Journal of Service Management最新文献

{"title":"Exploring customer engagement tensions when pursuing responsible business practices","authors":"Andrew S. Gallan, Diogo Hildebrand, Yuliya Komarova, Dan Rubin, Ronen Shay","doi":"10.1108/josm-12-2023-0509","DOIUrl":"https://doi.org/10.1108/josm-12-2023-0509","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Designing and developing responsible business practices can create various tensions for service organizations. The purpose of this research is to develop a deeper understanding of the relationship between customer engagement (CE) and responsible business practices (e.g. environmental, social and/or governance [ESG], corporate social responsibility [CSR] and diversity, equity, and inclusion [DEI]) and explore customer engagement tensions that service organizations may face.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This research develops a list of CE-related responsible business practice tensions and empirically explores their relevance through in-depth interviews with nine ESG professionals.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This paper makes three important contributions. First, we find support for nine distinct but related tensions with implications for CE that organizations must navigate when pursuing responsible business practices. Second, interview participants provide some suggestions for tackling these tensions, which we support with relevant theories. Finally, we develop a conceptual framework that may stimulate future service research and inform the implementation of ESG strategies.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>To the best of the authors’ knowledge, this research is the first to conceptualize and empirically explore the tensions that emerge between responsible business practices and CE. The authors develop a novel analysis of the CE-related tensions that emerge when pursuing an ESG strategy.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>The findings are based on a small sample of ESG professionals. Future research may take a quantitative approach to further evaluate the role that these tensions play in engaging customers.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This research provides a conceptual framework that may guide ESG professionals in understanding, framing and navigating CE-related tensions when pursuing responsible business practices.</p><!--/ Abstract__block -->\u0000<h3>Social implications</h3>\u0000<p>A social benefit may be found when service organizations are better able to successfully navigate CE-related tensions when pursuing responsible business practices.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2024-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140643116","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":"Customer experience (CX), employee experience (EX) and human experience (HX): introductions, interactions and interdisciplinary implications","authors":"Anders Gustafsson, Delphine Caruelle, David E. Bowen","doi":"10.1108/josm-02-2024-0072","DOIUrl":"https://doi.org/10.1108/josm-02-2024-0072","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The purpose of this paper is to provide an overview of what (service) experience is and examine it using three distinct perspectives: customer experience (CX), employee experience (EX) and human experience (HX).</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The present conceptualization blends the marketing and organizational behavior/human resources management (OB/HRM) disciplines to clarify and reflect over the meaning of (service) experience. The marketing discipline illuminates the concept of CX, whereas the OB/HRM discipline illuminates the concept of EX. The concept of HX, which transcends CX and EX, is examined in light of its recent development in service research. For each of the three concepts, key themes are identified, and future research directions are proposed.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Because the goal that individuals seek to achieve depends on the role they are enacting, each of the three perspectives on experience (CX, EX and HX) should have a different focal point. CX requires to focus on the process of solving customer goals. EX necessitates to think in terms of organizational context and job content that support employees. Finally, the focus of HX should be on well-being via enhanced gratification, and reduced violation, of basic human needs.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This paper offers an interdisciplinary perspective on (service) experience and simultaneously addresses CX, EX and HX in order to reconcile the different perspectives on experience in service research.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2024-04-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140637505","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":"How and when effective customer journeys drive brand loyalty: the role of consumer-brand identification","authors":"Bernd F. Reitsamer, Nicola E. Stokburger-Sauer, Janina S. Kuhnle","doi":"10.1108/josm-08-2023-0374","DOIUrl":"https://doi.org/10.1108/josm-08-2023-0374","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Effective customer journey design (ECJD) is considered a key variable in customer experience management and an essential source of brand meaning and pro-brand behavior. Although previous research has confirmed its importance for driving brand attitudes and loyalty, the role of consumer-brand identification as a social identity-based influence in this relationship has not yet been discussed. Drawing on construal level and social identity theories, this paper aims to investigate whether effective journeys and the resulting overall journey experience are equally powerful in driving brand loyalty among customers with different levels of consumer-brand identification.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The present article develops and tests a research model using data from the European and US service sectors (<em>N</em> = 1,454) to investigate how and when ECJD affects service brand loyalty.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Across two cultural contexts, four service industries and 33 service brands, the results reveal that ECJD is a crucial driver of service brand loyalty for customers with low consumer-brand identification. Moreover, the findings show that different aspects of journey effectiveness positively impact the valence of customers’ experience related to those journeys – a process that is ultimately decisive for their brand loyalty.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study is unique because it generates theoretical and practical knowledge by combining the literature streams of customer journey design, customer experience and branding. Furthermore, this work demonstrates that consumer-brand identification is a critical boundary condition to be considered in the relationship between ECJD and brand loyalty in services.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2024-04-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140557298","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":"Beyond templates: methodological reporting practices and their impact in qualitative service research","authors":"Aku Valtakoski, Besma Glaa","doi":"10.1108/josm-06-2023-0253","DOIUrl":"https://doi.org/10.1108/josm-06-2023-0253","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The study aims to promote the use of qualitative methods in service research by investigating how these methods are reported in service journals, how the level of reporting has evolved and whether methodological reporting influences the downloads or citations received by qualitative articles.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Methodological reporting practices were identified through content analysis of 318 qualitative articles published in three major service research journals and comparison with prior methodological literature. Regression analysis was used to test how the level of methodological reporting influences article downloads and citations.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The study identifies 29 reporting practices related to 9 key methodological reporting areas. The overall level of methodological reporting in published qualitative articles has increased over time. While differences in the level of reporting between service journals persist, they are narrowing. The level of methodological reporting did not influence downloads or citations of qualitative articles.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>Service scholars using qualitative methods should pay attention to methodological reporting as it can improve the chances of being published. Factors such as theoretical contributions are likely to have a greater influence on article impact than methodological reporting.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>No prior study has explored methodological reporting practices across different qualitative methodologies or how reporting influences article impact. For authors, reviewers and editors, the study provides an inventory of reporting practices relevant for evaluating qualitative articles, which should lower barriers for qualitative methods in service research by providing practical guidelines on what to focus on when reporting and assessing qualitative research.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2024-04-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140542095","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":"Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda","authors":"Candice L. Marti, Huimin Liu, Gurpreet Kour, Anil Bilgihan, Yu Xu","doi":"10.1108/josm-10-2023-0443","DOIUrl":"https://doi.org/10.1108/josm-10-2023-0443","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>In an era where complex technological advances increasingly govern service delivery, it is incumbent on service firms to pioneer innovative strategies to sustain customer engagement and cultivate loyalty. This conceptual paper examines the transformative potential of artificial intelligence (AI) in the realm of online customer communities, with a particular focus on its creation, management and enhancement facets. The authors explore how AI can revolutionize the dynamics of customer interaction, feedback mechanisms and overall engagement within the service industry.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This conceptual paper draws from marketing and management literature focusing on customer communities and AI in service and customer engagement contexts with a robust future research agenda.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>A classification of online customer community engagement is provided along with a conceptual framework to guide our understanding of the integration of AI into online customer communities.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This exploration underscores the imperative for service firms to embrace AI-driven approaches to online customer community management, not only as a means to optimize their operations but as a vital strategy to stay competitive in the ever-evolving digital landscape. This paper examines the novel combination of AI with online customer communities and provides the framework in the form of an input-process-output (IPO) model for future research into this integration.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2024-03-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140162145","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":"Agencement of onlife and phygital: smart tech–enabled value co-creation practices","authors":"Cristina Mele, Tiziana Russo-Spena","doi":"10.1108/josm-03-2023-0113","DOIUrl":"https://doi.org/10.1108/josm-03-2023-0113","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>In this article, we reflect on how smart technology is transforming service research discourses about service innovation and value co-creation. We adopt the concept of technology smartness’ to refer to the ability of technology to sense, adapt and learn from interactions. Accordingly, we seek to address how smart technologies (i.e. cognitive and distributed technology) can be powerful resources, capable of innovating in relation to actors’ agency, the structure of the service ecosystem and value co-creation practices.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This conceptual article integrates evidence from the existing theories with illustrative examples to advance research on service innovation and value co-creation.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Through the performative utterances of new tech words, such as onlife and materiality, this article identifies the emergence of innovative forms of agency and structure. Onlife agency entails automated, relational and performative forms, which provide for new decision-making capabilities and expanded opportunities to co-create value. Phygital materiality pertains to new structural features, comprised of new resources and contexts that have distinctive intelligence, autonomy and performativity. The dialectic between onlife agency and phygital materiality (structure) lies in the agencement of smart tech–enabled value co-creation practices based on the notion of becoming that involves not only resources but also actors and contexts.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This paper proposes a novel conceptual framework that advances a tech-based ecology for service ecosystems, in which value co-creation is enacted by the smartness of technology, which emerges through systemic and performative intra-actions between actors (onlife agency), resources and contexts (phygital materiality and structure).</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2024-03-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140096948","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":"Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service","authors":"Stefanie Fella, Christoph Ratay","doi":"10.1108/josm-07-2023-0303","DOIUrl":"https://doi.org/10.1108/josm-07-2023-0303","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Recently emerged Packaging-as-a-Service (PaaS) systems adopt aspects of access-based services and triadic frameworks, which have typically been treated as conceptually separate. The purpose of this paper is to investigate the implications of blending the two in what we call “access-based triadic systems,” by empirically evaluating intentions to adopt PaaS systems for takeaway food among restaurants and consumers.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>We derived relevant attributes of PaaS systems from a qualitative pre-study with restaurants and consumers. Next, we conducted two factorial survey experiments with restaurants (<em>N</em> = 176) and consumers (<em>N</em> = 245) in Germany to quantitatively test the effects of those system attributes on their adoption intentions.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This paper highlights that the role of access-based triadic system providers as both the owners of shared assets and the operators of a triadic system is associated with a novel set of challenges and opportunities: System providers need to attract a critical mass of business and end customers while balancing asset protection and system complexity. At the same time, asset ownership introduces opportunities for improved quality control and differentiation from competition.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>Conceptually, this paper extends research on access-based services and triadic frameworks by describing an unexplored hybrid form of non-ownership consumption we call “access-based triadic systems.” Empirically, this paper addresses the need to account for the demands of two distinct target groups in triadic systems and demonstrates how factorial survey experiments can be leveraged in this field.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2024-03-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140162165","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":"The origins of digital service innovation (DSI): systematic review of ontology and future research agenda","authors":"Josip Marić, Mirjana Pejić Bach, Shivam Gupta","doi":"10.1108/josm-12-2022-0404","DOIUrl":"https://doi.org/10.1108/josm-12-2022-0404","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The purpose of this study is to disclose ontology of DSI as a novel concept in servitization community, explore the research context and themes (i.e. technological and industrial sectors) where DSI emerges, unveil methodological complexities of the research on digital servitization and DSI and provide guidelines for future research avenues regarding DSI.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Bearing in mind the relative novelty of DSI as a concept in servitization literature, the authors adopted a systematic literature review approach to identify 111 peer-reviewed articles published in English language and available in business and management disciplines via scholar databases (Scopus). The analysis of literature discloses descriptive and thematic insights regarding digital servitization and DSI.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The study provides valuable insights from the descriptive and thematic analyses where classification of articles per publication year, citations, methodology/type of the paper, geographical location of data collection, as well as industrial sector and technological contexts are discussed. Moreover, the unique value of this study is observed through its specific focus on the characteristics of DSI-related literature.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The study is among the first of its kind to provide extensive descriptive and thematic insights on the available literature dealing with digital servitization and DSI, mapping out prior research across a wide spectrum of publication outlets and illustrating the chronological evolution of research on digital servitization and DSI.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2024-02-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139898795","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":"Is webcare good for business? A study of the effect of managerial response strategies to online reviews on hotel bookings","authors":"Ana Isabel Lopes, Edward C. Malthouse, Nathalie Dens, Patrick De Pelsmacker","doi":"10.1108/josm-05-2023-0219","DOIUrl":"https://doi.org/10.1108/josm-05-2023-0219","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Engaging in webcare, i.e. responding to online reviews, can positively affect consumer attitudes, intentions and behavior. Research is often scarce or inconsistent regarding the effects of specific webcare strategies on business performance. Therefore, this study tests whether and how several webcare strategies affect hotel bookings.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>We apply machine learning classifiers to secondary data (webcare messages) to classify webcare variables to be included in a regression analysis looking at the effect of these strategies on hotel bookings while controlling for possible confounds such as seasonality and hotel-specific effects.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The strategies that have a positive effect on bookings are directing reviewers to a private channel, being defensive, offering compensation and having managers sign the response. Webcare strategies to be avoided are apologies, merely asking for more information, inviting customers for another visit and adding informal non-verbal cues. Strategies that do not appear to affect future bookings are expressing gratitude, personalizing and having staff members (rather than managers) sign webcare.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>These findings help managers optimize their webcare strategy for better business results and develop automated webcare.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>We look into several commonly used and studied webcare strategies that affect actual business outcomes, being that most previous research studies are experimental or look into a very limited set of strategies.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2024-02-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139750411","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":"An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes","authors":"David E. Bowen","doi":"10.1108/josm-10-2023-0424","DOIUrl":"https://doi.org/10.1108/josm-10-2023-0424","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This article overviews some key contributions to service research from the organizational behavior/human resource management (OB/HRM) discipline with its strong focus on the role of employees. This focus complements the Marketing discipline’s heavy emphasis on customers, largely true of service research, overall.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Ten OB/HRM frameworks/perspectives are applied to analyzing the roles of people (with a focus on employees and modest consideration of customers as “partial” employees who co-create value) in a service organization context. Also, commentary is offered on how the frameworks relate to six key themes in contemporary service research and/or practice. The article concludes with five reflections on the role and status of employees in service research—past, present and future.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Employee roles in evolving service contexts; participation role readiness of both employees and customers; role stress in participating customers; an employee “empowered state of mind”; an emphasis on internal service quality; “strong” HRM systems link individual HRM practices to firm performance; service-profit chain with links to well-being of employees and customers; a sociotechnical system theory lens on organizational frontlines (OF); service climate as an exemplar of interdisciplinary research; emotional labor in both employees and customers; the Human Experience (HX); specification of employee experience (EX).</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>Service remains very much about people who still guide organizational design, develop service strategy, place new service technologies <em>and</em> even still serve customers. Also, a people and organization-based competitive advantage is tough to copy, thus possessing sustainability, unlike with imitable technology.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2024-01-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139110341","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}