JournalTOCs

Journal of Service Research
Journal Prestige (SJR): 5.247

Citation Impact (citeScore): 8
Number of Followers: 6

Hybrid journal (It can contain Open Access articles)
ISSN (Print) 1094-6705 - ISSN (Online) 1552-7379
Published by Sage Publications

[1174 journals]

Conscious Empathic AI in Service
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  Authors: Hadi Esmaeilzadeh, Reza Vaezi
  Abstract: Journal of Service Research, Ahead of Print.
  Recent advances in artificial intelligence (AI) have achieved human-scale speed and accuracy for classification tasks. Current systems do not need to be conscious to recognize patterns and classify them. However, for AI to advance to the next level, it needs to develop capabilities such as metathinking, creativity, and empathy. We contend that such a paradigm shift is possible through a fundamental change in the state of artificial intelligence toward consciousness, similar to what took place for humans through the process of natural selection and evolution. To that end, we propose that consciousness in AI is an emergent phenomenon that primordially appears when two machines cocreate their own language through which they can recall and communicate their internal state of time-varying symbol manipulation. Because, in our view, consciousness arises from the communication of inner states, it leads to empathy. We then provide a link between the empathic quality of machines and better service outcomes associated with empathic human agents that can also lead to accountability in AI services.
  Citation: Journal of Service Research
  PubDate: 2022-06-03T09:03:36Z
  DOI: 10.1177/10946705221103531
Periodic Versus Aggregate Donations: Leveraging Donation Frequencies to
Cultivate the Regular Donor Portfolio
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  Authors: Ana Minguez, F. Javier Sese
  Abstract: Journal of Service Research, Ahead of Print.
  Charitable organizations play a key role in society but face the recurrent challenge of obtaining sufficient resources to accomplish their missions. The regular donor portfolio becomes a critical element in providing stable and long-lasting funding, and its effective management has emerged as a key research area. This study investigates the impact of the donation frequency by regular donors on their donation amount over time. Drawing from temporal reframing literature, we provide an understanding of these effects as well as the moderating role of the motivations to donate (self- vs other-oriented). The study also investigates the extent to which frequency choices are influenced by the motivations to donate and by the donation options presented during registration. Using a sample of regular donors from 2013 to 2019 and applying dynamic panel data techniques, the findings reveal that higher frequencies lead to higher donations, though this effect is strengthened by self-oriented motivations and weakened by other-oriented motivations. Our study shows that motivations to donate and donation options jointly explain donation frequencies. This study provides useful guidance for charities on how to increase regular donors’ perceived value and their contributions to help these organizations provide essential services to the most vulnerable groups in society.
  Citation: Journal of Service Research
  PubDate: 2022-05-31T08:41:09Z
  DOI: 10.1177/10946705221103270
Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human
Intelligence Approach
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  Authors: Raffaele Filieri, Zhibin Lin, Yulei Li, Xiaoqian Lu, Xingwei Yang
  Abstract: Journal of Service Research, Ahead of Print.
  Understanding consumer emotions arising from robot-customers encounters and shared through online reviews is critical for forecasting consumers’ intention to adopt service robots. Qualitative analysis has the advantage of generating rich insights from data, but it requires intensive manual work. Scholars have emphasized the benefits of using algorithms for recognizing and differentiating among emotions. This study critically addresses the advantages and disadvantages of qualitative analysis and machine learning methods by adopting a hybrid machine-human intelligence approach. We extracted a sample of 9707 customers reviews from two major social media platforms (Ctrip and TripAdvisor), encompassing 412 hotels in 8 countries. The results show that the customer experience with service robots is overwhelmingly positive, revealing that interacting with robots triggers emotions of joy, love, surprise, interest, and excitement. Discontent is mainly expressed when customers cannot use service robots due to malfunctioning. Service robots trigger more emotions when they move. The findings further reveal the potential moderation effect of culture on customer emotional reactions to service robots. The study highlights that the hybrid approach can take advantage of the scalability and efficiency of machine learning algorithms while overcoming its shortcomings, such as poor interpretative capacity and limited emotion categories.
  Citation: Journal of Service Research
  PubDate: 2022-05-28T09:45:57Z
  DOI: 10.1177/10946705221103937
I, Robot, You, Consumer: Measuring Artificial Intelligence Types and their
Effect on Consumers Emotions in Service
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  Authors: Eleonora Pantano, Daniele Scarpi
  Abstract: Journal of Service Research, Ahead of Print.
  This research draws upon the increasing usage of AI in service. It aims at understanding the extent to which AI systems have multiple intelligence types like humans and if these types arouse different emotions in consumers. To this end, the research uses a two-study approach: Study 1 builds and evaluates a scale for measuring different AI intelligence types. Study 2 evaluates consumers’ emotional responses to the different AI intelligences. The findings provide a measurement scale for evaluating different types of artificial intelligence against human ones, thus showing that artificial intelligences are configurable, describable, and measurable (Study 1), and influence positive and negative consumers’ emotions (Study 2). The findings also demonstrate that consumers display different emotions, in terms of happiness, excitement, enthusiasm, pride, inspiration, sadness, fear, anger, shame, and anxiety, and also emotional attachment, satisfaction, and usage intention when interacting with the different types of AI intelligences. Our scale builds upon human intelligence against AI intelligence characteristics while providing a guidance for future development of AI-based systems more similar to human intelligences.
  Citation: Journal of Service Research
  PubDate: 2022-05-25T12:17:47Z
  DOI: 10.1177/10946705221103538
Thinking Skills Don’t Protect Service Workers from Replacement by
Artificial Intelligence
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  Authors: Darina Vorobeva, Yasmina El Fassi, Diego Costa Pinto, Diego Hildebrand, Márcia M. Herter, Anna S. Mattila
  Abstract: Journal of Service Research, Ahead of Print.
  Despite the documented benefits of Artificial Intelligence (AI) to the service industry, the service employees’ fear of being replaced by AI continues to be a major concern as we transition to the Feeling Economy. This paper builds upon the Feeling Economy framework and the social comparison theory to examine how different service-related tasks (thinking vs feeling) distinctively impact the service employees’ feelings and behavior. Five studies reveal that the presence of AI increases negative outcomes for employees engaging in thinking (vs. feeling) tasks due to its adverse effects on their perceived ability (i.e., relative performance). Findings further indicate that these detrimental effects only happen when service employees compare their abilities with those of AI. This research provides important theoretical and managerial implications, helping to mitigate AI’s negative outcomes on employees’ fear of replacement and reduced job performance.
  Citation: Journal of Service Research
  PubDate: 2022-05-23T09:49:25Z
  DOI: 10.1177/10946705221104312
How Online Incivility Affects Consumer Engagement Behavior on
Brands’ Social Media
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  Authors: Jeremy S. Wolter, Todd J. Bacile, Pei Xu
  Abstract: Journal of Service Research, Ahead of Print.
  Research on consumer engagement in social media is flourishing. However, online incivility is rampant and its effect on consumer engagement is unknown. The current work posits long-term consumer engagement with a brand is decreased when consumer-to-consumer uncivil interactions take place on brands’ social media channels. Using behavioral data from Facebook, the first study documents that a consumer’s incivility to another consumer increases the victim’s engagement in the short term but decreases their engagement over the long term. Further, a brand’s response mitigates these effects. Two follow-up studies using scenario-based experiments provide evidence that consumer injustice perceptions mediate a confrontation coping strategy, while ostracism perceptions mediate an avoidance coping strategy. The experiments also evidence that a brand response mitigates some of the effects of incivility. However, an uncivil interaction from a brand advocate can ostracize a victim despite a brand response. Together, our work furthers consumer engagement and consumer incivility theory while also suggesting that practitioners should manage incivility on brands’ social media pages.
  Citation: Journal of Service Research
  PubDate: 2022-05-16T08:21:52Z
  DOI: 10.1177/10946705221096192
Glocalization in Service Cultures: Tensions in Customers’ Service
Expectations and Experiences
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  Authors: Anu Helkkula, Eric Arnould, An Chen
  Abstract: Journal of Service Research, Ahead of Print.
  In the global world, service cultures interact. The co-shaping interaction of local and global service cultures is a form of glocalization. In China, interaction between traditional Chinese medicine (TCM) and Western medicine (WM) has produced glocalized versions of both services. Through analysis of customers’ experience of healthcare service in southwestern China, this paper addresses two research questions: What distinctive cultural resources do informants associate with WM and TCM' And how do tensions emerge in the contrast between customers’ expected and experienced cultural resources in glocalized healthcare service' The resource integration construct provides theoretical language to analyze customers’ service experiences in glocalized service cultures. One theoretical contribution resulting from this analysis is showing that culturally specific resources embedded in service systems emerge phenomenologically through resource integration in customers’ experiences. A second theoretical contribution resulting from this analysis is demonstrating how the mix of culturally specific resources from two glocalized services causes tensions and effects how experience is interpreted and valued. The article’s managerial contribution is a four-step culture-comparative resource framework. The framework can help managers identify tensions in customer expectations and experiences in glocalized service and identify needed changes to facilitate customers’ positive service experiences.
  Citation: Journal of Service Research
  PubDate: 2022-05-09T02:34:12Z
  DOI: 10.1177/10946705221094638
Driving Retail Cross-Selling
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  Authors: Angela J. Xu, Raymond Loi, Cheris W. C. Chow, Vicky S. Z. Lin
  Abstract: Journal of Service Research, Ahead of Print.
  Cross-selling is one of the most important sales strategies retail organizations adopted to drive business revenue and increase customer lifetime value. While considerable efforts have been devoted to developing data-based cross-selling models, little is known about how and when store managers can drive frontline service employees (FSEs) to cross-sell. Drawing on work meaningfulness literature, we propose that a high-quality resource exchange relationship with the store manager (i.e., leader–member exchange, LMX) endows FSEs’ work with meaningfulness of serving others, which in turn promotes their engagement in cross-selling. We further contend that when store managers possess high person-organization fit, the impact of their LMX relationships on FSEs’ work meaningfulness of serving others and subsequent cross-selling would be stronger. A three-wave survey data from 166 FSEs and their store managers in a retail chain in China (i.e., Study 1) and an experiment among 120 U.S.-based working employees (i.e., Study 2) support our predictions. The present research offers important theoretical and practical implications for retailing management area.
  Citation: Journal of Service Research
  PubDate: 2022-04-28T05:37:52Z
  DOI: 10.1177/10946705221087399
Modular Service Design of Information Technology-Enabled Services
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  Authors: Tuure Tuunanen, Markus Salo, Feng Li
  Abstract: Journal of Service Research, Ahead of Print.
  The literature has proposed ways to modularize information-technology-enabled services (ITeS) with limited success. We argue that applying design principles (DPs) can address this gap and revitalize the service modularization literature. With a qualitative research study, we develop exemplar DPs and a set of prioritized DPs for ITeS. We contribute to the literature by demonstrating how complex service systems, specifically ITeS, can be modularly designed. Our DPs show how different ITeS design elements or service attribute combinations impact the outcome-driven design of service experience. Based on the findings, we present a modular service design framework and a service design method that adopts DPs to create effective modular ITeS designs. We also offer ways to conceptualize and apply service modularization to improve the adoption of the modular service design by service designers and managers.
  Citation: Journal of Service Research
  PubDate: 2022-04-23T01:13:34Z
  DOI: 10.1177/10946705221082775
Artificial Emotions and Love and Sex Doll Service Workers
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  Authors: Russell Belk
  Abstract: Journal of Service Research, Ahead of Print.
  Realistic looking humanoid love and sex dolls have been available on a somewhat secretive basis for at least three decades. But today the industry has gone mainstream with North American, European, and Asian producers using mass customization and competing on the bases of features, realism, price, and depth of product lines. As a result, realistic life size artificial companions are becoming more affordable to purchase and more feasible to patronize on a service basis. Sexual relations may be without equal when it comes to emotional intimacy. Yet, the increasingly vocal and interactive robotic versions of these dolls, feel nothing. They may nevertheless induce emotions in users that potentially surpass the pleasure of human-human sexual experiences. The most technologically advanced love and sex robots are forecast to sense human emotions and gear their performances of empathy, conversation, and sexual activity accordingly. I offer a model of how this might be done to provide a better service experience. I compare the nature of resulting “artificial emotions” by robots to natural emotions by humans. I explore the ethical issues entailed in offering love and sex robot services with artificial emotions and offer a conclusion and recommendations for service management and for further research.
  Citation: Journal of Service Research
  PubDate: 2022-04-14T07:34:13Z
  DOI: 10.1177/10946705211063692
It is Really Not a Game: An Integrative Review of Gamification for Service
Research
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  Authors: Robert Ciuchita, Jonas Heller, Sarah Köcher, Sören Köcher, Thomas Leclercq, Karim Sidaoui, Susan Stead
  Abstract: Journal of Service Research, Ahead of Print.
  Gamification has attracted considerable practitioner attention and has become a viable tactic for influencing behavior, boosting innovation, and improving marketing outcomes across industries. Simultaneously, studies on the use of gamification techniques have emerged in diverse fields, including computer science, education, and healthcare. Despite the broad popularity of gamification in other fields, it has received only limited attention in the service literature. Moreover, the findings of extant studies on gamification in the service field are inconclusive and suggest an incomplete understanding of the employment of gamification in service contexts. Thus, this study aims to integrate the growing but scattered cross-disciplinary literature on gamification and to emphasize its relevance to service research. Specifically, we first conceptualize gamification for service and differentiate it from related concepts. Then, using a systematic literature review, we identify 34 empirical articles that reflect this gamification conceptualization and can be connected to relevant service research themes (e.g., customer participation, experience, and loyalty). Employing activity theory, we derive four higher-order functions of gamification: production, consumption, exchange, and distribution. Finally, we develop a research agenda to generate a better understanding of the central aspects within each of the identified gamification functions and stimulate future academic efforts on gamification in services.
  Citation: Journal of Service Research
  PubDate: 2022-04-12T03:11:15Z
  DOI: 10.1177/10946705221076272
Toward Multisensory Customer Experiences: A Cross-Disciplinary
Bibliometric Review and Future Research Directions
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  Authors: Susan Stead, Ruud Wetzels, Martin Wetzels, Gaby Odekerken-Schröder, Dominik Mahr
  Abstract: Journal of Service Research, Ahead of Print.
  An in-depth understanding of multisensory customer experiences could inform and transform service experiences across the touchpoints of customer journeys. Sensory research in service and marketing disciplines mostly refers to individual senses in isolation. However, relevant insights could be gleaned from other disciplines to explore the multisensory nature of customer experiences. Noting the fragmented state of research surrounding such topics, the current article presents a systematic, objective overview of the content and theoretical foundations underlying the notion of multisensory customer experiences. Seeking a holistic understanding and research agenda for service research, the authors adopt both text mining and co-citation analyses overlaying findings from the cross-disciplinary foundation to uncover relevant theoretical, conceptual, and methodological developments. The resulting research agenda encourages scholars to employ diverse theories and methods to investigate multisensory stimuli, their integration, and perception, as well as the link between multisensory customer experiences and emotions. These insights then can inform the design of multisensory omnichannel service experiences.
  Citation: Journal of Service Research
  PubDate: 2022-03-26T03:39:31Z
  DOI: 10.1177/10946705221079941
To go or to let it go: A regulatory focus perspective on Bundle
Consumption
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  Authors: Arpita Pandey, Sanjeev Tripathi
  Abstract: Journal of Service Research, Ahead of Print.
  Despite the widespread reliance on service bundles across industries (examples include theater season-tickets, vacation packages, and annual sports passes), the impact of consumer-specific factors on the post-purchase consumptions of such bundles has received limited academic attention. Drawing on regulatory focus theory, we show that a consumer’s regulatory orientation influences the consumption of service bundles, and that the impacts are mediated by construal level. Using six studies (including a field study and a quasi-field experiment using Twitter data) we illustrate that prevention-focused individuals demonstrate concrete construal and are better able to resolve the ambiguity in allocating costs and benefits to individual bundle components, leading to higher consumption. By examining the role of a consumer’s regulatory orientation, our work advances the theoretical understanding of consumer behavior in response to the bundling of services. We make an important methodological contribution by demonstrating how text-mining can be innovatively utilized to analyze consumer posts on Twitter to infer regulatory focus and understand service bundle consumption. Our studies provide practical guidance to managers seeking to infer (using publicly available Twitter data and consumer-provided inputs during purchase) and prime (using advertisements and nudges) regulatory focus to understand/influence service consumption.
  Citation: Journal of Service Research
  PubDate: 2022-03-03T03:05:39Z
  DOI: 10.1177/10946705211067101
Social Media Communication and Company Value: The Moderating Role of
Industry Competitiveness
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  Authors: Alireza Golmohammadi, Dinesh K. Gauri, Hooman Mirahmad
  Abstract: Journal of Service Research, Ahead of Print.
  Existing research demonstrates that industry competitiveness influences the effectiveness of marketing actions. However, limited scholarly attention has been paid to how service companies should communicate on social media under different levels of industry competitiveness. The current research seeks to address this gap in the literature by analyzing social media communication, brand impression, and financial data from two large samples of service companies and by employing state-of-the-art methods of machine learning. Study 1 demonstrates that industry competitiveness positively (negatively) moderates the impact of persuasive tone (volume) of social media communications on company value. We argue that these effects stem from investors’ expectations about the impact of these communication styles in facilitating differentiation and improving brand impressions in a congested competitive environment. Consistent with this mechanism, Study 2 reveals that as an industry becomes more cluttered, persuasive tone (volume) becomes more (less) effective in impacting consumers’ brand impressions. The findings provide important insights for service companies that operate under different levels of industry competitiveness.
  Citation: Journal of Service Research
  PubDate: 2022-02-24T09:22:37Z
  DOI: 10.1177/10946705211072429
Conceptualizing Services and Service Innovation: A Practice Theory Study
of the Swedish Music Market
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  Authors: Per Skålén, Johanna Gummerus
  Abstract: Journal of Service Research, Ahead of Print.
  In today’s complex and interconnected marketplace, the study of services and service innovation among multiple actors is an underdeveloped, but a theoretically and managerially relevant research area for enabling value cocreation. Building on general practice theory, the scarce prior service research that has drawn on practice theory, and an empirical study of the Swedish music market, this paper outlines a framework that conceptualizes services and service innovation among multiple actors by focusing on value cocreation practices (VCPs). The framework contributes to service research by conceptualizing services as bundles of VCPs, providing a theoretical foundation for the research that studies services as activities. It also contributes to service research by conceptualizing service innovation as the creation of VCPs. The paper shows how actors’ concrete activities, in combination with the valancing of VCPs existing in the market, induce service innovation. A future agenda for research on services and service innovation is also proposed. In addition to these theoretical contributions, the paper offers practical insights into how managers, with the help of the framework, may broaden their focus to include the shared VCPs of the markets to secure a competitive advantage.
  Citation: Journal of Service Research
  PubDate: 2022-02-22T01:29:41Z
  DOI: 10.1177/10946705211062693