Subjects -> BUSINESS AND ECONOMICS (Total: 3570 journals)
    - ACCOUNTING (132 journals)
    - BANKING AND FINANCE (306 journals)
    - BUSINESS AND ECONOMICS (1248 journals)
    - CONSUMER EDUCATION AND PROTECTION (20 journals)
    - COOPERATIVES (4 journals)
    - ECONOMIC SCIENCES: GENERAL (212 journals)
    - ECONOMIC SYSTEMS, THEORIES AND HISTORY (235 journals)
    - FASHION AND CONSUMER TRENDS (20 journals)
    - HUMAN RESOURCES (103 journals)
    - INSURANCE (26 journals)
    - INTERNATIONAL COMMERCE (145 journals)
    - INTERNATIONAL DEVELOPMENT AND AID (103 journals)
    - INVESTMENTS (22 journals)
    - LABOR AND INDUSTRIAL RELATIONS (61 journals)
    - MACROECONOMICS (17 journals)
    - MANAGEMENT (595 journals)
    - MARKETING AND PURCHASING (116 journals)
    - MICROECONOMICS (23 journals)
    - PRODUCTION OF GOODS AND SERVICES (143 journals)
    - PUBLIC FINANCE, TAXATION (37 journals)
    - TRADE AND INDUSTRIAL DIRECTORIES (2 journals)

PRODUCTION OF GOODS AND SERVICES (143 journals)                     

Showing 1 - 137 of 137 Journals sorted alphabetically
Asia Pacific Journal of Marketing and Logistics     Hybrid Journal   (Followers: 8)
Asian Journal of Marketing     Open Access   (Followers: 5)
Australasian Marketing Journal (AMJ)     Hybrid Journal   (Followers: 4)
BMC Health Services Research     Open Access   (Followers: 22)
Capital Markets Law Journal     Hybrid Journal   (Followers: 4)
Cleaner Environmental Systems     Open Access  
Cleaner Production Letters     Hybrid Journal  
Cleaner Waste Systems     Open Access   (Followers: 2)
Consumption Markets & Culture     Hybrid Journal   (Followers: 6)
Customer Needs and Solutions     Hybrid Journal   (Followers: 4)
Direct Marketing An International Journal     Hybrid Journal   (Followers: 4)
Disaster Prevention and Management     Hybrid Journal   (Followers: 30)
Economic & Labour Market Review     Hybrid Journal   (Followers: 13)
Electronic Markets     Hybrid Journal   (Followers: 6)
Emerging Markets Review     Hybrid Journal   (Followers: 10)
European Journal of Marketing     Hybrid Journal   (Followers: 22)
Financial Markets, Institutions & Instruments     Hybrid Journal   (Followers: 38)
Food Packaging and Shelf Life     Hybrid Journal   (Followers: 3)
Foundations and Trends® in Marketing     Full-text available via subscription   (Followers: 11)
Future Business Journal     Open Access   (Followers: 2)
Global Journal of Emerging Market Economies     Hybrid Journal   (Followers: 1)
Health Services and Outcomes Research Methodology     Hybrid Journal   (Followers: 6)
Health Services Management Research     Hybrid Journal   (Followers: 16)
Health Services Research     Hybrid Journal   (Followers: 18)
i+Diseño : Revista científico-académica internacional de Innovación, Investigación y Desarrollo en Diseño     Open Access  
Independent Journal of Management & Production     Open Access   (Followers: 1)
Ingeniería y Competitividad     Open Access  
International Journal of Advanced Operations Management     Hybrid Journal   (Followers: 7)
International Journal of Bank Marketing     Hybrid Journal   (Followers: 4)
International Journal of Business and Emerging Markets     Hybrid Journal   (Followers: 1)
International Journal of Business Forecasting and Marketing Intelligence     Hybrid Journal   (Followers: 3)
International Journal of Electronic Marketing and Retailing     Hybrid Journal   (Followers: 5)
International Journal of Emerging Markets     Hybrid Journal   (Followers: 3)
International Journal of Entrepreneurial Venturing     Hybrid Journal   (Followers: 1)
International Journal of Financial Services Management     Hybrid Journal   (Followers: 1)
International Journal of Information Systems and Supply Chain Management     Full-text available via subscription   (Followers: 10)
International Journal of Inventory Research     Hybrid Journal  
International Journal of Lean Six Sigma     Hybrid Journal   (Followers: 8)
International Journal of Logistics Economics and Globalisation     Hybrid Journal   (Followers: 3)
International Journal of Managing Projects in Business     Hybrid Journal   (Followers: 3)
International Journal of Market Research     Hybrid Journal   (Followers: 14)
International Journal of Nonprofit & Voluntary Sector Marketing     Hybrid Journal   (Followers: 7)
International Journal of Pharmaceutical and Healthcare Marketing     Hybrid Journal   (Followers: 4)
International Journal of Planning and Scheduling     Hybrid Journal   (Followers: 2)
International Journal of Product Development     Hybrid Journal   (Followers: 1)
International Journal of Production Economics     Hybrid Journal   (Followers: 19)
International Journal of Production Management and Engineering     Open Access   (Followers: 4)
International Journal of Production Research     Hybrid Journal   (Followers: 13)
International Journal of Productivity and Quality Management     Hybrid Journal   (Followers: 4)
International Journal of Quality and Service Sciences     Hybrid Journal   (Followers: 2)
International Journal of Quality Innovation     Open Access   (Followers: 4)
International Journal of Research in Marketing     Hybrid Journal   (Followers: 18)
International Journal of Service Industry Management     Hybrid Journal   (Followers: 1)
International Journal of Services and Standards     Hybrid Journal   (Followers: 1)
International Journal of Services Operations and Informatics     Hybrid Journal   (Followers: 1)
International Journal of Services Sciences     Hybrid Journal  
International Journal of Supply Chain and Inventory Management     Hybrid Journal   (Followers: 7)
International Journal of Supply Chain and Operations Resilience     Hybrid Journal   (Followers: 3)
International Journal of Supply Chain Management     Open Access   (Followers: 15)
International Journal of Systems Science : Operations & Logistics     Hybrid Journal  
International Journal of Technology Marketing     Hybrid Journal   (Followers: 3)
International Journal of Trade and Global Markets     Hybrid Journal   (Followers: 2)
Internet Reference Services Quarterly     Hybrid Journal   (Followers: 33)
JCMS : Journal of Common Market Studies     Hybrid Journal   (Followers: 48)
Journal of Advances in Management Research     Hybrid Journal   (Followers: 1)
Journal of Benefit-Cost Analysis     Hybrid Journal   (Followers: 2)
Journal of Business & Industrial Marketing     Hybrid Journal   (Followers: 8)
Journal of Business Logistics     Hybrid Journal   (Followers: 8)
Journal of Business Venturing     Hybrid Journal   (Followers: 29)
Journal of Cleaner Production     Hybrid Journal   (Followers: 27)
Journal of Consumer Marketing     Hybrid Journal   (Followers: 19)
Journal of Database Marketing & Customer Strategy Management     Hybrid Journal   (Followers: 5)
Journal of Direct Data and Digital Marketing Practice     Hybrid Journal   (Followers: 6)
Journal of Emerging Knowledge on Emerging Markets     Open Access  
Journal of Entrepreneurial Finance     Open Access  
Journal of Financial Markets     Hybrid Journal   (Followers: 28)
Journal of Food Products Marketing     Hybrid Journal   (Followers: 1)
Journal of Foodservice Business Research     Hybrid Journal  
Journal of Global Marketing     Hybrid Journal   (Followers: 4)
Journal of Global Operations and Strategic Sourcing     Hybrid Journal   (Followers: 1)
Journal of Health Services Research and Policy     Hybrid Journal   (Followers: 16)
Journal of International Consumer Marketing     Hybrid Journal   (Followers: 9)
Journal of International Financial Markets, Institutions and Money     Hybrid Journal   (Followers: 19)
Journal of Loss Prevention in the Process Industries     Hybrid Journal   (Followers: 7)
Journal of Marketing     Full-text available via subscription   (Followers: 51)
Journal of Marketing Communications     Hybrid Journal   (Followers: 11)
Journal of Marketing Education     Hybrid Journal   (Followers: 7)
Journal of Marketing Research     Full-text available via subscription   (Followers: 70)
Journal of Nonprofit & Public Sector Marketing     Hybrid Journal   (Followers: 5)
Journal of Operations and Supply Chain Management     Open Access   (Followers: 6)
Journal of Political Marketing     Hybrid Journal   (Followers: 3)
Journal of Prediction Markets     Full-text available via subscription   (Followers: 1)
Journal of Product Innovation Management     Hybrid Journal   (Followers: 23)
Journal of Production Research & Management     Full-text available via subscription   (Followers: 3)
Journal of Productivity Analysis     Hybrid Journal   (Followers: 4)
Journal of Progressive Human Services     Hybrid Journal   (Followers: 1)
Journal of Public Policy & Marketing     Full-text available via subscription   (Followers: 14)
Journal of Relationship Marketing     Hybrid Journal   (Followers: 7)
Journal of Retailing and Consumer Services     Hybrid Journal   (Followers: 5)
Journal of Service Research     Hybrid Journal   (Followers: 6)
Journal of Services Marketing     Hybrid Journal   (Followers: 11)
Journal of Strategic Marketing     Hybrid Journal   (Followers: 11)
Journal of Targeting Measurement and Analysis for Marketing     Hybrid Journal   (Followers: 1)
Journal of Technology Management & Innovation     Open Access   (Followers: 5)
Journal of the Academy of Marketing Science     Hybrid Journal   (Followers: 25)
Journal of Vacation Marketing     Hybrid Journal   (Followers: 2)
Logistics     Open Access   (Followers: 1)
Logistics Journal     Open Access   (Followers: 2)
Management and Administrative Sciences Review     Open Access  
Management and Production Engineering Review     Open Access   (Followers: 1)
Manufacturing & Service Operations Management     Full-text available via subscription   (Followers: 17)
Marketing Intelligence & Planning     Hybrid Journal   (Followers: 4)
Marketing Letters     Hybrid Journal   (Followers: 10)
Marketing Review     Full-text available via subscription  
Marketing Science     Full-text available via subscription   (Followers: 34)
Psychological Services     Full-text available via subscription   (Followers: 4)
Psychology & Marketing     Hybrid Journal   (Followers: 10)
Qualitative Market Research: An International Journal     Hybrid Journal   (Followers: 3)
Quantitative Marketing and Economics     Hybrid Journal   (Followers: 4)
Reproduction Fertility and Development     Hybrid Journal   (Followers: 4)
Review of Pacific Basin Financial Markets and Policies     Hybrid Journal  
Revista Eletrônica Academicus     Open Access  
Revue Interventions économiques     Open Access   (Followers: 1)
Service Business     Hybrid Journal   (Followers: 1)
Service Oriented Computing and Applications     Hybrid Journal   (Followers: 2)
Service Science     Full-text available via subscription   (Followers: 1)
Services Marketing Quarterly     Hybrid Journal   (Followers: 5)
Social Marketing Quarterly     Hybrid Journal   (Followers: 6)
Strategy Management Logistics     Open Access   (Followers: 2)
Supply Chain Forum : an International Journal     Full-text available via subscription   (Followers: 7)
Sustainable Production and Consumption     Full-text available via subscription   (Followers: 1)
Technology Operation Management     Hybrid Journal  
The Journal of Futures Markets     Hybrid Journal   (Followers: 6)
The Service Industries Journal     Hybrid Journal   (Followers: 4)
Universal Journal of Industrial and Business Management     Open Access  
Venture Capital: An International Journal of Entrepreneurial Finance     Hybrid Journal   (Followers: 1)
WPOM - Working Papers on Operations Management     Open Access   (Followers: 1)

           

Similar Journals
Journal Cover
Journal of Services Marketing
Journal Prestige (SJR): 1.036
Citation Impact (citeScore): 3
Number of Followers: 11  
 
Hybrid Journal Hybrid journal   * Containing 4 Open Access Open Access article(s) in this issue *
ISSN (Print) 0887-6045 - ISSN (Online) 2054-1651
Published by Emerald Homepage  [360 journals]
  • Mental conversion: a customer service strategy impacting shopping
           experiences

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      Authors: Yan Meng , Stephen J. Gould , Lei Song , Hua Chang , Shiva Vaziri
      Abstract: This study aims to provide a practical strategy for customer service and salesforce from the basis of behavioral economics. When customers thought they missed a discount but eventually could get the deal, they perceived that they had obtained more value. This research defines such a conversion effect between gain and loss accounts, demonstrates its impact in marketing settings and provides the salesforce a tactic to increase sales and quality of customer service to improve the consumer experience in the social customer journey. Three experiments were conducted in a behavioral lab and online setting. Participants were randomly assigned to 2 (gain vs loss) × 2 (converted vs simple) between-subjects designs in the first two experiments and 2 (gain vs loss) × 2 (converted vs simple) × 2 (high price vs low price) in the third experiment. Analysis of variance was conducted to analyze the data. Mediation and moderation analyses were also conducted to identify the mediator and moderator in the model. The conversion between gain and loss mental accounts exists, and the converted gains are more likely to lead consumers to make purchases with a once-lost discount than simple gains. This conversion effect is mediated by consumers’ implemental mindset activated by the conversion and moderated by price. This research shows that mental accounts of gains and losses can be dynamically converted to one another. It provides a managerial tactic for salesforces and customer service to lead consumers to make a purchase decision right away. This is especially important when they aim to enhance the consumer experience in the social customer journey.
      Citation: Journal of Services Marketing
      PubDate: 2022-05-10
      DOI: 10.1108/JSM-08-2021-0296
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Editorial: Opportunities in the new service marketplace

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      Authors: Rebekah Russell-Bennett , Mark S. Rosenbaum
      Abstract: This paper aims to identify the opportunities in the service marketplace that have arisen because of the changes brought about by the global pandemic (COVID-19). A conceptual methodological approach is used to analyze trends in the history of service research and discuss how articles presented in this issue help scholars and practitioners with planning for opportunities and confronting challenges in the new (post COVID-19) service marketplace. This special issue puts forth six viewpoints and seven research articles that outline opportunities in the new service marketplace from regional and global perspectives. Further, the research articles presented in this issue identify four opportunities for managers to consider when designing services in the new service marketplace; these are labeled as reassurance and fear reduction, rethinking physical space and supply chains for multichannel service delivery, the rise of local and community importance and resilience building to combat customer discourtesy. Managers can understand how the pandemic has profoundly and permanently impacted consumers’ perceptions and expectations for service delivery and processes. This work presents scholars with a historical overview of trends in service research. The challenges posed by the pandemic represent the beginning of a new era in service research thought and practice as many previously held theories and understandings of consumers’ marketplace behaviors have permanently changed because of behavioral changes that transpired during governmental mandated lockdowns.
      Citation: Journal of Services Marketing
      PubDate: 2022-05-03
      DOI: 10.1108/JSM-04-2022-0121
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Reducing deviant consumer behaviour with service robot guardians

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      Authors: Paula Dootson , Dominique A. Greer , Kate Letheren , Kate L. Daunt
      Abstract: The purpose of this research is to understand whether service robots can safeguard servicescapes from deviant consumer behaviour. Using routine activity theory, this research examines whether increasing the perceived humanness of service robots reduces customer intentions to commit deviant consumer behaviour and whether this negative relationship is mediated by perceived empathy and perceived risk of being caught. Five hundred and fifty-three US residents responded to a hypothetical scenario that manipulated the humanness of a service agent (from self-service technology, to robot, to human employee) across seven conditions and measured the likelihood of deviant consumer behaviour, empathy towards the service robot, perceived risk of being caught and punished and negative attitudes towards robots. The results indicate that replacing human service agents with different types of service robots does inadvertently reduce customer perceptions of capable guardianship (i.e. the human element that deters potential offenders from committing crimes) in the servicescape and creates conditions that allow customers to perpetrate more deviant consumer behaviour. When investing in technology such as service robots, service providers need to consider the unintended cost of customer misbehaviour (specifically deviant consumer behaviour) in their return-on-investment assessments to optimise their asset investment decisions. Moving beyond research on customer adoption and use, this research examines the unintended consequences that might arise when deploying service robots in a technology-infused service environment. Humanised service robots offer more guardianship than self-service technology but do not replace human employees in preventing deviant consumer behaviour, as they remain more capable of deterring customer misbehaviour.
      Citation: Journal of Services Marketing
      PubDate: 2022-04-28
      DOI: 10.1108/JSM-11-2021-0400
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Social entrepreneurs in service: motivations and types
         This is an Open Access Article Open Access Article

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      Authors: Peter Samuelsson , Lars Witell
      Abstract: This study aims to describe social entrepreneurs' motivation during the social entrepreneurship process and identify different social entrepreneurs in terms of their social characteristics. The descriptive research design uses a directed qualitative interpretative approach based on 17 cases of social entrepreneurs active in healthcare innovation hubs. The study describes the social entrepreneurs in a service context. Based on their key motivational characteristics, the study identifies three types of social entrepreneur: discoverers, seekers, and rangers. The study finds that not all of the three types regulate high levels of motivation during the social entrepreneurship process. Depending on the type of social entrepreneur, the social entrepreneurship process requires different forms of support. In practice, the traditional R&D process deployed by innovation hubs is suitable for rangers; discoverers and seekers commonly regulate low levels of motivation when developing and introducing their social innovations to the market. Most service research on social entrepreneurship focuses on the outcome; in contrast, this empirical study focuses on the individual entrepreneurs, their motivation and process. While previous research has treated motivation as an antecedent for engagement in the social mission of entrepreneurship, the present study investigates social entrepreneurs’ motivation in relation to the social entrepreneurship process, providing insights in the behavior of social entrepreneurs.
      Citation: Journal of Services Marketing
      PubDate: 2022-04-26
      DOI: 10.1108/JSM-08-2017-0274
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Investigating assortative mating processes inside Internet-dating-service
           settings

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      Authors: Aaron Schibik , David Strutton , Kenneth Thompson
      Abstract: The purpose of this study was to investigate assortative mating processes inside Internet-dating-service settings. Unattached consumers traditionally sought to satisfy their need for love through conventional search processes, including old-fashioned match-making. That was then, this is now; dozens of internet-mediated dating websites promising romantic-love-matches currently operate internationally. These dating services cultivate dating-exchanges by offering new-fashioned match-making processes. Despite these trends, theoretical and practical questions related to how and why dating services marketers might induce superior romantic exchanges between customers by managing assortative mating processes remain unanswered until now. A survey-based approach was used to test hypotheses. Pretests were conducted to develop reliable measures of assortative mating propensity. Seven subconstructs of assortative mating were identified by analyzing data from a representative sample. The measurement model was validated before hypotheses testing. The focal assortative mating construct was measured formatively; assortative mating subdimensions functioned as indicators. The model was tested by structural equation modeling. Assortative mating processes facilitated superior preference-selection outcomes for individuals seeking consumer-to-consumer romantic relationships inside internet-mediated service settings. Insights were generated about how and why assortative mating processes exercised positive effects on consumers’ attitudes toward online dating and about how dating services marketers might leverage assortative mating tendencies to benefit consumers. A novel concept was introduced to the services marketing literature, as were several theoretical implications. The study simultaneously measured consumers’ propensities to engage in assortative mating and captured the effects of various physical/behavioral consumer characteristics. This study develops new and practical insights about how dating service marketers could manage the effects of assortative mating processes.
      Citation: Journal of Services Marketing
      PubDate: 2022-04-26
      DOI: 10.1108/JSM-09-2021-0331
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Digital transformation for crisis preparedness: service employees’
           perspective

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      Authors: Wei Wei Cheryl Leo , Gaurangi Laud , Cindy Yunhsin Chou
      Abstract: Digital transformation (DT) has had a profound impact on how services are delivered, but its effects on service frontline employees in crisis have yet to be examined. Using conservation of resources theory, the purpose of this study is to empirically test the overall effects of DT within service organisations on service employees’ beliefs with respect to crisis preparedness, life satisfaction and customer orientation. It also examines the moderating effects of crisis-related anxiety and job experience on these relationships. This study’s hypotheses were tested quantitatively with an online survey of N = 592 frontline service employees working in hospitality and retail services organisation during the crisis of the COVID-19 pandemic. Structural equation modelling was used to analyse the data. A post-hoc study of customer-facing supervisors (N = 268) was conducted to validate the study findings and establish generalisability. DT predicts service employees’ beliefs regarding crisis preparedness. In turn, crisis preparedness increases life satisfaction and customer orientation. Moreover, crisis-related anxiety negatively moderates the relationship between DT and crisis preparedness. Post hoc analyses validate the results derived from service employees’ data. Surprisingly, there is no significant relationship between crisis preparedness and life satisfaction for supervisors/managers with low job experience. This study makes an empirical contribution to the service management literature by examining the impact of DT on service employees’ beliefs with respect to crisis preparedness that subsequently influences their life satisfaction and ability to remain customer oriented during a crisis. It highlights an important intersection between technology and service work in terms of a transformative impact of DT on service employee outcomes during crises.
      Citation: Journal of Services Marketing
      PubDate: 2022-04-25
      DOI: 10.1108/JSM-07-2021-0249
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Promoting social resilience in service communities: a molecular biology
           perspective

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      Authors: Elina Tang , Christopher Blocker
      Abstract: This research aims to examine pathways for providers to facilitate social resilience in service communities to promote collective well-being and engagement. Using abductive and metaphorical analysis, this study develops insights leveraging: the transdisciplinary field of molecular biology where 150 years of research demonstrates how cells build resilience through clustering together in a hostile environment; and case data collected with nonprofit service communities to help ground and elaborate upon the metaphorical analogues of cellular concepts. This analysis uncovers the emergent processes of communal protection, communal adaptation and communal training within customer-to-customer service interactions. Findings identify novel drivers, such as the sharing of vulnerability markers and pre-training for community stressors, as well as pathways through which social resilience within service communities promotes habitual and transformative value, as well as collective well-being. Service leaders can build upon the ideas in this research to understand the nature of social resilience and to intentionally design communal experiences and interactions that promote greater well-being and brand engagement. The recent COVID-19 pandemic, along with the UN Development Goal for building a more resilient society, highlights the acute needs for a deeper understanding of social resilience. However, resilience-related research in marketing primarily focuses on individual-level coping. This research provides a deeper understanding of the drivers and outcomes of social resilience in service communities and offers a catalyst for future research on the topic.
      Citation: Journal of Services Marketing
      PubDate: 2022-04-22
      DOI: 10.1108/JSM-09-2021-0367
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Viewpoint: applying pragmatism to stimulate service research and practice
           – a European perspective

         This is an Open Access Article Open Access Article

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      Authors: Kristina Heinonen , Tore Strandvik
      Abstract: The purpose of this paper is to apply pragmatism – a philosophy of science on the interplay of human actions and meaning – as a perspective for studying service research and practice, emphasizing the need to deal with dynamics and diversity to cope with service marketplace disruptions. This work focuses on customers (individuals or groups of individuals) as key marketplace stakeholders. Pragmatism provides a foundation for theorizing about change by connecting human actors’ cognitive belief structures and their actions through a continuous learning process. This paper outlines how the key principles of pragmatism can advance service research and practice. Adopting the key principles of pragmatism in service management directs attention to service market dynamics. Understanding customers’ everyday lives as the interplay of experiencing, knowing and acting reveals insights about the role of service in dynamic markets for the benefit of service research and practice. The paper is a viewpoint to stimulate researchers’ reflections on often hidden core assumptions about service. Pragmatism provides a perspective on actors’ practical rationality and problem solving in dynamic settings. Along with its emphasis on a holistic understanding of customers’ lives, this perspective provides direction for future service research and practice. Further, conceptual development and empirical substantiation are encouraged. By focusing on marketplace changes, this paper addresses management concerns for commercial and non-commercial organizations. Pragmatism encourages critical reflections on what companies are doing and why (the connection between actions and beliefs), revealing underlying beliefs and institutionalized industry practices that require modifications. Pragmatism is an approach to service research and practice, irrespective of aggregation level and sector. Therefore, it can help stimulate societal welfare. Pragmatism advances service research by delineating a holistic perspective on customers’ lives and providing a perspective for exploring and understanding dynamics and diversity in service markets.
      Citation: Journal of Services Marketing
      PubDate: 2022-04-19
      DOI: 10.1108/JSM-06-2021-0211
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Can both entrepreneurial and ethical leadership shape employees’ service
           innovative behavior'

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      Authors: Giang Hoang , Tuan Trong Luu , Tuan Du , Thuy Thu Nguyen
      Abstract: Employee’s service innovative behavior lays the groundwork for bottom-up innovation and ongoing service improvement in service firms. Therefore, it is vital for service organizations to understand the antecedents of employees service innovative behavior. Drawing upon the social cognitive theory, this study aims to develop a research model that examines the effects of ethical and entrepreneurial leadership on service innovative behavior. Data were collected from 178 managers and 415 employees working in 178 small- and medium-sized (SME) hotels in Vietnam. The findings showed that ethical leadership has direct and indirect effects on service innovative behavior, while entrepreneurial leadership only influences service innovative behavior via intrinsic motivation. In addition, trust in leader moderates the effect of intrinsic motivation on service innovative behavior The study advances current scholarly research on leadership by combining the two areas of entrepreneurial and ethical leadership into one theoretical model and examines how these leadership styles generate hospitality employees’ service innovative behavior through the mediating effect of intrinsic motivation and the moderating effect of trust in leader. The findings of this research offer significant implications for SME hotels and their managers. In their recruitment processes, hotels should search for particular personality traits, which have been found to predict ethical and entrepreneurial leadership. Hospitality firms also need to encourage communication between leaders and co-workers to enhance employees’ intrinsic motivation. There are calls for research to examine whether both entrepreneurial and ethical leadership styles can be integrated to enhance employees’ positive outcomes. Evidence about the mechanism linking entrepreneurial and ethical leadership to service innovative behavior is limited. With this stated, the current study makes significant contribution to leadership and innovation literature by filling in these voids.
      Citation: Journal of Services Marketing
      PubDate: 2022-04-15
      DOI: 10.1108/JSM-07-2021-0276
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • The impact of value co-creation in sustainable services: understanding
           generational differences

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      Authors: Mariia Bordian , Irene Gil-Saura , Maja Šerić
      Abstract: The service industry has been facing many challenges connected to sustainable practices and how they affect final consumers. This paper aims to explore the impact of value co-creation (VCC) on customer-based brand equity and satisfaction, the latter being considered in terms of overall and green customer satisfaction. Moreover, considering the influence that a consumer’s age has on their behaviour, this paper analyses the moderating role of generational cohorts (Centennials vs. Millennials) on the direct interactions between the examined variables. The empirical study was conducted in hotel companies, which place a strong emphasis on customer service and as such provide valuable implications for the industry. The data were collected from 263 hotel guests in Ukraine in 2018 using a structured closed-response face-to-face survey. Partial least squares structural equation modelling was used to test the hypothesised relationships. Multi-group analysis was conducted to examine the moderating role of the generational cohort. The results show that customer perception of VCC positively influences brand equity. The findings also indicate that brand equity mediates the relationship between VCC, overall customer satisfaction and green customer satisfaction. In addition, it is demonstrated that generational cohorts moderate the relationships between VCC and overall customer satisfaction. This study suggests that service companies should create more opportunities for VCC activities, not only to increase their customers’ participation in green practices but also to enhance brand equity and satisfaction to gain more competitive advantages. The contribution of this study lies in considering value co-creation as a novel driver of brand equity, overall customer satisfaction and green customer satisfaction through the lens of sustainability in service-based companies. Examining the moderating role of the generational cohort provides significant insights into the impact of value co-creation through different groups of customers.
      Citation: Journal of Services Marketing
      PubDate: 2022-04-12
      DOI: 10.1108/JSM-06-2021-0234
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • The effects of companies’ face mask usage on consumers’ reactions in
           the service marketplace

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      Authors: Marco Pichierri , Luca Petruzzellis
      Abstract: Face masks have been integrated into daily life and come to signify different meanings due to the fight against the COVID-19 pandemic. Drawing on social perception and attribution theories, this paper investigates the possible additional benefits of face mask use in the service marketplace by understanding how consumers react to the new social norm. Four experimental studies were run across different service contexts. Study 1 examines consumers’ evaluation of a service promotion when an employee wears a face mask; Study 2 focuses on the impact of face mask usage on salesperson credibility and service satisfaction; Studies 3 and 4 investigate the consequences of not using face masks on consumers’ intention to spread positive word-of-mouth for the service provider. The results revealed that the presence of a face mask in a service promotion determined a higher level of service liking, while in a service encounter, it led to a higher level of salesperson credibility, which then positively affected consumer satisfaction. Finally, the non-utilization of a face mask negatively affected consumer intention to spread positive word-of-mouth about the service provider, even when the social norm is to not wear one. The manuscript adds to research on salespeople appearance and tries to understand consumers’ reactions toward face mask use in the services sector, as, to the best of the authors’ knowledge, few empirical studies in the service marketing literature have investigated the topic so far. Findings also provide useful insights that can further promote companies’ adoption of face masks beyond the COVID-19 emergency.
      Citation: Journal of Services Marketing
      PubDate: 2022-04-08
      DOI: 10.1108/JSM-04-2021-0116
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Viewpoint: plotting a way forward for service research in and out of
           Africa

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      Authors: Christo Boshoff , Ogechi Adeola , Robert E. Hinson , Kristina Heinonen
      Abstract: This study aims to critically evaluate and reflect on the current state of service research in Africa. The purpose is to develop a roadmap to guide future service research in and out of Africa. This study is a conceptual reflection and in situ observation of service research and practice in Africa. This study delineates scholarly, policy and managerial pathways for further service research in the African context. Service research in Africa is often experience-based rather than concept-based, and such research is often conducted in close collaboration with the local business community. Theoretical development and empirical exploration through collaboration initiatives among institutions with mutual research interests are encouraged. This study is a theoretical analysis of service research in Africa. Further empirical exploration is needed to delineate service research priorities and methodological directions so as to balance local needs and global relevance. Africa represents fertile terrain for experience-based insights regarding financial behavior, ecosystem services and nation branding. Grassroots-level involvement in research represents a key component of managerial relevance. This study highlights the role of service research in and about Africa. The discussion demonstrates that the African Ubuntu values of community involvement and a collectivist orientation can expand the relevance of research from the academic business field to broader society. This study represents a unique perspective on service research in the African context. In doing so, this paper lays the groundwork for more meaningful participation on the part of African-based researchers in the global service research domain. Experience-based research projects focusing on the empirical starting point complement theory development and serve as useful anchors for theory implementation in practice.
      Citation: Journal of Services Marketing
      PubDate: 2022-04-08
      DOI: 10.1108/JSM-07-2021-0258
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Mobile payment adoption in Latin America

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      Authors: Ainsworth Anthony Bailey , Carolyn M. Bonifield , Alejandro Arias , Juliana Villegas
      Abstract: Service providers have a vested interest in enhancing adoption of technologies that improve the customer service experience. Buoyed by this idea, this paper aims to explore Latin American consumers’ mobile payment (MP) adoption, conceptualized as bank-sponsored mobile wallets that facilitate payment at the point-of-purchase. This paper applies a revised unified theory of acceptance and use of technology 2 (UTAUT2) model as theoretical framework for this exploration. To test the conceptual model of MP adoption in Latin America put forward in this paper, the authors used Colombia as a sample site and conducted two studies among a sample of consumers in this country. Completed questionnaires from 186 participants (Study 1) and 398 participants (Study 2) were used in data analyses, which were conducted using Mplus 8.4 and PROCESS. In Study 1, performance expectancy, social influence, bank trust, confidence in MP system and consumer innovativeness all impact consumers’ MP use intention; and use intention impacts MP behavior. In Study 2, involving a wider sample, performance expectancy, effort expectancy, facilitating conditions, perceived quality of the MP system, bank trust, consumer innovativeness, consumer optimism and consumer insecurity all affect MP use intention; and use intention significantly impacts MP behavior. Across both studies, follow-up analysis showed that effort expectancy influences performance expectancy for MP and indirectly influences MP use intention through its impact on performance expectancy. Bank trust also indirectly affects MP use intention through its effects on system confidence. In Study 2, age did not affect MP use intention or MP use; however, education affected MP use. The theoretical underpinning for the conceptual model was the UTAUT2, and the results across the two studies support previous research in which this revised model has been useful in explaining technology adoption. Core elements of the UTAUT2 such as performance expectancy, effort expectancy, facilitating conditions and social influence had different impact on MP adoption in Latin America, depending on the sample. Technology readiness index motivators and inhibitors also aid understanding of MP adoption. The research provides insights on the variables that members of the MP ecosystem in Latin America (e.g. banks and other service providers, card issuers) need to address in getting Latin American consumers to use MP. This research extends the exploration of MP to a region of the world that has not been the focus of prior studies on the adoption of this technology and responds to calls by some researchers to increase research in this region. The conceptual models in the two studies also incorporate trust in the banks that are part of the MP ecosystem in Latin America and consumer overall confidence in this MP ecosystem. The results show that both these factors are influential in Latin American consumers’ adoption of MP. System confidence also mediates the relationship between bank trust and MP use intention.
      Citation: Journal of Services Marketing
      PubDate: 2022-04-04
      DOI: 10.1108/JSM-04-2021-0130
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Understanding online retail brand equity: a cross-cultural perspective

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      Authors: Pablo Farías , Miguel Reyes , Jenny Peláez
      Abstract: This study aims to assess how department store websites can add online retail brand equity. A quick, relatively easy and low-cost diagnostic tool for stakeholders (e.g. retailers, investors) is presented. A content analysis of department store websites in the USA and Latin America was conducted. The findings show that Latin American and US department store websites exhibit acceptable use of online retail brand equity dimensions related to emotional connection and trust. In contrast, compared to their US counterparts, Latin American department store websites show weak usage on some of the dimensions of responsive service nature, online experience and fulfillment. The results also show that higher online retail brand equity is positively associated with average daily time on site. This indicates the usefulness of this index for developing effective websites to creating online retail brand equity. This study suggests that Latin American department stores should improve three dimensions of online retail brand equity: responsive service nature, online experience and fulfillment. The online retail brand equity index presented can serve as a diagnostic tool for department store managers to monitor the online retail brand equity they are building on their websites. It is also possible to analyze the websites of competing department stores and monitor the long-term impact of modifications made to their websites and those of competitors. This paper proposes an easy-to-apply index to assess online retail brand equity through website design partially. In addition, this research is the first to evaluate how Latin American department store websites, compared to those in the USA, are building online retail brand equity.
      Citation: Journal of Services Marketing
      PubDate: 2022-04-04
      DOI: 10.1108/JSM-07-2021-0259
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Online student engagement and place attachment to campus in the new
           service marketplace: an exploratory study

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      Authors: Yuying Huang , Jörg Finsterwalder , Ning (Chris) Chen , Fraser Robert Liam Crawford
      Abstract: The pandemic has accelerated the use of virtual learning spaces and led to rethinking post-pandemic course delivery. However, it remains unclear whether students’ online engagement in e-servicescapes can influence attachment to a place, i.e. a physical servicescape. This study conducted an exploratory study to inform place attachment and actor engagement literature in an online service context. Quantitative survey design was used and 98 usable responses were collected from undergraduate and postgraduate students at a major New Zealand university during the COVID-19 pandemic in 2020. The questionnaire consisted of 23 items relating to three dimensions of online student engagement and 19 items referring to six dimensions of campus attachment. Results of the exploratory study indicate that classmate community in online lectures, referring to student–student interactions, can positively influence five of the dimensions of campus attachment, including place identity, place dependence, affective attachment, social bonding and place memory, even though students are physically not on campus. However, it cannot influence place expectation. Moreover, instructor community (student–instructor interaction) and learning engagement (student–content interaction) in online lectures have insignificant impact on campus attachment. This study emphasises the social dimension when interacting in e-servicescapes. Person-based interactions are more influential than content-based interactions for student engagement. Educational service providers should integrate the e-servicescape and the physical servicescape by encouraging more student–student interactions to contribute to service ecosystem well-being at the micro, meso and macro levels. This study indicates that customer-to-customer interaction serves to integrate customer engagement across the digital and physical realms for process-based services like education.
      Citation: Journal of Services Marketing
      PubDate: 2022-03-29
      DOI: 10.1108/JSM-04-2021-0148
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Cause for pause in retail service: a respond, reimagine, recover framework

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      Authors: Nitha Palakshappa , Sarah Dodds , Sandy Bulmer
      Abstract: The COVID-19 pandemic has caused many consumers to pause and rethink the impacts of their consumption behavior. The purpose of this paper is to explore changes to consumers’ preferences and shopping behavior in retail using a sustainable consumption lens to understand the long-term effects of the pandemic on retail services. Semi-structured interviews were conducted with 30 participants to gain insights into shopping behaviors and preferences during the pandemic and to investigate changes in attitudes or behaviors toward sustainable consumption as a result of the pandemic. Data analysis involved an iterative inductive process and subsequent thematic analysis. The results reveal a strong move toward sustainable and conscious consumption with three key changes occurring as a result of the pandemic, including changes in consumers’ ethos, move to purpose-driven shopping and drive to buy local and support national. This paper reveals insights into consumer shopping behaviors and preferences that can potentially counter the collapse of “normal” marketplace activities in the face of the current global pandemic by providing a framework for how retail services can respond, reimagine and recover to move forward long term. This study uncovers the importance of services marketing in endorsing and promoting sustainable consumption by shaping subtle shifts in conscious consumption as a way to recover from a global pandemic and move to a “new” service marketplace.
      Citation: Journal of Services Marketing
      PubDate: 2022-03-24
      DOI: 10.1108/JSM-05-2021-0176
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Customer incivility and employee outcomes in the new service marketplace

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      Authors: Hansol Hwang , Won-Moo Hur , Yuhyung Shin , Youngjin Kim
      Abstract: Due to volatile changes and crises in the business environment, frontline service employees (FSEs) are faced with increasing work stressors in the new service marketplace. Of these, customer incivility has been found to negatively affect their work outcomes. This study aims to examine the moderating effect of experiencing an imminent environmental crisis (i.e. the COVID-19 pandemic) on the relationship between customer incivility, work engagement and job crafting, using pre- and postpandemic samples. The authors administered two-wave surveys to 276 FSEs (prepandemic sample) in July and October 2019 and to 301 FSEs (postpandemic sample) in March and April 2020. Moderation analyses showed that the relationship between customer incivility, work engagement and job crafting varied between FSEs who experienced the pandemic and those who did not; the relationship was stronger for the postpandemic than the prepandemic sample. There was a positive relationship between work engagement and job crafting; it was weaker for the postpandemic sample. The deleterious effect of customer incivility exacerbated after the onset of the COVID-19 pandemic; however, the authors did not explore why the pandemic aggravated the negative effect. The mechanism underlying the moderating effect of the pandemic and the effect of more diverse types of incivility should be explored in future research. It is critical to provide FSEs with instrumental and emotional support to cope with the crisis brought on by the pandemic. Service organizations must monitor customers’ uncivil behaviors to identify their causes and develop interventions to improve service quality. Furthermore, service organizations are advised to enhance the coping capabilities of FSEs by using diverse interventions, such as emotion regulation training, debriefing sessions, short breaks and job crafting. To the best of the authors’ knowledge, this study is the first to reveal the moderating effect of the pandemic on the relationships between customer incivility, work engagement and job crafting, using pre- and postpandemic samples. This study offers necessary insights to improve FSEs’ engagement at work and enhance their job crafting in the new service marketplace.
      Citation: Journal of Services Marketing
      PubDate: 2022-03-23
      DOI: 10.1108/JSM-04-2021-0117
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • “There is no place like my mall”: consumer reactions to the
           absence of mall experiences

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      Authors: Iris Vilnai-Yavetz , Shaked Gilboa , Vincent Mitchell
      Abstract: How can the situation of shoppers staying at home and being unable to experience malls prepare retailers for the new marketplace' The COVID-19 lockdown provides a unique opportunity to examine the value of mall experiences to shoppers. This study aims to suggest a new mall experiences loss (MEXLOSS) model for assessing the importance of mall experiences as the foundation of any future strategy for attracting shoppers back to the mall. A total of 498 British shoppers completed an online survey during the May 2020 COVID-19 pandemic lockdown. When the exchanges of resources manifested in mall experiences are absent, the perceived difficulty of substituting an experience increases shoppers’ longing for the experience, which in turn increases both willingness to pay and mall loyalty but decreases well-being. Using a conceptualization of four types of mall experiences, i.e. functional, seductive, recreational and social, the functional and recreational experiences are shown to be the most valuable. In the new more careful service marketplace, shoppers’ preferences are increasingly oriented toward health, safety, sustainability, collaboration and digitalization. To improve their resilience and attractiveness, malls need to adjust their layout, retail mix, digitalization, activities and connectivity according to these trends and to the characteristics of each mall experience. To the best of the authors’ knowledge, this study is the first to place a financial value on mall experiences and to use the absence of those experiences to assess their general and relative importance. The findings challenge previous assumptions about the superiority of online shopping and the decreasing attractiveness of malls.
      Citation: Journal of Services Marketing
      PubDate: 2022-03-23
      DOI: 10.1108/JSM-04-2021-0118
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Neurophysiological responses to robot–human interactions in retail
           stores

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      Authors: Gaia Rancati , Isabella Maggioni
      Abstract: Retailers are increasingly considering the introduction of service robots in their stores to support or even replace service staff. Service robots can execute service scripts during the service encounter that can influence customer interactions and the overall experience. While the role of service agents is well documented, more research is needed to understand customer responses to a technology-infused servicescape and to investigate the value of service robots as interaction partners. The purpose of this study is to examine the degree of customer immersion in human-human or human-robot interactions across different stages of the service experience and to understand how immersion affects store visit duration under each condition. An experimental field study was developed to test the research hypotheses. The study was conducted in a retail store selling premium Italian leather goods with 50 respondents randomly allocated to one of two experimental conditions, interaction with a service robot or interaction with a human sales associate. Participants’ biometrics were collected to measure their immersion in the service encounter and to assess its impact on store visit duration. The interaction with a service robot increases the level of customer immersion during the service encounter’s welcome and surprise moments. Immersion positively affects visit duration. However, participants exposed to a robot sales associate reported a shorter visit duration as compared to those who interacted with a human sales associate. This study contributes to the emerging service and retail marketing literature on service robot applications applying a neuroscientific approach to the study of human–robot interactions across different moments of the service encounter. For managers, this study shows the conditions under which service robots can be successfully implemented in retail stores in accordance with the type of task performed and the degree of immersion generated in customers.
      Citation: Journal of Services Marketing
      PubDate: 2022-03-17
      DOI: 10.1108/JSM-04-2021-0126
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Need for distinction moderates customer responses to preferential
           treatment

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      Authors: Vivian Pontes , Dominique A. Greer , Nicolas Pontes , Amanda Beatson
      Abstract: This paper aims to examine how individuals’ need for distinction moderates the effect of perceived harm to others as a result of preferential treatment on customers’ attitudes towards the service provider. Two experiments test the hypothesis that when a customer receives preferential treatment, the effect of perceived harm to others on the customer’s attitudes towards the service provider is moderated by their need for distinction and mediated by negative moral emotions, such that mediation occurs for customers with a lower (but not higher) need for distinction. When customers have a lower need for distinction, they scan the environment to seek information about others when judging their own experience. In contrast, customers with a higher need for distinction tend to disregard others’ opinions and feelings, focusing solely on the benefits they receive from the service provider and avoiding moral emotions. Our results show that customers with a higher need for distinction tend to evaluate the service provider more favourably than those with a lower need for distinction in scenarios where the benefit given to an advantage customer imposes a disadvantage on other customers. To the best of author’s knowledge, this research is the first to examine the interaction between perceived harm to others and one’s need for distinction as drivers of customers’ response to preferential treatment. The authors are the first to show that negative moral emotions may arise for customers with a lower need for distinction but not for those with a higher need for distinction.
      Citation: Journal of Services Marketing
      PubDate: 2022-03-16
      DOI: 10.1108/JSM-02-2021-0053
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Refugee awareness of a transformative intervention to increase blood
           donations

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      Authors: Michael Jay Polonsky , Ahmed Ferdous , Nichola Robertson , Sandra Jones , Andre Renzaho , Joanne Telenta
      Abstract: This study aims to test the efficacy of the awareness of a transformative health service communication intervention targeted to African refugees in Australia, designed to increase their intentions to participate in blood donation and reduce any identified barriers. Following the intervention launch, a survey was administered to African refugees. The data were analysed with structural equation modelling. Intervention awareness increases refugees’ blood donation knowledge and intentions. Although it has no direct effect on refugees’ medical mistrust or perceived discrimination, intervention awareness indirectly reduces medical mistrust. The findings, thus, suggest that the intervention was transformative: it directly and indirectly reduced barriers to refugee participation in blood donation services. Limitations include a relatively small sample size, single-country context and measures that address blood donation intentions versus behaviours. Addressing health service inequities through intervention awareness, via the mere exposure effect, can facilitate refugees’ health service participation and inclusion. This study contributes to transformative service research and responds to calls to improve individual and community well-being by testing a transformative intervention targeted towards vulnerable consumers. Not all targeted refugees donated blood, but being encouraged to participate in this health service within the host society can foster their greater inclusion.
      Citation: Journal of Services Marketing
      PubDate: 2022-03-14
      DOI: 10.1108/JSM-02-2021-0054
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Human enhancement technologies and the future of consumer well-being

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      Authors: Vitor Lima , Russell Belk
      Abstract: The purpose of this paper is to propose a conceptual framework that highlights transhumanism’s ideals of achieving superintelligence, super longevity and super well-being through human enhancement technologies (HET) and their relations with services marketing principles. Framed by the transformative service research (TSR), this conceptual work articulates the 7Ps of the marketing mix with four macro-factors that create tensions at both the marketplace and consumer levels. HET has potential for doing good but also tremendous bad; greater attention is needed from services marketing researchers especially in one proprietary research area: bioethics. The authors contribute to the growing work on TSR investigating how the interplay between service providers and consumers affects the well-being of both. Additionally, the authors call for novel interdisciplinary work in transhuman services research. To the best of the authors’ knowledge, this is one of the first papers in services marketing research to explore the promises and perils of transhumanism ideals and human enhancement technologies.
      Citation: Journal of Services Marketing
      PubDate: 2022-03-02
      DOI: 10.1108/JSM-09-2021-0363
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • In this together: the long-term effect of a collective crisis on the
           retail and service sector

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      Authors: Carla Ferraro , Sean Sands , Alexander Schnack , Jonathan Elms , Colin L. Campbell
      Abstract: This research explores anticipated long-term change in the retail and services marketplace, directly arising as a result of the Covid-19 pandemic. A series of 20 in-depth interviews were conducted with retail and service stakeholders (executives, suppliers and thought-leaders) from across Asia-Pacific (New Zealand and Australia), the United Kingdom, Europe and the United States. We identify six guiding principles for long-term change in the retail and services sector required to guide future business development and practice, including embedding new ways of working, rethinking the role and purpose of physical space, prioritizing digital elements, integrating employees in community, building agile supply and planning for future turbulence. The Covid-19 pandemic is different from prior disruptive experiences in that it was a sudden shock to business and was collectively experienced by firms, workers and consumers across the globe. This research provides a view of decision-makers’ sensemaking and anticipated changes impacting the future retail and services marketplace.
      Citation: Journal of Services Marketing
      PubDate: 2022-02-28
      DOI: 10.1108/JSM-04-2021-0144
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Viewpoint: shaping resilient service ecosystems in times of crises – a
           trans-Tasman perspective

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      Authors: Julia A. Fehrer , Liliana L. Bove
      Abstract: The purpose of this paper is to develop a holistic understanding for the shaping of resilient service ecosystems that considers tactics that act as stabilizing forces, and tactics that promote diversity and change and act as destabilizing forces – both central for service ecosystems to bounce forward in times of crises and beyond. This conceptual paper draws on theory on complex adaptive service ecosystems and work on organizational resilience and resilient systems. With a focus on Australia and New Zealand, stalwarts of the top three economies in Bloomberg’s COVID Resilience Ranking before the arrival of the Delta variant, this study illustrates how resilient service ecosystems can be shaped. This study explicates complexity related to navigating service ecosystems toward a new order in response to the pressures of major crises. It points to the importance of understanding both, how service ecosystems stabilize and change over time. It documents a portfolio of tactics that service organizations can use to influence resilience in the service ecosystems of which they are part. It further reflects on the potential downside of resilient service ecosystems, as they tilt toward rigid structures, failure to learn and an inability to transform or alternatively chaos. Service research has made progress in explicating how a service ecosystems perspective can inform crises management. This paper extends this work and explains how service ecosystems can be shaped to bounce not only back from the imposed pressures of a disruptive event but also forward toward a new order.
      Citation: Journal of Services Marketing
      PubDate: 2022-02-16
      DOI: 10.1108/JSM-06-2021-0216
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Viewpoint: cost-effective health care developments and research
           opportunities in China, India and Singapore

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      Authors: Jochen Wirtz , Chen Lin , Gopal Das
      Abstract: This study aims to show how major service developments in China, India and Singapore offer different perspectives on how cost-effective service excellence (CESE) can be achieved in health care. Resulting research opportunities are highlighted. The study is based on the authors’ in-depth experience in these three countries. Digital platforms and related technologies seem more advanced in China than in most western economies in terms of their application, user acceptance and market penetration. The resulting digital ecosystem enabled innovation that provides CESE in digital health care. Second, India benefitted from a large health care market without excessive regulation, litigation risks and interlocking stakeholders. These allowed a number of organizations to achieve CESE through new business models and frugal innovation. Likewise, Singapore is a global leader in health outcomes while it also has one of the lowest health care cost per capita. This is achieved through focus on costs and productivity, standardization and digitization while being intensely focused on health outcomes and the patient experience. The three countries stand out in the ways they achieved CESE in health care and offer interesting research opportunities. China has fully integrated digital platforms with rapid innovation capabilities, India has extremely high volumes that met focused service factory and frugal service innovation approaches, and Singapore is a tightly controlled health care market with high levels of discipline, both facilitated by its culture and small size. These markets invite research to explore their successes in more depth and deduct lessons for CESE in health care elsewhere. Together, the author team has decades of managerial, executive teaching and research experience related to service in Asia. The observations and reflections in this study originate from this unique perspective.
      Citation: Journal of Services Marketing
      PubDate: 2022-02-14
      DOI: 10.1108/JSM-07-2021-0242
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Investigating the role of customer forgiveness following a double
           deviation

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      Authors: Cheng-Yu Lin , En-Yi Chou
      Abstract: Despite double deviation being an acknowledged phenomenon in services marketing, less research has been devoted to the evaluation of the underlying relationships between cognitive appraisals, customer forgiveness and postrecovery actions following a double deviation. Therefore, this study aims to develop and empirically test a conceptual model to determine the role of customer forgiveness and its boundary conditions in double-deviation scenarios based on the stress and coping theory. This study aggregated 290 survey data by adopting the retrospective experience sampling method and examined the proposed model using structural equation modeling and bootstrapping analysis. The results confirm that customer forgiveness mediates the link between service recovery dissatisfaction and postrecovery customer complaints (i.e. online and third-party complaints). Additionally, attribution-based factors (i.e. stability and controllability attributions) positively moderated the service recovery dissatisfaction–customer forgiveness relationship. Finally, these findings exhibit that relationship-based factors (i.e. relationship duration and affective commitment) had negative moderating effects on the service recovery dissatisfaction–customer forgiveness link. Without ensuring customer forgiveness, customers who experience failure twice in a row may act more aggressively to damage service firms. Yet, knowledge of customer forgiveness in a double-deviation scenario is still lacking. The results make twofold contributions to the service recovery literature. First, this study emphasizes customer forgiveness as an integral coping response that has a mediating role in the relationship between service recovery dissatisfaction and postrecovery customer complaints. Second, this study shed insights into boundary conditions of customer forgiveness by identifying attribution- and relationship-based factors as moderators.
      Citation: Journal of Services Marketing
      PubDate: 2022-02-10
      DOI: 10.1108/JSM-04-2021-0112
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • The effects of employee behavior in sustainable service organizations

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      Authors: Isabel Kittyma Disse , Hürrem Becker-Özcamlica
      Abstract: Numerous service organizations involve employees in strengthening customer relationships. While the literature has emphasized the importance of a sustainable market orientation (SMO) for an organization’s image, it has not explored how employees’ behavior in sustainable service organizations influences the reputational effect. The purpose of this paper is to investigate the impact of SMO-aligned employee behavior on customer attitude and behavior, while considering different SMOs and the role of value-based brand choice. The authors conducted a 2 (SMO-aligned vs nonaligned) × 3 (social, environmental or economic SMOs) between-subject, scenario-based experiment with 313 participants to test the hypotheses. A moderated mediation analysis was also conducted. The results show that SMO-aligned employee behavior has a positive impact on customers’ trust in contrast with SMO-nonaligned behavior independent of the SMO. The relationship between employee behavior and customer word-of-mouth is mediated by trust. Furthermore, the effect on trust is moderated by value-based brand choice. This study contributes to employee behavior research by examining the impact of SMO-aligned employee behavior on customer outcomes in sustainable service organizations. Adding to previous research on employee behavior, it further considers the impact of value-based brand choice.
      Citation: Journal of Services Marketing
      PubDate: 2022-02-08
      DOI: 10.1108/JSM-05-2021-0156
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Stepping up, stepping out: the elderly customer long-term health-care
           experience

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      Authors: Cheng-Yu Lin , En-Yi Chou
      Abstract: Demand for long-term care services increases with population aging. This study aims to develop a conceptual model of elderly customers’ health-care experiences to explore the antecedents, mechanisms and outcomes of social participation in long-term care service organizations. Using a two-phase data collection approach, this study collects data from 238 elderly customers in a long-term care service organization. The final data are analyzed through structural equation modeling. The results show that care management efforts (i.e. customer education, perceived organization support, role modeling, perceived other customer support and diversity of activity) influence elderly customers’ psychological states (i.e. self-efficacy and sense of community), leading to increased social participation. In addition, high levels of social participation evoke positive service satisfaction and quality of life, both of which alleviate switching intention. This study is one of the first conclusive service studies focused on the role of elderly customers’ social participation in their long-term care experience. The findings contribute to health-care service marketing and transformative service research, and expand understanding of elderly customers’ health-care experience, especially in long-term care service settings.
      Citation: Journal of Services Marketing
      PubDate: 2022-02-08
      DOI: 10.1108/JSM-05-2021-0161
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • SafeCX: a framework for safe customer experience in omnichannel retailing

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      Authors: Syed Mahmudur Rahman , Jamie Carlson , Noman H. Chowdhury
      Abstract: The experience of safety as perceived by customers is a central issue in retailing, and its importance has increased because of the pandemic. Substantial literature exists addressing different factors related to safety/security experience in different types of retail channels. However, what is missing is a unified framework to guide safe customer experience initiatives across all channels. Therefore, this study aims to investigate the safety elements in omnichannel retailing as perceived by customers and how these safety elements affect customer experience (CX) judgments and consumer behavior in a post-pandemic context. A systematic literature review on safety/security studies in a retail context is conducted, followed by a qualitative study driven by a means-end-chain laddering technique collecting data from 62 retail customers in Australia, the USA and UK. Fourteen distinct safety elements in omnichannel retailing are identified. Four elements are relevant to the CX at the pre-purchase stage of the customer journey: social inclusiveness, role readiness, employment policy and safety policy enforcement. Six elements are relevant to the during-purchase stage: physical safety, personal hygiene, spatial distancing, fraud prevention, security surveillance and safety signal. The remaining four elements are relevant to the post-purchase stage: delivery safety, safety recall, mental health and data usage. This study presents a new unified framework addressing safety and security in post-pandemic retail service settings. The SafeCX framework offers researchers and managers a holistic understanding of the distinct safety elements that shape customers’ perceptions across each customer journey stage of the retail CX.
      Citation: Journal of Services Marketing
      PubDate: 2022-02-01
      DOI: 10.1108/JSM-04-2021-0114
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Understanding consumer perceptions and attitudes toward smart retail
           services

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      Authors: Chen-Yu Lin
      Abstract: This study aims to identify the antecedent factors influencing consumer attitudes and patronage intentions toward an intelligent unmanned convenience store (IUCVS) in Taiwan. The IUCVS is a new smart service that offers customers a novel shopping experience, given that it avoids queues and physical contacts with cashiers. However, studies discussing IUCVS remain scant owing to its brief history. This research develops a synergistic model combining original unified theory of acceptance and use of technology (UTAUT) constructs with perceived risk and value to test differences between unexperienced and experienced customers’ attitudes and patronage intentions toward IUCVSs. Data collected from 268 experienced and 156 unexperienced consumers were tested against the proposed research model using partial least squares (PLS) structural equation modeling and multi-group analysis (PLS-MGA). In line with expectations, three UTAUT variables (i.e. performance, effort expectancy and social influence) and perceived value significantly and positively influence consumer attitudes toward IUCVSs. This research confirms the significant and negative direct effect of perceived risk on consumers’ patronage intentions toward IUCVSs. Furthermore, the PLS-MGA results unveil that a significant difference exist in the effects of perceived convenience value on attitudes toward IUCVS between consumers who had experience of using self-service machines and those who have not. This research successfully fills the research gap by offering a synergistic model for evaluating consumers’ attitudes and patronage intentions toward a new smart service. Several important theoretical and practical implications are provided to help retail managers develop service strategies.
      Citation: Journal of Services Marketing
      PubDate: 2022-01-14
      DOI: 10.1108/JSM-09-2020-0407
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • How gun control policies influence consumers’ service business
           evaluations

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      Authors: Frank Gregory Cabano , Amin Attari , Elizabeth A. Minton
      Abstract: Given the growing prevalence of gun control policies in service settings, this study aims to investigate how the adoption of a gun control policy by a service business influences consumers’ evaluations of the service business. Three experiments were conducted to examine how the adoption of a gun control policy by a service business influences consumers’ brand favorability of that service business and how value congruence (i.e. the alignment between a consumer’s own personal values and perceptions of the brand’s values) is the underlying mechanism. This study documents several major findings. First, the authors find that the adoption of a gun control policy by a service business increases consumers’ brand favorability. Second, the authors highlight a boundary condition to this effect, such that a gun control policy actually decreases consumers’ brand favorability for people high (vs low) in support for gun rights. Third, the authors show that value congruence is the psychological process underlying these effects. Fourth, the authors generalize the focal effects to a real-world brand and demonstrate that the adoption of a gun control policy increases brand favorability for consumers low (vs high) in patronage behavior of the brand. Finally, the authors find that a pioneer brand strategy in the adoption of a gun control policy significantly increases brand favorability, whereas a follower brand strategy in the adoption of such a policy is less effective. To the best of the authors’ knowledge, this research is the first to provide critical insight to service businesses as to how their position regarding guns influences consumers’ evaluations of the service business.
      Citation: Journal of Services Marketing
      PubDate: 2022-01-10
      DOI: 10.1108/JSM-05-2021-0186
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • How do actors coordinate for value creation' A signaling and screening
           perspective on resource integration

         This is an Open Access Article Open Access Article

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      Authors: Sebastian Dehling , Bo Edvardsson , Bård Tronvoll
      Abstract: Although service research typically asserts that institutions coordinate actors’ value creation processes, institutions and resources are not necessarily transparent, aligned, or pre-existing. This paper aims to develop a more granular perspective on how actors coordinate for value. Drawing on the established concepts of signaling and screening theory, this paper adopts a service marketing perspective to explore how independent heterogeneous actors coordinate for value creation at the individual level. Illustrative cases of corporate startup collaborations are presented in support of the proposed conceptual framework. Actors share and acquire information through signaling and screening activities in a coordinative dialogue with other actors. These resource integration activities (for resource creation and matching) affect actors’ valuations and future actions. The one-sided explanations of coordination in the existing literature reflect the dominance of the institutional theory. By contrast, the proposed agency-oriented perspective based on the integration of signaling and screening functions offers a more granular conceptualization of the resource integration process. As well as capturing how actors use coordinating dialogue to match resources and institutions, this account also shows that matching is a core element of resource integration rather than an antecedent. The findings indicate paths for future research that focus on the actor.
      Citation: Journal of Services Marketing
      PubDate: 2022-03-23
      DOI: 10.1108/JSM-02-2020-0068
      Issue No: Vol. 36 , No. 9 (2022)
       
  • Customer ecosystems: exploring how ecosystem actors shape customer
           experience

         This is an Open Access Article Open Access Article

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      Authors: Michaela Lipkin , Kristina Heinonen
      Abstract: This study aims to characterize how ecosystem actors shape customer experience (CX). The study also proposes implications for managers and research regarding the customer ecosystem, its actors and actor constellations in the context of CXs. A qualitative study is conducted among activity tracker users to identify how actors within their ecosystems shape CXs. Data include 28 in-depth interviews and ten self-reported diaries. This study delineates six actor categories in the customer ecosystem shaping CX within and beyond the service. The number of actors and their importance to the focal customer in various actor constellations form individual-, brand- and socially driven ecosystems. These customer ecosystem types show how actors combine to drive CXs. Researchers should shift their attention to experiences emerging in the customer’s lifeworld. A customer ecosystem highlights the customer-centered actor configuration emergent within the customer’s lifeworld. It is self-constructed based on the customer’s reference point. Managers should aim to locate, monitor and join the customer’s lifeworld to gain more insight into how CXs emerge in the customer ecosystem based on customer logic. Customers are not isolated actors simply experiencing service; rather, they construct idiosyncratic actor constellations that include various providers, social groups and peers. This paper extends the theory on CXs by illustrating how the various actors and actor constellations forming the customer ecosystem shape CXs.
      Citation: Journal of Services Marketing
      PubDate: 2022-03-18
      DOI: 10.1108/JSM-03-2021-0080
      Issue No: Vol. 36 , No. 9 (2022)
       
  • Mapping of themes: a retrospective overview using bibliometric analysis

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      Authors: Naveen Donthu, Satish Kumar, Chatura Ranaweera, Debidutta Pattnaik, Anders Gustafsson
      Abstract: Journal of services marketing (JSM) is a leading journal that has published cutting-edge research in services marketing over the past 34 years. The main objective of this paper is to provide a retrospective of the thematic structure of papers published in JSM over its publication history. This study uses bibliometric methods to present a retrospective overview of JSM themes between 1987 and 2019. Using keywords co-occurrence analysis, this paper unveils the thematic structure of JSM’s most prolific themes. Bibliographic coupling analysis uncovers the research trends of the journal. Leading authors, leading institutions, authors’ affiliated countries and critically, the dominant themes of JSM are identified. As its founding, JSM has published approximately 40 papers each year, with 2019 being its most productive year. On average, lead JSM authors to collaborate with 1.30 others. Keywords co-occurrence analysis identifies nine prominent thematic clusters, namely, “marketing to service”, “quality, satisfaction and delivery systems”, “service industries”, “relationship marketing”, “service failure, complaining and recovery”, “service dominant logic”, “technology, innovation and design”, “wellbeing” and “service encounters”. Bibliographic coupling analysis groups JSM papers into four clusters, namely, “brand & customer engagement behaviour”, “service co-creation”, “service encounters & service recovery” and “social networking”. This study is the first to analyse the thematic structure of JSM themes over its history. The themes are analysed across time periods and then compared to dominant themes identified in contemporary service research agendas. Recommendations are made based on the gaps found. This retrospective review will be useful to numerous key stakeholders including the editorial board and both existing and aspiring JSM contributors. The selection of literature is confined to Scopus. JSM’s retrospection is likely to attract readership to the journal. The study’s recommendations regarding which areas have matured and which are still ripe for future contributions will offer useful guidelines for all stakeholders.
      Citation: Journal of Services Marketing
      PubDate: 2021-05-28
      DOI: 10.1108/JSM-04-2020-0122
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2021)
       
  • Value co-creation in services for animal companions

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      Authors: Jennifer Hendricks , Gertrud Schmitz
      Abstract: As other actors in the service ecosystem often have a pivotal role in value creation for actors experiencing vulnerability, this paper aims to explore caregiving customer value co-creation in services for animal companions. Study 1 follows a two-step procedure, using two different qualitative approaches (interviews and observations) to identify caregiving customer value co-creation activities. Study 2 serves to empirically test a higher-order structure of caregiving customer participation behaviour in value co-creation and test for differences regarding customer and service characteristics (questionnaire survey; n = 680). The results reveal the existence of various value co-creation activities towards the service provider (e.g. cooperation under consideration of the animal companion’s needs) and animal companion (e.g. emotional support). Significant differences in individual caregiving customers’ activities were found regarding gender, age, type of service and animal companion. Caregiving customer value co-creation is influenced by emotional attachment and has a positive effect on value outcomes for both the caregiving customer and the animal companion. This study extends and enriches customer value co-creation literature by providing innovative findings on various such caregiving activities and value outcomes in services for (non-human) actors experiencing vulnerability. It also adds knowledge by showing differences in customer value co-creation behaviour regarding specific customer and service characteristics.
      Citation: Journal of Services Marketing
      PubDate: 2021-12-27
      DOI: 10.1108/JSM-12-2020-0530
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Addressing customer misbehavior contagion in access-based services

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      Authors: Himanshu Shekhar Srivastava , K.R. Jayasimha , K. Sivakumar
      Abstract: Access-based services (ABSs) provide short-term access to goods, physical facilities, space or labor in exchange for access fees without transferring legal ownership (e.g. bike-sharing). This study aims to investigate what service providers can do to minimize financial losses when customers misbehave with the service providers’ assets in ABSs. The study also examines the effects of product misuse on subsequent customers and what factors may mitigate it. The study uses a scenario-based experiment to test the conceptual model. Injunctive norms reduce the mediating effect of descriptive norms on misbehavior contagion. As generally accepted and approved (injunctive) norms become salient, they override the impact of prevailing (descriptive) norms, thereby breaking the vicious cycle of misbehavior contagion. Customer-company identification (CCI) and reduced interpersonal anonymity mitigate the effects of previous misbehavior on misbehavior contagion. ABS firms should strive to mitigate the financial and reputational losses they suffer from customer misbehavior. Such mitigation would be a win-win for the ABS firm (reduced misbehavior) and the customers (improved user experience). The research complements prior research highlighting the role of social norms in misbehavior contagion. The study demonstrates the role of boundary conditions by investigating the interactive effects of descriptive and injunctive norms. In addition, it shows the positive impact of CCI and reduced interpersonal anonymity on containing misbehavior contagion.
      Citation: Journal of Services Marketing
      PubDate: 2021-12-21
      DOI: 10.1108/JSM-04-2021-0121
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Viewpoint: the need to evolve to a service logic mindset in Latin America

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      Authors: Javier Reynoso
      Abstract: The purpose of this viewpoint is to discuss the need to evolve from a service marketing approach to a service logic mindset throughout the organization in Latin America. In doing so, it addresses a void in the service literature due to the lack of attention on its uniqueness in this region. To confirm the predominant approach of studying service and the need for a paradigm shift in service organizations, two independent journal article searches during 1989–2020 were conducted. The purpose was to learn where Latin American service researchers are focusing their research efforts and to discuss how the meaning of service applies to this region. Forty-eight journal articles were analyzed and six distinctive groups were identified where service researchers are focusing their work on Latin America. Service has been studied mainly from the marketing perspective; with limited original research published in indexed journals; focused on making product-oriented promises, increasingly enabled by technology. The need for developing a service logic mindset throughout the organization has begun to be emphasized rather recently in the field. The variety of meanings of service and the complex context represent challenges for this enterprise. Future research is needed to work on a more comprehensive conceptualization of service at higher levels of analysis. Further context studies are required to enrich knowledge on service in Latin America. Service researchers and organizations should work on these two challenges to continue moving from the marketing perspective of service to a service logic mindset throughout the organization. The paper points out the relevance of conducting further service research in Latin America, arguing that service has been studied mainly from the marketing perspective, and claiming the need to move to a service logic mindset. This viewpoint opens a discussion in the service research community toward a paradigm shift that, although inspired in Latin America, may not be necessarily limited to this region.
      Citation: Journal of Services Marketing
      PubDate: 2021-12-13
      DOI: 10.1108/JSM-03-2020-0097
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • The impact of “capitalization” social support services on
           student-athlete well-being

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      Authors: David Fleischman , Popi Sotiriadou , Rory Mulcahy , Bridie Kean , Rubiana Lopes Cury
      Abstract: This paper aims to investigate capitalization support, an alternative perspective for theorizing social support in-service settings. In the service setting of the student-athlete experience, the relationships between capitalization support service dimensions (i.e. the academic, athletic, self-development and place dimensions), well-being and sports performance are examined through a transformative sport service research (TSSR) lens, a newly introduced form of transformative service research (TSR). Data from an online survey of Australian student-athletes (n = 867) is examined using partial least squares structural equation modeling. The results support the theorized service dimensions of capitalization support, indicating their validity and relevance to the student-athlete experience. Further, the results demonstrate that all capitalization support dimensions except athletic support (i.e. academic support, place support and self-development support), have a direct effect on well-being and an indirect effect on sports performance. This research is unique for several reasons. First, it introduces a new perspective, capitalization support, to theorizing about social support in services. Second, it is one of the first studies in both TSR and TSSR to empirically test and demonstrate a relationship between support services, well-being and performance in a single study. Insight into how to design services to optimize well-being in relation to other service objectives like performance thus emerges.
      Citation: Journal of Services Marketing
      PubDate: 2021-11-30
      DOI: 10.1108/JSM-12-2020-0520
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • The role of reciprocity and reputation in service relationships with arts
           organisations

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      Authors: Giulio Toscani , Gerard Prendergast
      Abstract: In an arts organisation context, this paper aims to further the understanding of service relationships by developing a framework explaining how sponsored arts organisations could better manage their relationships with sponsors to facilitate mutual benefit and relationship persistence. Grounded theory methodology was applied to sponsorship of arts organisations through interviews with the managers of arts organisations worldwide who had been involved in seeking and managing sponsorship relationships. Reciprocity was found to be the key factor in successful sponsorship relationships, but emotional reference to reputation was also important. Together they link uncertainty in the complex sponsorship environment with an arts organisation’s artistic ambitions. This study extends the understanding of service relationships by shedding light on the sponsorship relationship from the sponsored organisation’s point of view and in particular highlighting the role of reciprocity in managing the relationship with their sponsor. Understanding the moderating roles of reciprocity and reputation in sponsorship relationships helps to explain key facets of such relationships which can partially negate sponsor benefits and threaten a sponsorship’s continuation.
      Citation: Journal of Services Marketing
      PubDate: 2021-11-25
      DOI: 10.1108/JSM-10-2020-0436
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Improving service brand personality with augmented reality marketing

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      Authors: Daria Plotkina , John Dinsmore , Margot Racat
      Abstract: Augmented reality (AR) apps offer a great opportunity for brands to provide better service to customers by creating augmented customer service. However, not every AR app is equally effective in improving customer experience. Investigation of underlying processes and brand-related outcomes of AR marketing remains scarce and it is unclear how different types of AR apps influence brand perceptions, such as brand personality. This paper aims to fill in this knowledge gap and provide practical insights on how different AR apps can improve service brand personality. Using an experimental plan, the authors investigate how attitudes towards AR apps contribute to customer perceptions of brand personality (i.e. excitement, sincerity, competence and sophistication) according to two different variables, namely, the location of the AR app (location-specific vs non-location-specific) and its orientation (augmenting the product, brand or store experience). The authors also examine the effect of expected customer experience with the AR app (i.e. playfulness and pleasure) and customer technological innovativeness and shopping orientation as predictors of attitudes towards the AR app. The findings show that non-location-specific and product-oriented AR apps (i.e. virtual try-on apps) receive more positive evaluations and lead consumers to perceive the brand as more exciting, sincere, competent and sophisticated. Moreover, the playfulness and pleasure experienced with the AR app determine consumers’ attitudes towards the app. Additionally, AR apps improve brand personality perceptions amongst more innovative and adventure-focussed shoppers. The authors show that brand announcements on high-technology, customer-oriented service offerings are an effective branding tool. Thus, AR apps perceived as pleasant and playful can signal and improve brand personality.
      Citation: Journal of Services Marketing
      PubDate: 2021-11-01
      DOI: 10.1108/JSM-12-2020-0519
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Viewpoint: internet revolution lessons applied to post-pandemic service
           delivery (a North American perspective)

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      Authors: Matthew L. Meuter
      Abstract: This study aims to propose research directions for service providers to most effectively navigate through (and beyond) the post-pandemic service delivery challenges from a North American perspective. This paper is based on the personal reflections of an academic researcher who has focused on the intersection of technology in services marketing for nearly 25 years. The paper takes the position that much of what was learned through the internet revolution (early 2000s) can help us to understand the process of evolving into a post-pandemic environment. Both situations completely altered the way services are typically produced and consumed, and academic researchers can (and should) play a role by addressing these important business issues. Two major themes from early Self-Service Technology (SST) research include consumer adoption of new technologies and the consumer experience with SSTs. Pandemic requirements for service providers forced a very similar adaptation as experienced during the internet revolution with SSTs, thus our pandemic experiences can be viewed through a similar lens. This paper urges service researchers and business professionals alike to consider the potential improvements in service delivery from the adjustments to the COVID-19 pandemic and, as appropriate, incorporate those into service provision in the future. Just as firms who were best able to adapt to the internet revolution dynamics were most successful, those that are able to adjust most quickly in the post-pandemic environment are likely to be the most successful. The insights provided here are intended to stimulate research and continued exploration of the post-pandemic service environment.
      Citation: Journal of Services Marketing
      PubDate: 2021-10-25
      DOI: 10.1108/JSM-05-2021-0183
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Viewpoint: a transformative view for small service firms in the new Latin
           American service marketplace

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      Authors: Constanza Bianchi
      Abstract: This paper aims to propose a framework of transformative strategies across the different levels of the service ecosystem for the recovery, well-being and inclusion of Latin American small service firms in the new service marketplace. The viewpoint presents an overview of the transformative strategies that can be developed by ecosystem actors for Latin American small service firms in the new marketplace, due to the pandemic crisis. The data are based on personal research and secondary industry reports. The pandemic crisis has had an unpresented effect on the service industry in Latin America, particularly on small service firms, which are largely informal. This viewpoint provides themes for timely and actionable transformative strategies for the service industry ecosystem in this region and proposes research avenues for service scholars. This viewpoint provides implications and ideas for future research on transformative actions for a new services marketplace in Latin America. This viewpoint the first to propose transformative ecosystem strategies for recovery, well-being and inclusion of small service firms in the new service marketplace in Latin America.
      Citation: Journal of Services Marketing
      PubDate: 2021-10-25
      DOI: 10.1108/JSM-06-2021-0192
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Gift card types and willingness to spend more

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      Authors: SangGon (Edward) Lim , Chihyung “Michael” Ok
      Abstract: This study aims to provide a better understanding of how gift card receivers react to the types of gift cards. This study examined the effect of gift card types (intangible experiences vs less intangible experience vs tangible goods) on a recipient’s willingness to spend more through emotions and perceived effort (Study 1) and on feeling of appreciation (Study 2). Study 1 adopted a scenario-based 2 (tangible vs intangible) × 3 ($100 vs $200 vs $300) between-subjects design. Study 2 narrowed the scope of gift card type (intangible vs less intangible). Receivers tended to perceive less effort in gift card selection and feel less emotion when receiving gift cards for intangible experiences than when receiving gift cards for both tangible and less intangible products. However, as face value increased, gift card receivers for intangible experiences felt more pleasure and, in turn, rated higher willingness to spend more money than face value than those with gift cards for tangible products. Future studies can rule out alternative explanations related to brand-related effects, previous experiences and personal preferences. Service providers should put more effort into tangibilizing the intangibles to reduce receivers’ uncertainty. Also, they can increase their profitability by stimulating gift card receivers’ willingness to spend more money through pleasure. Answering research calls for examining consumers’ perceptions of different gift card types, this study might be the first to unveil the differential effect of gift card types associated with the tangibility of products on purchase behavior and the underlying emotional mechanism.
      Citation: Journal of Services Marketing
      PubDate: 2021-10-10
      DOI: 10.1108/JSM-10-2020-0422
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Relational cohesion between users and smart voice assistants

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      Authors: Blanca Hernández-Ortega , Joaquin Aldas-Manzano , Ivani Ferreira
      Abstract: This study aims to examine users’ affective relationships with smart voice assistants (SVAs) and aims to analyze how these relationships explain user engagement behaviors toward the brands of SVAs. Drawing on relational cohesion theory, it proposes that cohesion between users and SVAs influences brand engagement behaviors, that is, continuing purchasing other products of the brand, providing knowledge to the brand and referring the brand. Data from a survey of 717 US regular SVA users confirm the validity of the measurement scales and provide the input for the covariance-based structural equation modeling. The results demonstrate that frequent user-SVA interactions evoke positive emotions, which encourage cohesive relationships. Pleasured-satisfaction and interest emerge as strong emotions. Moreover, relational cohesion between users and SVAs promotes engagement with the brand of the assistant. This paper applies an interpersonal approach in a context that, to date, has been examined from a predominantly technological perspective. It shows that users develop positive emotions toward smart technologies through their interactions, and establishes the importance of building affective relationships. To the best of the authors’ knowledge, this is the first study to analyze cohesion between users and smart technologies and to examine the effect of this cohesion on user engagement with the brand.
      Citation: Journal of Services Marketing
      PubDate: 2021-09-27
      DOI: 10.1108/JSM-07-2020-0286
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Professionals’ interpersonal communications style: does it matter in
           building client psychological comfort'

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      Authors: Rawi Roongruangsee , Paul Patterson , Liem Viet Ngo
      Abstract: The inherent characteristics of professional services (i.e. high in credence properties, customized and featuring information asymmetry) often cause difficulties for clients to confidently evaluate technical outcomes before, during or even after service delivery. This results in considerable client psychological discomfort. This study aims to blend a revised social interaction model and uncertainty reduction theory to investigate the role that service provider’s interpersonal communication style plays in establishing client psychological comfort and satisfaction in a health-care context. The study draws on cross-sectional data collected from 355 hospital patients following visiting a physician plus an experimental design in an Eastern culture (Thailand). The study reveals three key findings. First, an affiliative communication style is positively associated with psychological comfort, but not so a dominant communications style. When both styles are presented, the high-affiliative style overshadows the low-dominant style and creates the highest psychological comfort. Second, clients’ perceptions of professional’s affiliative and dominant styles influence psychological comfort differentially under varying conditions of clients’ cognitive social capital, collectivist value-orientation but not service criticality. Third, a competing model suggests psychological comfort acts as a partial mediator between affiliative communication style and satisfaction. To generalize the findings, further studies might be conducted in other professional services and in individualist Western cultures. The findings have important managerial implications for the appropriate use of communication style to build psychological comfort and engage clients of professional services firms. The findings shed light on the important role of an everyday social function – interpersonal communications and how this impacts client psychological comfort and satisfaction. This is one of the few studies in a services context that examines the impact of professionals’ communications style. Moreover, it examines the impact of cultural value-orientation, cognitive social capital, service criticality in moderating the communications style – client psychological comfort relationship.
      Citation: Journal of Services Marketing
      PubDate: 2021-09-24
      DOI: 10.1108/JSM-09-2020-0382
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Consumer responses to environmental corporate social responsibility and
           luxury

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      Authors: Marie Schill , Delphine Godefroit-Winkel
      Abstract: Drawing on the stimulus–organism–response (S-O-R) framework, this study presents an original model examining the influence of environmental corporate social responsibility (CSR), luxury and service quality dimensions on consumer emotions that in turn influence consumer attitudes towards the shopping mall. Structural equation modeling is applied to data from a sample of 706 French consumers to test the hypotheses. The results highlight the importance of environmental CSR, luxury and service quality dimensions as stimuli influencing positively consumer emotions, which in turn positively influence consumer attitudes. This study extends prior work in the field of services marketing and the S-O-R framework while considering environmental CSR, luxury and service quality dimensions as relevant stimuli. It further contributes to the literature of the shopping mall while examining relevant and unexplored antecedents to consumer emotions. This paper provides tailored recommendations for shopping mall managers. It details how managers can use environmental CSR and luxury dimensions besides service quality as relevant stimuli in their positioning strategies to enhance consumer emotions and attitudes. This study provides novel insights into shopping mall dimensions, i.e. environmental CSR, luxury and service quality, influencing consumer responses.
      Citation: Journal of Services Marketing
      PubDate: 2021-09-23
      DOI: 10.1108/JSM-11-2020-0472
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Consumers’ decision-making self-efficacy for service purchases:
           construct conceptualization and scale

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      Authors: Dena Hale , Ramendra Thakur , John Riggs , Suzanne Altobello
      Abstract: The purpose of this study is to develop and validate a scale to determine the consumer’s level of decision-making self-efficacy for a high-involved service purchase, specifically the purchase of medical insurance. One question to ask is how service providers can help consumers purchase the services that best meet their needs' Before interventions can occur, it is necessary to benchmark consumers’ perceptions of their own decision-making control and abilities. A scale that measures consumers’ service decision-making self-efficacy was developed using the principles established for scale development validation. A four-study approach was used to reach the research objective. The research consisted of four studies designed to: generate items to measure consumer service decision-making self-efficacy (CSDMSE); purify the scale and assess its dimensionality (second-order structure); establish the reliability and validity of the scale; and establish norms to provide details on its usefulness for aiding consumers with service purchases. The scale was found to be a higher-order construct, comprising three lower-order constructs. Research suggests that consumer self-efficacy may affect their decision-making. The greater the consumer’s self-efficacy for decision-making tasks, the more efficient the decision-making process strategies are expected to be. This is the purpose for which the CSDMSE scale measure was created: to understand how, where and when service professionals can assist consumers with making appropriate service-related decisions and purchases.
      Citation: Journal of Services Marketing
      PubDate: 2021-09-22
      DOI: 10.1108/JSM-12-2020-0505
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • An imitation game – supervisors’ influence on customer
           sweethearting

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      Authors: Elias Ertz , Laura Becker , Marion Büttgen , Ernest Emeka Izogo
      Abstract: Customer sweethearting is a common illicit behavior of frontline employees in service firms. This paper aims to examine the impact of supportive–disloyal leadership behavior on customer sweethearting at different levels of leader–member exchange (LMX) quality. Drawing on imitation theory and need-to-belong theory, the paper builds a conceptual model and empirically tests it using data from a survey-based study and a complementary experiment. The authors find that employees’ customer sweethearting is affected by their supervisors’ supportive–disloyal behavior (employee sweethearting) through two divergent paths: employees imitate the sweethearting behavior of their supervisors; and employee sweethearting triggers employees’ feelings of belongingness to their organization, which reduces their customer sweethearting behavior. The findings suggest that service firms can mitigate customer sweethearting by raising awareness that supervisors act as negative role models to subordinates and fostering high-quality LMX relationships, which give employees a sense of belonging to the supervisor and the organization. By taking supervisors’ supportive–disloyal leadership behavior as an ambivalent driver of customer sweethearting into account, this paper provides further insight into the occurrence of customer sweethearting, particularly its underlying contrasting psychological mechanisms.
      Citation: Journal of Services Marketing
      PubDate: 2021-09-10
      DOI: 10.1108/JSM-08-2020-0369
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Customer responses to service failures on social media

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      Authors: Kaan Varnali , Caner Cesmeci
      Abstract: As customers increasingly adopt social media as the primary channel to reach out to companies, voicing is becoming a public act. Adopting a social psychological perspective, this study aims to focus on the social dynamics that drive consumer voice on social media. The research uses three studies. First, a list of metaperceptions about voicing behavior is compiled using the critical incident technique, and then the hypothesized effects are tested with two scenario-based experiments. Metaperceptions mediate the relationship between social anxiety and the intention to voice on social media. Self-construal moderates the effect of metaperceptions, such that in the presence of a negative metaperception, the reluctance to post a direct complaint is attenuated under independent self-construal. Independent self-construal attenuates the positive effect of positive metaperception. An experimental comparison between social media and consumer review sites reveals that metaperceptions are only prevalent in social media and when the complainer construes him or herself as interdependent. Since lodging a direct complaint to a service provider has been mainly conceived as a private behavior, the role of social dynamics in the context of voicing remains under-researched. Aiming to fill this gap, the present research empirically examines how the presence of a perceived audience affects voicing behavior.
      Citation: Journal of Services Marketing
      PubDate: 2021-09-10
      DOI: 10.1108/JSM-11-2020-0484
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Accommodating ethnic minority consumers during service encounters: the
           fine line

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      Authors: Sarah Mady , John B. Ford , Tarek Mady
      Abstract: This paper aims to examine the effect of intercultural accommodation efforts on service quality perceptions among ethnic minority consumers. Specifically, the paper postulates that during an intercultural service encounter, the impact of the service provider’s language and ethnicity on the consumer’s service quality perceptions is moderated by the level of service involvement, consumer acculturation and perceived discrimination, which, in turn, influence purchase intent. A 2 × 2 between-subjects experimental design with an online nationwide consumer panel of Hispanic consumers was conducted where 377 participants were randomly assigned to a series of service encounter scenarios in the banking service context to manipulate accommodation efforts (yes vs no) and the level of involvement with the service (high vs low). When such language and ethnicity accommodations were offered, highly acculturated minority consumers regarded the service encounter less favorably than low acculturated minority consumers. Moreover, during low-involvement service encounters, intercultural accommodations positively impacted consumer’s service quality perceptions compared to situations involving high-involvement services. Also, minority consumers with perceptions of past discrimination had less favorable evaluations of the service quality than when such perceptions were nonexistent when intercultural accommodation efforts were made by the service provider. The findings add to the sparse literature that examines the effectiveness of intercultural accommodation and focuses on the combined use of service provider’s language and ethnicity as a means to enhance service quality. The study delivers cautions for service firms not to generalize the receptivity of intercultural accommodation efforts. Given the increasingly sizable segments of minority customers, this study offers insights for service providers to develop suitable recruitment strategies and training programs when devising effective ethnic targeting strategies. This research is among the first to explain why the effect of target marketing is not homogenous by expanding the research on intercultural accommodations toward a new context considering service involvement levels among varied minority consumer groups.
      Citation: Journal of Services Marketing
      PubDate: 2021-09-08
      DOI: 10.1108/JSM-12-2020-0541
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Transformation of the hospitality services marketing structure: a chaos
           theory perspective

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      Authors: Levent Altinay , Hasan Evrim Arici
      Abstract: Drawing on chaos theory as an overarching approach, as well as guidelines from effectuation and transformative learning theories, this study aims to evaluate the changing marketing channels in the hospitality industry in the wake of the COVID-19 pandemic. It also aims to develop a conceptual framework that demonstrates the transformation of the marketing structure; in particular, the transformation of hospitality organizations, employees and customers. The study uses the hermeneutic method and conceptually evaluates the existing actors of the services marketing structure. It also discusses how to transform this structure into the new normal in the wake of the COVID-19 pandemic. The findings of the study demonstrated that COVID-19 has resulted in changing marketing channels in the hospitality industry. These include external, internal, interactive and substitutional marketing channels. In response to these changes, the hospitality industry needs to adopt a more transformative marketing structure that requires the transformation of hospitality companies, employees and customers. The conceptualized transformation of the services marketing structure could help hospitality practitioners, employees and customers to understand the new normal and acquire new abilities, meanings, awareness and learning accordingly. This study uses chaos, effectuation and transformative learning theories to reconceptualize the hospitality services marketing structure. The contribution of this paper lies in the conceptual pathways it suggests for transforming hospitality firms, employees and customers and for demonstrating their transformed roles and positions in the wake of the pandemic.
      Citation: Journal of Services Marketing
      PubDate: 2021-09-06
      DOI: 10.1108/JSM-01-2021-0017
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Videogames-as-a-service: converting freemium- to paying-users through
           pop-up advertisement value

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      Authors: Ali Hussain , Amir Zaib Abbasi , Linda D. Hollebeek , Carsten D. Schultz , Ding Hooi Ting , Bradley Wilson
      Abstract: Though the videogame literature is thriving, little remains known regarding the effectiveness of pop-up ads that appear in videogames. Addressing this gap, this study, therefore, aims to explore pop-up ads as an important tool to prompt gamer-perceived advertisement value and their subsequent intent to install the advertised videogame. To frame the analyses, the authors adopt and extend Ducoffe’s advertising value model by incorporating the visual/audio aesthetic videogame components that are largely overlooked in prior research. Using a self-administered survey, data were collected from 321 online gamers. The authors tested the model by using partial-least-squares-based structural equation modeling (PLS-SEM). The results indicate that pop-up ad-related incentives, entertainment, credibility, personalization, audio aesthetics and irritation significantly affect user-perceived ad value. In turn, perceived ad value was found to affect players’ intent to install the advertised videogame. Though the findings corroborate the importance of pop-up ads being perceived as informative and/or entertaining, they also emphasize the value of personalized ads, ad-related incentives and audio aesthetic, which impact gamers’ intent to install the advertised videogame. This study advances managerial understanding of videogame-based services, which is expected to be particularly useful for freemium-based videogame marketers and developers. By extending Ducoffe’s model of advertising value, the authors apply the proposed framework in the online videogaming-based pop-up ad context, and explore the effect of user-perceived pop-up ad value on their intent to install the advertised videogame.
      Citation: Journal of Services Marketing
      PubDate: 2021-08-26
      DOI: 10.1108/JSM-05-2020-0164
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Necessary evil: a strategy to manage dysfunctional customer behavior

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      Authors: Yu-Shan (Sandy) Huang , Xiang Fang , Ruping Liu
      Abstract: The purpose of this paper is to investigate how and when used by employees influences witnessing customers’ willingness to spread positive word of mouth (WOM). This research used a qualitative method to develop a typology of necessary evil using two pilot studies and an experimental study to test the theoretical model. The results show that the necessary evil used by employees to manage dysfunctional customers positively influences witnessing customers’ perceptions of distributive, procedural and interactional justice and their subsequent deontic justice perceptions, resulting in their willingness to spread positive WOM. Moreover, the positive influence of necessary evil on witnessing customers’ responses is strengthened when dysfunctional customer behavior (DCB) targets another customer as opposed to an employee. This research offers service providers a better understanding of how to manage DCBs. This paper contributes to the existing literature by introducing necessary evil to the service literature, proposing a new typology of employee response strategies to DCB based on necessary evil and examining how necessary evil drives positive customer responses. Additionally, it is among the first to examine the relationship between deontic justice and traditional justice mechanisms.
      Citation: Journal of Services Marketing
      PubDate: 2021-08-04
      DOI: 10.1108/JSM-07-2020-0317
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Consumers’ perceptions of food ethics in luxury dining

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      Authors: Wided Batat
      Abstract: This paper aims to draw on the sociocultural dimensions of food luxury consumption as a new theoretical foundation to explore the consumers’ perceptions of ethical food production and consumption practices within luxury gastronomic restaurants. The authors conducted a contextualized, qualitative exploration of French luxury dining settings among 35 consumers with different profiles, food cultural backgrounds and gastronomic knowledge. Drawing on Thompson’s analysis framework, the authors captured the narratives beyond the stories told by participants that describe their perceptions and the meanings they assign to ethical food practices in Michelin-starred restaurants. The results illustrate how consumers with different profiles perceive ethical food practices within luxury restaurants. The authors identified three segments: novice, advanced and confirmed according to participants’ acquaintance with luxury gastronomy codes and values. These three profiles served as a framework to examine consumers’ perceptions of ethical food forms – environmental sustainability, food well-being and cultural heritage – within the luxury dining setting. The study revealed no one dominant form of ethical food practices as emphasized in prior studies. Rather, there are multiple forms, including functional, hedonic and symbolic values, related to the degree of familiarity and knowledge of consumers in terms of their luxury gastronomic experiences. The findings show that the perception of ethical food practices within luxury restaurants can encompass additional dimensions such as food well-being and cultural preservation and transmission. This information can enrich the restaurant sustainability literature that principally focuses on health, community and the ecological aspects of food ethics in restaurants. Although this study suggests numerous new insights, there are limitations related to focusing on the French food culture. However, these limitations can help us develop other opportunities for future research. The findings of this study provide luxury professionals and marketers with key insights into effective strategies to integrate sustainable practices while enhancing the luxury experience. The findings show that to encourage luxury businesses and restaurants to promote sustainable practices, it is necessary to enhance the functional, social, emotional and cultural dimensions of the perceived benefits of offering sustainable luxury experiences and reducing the constraints related to sustainability. With its focus on the luxury dining settings underpinning the ethical food practices from the perspective of consumers, this research offers novel insights for researchers and luxury professionals interested in ethical and sustainable business practices. This research suggests a new way to study sustainability and ethical food production and consumption practices in luxury dining settings – namely, as multiple, culturally embedded perceptions related to three main profiles of luxury gastronomy consumers: novice, advanced and confirmed.
      Citation: Journal of Services Marketing
      PubDate: 2021-07-31
      DOI: 10.1108/JSM-01-2021-0010
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Signaling authenticity for frontlineservice employees

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      Authors: A. Lynn Matthews , Meike Eilert
      Abstract: Authenticity is a complex character that is valued in service contexts. Frontline service employees (FSEs), as both brand representatives and individuals who interact with clients, can signal their authenticity to customers. The purpose of this study is to investigate how FSEs signal their authenticity to customers. The authors investigate authenticity signal themes and develop a typology of how FSEs use these signals in the workplace. This research uses a multi-method approach: qualitative data were collected through in-depth interviews with FSE and customers and quantitative data were collected in a follow-up survey using a sample of financial planners. Findings from both studies show that FSE can use signals reflecting the display of client-centricity, positive emotions, transparency and disclosure of personal information. A latent profile analysis reveals three authenticity signal profiles, differing in the extent to which FSE uses each of these signals. This study identifies how FSEs can shape perceptions of authenticity in a service context, thus expanding theory by integrating both personal and brand authenticity perspectives. The findings further demonstrate that authenticity can be signaled on multiple dimensions, reflecting the complex nature of this construct. The findings from this research can guide managers in developing workplace policies that enable FSEs to display authenticity in various ways to customers. Managers can further use the insights from this research to identify needs for FSE training and development. The authors create novel insights into how FSEs signal authenticity to customers given their dual roles as individuals and brand representatives. This study offers nuanced insights into different types of signals and their application in a service context.
      Citation: Journal of Services Marketing
      PubDate: 2021-07-29
      DOI: 10.1108/JSM-12-2020-0486
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • The role of customer experience in the perceived value–word-of-mouth
           relationship

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      Authors: Volker G. Kuppelwieser , Philipp Klaus , Aikaterini Manthiou , Linda D. Hollebeek
      Abstract: The customer experience (CX), as revealed in the literature-based debate, has been variously viewed as either a driver or an outcome of customer-perceived value (CPV). However, the association of CPV, CX and word-of-mouth (WoM) behavior remains nebulous to date, thereby generating an important research gap. In response and to bridge this gap, this study aims to explore CX’s role in the CPV–WoM behavior relationship, the role of WoM behavior arising from CX and whether CX acts as a core mediator (vs a moderator) in the association of CPV and subsequent consumer-behavior outcomes. By conducting two studies spanning a broad range of services, this paper explores the relationship between CPV, CX, and WoM behavior through structural equation modeling. The findings are that CX plays a crucial role in the CPV–WoM relationship, thereby confirming the existence of a direct link between CPV (social/hedonic/utilitarian value), CX and WoM. The results also highlight CX’s mediating role in the relationship between social and utilitarian (but not hedonic) values. Moreover, the results reveal that the EXQ scale, measuring CX, comprises distinct experiences perceived by high and low CX-based customer segments, respectively. CPV (utilitarian, hedonic, social) not only affects consumers’ behavioral intentions but also, more importantly, their WoM behavior. Therefore, managers need to consider all three values. Moreover, managers should shift their focus from social value perceptions to CX. The results suggest that managers need to devote additional resources to the development of a suitable CX, which will help mitigate consumers’ online and/or offline brand-related WoM. This study indicates the context in which managers must emphasize the construct that produces positive outcomes. By identifying a direct relationship between CPV, CX and the ensuing consumer-behavior outcomes, the study offers important theoretical insight into CX’s nomological network.
      Citation: Journal of Services Marketing
      PubDate: 2021-07-28
      DOI: 10.1108/JSM-11-2020-0447
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Journal of Services Marketing

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