JournalTOCs

Service Business
Journal Prestige (SJR): 0.545

Citation Impact (citeScore): 2
Number of Followers: 1

Hybrid journal (It can contain Open Access articles)
ISSN (Print) 1862-8508 - ISSN (Online) 1862-8516
Published by Springer-Verlag

[2469 journals]

Reviving tradition-bound products: a case of value co-creation using
rhetorical history
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  Abstract: Abstract This study explores the value co-creation framework to revive tradition-bound products using rhetorical history and service-dominant logic. This framework shows the effects of using historical significance to enable value co-creation in a new ecosystem by engaging consumers and local communities without eliminating their traditions. Existing studies merely discuss the methodology of a rhetorical emphasis on the authenticity of traditional industrial firms’ history to attract customers. This study explains the motivation to engage in value co-creation to transform tradition-bound businesses. Through these processes, businesses’ boundaries are thawed, and the customer becomes the advocate and thus, the driver of reviving tradition-bound products.
  PubDate: 2022-08-10
The context-based review recommendation system in e-business platform
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  Abstract: Abstract With the phenomenal growth of e-commerce, online review systems have become the normative dissemination mode of electronic word-of-mouth (eWOM). Unlike traditional WOM, consumers experience information overload in eWOM, thus they often read only a few reviews before making their purchase decision. Consumers tend to search for the most helpful and useful reviews from the large volume of posted reviews. To identify the most relevant reviews, this study applied both non-context features that affect the helpfulness of reviews and the context information that the review texts imply. The test performance and the results of the proposed method more effectively extracted reviews that provided the helpful information to consumers than the ordinary voting-based top-review list.
  PubDate: 2022-08-01
Overcoming bias against funding of female-led entrepreneurial initiatives:
the democratizing influence of online crowdlending platforms
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  Abstract: Abstract Crowdlending platforms are becoming an increasingly prominent alternative funding channel for marginalized entrepreneurs to traditional financing. We examine whether the gender bias generally seen in conventional funding channels extends to the funding of female-led ventures in online platforms and how this potential bias affects service businesses. Our analysis of the KIVA crowdlending platform suggests that while online crowdlending platforms exert a democratizing influence on the funding of female entrepreneurial ventures, female-led service businesses were less able to get financing, mainly for larger loan amounts and longer loan terms. Our findings have significant implications for female entrepreneurs working for marginalized/social causes.
  PubDate: 2022-08-01
B2B buyer operational capability for the effective delivery of
technology-enabled services in a multi-facility context
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  Abstract: Abstract B2B technology-enabled services, such as telecommunications, depend on buyers' internal practices to manage resources within their branch facilities. This paper introduces the concept of B2B buyer operational capability (B2B-BOC) as the bundle of facility-level practices (strategic emphasis, employee training, infrastructure management, and security) that, together with supplier information quality, are necessary for continuous technology-enabled service delivery (service continuity). We use survey data from 300 buyers in Brazil to test our hypothesis. Results show that (i) B2B-BOC completely mediates the effect of supplier information quality on service continuity and that (ii) B2B-BOC varies significantly among facilities of the same buyer.
  PubDate: 2022-07-28
Customer comfort during service robot interactions
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  Abstract: Abstract Customer comfort during service interactions is essential for creating enjoyable customer experiences. However, although service robots are already being used in a number of service industries, it is currently not clear how customer comfort can be ensured during these novel types of service interactions. Based on a 2 × 2 online between-subjects design including 161 respondents using pictorial and text-based scenario descriptions, we empirically demonstrate that human-like (vs machine-like) service robots make customers feel more comfortable because they facilitate rapport building. Social presence does not underlie this relationship. Importantly, we find that these positive effects diminish in the presence of service failures.
  PubDate: 2022-07-18
COVID-19 vaccine distribution: exploring strategic alternatives for the
greater good
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  Abstract: Abstract The dire state of the COVID-19 pandemic crisis symbolized the urgency for efficient distribution and administration of vaccines to combat the virus as the most urgent public health service. This paper presents a prototype multi-criteria decision support model based on goal programming that can effectively support vaccination plans for the greater good of society. The optimization goals of the model include minimizing the number of fatalities and risk of spreading the disease, while complying with government health agency’s priority guidelines for vaccination. This study applied the model to a real-world dataset to demonstrate how it can be effectively applied as a decision support tool for vaccine distribution plans and manage future pandemics.
  PubDate: 2022-06-25
Post-pandemic studies in tourism and hospitality
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  Abstract: Abstract Through literature reviews, we argue that the current pandemic is stimulating the market penetration of ICT-based products or service models in tourism and hospitality industries. In addition, the role of industrialization in tourism and hospitality under reform is an upcoming guidance for post-pandemic research.
  PubDate: 2022-06-06
Predicting delays in service operations
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  Abstract: Abstract Delays constitute a key challenge in the management of service operations, causing substantial quality and cost issues. Delays in one service event can cause delays in another service event and so on, which creates challenges in the management of complex services. Assuming a lower-triangular matrix formalism, we develop a novel approach to modelling such chains of delays in complex service operations such as health care and software development. This approach can enable service managers to identify, understand, predict and control delays. Our research provides a novel theoretical contribution to the literature on service delays.
  PubDate: 2022-06-01
Explaining COVID-19 shock wave mechanism in the European service industry
using convergence clubs analysis
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  Abstract: Abstract The impact of COVID-19 on the economy and business is a major issue. We define convergence clubs as countries with the same impact of COVID-19 on service turnover by using a convergence algorithm for testing and clustering. We repeat the procedure in the hospitality and food industry, information and communication, transport, and storage. The impact of COVID-19 on each convergence club identified in the study varies empirically. The findings suggest that the impact of COVID-19 varies between countries and industries depending on the firm’s agility, innovation, ownership, digital adoption, customer perception, pandemic status, and state financial assistance of companies.
  PubDate: 2022-06-01
Inherent paradoxes in the shift to autonomous solutions provision: a
multilevel investigation of the shipping industry
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  Abstract: Abstract Transforming a traditional industry by adopting autonomous solutions is complex, generating paradoxical tensions on multiple aggregate levels. We undertake an in-depth case study of a leading maritime autonomous solutions provider and its ecosystem partners. We apply the paradox lens using thematic analysis. Our research contributes to the digital servitization literature by identifying six paradoxes inherent in the shift to autonomous solutions, nested in the micro, meso, and macro levels. We develop a multilevel framework of organizational paradoxes, delineating cascading effects of paradoxes across levels. We offer valuable insights for providers to integrate multilevel perspectives into the shift to autonomous solutions.
  PubDate: 2022-06-01
Impacts of customer incivility and abusive supervision on employee
performance: a comparative study of the pre- and post-COVID-19 periods
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  Abstract: Abstract The purpose of our study was to assess the effects of customer incivility and abusive supervision on employee performance during the pre- and post-COVID-19 periods. Our two-wave panel data collected from South Korean frontline service employees revealed that the indirect effect of customer incivility on job performance through emotional exhaustion became more pronounced after the onset of the pandemic. Furthermore, during the pandemic, customer incivility exerted a greater indirect effect on job performance through emotional exhaustion than abusive supervision. These findings offer insights for effectively managing frontline service employees’ stress in times of crisis, including pandemics.
  PubDate: 2022-06-01
Lifelong good soldiers of higher education institutions: driving factors
and obstructions of alumni loyalty
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  Abstract: Abstract Loyal customers are good soldiers who behave favorably toward service firms. As increasing number of universities are facing “a candle burning at both ends” due to low birth rate and high global competition, this study integrates alumni participation, alternative attractiveness, school prestige, and the relationship quality-based student loyalty model to verify leading variables that enhance alumni loyalty. A total of 412 questionnaires were collected from universities in Taiwan. Other than service quality and relationship quality, this study confirms the critical influence of alumni participation and school prestige on loyalty intention. The key mediation role of alumni participation is also revealed.
  PubDate: 2022-06-01
Post-pandemic studies in tourism and hospitality
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  PubDate: 2022-05-30
  DOI: 10.1007/s11628-022-00495-8
Buyer–supplier interactions in business services: variety in
relational interfaces
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  Abstract: Abstract Business services have become a considerable share of many firms’ external resources. Several service typologies have been proposed. This study explores the underlying dynamic of interaction patterns in business services through the lens of relational interfaces. Five exploratory case studies show the presence of variety in the buyer–supplier interfaces. Thus, the relevance of the interaction patterns to increasing a firm’s productivity or innovativeness may require an assessment of this variety in relational interfaces.
  PubDate: 2022-05-26
  DOI: 10.1007/s11628-022-00494-9
Cosmopolitan tourists: the most resilient travellers in the face of
COVID-19
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  Abstract: Abstract Fear, whilst essential for survival, has the power to impair rational thinking. In tourism, fear can cease international travels. Previous studies demonstrated that cosmopolitan travellers are more resistant to irrational fear. This study aims to verify if cosmopolitans are more resistant to irrationality when facing the fear of COVID-19. Building on grounded theory, 64 in-depth interviews and direct observation, this study found that the cosmopolitan mindset, open-mindedness and strive for objectivity facilitates personal resilience, rational functioning in the face of fear. The study categorises travellers based on their resilience and suggests how to encourage each category amidst the threat of COVID-19.
  PubDate: 2022-05-11
  DOI: 10.1007/s11628-022-00482-z
Women’s social entrepreneurship and livelihood innovation: an
exploratory study from India
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  Abstract: Abstract Women-owned social enterprises have tremendous potential in guaranteeing sustainable livelihoods along with women empowerment. This study demonstrates efforts and explains progresses registered by a unique socio-entrepreneurial venture in an Indian federal state of Maharashtra. The article uses extensive literature review and follows a case-based approach to assess the elements of strategic interventions required to attain women empowerment and social development. Focus group discussions with the members and women entrepreneurs reveal that this unique form of social entrepreneurship has enormous capacities to support entrepreneurship development drives through timely and adequate access to resources, knowledge, and skills and also to pave the way toward community development, addressing peripheral issues with social, cultural, and ecological dimensions.
  PubDate: 2022-05-08
  DOI: 10.1007/s11628-022-00493-w
The effects of gender and personality of robot assistants on customers’
acceptance of their service
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  Abstract: Abstract The Covid-19 pandemic has stimulated the use of social robots in front-office services. However, some initial applications yielded disappointing results, as managers were unaware of the level of development of the robots’ artificial intelligence systems. This study proposes to adapt the Almere model to estimate the technological acceptance of service robots, which express their gender and personality, whilst assisting consumers. A 2 × 2 (two genders vs. two personalities) between-subjects experiment was conducted with 219 participants. Model estimation with Structural Equation Modelling confirmed seven out of eight hypotheses, and all four scenarios were estimated with Ordinary Least Squares, showing that robot gender and personality affected their technological acceptance.
  PubDate: 2022-04-26
  DOI: 10.1007/s11628-022-00492-x
Correction to: Current and future influences of COVID-19 on the knowledge
management function of conventions and exhibitions
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  PubDate: 2022-03-25
  DOI: 10.1007/s11628-022-00491-y
The reaction of coworking spaces to the COVID-19 pandemic. A dynamic
capabilities perspective
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  Abstract: Abstract The COVID-19 pandemic has led to many firms reassessing how to deal with their communities. In this study, we focus on a coworking space and examine how the management staff and its coworking community reacted to the pandemic. The uniqueness of coworking spaces is that the community is both the paying customer and it is an integral part of the coworking value proposition. For this paper, a case study in Amsterdam was analyzed and the symbiotic relationship between the coworking space and one of its key resources (the community) was examined. We build on dynamic capabilities theory to identify the processes of how a firm and its community maneuver through the pandemic. We propose that in vibrant times, firms and communities should work in close alignment in order to sense, seize, and transform resources and opportunities.
  PubDate: 2022-03-25
  DOI: 10.1007/s11628-022-00489-6
Current and future influences of COVID-19 on the knowledge management
function of conventions and exhibitions
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  Abstract: Abstract This study presents a new perspective on conventions and exhibitions (termed “C&E”) as places of knowledge exchange and conversion in which participants acquire, create, and disseminate tacit and explicit knowledge. C&E is defined as a temporary cluster promoting tacit knowledge exchange, which cannot be conveyed without meeting in person. However, C&E has been forced to convert to online/virtual events owing to the COVID-19 pandemic and is now changing to a hybrid mode of on-site and virtual events. This phenomenon is expected to continue post-pandemic, as long as socialization for tacit knowing is still the primary concern for people attending events.
  PubDate: 2022-03-15
  DOI: 10.1007/s11628-022-00488-7