Service Science archive最新文献_第3页

An Examination of Customers' Attitudes About Tabletop Technology in Full-Service Restaurants 全方位服务餐厅顾客对桌面科技态度的调查

Service Science archive Pub Date : 2016-06-01 DOI: 10.1287/SERV.2016.0132

Alex M. Susskind, Benjamin Curry

{"title":"An Examination of Customers' Attitudes About Tabletop Technology in Full-Service Restaurants","authors":"Alex M. Susskind, Benjamin Curry","doi":"10.1287/SERV.2016.0132","DOIUrl":"https://doi.org/10.1287/SERV.2016.0132","url":null,"abstract":"This paper examines the influence of customer-facing technology in full-service restaurants. As a new addition to the service experience, tabletop devices offer the customer more control over the dining experience, and also increase customer participation in the service process, which has the potential to upset the traditional exchange between service providers and customers in restaurants. To examine how customers react to the use of tabletop devices, this study examines 1,343 point-of-sales transactions from 20 units of a full-service casual dining restaurant chain and matches customer in-restaurant transactions to their reactions to tabletop devices used during their meals. Results show that over 70% of the customers who used tabletop devices reported positive affect toward the device, with approximately 79% of customers reporting that the device improved their experience, citing convenience, ease of use, and credit card security as some benefits of using the technology. Approximately 80% of the customers who used the device reported that they would return to the restaurant because of the positive affect. The results also indicate that likeability of the device and tip percentage were positively and significantly connected to customer reports of the devices having a positive effect on experience and on desire to return. In addition, when customers reported increased return intentions, likeability of the device was higher regardless of reports of the device improving restaurant experience, showing that the introduction of tabletop devices had a positive effect for most-but not all-customers.","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"26 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2016-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128252178","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}

引用次数: 22

Understanding Consumers' Inferences from Price and Nonprice Information in the Online Lodging Purchase Decision 了解消费者在网上住宿购买决策中对价格和非价格信息的推断

Service Science archive Pub Date : 2016-06-01 DOI: 10.1287/SERV.2016.0141

B. M. Noone, Stephani K. A. Robson

{"title":"Understanding Consumers' Inferences from Price and Nonprice Information in the Online Lodging Purchase Decision","authors":"B. M. Noone, Stephani K. A. Robson","doi":"10.1287/SERV.2016.0141","DOIUrl":"https://doi.org/10.1287/SERV.2016.0141","url":null,"abstract":"The sustained success of variable pricing for revenue management RM is dependent on the creation of appropriate price points at which to sell a given product offering. To date, few studies have considered the impact of nonprice information on consumer reaction to price, and none have investigated the relative weights that consumers assign to price and the nonprice information available to them during different phases of the purchase choice process. This exploratory study uses a combination of eye tracking and retrospective think-aloud RTA interviews to examine how consumers consider the price and nonprice content generated by the firm and the nonprice information generated by other consumers during two distinct phases of the online choice process: browsing and deliberation. This study's findings suggest that during browsing, firm-generated content appears to be very influential, particularly the image selected to represent the property in search results. Both firm-generated and user-generated content play a role in hotel choice during deliberation, with the interplay among several types of information being an important indication of value for consumers.","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2016-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134322470","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}

引用次数: 28

Call for Papers-Service Science Special Issue: Service-Dominant Logic: Institutions, Service Ecosystems, and Technology: Deadline for Submissions: December 1, 2016 征文-服务科学特刊:服务主导逻辑:机构、服务生态系统与技术:截稿日期:2016年12月1日

Service Science archive Pub Date : 2016-06-01 DOI: 10.1287/SERV.2016.0147

Irene C. L. Ng, S. Vargo

引用次数: 1

Understanding Online Hotel Reviews Through Automated Text Analysis 通过自动文本分析了解在线酒店评论

Service Science archive Pub Date : 2016-06-01 DOI: 10.1287/SERV.2016.0126

Shawn Mankad, H. Han, Joel Goh, S. Gavirneni

引用次数: 93

Is Investing in Social Media Really Worth It? How Brand Actions and User Actions Influence Brand Value 投资社交媒体真的值得吗?品牌行为和用户行为如何影响品牌价值

Service Science archive Pub Date : 2016-06-01 DOI: 10.1287/SERV.2016.0143

Anatoli Colicev, P. O'Connor, V. E. Vinzi

{"title":"Is Investing in Social Media Really Worth It? How Brand Actions and User Actions Influence Brand Value","authors":"Anatoli Colicev, P. O'Connor, V. E. Vinzi","doi":"10.1287/SERV.2016.0143","DOIUrl":"https://doi.org/10.1287/SERV.2016.0143","url":null,"abstract":"Although previous studies have documented a positive link between traditional media and brand performance, how social media is related to brand value has not yet been comprehensively explored. We propose a conceptual model to address this research gap, collecting a unique data set that captures information on user and brand actions on three social media platforms Facebook, Twitter, and YouTube, word-of-mouth, and brand value for 87 brands in 17 industries. We empirically test our model with partial least squares path modeling PLS-PM. First, we test the direct effects and find that user actions on YouTube and brand actions on Facebook have a positive influence on brand value. Second, we enrich our model by including word-of-mouth as a mediator, finding that the effect of social media goes above and beyond pure word-of-mouth spread. We test for alternative models, by first accounting for sample heterogeneity and second by including brand strength as a control variable, finding that the main model results' are indeed robust. Our study demonstrates that making use of social media positively relates to brand value, as well as validates a set of objective metrics to measure social media actions, thus advancing knowledge on social media marketing for both academics and practitioners.","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2016-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131272445","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}

引用次数: 35

Implementing Service Innovations in European Hotels 在欧洲酒店实施服务创新

Service Science archive Pub Date : 2016-06-01 DOI: 10.1287/SERV.2015.0121

C. Enz, Sean A. Way

引用次数: 10

Introduction to the Cornell Hospitality Research Summit Special Issue: The New Science of Service Innovation in a Multipartner World 康奈尔酒店研究峰会特刊导言:多合作伙伴世界中的服务创新新科学

Service Science archive Pub Date : 2016-06-01 DOI: 10.1287/SERV.2016.0148

C. Enz, R. Verma

引用次数: 1

Free Drink or Free Mug? Managing Service Experience with Experiential vs. Material Complimentary Gifts 免费饮料还是免费杯子?管理服务体验的经验与物质赠品

Service Science archive Pub Date : 2016-06-01 DOI: 10.1287/SERV.2016.0138

H. Chun, Yue Woon Hiang

{"title":"Free Drink or Free Mug? Managing Service Experience with Experiential vs. Material Complimentary Gifts","authors":"H. Chun, Yue Woon Hiang","doi":"10.1287/SERV.2016.0138","DOIUrl":"https://doi.org/10.1287/SERV.2016.0138","url":null,"abstract":"In the marketplace, complimentary gifts can take the form of experiential elements e.g., a meal or material items e.g., tangible objects such as a mug. We identify these free gifts as a meaningful service design choice that helps service providers innovate service. Specifically, we examine the circumstances under which experiential or material gifts are preferred and generate greater consumer satisfaction, enhancing the overall service experience. Across three experiments, we demonstrate that consumers are generally happier with experiential offerings, and they prefer and are more satisfied with experiential offerings on ordinary consumption occasions; experiential elements are believed to further enrich otherwise mundane experiences. However, this experiential advantage disappears for consumers on meaningful and special occasions because of a strong desire to obtain a memory cue that will help them recall the experience. Indeed, the preference for a material item holds only when the gift has the quality to serve as a salient memory marker. This research provides insight for managers to take into account consumption occasions or types of consumers e.g., special occasions, repeat customers to effectively design service bundles with complimentary gifts and thus better manage overall service experience.","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"151 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2016-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129106770","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}

引用次数: 10

United Nations World Tourism Organization Study on Online Guest Reviews and Hotel Classification Systems: An Integrated Approach 联合国世界旅游组织在线客人评论和酒店分类系统研究:一种综合方法

Service Science archive Pub Date : 2016-06-01 DOI: 10.1287/SERV.2016.0139

Anita Blomberg-Nygard, C. Anderson

引用次数: 51

Connecting Search Marketing to Hotel Revenue Management: Conjoint Analysis as a Methodology to Evaluate the Optimal Online Travel Agency Commission Fee 将搜索营销与酒店收益管理相结合:联合分析作为评估最优在线旅行社佣金的方法

Service Science archive Pub Date : 2016-06-01 DOI: 10.1287/SERV.2016.0137

J. Rest, Paolo Cordella, G. Loosschilder, Z. Schwartz

{"title":"Connecting Search Marketing to Hotel Revenue Management: Conjoint Analysis as a Methodology to Evaluate the Optimal Online Travel Agency Commission Fee","authors":"J. Rest, Paolo Cordella, G. Loosschilder, Z. Schwartz","doi":"10.1287/SERV.2016.0137","DOIUrl":"https://doi.org/10.1287/SERV.2016.0137","url":null,"abstract":"A growing amount of travel is booked through third-party Internet booking sites where the booking commission the hotels are charged is subject to negotiation. The fee varies, depending, among other things, on the search position a travel offering is advertised. In this paper we demonstrate how to quantify the value of the placement on the third-party search results page, and thus how to assess the appropriate placement associated fee taking the benefit of this position into account. A sample of 5,968 stated booking choices by 1,492 respondents on a fictitious online hotel booking website was analyzed using choice-based conjoint analysis. The empirical results support past observations and claims that the position of a hotel on the search page of a booking site has significant impact on the likelihood of being booked. We find, however, that this placement-based probability depends on the specific attributes of a hotel. The major contribution of this paper is the methodology we offer demonstrating how to determine the monetary value of various search results positions listing on an online travel agent OTA site for different hotel properties.","PeriodicalId":225278,"journal":{"name":"Service Science archive","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2016-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129339435","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}

引用次数: 17