Service Science archive最新文献

{"title":"Service Systems Analysis Methods and Components: A Systematic Literature Review","authors":"R. Frost, Kelly A. Lyons","doi":"10.1287/SERV.2017.0180","DOIUrl":"https://doi.org/10.1287/SERV.2017.0180","url":null,"abstract":"The service system has been proposed as the basic abstraction of service science and, as a result, there has been much interest in the study and analysis of service systems in recent years. This paper presents the results of a systematic literature review of recent literature on service systems through which we characterize recent changes in direction and focus in service system research and identify new emphases and areas of focus. We discuss three approaches to service system analysis: descriptive, prescriptive, and evaluative. We also discuss new research focused on studying the components of service systems. Based on research gaps observed in our review, we identify eight specific opportunities and three broad directions for future research: 1 refocusing attention on a greater diversity of research designs and analytical approaches, 2 leveraging new perspectives to perform more ontological work on system components, and 3 fostering a better understanding of the role of innovation. We present a framework of our key findings, depicting the overarching logic linking research questions, opportunities, and directions.","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"9 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128843828","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case","authors":"Urvashi Tandon, R. Kiran, A. N. Sah","doi":"10.1287/SERV.2016.0159","DOIUrl":"https://doi.org/10.1287/SERV.2016.0159","url":null,"abstract":"The purpose of this research is to develop a research model to understand the important dimensions of website service quality and its influence on repurchase intention. The study also analyzes the mediating effect of customer satisfaction on repurchase intention. The results of empirical analysis confirmed that website quality can be conceptualized as a composite of navigation, ease of understanding, information usefulness, website design, ease of use, security and privacy, ease of ordering, and customization. Second, website quality positively affects repurchase intention and customer satisfaction. Third, website service quality can affect repurchase intention by enhancing mediators like customer satisfaction, as it has full mediating effect on repurchase intention. This study has developed the instrument dimensions of website service quality in online shopping context. The study has also refined the scale of repurchase intention by including \"cash-on-delivery\" COD mode of payment as a new dimension to inculcate confidence for online shopping in emerging economies. \u0000 \u0000The online appendix is available at http://dx.doi.org/10.1287/serv.2016.0159 .","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"99 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115155071","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The Dynamics of Consumer Engagement with Mobile Technologies","authors":"Vijay Viswanathan, L. Hollebeek, E. Malthouse, E. Maslowska, S. Kim, Wei Xie","doi":"10.1287/SERV.2016.0161","DOIUrl":"https://doi.org/10.1287/SERV.2016.0161","url":null,"abstract":"While important insights about the customer engagement concept have been gleaned in recent literature, little remains known regarding the nature and dynamics characterizing customers' engagement with mobile devices, particularly from a longitudinal perspective. Therefore, the objective of this paper is to examine how customer engagement with mobile technology is related to purchase behaviors over time as a dynamic iterative process. A unique database addressing customers' mobile engagement and purchase behaviors is used for the analysis. The results from a vector autoregressive VAR model suggest that customer mobile disengagement, where consumers abandon an app, has a strong negative long-term effect on purchase behaviors. However, purchase behaviors can alleviate the level of disengagement. The study, therefore, provides novel findings pertaining to the dynamic interrelationship between customers' engagement with new digital media and purchase behaviors, and therefore it has important scholarly and managerial implications.","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"48 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128641948","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Editorial Column-New Directions in Service Science: Value Cocreation in the Age of Autonomous Service Systems","authors":"P. Maglio","doi":"10.1287/SERV.2017.0175","DOIUrl":"https://doi.org/10.1287/SERV.2017.0175","url":null,"abstract":"","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"106 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114238763","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Impact of Service Value on Satisfaction and Repurchase Intentions in Business-to-Business Cloud Computing","authors":"R. S. Padilla, S. Milton, L. Johnson, M. Nyadzayo","doi":"10.1287/SERV.2016.0163","DOIUrl":"https://doi.org/10.1287/SERV.2016.0163","url":null,"abstract":"Businesses are starting to use several cloud computing services, but we do not know much about how these business-to-business B2B customers view the service value that they receive from these services. Service value in the business-to-consumer B2C literature has been seen to be made up of four components, all shown to relate to the customer's satisfaction and intention to repurchase. In this current paper, we examine whether these same four components can be used in a model explaining satisfaction and repurchase intention for B2B cloud computing services. We describe a two-step research project consisting of 1 a set of exploratory interviews and 2 a questionnaire survey of 328 information technology IT managers. The interview step resulted in confirmation of the existing four components of service value from the B2C literature. We also uncovered a fifth component that we have called cloud service governance. We then developed a survey instrument to measure these five service value dimensions as well as satisfaction and intention to repurchase. We used structural equation modeling SEM to estimate a structural model that linked the perceptions of these service value components to customer satisfaction and repurchase intentions. Our results will enable B2B customers to better understand the components of service value in cloud services, and cloud service vendors will be able to measure how well their services are leading to value and satisfaction for their customers.","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"166 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132068382","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Introduction to the Special Section on Cocreating the Customer Service Experience with High Tech and High Touch","authors":"X. Ding, M. M. Davis","doi":"10.1287/SERV.2017.0172","DOIUrl":"https://doi.org/10.1287/SERV.2017.0172","url":null,"abstract":"This is the fixed version of an article made available by an organization that acts as a publisher by formally and exclusively declaring the article \"published\". If it is an \"early release\" article (formally identified as being published even before the compilation of a volume issue and assignment of associated metadata), it is citable via some permanent identifier(s), and final copy-editing, proof corrections, layout, and typesetting have been applied.","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"115 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124135751","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Service Marketing and Adoption of Promotional Technology: A Qualitative Study","authors":"Eileen Bridges, Charles F. Hofacker","doi":"10.1287/SERV.2016.0144","DOIUrl":"https://doi.org/10.1287/SERV.2016.0144","url":null,"abstract":"This qualitative research used a grounded theory approach to better understand how adoption of technologies that are new to the service organization can impact the nature of interactions between individuals in information technology IT and other functional areas; this study focuses on the interface between marketing and IT. Literature-based conceptual development informed in-depth interviews with executives from both functional areas at five growth-oriented service firms, in regard to periods of change related to adopting new marketing technologies. A total of 14 in-depth interviews were completed, with individuals representing dyads comprised of one manager from marketing and one from IT, who experienced the relationship changes that resulted. Findings suggest that, because of the demands of engaging in more intensive collaboration, there is a realized need to develop new workflow processes to assist in decision making and to reduce the likelihood of internal conflict. The enhanced flexibility and range required by individuals involved in the adoption of new promotional technologies were not always a good fit with their personal styles or goals. For instance, there was a decrease in felt power and independence of individuals in the marketing functional area, owing to the need for greater reliance on skills and capabilities of IT personnel. Individuals in each dyad described how they adapted to their new realities, including how they felt, what changes they had to make to adapt, and the resulting modifications in work processes. Perhaps the most interesting outcome of the research is the characterization of the revised internal interaction processes that were developed to allow for improved communication and understanding. The integration of future technology-based marketing tools into managerial decision making will most likely require similar adaptations of workflow processes. It is anticipated that adoption of new technologies at other internal boundaries may also result in similar need for change. Therefore, future research might empirically test the propositions and conceptual model, examining their applicability to technology adoption and workflow change at other internal boundaries as well as in other industries and other locations.","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"126 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2016-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125588879","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Call for Papers-Service Science Special Issue: Advancing Health Services: Deadline for Submissions: March 15, 2017","authors":"L. Maillart, M. Mayorga","doi":"10.1287/SERV.2016.0160","DOIUrl":"https://doi.org/10.1287/SERV.2016.0160","url":null,"abstract":"","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"264 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2016-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133696953","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Understanding Online Shopping Adoption in India: Unified Theory of Acceptance and Use of Technology 2 UTAUT2 With Perceived Risk Application","authors":"Urvashi Tandon, R. Kiran, A. N. Sah","doi":"10.1287/SERV.2016.0154","DOIUrl":"https://doi.org/10.1287/SERV.2016.0154","url":null,"abstract":"The purpose of this research is to analyze perceived risk and drivers of online shopping influencing behavioral intention in India. The study empirically validates website design, cash-on-delivery COD mode of payment, and different facets of perceived risk with the unified theory of acceptance and use of technology2 UTAUT2 of Venkatesh et al. [Venkatesh V, Thong JYL, Xu X 2012 Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quart. 361:157-178]. Findings of the study revealed that perceived risk had a negative relation with behavioral intention, whereas the drivers were positively associated with behavioral intention. Besides analyzing cash-on-delivery mode of payment as a construct, it also includes website design to enhance application of UTUAT2 in Indian and other similar developing countries' context. The study will help online retailers to focus in the right direction by eliminating threats and convert nonshoppers to online shoppers.","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"22 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2016-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128456445","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Smart Data Pricing: The Value of Shared Data Plans","authors":"Yue Jin, Z. Pang","doi":"10.1287/SERV.2016.0133","DOIUrl":"https://doi.org/10.1287/SERV.2016.0133","url":null,"abstract":"This paper studies a monopoly telecom operator's decision on the adoption of shared data plans. A shared data plan allows sharing data quota among multiple devices or users, while conventional single device data plans only allow the use of a single device. We develop analytical models and compare a simple shared data plan i.e., bundling pricing to single device data plans i.e., partitioned pricing. We aim to identify key factors that drive the optimal pricing policies under the two pricing plans and the value of data shared plans. We first consider a base model with independent consumer valuations usages of different devices. We find a threshold on the unit usage cost below which the shared data plan yields more profits than single device data plans. The optimal price for the shared data plan is less than the sum of the single device data plans. The disparity of the devices' mean usages reduces the relative value of the shared data plan against the single device data plans. We also show that shared data plans increases the social welfare and consumer surplus when it yields a higher profit. We then examine the effects of complementarity and substitution between consumer valuations of the devices on the value of data shared plans. Two commonly used approaches to modeling the complementarity and substitution in the literature are considered: utility scaling and correlation. We examine how the utility scaling factor and correlation affect the value of shared data plans, respectively. We find that a higher degree of complementarity or a lower degree of substitution may not necessarily increase the value of shared data plan, which is counter to our common intuition that shared data plans are more attractive for complementary products. We provide the rationale and managerial insights. We also examine the value of bundling under a quadratic usage cost function.","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"29 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2016-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130156504","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}