Journal of Service Management最新文献

{"title":"Emotional communication by service robots: a research agenda","authors":"Marc Becker, Emir Efendić, Gaby Odekerken-Schröder","doi":"10.1108/josm-10-2021-0403","DOIUrl":"https://doi.org/10.1108/josm-10-2021-0403","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Many service industries are facing severe labor shortages. As a result, service providers are turning to new sources of labor, such as service robots. Critics however often point out that service robots lack emotional communication capabilities without which they cannot be expected to truly replace human employees and fill the emerging labor market gaps. Here, a research agenda for the investigation of the role of emotional communication by service robots and its effects on customers and their service experience are laid out. This paper aims to propose that research in this area will further understanding of how service robots can add value to service frontlines, engage customers, increasingly replace service employees and ultimately help overcome pressing labor shortages.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A research agenda structured around the three-step emotional communication process (i.e. read, decide and express) and the four emotional communication strategies crucial for service interactions (i.e. mimicking, alleviating, infusing and preventing) are conceptualized.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p> Three contributions are made. First, the importance of emotional communication by service robots during service interactions is highlighted. Second, interdisciplinary research priorities and opportunities in this emerging field are mapped out. Third, a theoretical structure to connect the findings of future studies is provided.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>Service research investigating the role and implications of emotional communication by service robots is scarce. A research agenda to guide the exploration of this crucial, yet underresearched component of customer-robot service interactions is structured and mapped out.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"42 18","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-04-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166707","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Opportunities for social activism in transformative service research: a research agenda","authors":"Joona Keränen, Laura Olkkonen","doi":"10.1108/josm-11-2021-0446","DOIUrl":"https://doi.org/10.1108/josm-11-2021-0446","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This paper highlights the potential of social activism – defined as a public act that aims to challenge the status quo by bringing alternative views or narratives to the debate – in transformative service research and proposes a future research agenda.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This paper builds upon a review of social activism in the management and communications literature to identify its potential for social change in service (eco)systems.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This paper outlines three ways in which social activism can influence companies (external activism, internal activism, and activism as practice) and illustrates how they can be used to advance transformative service research in selected priority areas.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>This paper develops a future research agenda and suggests research questions that could guide scholarly inquiry at the intersection of social activism and transformative service research.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>For managers and policy makers, this paper highlights how social activism can influence companies' attempts to drive social change.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This paper is among the first to link social activism and transformative service research and highlight novel research opportunities at their intersection.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"42 20","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-04-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166705","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Theorising brand aura","authors":"Nicholas Alexander, Anne Marie Doherty","doi":"10.1108/josm-12-2021-0468","DOIUrl":"https://doi.org/10.1108/josm-12-2021-0468","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Building on Walter Benjamin's philosophical reflections on aura and authenticity, this article aims to conceptualise and theorise brand aura.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This article extends understanding of brand aura within the management, marketing and tourism literature with reference to Benjamin's framing of aura and authenticity in time and space.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Within a Benjaminian framework this article theorises brand aura and offers a conceptualisation of the antecedents of brand aura. It explores the duality of what is termed here as artefactual authenticity and existential authenticity. It illustrates the central role of consumers' <em>mémoire involontaire</em> in the realisation of brand aura. Within this Benjaminian framework, the article explores how artefactual authenticity is preceded by brand essence, while existential authenticity precedes brand essence. Implications for the management of the service encounter are discussed with reference to territorial legitimacy and historical testimony in the context of the firm's role in supporting consumer experiential engagement.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This article advances theoretical understanding of how consumers engage experientially with brand aura and how firms curate brand aura.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"42 16","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-04-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166708","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Value co-creation through social media: a multistakeholder, communication perspective","authors":"Silvia Ravazzani, Simon Hazée","doi":"10.1108/josm-11-2021-0411","DOIUrl":"https://doi.org/10.1108/josm-11-2021-0411","url":null,"abstract":"<h3>Purpose</h3>\u0000<p> Despite an increasing body of research on value co-creation through social media, service organizations still face difficulties in leveraging the potential of social media communication to facilitate value co-creation with multiple stakeholders. This article addresses this challenge by adopting a multistakeholder, communication perspective.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p> This article uses a conceptual approach and builds upon concepts widely recognized in the public relations (PR) literature to assess communication in multistakeholder social media-mediated exchanges.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p> This article discusses the role of social media communication in enabling value co-creation as well as the communicative challenges that come along with it. Moreover, applying PR academic insights to the service innovation and service recovery research fields, it advances theoretical propositions that predict how service organizations can successfully build upon the social media communication fundamentals – namely dialogue, engagement, social presence and conversational human voice – to trigger value co-creation with and among multiple stakeholders.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p> This article introduces selected relevant theoretical concepts from the PR field and develops novel theoretical propositions that are likely to make unique contributions to the service management field. The article also advances future research avenues that will help service and communication scholars together move the field forward.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"42 15","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-04-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166709","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Employee-(ro)bot collaboration in service: an interdependence perspective","authors":"Khanh Bao Quang Le, Laszlo Sajtos, Karen Veronica Fernandez","doi":"10.1108/josm-06-2021-0232","DOIUrl":"https://doi.org/10.1108/josm-06-2021-0232","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Collaboration between frontline employees (FLEs) and frontline robots (FLRs) is expected to play a vital role in service delivery in these increasingly disrupted times. Firms are facing the challenge of designing effective FLE-FLR collaborations to enhance customer experience. This paper develops a framework to explore the potential of FLE-FLR collaboration through the lens of interdependence in customer service experience and advances research that specifically focuses on employee-robot team development.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This paper uses a conceptual approach rooted in the interdependence theory, team design, management, robotics and automation literature.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This paper proposes and defines the Frontline employee – Frontline robot interdependence (FLERI) concept based on three structural components of an interdependent relationship – joint goal, joint workflow and joint decision-making authority. It also provides propositions that outline the potential impact of FLERI on customer experience and employee performance, and outline several boundary conditions that could enhance or inhibit those effects.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>Managerial insights into designing an employee-robot team in service delivery are provided.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study is the first to propose a novel conceptual framework (FLERI) that focuses on the notion of human-robot collaboration in service settings.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"42 11","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-04-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166713","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Better together: involving consumers in the ideation, creation and dissemination of transformative value","authors":"Nicola Bilstein, Peeter W.J. Verlegh, Jan Klostermann, Ezgi Akpinar","doi":"10.1108/josm-11-2021-0414","DOIUrl":"https://doi.org/10.1108/josm-11-2021-0414","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Consumers play a central role in the creation of transformative value, enhancing the well-being of people and the planet. With this article, the authors synthesize service and communication scholars' views to conceptually discuss opportunities and challenges on how to involve consumers in the ideation, creation and dissemination of transformative value. In doing so, the authors identify avenues for future research.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This research relies on a review of service and communication literature, connecting their insights to real world examples.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Consumers are involved in the ideation, creation and dissemination of transformative value by engaging in customer innovation, customer participation and customer dissemination behaviors. In relation to these types of customer involvement, four overarching research themes emerge in the context of transformative services: (1) the voice of the non-customer, (2) protecting vulnerable customers, (3) consumer literacy and (4) WOM as a double-edged sword.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This research contributes to transformative service research by assessing the opportunities and challenges related to customers' involvement in the ideation, creation and dissemination of transformative value. Additionally, it identifies avenues for the future at the intersection of communication and service research.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"42 14","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-04-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166710","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Crisis communication in service ecosystems: perspectives and future challenges","authors":"Lorena Blasco-Arcas, Jesper Falkheimer, Mats Heide","doi":"10.1108/josm-11-2021-0436","DOIUrl":"https://doi.org/10.1108/josm-11-2021-0436","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The purpose of this article is to offer new insights into crisis communication in service ecosystems. The authors present a framework to conceptually categorize service crises and then analyze key aspects of crisis communication among different stakeholders in a service ecosystem.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Building on crisis communication and service ecosystems research, we propose a framework to better understand crisis communication during service crises in service ecosystems. In doing so, we propose a typology of service crisis in service ecosystems and identify the main factors of crisis communication under the lens of the Rhetorical Arena Theory (RAT).</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This article integrates communication theory and service research in the area and identifies different key dimensions to gain a deeper understanding of crisis communication in service ecosystems. Moreover, and building on RAT, several research lines are recommended in order to explore further macro (i.e. the role and interactions between different stakeholders in the event of a crisis) and micro (i.e. individual aspects related to the context, media, genre and text) dimensions, and their importance during the communication process.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>Our framework offers a typology of service crises and suggests the importance of considering a multi-actor, multi-channel perspective in communication when a crisis occurs in order to monitor and avoid the potential negative impact for both the organization's recovery and the service ecosystem evolution afterward.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"42 10","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166727","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Rethinking nonprofit service disintermediation through service communication interactions","authors":"Sarah-Louise Mitchell, Moira K. Clark","doi":"10.1108/josm-10-2021-0401","DOIUrl":"https://doi.org/10.1108/josm-10-2021-0401","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>A significant management issue for nonprofit organisations (NPOs) is the disconnect between services beneficiaries and the funders of those services. Individual donors and fundraisers provide the resources to enable other people (or animals) to be supported. The purpose of this paper is to address this service management challenge through new types of customer service interactions that bring together service donors and service recipients through innovative digital communication.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Based on a review, and illustrated by recent examples of innovative best practice, the authors develop a new conceptual framework for understanding the relationship between customer participation and service brand communication.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The paper starts by identifying the problem of “nonprofit service disintermediation”. The paper also outlines the inadequacies of popular frameworks of communication, widely taught in business schools, to understand the new reality of customer-service organisation engagement in the digital age. Through adopting a customer engagement lens, the paper develops a new conceptual framework for understanding the relationship between customer participation and service brand communication.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>Given the authors’ focus on the intersection between new communication opportunities and customer service interactions, this paper adds novel insight to theory and raises important implications for management.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The paper explores how, through these new communication interactions, engagement with, and loyalty to, the brand is built over time in a fluid and dynamic way. It identifies a disintermediated relationship, distinct to other service contexts, but significant in terms of value and social impact.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"42 9","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166728","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Delineating transformative value creation through service communications: an integrative framework","authors":"Rodoula H. Tsiotsou, S. Diehl","doi":"10.1108/josm-11-2021-0420","DOIUrl":"https://doi.org/10.1108/josm-11-2021-0420","url":null,"abstract":"PurposeTransformative value is a central tenet of transformative service research (TSR) because it affects individual and community well-being, quality of life and sustainability. Although transformative value plays a significant role in well-being, the literature suffers from a lack of sound interdisciplinary conceptual frameworks that delineate how transformative value is created in services throughout the service consumption process. Therefore, the purpose of this paper is to examine the nature and role of service communications during the various stages of the service consumption process to enable the creation of transformative value for people and the environment.Design/methodology/approachTo achieve the above goal, the authors integrate agenda-setting theory (media theory) combined with framing and relational dialectics (communication theories) as well as TSR.FindingsIn line with the objectives of the study, the authors propose an integrative framework named Transformative Value Creation via Service Communications (TVCSC) that explains how firms set their transformative corporate agendas through their dialectics with consumers, society and media. This transformative agenda is reflected in the marketing mix of their services (7Ps) as communicated with various means, physically and digitally (sales/frontline personnel, advertising, CSR, social media and website). Recommendations for a transformative marketing mix are provided. Furthermore, TVCSC illustrates how value is co-created in all customer–firm interactions via relationship dialectics throughout the service consumption process to result in transformative value outcomes.Research limitations/implicationsThe proposed framework identifies several research gaps and provides useful future research directions.Originality/valueThis is the first comprehensive framework that explains how transformative value is created through the various communications in services and is the outcome of value co-creation interactions of the service consumption process.","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"22 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-04-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78487183","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms","authors":"Bart Larivière, Edith Gloria Smit","doi":"10.1108/josm-01-2022-0033","DOIUrl":"https://doi.org/10.1108/josm-01-2022-0033","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Numerous requests to also take care of people (i.e. societal impact) and planet (i.e. environmental impact) in addition to making profits (i.e. economic impact) urge service firms to rethink their marketing. In this paper, the authors therefore develop an organizing framework that integrates the people–planet–profits – also referred to as the “Triple-P” – concept in the marketing strategy, implementation and evaluation of service firms.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This paper uses a conceptual approach that is rooted in the service marketing, marketing strategy and communication literature.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The foundations of marketing strategy (Palmatier and Crecelius, 2019) and the Gaps model of service marketing (Parasuraman <em>et al.</em>, 1985) guide both academics and practitioners regarding (1) why the Triple-P idea should be part of a company's marketing strategy, (2) how people and planet could play an important role in the implementation stage by integrating the Triple-P concept in the service marketing mix and (3) what impact could be achieved and evaluated by closing the five gaps identified by the Gaps model, while fostering a people–planet–profits mindset.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>The authors also identify areas for future research on this important topic.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>Transformative value (people and planet) without profits is not attractive to firms. Profit-making organizations are in the best position to transform the world in a societal and environmental rewarding way.</p><!--/ Abstract__block -->\u0000<h3>Social implications</h3>\u0000<p>The Triple-P affects the marketing strategy, implementation and evaluation of firms and contributes to a better, sustainable world.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>Marketing evolves from traditional over service and digital to transformative. Therefore, it is crucial to embrace transformative challenges in combination with economic returns, resulting in a new sustainable service era for marketers and managers.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"42 6","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-04-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166731","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}