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A moderated mediation model of green human resource management Serv. Ind. J. (IF 9.405) Pub Date : 2024-03-24 Ahmad Abualigah, Kamal Badar, Qasim Ali Nisar, Osman M. Karatepe
Our paper develops and tests a moderated mediation model of green human resource management (HRM). Time-lagged data gathered were utilized to assess climate for green initiative (GI) as a mediator ...
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Autonomous sensory meridian response in service experience: an exploratory study Serv. Ind. J. (IF 9.405) Pub Date : 2024-02-29 Nina Zlateva, Stanislav Ivanov, Vladimir Fedoseev
This paper evaluates the role of Autonomous Sensory Meridian Response (ASMR) in service experience. ASMR is an enjoyable and relaxing sensation accompanied by head and/or body ‘tingles’ in response...
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How multi-actor resources create value for live streaming platforms: the mediating role of engaged spectators Serv. Ind. J. (IF 9.405) Pub Date : 2024-02-16 Yafei Liu, Mingli Zhang, Mu Hu, Tong Qiao
The development of digital media has led to the emergence of live streaming, a service system that involves multiple parties coexisting, including platforms, spectators, and streamers. The study co...
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The dark side of artificial intelligence in services Serv. Ind. J. (IF 9.405) Pub Date : 2024-02-09 Daniel Belanche, Russell W. Belk, Luis V. Casaló, Carlos Flavián
Artificial intelligence (AI) initiatives, including Generative AI, are being increasingly implemented in service industries, and are having a great impact on service operations and on customers’ re...
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Employee quiet quitting behaviours: conceptualization, measure development, and validation Serv. Ind. J. (IF 9.405) Pub Date : 2024-02-09 Mariam Arif Karrani, Shaker Bani-Melhem, Faridahwati Mohd-Shamsudin
The prevalence and harmful impact of employee quiet quitting behaviours in organizational settings call for more research, yet the lack of understanding, conceptualization, and tailored measures hi...
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Service-oriented high performance human resource practices and proactive work behavior: A moderated mediation model Serv. Ind. J. (IF 9.405) Pub Date : 2024-02-09 Gökhan Kenar, Murat Yeşiltaş
Service-oriented high-performance human resource practices are a very useful tool for ensuring service quality in the hospitality and tourism industry. Based on the social exchange theory, social l...
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Understanding customer brand engagement through service environment: a multilevel analysis Serv. Ind. J. (IF 9.405) Pub Date : 2023-12-20 Mir Shahid Satar, Raouf Ahmad Rather, Shakir Hussain Parrey, Islam Elbayoumi Salem, Arslan Rafi, Zahed Ghaderi
Customer brand engagement (CBE) is acknowledged as a top research priority, although little remains known concerning the interface of CBE and individual/organizational variables, thus, examined in ...
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ChatGPT-powered chatbot as a green evangelist: an innovative path toward sustainable consumerism in E-commerce Serv. Ind. J. (IF 9.405) Pub Date : 2023-12-06 Muhammad Waqas Sadiq, Muhammad Waheed Akhtar, Chunhui Huo, Salman Zulfiqar
The purpose of the current article is to propose the construction of ChatGPT as a green evangelist (CGGE) and to develop and validate the CGGE scale using two independent studies. Study 1 mainly ad...
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Reuse intention of augmented reality apps: recreational consciousness as moderator Serv. Ind. J. (IF 9.405) Pub Date : 2023-11-05 Behzad Foroughi, Hathaitip Hongsachart, Shahla Asadi, Mohammad Iranmanesh, Morteza Ghobakhloo, Erfan Babaee Tirkolaee
This study investigated the determinants of intention to reuse augmented reality (AR) apps. The data were obtained from 439 IKEA Place app users and evaluated using the ‘partial least squares’ (PLS...
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The dark side of artificial intelligence in higher education Serv. Ind. J. (IF 9.405) Pub Date : 2023-10-24 Stanislav Ivanov
The paper focuses on the negative aspects of artificial intelligence in higher education such as biases in the datasets and algorithms, plagiarism, factual incorrectness, micromanagement of student...
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Metaverse in services marketing: an overview and future research directions Serv. Ind. J. (IF 9.405) Pub Date : 2023-10-24 Dogan Gursoy, Lu Lu, Robin Nunkoo, Demi Deng
Although it is still at the inception stage, the Metaverse is likely to revolutionize service marketing and management by disrupting existing business strategies, consumer norms, and marketing prac...
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Abusive supervision: serial and moderated mediation effects Serv. Ind. J. (IF 9.405) Pub Date : 2023-10-22 Osman M. Karatepe, Emmanuel Twumasi Ampofo, Felicity Asiedu-Appiah, Foster Frempong
Our paper proposed and tested a research model that examined the interrelationships of abusive supervision, on-the-job embeddedness (JE), affective commitment (AC) to the organization, knowledge sh...
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Service innovation capability: a systematic literature review and research agenda Serv. Ind. J. (IF 9.405) Pub Date : 2023-09-01 Tadhg Blommerde
Though singular or discrete service innovations are accepted as essential to the performance and survival of organizations, practitioners and researchers are increasingly directing their attention ...
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What we know about transformational leadership in tourism and hospitality: a systematic review and future agenda Serv. Ind. J. (IF 9.405) Pub Date : 2023-08-27 Bavik Ali
Leadership is crucial in tourism and hospitality, shaping employee motivation, job satisfaction, and performance. Transformational Leadership (TFL) is essential to promoting innovation and positive...
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How ethical leadership influences knowledge hiding? A sequential mediation model Serv. Ind. J. (IF 9.405) Pub Date : 2023-08-14 Yi Xie, Qinghua Xia, Jianmin Song, Shuchuan Hu, Xiaolong Liu
Knowledge hiding is considered a behavior that violates moral principles and can impede organizational competitive advantage. Previous studies have examined the factors influencing knowledge hiding...
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Systematic literature review and future research directions for service robots in hospitality and tourism industries Serv. Ind. J. (IF 9.405) Pub Date : 2023-08-10 Subhodeep Mukherjee, Manish Mohan Baral, Ramji Nagariya, Chittipaka Venkataiah, U. V. Adinarayana Rao, K. Srinivasa Rao
Service robots create a touchless experience for travellers; therefore, this research aims to conduct a systematic literature review (SLR) of service robots in the tourism and hospitality sector. T...
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High-performance work system in service sector: review and framework development Serv. Ind. J. (IF 9.405) Pub Date : 2023-07-28 Dimple, Vijay Kuriakose
ABSTRACT Considering the emerging role of high-performance work system (HPWS) in service-oriented firms, the present review has consolidated the recent trends in HPWS literature in the service sector. The systematic literature review methodology is applied to extract 82 articles from 2006 to 2022. The MAXQDA software is used for the qualitative content analysis of the texts in the articles. Based on
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Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis Serv. Ind. J. (IF 9.405) Pub Date : 2023-07-07 Bin Li, Yanhong Chen, Luning Liu, Bowen Zheng
Due to contradictory findings in existing literature, the understanding of the adoption intention of AI-based chatbots has been limited. Hence, the objective of this paper is to perform a meta-anal...
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Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence Serv. Ind. J. (IF 9.405) Pub Date : 2023-06-30 Jochen Wirtz, Johannes Hofmeister, Patricia Y. P. Chew, Xin (David) Ding
Recent research has shown that the trade-off between customer satisfaction and productivity can be mitigated through three strategic pathways: the (1) operations management (OM) approach, (2) focus...
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Work-family conflict, subjective well-being, burnout, and their effects on presenteeism Serv. Ind. J. (IF 9.405) Pub Date : 2023-05-15 Ali Ozduran, Mehmet Bahri Saydam, Kayode Kolawole Eluwole, Ememabasi Uwem Mertens
ABSTRACT Work arrangement and flexible work settings are becoming increasingly important in service organizations in an era ravaged by pandemic disruptions. Drawing upon the job demands-resources theory, this study examines the mediating roles of subjective well-being (SWB) and burnout in the relationship between work-family conflict (WFC) and presenteeism. The paper also examined the moderating role
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Revisiting a model of customer engagement cycle: a systematic review Serv. Ind. J. (IF 9.405) Pub Date : 2023-05-11 Duc Hoang, Sofia Kousi, Luis F. Martinez, Satish Kumar
ABSTRACT The purpose of this paper is to consolidate published research on customer engagement (CE), and building on that, to further develop a set of integrated CE elements that fit the online context, based on Sashi’s [Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272]. CE cycle model. Thus, we develop a systematic alignment of CE concepts and
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How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure Serv. Ind. J. (IF 9.405) Pub Date : 2023-05-12 Bo Huang, Sylvain Sénécal
ABSTRACT Voice assistants have become increasingly popular touchpoints in AI-infused service encounters in the hospitality industry. Although we have seen a growing body of research in this area, little attention has been paid to specific service failures involving exclusively voice interactions. Drawing from the Computers As Social Actors (CASA) research paradigm and the Stereotype Content Model,
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Call for Papers - Special Issue: Healthy Ageing and the Service Industries Serv. Ind. J. (IF 9.405) Pub Date : 2023-05-10
Published in The Service Industries Journal (Ahead of Print, 2023)
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Unlearning in service contexts: a moderated-mediation model Serv. Ind. J. (IF 9.405) Pub Date : 2023-05-10 Michael Yao-Ping Peng, Owais Anwar Golra, Majid Khan, Thomas Garavan, Yong-Sheng Chang, Muhammad Usman
ABSTRACT The present study builds on social information processing theory to explicate how and when ethical leadership (EL) impacts individual unlearning in service organizations. The results from two studies – Study 1 based on time-lagged and multi-source data and Study 2 based on an experimental design – revealed that EL positively influences individual unlearning directly, as well as indirectly
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Startup initiatives in social service industries: cohousing and energy communities Serv. Ind. J. (IF 9.405) Pub Date : 2023-05-03 Manuel Sánchez-Robles, Rosa Puertas, Domingo Ribeiro-Soriano
ABSTRACT Innovative companies turn transformative ideas into products/servicies to generate a profit, while social startups aim to build a better world by providing social benefits. With a novel focus on Spain, this study examines the development of cohousing and energy communities and the barriers to their implementation. The aim is to clarify whether these communities should be governed under the
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Consumer well-being (CWB): conceptualisation, contextualisation and a research agenda Serv. Ind. J. (IF 9.405) Pub Date : 2023-04-28 Mohammad Sadegh Eshaghi, Mona Afshardoost, Jana Lay-Hwa Bowden
ABSTRACT Consumer well-being (CWB) is an important multifaceted concept which contributes directly to consumers’ need satisfaction at the material, emotional, social, and physical levels. Despite interest in the concept, contemporary research on CWB is limited in agreement over its definition, measurement and characterisation leaving The term ambiguous, abstract, and with no universally agreed upon
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How satisfactory are empathetic care and robotic assistance in telemedicine services? Serv. Ind. J. (IF 9.405) Pub Date : 2023-04-28 Shilpi Saxena, Anupama Prashar
ABSTRACT Telemedicine healthcare and assistive robotic technologies are gaining popularity as support systems for traditional healthcare practices. However, there are concerns regarding the use of these digital services due to their lack of empathy and intimacy. This paper investigates the impact of physicians’ empathetic care and telepresence robot assistance on patients’ intimate experience and satisfaction
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Hospitality as the bridge: advancing transformative service research towards human flourishing Serv. Ind. J. (IF 9.405) Pub Date : 2023-04-08 Makarand Mody
ABSTRACT As an increasingly important paradigm in the services domain, transformative service research (TSR) emphasizes the need for improving the well-being of entities inside and outside the service organization. The present article offers that hospitality – as an ethic and experience – offers compelling avenues to move the TSR agenda to its next stage of evolution. Specifically, given its indelible
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Eliciting consumer-engagement and experience to foster consumer-based-brand-equity: moderation of perceived-health-beliefs Serv. Ind. J. (IF 9.405) Pub Date : 2023-04-02 Mir Shahid Satar, Raouf Ahmad Rather, Shakir Hussain Parrey, Huda Khan, Tareq Rasul
ABSTRACT Although consumer-brand-engagement (CBE) and consumer-brand-experience (CBX) are identified as important research priorities, empirically based insights regarding their relationship with tourism-consumers’ resulting consumer-value cocreation (CVC), emotional-attachment and consumer-based-brand-equity (CBBE) remains scant, particularly during COVID-19 pandemic. In responding to this research
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Correction Serv. Ind. J. (IF 9.405) Pub Date : 2023-04-02
Published in The Service Industries Journal (Ahead of Print, 2023)
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Revolutionizing services with cutting-edge technologies post major exogenous shocks Serv. Ind. J. (IF 9.405) Pub Date : 2023-03-20 Nisreen Ameen, Giampaolo Viglia, Levent Altinay
ABSTRACT In this editorial, we provide a background on how services have been revolutionized with cutting-edge technologies due to the occurrence of major exogenous shocks. In addition, we provide an overview of the papers published in this special issue. Finally, we suggest new areas for future research on revolutionizing services with cutting-edge technologies post major exogenous shocks. We focus
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Services purchase from the informal economy using digital platforms Serv. Ind. J. (IF 9.405) Pub Date : 2023-03-23 Ioana Alexandra Horodnic, Colin C. Williams, Andreea Apetrei, Mara Mațcu, Adrian V. Horodnic
ABSTRACT This paper evaluates the extent to which digital platforms are used to purchase services from the informal economy and how this can be tackled. Reporting data from a 2021 survey involving 1209 consumers in Romania, 33% had purchased services from the informal economy and 36% of these purchases had been bought via digital platforms. To explain and tackle this, a logistic regression analysis
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Determinants and consequences of trust in AI-based customer service chatbots Serv. Ind. J. (IF 9.405) Pub Date : 2023-03-10 Ashish Viswanath Prakash, Arun Joshi, Shubhi Nim, Saini Das
ABSTRACT According to industry reports, artificial intelligence-based chatbots could transform online customer service. Though businesses are increasingly implementing chatbots to automate customer service, the lack of consumer trust and acceptance continues to cause worry. Although trust is critical to acceptance, research on the drivers and consequences of trust in AI-based chatbots is limited. Hence
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How the time-scarcity feature of live-streaming e-commerce affects impulsive buying直播电商的时间性稀缺特征如何影响冲动购买 Serv. Ind. J. (IF 9.405) Pub Date : 2023-03-05 Shuaikang Hao, Ling Huang
ABSTRACT Live-streaming e-commerce(LSE) features limited-time resources and usually only lasts for a few hours. Drawing on psychological reactance theory, this study investigates the effects of time scarcity on consumers’ impulsive buying behavior by identifying perceived urgency as the underlying mechanism and examining the moderating role of product types. We conducted two scenario-based experiments
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Responsible leadership, organizational ethical culture, strategic posture, and green innovation Serv. Ind. J. (IF 9.405) Pub Date : 2023-02-23 Muhammad Waheed Akhtar, Thomas Garavan, Muzhar Javed, Chunhui Huo, Muhammad Junaid, Khalid Hussain
ABSTRACT Leaders in service organizations are increasingly challenged to demonstrate leadership underpinned with a strong sense of responsibility. To date, a few studies have empirically investigated the influence of responsible leadership on organizational outcomes such as innovation. Drawing on signaling theory, this study reports the findings of the relationship between RL and green innovation in
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Leaders’ knowledge hiding and front-line employee service sabotage Serv. Ind. J. (IF 9.405) Pub Date : 2023-02-21 Salman Zulfiqar, Thomas Garavan, Chunhui Huo, Muhammad Waheed Akhtar, Binesh Sarwar
ABSTRACT Purpose: Utilizing social learning theory, this paper investigates a theoretical model that links knowledge hiding by leaders to employee service sabotage via moral disengagement (MD). It also investigates an important boundary condition by analyzing the role of leader-member exchange on both leaders’ knowledge hiding-moral disengagement (relationship) and on the overall indirect relationship
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Metaverse for climbing the ladder toward ‘Industry 5.0’ and ‘Society 5.0’? Serv. Ind. J. (IF 9.405) Pub Date : 2023-02-21 Ahmed Tlili, Ronghuai Huang, Kinshuk
ABSTRACT Metaverse implementations have started to emerge in various industries with the promise of providing better industrial services and a more sustainable society (Society 5.0). At the same time, various studies have revealed several challenges to the use of metaverse. Motivated by the fragmented literature on the implementation of metaverse in industries, this study presents a systematic literature
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Benefit versus risk: a behavioral model for using robo-advisors Serv. Ind. J. (IF 9.405) Pub Date : 2023-02-17 Daniel Belanche, Luis V. Casaló, Marta Flavián, Sandra Maria Correia Loureiro
ABSTRACT This research aims to propose and analyze a novel behavioral model for using robo-advisors grounded on stimulus–organism–response and decision theory. Data (n = 596) were collected from a panel of US participants. The findings contribute to the financial services arena by demonstrating the relevance of customers’ perceptions of robo-advisors’ benefits and risks, particularly fear of losing
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Mapping knowledge management research in hospitality: a bibliometric analysis Serv. Ind. J. (IF 9.405) Pub Date : 2023-02-13 Mert Gürlek, Mehmet Ali Koseoglu
ABSTRACT The purpose of this study is to map knowledge management (KM) research in the field of hospitality and to develop an agenda for future research. This research has adopted a two-stage methodological approach that includes bibliometric analysis and systematic literature review. First, a bibliometric analysis was performed, which included citation and co-citation analyses, and then a systematic
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This doesn’t make sense! Does illegitimate tasks affect innovative behaviour? Serv. Ind. J. (IF 9.405) Pub Date : 2023-02-09 Shaker Bani-Melhem, Rawan Mazen Abukhait, Faridahwati Mohd Shamsudin
ABSTRACT Illegitimate tasks in the workplace are known to associate with several attitudinal and behavioural outcomes for employees, including their well-being, motivation, and turnover intention. However, why and when these adverse impacts influence employees’ innovative behaviours have not yet been examined. The current study thus empirically investigates the impact of illegitimate tasks on the innovative
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Negative customer engagement behaviour in a service context Serv. Ind. J. (IF 9.405) Pub Date : 2023-02-03 Diem Khac Xuan Do, Jana Lay-Hwa Bowden
ABSTRACT Negative customer engagement (NCE) has negative consequences on firms; however, research on NCE is limited. This study empirically investigates the impact of different intensities of NCE on subsequent outcomes such as the intention to switch and engage in negative word-of-mouth recommendations. Critical incident technique and a survey method were employed with 404 respondents to understand
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Avatar-mediated service encounters: impacts and research agenda Serv. Ind. J. (IF 9.405) Pub Date : 2023-02-01 Kentaro Watanabe, Bach Quang Ho
ABSTRACT Technology has been expanding the service encounter concept. Avatars, including virtual and robotic avatars, have been gaining popularity as an emerging technology to generate more human-like and even enhanced remote interactions in technology-mediated service encounters. However, service researchers have paid lesser attention to human-controlled avatar technologies compared to service robots
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Envy: definitions, approaches and implications Serv. Ind. J. (IF 9.405) Pub Date : 2023-01-29 Rehan Ahmad, Muhammad Ishtiaq Ishaq
ABSTRACT While envy is a complex emotion to date, voluminous work has been done on the subject; however, no study has been conducted to resolve the debate on key envy-related concepts such as its definition, approaches and dimensions. Having its roots back in 1712, the explorations about envy have radically increased, especially in the twenty-first century, resulting in myriad theoretical and empirical
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Curvilinear relationship between customer engagement and responses to service failures Serv. Ind. J. (IF 9.405) Pub Date : 2023-01-25 Yun-na Park, Taeshik Gong
ABSTRACT Drawing on the activation theory and the Exit-Voice-Loyalty-Neglect model, this study examines how the level of customer engagement affects the four different types of customer responses to a service failure in the mobile application context. In addition, we investigate the moderating role of relationship quality in those relationships. This study used data from a self-administrated online
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Social robot-delivered customer-facing services: an assessment of the experience Serv. Ind. J. (IF 9.405) Pub Date : 2023-01-26 Santiago Forgas-Coll, Ruben Huertas-Garcia, Antonio Andriella, Guillem Alenyà
ABSTRACT The ability to install social intelligence protocols in robots in order for them to exhibit conversational skills has made them ideal tools for delivering services with a high cognitive and low emotional load. Little is known about how this capability influences the customer experience and the intention to continue receiving these services. Experiences were assessed in a study simulating customer-facing
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Workplace bullying, psychological distress, job performance and employee creativity: the moderating effect of psychological resilience Serv. Ind. J. (IF 9.405) Pub Date : 2023-01-10 Elham Anasori, Glauco De Vita, Kemal Gürkan Küçükergin
ABSTRACT This study tests a model exploring the direct effect of workplace bullying on employee creativity and performance using psychological distress as the mediator and psychological resilience as the moderator based on the JD-R theory. PLS-SEM was applied to analyze data collected from both employees and supervisors of 4 – and 5-star hotels. The main findings reveal that workplace bullying affects
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Test of a sequential mediation model of green management innovation Serv. Ind. J. (IF 9.405) Pub Date : 2023-01-09 Osman M. Karatepe, Khalid Dahleez, Tahani Jaffal, Mohammed Aboramadan
ABSTRACT Drawing from servant leadership, organizational support, and conservation of resources theories, our paper tests a sequential model of green management innovation (GMI). Specifically, our paper assesses: (a) the effect of green servant leadership (GSL) on GMI; (b) perceived organizational support for the environment (OSE) as a mediator between GSL and GMI; (c) green knowledge sharing as a
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Dispositional awe, meaning in life, and socially responsible consumption Serv. Ind. J. (IF 9.405) Pub Date : 2023-01-06 Jing Hu
ABSTRACT The antecedents of socially responsible consumption have been increasingly discussed in the field of consumer ethics theory. However, the potential emotional factors influencing socially responsible consumers are less researched. To fill this gap, our study introduces a specific emotional disposition – dispositional awe – to the research literature on socially responsible consumption and further
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Antecedents of destination advocacy using symmetrical and asymmetrical modeling techniques Serv. Ind. J. (IF 9.405) Pub Date : 2022-12-16 Faizan Ali, Gozde Turktarhan, Xianglan Chen, Murad Ali
ABSTRACT This study uses a multi-method approach to examine antecedents of destination advocacy. Data were collected from 549 respondents via Amazon MTurk. A symmetrical analysis based on partial least squares-structural equation modeling (PLS-SEM) and asymmetrical analysis based on fuzzy-set qualitative comparative analysis explore how combinations of various antecedents, including hospitality, perceived
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From surviving to co-creating: the effects of the reshaped physical and social servicescape on customer citizenship behavior Serv. Ind. J. (IF 9.405) Pub Date : 2022-12-07 Misun (Sunny) Kim, Melissa A. Baker
ABSTRACT The pandemic has reshaped customer perceptions of the new normal with both the physical and social service environments. Surprisingly, however, how reshaped servicescape design affects customers, especially their value co-creation behaviors, has not been studied. Drawing on value co-creation and signaling theory, this research aims to examine the comprehensive effects of the physical servicescape
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Social media influencer popularity and authenticity perception in the travel industry Serv. Ind. J. (IF 9.405) Pub Date : 2022-12-06 Sally Rao Hill, Bora Qesja
ABSTRACT Influencer marketing on social media plays an increasingly vital role in the overall marketing strategies for travel products. Previous research suggests that while traditional celebrities create value through exclusiveness, Social Media Influencers (SMIs) establish their value through authenticity and connectedness. However, exactly how they convey their authenticity is not well researched
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How do online review valence and ratings interact with consumer-generated visuals? Serv. Ind. J. (IF 9.405) Pub Date : 2022-11-25 Osman El-Said, Sayed Elhoushy, Sara Al Bulushi
ABSTRACT The growth of social media and technology has given online reviews more importance and popularity. Consumer-generated visuals (pictures and videos), together with words and numerical components, are increasingly being used in online reviews. However, more research is necessary to understand how these components interact. This study aims to examine the relationships between review valence,
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Driving service-oriented organizational citizenship behavior through error management culture Serv. Ind. J. (IF 9.405) Pub Date : 2022-11-25 Arun Aggarwal, Weng Marc Lim, Dinesh Jaisinghani, Kamrunnisha Nobi
ABSTRACT This research endeavors to analyze the influence of error management culture on service-oriented organizational citizenship behavior (SOOCB) through the lenses of perceived procedural justice, customer-employee exchange, employee engagement, and gender differences. To do so, this research conducts structural equation modeling on the aforementioned relationships using survey data of 559 frontline
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Entrepreneurial team diversity and start-up growth in consulting and hospitality Serv. Ind. J. (IF 9.405) Pub Date : 2022-10-31 Rui Baptista, António Sérgio Ribeiro, Syeda Nimra Batool, Cheng-Feng Cheng, Sascha Kraus
ABSTRACT This study examines how human capital diversity in entrepreneurial teams relates to new venture growth in two distinct service industries: hospitality and knowledge-based consultancy. Drawing on longitudinal linked employer-employee data from Portugal, we use large representative samples of start-ups founded and managed by entrepreneurial dyads to identify configurations of team members’ human
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Preloved is reloved: investigating predispositions of second-hand clothing purchase on C2C platforms Serv. Ind. J. (IF 9.405) Pub Date : 2022-10-12 Jasmine A.L. Yeap, Say Keat Ooi, Emily H.T. Yapp, Navhina Ramesh
ABSTRACT The democratisation of online commerce and calls for sustainable fashion consumption have led consumers to turn to consumer-to-consumer (C2C) online platforms for second-hand clothing. Grounded on the Integrative Model of Behavioural Prediction (IMBP), this study sought to establish the necessary motivations affecting one’s attitude and intention towards purchasing second-hand clothing on
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Constructing a value co-destruction behavior scale in business-to-customer service context Serv. Ind. J. (IF 9.405) Pub Date : 2022-10-01 Xinhua Guan, Jinhong Gong, Qiangqiang Liu, Tzung-Cheng Huan
ABSTRACT This paper develops a value co-destruction behavior (VCDB) scale in the business-to-customer (B2C) service context. It uses a multi-method and multistage design, which is consistent with the method of developing and validating psychometric scales. That is, in the first stage, we focus on the development of measurement items designed to reflect the conceptual attributes of VCDB. The second
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An integrative framework for business model innovation in the tourism industry旅游业商业模式创新的综合框架 Serv. Ind. J. (IF 9.405) Pub Date : 2022-09-27 Sascha Kraus, Andreas Kallmuenzer, Dominik K. Kanbach, Peter M. Krysta, Maurice M. Steinhoff
ABSTRACT These are constantly changing times for the tourism industry. The COVID-19 pandemic and accompanying negative economic effects significantly impacted customer behavior and accelerated the need for companies to innovate. Business model innovation (BMI) is ideal for overcome these challenges by innovating the very core of the firm. However, siloed BMI thinking is insufficient: firms need a more
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Towards a typology of negative engagement behavior in social media Serv. Ind. J. (IF 9.405) Pub Date : 2022-09-22 Matias Lievonen, Jana Bowden, Vilma Luoma-aho
ABSTRACT Extant literature on consumer engagement has focused on positive manifestations of the construct, rather than on its negative dimension. Yet, many brand interactions are negative in nature. The purpose of this conceptual study is to develop a typology of negative engagement behavior in social media by using the multi-grounded theory (MGT) approach on a sample of 12,429 tweets extracted from
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The physical frictionless experience: a slippery slope for experience memorability of retail services? Serv. Ind. J. (IF 9.405) Pub Date : 2022-09-20 Chelsea Phillips, Rebekah Russell-Bennett, Marek Kowalkiewicz
ABSTRACT Service industries are increasingly creating physical frictionless experiences to reduce effort for customers so they are able to ‘just walk out’. However, frictionless experiences can reduce memorability which can in turn reduce share of wallet. The purpose of this paper is to explore the relationship between customer effort and experience memorability in a just-walk-out physical frictionless
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Does green inclusive leadership promote hospitality employees’ pro-environmental behaviors? The mediating role of climate for green initiative Serv. Ind. J. (IF 9.405) Pub Date : 2022-09-16 Wael Mohammed Thabet, Kamal Badar, Mohammed Aboramadan, Ahmad Abualigah
ABSTRACT Drawing on social learning and social information processing theories, this study proposes and tests a model of the association of green-inclusive leadership on pro-environmental behaviors (task-related pro-environmental behavior (PEB) and organizational citizenship for the environment) through climate for green initiative. Using data collected in two waves from 254 employees working in the