Subjects -> BUSINESS AND ECONOMICS (Total: 3830 journals)
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    - BANKING AND FINANCE (330 journals)
    - BUSINESS AND ECONOMICS (1409 journals)
    - COOPERATIVES (4 journals)
    - ECONOMIC SCIENCES: GENERAL (231 journals)
    - HUMAN RESOURCES (103 journals)
    - INSURANCE (26 journals)
    - INTERNATIONAL COMMERCE (146 journals)
    - INVESTMENTS (22 journals)
    - MACROECONOMICS (17 journals)
    - MANAGEMENT (631 journals)
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    - MICROECONOMICS (23 journals)
    - PUBLIC FINANCE, TAXATION (42 journals)

HUMAN RESOURCES (103 journals)                     

Showing 1 - 101 of 101 Journals sorted alphabetically
Accounting and Business Research     Hybrid Journal   (Followers: 37)
Accounting and the Public Interest     Full-text available via subscription   (Followers: 4)
Accounting Auditing & Accountability Journal     Hybrid Journal   (Followers: 35)
Accounting Education: An International Journal     Hybrid Journal   (Followers: 24)
Accounting Forum     Hybrid Journal   (Followers: 31)
Accounting, Organizations and Society     Hybrid Journal   (Followers: 46)
Advances in Accounting     Hybrid Journal   (Followers: 14)
Advances in Developing Human Resources     Hybrid Journal   (Followers: 33)
Afro-Asian Journal of Finance and Accounting     Hybrid Journal   (Followers: 9)
American Journal of Finance and Accounting     Hybrid Journal   (Followers: 25)
Annual Review of Organizational Psychology and Organizational Behavior     Full-text available via subscription   (Followers: 48)
Asia Pacific Journal of Human Resources     Hybrid Journal   (Followers: 331)
Asian Review of Accounting     Hybrid Journal   (Followers: 2)
Attachment & Human Development     Hybrid Journal   (Followers: 12)
Australian Accounting Review     Hybrid Journal   (Followers: 5)
British Accounting Review     Hybrid Journal   (Followers: 11)
Burnout Research     Open Access   (Followers: 10)
Coaching : Theorie & Praxis     Open Access   (Followers: 3)
Contemporary Accounting Research     Full-text available via subscription   (Followers: 32)
Corporate Governance and Organizational Behavior Review     Open Access   (Followers: 1)
Critical Perspectives on Accounting     Hybrid Journal   (Followers: 19)
EURO Journal on Decision Processes     Hybrid Journal   (Followers: 3)
European Accounting Review     Hybrid Journal   (Followers: 22)
European Journal of Training and Development     Hybrid Journal   (Followers: 13)
Evidence-based HRM     Hybrid Journal   (Followers: 6)
FOR Rivista per la formazione     Full-text available via subscription  
German Journal of Human Resource Management     Hybrid Journal   (Followers: 7)
HR Future     Full-text available via subscription   (Followers: 4)
Human Relations     Hybrid Journal   (Followers: 65)
Human Resource and Organization Development Journal     Open Access   (Followers: 6)
Human Resource Development International     Hybrid Journal   (Followers: 27)
Human Resource Development Quarterly     Hybrid Journal   (Followers: 31)
Human Resource Development Review     Hybrid Journal   (Followers: 33)
Human Resource Management     Hybrid Journal   (Followers: 90)
Human Resource Management Journal     Hybrid Journal   (Followers: 85)
Human Resource Management Research     Open Access   (Followers: 27)
Human Resource Management Review     Hybrid Journal   (Followers: 64)
Human Resource Research     Open Access   (Followers: 1)
Intangible Capital     Open Access   (Followers: 2)
International Journal of Accounting     Hybrid Journal   (Followers: 2)
International Journal of Accounting and Finance     Hybrid Journal   (Followers: 20)
International Journal of Accounting Information Systems     Hybrid Journal   (Followers: 8)
International Journal of Accounting, Auditing and Performance Evaluation     Hybrid Journal   (Followers: 15)
International Journal of Banking, Accounting and Finance     Hybrid Journal   (Followers: 16)
International Journal of Behavioural Accounting and Finance     Hybrid Journal   (Followers: 12)
International Journal of Critical Accounting     Hybrid Journal   (Followers: 3)
International Journal of Economics and Accounting     Hybrid Journal   (Followers: 3)
International Journal of Ethics and Systems     Hybrid Journal   (Followers: 3)
International Journal of Human Capital and Information Technology Professionals     Full-text available via subscription   (Followers: 4)
International Journal of Human Resource Management     Hybrid Journal   (Followers: 57)
International Journal of Human Resource Studies     Open Access   (Followers: 17)
International Journal of Human Resources Development and Management     Hybrid Journal   (Followers: 31)
International Journal of Management Development     Hybrid Journal   (Followers: 13)
International Journal of Management Education     Hybrid Journal   (Followers: 10)
Journal of Accounting & Organizational Change     Hybrid Journal   (Followers: 6)
Journal of Accounting and Economics     Hybrid Journal   (Followers: 50)
Journal of Accounting and Public Policy     Hybrid Journal   (Followers: 8)
Journal of Accounting Education     Hybrid Journal   (Followers: 7)
Journal of Accounting Research     Hybrid Journal   (Followers: 36)
Journal of Advances in Management Research     Hybrid Journal   (Followers: 2)
Journal of Chinese Human Resource Management     Hybrid Journal   (Followers: 8)
Journal of Contemporary Accounting & Economics     Hybrid Journal   (Followers: 4)
Journal of Corporate Citizenship     Full-text available via subscription   (Followers: 1)
Journal of Enterprising Communities People and Places in the Global Economy     Hybrid Journal   (Followers: 1)
Journal of Global Responsibility     Hybrid Journal   (Followers: 5)
Journal of HR intelligence     Open Access   (Followers: 1)
Journal of Human Capital     Full-text available via subscription   (Followers: 13)
Journal of Human Development and Capabilities : A Multi-Disciplinary Journal for People-Centered Development     Hybrid Journal   (Followers: 24)
Journal of Human Resource and Sustainability Studies     Open Access   (Followers: 1)
Journal of Human Resource Costing & Accounting     Hybrid Journal   (Followers: 5)
Journal of Human Values     Hybrid Journal   (Followers: 5)
Journal of International Accounting, Auditing and Taxation     Hybrid Journal   (Followers: 5)
Journal of Marketing and HR     Open Access   (Followers: 7)
Journal of Organizational Effectiveness : People and Performance     Hybrid Journal   (Followers: 9)
Journal of Professions and Organization     Free   (Followers: 6)
Journal of Service Management     Hybrid Journal   (Followers: 9)
Kelaniya Journal of Human Resource Management     Open Access  
New Horizons in Adult Education and Human Resource Development     Hybrid Journal   (Followers: 13)
NHRD Network Journal     Full-text available via subscription  
Open Journal of Leadership     Open Access   (Followers: 19)
Organizational Behavior and Human Decision Processes     Hybrid Journal   (Followers: 76)
Pacific Accounting Review     Hybrid Journal  
Personality and Individual Differences     Hybrid Journal   (Followers: 28)
Personnel Assessment and Decisions     Open Access   (Followers: 2)
Personnel Review     Hybrid Journal   (Followers: 16)
Professions and Professionalism     Open Access   (Followers: 9)
Psychologie du Travail et des Organisations     Hybrid Journal  
Public Personnel Management     Hybrid Journal   (Followers: 14)
Qualitative Research in Accounting & Management     Hybrid Journal   (Followers: 7)
Quarterly National Accounts - Comptes nationaux trimestriels     Full-text available via subscription  
Research in Accounting Regulation     Hybrid Journal   (Followers: 2)
Research in Human Development     Hybrid Journal   (Followers: 6)
Review of Accounting Studies     Hybrid Journal   (Followers: 27)
Review of Public Personnel Administration     Hybrid Journal   (Followers: 12)
Review of Quantitative Finance and Accounting     Hybrid Journal   (Followers: 9)
Revista Gestión de las Personas y Tecnología     Open Access  
Revista Portuguesa e Brasileira de Gestão     Open Access  
South Asian Journal of Human Resources Management     Full-text available via subscription   (Followers: 4)
Southern African Journal of Accountability and Auditing Research     Full-text available via subscription  
Sri Lankan Journal of Human Resource Management     Open Access   (Followers: 1)
Strategic HR Review     Hybrid Journal   (Followers: 9)


Similar Journals
Journal Cover
Journal of Service Management
Journal Prestige (SJR): 1.488
Citation Impact (citeScore): 4
Number of Followers: 9  
  Hybrid Journal Hybrid journal (It can contain Open Access articles)
ISSN (Print) 1757-5818 - ISSN (Online) 1757-5826
Published by Emerald Homepage  [362 journals]
  • Creating a compassion system to achieve efficiency and quality in health
           care delivery
    • Authors: Timothy J. Vogus, Laura E. McClelland, Yuna S.H. Lee, Kathleen L. McFadden, Xinyu Hu
      Abstract: Health care delivery is experiencing a multi-faceted epidemic of suffering among patients and care providers. Compassion is defined as noticing, feeling and responding to suffering. However, compassion is typically seen as an individual rather than a more systemic response to suffering and cannot match the scale of the problem as a result. The authors develop a model of a compassion system and details its antecedents (leader behaviors and a compassionate human resource (HR) bundle), its climate or the extent that the organization values, supports and rewards expression of compassion and the behaviors and practices through which it is enacted (standardization and customization) and its effects on efficiently reducing suffering and delivering high quality care. This paper uses a conceptual approach that synthesizes the literature in health services, HR management, organizational behavior and service operations to develop a new conceptual model. The paper makes three key contributions. First, the authors theorize the central importance of compassion and a collective commitment to compassion (compassion system) to reducing pervasive patient and care provider suffering in health care. Second, the authors develop a model of an organizational compassion system that details its antecedents of leader behaviors and values as well as a compassionate HR bundle. Third, the authors theorize how compassion climate enhances collective employee well-being and increases standardization and customization behaviors that reduce suffering through more efficient and higher quality care, respectively. This paper develops a novel model of how health care organizations can simultaneously achieve efficiency and quality through a compassion system. Specific leader behaviors and practices that enable compassion climate and the processes through which it achieves efficiency and quality are detailed. Future directions for how other service organizations can replicate a compassion system are discussed.
      Citation: Journal of Service Management
      PubDate: 2021-01-01
      DOI: 10.1108/JOSM-05-2019-0132
      Issue No: Vol. 32, No. 2 (2021)
  • From third party to significant other for service encounters: a systematic
           review on third-party roles and their implications
    • Authors: Liliane Abboud, Nabila As'ad, Nicola Bilstein, Annelies Costers, Bieke Henkens, Katrien Verleye
      Abstract: Dyadic interactions between customers and service providers rarely occur in isolation. Still, there is a lack of systematic knowledge about the roles that different types of nontechnological third parties – that is, other customers, pets, other employees and other firms – can adopt in relation to customers and service providers during encounters. The present study aims to unravel these roles and highlight their implications for customers, service providers and/or third parties. This research relies on a systematic review of literature in the Web of Science using a search string pertaining to the research study’s objectives. In total, 2,726 articles were screened by title and abstract using clear inclusion and exclusion criteria, thereby extracting 189 articles for full-text eligibility. The final sample consisted of 139 articles for coding and analysis. The analyses reveal that other customers, pets, other employees and other firms can adopt five roles: bystander, connector, endorser, balancer and partner. Each role has different implications for customers, service providers and/or third parties. Additionally, the five roles are associated with distinct constellations of the customer, the service provider and the third party. These roles and constellations are dynamic and not mutually exclusive. This research contributes to the service encounter literature by providing a thorough understanding of the various third-party roles and their implications for customers, service providers and/or third parties during encounters. As such, this research sheds light on the conditions under which third parties become “significant others” in service encounters and identifies avenues for future research.
      Citation: Journal of Service Management
      PubDate: 2020-12-10
      DOI: 10.1108/JOSM-04-2020-0099
      Issue No: Vol. 32, No. 2 (2020)
  • Impact of network effects on service provider performance in digital
           business platforms
    • Authors: Khadija Ali Vakeel, Edward C. Malthouse, Aimei Yang
      Abstract: Digital business platforms (DBPs) such as Alibaba and Google Shopping are partnership networks that use the Internet to bring service providers (e.g. retail vendors) and customers together. One of the benefits of DBPs is network effects, in which customers can purchase from multiple providers, giving rise to a unique network. However, few studies have explored which service providers benefit from network effects and which do not. Using the theories of transaction costs and network analysis, the authors apply network models to DBPs to understand which service providers benefit from network effects. The authors identify three segments of service providers: (1) those with high prominence (connection to providers with high network centrality), (2) those with high network constraint (adjacent to isolated providers) and (3) those with low prominence and constraint. The authors find that segments (1) and (3) benefit from reciprocated customer exchanges, and thus benefit from network effects, while high constraint segment (2) providers do not benefit from reciprocated exchanges. Moreover, the authors find that for segments (2) and (3) future sales have a negative association with unreciprocated customer exchanges, while segment (1) has no significant association between unreciprocated exchanges and future sales. The authors discuss implications for a multisided platform (MSP), as it decides which service providers to attract, promote and recommend. They can use this study’s results to know which segments of providers will increase network effects to make the platform more valuable. This paper provides managers of service platforms with strategies for managing relations with their service providers. Service platforms are an important and disruptive business model. The authors need to understand how network effects operate to create efficient platforms. This paper extends the literature on MSPs by quantifying network effects and showing not all service providers benefit equally on an MSP from network effects. Critical insights into network effects on the MSP are provided, including different ways it can impact provider sales.
      Citation: Journal of Service Management
      PubDate: 2020-11-26
      DOI: 10.1108/JOSM-04-2020-0120
      Issue No: Vol. 32, No. 2 (2020)
  • Unraveling customer experiences in a new servicescape: an ethnographic
           schema elicitation technique (ESET)
    • Authors: Susan Stead, Gaby Odekerken-Schröder, Dominik Mahr
      Abstract: This article investigates the role of schemas in shaping customer experiences in new servicescapes, across the customer journey. The authors take a customer perspective that reveals how schematic information processing takes place at four pyramidal levels—event, touchpoint, encounter and concrete activities—that in turn lead to customer responses. The study introduces a novel ethnographic schema elicitation technique (ESET), which enables unraveling schemas at the touchpoint level across the customer journey of a European grocery store that recently launched a new SST innovation. This tailored approach provides fine-grained insights into customer experiences at the moment they occur. The conceptual framework unravels schematic information processing, as illustrated with an empirical study. The activation of different schemas and their modification is highlighted in rich qualitative data. Innovative service offerings require customers to adapt their existing behaviors. Understanding this highly individual process, which requires schema modification, could be furthered by longitudinal in-depth research. By understanding schematic information processing, managers and policymakers can develop better strategies for activating sustainability or health-conscious schemas that guide customer behavior in positive directions. By applying ESET to new self-service technology, the authors provide valuable insights for service managers and retailers. They show the particular need for prudence in changing schemas in ways that avoid negative cognitive, emotional or behavioral responses.
      Citation: Journal of Service Management
      PubDate: 2020-11-10
      DOI: 10.1108/JOSM-02-2020-0048
      Issue No: Vol. 32, No. 2 (2020)
  • Dimensionality of frontline employee friendliness in service encounters
    • Authors: Melanie F. Boninsegni, Olivier Furrer, Anna S. Mattila
      Abstract: This article explores four dimensions of frontline employee (FLE) friendliness (humorous, informal, conversational, and approachable) to propose a relevant measurement instrument of the influence of FLE friendliness on relationship quality and perceived value, as well as its indirect influence on repatronage intentions. Recent studies suggest FLE friendliness, defined as a tendency to convey an affective customer–employee social interaction, is a critical determinant of relationship marketing, but few scholars agree on its dimensionality. This study seeks a deeper understanding of FLE friendliness by investigating its different dimensions in various service contexts. The mixed-method design, including both qualitative and quantitative research, offers a deeper understanding of the phenomenon of FLE friendliness. The content analysis suggests FLE friendliness is multidimensional and composed of humorous, informal, conversational, and approachable behaviors. The results of a quantitative survey, conducted across four service contexts, validate this four-factor model. A second quantitative survey across two service contexts reveals the weights and relative importance of the dimensions, and then a third quantitative survey across three service contexts confirms that FLE friendliness is a significant driver of relationship quality, perceived value, and repatronage intentions (indirectly). This study contributes to relationship marketing literature by strengthening the conceptual foundations of FLE friendliness, clarifying the dimensionality of the construct, developing a comprehensive measurement instrument, and extending previous research on the customer–employee interactions.
      Citation: Journal of Service Management
      PubDate: 2020-10-07
      DOI: 10.1108/JOSM-07-2019-0214
      Issue No: Vol. 32, No. 2 (2020)
  • Using AI to predict service agent stress from emotion patterns in service
    • Authors: Stefano Bromuri, Alexander P. Henkel, Deniz Iren, Visara Urovi
      Abstract: A vast body of literature has documented the negative consequences of stress on employee performance and well-being. These deleterious effects are particularly pronounced for service agents who need to constantly endure and manage customer emotions. The purpose of this paper is to introduce and describe a deep learning model to predict in real-time service agent stress from emotion patterns in voice-to-voice service interactions. A deep learning model was developed to identify emotion patterns in call center interactions based on 363 recorded service interactions, subdivided in 27,889 manually expert-labeled three-second audio snippets. In a second step, the deep learning model was deployed in a call center for a period of one month to be further trained by the data collected from 40 service agents in another 4,672 service interactions. The deep learning emotion classifier reached a balanced accuracy of 68% in predicting discrete emotions in service interactions. Integrating this model in a binary classification model, it was able to predict service agent stress with a balanced accuracy of 80%. Service managers can benefit from employing the deep learning model to continuously and unobtrusively monitor the stress level of their service agents with numerous practical applications, including real-time early warning systems for service agents, customized training and automatically linking stress to customer-related outcomes. The present study is the first to document an artificial intelligence (AI)-based model that is able to identify emotions in natural (i.e. nonstaged) interactions. It is further a pioneer in developing a smart emotion-based stress measure for service agents. Finally, the study contributes to the literature on the role of emotions in service interactions and employee stress.
      Citation: Journal of Service Management
      PubDate: 2020-09-29
      DOI: 10.1108/JOSM-06-2019-0163
      Issue No: Vol. 32, No. 2 (2020)
  • Transforming into a platform provider: strategic options for industrial
           smart service providers
    • Authors: Daniel Beverungen, Dennis Kundisch, Nancy Wünderlich
      Abstract: The purpose of this paper is to identify strategic options and challenges that arise when an industrial firm moves from providing smart service toward providing a platform. This conceptual study takes on a multidisciplinary research perspective that integrates concepts, theories and insights from service management and marketing, information systems and platform economics. The paper outlines three platform types – smart data platform, smart product platform and matching platform – as strategic options for firms that wish to evolve from smart service providers to platform providers. Investigating smart service platforms calls for launching interdisciplinary research initiatives. Promising research avenues are outlined to span boundaries that separate different research disciplines today. Managing a successful transition from providing smart service toward providing a platform requires making significant investments in IT, platform-related capabilities and skills, as well as implement new approaches toward relationship management and brand-building. The findings described in this paper are valuable to researchers in multiple disciplines seeking to develop and to justify theory related to platforms in industrial scenarios.
      Citation: Journal of Service Management
      PubDate: 2020-09-08
      DOI: 10.1108/JOSM-03-2020-0066
      Issue No: Vol. 32, No. 2 (2020)
  • Transformative value and the role of involvement in gamification and
           serious games for well-being
    • Authors: Rory Francis Mulcahy, Nadia Zainuddin, Rebekah Russell-Bennett
      Abstract: This study aims to investigate the use of gamification and serious games as transformative technologies that encourage health and well-being behaviors. The purpose of this paper is to investigate the transformative value that can be created by gamified apps and serious games and the role involvement plays between transformative value and desired outcomes. Four gamified apps/serious games were examined in the study, with data collected from N = 497 participants. The data were analyzed using structural equation modeling. The results revealed that gamified apps and serious games can create three transformative value dimensions – knowledge, distraction, and simulation – which can have direct and indirect effects on desired outcomes. Examination of competing models revealed involvement plays a mediating rather than a moderating role for gamification and serious games for well-being. This research contributes greater understanding of how technology can be leveraged to deliver transformative gamification services. It demonstrates the multiple transformative value dimensions that can be created by gamified apps and serious games, which assist the performance of well-being behaviors and which have yet to be theorized or empirically examined. The study also establishes the mediating rather than the moderating role of involvement in gamification and serious games, as called for in the literature.
      Citation: Journal of Service Management
      PubDate: 2020-08-21
      DOI: 10.1108/JOSM-05-2019-0137
      Issue No: Vol. 32, No. 2 (2020)
  • Adapting research methodology during COVID-19: lessons for transformative
           service research
    • Authors: Sarah Dodds, Alexandra Claudia Hess
      Abstract: Coronavirus disease 2019 (COVID-19) has created a challenging, yet opportunistic, environment in which to conduct transformative service research (TSR) and assess research methodology. The purpose of this paper is to evaluate and gain important new insights of a group interviewing method with vulnerable people and their support group, adapted and transferred online during COVID-19. This research examines the experiences of 35 participants (nine family groups composed of parents and young people), involved in a research project that explores a sensitive topic, youth alcohol consumption and family communication, that was moved online during lockdown. Researcher reflections on running group interviews face-to-face prior to COVID- 19 and online during lockdown are included in the data. Thematic analysis of participant interviews and researcher reflections reveals four key benefits and three limitations of online group interviews with vulnerable people and their support group. The benefits include being comfortable, non-intrusive and safe; engaging and convenient; online communication ease and easy set-up. The limitations relate to lack of non-verbal communication, poor set-up, and privacy and access issues. The global environment is uncertain and being able to implement effective qualitative research online is essential for TSR and service research in the future. This paper provides a step by step procedure for an innovative online group interviewing technique that can be used by TSR and qualitative service researchers. Conducting research during a pandemic has provided unprecedented insights into qualitative research approaches and methodology. This paper contributes to literature on service and TSR methodology by providing a framework for researchers to investigate vulnerable groups online in an effective, safe and non-intrusive way. The framework also has the potential to be applied to other service contexts.
      Citation: Journal of Service Management
      PubDate: 2020-08-10
      DOI: 10.1108/JOSM-05-2020-0153
      Issue No: Vol. 32, No. 2 (2020)
  • A transformative supply chain response to COVID-19
    • Authors: Diane A. Mollenkopf, Lucie K. Ozanne, Hannah J. Stolze
      Abstract: This research employs a transformative service lens to examine the role of the supply chain ecosystem in ensuring the health and safety of employees and customers as a well-being outcome during the coronavirus disease of 2019 (COVID-19) pandemic. This is a conceptual paper examining the response of the supply chain to the current food crisis caused by the pandemic. Based on the service-dominant logic (SDL) paradigm, the COVID-19 examination of the supply chain ecosystem provides a foundation for further research employing a transformative lens. The COVID-19 situation is primarily explored from a Western, educated, industrialised, rich and democratic (WEIRD) societies’ context. Future research should explore the applicability of the transformative service lens to other societies. The conceptual discussion and research agenda provide direction for researchers, practitioners and policymakers towards a transformative supply chain ecosystem. This research includes the well-being of employees and customers in the service supply chain outcome measures, draws supply chain management into the TSR domain, while also solidifies a service ecosystem perspective of supply chain management.
      Citation: Journal of Service Management
      PubDate: 2020-08-08
      DOI: 10.1108/JOSM-05-2020-0143
      Issue No: Vol. 32, No. 2 (2020)
  • Prosumers in times of crisis: definition, archetypes and implications
    • Authors: Bodo Lang, Rebecca Dolan, Joya Kemper, Gavin Northey
      Abstract: This paper defines prosumers in light of the COVID-19 crisis and other contexts. It addresses how prosumers helped overcome challenges caused by COVID-19 and is the first paper to develop a taxonomy of prosumers, their differentiating characteristics and the degree to which they are useful in overcoming the challenges of COVID-19. We conducted a literature search of the prosumer literature using the Web of Science and Scopus databases. This study solves a definitional dilemma of prosumers and develops six prosumer archetypes displaying the nuances of prosumers. The study shows that the six prosumer archetypes vary in their usefulness in addressing challenges caused by COVID-19. The findings demonstrate the micro (individual), meso (organizational) and macro (societal) benefits offered by prosumers in times of crises. This study has some clear implications for the prosumer literature, the services literature and the crisis literature by clarifying the role of prosumers in times of crisis. This paper offers several implications at the micro (individual), meso (organizational), and macro (societal) levels that are offered by prosumers in times of crises. The benefits of prosumers afford individuals, service practitioners and other organizations ways to remain resilient and strong in the face of significant crises such as COVID-19. This paper makes three specific contributions. First, it contributes to the service literature by highlighting the role and value of prosumers in crises, an area currently under-researched. Secondly, it developed six prosumer archetypes displaying the nuances of prosumers, contributing to the prosumer literature by sharpening the focus of this versatile phenomenon and demonstrating the differential value of each type of prosumer in times of crises. Lastly, the study advances the prosumer literature by resolving the definitional dilemma of prosumers and by providing a broad, yet specific definition of prosumers that captures the different perspectives evident in the prosumer literature.
      Citation: Journal of Service Management
      PubDate: 2020-08-06
      DOI: 10.1108/JOSM-05-2020-0155
      Issue No: Vol. 32, No. 2 (2020)
  • Uncertainty profiles in engineering-service development: exploring
           supplier co-creation
    • Authors: Tabea Ramirez Hernandez, Melanie E. Kreye
      Abstract: Engineering service (ES) development, particularly with supplier co-creation, is nontrivial, and the literature has acknowledged the high relevance of uncertainty in this context. This study aims to investigate the relationship between different supplier co-creation modes (operationally independent [OI] and operationally dependent [OD]) and uncertainty criticality arising during ES development. This study develops a conceptual framework of five uncertainty types by synthesizing the relevant literature from service management and new product development. This framework guided the empirical work of two in-depth case studies, describing uncertainty criticality in OI and OD supplier co-creation. The findings show that environmental and organizational uncertainty were generally of high criticality for ES development independently of the supplier co-creation mode. Moreover, uncertainty criticality varied between the two cases, with higher criticality of technical and relational uncertainty as well as less resource uncertainty experienced by the focal organization in the OD case. This suggests that supplier co-creation constitutes an uncertainty reallocation. Further research is needed to test the generalizability of the qualitative results through quantitative studies. This research contributes to the service management literature by showing the varying uncertainty profiles manufacturing organizations face when engaging in different supplier co-creation modes. Furthermore, this research provides novel insights on ES development to the broader discussion on ES management.
      Citation: Journal of Service Management
      PubDate: 2020-07-06
      DOI: 10.1108/JOSM-08-2019-0270
      Issue No: Vol. 32, No. 2 (2020)
  • Will the customers be happy' Identifying unsatisfied customers from
           service encounter data
    • Authors: Lucas Baier, Niklas Kühl, Ronny Schüritz, Gerhard Satzger
      Abstract: While the understanding of customer satisfaction is a key success factor for service enterprises, existing elicitation approaches suffer from several drawbacks such as high manual effort or delayed availability. However, the rise of analytical methods allows for the automatic and instant analysis of encounter data captured during service delivery in order to identify unsatisfied customers. Based on encounter data of 1,584 IT incidents in a real-world service use case, supervised machine learning models to predict unsatisfied customers are trained and evaluated. We show that the identification of unsatisfied customers from encounter data is well feasible: via a logistic regression approach, we predict dissatisfied customers already with decent accuracy—a substantial improvement to the current situation of “flying blind”. In addition, we are able to quantify the impacts of key service elements on customer satisfaction. The possibility to understand the relationship between encounter data and customer satisfaction will offer ample opportunities to evaluate and expand existing service management theories. Identifying dissatisfied customers from encounter data adds a valuable methodology to customer service management. Detecting unsatisfied customers already during the service encounter enables service providers to immediately address service failures, start recovery actions early and, thus, reduce customer attrition. In addition, providers will gain a deeper understanding of the relevant drivers of customer satisfaction informing future new service development. This article proposes an extendable data-based approach to predict customer satisfaction in an automated, timely and cost-effective way. With increasing data availability, such AI-based approaches will spread quickly and unlock potential to gain important insights for service management.
      Citation: Journal of Service Management
      PubDate: 2020-07-02
      DOI: 10.1108/JOSM-06-2019-0173
      Issue No: Vol. 32, No. 2 (2020)
  • Dynamics of wellbeing co-creation: a psychological ownership perspective
    • Authors: Tom Chen, Sarah Dodds, Jörg Finsterwalder, Lars Witell, Lilliemay Cheung, Mareike Falter, Tony Garry, Hannah Snyder, Janet R. McColl-Kennedy
      Abstract: People are responsible for their wellbeing, yet whether they take ownership of their own or even others' wellbeing might vary from actor to actor. Such psychological ownership (PO) influences the dynamics of how wellbeing is co-created, particularly amongst actors, and ultimately determines actors' subjective wellbeing. The paper's research objective pertains to explicating the concept of the co-creation of wellbeing and conceptualizing the dynamics inherent to the co-creation of wellbeing with consideration of the influences of all involved actors from a PO perspective. To provide a new conceptualization and framework for the dynamics of wellbeing co-creation, this research synthesizes wellbeing, PO and value co-creation literature. Four healthcare cases serve to illustrate the effects of engaged actors' PO on the co-creation of wellbeing. The derived conceptual framework of dynamic co-creation of wellbeing suggests four main propositions: (1) the focal actor's wellbeing state is the intangible target of the focal actor's and other engaged actors' PO, transformed throughout the process of wellbeing co-creation, (2) PO over the focal actor's wellbeing state is subject to the three interrelated routes of exercising control, investing in the target, and intimately knowing the target, which determine the instigation of wellbeing co-creation, (3) the level of PO over the focal actor's wellbeing state can vary, influence and be influenced by the extent of wellbeing co-creation, (4) the co-creation of wellbeing, evoked by PO, is founded on resource integration, which influences the resources–challenges equilibrium of focal actor and of all other engaged actors, affecting individual subjective wellbeing. This article provides a novel conceptual framework that can shed new light on the co-creation of wellbeing in service research. Through the introduction of PO the transformation of lives and wellbeing can be better understood.
      Citation: Journal of Service Management
      PubDate: 2020-07-02
      DOI: 10.1108/JOSM-09-2019-0297
      Issue No: Vol. 32, No. 2 (2020)
  • Development and validation of a measurement scale for the experience
           capability construct
    • Authors: Frédéric Ponsignon, Jeffery S. Smith, Andi Smart
      Abstract: This study aims to develop and empirically validate the concept of experience capability, which represents an organisation's ability to be adept at managing the customer experience. Organisations that build an experience capability develop an expertise in deploying a set of resources and routines to understand, evaluate and improve how they interact with customers across all the points of contact. A rigorous process was employed to identify, operationally define, evaluate and validate six dimensions reflecting experience capability. The dimensions were developed and validated using relevant literature, expert interviews, item-sorting techniques, a pilot survey and two surveys, providing a degree of certainty that the intellectual insights are generalisable. The experience capability concept is identified as comprising six dimensions that are informed by 27 measurement items. The six dimensions are employee training, employee empowerment, employee evaluation, experience performance management, cross-functional work and channel integration. The findings provide evidence suggesting that the multi-item measurement scale exhibits appropriate psychometric properties. The empirically validated 27-item measurement scale provides practitioners with an approach to evaluate and improve their organisation's experience capability. It permits both longitudinal comparisons of individual organisations and competitive benchmarking both within and across industry sectors. The approach alerts managers to the critical operational areas that should be measured and provides a structured method to pursue competitive advantage through customer experience capability. Developing valid and reliable measurement scales is an essential first step in effective theory-building. The paper proposes a theoretical foundation for the experience capability construct and validates a corresponding measurement scale. The scale was developed carefully to achieve the specificity required to undertake meaningful practitioner-centric assessment while maintaining relevance across sectorial contexts. The results complement existing customer-centric experience research by providing distinct intellectual insights from a practitioner perspective. The developed scale permits future intellectual investigation through capability comparisons both within and between companies in different industries/sectors.
      Citation: Journal of Service Management
      PubDate: 2020-06-26
      DOI: 10.1108/JOSM-11-2019-0353
      Issue No: Vol. 32, No. 2 (2020)
  • Implications of customer participation in outsourcing non-core services to
           third parties
    • Authors: Kaat De Pourcq, Katrien Verleye, Bart Larivière, Jeroen Trybou, Paul Gemmel
      Abstract: Focal service providers increasingly involve customers in the decision-making about outsourcing parts of the service delivery process to third parties. The present study investigates how customers' outsourcing decisions affect the formation of the waiting experience with the focal service provider, by which the objective waiting time, environmental quality and interactional quality act as focal drivers. To test our hypotheses in the context of cancer care, we gathered process data and experience data by means of a patient observation template (n = 640) and a patient survey (n = 487). The combined data (n = 377) were analyzed using Bayesian models. This study shows that opting for a service triad (i.e. outsourcing non-core services to a third party) deduces customers' attention away from the objective waiting time with the focal service provider but not from the environmental and interactional quality offered by the focal service provider. When the type of service triad coordination is considered, we observe similar effects for a focal service provider-coordinated service triad while in a customer-coordinated service triad the interactional quality is the sole experience driver of waiting experiences that remains significant. By investigating the implications of customer participation in the decision-making about outsourcing parts of the service delivery process to third parties, this research contributes to the service design, service triad and service operations literature. Specifically, this study shows that customer outsourcing decisions impact waiting experience formation with the focal service provider.
      Citation: Journal of Service Management
      PubDate: 2020-06-23
      DOI: 10.1108/JOSM-09-2019-0295
      Issue No: Vol. 32, No. 2 (2020)
  • The impact of service innovation on firm performance: a meta-analysis
    • Authors: Changli Feng, Ruize Ma, Lin Jiang
      Abstract: With the rise of service economy, many companies are attempting to gain a competitive advantage through service innovation. However, the existing research has not drawn consistent conclusions about the relationship between service innovation and firm performance. Hence, the purpose of this paper is to provide a quantitative review on the service innovation-performance relationship based on research findings reported in the extant literature. Studies from 46 peer-reviewed articles were sampled and analyzed. A meta-analytic approach was adopted to conduct a quantitative review on the relationship between service innovation and firm performance, and the effects of any potential moderators were further explored. The results found that service innovation has a significant positive impact on firm performance. Additionally, the relationship between service innovation and firm performance is influenced by measurement moderators (economic region and performance measurement), and contextual moderators (firm type, innovation type, customer factors and attitudes toward risk). The meta-analysis has been used to explore the relationship between service innovation and firm performance, and the findings have contributed to the literature on service innovation, as well as providing future research directions.
      Citation: Journal of Service Management
      PubDate: 2020-06-02
      DOI: 10.1108/JOSM-03-2019-0089
      Issue No: Vol. 32, No. 2 (2020)
  • Managing the human–chatbot divide: how service scripts influence
           service experience
    • Authors: Sean Sands, Carla Ferraro, Colin Campbell, Hsiu-Yuan Tsao
      Abstract: Brands are increasingly considering the use of chatbots to supplement, or even replace, humans in service interactions. Like humans, chatbots can follow certain service scripts in their encounters, which can subsequently determine the customer experience. Service scripts are verbal prescriptions that seek to standardize customer service interactions. However, while the role of service scripts is well documented, despite the increasing use of chatbots as a service mechanism, less is known about the effect, on consumers, of different service scripts presented during chatbot service encounters. An experimental scenario was developed to test the research hypotheses. Respondents were randomly allocated to scenarios representing a 2 (service interaction: human, chatbot) × 2 (service script: education, entertainment) design. A total of 262 US consumers constituted the final sample for the study. The findings indicate that when employing an education script, a significant positive effect occurs for human service agents (compared to chatbots) in terms of both satisfaction and purchase intention. These effects are fully mediated by emotion and rapport, showing that the bonds developed through the close proximity to a human service agent elicit emotion and develop rapport, which in turn influence service outcomes. However, this result is present only when an educational script is used. This paper contributes to the emerging service marketing literature on the use of digital services, in particular chatbots, in service interactions. We show that differences occur in key outcomes dependent on the type of service script employed (education or entertainment). For managers, this study indicates that chatbot interactions can be tailored (in script delivered) in order to maximize emotion and rapport and subsequently consumer purchase intention and satisfaction.
      Citation: Journal of Service Management
      PubDate: 2020-04-08
      DOI: 10.1108/JOSM-06-2019-0203
      Issue No: Vol. 32, No. 2 (2020)
  • Customers' contamination concerns: an integrative framework and future
           prospects for service management
    • Authors: Simon Hazée, Yves Van Vaerenbergh
      Abstract: Customers might become concerned about getting contaminated and adapt their behavior accordingly, which is of critical concern for service managers. The purpose of this paper is threefold. First, this paper synthesizes the extant body of research within psychology and marketing into an integrative framework that helps understand the current state of knowledge on contamination. Second, this review summarizes evidence-based managerial recommendations on how to deal with customers' contamination concerns. Third, this paper provides guidance for future research by proposing several ways in which those concerns might influence service management. This paper conducts an integrative literature review of over 30 years of psychology and marketing research on contamination concerns. The paper reviews physical and metaphysical contagion models, the situational cues that may activate customers' contamination concerns, the psychological mechanisms that underlie the relationship between contamination and customer outcomes and the individual characteristics that influence customer sensitivity to contamination cues. Moreover, this review identifies actions that service managers can take to prevent customers' contamination concerns. Finally, still much has to be learned about how organizations should deal with fear of contamination by the time a next pandemic breaks out. This paper develops an integrative framework that serves as a structured knowledge map onto the contamination phenomenon and paves the way for future service research.
      Citation: Journal of Service Management
      PubDate: 2020-04-01
      DOI: 10.1108/JOSM-04-2020-0129
      Issue No: Vol. 32, No. 2 (2020)
  • Journal of Service Management
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