The Service Industries Journal最新文献_第9页

Social robot-delivered customer-facing services: an assessment of the experience 社交机器人提供面向客户的服务:对体验的评估

The Service Industries Journal Pub Date : 2023-01-26 DOI: 10.1080/02642069.2022.2163995

Santiago Forgas-Coll, R. Huertas-García, Antonio Andriella, G. Alenyà

引用次数: 4

Curvilinear relationship between customer engagement and responses to service failures 顾客参与与服务失败反应之间的曲线关系

The Service Industries Journal Pub Date : 2023-01-25 DOI: 10.1080/02642069.2022.2164273

Yun-na Park, Taeshik Gong

引用次数: 4

My new financial companion! non-linear understanding of Robo-advisory service acceptance 我的新财务伙伴!机器人咨询服务接受度的非线性理解

The Service Industries Journal Pub Date : 2023-01-18 DOI: 10.1080/02642069.2022.2161528

Eugene Cheng-Xi Aw, T. Zha, Stephanie Hui-Wen Chuah

{"title":"My new financial companion! non-linear understanding of Robo-advisory service acceptance","authors":"Eugene Cheng-Xi Aw, T. Zha, Stephanie Hui-Wen Chuah","doi":"10.1080/02642069.2022.2161528","DOIUrl":"https://doi.org/10.1080/02642069.2022.2161528","url":null,"abstract":"ABSTRACT Robo-advisory services are gaining traction and could usher in the next cycle of disruptive change in the financial services industry. Yet, many are reticent to embrace this service innovation for their wealth management. This study probes this phenomenon by examining the interplay among technology characteristics (i.e. performance expectancy, effort expectancy, and perceived security), human-like characteristics (i.e. perceived autonomy, perceived intelligence, and perceived anthropomorphism), and consumer characteristics (i.e. financial literacy and affinity for technology interaction) to explain the acceptance of robo-advisory services. For this purpose, a fuzzy set qualitative comparative analysis and an artificial neural network analysis were performed to uncover the interdependency and complexity of the proposed variables, based on 375 responses collected through a large consumer panel survey in China. The findings revealed the presence of six configurations conducive for high acceptance of robo-advisory services, with perceived anthropomorphism and a combination of perceived effort expectancy and perceived security identified as core conditions. Moreover, according to the artificial neural network analysis, perceived intelligence is the most important determinant of robo-advisory service acceptance. This study challenges the conventional linear and symmetric perspective adopted in prior research.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"161 1","pages":"185 - 212"},"PeriodicalIF":0.0,"publicationDate":"2023-01-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74196046","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: 8

Workplace bullying, psychological distress, job performance and employee creativity: the moderating effect of psychological resilience 职场欺凌、心理困扰、工作绩效与员工创造力:心理弹性的调节作用

The Service Industries Journal Pub Date : 2023-01-10 DOI: 10.1080/02642069.2022.2147514

Elham Anasori, Glauco De Vita, Kemal Gürkan Küçükergin

引用次数: 9

Test of a sequential mediation model of green management innovation 绿色管理创新的顺序中介模型检验

The Service Industries Journal Pub Date : 2023-01-09 DOI: 10.1080/02642069.2022.2164274

Osman M. Karatepe, K. Dahleez, Tahani Jaffal, M. Aboramadan

引用次数: 5

Dispositional awe, meaning in life, and socially responsible consumption 气质敬畏，生活意义，社会责任消费

The Service Industries Journal Pub Date : 2023-01-06 DOI: 10.1080/02642069.2022.2154757

Jing Hu

引用次数: 3

Antecedents of destination advocacy using symmetrical and asymmetrical modeling techniques 使用对称和不对称建模技术的目的地宣传前件

The Service Industries Journal Pub Date : 2022-12-16 DOI: 10.1080/02642069.2022.2146098

F. Ali, Gozde Turktarhan, Xianglan Chen, Murad Ali

引用次数: 0

From surviving to co-creating: the effects of the reshaped physical and social servicescape on customer citizenship behavior 从生存到共同创造:重塑的实体和社会服务逃逸对顾客公民行为的影响

The Service Industries Journal Pub Date : 2022-12-07 DOI: 10.1080/02642069.2022.2147513

M. Kim, Melissa A. Baker

{"title":"From surviving to co-creating: the effects of the reshaped physical and social servicescape on customer citizenship behavior","authors":"M. Kim, Melissa A. Baker","doi":"10.1080/02642069.2022.2147513","DOIUrl":"https://doi.org/10.1080/02642069.2022.2147513","url":null,"abstract":"The pandemic has reshaped customer perceptions of the new normal with both the physical and social service environments. Surprisingly, however, how reshaped servicescape design affects customers, especially their value co-creation behaviors, has not been studied. Drawing on value co-creation and signaling theory, this research aims to examine the comprehensive effects of the physical servicescape (signages, partitions, and spatial density) and the social servicescape (other customer misbehavior) on customer citizenship behavior and revisit intention via the mediating roles of perceived competence, perceived ethicality, and other customer trust. This study conducts two between-subjects experimental design studies with both written and pictorial manipulations in restaurant and retail store contexts to increase generalizability for services marketing. Signages and other customer misbehavior promote customer citizenship behavior through perceived competence and ethicality while partition shows the mixed results on customer perceptions. This paper contributes to servicescape and customer citizenship literature by identifying how the servicescape affects customer citizenship behavior via customers' perception. The findings of this current study also offer practical guidance as to how firms can be more strategic in design choices.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"14 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-12-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"79032542","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

Social media influencer popularity and authenticity perception in the travel industry 社交媒体影响着旅游业的人气和真实性认知

The Service Industries Journal Pub Date : 2022-12-06 DOI: 10.1080/02642069.2022.2149740

Sally Rao Hill, B. Qesja

{"title":"Social media influencer popularity and authenticity perception in the travel industry","authors":"Sally Rao Hill, B. Qesja","doi":"10.1080/02642069.2022.2149740","DOIUrl":"https://doi.org/10.1080/02642069.2022.2149740","url":null,"abstract":"ABSTRACT Influencer marketing on social media plays an increasingly vital role in the overall marketing strategies for travel products. Previous research suggests that while traditional celebrities create value through exclusiveness, Social Media Influencers (SMIs) establish their value through authenticity and connectedness. However, exactly how they convey their authenticity is not well researched. Drawing on signalling theory, this study investigates the effect of SMI popularity (using the size of the following as a proxy) on consumers’ purchase intention as an outcome of authenticity perception, considering the moderating role of SMI’s perceived motive. A between-subjects design was employed, with participants (n = 236) randomly assigned to one of the two experimental conditions. Data were analysed using ANOVA and PROCESS Macro. Findings from our study suggest that consumers see micro SMI endorsers as more truthful, genuine, and authentic, which leads to greater intention to purchase the travel product. The effect of SMI popularity on authenticity perception is stronger for those who believe that SMIs are generally self-serving when they endorse products. This research has important ramifications for managers in the selection of SMI endorsers of their travel products. It also has implications for influencers who endorse products on social media.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"28 1","pages":"289 - 311"},"PeriodicalIF":0.0,"publicationDate":"2022-12-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85736190","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

How do online review valence and ratings interact with consumer-generated visuals? 在线评论的效价和评级如何与消费者生成的视觉效果相互作用?

The Service Industries Journal Pub Date : 2022-11-25 DOI: 10.1080/02642069.2022.2142214

O. El-Said, Sayed Elhoushy, Sara Al Bulushi

引用次数: 1