Subjects -> BUSINESS AND ECONOMICS (Total: 3541 journals)
    - ACCOUNTING (132 journals)
    - BANKING AND FINANCE (306 journals)
    - BUSINESS AND ECONOMICS (1229 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 (106 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: 6)
Australasian Marketing Journal (AMJ)     Hybrid Journal   (Followers: 4)
BMC Health Services Research     Open Access   (Followers: 26)
Capital Markets Law Journal     Hybrid Journal   (Followers: 4)
Cleaner Environmental Systems     Open Access  
Cleaner Production Letters     Hybrid Journal  
Cleaner Waste Systems     Open Access   (Followers: 10)
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: 27)
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: 12)
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: 20)
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: 9)
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: 17)
International Journal of Service Industry Management     Hybrid Journal   (Followers: 2)
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: 6)
International Journal of Supply Chain and Operations Resilience     Hybrid Journal   (Followers: 2)
International Journal of Supply Chain Management     Open Access   (Followers: 14)
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: 50)
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: 7)
Journal of Emerging Knowledge on Emerging Markets     Open Access  
Journal of Entrepreneurial Finance     Open Access   (Followers: 1)
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: 3)
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: 53)
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: 73)
Journal of Nonprofit & Public Sector Marketing     Hybrid Journal   (Followers: 5)
Journal of Operations and Supply Chain Management     Open Access   (Followers: 5)
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: 9)
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: 26)
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: 36)
Psychological Services     Full-text available via subscription   (Followers: 4)
Psychology & Marketing     Hybrid Journal   (Followers: 11)
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: 6)
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   (Followers: 1)
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]
  • Editorial: The Triple-A framework for serving humanity with service
           research

    • Free pre-print version: Loading...

      Authors: Sertan Kabadayi , Rodoula H. Tsiotsou
      Abstract: This paper aims to propose a conceptual framework for service research and introduces the first ServCollab special issue on the topic “Broadening and reinvigorating the service discipline to reduce human suffering and improve well-being.” Building on previous knowledge and personal reflections, the authors developed the “Triple-A framework for serving humanity with service research,” which identifies three crucial features of conducting ethical service research: authentic, advancing and applicable. In terms of the research scope, the Triple-A framework proposes that service research should be authentic in its approach, topics of investigation, research questions and theories/frameworks used. Service scholars should close current research gaps using theories, methods, a team of investigators and data that advance service research. Moreover, service research should be applicable by positively impacting society/planet earth, policymakers, organizations and people. Finally, ethical standards should be met in the application of all three features of service research. Practical guidelines are provided to service researchers for conducting research useful for theory development and practical application. The proposed framework pushes service research to be original, insightful, imaginative, responsible and relevant by seeking to improve individual and society’s well-being. The authors propose a novel perspective, the “Triple-A framework for serving humanity with service research,” to guide service scholars in conducting state-of-the-art and methodologically rigorous research.
      Citation: Journal of Services Marketing
      PubDate: 2022-08-05
      DOI: 10.1108/JSM-07-2022-0234
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • A voice for the silent: uncovering service exclusion practices

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      Authors: Sylvia C. Ng , Hui Yin Chuah , Melati Nungsari
      Abstract: This paper aims to provide an in-depth conceptualization of service exclusion by drawing on our exploratory research as well as thick and rich insights from the authors’ qualitative data. Qualitative research was used to explore service exclusion practices against customers experiencing vulnerabilities. A total of 28 semi-structured in-depth interviews were conducted with refugees residing within Malaysia. The Gioia methodology was used for the authors’ data analysis and the findings were validated by an independent moderator. The authors’ empirical findings challenge how service exclusion is currently understood, by adding substantial depth and complexity beyond simply describing “the lack of access to services”. The authors also offer rich empirical findings describing 29 forms of exclusion, which were further reduced to seven types of service exclusion practices: discrimination, restriction, cost barriers, language and technology barriers, poor servicing, non-accountability and non-inclusivity. This study conceptualizes service exclusion from a process perspective, that is, “how” customers experiencing vulnerabilities are being excluded, rather than “what” is excluded.
      Citation: Journal of Services Marketing
      PubDate: 2022-08-01
      DOI: 10.1108/JSM-10-2021-0368
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • From service to social innovation with a service-dominant logic approach

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      Authors: Andrés Barrios , Sonia Camacho , Catalina Estrada-Mejia
      Abstract: This paper aims to explore the intersection between service and social innovation, using a service-dominant logic (SDL) ecosystem approach to analyze how service innovations cocreate transformative value for individuals and communities. A case study, with different data sources, is used to understand different innovations in a program that provides financial training to women in poverty in Colombia. In the program’s service ecosystem, actors worked in tandem to develop dialogical service innovations. These service innovations transformed into social innovations, cocreating transformative value at different levels of the service ecosystem, including beneficiaries, families and communities. First, this study illustrates how, during service value cocreation experiences, a dialogical innovation path occurs with the simultaneous participation of different service entities. Second, it uses transformative value cocreation to integrate service and social innovations conceptually. Third, it reveals how service innovation cocreates transformative value at different levels of the service ecosystem. Fourth, it shows how technology in its material and immaterial forms, working as an operand and operant role, respectively, facilitates service innovations. This study illustrates how a wider service focus including all actors involved, in addition to a holistic view of beneficiaries, can prompt service and social innovations. Service and social innovations have been seen as parallel fields. This study uses SDL to integrate these types of innovation processes and outcomes by applying the concept of transformative value.
      Citation: Journal of Services Marketing
      PubDate: 2022-07-27
      DOI: 10.1108/JSM-08-2021-0295
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • A transformative and social marketing ecosystem investigation into drug
           use among young adults

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      Authors: Aimee Riedel , Amanda Beatson , Rory Mulcahy , Byron Keating
      Abstract: The purpose of this study is to examine the underresearched transformative service research (TSR) and social marketing segment of young adults who use drugs and identify motivators that have been studied in previous literature, using a service ecosystem lens and provide direction for future research into this area. This research provides the evidence-based knowledge for transformative service and social marketing practitioners to design transformative services that target these motivators. This systematic review, guided by the preferred reporting items for systematic reviews and meta-analysis framework, examines and analyses 207 articles published between 2015 and 2020. This study identified that young adults are motivated to take drugs to enhance one’s experience, to cope, for social reasons, because of individual characteristics and for other reasons. Research has largely focused on microsystem and mesosystem motivators with data collected mainly using a microsystem approach. This paper contributes to the TSR and social marketing literature by providing a holistic investigation into all motivators relevant to young adult drug use. An ecosystem classification and theoretical framework of the motivators is curated to help guide future TSR and social marketing research and interventions.
      Citation: Journal of Services Marketing
      PubDate: 2022-07-26
      DOI: 10.1108/JSM-12-2021-0462
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Service inclusion for tourists with disabilities: scale development and
           validation

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      Authors: Maheen Iqbal Awan , Amjad Shamim , Muhammad Shoaib Saleem , Shahbaz Shabbir Gill
      Abstract: The purpose of this study is to develop a scale for measuring service inclusion for tourists with disabilities in tourism and hospitality services. Transformative service research serves as the basis for the conceptualization and dimensionality. To develop and purify the items as well as develop dimensions, standard scale development procedures were applied. Two studies were undertaken. In Study 1, the factorial structure of the service inclusion was constructed and confirmed using exploratory and confirmatory factor analysis. In Study 2, the field study was conducted to validate the scale. The study developed a new scale for measuring service inclusion. The results show that service inclusion is a higher-order construct with four dimensions, namely, enabling opportunity, offering choice, relieving suffering and fostering happiness. Furthermore, service inclusion has a significant effect on tourists’ well-being perception, which results in more favorable behavioral responses. The newly constructed scale is declared as valid and reliable by the study that examined it for nomological validity by examining the relationship between service inclusion and tourists’ perceptions of their well-being. To the best of the authors’ knowledge, this study is the first to develop measurement scale for service inclusion in the tourism and hospitality industry. The scale is proven as reliable and valid and is well suitable for measuring service inclusion for tourists with physical disabilities. It has potential to use for other relevant service contexts.
      Citation: Journal of Services Marketing
      PubDate: 2022-07-21
      DOI: 10.1108/JSM-09-2021-0364
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Customer service co-creation literacy for better service value: evidence
           from the health-care sector

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      Authors: Tram-Anh Ngoc Pham , Hau Nguyen Le , Dung Tien Nguyen , Thuy Ngoc Pham
      Abstract: Understanding customers’ expertise for better service co-creation is of great importance. To be an effective co-creator, customers need to have much more knowledge than a basic literacy, which is appropriate for passive service consumption. This paper aims to propose the concept of customer service co-creation literacy (SCL) to capture not only the basic expertise but also the expertise for active service co-creation. This study then investigates how SCL can be cultivated and how it facilitates customer co-creation behavior, which subsequently leads to enhanced value. A conceptual model was developed and tested in the health-care service context using a sample of 310 patients. CB-SEM/AMOS software package was used for data analysis. SCL has different impacts on three components of co-creation behavior, which in turn influence the service value differently. SCL not only solely facilitates co-creation behavior but also directly increases customer value. SCL can be cultivated by social support and frontline employee interaction. The findings offer managerial and societal implications for cognitive interventions to develop customers’ SCL, which is aligned to customers’ needed literacy for co-creation and well-being. The newly proposed concept of SCL is shown to be more appropriate in research adopting the service-dominant logic. Its importance as one type of customer operant resource for value co-creation is underscored. Findings also uncover how other actors indirectly contribute to customers’ value co-creation via developing their SCL resources.
      Citation: Journal of Services Marketing
      PubDate: 2022-07-15
      DOI: 10.1108/JSM-09-2021-0323
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Commentary – The ServCollab Perspective on Elevating Human
           Experience

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      Authors: Raymond P. Fisk
      Abstract: This commentary describes ServCollab’s perspective on Elevating Human Experience and urges researchers to join in collaborating on research to reduce suffering and improve human well-being. This commentary is based on ServCollab’s pioneering approach to building a serving humanity logic and growing service research capacity to work on the hardest service systems problems humanity faces. ServCollab’s ongoing efforts to Elevate the Human Experience are described. First, ServCollab seeks to develop a serving humanity logic. Second, ServCollab seeks to coalesce divergent perspectives on service. Third, ServCollab seeks to build a serving humanity movement capable of addressing complex service systems problems. Practical ideas are offered for serving humanity through collaboration. Because human life depends on service systems, this ServCollab commentary has broad application to all human experience. This commentary offers a unique approach to building collaborative service research projects capable of addressing service inclusion, service language and climate change.
      Citation: Journal of Services Marketing
      PubDate: 2022-07-14
      DOI: 10.1108/JSM-05-2022-0161
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Collaborative space: framework for collaborative consumption and the
           sharing economy

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      Authors: Payam Akbar , Stefan Hoffmann
      Abstract: The purpose of this paper is to develop and introduce the new concept of the collaborative space. Building on an extensive overview of past research and footing on extant conceptual work, the paper chooses an explicating conceptualization approach. The paper presents the collaborative space, which features the three bipolar dimensions, namely, the type of consumption (access vs reownership), source of resource (company-owned vs consumer-owned) and the type of compensation (with vs without monetary fee). These dimensions open up multiple areas of the collaborative space, including the pseudo sharing economy, sharing ecology, redistribution markets and redistribution communities. The paper shows blind spots in the literature as well as the need to consider the consumption context to outline directions for future research. For managers, this paper develops a foundation for entering, exploring and exploiting the collaborative space along the stages acquisition, distribution, consumption and compensation. Collaborative consumption is associated with community-building, resource saving and sustainability. The conceptualization of the collaborative spaces provides different options to enable more sustainable consumption and raise social exchange between consumers. So far, an overarching framework that reveals similarities and differences of business models that are associated with collaborative consumption and the sharing economy is missing. This paper develops this framework, which is labelled the collaborative space.
      Citation: Journal of Services Marketing
      PubDate: 2022-07-07
      DOI: 10.1108/JSM-03-2021-0078
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • A transformative service research perspective on caste-based
           discrimination in microcredit lending in India

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      Authors: Kanika Meshram , Rohan Venkatraman
      Abstract: This research aims to address the transformative service research (TSR) agenda by examining the issue of caste-based financial exclusion in microcredit lending services in India. To do so, it draws on statistical discrimination theory from labour economics to develop and test a multi-level prosocial service orientation framework. Survey data come from 238 loan officers and 250 lower caste loan applicants across 43 microfinance institutions (MFIs) in India. The data are analysed using hierarchical linear modelling, a method appropriate for investigating micro- and macro-level organisational variables. At the micro level, the service orientation factors of social dominance orientation and algorithmic-driven lending decisions affect financial exclusion of lower caste bottom-of-the-pyramid (BoP) vendors. At the macro level, the service orientation mechanism of inclusive service climate reduces caste-based financial exclusion, while the level of lending risk to reduce discrimination receives no support. Research in other contexts is warranted to confirm the prosocial service orientation model. Methodological challenges at the BoP also present avenues for insightful work. The study shows the importance of an inclusive service climate and reassessment of algorithmic-driven lending decisions to eliminate caste-based indicators in lending decisions. It also recommends policy reform of caste-based affirmative action at the macro- and micro-levels of lending decisions. This research extends the TSR agenda to include caste-based discrimination in prosocial services. It takes a multidisciplinary perspective on services research by incorporating statistical discrimination theory from labour economics to extend understanding of service orientation.
      Citation: Journal of Services Marketing
      PubDate: 2022-06-29
      DOI: 10.1108/JSM-09-2021-0362
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Improving service interactions through inclusive language for
           Sindh’s Sheedis

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      Authors: Ameer Ali , Maya Khemlani David , Abdul Razaque Channa
      Abstract: This research aims to explore how racist language in service interactions in the health and education sectors affects service consumers belonging to the Sheedi community in Pakistan’s Sindh province. This research questions the use of racist language and proposes the use of inclusive language in service sectors to reduce the discrimination the Sheedi community faces because of such racist language. This empirical study takes place in the health and education sectors in Sindh province. Using a qualitative and narrative approach, this study categorizes Sheedi service consumers’ personal experiences to gain deep and holistic insights into the racist language used in service interactions and proposes the use of inclusive language. Findings demonstrate how some non-Sheedis used racist language against the Sheedi service consumers in the health and education sectors, and how such racist language was influenced by class consciousness and gender bias. Inclusive language, which emphasizes professional lexicon, culturally appropriate terminology, gender-neutral vocabulary and other socially acceptable terms, was proposed to be used in the service interactions with Sheedi service consumers. This study makes a conceptual contribution to existing literature on the use of language in service interactions and documents how the Sheedi community is treated in Pakistan’s Sindh province. This research can help researchers expand research in contexts where the use of racist language hinders progress, while the use of inclusive language can lead to sustainable development of service sectors.
      Citation: Journal of Services Marketing
      PubDate: 2022-06-29
      DOI: 10.1108/JSM-09-2021-0365
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Editorial: Research priorities in the new service marketplace

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      Authors: Mark Scott Rosenbaum , Rebekah Russell-Bennett , Germán Contreras-Ramírez
      Abstract: This editorial aims to identify new research priorities in the service marketplace that are emerging because of consumer and organizational trends in the shadow of the global pandemic. A conceptual approach is used that draws on observations from practitioners to synthesize changes in consumer values, motivations and behaviors as they pertain to service consumption, design and delivery. This editorial draws on current trends and recent service research to discuss the current state of the marketplace and to uncover areas in which research voids exist. This editorial offers ten research priorities for service researchers. These research priorities are supply chain and staffing shortages; sustainable services, older consumers embrace digital technologies; digital financial services; consumer pursuit of personal and spiritual awareness; participating in virtual communities, networks and worlds; affinity for peer-to-peer commerce; transformative places; seeking self-love services, and social distance concerns. Academicians are provided with a series of research priorities that are interesting, timely and relevant for the new service marketplace. Service academicians are encouraged to pursue empirical and descriptive investigations in-line with the priorities developed in this editorial. These research priorities are relevant, timely and interesting. 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 due to behavioral changes that transpired during governmental mandated lockdowns.
      Citation: Journal of Services Marketing
      PubDate: 2022-06-28
      DOI: 10.1108/JSM-06-2022-0190
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Linking self-congruence and functional congruence to mobile health apps

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      Authors: Philipp M. Mähner , Adnan Zogaj , Dieter K. Tscheulin
      Abstract: Consumers often start using mobile health apps but quit using them after a brief period of time. However, app providers can only ensure their long-term existence in the market if their app is used a long period, so that they can thus generate long-term revenue from advertising, subscriptions and sponsorships. Therefore, this study aims to gain a deeper understanding of the determinants of consumers’ continuous usage intention. Based on a sample of 274 current mobile health app users, this study tests whether ideal self-congruence and/or functional congruence strengthens consumers’ continuous usage intention. The results reveal that ideal self-congruence and functional congruence positively affect consumers’ continuous usage intention. Furthermore, an initial favorable attitude toward a mobile health app (i.e. ideal self-congruence) leads to a more favorable evaluation of the functional attributes of the app regardless of consumers’ objective evaluation of these attributes. Providers should specifically take consumers’ ideal self-concept into consideration to increase consumers’ continuous usage intention of mobile health apps. Matching consumers’ ideal self-concept further leads consumers to a more favorable evaluation of the functional attributes of mobile health apps. Only a few studies have examined factors influencing the continuous usage intention of mobile health apps; moreover, these studies have largely neglected the symbolic dimension of consumption behavior. Therefore, this study introduces congruence theory into the context of mobile health apps to provide a holistic view of the influence of the symbolic (i.e. ideal self-congruence) and utilitarian (i.e. functional congruence) dimensions on mobile health app consumption.
      Citation: Journal of Services Marketing
      PubDate: 2022-06-21
      DOI: 10.1108/JSM-06-2021-0215
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • The effect of perceived threat on online service reviews

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      Authors: Jong Min Kim , Eunkyung Lee
      Abstract: The ongoing impact of COVID-19 and the subsequent perception of threat have shifted consumer perceptions and evaluations of service experiences. This paper aims to investigate how customers’ service evaluation is shared as customer reviews following the pandemic and the heightened perception of threat. In doing so, this research particularly investigates the shifts in the textual contents of online reviews. This study used the textual contents in the online reviews posted on Hotels.com for 1,497 hotels in New York City for empirical analysis. In total, 109,190 observations were used for the analysis. By analyzing actual online review data from an online review platform for hotel services, this study finds that the text reviews generated after the pandemic outbreak tend to contain words with stronger negative emotions. In terms of the pronoun choice, this study further finds that the use of “I” increases while the use of “we” decreases. This research adds to the existing literature on service evaluation and online customer reviews by showing that there are shifts in the expressions used to communicate service evaluation through online text reviews, including the degree of emotionality and pronoun usage. Because potential customers are likely to rely on online reviews for their own decisions, the findings suggest that it is important for practitioners to be aware of such shifts and respond accordingly.
      Citation: Journal of Services Marketing
      PubDate: 2022-06-09
      DOI: 10.1108/JSM-06-2021-0220
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • A systematic literature review of service-related research on refugees

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      Authors: Ilayaraja Subramanian , Jörg Finsterwalder , C. Michael Hall
      Abstract: This study aims to systematically review and conceptualise service-related research on refugees to identify gaps in the literature, derive future research avenues and stimulate interdisciplinary research and practice to improve well-being of refugees. This study uses a systematic literature review (SLR) of 102 journal articles published or available online from 2000 to 2020. Ten themes are identified across the three phases of the refugees’ service journey (entry, transition and exit). Most of the articles focus on the exit phase. One-third of the literature analyses refugees’ access and adaptation to health-care services. The dearth of research on other refugee services reflects the failure to attend to all aspects of service provision across all phases of the refugee service journey. While the ten themes across the three phases require scholars’ and practitioners’ attention, different aspects of the SLR’s findings necessitate further investigation. To reinvigorate research and practice, and stimulate interdisciplinary collaboration, a novel Communities of Practice approach is suggested. Practitioners and policymakers should place more focus on the entry and transition phases of the refugee service journey. Lack of research and engagement with the first two phases of the refugee journey might come at the expense of refugees. More service support is needed to buffer the journey from homeland to host country. To the best of the authors’ knowledge, this SLR on refugee-related services is the first of its kind from a service research perspective.
      Citation: Journal of Services Marketing
      PubDate: 2022-06-09
      DOI: 10.1108/JSM-09-2021-0312
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Viewpoint: designing transformative service to overcome eudaimonic-hedonic
           outcome conflict

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      Authors: Adam Nguyen
      Abstract: The potential displeasure (e.g. strain, uncertainty and lack of control) involved in the process of obtaining eudaimonic outcomes (e.g. becoming healthier or more knowledgeable) may turn consumers away from a transformative service or hinder their coproduction. This paper aims to propose a service design that could overcome this conflict. To allow for concrete discussions of service design, the proposed design is developed in the context of a specific transformative service: the higher educational service. It is possible to transform the relationship between hedonic and eudaimonic outcomes from conflicting to complementary goals by replacing passive pleasure that is irrelevant or in conflict with eudaimonic well-being with active pleasure that is complementary to eudaimonic well-being. To facilitate simultaneous attainment of active pleasure and eudaimonic well-being, the transformative service provider needs to structure the elements of the service to create the conditions for the optimal experience to occur. The proposed design is extendable to other human service contexts. To the best of the author’s knowledge, this research is the first that shows how a transformative service can be effectively designed to overcome the potential conflict between its eudaimonic versus hedonic outcomes, such that the service will be well received by consumers while remain faithful to its transformative goal.
      Citation: Journal of Services Marketing
      PubDate: 2022-06-03
      DOI: 10.1108/JSM-07-2020-0314
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Service amid crisis: the role of supervisor humor and discretionary
           organizational support

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      Authors: Rebecca M. Guidice , Jessica Mesmer-Magnus , Donald C. Barnes , Lisa L. Scribner
      Abstract: This paper aims to study the effects of widespread stress and uncertainty that is characteristic of organizational crises on service employees and to explore the extent to which organizations may proactively use supervisors’ positive humor and discretionary organizational support that goes above and beyond service employee expectations to mitigate the pandemic’s negative impact on work engagement. Cross-sequential survey-based data was collected from 172 service employees during the height of the pandemic to assess service employees’ perceptions of both their supervisors’ use of positive humor and their employers’ discretionary organizational support in response to the emotion-laden stress and uncertainty surrounding COVID-19. PROCESS analysis was used to test the hypotheses and to conduct supplementary analyses. Results suggest employee perceptions of supervisors’ use of positive humor positively impact dimensions of work engagement at Time 1. This engagement then positively impacts extra-role behavior, innovativeness and pride at Time 2. The impact from supervisor humor to the outcomes is fully mediated through work engagement. From a moderation perspective, discretionary organizational support was shown as a substitute for creating work engagement at low levels of supervisor humor suggesting that the two “resource builders” can act as substitutes in creating engagement. This paper provides unique insights into both the valuable role of positive workplace humor for service workers’ work engagement during times of widespread crisis and the moderating role discretionary organizational support plays when perceptions of humor are relatively low. Moreover, the supplemental examination of the multidimensional work engagement construct as a mediator between humor and the service outcomes of extra-role behavior, innovativeness and organizational pride provides unique insights into how a crisis context may deferentially affect the experience and implications of engagement for other service worker outcomes. Understanding the proactive, ameliorative role in service effectiveness played by supervisor humor and discretionary organizational support during crises is an emerging question for service research.
      Citation: Journal of Services Marketing
      PubDate: 2022-05-27
      DOI: 10.1108/JSM-07-2021-0260
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Longitudinal upgrades and asymmetric effects of satisfaction and
           perceived-value

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      Authors: Chadwick J. Miller , Laszlo Sajtos , Katherine N. Lemon , Jim Salas , Martha Troncoza , Lonnie Ostrom
      Abstract: The purpose of this paper is to investigate how customers’ upgrading/downgrading (t−1) behavior may be predictive of future spending. Further, this paper also investigates how customers’ post-consumption evaluations of upgrades and downgrades [satisfaction(t−1) and perceived value(t−1)] may moderate the relationship between upgrades/downgrades and future spending. The predictions are tested using a large longitudinal data set of river cruise purchases (N = 48,103) and largely replicated using a data set of zoo membership purchases (N = 2,469). Satisfaction(t−1) mitigates the positive relationship between prior upgrades(t−1) and future spending(t). In contrast, perceived value(t−1) magnifies the positive relationship between prior upgrades(t−1) and future spending(t). However, no positively moderating effects are observed to alleviate the negative relationship between prior downgrades(t−1) and future spending(t). This research suggests that managers should work hard early in customer–firm relationships because of an asymmetric difficultly in altering the trajectory of an established relationship. Specifically, relationships that are trending downward (as consecutive downgrades would suggest) are difficult to repair – a mechanism to alter this trajectory is not observed. In contrast, relationships that are trending upward (as consecutive upgrades would suggest) can be improved with high perceived value evaluations but also degraded with high satisfaction evaluations. This research should recast marketers’ understanding of the value of customers’ upgrade and downgrade decisions. Instead of using customers’ upgrade or downgrade decisions as the dependent variable, or final outcome in buyer behavior, this study shows how the accumulation of prior upgrades and prior downgrades, over time, acts as a bellwether of the customer–firm relationship. Further, to the best of the authors’ knowledge, this study is the first to connect these upgrade/downgrade decisions to customers’ evaluations of those purchases to understand how individual purchases can impact the overall customer–firm relationship.
      Citation: Journal of Services Marketing
      PubDate: 2022-05-17
      DOI: 10.1108/JSM-12-2021-0475
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • 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)
       
  • 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)
       
  • 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)
       
  • 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)
       
  • 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)
       
  • 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)
       
  • 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)
       
  • 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)
       
  • User-defined ecosystems in health and social care
         This is an Open Access Article Open Access Article

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      Authors: Jacob Mickelsson , Ulla Särkikangas , Tore Strandvik , Kristina Heinonen
      Abstract: People with complex health conditions must often navigate landscapes of uncoordinated public, private and voluntary health-care providers to obtain the care they need. Complex health conditions frequently transcend the scope of typical health-care service systems. The purpose of this paper is to explore and characterize such unique assemblages of actors and services as “user-defined ecosystems”. Building on literature on customer ecosystems, this paper introduces the concept of the user-defined ecosystem (UDE). Using an abductive approach, the authors apply the concept in an interpretive, qualitative study of ten families with special needs children. This study uncovers complex UDEs, where families actively combine a broad range of services. These ecosystems are unique for each family and extend beyond the scope of designed service ecosystems. Thus, the families are forced to assume an active, coordinating role. This paper shows how to identify ecosystems from the user’s point of view, based on the selected user unit (such as a family) and the focal value-creating function of the ecosystem for the user. This paper highlights how service providers can support and adapt to UDEs and, thus, contribute to user value and well-being. This can be used to understand users’ perspectives on service and systems in health and social care. This study develops the concept of the UDE, which represents a customer-focused perspective on actor ecosystems and contrasts it with a provider-focused and a distributed perspective on ecosystems. This study demonstrates the practical usefulness of the conceptualization and provides a foundation for further research on the user’s perspective on ecosystems.
      Citation: Journal of Services Marketing
      PubDate: 2022-05-24
      DOI: 10.1108/JSM-03-2021-0090
      Issue No: Vol. 36 , No. 9 (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. 36 , No. 9 (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)
       
  • Journal of Services Marketing

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