices were identified through content analysis
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Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda Journal of Service Management (IF 10.6) Pub Date : 2024-03-20 Candice L. Marti, Huimin Liu, Gurpreet Kour, Anil Bilgihan, Yu Xu
Purpose In an era where complex technological advances increasingly govern service delivery, it is incumbent on service firms to pioneer innovative strategies to sustain customer engagement and cultivate loyalty. This conceptual paper examines the transformative potential of artificial intelligence (AI) in the realm of online customer communities, with a particular focus on its creation, management
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Agencement of onlife and phygital: smart tech–enabled value co-creation practices Journal of Service Management (IF 10.6) Pub Date : 2024-03-12 Cristina Mele, Tiziana Russo-Spena
Purpose In this article, we reflect on how smart technology is transforming service research discourses about service innovation and value co-creation. We adopt the concept of technology smartness’ to refer to the ability of technology to sense, adapt and learn from interactions. Accordingly, we seek to address how smart technologies (i.e. cognitive and distributed technology) can be powerful resources
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Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service Journal of Service Management (IF 10.6) Pub Date : 2024-03-05 Stefanie Fella, Christoph Ratay
Purpose Recently emerged Packaging-as-a-Service (PaaS) systems adopt aspects of access-based services and triadic frameworks, which have typically been treated as conceptually separate. The purpose of this paper is to investigate the implications of blending the two in what we call “access-based triadic systems,” by empirically evaluating intentions to adopt PaaS systems for takeaway food among restaurants
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The origins of digital service innovation (DSI): systematic review of ontology and future research agenda Journal of Service Management (IF 10.6) Pub Date : 2024-02-20 Josip Marić, Mirjana Pejić Bach, Shivam Gupta
Purpose The purpose of this study is to disclose ontology of DSI as a novel concept in servitization community, explore the research context and themes (i.e. technological and industrial sectors) where DSI emerges, unveil methodological complexities of the research on digital servitization and DSI and provide guidelines for future research avenues regarding DSI. Design/methodology/approach Bearing
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Is webcare good for business? A study of the effect of managerial response strategies to online reviews on hotel bookings Journal of Service Management (IF 10.6) Pub Date : 2024-02-08 Ana Isabel Lopes, Edward C. Malthouse, Nathalie Dens, Patrick De Pelsmacker
Purpose Engaging in webcare, i.e. responding to online reviews, can positively affect consumer attitudes, intentions and behavior. Research is often scarce or inconsistent regarding the effects of specific webcare strategies on business performance. Therefore, this study tests whether and how several webcare strategies affect hotel bookings. Design/methodology/approach We apply machine learning classifiers
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An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes Journal of Service Management (IF 10.6) Pub Date : 2024-01-08 David E. Bowen
Purpose This article overviews some key contributions to service research from the organizational behavior/human resource management (OB/HRM) discipline with its strong focus on the role of employees. This focus complements the Marketing discipline’s heavy emphasis on customers, largely true of service research, overall. Design/methodology/approach Ten OB/HRM frameworks/perspectives are applied to
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Acquisition as a mode for servitisation: servitisation integration and consequences Journal of Service Management (IF 10.6) Pub Date : 2023-12-26 Christina Öberg
Purpose While existing literature extensively explores manufacturing firms expanding into services, little is known about the modes of servitisation, the means by which they carry it out. This paper concentrates on acquisitions as a mode of servitisation. Post-acquisition integration is when the potential of an acquisition is realised. The paper therefore aims to categorise types of integrations following
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Digital service innovation in B2B markets Journal of Service Management (IF 10.6) Pub Date : 2023-12-26 Christian Kowalkowski, Jochen Wirtz, Michael Ehret
Purpose Technology-enabled business-to-business (B2B) services contribute the largest share to GDP growth and are fundamental for an economy’s value creation. This article aims to identify key service- and digital technology-driven B2B innovation modes and proposes a research agenda for further exploration. Design/methodology/approach This conceptual paper adopts a techno-demarcation view on service
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Designing the service delivery system for prevention-oriented goals: insights from two case studies Journal of Service Management (IF 10.6) Pub Date : 2023-12-04 Frédéric Ponsignon, Laura Phillips, Philip Smart, Nicholas Low
Purpose This research explores how to design service delivery systems to facilitate a customer experience that enables the realisation of prevention-oriented goals. Design/methodology/approach Case-based research is undertaken to inform the design of service delivery systems for prevention-oriented consumption goals. Data from multiple informants, from both the provider and customer perspective, in
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A Q&A primer and systematic review of meta-analytic reporting in organizational frontline service research Journal of Service Management (IF 10.6) Pub Date : 2023-11-24 Kristina K. Lindsey-Hall, Eric J. Michel, Sven Kepes, Ji (Miracle) Qi, Laurence G. Weinzimmer, Anthony R. Wheeler, Matthew R. Leon
Purpose The purpose of this manuscript is to provide a step-by-step primer on systematic and meta-analytic reviews across the service field, to systematically analyze the quality of meta-analytic reporting in the service domain, to provide detailed protocols authors may follow when conducting and reporting these analyses and to offer recommendations for future service meta-analyses. Design/methodology/approach
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Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship Journal of Service Management (IF 10.6) Pub Date : 2023-11-24 Mahesh Subramony, Danielle van Jaarsveld, Helena Nguyen, Markus Groth, David Solnet
Purpose This paper integrates the findings of the articles included in the special issue (SI) on frontline employee (FLE) research. Articles included in this SI systematically review multiple research domains, including employee and customer engagement, FLE vulnerability, customer mistreatment, service teamwork and service encounters; provide instructions on effectively conducting meta-analyses and
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It takes two to tango: a multidisciplinary bibliometric review across six decades of dyadic service encounter research Journal of Service Management (IF 10.6) Pub Date : 2023-11-20 David D. Walker, Su Kyung (Irene) Kim, Danielle D. van Jaarsveld, Simon Lloyd D. Restubog, Mauricio Marrone, Constantin Lagios, Arman Michael Mehdipour
Purpose The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022. Design/methodology/approach The authors employed bibliometric techniques, co-citation analysis and bibliographic coupling analysis to map schools of thought and research frontiers within the dyadic service encounter literature. In total, the authors analyzed 155
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Circular service management: toward conceptual understanding and service research priorities for a more sustainable future Journal of Service Management (IF 10.6) Pub Date : 2023-11-07 Ingo Oswald Karpen, Bo Edvardsson, Bård Tronvoll, Elina Jaakkola, Jodie Conduit
Purpose Service managers increasingly strive to achieve sustainability through strategies centered on circularity. With a focus on saving, extending and (re)generating resources and their enclosing service systems, circularity can contribute to environmental, social and financial gains. Yet, the notion of circularity is surprisingly understudied in service research. This article seeks to provide an
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The nature and fundamental elements of digital service innovation Journal of Service Management (IF 10.6) Pub Date : 2023-10-31 Stephen L. Vargo, Julia A. Fehrer, Heiko Wieland, Angeline Nariswari
Purpose This paper addresses the growing fragmentation between traditional and digital service innovation (DSI) research and offers a unifying metatheoretical framework. Design/methodology/approach Grounded in service-dominant (S-D) logic's service ecosystems perspective, this study builds on an institutional and systemic, rather than product-centric and linear, conceptualization of value creation
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A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes Journal of Service Management (IF 10.6) Pub Date : 2023-10-31 Yumeng Yue, Nate Zettna, Shuoxin Cheng, Helena Nguyen
Purpose In many contemporary service organizations, service teams or service units are the main engines used to deliver key services to customers, client or patients. However, it remains unclear how teamwork mechanisms (i.e. the ways team members work together) influence customer service outcomes, and whether these relationships vary across different service contexts. To advance knowledge on the nature
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Spiraling between learning and alignment toward digital service innovation Journal of Service Management (IF 10.6) Pub Date : 2023-10-19 Wim Coreynen, Paul Matthyssens, Bieke Struyf, Wim Vanhaverbeke
Purpose This study aims to develop theory on the process toward digital service innovation (DSI) and to generate insights into how companies deal with the rising complexity associated with DSI, both inside and outside of the organization, through organizational learning and alignment. Design/methodology/approach After purposeful sampling, in-depth, longitudinal case studies of three manufacturers are
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Digital service innovation challenges faced during servitization: a multi-level perspective Journal of Service Management (IF 10.6) Pub Date : 2023-10-18 Jamie Burton, Victoria Mary Story, Judy Zolkiewski, Nazifa Nisha
Purpose Digital Service innovation (DSI) plays a fundamental role in the successful transition from product manufacturer or traditional service provider to a provider of digitally-enabled service solutions. Multiple impediments make managing this transformation using digital technologies difficult for firms, their customers and wider ecosystems. Extant knowledge of these digital technology impediments
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Exploring the influence of service employees' characteristics on their willingness to work with service robots Journal of Service Management (IF 10.6) Pub Date : 2023-10-13 Yangjun Tu, Wei Liu, Zhi Yang
Purpose This research empirically investigates how service employees' ratings of technology readiness (TRI), negative attitudes towards robots (NARS), Big Five personality traits (BFI) and emotional demands (ED) affect their willingness to work with service robots (WTW). Design/methodology/approach One set of data is collected from 410 service employees expected to work with service robots in Study
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Brand community formation in service management: lessons from the sport industry Journal of Service Management (IF 10.6) Pub Date : 2023-10-02 Bob Heere, Daniel Lock, Danielle Cooper
Purpose The purpose of this article is to propose an overall framework for brand community formation that separates antecedents that lead to the formation of a brand community from those outcomes that are associated with established communities. Design/methodology/approach The authors approached this review through an interdisciplinary literature review that delineated psychological, structural and
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Digital service innovation (DSI): a multidisciplinary (re)view of its origins and progress using bibliometric and text mining methods Journal of Service Management (IF 10.6) Pub Date : 2023-09-19 Rodrigo Rabetino, Marko Kohtamäki, Tuomas Huikkola
Purpose This paper studies the Digital Service Innovation (DSI) concept by systematically reviewing earlier studies from various scholarly communities. This study aims to recognize how recent advances in DSI literature from different research streams complement and can be incorporated into the growing digital servitization literature to define better and understand DSI. Design/methodology/approach
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Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform Journal of Service Management (IF 10.6) Pub Date : 2023-09-05 Lorea Narvaiza, José Antonio Campos, María Luz Martín-Peña, Eloísa Díaz-Garrido
Purpose Digital service innovation (DSI) is a type of technological innovation that is recognized in practice in the innovation structure of companies. Given the breadth of digital technologies that enable digital services and the variety of these services, analysis is needed to discern the nature of these services, as well as the process that culminates in co-innovation. The literature on DSI is fragmented
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Research on service frontline employees: a science – practice perspective Journal of Service Management (IF 10.6) Pub Date : 2023-09-05 David Solnet, Maria Golubovskaya
Purpose This article aims to build on the insights from the systematic reviews included in this special issue (SI) on frontline service employees (FLE) by adding practitioner perspectives. Its purpose is to gauge knowledge, awareness and practices from industry and government regarding topics related to frontline workers and to offer critical and, in places, provocative insights on the relevance of
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A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes Journal of Service Management (IF 10.6) Pub Date : 2023-09-05 Yu Wu, Markus Groth, Kaixin Zhang, Amirali Minbashian
Purpose Although service researchers have long suggested that customer mistreatment adversely impacts service employees' outcomes, statistical integration of current empirical findings has been lacking. This meta-analysis aims to review and statistically synthesize the state of research on the relationship between customer mistreatment and service employees' affective, attitudinal and behavioral outcomes
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Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research Journal of Service Management (IF 10.6) Pub Date : 2023-08-28 Heath McDonald, Steven Dunn, Dominik Schreyer, Byron Sharp
Purpose The purpose is to review literature on sports season ticket subscriptions to distil current knowledge and guide future research and practice. Design/methodology/approach A systematic literature review is conducted of research on sports season tickets, a long-established and innovative subscription category. Findings In-depth examination of 28 papers showed a focus on drivers of satisfaction
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Some agents are more similar than others: customer orientation of frontline robots and employees Journal of Service Management (IF 10.6) Pub Date : 2023-06-26 David Leiño Calleja, Jeroen Schepers, Edwin J. Nijssen
Purpose The impact of frontline robots (FLRs) on customer orientation perceptions remains unclear. This is remarkable because customers may associate FLRs with standardization and cost-cutting, such that they may not fit firms that aim to be customer oriented. Design/methodology/approach In four experiments, data are collected from customers interacting with frontline employees (FLEs) and FLRs in different
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Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability Journal of Service Management (IF 10.6) Pub Date : 2023-06-22 Aimee Riedel, Amanda Beatson, Asha Worsteling, Rory Francis Mulcahy, Byron W. Keating
Purpose The current research aims to introduce the concept of frontline employee (FLE) vulnerability and examine its antecedents and consequences using a framework grounded in Job Demands-Resource theory (JD-R). Design/methodology/approach A systematic review and meta-analysis guided by PRISMA is utilized to review previous FLE literature (204 studies) and develop a conceptualization of FLE vulnerability
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I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations Journal of Service Management (IF 10.6) Pub Date : 2023-06-20 Rory Francis Mulcahy, Aimee Riedel, Byron W. Keating, Amanda Beatson, Marilyn Campbell
Purpose Online trolling is a detrimental behavior for consumers and service businesses. Although online trolling research is steadily increasing, service research has yet to thoroughly explore how this behavior impacts businesses. Further, the role of bystanders, consumers who witness a victim (business) being trolled, remains largely unexplored. The purpose of this paper is thus to introduce online
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Learning from the pioneering founders of the service research field Journal of Service Management (IF 10.6) Pub Date : 2023-06-08 David E. Bowen, Raymond P. Fisk, John E.G. Bateson, Leonard L. Berry, Mary Jo Bitner, Stephen W. Brown, Richard B. Chase, Bo Edvardsson, Christian Grönroos, A. Parasuraman, Benjamin Schneider, Valarie A. Zeithaml
Purpose A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders. Design/methodology/approach Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson
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The Robotic-Human Service Trilemma: the challenges for well-being within the human service triad Journal of Service Management (IF 10.6) Pub Date : 2023-05-17 Chelsea Phillips, Rebekah Russell–Bennett, Gaby Odekerken-Schröder, Dominik Mahr, Kate Letheren
Purpose The human service triad (i.e. the relationship between the customer, frontline employee (FLE) and managerial employee) experiences a range of well-being challenges when faced with the introduction of service robots. Despite growth in service robot scholarship, understanding of the well-being challenges affecting the human service triad remains fragmented. Hence, the purpose of this paper is
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A research agenda at the intersection of sport sponsorship and service Journal of Service Management (IF 10.6) Pub Date : 2023-05-16 T. Bettina Cornwell, Abby Frank, Rachel Miller-Moudgil
Purpose The purpose of this work is (1) to supply a framework of actors in sport sponsorship and articulate the service relationships that support these partnerships and (2) to propose research questions in this space that are unaddressed and forward-looking. Design/methodology/approach Sponsorship is part of a complex network of actors and service relationships found in sport. The sports team, activity
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Customer-to-customer interactions in the sport fan context: typology, framework (C2CIF) and directions for future research Journal of Service Management (IF 10.6) Pub Date : 2023-05-15 Sebastian Uhrich, Reinhard Grohs, Joerg Koenigstorfer
Purpose Social factors, such as fellow spectators in a stadium or other fans sharing their experiences on online platforms, play a dominant role in spectator sport consumption. This conceptual article sets out to achieve three objectives: classify customer-to-customer (C2C) interactions in the sport fan context, develop a framework that links the classification of interactions to relevant outcomes
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The nature of actor engagement intensity: a classification scheme Journal of Service Management (IF 10.6) Pub Date : 2023-05-15 Eva Qi Wang, Julia A. Fehrer, Loic Pengtao Li, Roderick J. Brodie, Biljana Juric
Purpose Actor engagement (AE) literature shows inconsistent understandings of engagement intensity. However, a holistic picture of the nature of AE intensity is foundational to advance empirical AE models and measurement frameworks. This paper provides a nuanced understanding of what engagement intensity is and how it unfolds on different network levels. Design/methodology/approach This conceptual
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Friend, mentor, lover: does chatbot engagement lead to psychological dependence? Journal of Service Management (IF 10.6) Pub Date : 2023-05-10 Tianling Xie, Iryna Pentina, Tyler Hancock
Purpose The purpose of this study is to explore customer-artificial intelligence (AI) service technology engagement and relationship development drivers, as well as potential negative consequences in the context of social chatbots. Design/methodology/approach A sequential mixed-method approach combined exploratory qualitative and confirmatory quantitative analyses. A conceptual model developed from
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How does service robot anthropomorphism affect human co-workers? Journal of Service Management (IF 10.6) Pub Date : 2023-05-05 Dewi Tojib, Rahul Sujan, Junzhao Ma, Yelena Tsarenko
Purpose Service robots are gradually becoming more anthropomorphic and intelligent. This research aims to investigate how anthropomorphic service robots with different levels of intelligence affect their human counterparts. Design/methodology/approach Two between-subject experimental studies were used to test whether different levels of service robot anthropomorphism with different levels of intelligence
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Self-service technology recovery: the importance of psychological need support Journal of Service Management (IF 10.6) Pub Date : 2023-04-04 Byron W. Keating, Marjan Aslan
Purpose The service recovery literature provides little guidance to firms on how users of self-service technology (SST) perceive assistance provided by human and non-human service agents following a service obstacle. This research responds by addressing two important research questions about SST recovery: (1) how are perceptions of assistance provided following a service obstacle influenced by a customer's
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To automate or not to automate? A contingency approach to service automation Journal of Service Management (IF 10.6) Pub Date : 2023-02-08 Eline Hottat, Sara Leroi-Werelds, Sandra Streukens
Purpose Following a contingency approach, this paper aims to understand when service automation can enhance or destroy value for customers in the frontline by (1) providing a comprehensive overview of factors that influence the value co-creation/co-destruction potential of service automation and (2) zooming in on the combination of service contexts and service tasks to develop research propositions
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Co-creation in healthcare: framing the outcomes and their determinants Journal of Service Management (IF 10.6) Pub Date : 2023-01-23 Floriana Fusco, Marta Marsilio, Chiara Guglielmetti
Purpose Understanding the outcomes of co-creation (CC) in healthcare is increasingly gaining multidisciplinary scientific interest. Although more and more service management scholars have pointed out the benefits of cross-fertilization between the various research fields, the literature on this topic is still scattered and poorly integrated. This study aims to summarize and integrate multiple strands
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Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape Journal of Service Management (IF 10.6) Pub Date : 2022-12-21 Zeya He, Laurie Wu, Xiang (Robert) Li
Purpose Photos are powerful tools to attract individuals’ attention and convey service experiences. Yet exactly how visual cues in a photo contribute to the perceptions of the staged servicescape, and how these perceptions inspire online booking/reservation behaviors, remains underexplored. Addressing the gap, this study aims to uncover (1) how perceptual information mediated by an online photo contributes
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Enabling a service thinking mindset: practices for the global service ecosystem Journal of Service Management (IF 10.6) Pub Date : 2022-12-06 Linda Alkire, Rebekah Russell-Bennett, Josephine Previte, Raymond P. Fisk
Purpose Profound economic, social, political and environmental problems are cascading across modern civilization in the 21st century. Many of these problems resulted from the prevailing effects of rational economics focused on profit maximization. The purpose of this paper is to reframe the mindsets of scholars, firms and public policy decision-makers through enabling Service Thinking practices. D
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Fostering positive customer attitudes and usage intentions for scheduling services via chatbots Journal of Service Management (IF 10.6) Pub Date : 2022-10-24 Daniel Maar, Ekaterina Besson, Hajer Kefi
Purpose This article draws on a reasoned action perspective and the two fundamental dimensions (i.e. warmth and competence) of the Stereotype Content Model (SCM) to analyze customers' chatbot-related attitudes and usage intentions in service retailing. The authors investigate how chatbot, customer, and contextual characteristics, along with perceptions of chatbot warmth and competence, shape customers'
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Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts Journal of Service Management (IF 10.6) Pub Date : 2022-10-17 Eric J. Michel, Kristina K. Lindsey-Hall, Sven Kepes, Ji (Miracle) Qi, Matthew R. Leon, Laurence G. Weinzimmer, Anthony R. Wheeler
Purpose Employing a service-profit chain (S-PC) framework, this manuscript investigates the relationship between employee engagement (EE) and customer engagement (CE) within service contexts and explores how a mediating mechanism, service employee work performance (SEWP), links EE with CE. Design/methodology/approach Meta-analytic procedures ascertain the magnitude of the relationship between EE and
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Service design in healthcare: a segmentation-based approach Journal of Service Management (IF 10.6) Pub Date : 2022-10-11 Jon Engström, Olof Norin, Serge de Gosson de Varennes, Aku Valtakoski
Purpose The study aims to explore how segmentation as a methodology can be adapted to the healthcare context to provide a more nuanced understanding of the served population and to facilitate the design of patient-centric services. Design/methodology/approach The study was based on a collaborative project with a national healthcare organization following the principles of action design research. The
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The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings: a service research agenda Journal of Service Management (IF 10.6) Pub Date : 2022-10-06 Wided Batat, Wafa Hammedi
Purpose Because new-age technologies are gaining a broader interest among service scholars and practitioners, it is critical to identify these technologies and examine the roles they play. The examination needs to be conducted to design engaging customer and service experiences in new phygital settings that connect physical and digital environments. This review article aims to provide researchers with
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Frontline employee expectations on working with physical robots in retailing Journal of Service Management (IF 10.6) Pub Date : 2022-09-13 Kim Willems, Nanouk Verhulst, Laurens De Gauquier, Malaika Brengman
Purpose Service robots have increasingly been utilized in retail settings, yet empirical research on how frontline employees (FLEs) might deal with this new reality remains scarce. This mixed-methods study aims to examine how FLEs expect physical service robots to impact job characteristics and affect their job engagement and well-being. Design/methodology/approach First, explorative interviews (Study
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Designing augmented reality services for enhanced customer experiences in retail Journal of Service Management (IF 10.6) Pub Date : 2022-09-07 Nageswaran Vaidyanathan, Stefan Henningsson
Purpose To deliver superior customer experiences, retailers are increasingly turning to augmented reality (AR) technologies for new digital services that can enhance their customer interactions. The potential of AR has been validated in lab experiments, but when implemented in real-world contexts, its commercial impact has been limited. Therefore, this paper investigates how to design AR-based services
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Wrinkles in a CSR story: mismatched agendas in fast fashion service brands' CSR reputation Journal of Service Management (IF 10.6) Pub Date : 2022-08-30 Jacob Mickelsson, Joep J.G.M. van Haren, Jos G.A.M. Lemmink
Purpose Corporate social responsibility (CSR) is an increasingly important issue for service brands in fast fashion retailing, as consumers' negative impressions about retailers' CSR activities influence brand experience. Consumers' impressions of CSR efforts arise based on agendas communicated through many channels from different sources. The paper unravels the ‘wrinkles’, i.e. possible mismatches
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Reflections and predictions on effects of COVID-19 pandemic on retailing Journal of Service Management (IF 10.6) Pub Date : 2022-07-22 Peter C. Verhoef, Corine S. Noordhoff, Laurens Sloot
Purpose The Covid-19 pandemic has a strong effect on societies, business and consumers. Governments have taken measures to reduce the spread of the pandemic, such as social distancing and lockdowns. The latter has also resulted in a temporary closure of physical stores for “non-essential” retailing. Covid-19 thus has a profound impact on how people live. The period of relative isolation, social distancing
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The olfactory experience (in retail) scale: construction, validation and generalization Journal of Service Management (IF 10.6) Pub Date : 2022-07-14 Subhadip Roy, Priyanka Singh
Purpose Measurement scales for sensory experience in retailing exist for sight, touch and sound. In the present study, the authors aim to develop the olfactory experience (OEX) scale in the context of retailing. Design/methodology/approach Based on literature review and six studies that follow standard scale development protocols (combined n = 1,203), the authors develop and validate a three-dimensional
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Technologies in service communication: looking forward Journal of Service Management (IF 10.6) Pub Date : 2022-06-30 Dominik Mahr, Jisu Huh
Purpose The aim of the paper is to bring together the state-of-the-art research and theory from the communication and service research fields to examine the implications of new technologies for the future of service communication. Design/methodology/approach The authors apply the media affordances perspective to develop an overarching framework that facilitates theoretical conceptualization and research
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Value creation and cost reduction in health care – outcomes of online participation by health-care professionals Journal of Service Management (IF 10.6) Pub Date : 2022-06-27 Jens Hogreve, Andrea Beierlein
Purpose The authors explore the outcomes of health-care professionals' participation in a vendor-hosted online community by combining qualitative and quantitative data collected in two separate studies. The authors aim to shed light on the potential value outcomes of community participation covering the reduction of service costs by professionals' community participation. Design/methodology/approach
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Programmatic advertising in online retailing: consumer perceptions and future avenues Journal of Service Management (IF 10.6) Pub Date : 2022-06-22 Robert Ciuchita, Johanna Katariina Gummerus, Maria Holmlund, Eva Larissa Linhart
Purpose Digital advertising enables retailers to rely on large volumes of data on consumers and even leverage artificial intelligence (AI) to target consumers online with personalised and context-aware advertisements. One recent example of such advertisements is programmatic advertising (PA), which is facilitated by automatic bidding systems. Given that retailers are expected to increase their use
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Robotic role theory: an integrative review of human–robot service interaction to advance role theory in the age of social robots Journal of Service Management (IF 10.6) Pub Date : 2022-06-21 Marah Blaurock, Martina Čaić, Mehmet Okan, Alexander P. Henkel
Purpose Social robots increasingly adopt service roles in the marketplace. While service research is beginning to unravel the implications for theory and practice, other scientific disciplines have amassed a wealth of empirical data of robots assuming such service roles. The purpose of this paper is to synthesize these findings from a role theory perspective with the aim of advancing role theory for
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Piloting personalization research through data-rich environments: a literature review and future research agenda Journal of Service Management (IF 10.6) Pub Date : 2022-06-21 Khalid Mehmood, Katrien Verleye, Arne De Keyser, Bart Larivière
Purpose Over the last 50 years, increased attention for personalization paved the way for one-to-one marketing efforts, but firms struggle to deliver on this promise. The purpose of this manuscript is to provide a complete picture on personalization, develop a future research agenda and put forth concrete advice on how to move the field forward from a theoretical, methodological, contextual, and practical
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Exploring the first steps of retirement engagement: a conceptual model and field evidence Journal of Service Management (IF 10.6) Pub Date : 2022-06-07 Wiebke Eberhardt, Thomas Post, Chantal Hoet, Elisabeth Brüggen
Purpose The authors develop and validate a conceptual model, the retirement engagement model (REM), to understand the relationships between behavioral engagement (retirement information search), cognitive factors and engagement (e.g. beliefs and financial knowledge), emotional engagement (e.g. anxiety), and socio-demographic factors. Approach: The authors derive the REM through a three-step procedure:
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Realizing the economic and circular potential of sharing business models by engaging consumers Journal of Service Management (IF 10.6) Pub Date : 2022-06-06 Marie-Julie De Bruyne, Katrien Verleye
Purpose Today's sharing economy covers a variety of business models. This research aims to (1) identify dimensions along which sharing businesses may vary and (2) investigate how these dimensions influence consumer engagement while considering consumers' sustainability orientation. Design/methodology/approach This research relies upon a systematic literature review (n = 67 articles) to identify five
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A tribute to Dr Pierre Eiglier: a service field founder with timeless service wisdom Journal of Service Management (IF 10.6) Pub Date : 2022-06-02 David E. Bowen
Purpose This tribute to Dr Pierre Eiglier, who passed in February 2020, was prepared for the “17th International Research Conference in Service Management 2022” in La Londe les Maures, France. Tribute is defined as, “an act, statement, or gift intended to show gratitude, respect, or admiration”. Design/methodology/approach Sampled Pierre's publications; consulted the 1993 Journal of Retailing “Special