Subjects -> BUSINESS AND ECONOMICS (Total: 3541 journals)
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CONSUMER EDUCATION AND PROTECTION (20 journals)

Showing 1 - 19 of 19 Journals sorted alphabetically
Customer Needs and Solutions     Hybrid Journal   (Followers: 4)
European Food Research and Technology     Hybrid Journal   (Followers: 8)
Gesunde Pflanzen     Hybrid Journal  
IEEE Transactions on Consumer Electronics     Hybrid Journal   (Followers: 45)
International Journal of Consumer Studies     Hybrid Journal   (Followers: 9)
International Journal of Injury Control and Safety Promotion     Hybrid Journal   (Followers: 5)
Journal of Adult Protection, The     Hybrid Journal   (Followers: 16)
Journal of Consumer Affairs     Hybrid Journal   (Followers: 11)
Journal of Consumer Behaviour     Hybrid Journal   (Followers: 26)
Journal of Consumer Culture     Hybrid Journal   (Followers: 17)
Journal of Consumer Policy     Hybrid Journal   (Followers: 13)
Journal of Family Ecology and Consumer Sciences :Tydskrif vir Gesinsekologie en Verbruikerswetenskappe     Open Access  
Journal of Islamic Marketing     Hybrid Journal   (Followers: 4)
Journal of Marketing Behavior     Full-text available via subscription   (Followers: 9)
Journal of Service Management     Hybrid Journal   (Followers: 6)
Journal of the Association for Consumer Research     Full-text available via subscription   (Followers: 8)
Major Gifts Report The     Hybrid Journal  
Research on Economic Inequality     Hybrid Journal   (Followers: 9)
The Rose Sheet     Full-text available via subscription  
Similar Journals
Journal Cover
Journal of Service Management
Journal Prestige (SJR): 1.488
Citation Impact (citeScore): 4
Number of Followers: 6  
 
Hybrid Journal Hybrid journal   * Containing 7 Open Access Open Access article(s) in this issue *
ISSN (Print) 1757-5818 - ISSN (Online) 1757-5826
Published by Emerald Homepage  [360 journals]
  • Value creation and cost reduction in health care – outcomes
           of online participation by health-care professionals

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      Authors: Jens Hogreve , Andrea Beierlein
      Abstract: 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. 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 also introduce GABEK® as a unique method of qualitative empirical content analysis. In the quantitative study, the authors refer to customer survey data and transactional data. The results show that participation in online communities by professionals emerges as a dual concept, consisting of both help-seeking and help-providing behaviors. These behaviors in turn facilitate the creation of economic and relational value, as well as influencing the perceived usefulness of the online community, resulting in higher satisfaction with the community among the participating professionals. Customer survey data and transactional data were gathered from a major medical equipment vendor hosting an online community, and those data confirm that participation also decreases service support costs to professionals by reducing the number of necessary service visits by the vendor's service technicians. The resulting model of participation and corresponding benefits in an online community for health-care professionals reflects and informs current developments in the health care industry. The combination of qualitative as well as quantitative studies relying on the data of a world leading medical equipment vendor hosting an online community provides unique and innovative insights into participation and value creation within B2B communities.
      Citation: Journal of Service Management
      PubDate: 2022-06-27
      DOI: 10.1108/JOSM-07-2021-0247
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Programmatic advertising in online retailing: consumer perceptions and
           future avenues

         This is an Open Access Article Open Access Article

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      Authors: Robert Ciuchita , Johanna Katariina Gummerus , Maria Holmlund , Eva Larissa Linhart
      Abstract: 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 of PA in the future, further insights on the pros and cons of PA are required. This paper aims to enhance the understanding of the implications of PA use for retailers. A theoretical overview is conducted that compares PA to traditional advertising, with an empirical investigation into consumer attitudes towards PA (an online survey of 189 consumers using an experimental design) and a research agenda. Consumer attitudes towards PA are positively related to attitudes towards the retailer. Further, perceived ad relevance is positively related to attitudes towards PA, which is moderated by (1) consumer perceptions of risks related to sharing their data with retailers online and (2) consumer perceptions of AI's positive potential. Surprisingly, the disclosed use of AI for PA does not significantly influence consumer attitudes towards PA. This paper contributes to the literature on technology-enabled services by empirically demonstrating that ad relevance drives consumer attitudes towards PA. This paper further examines two contingencies: risk beliefs related to data (i.e. the source of PA) and perceptions of AI (i.e. the somewhat nebulous technology associated with PA) as beneficial. A research agenda illuminates central topics to guide future research on PA in retailing.
      Citation: Journal of Service Management
      PubDate: 2022-06-22
      DOI: 10.1108/JOSM-06-2021-0238
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Piloting personalization research through data-rich environments:
           a literature review and future research agenda

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      Authors: Khalid Mehmood , Katrien Verleye , Arne De Keyser , Bart Larivière
      Abstract: 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 viewpoint. This research follows a systematic literature review process, providing an in-depth analysis of 135 articles (covering 184 studies) to distill the (1) key building blocks and components of personalization and (2) theoretical, contextual, and methodological aspects of the studies. This manuscript uncovers six personalization components that can be linked to two personalization building blocks: (1) learning: manner, transparency, and timing and (2) tailoring: touchpoints, level, and dynamics. For each of these components, the authors propose future research avenues to stimulate personalization research that accounts for challenges in today's data-rich environments (e.g. data privacy, dealing with new data types). A theoretical, contextual, and methodological (i.e. industry, country and personalization object) review of the selected studies leads to a set of concrete recommendations for future work: account for heterogeneity, embed theoretical perspectives, infuse methodological innovation, adopt appropriate evaluation metrics, and deal with legal/ethical challenges in data-rich environments. Finally, several managerial implications are put forth to support practitioners in their personalization efforts. This research provides an integration of personalization research beyond existing and outdated review papers. Doing so, it accounts for the impact of new technologies and Artificial Intelligence and aims to advance the next generation of knowledge development on personalization.
      Citation: Journal of Service Management
      PubDate: 2022-06-21
      DOI: 10.1108/JOSM-10-2021-0405
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Exploring the first steps of retirement engagement: a conceptual
           model and field evidence

         This is an Open Access Article Open Access Article

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      Authors: Wiebke Eberhardt , Thomas Post , Chantal Hoet , Elisabeth Brüggen
      Abstract: 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: (1) an extensive literature review, (2) interactive feedback sessions with experts to confirm the model's academic and managerial relevance, and (3) an empirical test of the REM with field data (N = 583). The authors use a partial least squares (PLS) structural equation model and examine heterogeneity through a finite mixture model. Around the globe, people are insufficiently engaged with retirement planning. The customer engagement literature offers rich insights into antecedents, outcomes, and barriers to engagement. However, customer engagement literature lacks insights into cognitive, emotional and behavioral factors that drive engagement in retirement planning, a utilitarian service context, which is important for financial well-being. Beliefs such as perceived susceptibility, severity, benefits, barriers, and self-efficacy, together with trust and retirement anxiety, explain people's search for pension information. These factors can be used to define three clear, actionable segments of consumers. The findings advance the customer engagement and transformative service research literature by generating insights on engagement with retirement planning, a utilitarian rather than hedonic service context that is especially relevant for financial well-being. The findings inform managerial practice and emphasize the relevance of including cognitive and emotional engagement factors that trigger behavioral engagement. The REM can help to improve pension communication. For example, the results indicate that marketers should stress the benefits of, rather than the barriers to, acquiring information.
      Citation: Journal of Service Management
      PubDate: 2022-06-07
      DOI: 10.1108/JOSM-11-2020-0402
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Realizing the economic and circular potential of sharing business models
           by engaging consumers

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      Authors: Marie-Julie De Bruyne , Katrien Verleye
      Abstract: 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. This research relies upon a systematic literature review (n = 67 articles) to identify five sharing business dimensions: (1) ownership transfer, (2) professional involvement, (3) compensation, (4) digitalization and (5) community scope. A discrete choice conjoint experiment in the fashion industry is employed to investigate how these dimensions affect consumer engagement with sharing businesses (n = 383 participants). The results suggest that ownership of tangible resources elicits more engagement than access to tangible resources for both consumers with a low sustainability orientation and consumers with a high sustainability orientation. Community scope also affects consumer engagement as reflected in more engagement towards sharing businesses with a local rather than a global scope. The presence of professional service providers, monetary compensation and a digital platform only induces engagement among consumers with a low sustainability orientation. This research generates a better understanding of how sharing businesses can draw on business dimensions to engage consumers with different levels of sustainability orientation and, in turn, how sharing businesses can realize their economic and/or circular potential.
      Citation: Journal of Service Management
      PubDate: 2022-06-06
      DOI: 10.1108/JOSM-08-2021-0318
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • A tribute to Dr Pierre Eiglier: a service field founder with timeless
           service wisdom

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      Authors: David E. Bowen
      Abstract: 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”. Sampled Pierre's publications; consulted the 1993 Journal of Retailing “Special Services Issue” on the evolution of the field; collected reflections from another founder and two of Pierre's former doctoral students who have helped co-chair the La Londe conference and drew from my own interactions with Pierre over the years at La Londe. In the mid-1970s, Pierre was one of the first to specify the unique characteristics of services vs products, and the implications and introduced, with Eric Langeard, the “servuction” (service production) model, highlighting customer participation in the servuction process and determinants of the service experience. Pierre continually applied a synthesis of systems thinking, researcher–practitioner interaction, and interdisciplinary/cross-functional perspectives. Pierre's contributions came at a time when marketing practice was geared largely toward products/goods, yet the service sector was growing. Pierre's pioneering framing, along with other founders, of service attributes, service models, and the service experience had much-needed implications for services marketing practice. This detailed tribute to a service field founder is, regrettably, quite original; too rare. There is value in revisiting these founding contributions which often were broader and more interdisciplinary in perspective than now.
      Citation: Journal of Service Management
      PubDate: 2022-06-02
      DOI: 10.1108/JOSM-04-2022-0137
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • The role of proximity in omnichannel customer experience: a service logic
           perspective

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      Authors: Ilaria Dalla Pozza
      Abstract: This article proposes a new theoretical background against which to measure customer experience for omnichannel service deliveries and communications based on the concept of proximity. This represents a first step in developing a new measurement approach for omnichannel customer experience. The methodological approach is based on literature review and theory development. Various streams of literature are integrated on the basis of their interactionist nature (service logic, psychological distance theory, and omnichannel customer experience literature), and theory is developed based thereon. Successful omnichannel service deliveries and communications should build proximity with the customer during interactions at the different touchpoints. Proximity represents the value-in-use for the customer, who is coproducer of value at each interaction. Proximity can be applied to all touchpoints, thus strengthening seamlessness for omnichannel service deliveries and communications. This research advances knowledge by integrating the concepts of omnichannel and proximity under the lenses of service logic. The author proposes a new theoretical background for the measurement of omnichannel customer experience that contributes to the literature. In modern omnichannel service deliveries and communications, a measurement approach based on proximity fulfills the need to reconcile customer experiences at both remote and physical touchpoints for a holistic and coherent customer experience. Use of the four proximity dimensions (social, temporal, spatial, and hypothetical) gives flexibility to managers to build proximity across remote and physical touchpoints in different industries.
      Citation: Journal of Service Management
      PubDate: 2022-05-23
      DOI: 10.1108/JOSM-01-2022-0009
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Exploring the frontiers in reality-enhanced service communication: from
           augmented and virtual reality to neuro-enhanced reality

         This is an Open Access Article Open Access Article

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      Authors: Tim Hilken , Mathew Chylinski , Ko de Ruyter , Jonas Heller , Debbie Isobel Keeling
      Abstract: The authors explore neuro-enhanced reality (NeR) as a novel approach for enhancing service communication between customers, frontline employees, and service organizations that extends beyond current state-of-the-art approaches based on augmented reality (AR) and virtual reality (VR) technologies. The authors first take stock of research on reality-enhanced service communication with AR and VR, then complement these insights with emerging neuroscientific research to conceptualize how NeR enables innovative forms of service communication. On this basis, the authors develop a research agenda to guide the future study and managerial exploitation of NeR. AR and VR already offer unique affordances for digital-to-physical communication, but these can be extended with NeR. Specifically, NeR supports neuro-to-digital and digital-to-neuro communication based on neuroimaging (e.g. controlling digital content through thought) and neurostimulation (e.g. eliciting brain responses based on digital content). This provides a basis for outlining possible applications of NeR across service settings. The authors advance knowledge on reality-enhanced service communication with AR and VR, whilst also demonstrating how neuroscientific research can be extended from understanding brain activity to generating novel service interactions.
      Citation: Journal of Service Management
      PubDate: 2022-05-13
      DOI: 10.1108/JOSM-11-2021-0439
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • How communications by AI-enabled voice assistants impact the customer
           journey

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      Authors: Dhruv Grewal , Abhijit Guha , Elisa Schweiger , Stephan Ludwig , Martin Wetzels
      Abstract: Artificial intelligence–enabled voice assistants (VAs), such as Amazon's Alexa, Google Assistant, and Apple's Siri, are available in smartphones, smart speakers, and other digital devices and channels. Use of these VAs is growing rapidly and are expected to significantly impact purchase intentions. This article focuses on how the communications enabled and provided by these VAs influence VA evaluations and usage intentions, contingent on the stage of the customer journey. This paper builds from work on VAs, work on artificial intelligence (AI) and work on communications, to offer a comprehensive and up-to-date understanding of how VA evaluations and usage intentions may be impacted by the communications from VAs, contingent on the stage of the customer journey. This paper proposes a model for VA enabled communications impact VA evaluations. It builds from work on VAs, AI, communications, and customer journey management. In the proposed model, VA evaluations are not only impacted by source, message and recipient characteristics (per prior communication models), but also by (1) VA/AI specific features, like perceptions of humanness and perceptions of artificiality, and (2) stage of the customer journey. This paper provides guidance to firms, as regards how VA communications may influence VA evaluations and usage intentions. As an initial conjecture, (1) increasing perceptions of humanness, (2) decreasing perceptions of artificiality (3) a better fit between communications style (e.g. abstract vs concrete), and request type (e.g. transactional vs informational) (4) a better fit between VA communications (e.g. information vs banter), and consumer perceptions of the VA (servant vs partner) and (5) a better fit between VA communications and the stage of the customer journey may positively influence VA evaluations and VA usage intentions. This paper provides a fresh look at the impact of VA communications, clarifying how such communications impact VA evaluations and usage intentions at various stages of the customer journey.
      Citation: Journal of Service Management
      PubDate: 2022-05-12
      DOI: 10.1108/JOSM-11-2021-0452
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • The role of recommender systems in fostering consumers' long-term platform
           engagement

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      Authors: Ewa Maslowska , Edward C. Malthouse , Linda D. Hollebeek
      Abstract: Recommender systems (RS) are designed to communicate with users and drive consumers' engagement with the platform. However, little is known about the strength of this relationship and how RS can create stronger consumer engagement (CE) with the platform brand. Addressing this gap, this paper examines the role of RS in converting consumers' short-term engagement with the RS to their longer-term platform engagement. To explore these issues, the authors review key literature in the areas of CE and RS, from which they develop a conceptual framework. The proposed framework suggests RS design as an important precursor to consumers' RS use, which is expected to affect their platform engagement/disengagement, in turn impacting the firm's long-term outcomes. The authors also identify key managerial tactics, strategies and challenges to aid the conversion of consumers' RS to CE. This research raises pertinent implications for research on the RS/CE interface, as synthesized in a proposed research agenda. Based on the attained insight, authors outline implications for managing, facilitating and leveraging the proposed RS to CE conversion process. Correspondingly, authors argue that, to optimize RS effectiveness, RS designers should understand the nature of CE. By exploring the effect of consumers' RS on their longer-term CE with the platform, the analyses offer pioneering managerial insight into RS effectiveness from a CE perspective.
      Citation: Journal of Service Management
      PubDate: 2022-05-09
      DOI: 10.1108/JOSM-12-2021-0487
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Empathetic creativity for frontline employees in the age of service
           robots: conceptualization and scale development

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      Authors: Khoa The Do , Huy Gip , Priyanko Guchait , Chen-Ya Wang , Eliane Sam Baaklini
      Abstract: While robots have increasingly threatened frontline employees’ (FLEs) future employment by taking over more mechanical and analytical intelligence tasks, they are still unable to “experience” and “feel” to occupy empathetic intelligence tasks that can be handled better by FLEs. This study, therefore, aims to empirically develop and validate a scale measuring the new so-called empathetic creativity as being creative in practicing and performing empathetically intelligent skills during service encounters. This study adopts a multistage design to develop the scale. Phase 1 combines a literature review with text mining from 3,737 service robots-related YouTube comments to generate 16 items capturing this new construct. Phase 2 assesses both face and content validity of those items, while Phase 3 recruits Prolific FLEs sample to evaluate construct validity. Phase 4 checks this construct’s nomological validity using PLS-SEM and Phase 5 experiments dedicated effort (vs natural talent) as an effective approach to foster FLEs’ perceived empathetic creativity. The final scale is comprised of 13 refined items that capture three dimensions (social, interactive and emotional) of empathetic creativity. This research provides timely implications to help FLEs in high-contact services stay competitive. This study introduces the new construct of empathetic creativity, which goes beyond the traditional definition of creativity in services and highlights the importance of empathetic intelligence for FLEs in future employment. This study also develops a multi-item scale to measure this construct, which can be applied to future service management research.
      Citation: Journal of Service Management
      PubDate: 2022-04-29
      DOI: 10.1108/JOSM-09-2021-0352
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Emotional communication by service robots: a research agenda
         This is an Open Access Article Open Access Article

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      Authors: Marc Becker , Emir Efendić , Gaby Odekerken-Schröder
      Abstract: Many service industries are facing severe labor shortages. As a result, service providers are turning to new sources of labor, such as service robots. Critics however often point out that service robots lack emotional communication capabilities without which they cannot be expected to truly replace human employees and fill the emerging labor market gaps. Here, a research agenda for the investigation of the role of emotional communication by service robots and its effects on customers and their service experience are laid out. This paper aims to propose that research in this area will further understanding of how service robots can add value to service frontlines, engage customers, increasingly replace service employees and ultimately help overcome pressing labor shortages. A research agenda structured around the three-step emotional communication process (i.e. read, decide and express) and the four emotional communication strategies crucial for service interactions (i.e. mimicking, alleviating, infusing and preventing) are conceptualized. Three contributions are made. First, the importance of emotional communication by service robots during service interactions is highlighted. Second, interdisciplinary research priorities and opportunities in this emerging field are mapped out. Third, a theoretical structure to connect the findings of future studies is provided. Service research investigating the role and implications of emotional communication by service robots is scarce. A research agenda to guide the exploration of this crucial, yet underresearched component of customer-robot service interactions is structured and mapped out.
      Citation: Journal of Service Management
      PubDate: 2022-04-29
      DOI: 10.1108/JOSM-10-2021-0403
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Environmental, Social and Governance (ESG) metrics do not serve services
           customers: a missing link between sustainability metrics and customer
           perceptions of social innovation

         This is an Open Access Article Open Access Article

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      Authors: Lerzan Aksoy , Alexander John Buoye , Maja Fors , Timothy Lee Keiningham , Sara Rosengren
      Abstract: The purpose of this paper is to highlight challenges for service firms communicating Environmental, Social and Governance (ESG) efforts to customers. Specifically, it focuses on the relationship between ESG metrics and reporting and customer perceptions of social innovativeness. The empirical material comprises three years of data (2018–2020) covering more than 100 firms from three sources: (1) Social Innovation Index (Sii), which is collected as part of the American Innovation Index (Aii), (2) Bloomberg Sustainability Accounting Standards Board (SASB) ESG and (3) Datamaran. ESG metrics and reporting do not suffice to explain customer perceptions of social innovativeness. Rather, a firm's industry plays the prominent role in affecting these perceptions where service firms are at a disadvantage as customers perceive services as less socially innovative compared to goods. While ESG metrics and reporting provide important information for investors and regulators, they are not reflected in customers' perceptions of firms' social innovativeness, and services are at a disadvantage relative to goods. Therefore, services researchers and managers must advance their knowledge regarding how to better link ESG metrics and report to customers' perceptions. The paper offers a first large-scale, cross-industry investigation of how ESG metrics and reporting impact customer perceptions of social innovativeness, leading to a research agenda on communication of ESG.
      Citation: Journal of Service Management
      PubDate: 2022-04-29
      DOI: 10.1108/JOSM-11-2021-0428
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Opportunities for social activism in transformative service research:
           a research agenda

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      Authors: Joona Keränen , Laura Olkkonen
      Abstract: This paper highlights the potential of social activism – defined as a public act that aims to challenge the status quo by bringing alternative views or narratives to the debate – in transformative service research and proposes a future research agenda. This paper builds upon a review of social activism in the management and communications literature to identify its potential for social change in service (eco)systems. This paper outlines three ways in which social activism can influence companies (external activism, internal activism, and activism as practice) and illustrates how they can be used to advance transformative service research in selected priority areas. This paper develops a future research agenda and suggests research questions that could guide scholarly inquiry at the intersection of social activism and transformative service research. For managers and policy makers, this paper highlights how social activism can influence companies' attempts to drive social change. This paper is among the first to link social activism and transformative service research and highlight novel research opportunities at their intersection.
      Citation: Journal of Service Management
      PubDate: 2022-04-29
      DOI: 10.1108/JOSM-11-2021-0446
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Theorising brand aura

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      Authors: Nicholas Alexander , Anne Marie Doherty
      Abstract: Building on Walter Benjamin's philosophical reflections on aura and authenticity, this article aims to conceptualise and theorise brand aura. This article extends understanding of brand aura within the management, marketing and tourism literature with reference to Benjamin's framing of aura and authenticity in time and space. Within a Benjaminian framework this article theorises brand aura and offers a conceptualisation of the antecedents of brand aura. It explores the duality of what is termed here as artefactual authenticity and existential authenticity. It illustrates the central role of consumers' mémoire involontaire in the realisation of brand aura. Within this Benjaminian framework, the article explores how artefactual authenticity is preceded by brand essence, while existential authenticity precedes brand essence. Implications for the management of the service encounter are discussed with reference to territorial legitimacy and historical testimony in the context of the firm's role in supporting consumer experiential engagement. This article advances theoretical understanding of how consumers engage experientially with brand aura and how firms curate brand aura.
      Citation: Journal of Service Management
      PubDate: 2022-04-28
      DOI: 10.1108/JOSM-12-2021-0468
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Value co-creation through social media: a multistakeholder, communication
           perspective

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      Authors: Silvia Ravazzani , Simon Hazée
      Abstract: Despite an increasing body of research on value co-creation through social media, service organizations still face difficulties in leveraging the potential of social media communication to facilitate value co-creation with multiple stakeholders. This article addresses this challenge by adopting a multistakeholder, communication perspective. This article uses a conceptual approach and builds upon concepts widely recognized in the public relations (PR) literature to assess communication in multistakeholder social media-mediated exchanges. This article discusses the role of social media communication in enabling value co-creation as well as the communicative challenges that come along with it. Moreover, applying PR academic insights to the service innovation and service recovery research fields, it advances theoretical propositions that predict how service organizations can successfully build upon the social media communication fundamentals – namely dialogue, engagement, social presence and conversational human voice – to trigger value co-creation with and among multiple stakeholders. This article introduces selected relevant theoretical concepts from the PR field and develops novel theoretical propositions that are likely to make unique contributions to the service management field. The article also advances future research avenues that will help service and communication scholars together move the field forward.
      Citation: Journal of Service Management
      PubDate: 2022-04-27
      DOI: 10.1108/JOSM-11-2021-0411
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Employee-(ro)bot collaboration in service:
           an interdependence perspective

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      Authors: Khanh Bao Quang Le , Laszlo Sajtos , Karen Veronica Fernandez
      Abstract: Collaboration between frontline employees (FLEs) and frontline robots (FLRs) is expected to play a vital role in service delivery in these increasingly disrupted times. Firms are facing the challenge of designing effective FLE-FLR collaborations to enhance customer experience. This paper develops a framework to explore the potential of FLE-FLR collaboration through the lens of interdependence in customer service experience and advances research that specifically focuses on employee-robot team development. This paper uses a conceptual approach rooted in the interdependence theory, team design, management, robotics and automation literature. This paper proposes and defines the Frontline employee – Frontline robot interdependence (FLERI) concept based on three structural components of an interdependent relationship – joint goal, joint workflow and joint decision-making authority. It also provides propositions that outline the potential impact of FLERI on customer experience and employee performance, and outline several boundary conditions that could enhance or inhibit those effects. Managerial insights into designing an employee-robot team in service delivery are provided. This study is the first to propose a novel conceptual framework (FLERI) that focuses on the notion of human-robot collaboration in service settings.
      Citation: Journal of Service Management
      PubDate: 2022-04-26
      DOI: 10.1108/JOSM-06-2021-0232
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Better together: involving consumers in the ideation, creation and
           dissemination of transformative value

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      Authors: Nicola Bilstein , Peeter W.J. Verlegh , Jan Klostermann , Ezgi Akpinar
      Abstract: Consumers play a central role in the creation of transformative value, enhancing the well-being of people and the planet. With this article, the authors synthesize service and communication scholars' views to conceptually discuss opportunities and challenges on how to involve consumers in the ideation, creation and dissemination of transformative value. In doing so, the authors identify avenues for future research. This research relies on a review of service and communication literature, connecting their insights to real world examples. Consumers are involved in the ideation, creation and dissemination of transformative value by engaging in customer innovation, customer participation and customer dissemination behaviors. In relation to these types of customer involvement, four overarching research themes emerge in the context of transformative services: (1) the voice of the non-customer, (2) protecting vulnerable customers, (3) consumer literacy and (4) WOM as a double-edged sword. This research contributes to transformative service research by assessing the opportunities and challenges related to customers' involvement in the ideation, creation and dissemination of transformative value. Additionally, it identifies avenues for the future at the intersection of communication and service research.
      Citation: Journal of Service Management
      PubDate: 2022-04-26
      DOI: 10.1108/JOSM-11-2021-0414
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Rethinking nonprofit service disintermediation through service
           communication interactions

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      Authors: Sarah-Louise Mitchell , Moira K. Clark
      Abstract: A significant management issue for nonprofit organisations (NPOs) is the disconnect between services beneficiaries and the funders of those services. Individual donors and fundraisers provide the resources to enable other people (or animals) to be supported. The purpose of this paper is to address this service management challenge through new types of customer service interactions that bring together service donors and service recipients through innovative digital communication. Based on a review, and illustrated by recent examples of innovative best practice, the authors develop a new conceptual framework for understanding the relationship between customer participation and service brand communication. The paper starts by identifying the problem of “nonprofit service disintermediation”. The paper also outlines the inadequacies of popular frameworks of communication, widely taught in business schools, to understand the new reality of customer-service organisation engagement in the digital age. Through adopting a customer engagement lens, the paper develops a new conceptual framework for understanding the relationship between customer participation and service brand communication. Given the authors’ focus on the intersection between new communication opportunities and customer service interactions, this paper adds novel insight to theory and raises important implications for management. The paper explores how, through these new communication interactions, engagement with, and loyalty to, the brand is built over time in a fluid and dynamic way. It identifies a disintermediated relationship, distinct to other service contexts, but significant in terms of value and social impact.
      Citation: Journal of Service Management
      PubDate: 2022-04-25
      DOI: 10.1108/JOSM-10-2021-0401
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Crisis communication in service ecosystems: perspectives and future
           challenges

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      Authors: Lorena Blasco-Arcas , Jesper Falkheimer , Mats Heide
      Abstract: The purpose of this article is to offer new insights into crisis communication in service ecosystems. The authors present a framework to conceptually categorize service crises and then analyze key aspects of crisis communication among different stakeholders in a service ecosystem. Building on crisis communication and service ecosystems research, we propose a framework to better understand crisis communication during service crises in service ecosystems. In doing so, we propose a typology of service crisis in service ecosystems and identify the main factors of crisis communication under the lens of the Rhetorical Arena Theory (RAT). This article integrates communication theory and service research in the area and identifies different key dimensions to gain a deeper understanding of crisis communication in service ecosystems. Moreover, and building on RAT, several research lines are recommended in order to explore further macro (i.e. the role and interactions between different stakeholders in the event of a crisis) and micro (i.e. individual aspects related to the context, media, genre and text) dimensions, and their importance during the communication process. Our framework offers a typology of service crises and suggests the importance of considering a multi-actor, multi-channel perspective in communication when a crisis occurs in order to monitor and avoid the potential negative impact for both the organization's recovery and the service ecosystem evolution afterward.
      Citation: Journal of Service Management
      PubDate: 2022-04-25
      DOI: 10.1108/JOSM-11-2021-0436
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • People–planet–profits for a sustainable world: integrating the
           triple-P idea in the marketing strategy, implementation and evaluation of
           service firms

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      Authors: Bart Larivière , Edith G. Smit
      Abstract: Numerous requests to also take care of people (i.e. societal impact) and planet (i.e. environmental impact) in addition to making profits (i.e. economic impact) urge service firms to rethink their marketing. In this paper, the authors therefore develop an organizing framework that integrates the people–planet–profits – also referred to as the “Triple-P” – concept in the marketing strategy, implementation and evaluation of service firms. This paper uses a conceptual approach that is rooted in the service marketing, marketing strategy and communication literature. The foundations of marketing strategy (Palmatier and Crecelius, 2019) and the Gaps model of service marketing (Parasuraman et al., 1985) guide both academics and practitioners regarding (1) why the Triple-P idea should be part of a company's marketing strategy, (2) how people and planet could play an important role in the implementation stage by integrating the Triple-P concept in the service marketing mix and (3) what impact could be achieved and evaluated by closing the five gaps identified by the Gaps model, while fostering a people–planet–profits mindset. The authors also identify areas for future research on this important topic. Transformative value (people and planet) without profits is not attractive to firms. Profit-making organizations are in the best position to transform the world in a societal and environmental rewarding way. The Triple-P affects the marketing strategy, implementation and evaluation of firms and contributes to a better, sustainable world. Marketing evolves from traditional over service and digital to transformative. Therefore, it is crucial to embrace transformative challenges in combination with economic returns, resulting in a new sustainable service era for marketers and managers.
      Citation: Journal of Service Management
      PubDate: 2022-04-22
      DOI: 10.1108/JOSM-01-2022-0033
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Service system well-being: scale development and validation

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      Authors: Gaurangi Laud , Cindy Yunhsin Chou , Wei Wei Cheryl Leo
      Abstract: Recent marketing research provides conceptual models to investigate the well-being of collectives, but service system well-being (SSW) remains untested empirically. This research conceptualises and develops a measure for SSW at the micro, meso and macro levels. Using a series of studies, a multidimensional SSW scale is developed and validated to ensure its generalisability. After the development of preliminary items, Study 1 (N = 435 of service employees) was used to purify items using factor analyses. Study 2 (N = 592 of service employees) used structural equation modelling (SEM) with AMOS and SmartPLS to test the scale's dimensionality, reliability and validity. The results confirm the validity and reliability of the nine dimensions of SSW. The measure was validated as a third-order micro-, meso- and macro-level construct. The dimensions of existential and transformative well-being contribute to micro-level well-being. The dimensions of social, community and collaborative well-being contribute to meso-level well-being. Government, leadership, strategic and resource well-being drive macro-level well-being. In addition, a nomological network was specified to assess the impact of SSW on service actor life satisfaction and customer orientation. The study contributes to services literature by theorising SSW as a hierarchical structure and empirically validating the dimensions and micro-meso-macro levels that contribute to SSW. The SSW scale is a useful diagnostic tool for assessing levels of well-being across different systems and providing insights that can help develop interventions to improve the well-being of collectives. The research is the first study to theorise the micro, meso and macro levels of service system well-being and operationally validate the SSW construct.
      Citation: Journal of Service Management
      PubDate: 2022-04-22
      DOI: 10.1108/JOSM-06-2021-0224
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Transformative value positioning for service brands: key principles and
           challenges

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      Authors: Sara Leroi-Werelds , Jörg Matthes
      Abstract: The aim of this paper is to integrate insights from service, branding and communication research to present key principles of a successful transformative value positioning for service brands. This paper uses a conceptual approach that is rooted in the service, branding and communication literature. The contribution of this paper is threefold. First, this paper explains why positioning a service brand is different from positioning a product brand and why this is especially challenging in case of transformative value. Second, an organizing framework is used to theorize that a successful transformative value positioning is based on the organizational DNA; is consistently implemented in actions, communications, employee behavior, and servicescapes; and inspires customer engagement. Based on this framework, this paper formulates key principles of a successful transformative value positioning for service brands. Third, this paper provides a research agenda to guide and stimulate future research. The key principles provide guidelines for managers striving for a transformative value positioning. Not adhering to these guidelines could have severe implications for service brands in terms of washing perceptions ultimately deteriorating the brand image. This paper combines insights from service, branding and communication research to provide a comprehensive and balanced perspective on a successful transformative value positioning for service brands.
      Citation: Journal of Service Management
      PubDate: 2022-04-22
      DOI: 10.1108/JOSM-11-2021-0419
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Delineating transformative value creation through
           service communications: an integrative framework

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      Authors: Rodoula H. Tsiotsou , Sandra Diehl
      Abstract: Transformative value is a central tenet of transformative service research (TSR) because it affects individual and community well-being, quality of life and sustainability. Although transformative value plays a significant role in well-being, the literature suffers from a lack of sound interdisciplinary conceptual frameworks that delineate how transformative value is created in services throughout the service consumption process. Therefore, the purpose of this paper is to examine the nature and role of service communications during the various stages of the service consumption process to enable the creation of transformative value for people and the environment. To achieve the above goal, the authors integrate agenda-setting theory (media theory) combined with framing and relational dialectics (communication theories) as well as TSR. In line with the objectives of the study, the authors propose an integrative framework named Transformative Value Creation via Service Communications (TVCSC) that explains how firms set their transformative corporate agendas through their dialectics with consumers, society and media. This transformative agenda is reflected in the marketing mix of their services (7Ps) as communicated with various means, physically and digitally (sales/frontline personnel, advertising, CSR, social media and website). Recommendations for a transformative marketing mix are provided. Furthermore, TVCSC illustrates how value is co-created in all customer–firm interactions via relationship dialectics throughout the service consumption process to result in transformative value outcomes. The proposed framework identifies several research gaps and provides useful future research directions. This is the first comprehensive framework that explains how transformative value is created through the various communications in services and is the outcome of value co-creation interactions of the service consumption process.
      Citation: Journal of Service Management
      PubDate: 2022-04-22
      DOI: 10.1108/JOSM-11-2021-0420
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Affordances advancing user-created communication (UCC) in service:
           interactivity, visibility and anonymity

         This is an Open Access Article Open Access Article

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      Authors: Robert Ciuchita , Gustav Medberg , Valeria Penttinen , Christoph Lutz , Kristina Heinonen
      Abstract: Digital platform users not only consume but also produce communication related to their experiences. Although service research has explored users' motivations to communicate and focused on outcomes such as electronic word-of-mouth (eWOM), it remains largely unexplored how users iteratively interact with communication artifacts and potentially create value for themselves, other users and service providers. The purpose of this paper is, thus, to introduce communicative affordances as a framework to advance user-created communication (UCC) in service. Drawing from the literature in communication, service research and interactive marketing, an affordance perspective on UCC in service is introduced. Three UCC affordances for the service context are presented – interactivity, visibility and anonymity – opportunities and challenges for service providers associated with these affordances are discussed and, finally, affordance-specific research questions and general recommendations for future research are offered. By conceptualizing UCC in service from an affordances perspective, this paper moves beyond the traditional sender–receiver communication framework and emphasizes opportunities and challenges for service research and practice. Instead of focusing separately on specific technologies or user behaviors, it is recommended that service managers adopt a holistic perspective of user goals and motivations, use experiences and platform design. By conceptualizing UCC as an augmenting, dialogical process concerning users’ experiences, and by introducing communicative affordances as a framework to advance UCC in service, an in-depth understanding of the diverse and ever-evolving landscape of communication in service is offered.
      Citation: Journal of Service Management
      PubDate: 2022-04-20
      DOI: 10.1108/JOSM-10-2021-0407
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Communication in service ecosystems through value propositions: dilemmas
           and future research avenues

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      Authors: Katrien Verleye , Bryan Reber
      Abstract: This paper aims to provide insight into communication strategies that may enable service ecosystem actors to co-create economic, social and/or environmental value. To achieve this end, the authors rely upon the literature on value propositions, which represent strategic tools for communicating about the value package (i.e. the benefits that actors can offer to one another along with its costs). This literature stream – in combination with the communication literature – allows the authors to unravel five dilemmas that service ecosystem actors face when communicating about the value package with one another. To co-create value in service ecosystems with the help of value propositions, actors need to reflect upon (1) whether to involve third parties when sending messages about their value package (cf. sender), (2) what information to share about their value package (cf. message), (3) whether to invest resources in face-to-face communication when conveying messages about the value package (cf. channel), (4) whether to reach out to a broad audience with value package messages (cf. receiver) and (5) whether to engage in institutional work through communication in response to various interpretations of messages about the value package (cf. effect). This research advances the literature on value co-creation in service ecosystems by relying upon communication theory to unravel the dilemmas that come along with using and/or creating value propositions as strategic tools for communication.
      Citation: Journal of Service Management
      PubDate: 2022-04-18
      DOI: 10.1108/JOSM-12-2021-0470
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Augmented reality magic mirror in the service sector: experiential
           consumption and the self

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      Authors: Khaled El-Shamandi Ahmed , Anupama Ambika , Russell Belk
      Abstract: This paper examines what the use of an augmented reality (AR) makeup mirror means to consumers, focusing on experiential consumption and the extended self. The authors employed a multimethod approach involving netnography and semi-structured interviews with participants in India and the UK (n = 30). Two main themes emerged from the data: (1) the importance of imagination and fantasy and (2) the (in)authenticity of the self and the surrounding “reality.” This research focuses on AR magic makeup mirror. The authors call for further research on different AR contexts. The authors provide service managers with insights on addressing gaps between the perceived service (i.e. AR contexts and the makeup consumption journey) and the conceived service (i.e. fantasies and the extended self). The authors examine the lived fantasy experiences of AR experiential consumption. In addition, the authors reveal a novel understanding of the extended self as temporarily re-envisioned through the AR mirror.
      Citation: Journal of Service Management
      PubDate: 2022-04-05
      DOI: 10.1108/JOSM-12-2021-0484
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Experiential AR/VR: a consumer and service framework and research agenda

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      Authors: Lia Zarantonello , Bernd H. Schmitt
      Abstract: The paper focuses on extended reality technologies and their potential contribution to the improvement of services. First, it identifies extended reality technologies (AR/VR) as the most promising interfaces to enable an experiential consumption of the services. It then summarises their properties and discusses similarities and differences. Last, it maps these technologies onto a consumer psychology framework of experience to derive possible areas of future research. The authors conduct a literature review and present a conceptual framework of AR/VR contributions on experience. The study provides an up-to-date literature review including AR and VR applications for consumer and service experience, as well as recommendations for possible research directions. Whereas previous contributions adopted the same, experiential approach but focused on different technology (e.g. AI) or considered multiple interfaces and their impact on the consumer journey (mostly transactions), this paper aims at digging deeper into AR/VR, while retaining an experiential view on consumption that best serves the contextualisation of AR/VR.
      Citation: Journal of Service Management
      PubDate: 2022-03-28
      DOI: 10.1108/JOSM-12-2021-0479
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Immersive netnography: a novel method for service experience research in
           virtual reality, augmented reality and metaverse contexts

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      Authors: Robert V. Kozinets
      Abstract: As immersive technologies gain wider adoption, contemporary service researchers are tasked with studying their service experiences in ways that preserve and attend to their holistic and human characteristics. The purpose of this paper is to provide service researchers with a new qualitative approach to studying immersive technologies. Using logic and following established methodological rules, this article develops the scope, definition and set of procedures for a novel form of netnography specifically adapted for the study of immersive technologies: immersive netnography. The research question is “How might netnography be adapted to research service experiences in virtual and augmented environments, which include and overlap with the notion of a Metaverse'” Immersive netnography should be at the vanguard of phenomenological service experience studies of augmented reality, virtual reality and the Metaverse. A set of data collection, analysis, ethical and representational research practices, immersive netnography is adapted to digital media phenomena (customer and employee) that include immersive technology experiences. Developed through logical argumentation after analyzing key differences between social media and immersive technology, immersive netnography is procedurally customized for experience research in immersive technology environments. Three of the most significant practical limitations to producing high-quality netnography are rapidly changing contexts, scarce time resources and narrow researcher skillsets. Industries and organizations may benefit from a new, holistically focused, ethically robust and culturally attuned market research method for understanding service experience in immersive technology contexts. There have been no prior studies that develop netnography for the service research opportunities presented by immersive technologies. By applying the rigorous methodological guidance provided in this paper, future service researchers may find value in using specifically adapted qualitative research methods to study immersive technology experiences.
      Citation: Journal of Service Management
      PubDate: 2022-03-28
      DOI: 10.1108/JOSM-12-2021-0481
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • I am. Therefore, I will' Predicting customers' willingness to
           co-create using five-factor theory

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      Authors: Pascal David Vermehren , Katrin Burmeister-Lamp , Sven Heidenreich
      Abstract: Customers' participation in co-creation is a prerequisite for co-creation success. To identify customer co-creators, research has shown a recent interest in the role of personality traits as predictors of customers' engagement in co-creation. However, the empirical results regarding the direction and significance of these relationships have been inconclusive. This study builds on the five-factor theory (FFT) of personality to enhance one's understanding of the nomological network that determines the relationship between personality traits and customers' willingness to co-create (WCC). Based on a large-scale empirical study on technology-based services (TBSs) in healthcare (n = 563), the authors empirically investigate the role of the five-factor model (FFM), innate innovativeness (INI) and enduring involvement (EI) in predicting customers' WCC using partial least squares structural equation modeling (PLS-SEM). The authors’ empirical findings show that depending on the configurational setting of the personality traits tied to the FFM, INI and EI evolve as mediators in determining customers' WCC. This study is the first to introduce the FFT of personality into co-creation research. The results of this paper shed light on the relationships between personality traits, characteristic adaptations and customers' WCC.
      Citation: Journal of Service Management
      PubDate: 2022-03-25
      DOI: 10.1108/JOSM-03-2021-0088
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • The role of public relations in shaping service ecosystems for social
           change

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      Authors: Julia A. Fehrer , Jonathan J. Baker , Craig E. Carroll
      Abstract: Wicked problems require holistic and systemic thinking that accommodates interdisciplinary solutions and cross-sectoral collaborations between private and public sectors. This paper explores how public relations (PR) – as a boundary-spanning function at the nexus of corporate and political discourse – can support societies to tackle wicked problems. This conceptual paper synthesizes literature on PR with a service ecosystem perspective. The authors use the service ecosystem design framework to structure the PR literature and develop a model of service ecosystem shaping for social change, which highlights the important role that PR can play in shaping processes. The authors explicate how PR can (1) facilitate value cocreation processes between broad sets of stakeholders that drive positive social change, (2) shape institutional arrangements in general and public discourse in particular, (3) provide a platform for recursive feedback loops of reflexivity and (re)formation that enables discourse to ripple through nested service ecosystems and (4) guide collective shaping efforts by bringing stakeholder concerns and beliefs into the open, which provides a foundation for collective sense-making of wicked problems and their solutions. This paper explains the complexity of shaping service ecosystems for positive social change. Specifically, it highlights how solving wicked problems and driving social change requires reconfiguration of the institutional arrangements that guide various nested service ecosystems. The authors discuss in detail how PR can contribute to the shaping of service ecosystems for social change and present a future research agenda for both service and PR scholars to consider.
      Citation: Journal of Service Management
      PubDate: 2022-03-22
      DOI: 10.1108/JOSM-01-2022-0044
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Linking servicescape and experiencescape: creating a collective focus for
           the service industry

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      Authors: Jay Kandampully , Anil Bilgihan , Sally Mohamed Amer
      Abstract: The purpose of this paper is to review what one knows – and does not know about servicescape and experiencescape. The paper provides a comprehensive conceptualization, discussion of the servicescape and experiencescape and calls for the need for a collective focus of servicescape and experiencescape for the service industry. This conceptual paper analyzes multiple literature studies related to servicescape, experiencescape and other related concepts such as service quality and customer experience for building a comprehensive framework that draws knowledge from both servicescape and experiencescape in an effort to create a collective focus. Prior research on the components of servicescape and experiencescape raises more questions than answers. The findings of this study highlight the importance of technology as one of the key components of experiencescape to motivate customers to engage in the consumption environment. Furthermore, the proposed conceptual framework provides a detailed discussion and highlights the importance of using servicescape and experiencescape concepts together as a collective framework to bring about greater benefits to the service industry. The proposed framework suggests that these concepts are not only collective but also interrelated. Technology is not a tool but an important partner for the firm to create the experience. It can bring together marketing, management and operations within the organization to collectively focus on the customer. Collectively designed servicescape and experiencescape will create lasting memories and emotional connections with customers. Service organizations can develop smart experiencescapes that positively influence customer value cocreation and heighten customer experience by utilizing technology. Managers are advised to understand consumers' emphasis on technological personalization, aesthetics, functionality, interactivity and social presence while participating in cocreation. Technologies may improve the experience by incorporating real-time and less-restrained interactions between consumers and the service organization. This paper synthesizes insights from the extant literature related to servicescape, service quality, customer experience and experiencescape. Further, it helps to extend the current understanding of experiencescape and calls for the need to incorporate technology as one of the key experience components in the experiencescape concept. Furthermore, this study highlights the importance and the need to bring these two concepts together with a collective focus to enhance value for the customer. Thus, it is argued here that the collective focus of servicescape and experiencescape in the service industry will create new opportunities for further research and practical applications.
      Citation: Journal of Service Management
      PubDate: 2022-02-28
      DOI: 10.1108/JOSM-08-2021-0301
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Customer interaction strategy, brand purpose and brand communities

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      Authors: Bobby J. Calder
      Abstract: Customer interactions are integral to service brands. Indeed, many product brands have added services in order to create more opportunity for customer interaction. This paper deals with the strategic use of customer interactions to build a strong brand. Customer interaction strategy has evolved considerably beyond traditional sales and advertising in how customer interactions are conducted. Yet the Pareto rule (e.g. 80% of sales from 20% of customers) continues to guide who brands interact with. Conventional wisdom is that firms should target heavy users or customers high on the recency, frequency and monetary (RFM) value of purchases. The purpose of this conceptual paper is to examine how brands can use brand purpose and brand communities to target light users and even nonuser stakeholders as well. There is reason to hypothesize that brands can go beyond the heavy user limit of targeting customer interactions by developing brands around purpose. Purpose can be based on engagement with personal goals or values or on societal values about doing good for others. Brand purpose can be reinforced by either life purpose brand communities or societal purpose brand communities. The paper reviews findings in the brand interaction, brand purpose and brand communities literature. The two types of brand purposes and brand communities offer the possibility of growing a brand by targeting customer interactions at light users and nonuser stakeholders. There are important future research issues to be addressed, but this approach could increase the value of brands to consumers and extend the life cycle of brands for organizations. Furthermore, the concept of societal brand purpose could allow firms to focus on creating shareholder value as well as addressing social and environmental problems. This paper broadens the current conception of customer interaction strategy and is thus relevant to relationship and experience marketing.
      Citation: Journal of Service Management
      PubDate: 2022-02-28
      DOI: 10.1108/JOSM-11-2021-0410
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • The TRISEC framework for optimizing conversational agent design across
           search, experience and credence service contexts

         This is an Open Access Article Open Access Article

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      Authors: Vera Blazevic , Karim Sidaoui
      Abstract: Service providers increasingly use conversational agents (CAs), such as chatbots, to effectively communicate with customers while managing interaction costs and providing round-the-clock customer service. Yet, the adoption and implementation of such agents in service contexts remains a hit-and-miss, and firms often struggle to balance their CAs implementation complexities and costs with relation to their service objectives, technology design and customer experiences. The purpose of this paper is to provide guidance on optimizing CA design, therefore, the authors develop a conceptual framework, TRISEC, that integrates service logic, technology design and customer experience to examine the implementation of CA solutions in search, experience and credence (SEC) contexts. The paper draws on service marketing and communications research, combining the service context classification scheme of search, experience and credence and the technology infused service marketing triangle foci (service, technology and customer) in its conceptual development. The authors find that an opportunity exists in recognizing the importance of context when designing CAs and aiming to achieve a balance between service objectives, technology design and customer experiences. This study contributes to service management and communications research literature by providing interactive service marketing researchers with the highly generalizable TRISEC framework to aid in optimizing CA design and implementation in interactive customer communication technologies. Furthermore, the study provides an array of future research avenues. From a practical perspective, this study aims at providing managers with a means to optimize CA technology design while maintaining a balance between customer centricity and implementation complexity and costs in different service contexts.
      Citation: Journal of Service Management
      PubDate: 2022-02-18
      DOI: 10.1108/JOSM-10-2021-0402
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Making the customer experience journey more hedonic in a traditionally
           utilitarian service context: a case study

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      Authors: Frédéric Ponsignon
      Abstract: This article aims to provide an understanding of how utilitarian services can make the customer experience more hedonic. The author performs an in-depth case study of a leading wealth management firm that is reinventing its business model to incorporate a hedonic perspective into experience design. The findings reveal how a traditionally utilitarian firm integrates hedonic elements into the customer experience. The findings describe and expose how four experience design characteristics are interactively linked to form a customer journey model, from eliciting emotional engagement to trigger rapid enrolment through to individualising the experience to drive purchase. This research takes the perspective of the firm to explore the research question. No customer data are collected. The article provides evidence-based recommendations that can serve as a platform to develop an action plan for designing and deploying hedonic elements in the customer experience in utilitarian contexts. This study challenges the dichotomy between utilitarian and hedonic services. It derives an empirically grounded understanding of an intended experience that combines design characteristics associated with both the utilitarian and hedonic model at different stages of the customer journey. The emergent conceptual framework describes and links these design characteristics to enact the customer journey. Together, these empirical insights extend and enrich existing knowledge and provide actionable recommendations for managers.
      Citation: Journal of Service Management
      PubDate: 2022-02-01
      DOI: 10.1108/JOSM-03-2021-0096
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Building organizational resilience with digital transformation

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      Authors: Zeya He , Huiling Huang , Hyeyoon Choi , Anil Bilgihan
      Abstract: Uncertain times [e.g. coronavirus disease 2019 (COVID-19)] require service businesses to respond in creative, flexible and resilient ways. This paper aims to develop and test the theoretical relationship between digital transformation and organizational resilience (OR), and the consequences of OR on organizations and employees during turbulent times. A scale development was first conducted with an expert panel. Later, 474 participants who work as employees in small and medium-sized service enterprises were recruited for structural equation modeling (SEM). Exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and path analysis were conducted to test the relationship between dimensions of digital maturity, dimensions of OR and two consequential variables: organizational performance and employees’ state optimism. Strategic technology investment helps organizations to develop systematic control sustain operations in crises but may not directly contribute to employees’ capabilities of accurately understanding external turmoil, actively seeking available resources and rapidly developing adaptive solutions. Transformation management intensity equips an organization with transformative vision, governance and culture, and such transformative built-in leadership enables the organization to embrace employees with talents and innovativeness and help employees grow their capabilities when facing crises. The dimensions of OR have different influences on the organization and employees. This research develops and tests the dimensions and measurement items of OR for the services domain and empirically tested how the dimensions of digital maturity influence the dimensions of OR, and how OR influences the organization’s performance and employees’ state optimism.
      Citation: Journal of Service Management
      PubDate: 2022-01-24
      DOI: 10.1108/JOSM-06-2021-0216
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Towards a theory of brand love in services: the power of identity and
           social relationships

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      Authors: Aaron Ahuvia , Elif Izberk-Bilgin , Kyungwon Lee
      Abstract: Building meaningful relationships between consumers and service brands has received significant attention. This paper aims to explore how brand love in services – a relationship between the consumer and the service brand – is created through relationships between the consumer and other people. Specifically, we explore how brand love is created through the social relationships consumers form with other consumers. This conceptual paper synthesizes the literature on consumer-brand relationships, brand community, social support and service providers, psychological ownership and brand love in the context of services. This paper suggests that consumers love brands that are meaningful to them. Brands can become more meaningful to consumers by facilitating interpersonal connections and helping consumers define their identity. The connection between social relationships with other consumers and brand love is mediated by the consumer's level of perceived membership in the community. For some consumers, perceived membership grows to the point of becoming perceived psychological ownership of the community, where the consumer feels a sense of responsibility for the brand's and the community's well-being. This paper advances theoretical understanding of how brand love operates in services and how it can be enhanced through services’ management.
      Citation: Journal of Service Management
      PubDate: 2022-04-13
      DOI: 10.1108/JOSM-06-2021-0221
      Issue No: Vol. 33 , No. 3 (2022)
       
  • Giving form to future branding realities

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      Authors: Bernard Cova , Luigi Cantone , Pierpaolo Testa
      Abstract: The purpose of this study is to question the prospective relevance of conceptual articles on branding. The paper advocates the development of conceptual articles with prospective relevance by emphasizing two key elements – the form and the context of discovery. The paper is illustrated with empirical data on how some branding researchers have produced such conceptual articles. To author such articles the researchers might focus more on the initial phase of theorizing, when their intuition makes it possible to imagine new reality through alternative forms. The paper also highlights a need to reconsider the role of essays in branding research, particularly in writing conceptual pieces of prospective relevance. The connection between intuition and form is crucial to producing prospectively relevant conceptual articles. By evolving along the middle ground, without falling into empirical production on the one hand or guruization on the other, the researcher can give form to emerging branding phenomena. The paper renews the debate on the need for more conceptual articles by focusing on a forgotten but crucial dimension: foresight relevance.
      Citation: Journal of Service Management
      PubDate: 2022-03-29
      DOI: 10.1108/JOSM-02-2022-0048
      Issue No: Vol. 33 , No. 3 (2022)
       
  • Navigating the emergence of brand meaning in service ecosystems

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      Authors: Jonathan J. Baker , Julia A. Fehrer , Roderick J. Brodie
      Abstract: The purpose of this paper is to clarify how brand meaning evolves as an emergent property through the cocreation processes of stakeholders on multiple levels of a brand's service ecosystem. This provides new insight into the intersection between brands, consumers and society, and emphasizes the institutionally situated nature of brand meaning cocreation processes. It further lays a holistic foundation for a much-needed discussion on purpose-driven branding. Combining the ecosystem perspective of branding with the concept of social emergence allows clarification of brand meaning cocreation at different levels of aggregation. Emergence means collective phenomena – like social structures, concepts, preferences, states, mechanisms, laws and brand meaning – manifest from the interactions of individuals. Drawing on Sawyer's (2005) social emergence perspective, the authors propose a processual multi-level framework to explore brand meaning emergence. Our framework spans five levels of brand meaning emergence: individual (e.g. employees and customers); interactional (e.g. where work teams or friend groups interact); relational (e.g. where internal and external actors meet); strategic (e.g. markets and strategic alliances); and systemic (e.g. regulators, NGOs and society). It acknowledges that brand positioning is an inherently co-creative process of negotiating value propositions and aligning behaviors and beliefs among broad sets of actors, as opposed to a firm-centric task. Service research has only recently embraced a macro–micro perspective of branding processes. This paper extends that perspective by paying attention to the nested service ecosystems in which brand meaning emerges and the degree to which this process can (and cannot) be navigated by individual actors.
      Citation: Journal of Service Management
      PubDate: 2022-03-16
      DOI: 10.1108/JOSM-07-2021-0261
      Issue No: Vol. 33 , No. 3 (2022)
       
  • The invisible leash: when human brands hijack corporate brands' consumer
           relationships

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      Authors: Johann N. Giertz , Linda D. Hollebeek , Welf H. Weiger , Maik Hammerschmidt
      Abstract: Corporate brands increasingly use influential, high reach human brands (e.g. influencers, celebrities), who have strong parasocial relationships with their followers and audiences, to promote their offerings. However, despite emerging understanding of the benefits arising from human brand-based campaigns, knowledge about their potentially negative effects on the corporate brand remains limited. Addressing this gap, this paper deepens insight into the potential risk human brands pose to corporate brands. To explore these issues, this conceptual paper reviews and integrates literature on consumer brand engagement, human brands, brand hijacking and parasocial relationships. Though consumers' favorable human brand associations can be used to improve corporate brand outcomes, they rely on consumers' relationship with the endorsing human brand. Given the dependency of these brands, human brand-based marketing bears the risk that the human brand (vs the firm) “owns” the consumer's corporate brand relationship, which the authors coin relationship hijacking. This phenomenon can severely impair consumers' engagement and relationship with the corporate brand. This paper sheds light on the role of human brands in strategic brand management. Though prior research has highlighted the positive outcomes accruing to the use of human brands, the authors identify its potential dark sides, thus exposing pivotal insight.
      Citation: Journal of Service Management
      PubDate: 2022-03-02
      DOI: 10.1108/JOSM-06-2021-0211
      Issue No: Vol. 33 , No. 3 (2022)
       
  • Journal of Service Management

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