Illuminating the unseen: How and why operational transparency mitigates customer dissatisfaction in platform-based services

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research Pub Date : 2025-07-03 DOI:10.1016/j.jbusres.2025.115574

Peihao Wang , Laurie Wu , Yuan Wang

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引用次数: 0

Abstract

Despite increasing consumer demand for transparent service delivery processes in platform-based services, the concept of operational transparency has not received sufficient scholarly attention in the service platform literature. Adopting the concept of operational transparency, which allows customers to observe the details of the service delivery process, our mixed-method research highlights the concept’s prominence in mitigating customer dissatisfaction toward both service platforms and service providers when the service delivery potentially is at risk of falling short. Drawing on signaling theory and equity theory, our research identifies perceived service effort as the key mechanism driving the effect of operational transparency and shows that it operates in a service party specific manner. In line with our theorization, we also showed that the effectiveness of this mechanism is moderated by the presence of service guarantees. These findings offer important contributions to both theory and practice, revealing a promising direction for future research.

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照亮看不见的：操作透明度如何以及为什么减轻客户对基于平台的服务的不满

尽管越来越多的消费者要求在基于平台的服务中提供透明的服务过程，但在服务平台文献中，操作透明度的概念并没有得到足够的学术关注。采用运营透明度的概念，允许客户观察服务交付过程的细节，我们的混合方法研究强调了这一概念在减轻客户对服务平台和服务提供商的不满方面的突出作用，当服务交付可能存在不足的风险时。利用信号理论和公平理论，我们的研究将感知服务努力确定为驱动运营透明度效果的关键机制，并表明它以服务方特定的方式运作。与我们的理论一致，我们还表明，这种机制的有效性受到服务保证的影响。这些发现对理论和实践都有重要的贡献，为未来的研究指明了一个有希望的方向。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Business Research BUSINESS-

CiteScore

20.30

自引率

10.60%

发文量

956

期刊介绍： The Journal of Business Research aims to publish research that is rigorous, relevant, and potentially impactful. It examines a wide variety of business decision contexts, processes, and activities, developing insights that are meaningful for theory, practice, and/or society at large. The research is intended to generate meaningful debates in academia and practice, that are thought provoking and have the potential to make a difference to conceptual thinking and/or practice. The Journal is published for a broad range of stakeholders, including scholars, researchers, executives, and policy makers. It aids the application of its research to practical situations and theoretical findings to the reality of the business world as well as to society. The Journal is abstracted and indexed in several databases, including Social Sciences Citation Index, ANBAR, Current Contents, Management Contents, Management Literature in Brief, PsycINFO, Information Service, RePEc, Academic Journal Guide, ABI/Inform, INSPEC, etc.