-
Conceptualization and validation of customer participation in health care: a study on chronic illnesses management Journal of Services Marketing (IF 5.246) Pub Date : 2024-03-22 Muhammad Junaid, Kiane Goudarzi, Muhammad Faisal Rasheed, Gilles N’Goala
Purpose Contrary to want-based services, customer participation has got lesser attention in high-credence services like health care. Customer participation for patients with chronic illnesses could be life-threatening and goes beyond the service organization’s physical environment. Realizing the importance of transformative service research in health-care services, this study aims to propose and validate
-
How do service innovation practices develop frontline employee resilience capabilities in not-for-profits? Journal of Services Marketing (IF 5.246) Pub Date : 2024-03-22 Fatemeh S. Shahmehr, Amrik Sohal, Seyed Mohammad Sadegh Khaksar
Purpose This study aims to explore how not-for-profit organisations (NFPs) adopt service innovation and improve their employee resilience capabilities as a response to environmental changes arising from marketisation of public services. Design/methodology/approach Using a multiple case-study research design, this study involved 32 interviews with frontline employees working in a not-for-profit care-providing
-
Service employees’ STARA awareness and proactive service performance Journal of Services Marketing (IF 5.246) Pub Date : 2024-03-22 Won-Moo Hur, Yuhyung Shin
Purpose This study aims to explore the role of frontline service employees’ (FSEs) awareness that their job can be substituted by smart technology, artificial intelligence, robotics and algorithms (STARA) in their job autonomy and proactive service performance and when these relationships can be buffered. Drawing on the cognitive appraisal theory of stress, the study examined the mediating relationship
-
The role of organizational resilience in SME service innovation and value cocreation Journal of Services Marketing (IF 5.246) Pub Date : 2024-03-20 Evelyn Lopez, Jose A. Flecha-Ortiz, Maria Santos-Corrada, Virgin Dones
Purpose The COVID-19 pandemic has significantly affected service small- and medium-sized enterprises (SMEs), increasing the importance of understanding how these businesses can become more resilient and how service innovation can be an effective strategy to increase their adaptive capacity and survival. This study aims to examine the role of dynamic capabilities in service innovation as a factor explaining
-
Exploring the fear of missing out (FOMO) and customer bonds in service relationships Journal of Services Marketing (IF 5.246) Pub Date : 2024-03-20 L. Jean Harrison-Walker, James A. Mead
Purpose Most research has investigated the fear of missing out (FOMO) in the context of online activities, often associated with negative personal outcomes such as fatigue and stress. However, given the increased desire to be informed and included associated with FOMO, organizations that can effectively meet these needs may develop or strengthen social and structural bonds, thereby turning short-term
-
Reconfiguration and transformation for resilience: building service organizations towards sustainability Journal of Services Marketing (IF 5.246) Pub Date : 2024-03-14 Arjun J Nair, Sridhar Manohar, Amit Mittal
Purpose Amidst unpredictable and turbulent periods, such as the COVID-19 pandemic, service organization’s responses are required to be innovative, adaptable and resilient. The purpose of this study is to explore the utilization of both reconfiguration and transformational strategies as instruments for cultivating resilience and advancing sustainability in service organizations. Design/methodology/approach
-
Viewpoint: the evolving landscape of peer review Journal of Services Marketing (IF 5.246) Pub Date : 2024-03-12 Emmanuel Mogaji
Purpose The purpose of this viewpoint is to spotlight the role of reviewers within the collaborative triad of academic publishing. It argues that the significance of reviewers is often disregarded, leading to a gap in our understanding of the peer review process. This perspective emphasizes reviewers as unsung heroes in the publishing ecosystem, providing intentional and thought-provoking insights
-
Mediating roles of frontline employees in transformative service processes Journal of Services Marketing (IF 5.246) Pub Date : 2024-02-28 Ane Bast, Marit Engen, Maria Røhnebæk
Purpose This paper aims to explore the role of frontline employees (FLEs) as mediators in transformative service processes within services targeting vulnerable users. Design/methodology/approach This paper is based on a case study of the development and implementation of a dementia village, and the data consist of documents, in-depth interviews and field observations. Findings The analysis identifies
-
How do physical and social servicescapes shape the effects of positive affective displays on customer purchase outcomes? Journal of Services Marketing (IF 5.246) Pub Date : 2024-02-27 Pei-Chi Chen
Purpose This study aims to use emotions-as-social information theory to investigate how physical (customer perceived store atmosphere) and social servicescapes (customer information searching) influence the effects of employees’ positive affective displays on customer outcomes via customer positive moods and positive expectation disconfirmation. Design/methodology/approach This research included two
-
Service robot acceptance in museums: an empirical study using the service robot acceptance model (sRAM) Journal of Services Marketing (IF 5.246) Pub Date : 2024-02-22 Amy Wong, Jimmy Wong
Purpose This study aims to apply the service robot acceptance model (sRAM) to examine how attitude toward human–robot interaction (HRI) and engagement influence consumer acceptance of service robots in a frontline setting. Design/methodology/approach Data was collected from 255 visitors who interacted with a robotic tour guide at a city museum. The data was analyzed using smart PLS 4.0. Findings The
-
Shaping brand attitudes through sustainability practices: a TSR approach Journal of Services Marketing (IF 5.246) Pub Date : 2024-02-16 Sandeep Jagani, Vafa Saboorideilami, Saraf Tarannum
Purpose This study aims to investigate the conditional relationships among sustainability implementation, brand awareness, brand attitude and brand loyalty through the lens of transformative service research (TSR). The research also aims to explain how brand loyalty moderates the mediated effect of brand awareness and attitude in the context of social and environmental sustainability initiatives.
-
Men’s transformative health service use: rethinking customer experience of vulnerability Journal of Services Marketing (IF 5.246) Pub Date : 2024-01-26 Jacquie McGraw, Rebekah Russell-Bennett, Katherine M. White
Purpose Preventative health services are keen to identify how to engage men and increase their participation, thus improving health, well-being and life expectancy over time. Prior research has shown general gender norms are a key reason for men’s avoidance of these services, yet there is little investigation of specific gender norms. Furthermore, masculinity has not been examined as a factor associated
-
Malls designed for inclusion? Emotional experience of irritating aspects of the mallscape that distance consumers with disabilities Journal of Services Marketing (IF 5.246) Pub Date : 2024-01-18 Iris Vilnai-Yavetz, Shaked Gilboa, Vincent Mitchell
Purpose This study aims to identify the irritating aspects in the mall environment that impact shoppers with disability and explore the opportunities to design inclusive mall environments. Design/methodology/approach A mixed-methods design was used in which data collected using a survey (n = 1,434 shoppers with and without disability) were analyzed by structural equation modeling (SEM) and repeated-measures
-
Commentary: developing a deeper understanding of resilience in service contexts Journal of Services Marketing (IF 5.246) Pub Date : 2024-01-12 Valerie Good
Purpose This paper aims to comment on resilience research within the context of frontline employees in sales and services marketing. Design/methodology/approach This commentary is a reflection based on my research, extant academic and managerial literature and personal perspectives. Findings Research findings show resilience is associated with increased employee effort and reduced turnover intentions
-
The other extreme of the circumplex of emotion: an investigation of consumer outrage Journal of Services Marketing (IF 5.246) Pub Date : 2024-01-09 Brian L. Bourdeau, J. Joseph Cronin, Daniel T. Padgett, Clay M. Voorhees, Kimberley White
Purpose All hypothesized relationships were significant. Specifically, H1 was supported as disconfirmation and surprising consumption were significantly correlated. Moreover, arousal (H2) and outrage (H4a) were functions of surprising consumption and negative affect (H3) and outrage (H4b) were functions of arousal. H4c was also supported as negative affect had a significant direct effect on consumer
-
The influence of seamless shopping experience on customers’ word of mouth on social media Journal of Services Marketing (IF 5.246) Pub Date : 2023-12-26 Jingwen Li, Yaping Chang
Purpose Despite the increasing relevance of seamless shopping experience in an omnichannel context, research on how seamless shopping experience affects customers’ word of mouth on social media (sWOM) remains scant. Based on the attribution theory, this study aims to investigate the effects of seamless shopping experience types on customers’ sWOM intentions from the perspective of smart-shopping feelings
-
SDG commentary: services from institutions that offer fair and sustainable living for all humans Journal of Services Marketing (IF 5.246) Pub Date : 2023-12-21 Ross Gordon, Josina Vink
Purpose The purpose of this commentary is to present a critically constructive examination of the contribution of service research to the development of services from institutions that offer fair and sustainable living for all humans. Design/methodology/approach The authors draw upon critical thinking and critical social theory to problematise the neoliberal agenda (e.g. marketisation and privatisation)
-
The turbulent future of expertise and training markets Journal of Services Marketing (IF 5.246) Pub Date : 2023-12-21 Peter Reid Dickson
Purpose To explain how technology will replace a great deal of human labor in knowledge markets using a theory of reasoned action applied to demand and theories of procedural rationality, cost structure and system dynamics applied to supply. Design/methodology/approach Two illustrative scenarios are presented. The first is a third-party Best Treatments site, and its effect on the expert advice pharmaceutical
-
SDG commentary: collaboration services for sustainable development goal (SDG) partnerships Journal of Services Marketing (IF 5.246) Pub Date : 2023-12-18 Raymond P. Fisk, Sertan Kabadayi, Karim Sidaoui, Rodoula H. Tsiotsou
Purpose The purpose of this commentary is to complete the synthesis of the United Nations 17 Sustainable Development Goals (SDGs) into Seven Commentaries on Service Research Themes developed by ServCollab and the Journal of Services Marketing. As an approach to achieving SDG #17, ServCollab’s collaborative logic and design perspective for collaboration services for sustainable development partnerships
-
SDG commentary: services that enable well-being of the human species Journal of Services Marketing (IF 5.246) Pub Date : 2023-12-15 Wafa Hammedi, Joy Parkinson, Lia Patrício
Purpose The purpose of this paper is to explore the challenges, interplay and potential directions for future service research to address the first three Sustainable Development Goals (SDGs) of no poverty, zero hunger and good health and well-being. Design/methodology/approach This commentary examines how service research has addressed these SDGs in the literature, and through the development of a
-
SDG commentary: services that sustainably manage resources for all humans-the regenerative service economy framework Journal of Services Marketing (IF 5.246) Pub Date : 2023-12-14 Rebekah Russell-Bennett, Michael Jay Polonsky, Raymond P. Fisk
Purpose The purpose of this paper is to propose a new service framework for managing nature and physical resources that balances the needs of people and planet. Design/methodology/approach The process used in this paper was a rapid literature review and content analysis of 202 articles in service journals and learned that there are limited papers on Sustainable Development Goal (SDG) #6 (clean water
-
Permissibility vs. Feasibility: AI in service from a CX perspective Journal of Services Marketing (IF 5.246) Pub Date : 2023-12-14 Michael Giebelhausen, T. Andrew Poehlman
Purpose This paper aims to provide researchers and practitioners with a consumer-focused alternative for considering the integration of artificial intelligence (AI) into services. Design/methodology/approach The paper reviews and critiques the most popular frameworks for addressing AI in service. It offers an alternative approach, one grounded in social psychology and leveraging influential concepts
-
SDG editorial: improving life on planet earth – a call to action for service research to achieve the sustainable development goals (SDGs) Journal of Services Marketing (IF 5.246) Pub Date : 2023-12-12 Rebekah Russell-Bennett, Mark Scott Rosenbaum, Raymond P. Fisk, Maria M. Raciti
Purpose This editorial aims to organise the 17 United Nations Sustainable Development Goals (SDGs) into seven ServCollab service research themes to provide a way forward for service research that improves human and planetary life. Design/methodology/approach A conceptual approach is used that draws on observations from the scholarly experience of the editors. Findings This editorial offers seven research
-
SDG commentary: services that provide opportunity for all humans Journal of Services Marketing (IF 5.246) Pub Date : 2023-12-11 Maria M. Raciti, Linda Alkire, Amanda Beatson
Purpose This paper is part of the Special Issue series Improving Life on Planet Earth – A Call to Action for Service Research to Achieve the Sustainable Development Goals (SDG). This paper aims to provide the groundwork for Service Research Theme 2 – services that provide OPPORTUNITY for all humans. Service Research Theme 2 comprises SDG4, quality education; SDG5, gender equality; and SDG10, reduced
-
SDG commentary: economic services for work and growth for all humans Journal of Services Marketing (IF 5.246) Pub Date : 2023-12-11 Mahesh Subramony, Mark S. Rosenbaum
Purpose The purpose of this study is to address United Nations’ sustainable development goals (SDGs) 8 and 9 from a service perspective. SDG 8 is a call to improve the dignity of service work by enhancing wages, working conditions and development opportunities while SDG 9 calls upon nations to construct resilient infrastructures, promote inclusivity and sustainability and foster innovation. Design
-
Services as emulation marketing: conceptualization and concerns Journal of Services Marketing (IF 5.246) Pub Date : 2023-12-11 Christopher Lee, Lynn Kahle
Purpose The purpose of this paper is to introduce emulation marketing as an important strategy to consider for services marketing researchers and practitioners, given the ability to plant an aspirational goal in consumers' minds. Building on theories of lifestyle, values, self-concept and others, this conceptual paper presents the case for emulation marketing as an important consideration within services
-
Improving donation service design: expanding choice to increase perceived justice and satisfaction Journal of Services Marketing (IF 5.246) Pub Date : 2023-12-12 Nea North, Cornelia (Connie) Pechmann
Purpose Circumstances such as pandemics can cause individuals to fall into a state of need, so they turn to donation services for assistance. However, donation services can be designed based on supply-side considerations, e.g. efficiency or inventory control, which restrict consumer choice without necessarily considering how consumer vulnerabilities like low financial or interpersonal power might cause
-
Critical examination of academic marketing and service research’s philosophical foundation Journal of Services Marketing (IF 5.246) Pub Date : 2023-12-01 Bård Tronvoll, Bo Edvardsson
Purpose The philosophical foundations determine how an academic discipline identifies, understands and analyzes phenomena. The choice of philosophical perspective is vital for both marketing and service research. This paper aims to propose a social and systemic perspective that addresses current challenges in service and marketing research by revisiting the philosophy of science debate. Design/methodology/approach
-
Service system resilience under resource scarcity: from vulnerability to balanced centricity Journal of Services Marketing (IF 5.246) Pub Date : 2023-12-01 Henna M. Leino, Janet Davey, Raechel Johns
Purpose Disruptive shocks significantly compromise service contexts, challenging multidimensional value (co)creation. Recent focus has been on consumers experiencing vulnerability in service contexts. However, the susceptibility of service firms, employees and other actors to the impacts of disruptive shocks has received little attention. Since resource scarcity from disruptive shocks heightens tensions
-
Guest editorial: Critiques and conflicts in service research: suggestions for redefining the marketing of goods and services as a business discipline Journal of Services Marketing (IF 5.246) Pub Date : 2023-11-30 Joe Cronin, Duane M. Nagel
Purpose This commentary aims to identify the myopic drift of the marketing discipline and to opine on the areas in which the leadership of service scholars is needed. The authors identify specific areas where the input of service scholars is needed to enable the discipline to better contribute to users, providers, and society. For example, the growing gap between marketing scholarship and practical
-
SDG commentary: service ecosystems with the planet - weaving the environmental SDGs with human services Journal of Services Marketing (IF 5.246) Pub Date : 2023-11-29 Jorge Grenha Teixeira, Andrew S. Gallan, Hugh N. Wilson
Purpose Humanity and all life depend on the natural environment of Planet Earth, and that environment is in acute crisis across land, sea and air. One of a set of commentaries on how service can address the UN’s sustainable development goals (SDGs), the authors focus on environmental goals SDG 13 (climate action), SDG 14 (life below water) and SDG 15 (life on land). This paper aims to propose a conceptual
-
Transforming health-care service through consumer co-creation: directions for service design Journal of Services Marketing (IF 5.246) Pub Date : 2023-11-27 Joan Carlini, Rachel Muir, Annette McLaren-Kennedy, Laurie Grealish
Purpose The increasing financial burden and complexity of health-care services, exacerbated by factors such as an ageing population and the rise of chronic conditions, necessitate comprehensive and integrated care approaches. While co-created service design has proven valuable in transforming some service industries, its application to the health-care industry is not well understood. This study aims
-
Metaverse: shifting the reality of services Journal of Services Marketing (IF 5.246) Pub Date : 2023-11-20 Mark Gleim, Heath McCullough, O.C. Ferrell, Colin Gabler
Purpose This research aims to focus on the impact of the metaverse on services marketing. After reviewing the past, current and anticipated future of the metaverse, the authors offer multiple research opportunities in accordance with theories germane to the services literature. Design/methodology/approach The current research uses a conceptual approach focused on key service theories and their relevance
-
Alexa, may I adopt you? The role of voice assistant empathy and user-perceived risk in customer service delivery Journal of Services Marketing (IF 5.246) Pub Date : 2023-11-20 Kesha K. Coker, Ramendra Thakur
Purpose Powered by artificial intelligence, voice assistants (VAs), such as Alexa, Siri and Cortona, are at early-stage adoption rates in service contexts. Customers express hesitance in using the technology. Furthermore, the effect of a relevant variable (VA empathy) as a determinant of VAs is not widely researched. This study aims to extend the unified theory of acceptance and use of technology (UTAUT)
-
Service mega-disruptions: a conceptual model and research agenda Journal of Services Marketing (IF 5.246) Pub Date : 2023-11-14 Jessica Vredenburg, Sommer Kapitan, Sharon Jang
Purpose This paper aims to formally conceptualize service mega-disruptions as any far-reaching and unforeseen general environmental stressor or threat that impacts a service organization’s ability to provide a desired level of service. The authors differentiate sudden large-scale general environmental threats from traditional service failures in scope and scale of impact via number of customers and
-
Understanding sustainable service ecosystems: a meso-level perspective Journal of Services Marketing (IF 5.246) Pub Date : 2023-11-09 Nitha Palakshappa, Sarah Dodds, Loren M. Stangl
Purpose The world continues to grapple with grand challenges – climate change, pandemic, poverty, social injustice and diminishing resources – requiring mitigation if we are to focus on well-being and move towards a more sustainable future. Cultivating sustainable ecosystems offers a possible solution. The purpose of this paper is to understand how sustainable organizations at the meso level can nurture
-
Encouraging prolonged consumption through habit-boosting efforts: conceptualization and research agenda Journal of Services Marketing (IF 5.246) Pub Date : 2023-11-09 Jennifer F. Taylor, Sharon E. Beatty, Katherine J. Roberto
Purpose This paper aims to provide a better understanding of the prolonged consumption journey and how they are sustained by service providers’ use of habit-boosting strategies. Existing research is critically evaluated, and a research agenda is provided to inspire and guide future research. Design/methodology/approach This paper develops a conceptual framework that integrates habit and transformative
-
Call it robot: anthropomorphic framing and failure of self-service technologies Journal of Services Marketing (IF 5.246) Pub Date : 2023-11-03 Ada Maria Barone, Emanuela Stagno, Carmela Donato
Purpose The purpose of this paper is to test the effect that anthropomorphic framing (i.e. robot vs automatic machine) has on consumers’ responses in case of service failure. Specifically, the authors hypothesize that consumers hold an unconscious association between the word “robot” and agency and that the higher agency attributed to self-service machines framed as robots (vs automatic machines) leads
-
Managing customer-to-customer interactions: revisiting older models for a fresh perspective Journal of Services Marketing (IF 5.246) Pub Date : 2023-11-02 Olivier Furrer, Mikèle Landry, Chloé Baillod
Purpose This study aims to develop a comprehensive, theoretically grounded framework of customer-to-customer interaction (CCI) management, by revisiting three older services marketing models: the servuction model, the services marketing triangle and the services marketing pyramid. Design/methodology/approach Noting the lack of theoretical frameworks of CCI management, this study adopts a problematization
-
Commentary: “Back to the future” or “trapped in the future”? The future of services practice and research Journal of Services Marketing (IF 5.246) Pub Date : 2023-10-24 Thomas Hollmann
Purpose The aim of this commentary is to encourage service researchers to reflect on the state of the field as it pertains to the academia–industry intersection. The author puts forth a call to action to continue the work of the field’s founders in developing the foundations of the field and to carry the models and frameworks of the field deeper into industry practice. Design/methodology/approach Personal
-
How customer incivility affects organization citizenship behavior: roles of depersonalization, resilience, and caring climate Journal of Services Marketing (IF 5.246) Pub Date : 2023-10-24 Kangcheol Lee, Taeshik Gong
Purpose Drawing on the conservation of resources theory, this study aims to identify the mediating effects of depersonalization and resilience on the relationship between customer incivility and organizational citizenship behavior (OCB). It further posits that these indirect effects vary depending on the caring climate and achievement orientation. Design/methodology/approach A field survey among 622
-
Uncovering the reasons behind consumers’ shift from online to offline shopping Journal of Services Marketing (IF 5.246) Pub Date : 2023-10-09 Hyo-Jeong Kim, Sang Man Han
Purpose This study aims to understand why consumers continue to visit physical stores despite the rise in mobile shopping and online channels. Mobile shopping has changed how consumers shop, allowing them to easily switch between channels. However, physical stores continue to remain significant because some consumers still prefer them, challenging the belief that online markets always surpass offline
-
Customer engagement behaviors on physical and virtual engagement platforms Journal of Services Marketing (IF 5.246) Pub Date : 2023-10-03 Erik Winell, Jonas Nilsson, Erik Lundberg
Purpose This study aims to examine and compare the influence of the disposition to engage in engagement behaviors on physical and virtual engagement platforms, as well as the influence of these engagement behaviors on brand loyalty, value-in-use and word-of-mouth. Design/methodology/approach Data were collected using a survey distributed to a random sample of 10,000 fans of five teams in the Swedish
-
Linking person–job fit and intrinsic motivation to salespeople’s service innovative behavior Journal of Services Marketing (IF 5.246) Pub Date : 2023-10-09 Zaid Oqla Alqhaiwi, Tamer Koburtay, Osman M. Karatepe
Purpose Drawing from conservation of resources (COR) and regulatory fit theories, this paper aims to propose and examine moderated mediation model of service innovative behavior among salespeople. Design/methodology/approach The hypothesized links were gauged based on time-lagged and multiple sources of data collected from salespeople and their supervisors in a large-scale multi-brand retail firm.
-
Cultivating resilience for sustainable service ecosystems in turbulent times: evidence from primary health care Journal of Services Marketing (IF 5.246) Pub Date : 2023-09-26 Janet R. McColl-Kennedy, Christoph F. Breidbach, Teegan Green, Mohamed Zaki, Alexandria M. Gain, Mieke L. van Driel
Purpose The purpose of this paper is to investigate how and why some service ecosystems are more resilient and, consequently, more sustainable than others during turbulent times, and how resilience can be cultivated to enable pathways to service ecosystem sustainability. Design/methodology/approach This work integrates disparate literature from multiple service and sustainability literature streams
-
How does a hospital servicescape impact the well-being and satisfaction of both health care customers and professionals? Journal of Services Marketing (IF 5.246) Pub Date : 2023-09-20 Jillian C. Sweeney, Pennie Frow, Adrian Payne, Janet R. McColl-Kennedy
Purpose The purpose of this study is to examine how servicescapes impact well-being and satisfaction of both hospital customers (patients) and health care professional service providers. Design/methodology/approach The study investigates how a hospital servicescape impacts two critical outcomes – well-being and satisfaction – of both hospital patients (customers) and health care professionals, who
-
Research note: conceptualizing agentic luxury in luxury services Journal of Services Marketing (IF 5.246) Pub Date : 2023-09-19 Jonas Holmqvist, Jochen Wirtz, Amandine Issandou
Purpose What role do consumers play in constructing their own luxury experiences? Challenging the dominant product-focus in luxury conceptualizations, this research note conceptualizes agentic luxury in the context of luxury services. Drawing on extant luxury research, the purpose of this article is to develop how consumers may take on more active roles in enacting their own luxury services experiences
-
A dignity-vulnerability approach framework to maximize well-being outcomes by transformative service initiatives (TSIs) Journal of Services Marketing (IF 5.246) Pub Date : 2023-09-18 Sertan Kabadayi, Reut Livne-Tarandach, Michael Pirson
Purpose This paper aims to explore how service organizations can improve the effectiveness of well-being creation efforts given the pressing societal issues and global crises. In this paper, the authors examine two essential dimensions (dignity and vulnerability approach) to develop a theoretical framework. This framework can be used to increase the effectiveness of well-being outcomes created by transformative
-
Navigating services for consumers with disabilities: a comprehensive review and conceptual framework Journal of Services Marketing (IF 5.246) Pub Date : 2023-09-15 Nikhita Tuli, Ritu Srivastava, Harish Kumar
Purpose Access to services for consumers with disabilities (CwD) has gained increased attention from researchers and service providers in recent years. Consequently, ensuring that services are designed and maintained in a manner that is more inclusive and accessible to CwD has become imperative. However, academic literature is fragmented and thus, this study aims to provide a state-of-the-art synthesis
-
Commentary: Strength-based co-design that EMPOWERs – Lessons from codesigning with older adults Journal of Services Marketing (IF 5.246) Pub Date : 2023-09-13 Bernardo Figueiredo, Torgeir Aleti, Diane M. Martin, Mike Reid, Jacob Sheahan, Larissa Hjorth
Purpose This study aims to address the existing gap in co-design frameworks by introducing the EMPOWER framework, a strength-based co-design methodological approach specifically designed to tackle the key empowerment challenges associated with co-designing alongside individuals experiencing vulnerability. The purpose of this study is to provide a set of easy-to-remember empowering guidelines to enhance
-
Does status demotion in hierarchical loyalty programs foster relationship fading? Journal of Services Marketing (IF 5.246) Pub Date : 2023-08-28 Shanta Banik, Fazlul K. Rabbanee
Purpose Status demotion in hierarchical loyalty programs (HLPs) has received considerable academic attention. However, existing research is relatively silent on whether HLP status demotion fosters service relationship fading by influencing demoted customers’ psychological disengagement and the likelihood of patronage reduction. Drawing on the relationship fading literature and the stimulus–organism–response
-
Responsibilization during uncontrollable events: understanding how consumers assign and accept responsibility for service employee welfare Journal of Services Marketing (IF 5.246) Pub Date : 2023-08-17 Nora Moran, Steven Shepherd, Janice Alvarado
Purpose The purpose of this paper is to study how individuals assess responsibility during an uncontrollable event requiring collective action, using crises affecting service workers as contexts. Specifically, the authors examine what parties consumers hold responsible for ensuring service worker welfare following an uncontrollable event and determine what factors make customers more open to accepting
-
Helping the organization but harming customers: a social identity perspective of unethical pro-organizational behavior Journal of Services Marketing (IF 5.246) Pub Date : 2023-08-11 Hongmin Yan, David Solnet, Tyler G. Okimoto
Purpose The purpose of this paper is to investigate a special type of unethical behaviors among frontline service employees – unethical pro-organizational behaviors (UPB). Building on social identity theory, the paper examines how social identifications with the organization and customers interactively affect employees' engagement in UPB. The paper also explores the underlying psychological mechanisms
-
Well-being co-creation in service ecosystems: a systematic literature review Journal of Services Marketing (IF 5.246) Pub Date : 2023-07-20 Mikèle Landry, Olivier Furrer
Purpose Following the continued development of transformative service research and the prevalence of the service-dominant logic in services marketing literature, increased scholarly interest centers on the co-creation of service actors’ well-being. In light of this significant evolution in service research, this study aims to provide a systematic review and synthesis of the growing, fragmented body
-
Language-related stereotype threat, customers’ well-being and its outcome Journal of Services Marketing (IF 5.246) Pub Date : 2023-07-03 Aaminah Zaman Malik, Audhesh Paswan
Purpose While language is vital for a successful service exchange, it can also become a source of vulnerability if one party is a non-native speaker in an inter-culture service encounter (ICSE). Hence, the purpose of this study is to understand the relationship between language-related stigma that non-native customers perceive in an ICSE and the associated psychological and behavioral responses. D
-
The impact of social media use on customer experiences within physical service environments Journal of Services Marketing (IF 5.246) Pub Date : 2023-06-06 Raechel Johns, Michael J. Walsh, Naomi F. Dale
Purpose To understand the impact of mobile social media use on absorption within the customer experience, and overall engagement with the physical service context, a qualitative research study was undertaken. In particular, this study aims to understand the impact of mobile technology use on service engagement by tourists. Design/methodology/approach In this study, two groups of tourists were sent
-
Liminal digital birthspaces: social media and consumer proactivity for well-being Journal of Services Marketing (IF 5.246) Pub Date : 2023-06-07 Marlini Bakri, Janet Davey, Jayne Krisjanous, Robyn Maude
Purpose Despite the prevalence of technology in health care, marketing research on social media in the birthspace is limited. The purpose of this paper is to explore how birthing women leverage social media for transformative well-being in the liminal context of birth. Design/methodology/approach A qualitative study of women who had recently experienced birth was undertaken. Thematic analysis of data
-
Business types matter: new insights into the effects of anthropomorphic cues in AI chatbots Journal of Services Marketing (IF 5.246) Pub Date : 2023-06-07 Kibum Youn, Moonhee Cho
Purpose This paper aims to examine the relationships between anthropomorphic cues (i.e. degrees of the humanized profile picture and naming) in artificial intelligence (AI) chatbots and business types (utilitarian-centered business vs hedonic-centered business) on consumers’ attitudes toward the AI chatbot and intentions to use the AI chatbot app and to accept the AI chatbot’s recommendation. Desi
-
How do influencers’ characteristics affect followers’ stickiness and well-being in the social media context? Journal of Services Marketing (IF 5.246) Pub Date : 2023-06-06 Hsiao-Han Lu, Ching-Fu Chen
Purpose Drawing on source credibility theory, this study aims to explore the relationship between influencers’ characteristics and followers’ well-being through followers’ stickiness to influencers’ channels or posts. Design/methodology/approach The authors gathered data through an online survey of 450 followers. The proposed hypotheses were examined using structural equation modeling. Findings Results
-
Too real? The conflicting roles of adaptation and authenticity in intercultural service encounters Journal of Services Marketing (IF 5.246) Pub Date : 2023-06-06 Ayesha Tariq, Melanie P. Lorenz, W. Frank Thompson
Purpose Intercultural service encounters (ICSEs) often require adaptation to the customer’s culture, thereby risking a reduction in the cultural authenticity of the experience. This study aims to research the optimum level of adaptation of an ICSE needed to achieve desired authenticity perceptions for positive consumer outcomes. The study also identifies the influence of generational cohorts and cultural