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High-performance work system in service sector: review and framework development 服务部门的高效工作系统:审查和框架开发
The Service Industries Journal Pub Date : 2023-07-28 DOI: 10.1080/02642069.2023.2240721
Dimple, Vijay Kuriakose
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引用次数: 0
A job demands-resources perspective on servant leadership and employee creativity 服务型领导和员工创造力的工作需求-资源视角
The Service Industries Journal Pub Date : 2023-07-22 DOI: 10.1080/02642069.2023.2238612
Jin Yang, Ting Yu, Juneho Song, Wenjun Cai, Ruowei Teng
{"title":"A job demands-resources perspective on servant leadership and employee creativity","authors":"Jin Yang, Ting Yu, Juneho Song, Wenjun Cai, Ruowei Teng","doi":"10.1080/02642069.2023.2238612","DOIUrl":"https://doi.org/10.1080/02642069.2023.2238612","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"59 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-07-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73877849","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: 0
Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis 用户使用基于人工智能的聊天机器人的意向:一个元分析
The Service Industries Journal Pub Date : 2023-07-07 DOI: 10.1080/02642069.2023.2217756
Bin Li, Yanhong Chen, Luning Liu, Bowen Zheng
{"title":"Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis","authors":"Bin Li, Yanhong Chen, Luning Liu, Bowen Zheng","doi":"10.1080/02642069.2023.2217756","DOIUrl":"https://doi.org/10.1080/02642069.2023.2217756","url":null,"abstract":"ABSTRACT\u0000 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-analysis to investigate the determinants that impact users' usage intention of AI-based chatbots. A total of 54 published articles with a combined sample size of 18,266 were included in our study. The findings suggest that attitude, perceived usefulness, and trust are critical factors for the adoption of AI-based chatbots. Furthermore, the study also found that economic level and gender have moderating effects on certain relationships, such as economic level has a moderating effect on the relationship between attitude and usage intention. The results of this study make substantial contributions to both practical and theoretical domains.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"2006 1","pages":"1117 - 1139"},"PeriodicalIF":0.0,"publicationDate":"2023-07-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82561175","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: 1
Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence 数字服务技术，服务机器人，人工智能，以及具有成本效益的卓越服务的战略途径
The Service Industries Journal Pub Date : 2023-06-30 DOI: 10.1080/02642069.2023.2226596
Jochen Wirtz, Johannes Hofmeister, Patricia Y. P. Chew, Xin (David) Ding
{"title":"Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence","authors":"Jochen Wirtz, Johannes Hofmeister, Patricia Y. P. Chew, Xin (David) Ding","doi":"10.1080/02642069.2023.2226596","DOIUrl":"https://doi.org/10.1080/02642069.2023.2226596","url":null,"abstract":"ABSTRACT 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) focused service factory, and (3) dual culture strategy, which allow firms to achieve cost-effective service excellence (CESE). We advance that these strategies are also excellent enablers for the development, implementation, and use of digital service technologies, service robots, and artificial intelligence (AI). First, the OM approach reduces process variations in service delivery, creating opportunities for leveraging technology to automate processes. Second, the focused service factory strategy enables high volumes of largely identical service transactions with minimized customer-induced variability, easing service automation. Third, the dual culture strategy ensures that digital automation is firmly customer-centric and achieves service excellence. We advance a set of propositions and research questions aimed at stimulating research at the intersection of the two streams of literature on digital service technologies and CESE.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"9 1","pages":"1173 - 1196"},"PeriodicalIF":0.0,"publicationDate":"2023-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78900888","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: 4
Inclusive leadership and team innovation in retail services 零售服务的包容性领导和团队创新
The Service Industries Journal Pub Date : 2023-06-27 DOI: 10.1080/02642069.2023.2228205
La Anh Duc, Nguyen Dinh Tho
{"title":"Inclusive leadership and team innovation in retail services","authors":"La Anh Duc, Nguyen Dinh Tho","doi":"10.1080/02642069.2023.2228205","DOIUrl":"https://doi.org/10.1080/02642069.2023.2228205","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"41 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-06-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80556257","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: 2
Work-family conflict, subjective well-being, burnout, and their effects on presenteeism 工作-家庭冲突、主观幸福感、倦怠及其对出勤的影响
The Service Industries Journal Pub Date : 2023-05-15 DOI: 10.1080/02642069.2023.2209507
Ali Ozduran, M. Saydam, K. Eluwole, Ememabasi Uwem Mertens
{"title":"Work-family conflict, subjective well-being, burnout, and their effects on presenteeism","authors":"Ali Ozduran, M. Saydam, K. Eluwole, Ememabasi Uwem Mertens","doi":"10.1080/02642069.2023.2209507","DOIUrl":"https://doi.org/10.1080/02642069.2023.2209507","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"171 11 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-05-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"76915074","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: 2
How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure 语音助手应该如何被听到?言语和语音温暖在语音助手服务故障中的缓解作用
The Service Industries Journal Pub Date : 2023-05-12 DOI: 10.1080/02642069.2023.2208522
Bo Huang, S. Sénécal
{"title":"How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure","authors":"Bo Huang, S. Sénécal","doi":"10.1080/02642069.2023.2208522","DOIUrl":"https://doi.org/10.1080/02642069.2023.2208522","url":null,"abstract":"ABSTRACT\u0000 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, this research explores how warmth can mitigate the negative consequences of service failure involving voice assistants. In two experiments using both physiological (EDA) and psychological measures, we show that the perception of warmth improves consumers’ emotional reactions and increases re-patronage intention following a negative service outcome. We also found that the optimal voice to be used for a voice assistant is a dynamic speech style combined with emotionally expressive and warm verbal content. These findings contribute to the knowledge of voice-based smart service interaction and provide insight into how to mitigate the negative consequences of service failure involving voice assistants.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"12 1","pages":"806 - 826"},"PeriodicalIF":0.0,"publicationDate":"2023-05-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"89352040","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: 1
Revisiting a model of customer engagement cycle: a systematic review 重新审视客户参与周期模型:系统回顾
The Service Industries Journal Pub Date : 2023-05-11 DOI: 10.1080/02642069.2023.2202912
Duc Hoang, Sofia Kousi, Luis F. Martinez, Satish Kumar
{"title":"Revisiting a model of customer engagement cycle: a systematic review","authors":"Duc Hoang, Sofia Kousi, Luis F. Martinez, Satish Kumar","doi":"10.1080/02642069.2023.2202912","DOIUrl":"https://doi.org/10.1080/02642069.2023.2202912","url":null,"abstract":"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 propose additional themes – including Experience, Organizational and Environmental Context, Customer Participation, Employee Participation, and Trust – and solidify the model with theoretical propositions for each theme. This paper’s originality comes from being the pioneer study to systematically examine each CE activity through the lens of an online-dominant context, while contributing to the CE literature. Recommendations for future research are provided for researchers of the CE field, calling for deeper investigation of existing theory, more attention to the areas in which e-commerce is developing rapidly, and additional prospective propositions for the CE cycle model to adapt to a post-pandemic world.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"98 1","pages":"579 - 617"},"PeriodicalIF":0.0,"publicationDate":"2023-05-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"83600264","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: 1
Call for Papers - Special Issue: Healthy Ageing and the Service Industries 征文-特辑:健康乐颐年与服务业
The Service Industries Journal Pub Date : 2023-05-10 DOI: 10.1080/02642069.2023.2212553
{"title":"Call for Papers - Special Issue: Healthy Ageing and the Service Industries","authors":"","doi":"10.1080/02642069.2023.2212553","DOIUrl":"https://doi.org/10.1080/02642069.2023.2212553","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"2 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-05-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78478523","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: 0
The influence of self-disclosure micro-celebrity endorsement on subsequent brand attachment: from an emotional connection perspective (Second revised version) 自我表露微名人代言对后续品牌依恋的影响:基于情感联系的视角(第二次修订版)
The Service Industries Journal Pub Date : 2023-05-10 DOI: 10.1080/02642069.2023.2209514
Tser-yieth Chen, Tsai-Lien Yeh, Ya-Wen Huang
{"title":"The influence of self-disclosure micro-celebrity endorsement on subsequent brand attachment: from an emotional connection perspective (Second revised version)","authors":"Tser-yieth Chen, Tsai-Lien Yeh, Ya-Wen Huang","doi":"10.1080/02642069.2023.2209514","DOIUrl":"https://doi.org/10.1080/02642069.2023.2209514","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"70 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-05-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84201045","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: 1
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