The Service Industries Journal最新文献_第7页

Unlearning in service contexts: a moderated-mediation model 服务上下文中的遗忘:一个被调节的中介模型

The Service Industries Journal Pub Date : 2023-05-10 DOI: 10.1080/02642069.2023.2209930

Michael Yao-Ping Peng, O. Golra, Majid Khan, T. Garavan, Yong-Sheng Chang, Muhammad Usman

引用次数: 2

Startup initiatives in social service industries: cohousing and energy communities 社会服务行业的创业计划:共同居住和能源社区

The Service Industries Journal Pub Date : 2023-05-03 DOI: 10.1080/02642069.2023.2209018

Manuel Sanchez-Robles, R. Puertas, D. Ribeiro-Soriano

引用次数: 2

How satisfactory are empathetic care and robotic assistance in telemedicine services? 远程医疗服务中的移情护理和机器人辅助有多令人满意?

The Service Industries Journal Pub Date : 2023-04-28 DOI: 10.1080/02642069.2023.2199990

S. Saxena, A. Prashar

{"title":"How satisfactory are empathetic care and robotic assistance in telemedicine services?","authors":"S. Saxena, A. Prashar","doi":"10.1080/02642069.2023.2199990","DOIUrl":"https://doi.org/10.1080/02642069.2023.2199990","url":null,"abstract":"ABSTRACT Telemedicine healthcare and assistive robotic technologies are gaining popularity as support systems for traditional healthcare practices. However, there are concerns regarding the use of these digital services due to their lack of empathy and intimacy. This paper investigates the impact of physicians’ empathetic care and telepresence robot assistance on patients’ intimate experience and satisfaction. We employ a multi-method design to achieve our research objective. The first study utilizes a 2 (digital empathetic care: high vs. low) × 2 (telepresence robot assistance: present vs. absent) × 2 (severity of illness: high vs. low) between-subject experimental design involving 287 participants who have used robotic assistance and telemedicine services. The findings from this study confirm that the telepresence robotic assistance and empathetic care by physicians positively impact intimate experience and patient satisfaction significantly more for patients with low severity of illness, thus confirming the significant moderated-moderated mediation effect. The second study employs field data (n = 4629 reviews) to further validate the telepresence robots’ usability in establishing intimate patient experiences in digital settings. The study recommends to healthcare practitioners that empathetic care and robotic assistance are essential factors for building intimate experience and patient satisfaction in telehealthcare services.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"336 1","pages":"827 - 853"},"PeriodicalIF":0.0,"publicationDate":"2023-04-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"91456966","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

Consumer well-being (CWB): conceptualisation, contextualisation and a research agenda 消费者福祉(CWB):概念化，情境化和研究议程

The Service Industries Journal Pub Date : 2023-04-28 DOI: 10.1080/02642069.2023.2197644

M. Eshaghi, Mona Afshardoost, J. Bowden

{"title":"Consumer well-being (CWB): conceptualisation, contextualisation and a research agenda","authors":"M. Eshaghi, Mona Afshardoost, J. Bowden","doi":"10.1080/02642069.2023.2197644","DOIUrl":"https://doi.org/10.1080/02642069.2023.2197644","url":null,"abstract":"ABSTRACT Consumer well-being (CWB) is an important multifaceted concept which contributes directly to consumers’ need satisfaction at the material, emotional, social, and physical levels. Despite interest in the concept, contemporary research on CWB is limited in agreement over its definition, measurement and characterisation leaving The term ambiguous, abstract, and with no universally agreed upon conceptualisation. We seek to provide a concise review of current research on the concept of CWB. Our review comprises 265 peer-review articles drawn from scholarly databases, which have been analysed according to a range of theoretical and methodological foci. An in-depth systematic literature review approach was followed. With regard to CWB foci, the review illustrates that CWB research has focused on individual consumer entities with a self-beneficiary foci. Secondly, the review identifies four CWB themes, namely wellbeing, well doing, well having and well becoming. Although, scholars refer to all of these as CWB, they vary in their theoretical conceptualisation, operationalisation and reference to temporal states. Thirdly, the review identifies two mega themes within CWB research namely definition centrality and problem centrality. A framework for CWB is subsequently proposed according to context-based versus object-based modelling. The review concludes by presenting a researcher guideline for CWB and an agenda for future research.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"1 1","pages":"618 - 641"},"PeriodicalIF":0.0,"publicationDate":"2023-04-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82334721","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

Task stressors, team reflexivity, and proactive customer service performance 任务压力源，团队反身性，以及主动的客户服务表现

The Service Industries Journal Pub Date : 2023-04-18 DOI: 10.1080/02642069.2023.2197221

Ahsan Ali, Ali Nawaz Khan

引用次数: 4

Hospitality as the bridge: advancing transformative service research towards human flourishing 以好客为桥梁:推动变革服务研究走向人类繁荣

The Service Industries Journal Pub Date : 2023-04-08 DOI: 10.1080/02642069.2023.2197222

Makarand Mody

{"title":"Hospitality as the bridge: advancing transformative service research towards human flourishing","authors":"Makarand Mody","doi":"10.1080/02642069.2023.2197222","DOIUrl":"https://doi.org/10.1080/02642069.2023.2197222","url":null,"abstract":"ABSTRACT\u0000 As an increasingly important paradigm in the services domain, transformative service research (TSR) emphasizes the need for improving the well-being of entities inside and outside the service organization. The present article offers that hospitality – as an ethic and experience – offers compelling avenues to move the TSR agenda to its next stage of evolution. Specifically, given its indelible connections to the fledging paradigm of human flourishing, hospitality provides tangible pathways for service organizations to effect transformative value creation as systemic human flourishing at the individual, collective, and ecosystem levels. The article examines this proposition in the context of research at the intersection of hospitality and healthcare. It then offers a novel conceptual framework – Hospitality-Oriented Systems of Transformation In Services (HOSTIS) – that uses hospitality as the starting point and the bridge between the two paradigms of TSR and human flourishing. The article concludes with opportunities for future research that addresses the key conceptual and empirical considerations of the framework. The HOSTIS framework recognizes the potential of service organizations to contribute to a flourishing society.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"29 1","pages":"423 - 453"},"PeriodicalIF":0.0,"publicationDate":"2023-04-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88487718","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: 3

Eliciting consumer-engagement and experience to foster consumer-based-brand-equity: moderation of perceived-health-beliefs 诱导消费者参与和体验以促进基于消费者的品牌资产:感知健康信念的调节

The Service Industries Journal Pub Date : 2023-04-02 DOI: 10.1080/02642069.2023.2191953

Mir Shahid Satar, R. Rather, S. H. Parrey, Huda Khan, Tareq Rasul

{"title":"Eliciting consumer-engagement and experience to foster consumer-based-brand-equity: moderation of perceived-health-beliefs","authors":"Mir Shahid Satar, R. Rather, S. H. Parrey, Huda Khan, Tareq Rasul","doi":"10.1080/02642069.2023.2191953","DOIUrl":"https://doi.org/10.1080/02642069.2023.2191953","url":null,"abstract":"Although consumer-brand-engagement (CBE) and consumer-brand-experience (CBX) are identified as important research priorities, empirically based insights regarding their relationship with tourism-consumers' resulting consumer-value cocreation (CVC), emotional-attachment and consumer-based-brand-equity (CBBE) remains scant, particularly during COVID-19 pandemic. In responding to this research gap, following Service-Dominant-Logic and Protection-Motivation-informed theories, we propose and test a model that explores the influence of CBE and CVC on CBX, which consequently effects emotional-attachment and CBBE with tourism service-brands. To explore such issues, we recruit a sample of 318 customers by using PLS-SEM. PLS-SEM-results indicate that CBE has a positive impact on CVC and CBX. Second, findings reveal CBX's positive influence on emotional-attachment and CBBE. Third, results corroborated the CBE's and CVC's indirect effect on emotional-attachment and CBBE, as mediated through CBX. Finally, findings illustrated a negative moderating influence of perceived-severity and positive moderating effect of self-efficacy among projected associations. We offer significant theoretical/managerial implications that develop from this study. © 2023 Informa UK Limited, trading as Taylor & Francis Group.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"221 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-04-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"76642296","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: 3

Services purchase from the informal economy using digital platforms 使用数字平台从非正规经济中购买服务

The Service Industries Journal Pub Date : 2023-03-23 DOI: 10.1080/02642069.2023.2189242

I. Horodnic, C. Williams, Andreea Apetrei, Mara Mațcu, Adrian V Horodnic

引用次数: 1

Revolutionizing services with cutting-edge technologies post major exogenous shocks 用尖端技术革新服务经历了重大的外生冲击

The Service Industries Journal Pub Date : 2023-03-12 DOI: 10.1080/02642069.2023.2185934

Nisreen Ameen, G. Viglia, L. Altınay

引用次数: 3

Determinants and consequences of trust in AI-based customer service chatbots 基于人工智能的客户服务聊天机器人信任的决定因素和后果

The Service Industries Journal Pub Date : 2023-03-10 DOI: 10.1080/02642069.2023.2166493

A. V. Prakash, Arun Joshi, Shubhi Nim, Saini Das

引用次数: 4