Journal of Service Management最新文献

{"title":"Frontline employee expectations on working with physical robots in retailing","authors":"Kim Willems, Nanouk Verhulst, Laurens De Gauquier, Malaika Brengman","doi":"10.1108/josm-09-2020-0340","DOIUrl":"https://doi.org/10.1108/josm-09-2020-0340","url":null,"abstract":"PurposeService robots have increasingly been utilized in retail settings, yet empirical research on how frontline employees (FLEs) might deal with this new reality remains scarce. This mixed-methods study aims to examine how FLEs expect physical service robots to impact job characteristics and affect their job engagement and well-being.Design/methodology/approachFirst, explorative interviews (Study 1; N = 32) were conducted to investigate how FLEs currently experience job characteristics and how they believe robots might impact these job characteristics and job outcomes. Next, a survey (Study 2; N = 165) examined the relationship between job characteristics that retail FLEs expect to be impacted by robots and their own well-being and job engagement.FindingsWhile the overall expectations for working with robots are mixed, retail FLEs expect that working with robots can alleviate certain job demands, but robots cannot help to replenish their job resources. On the contrary, most retail FLEs expect the pains and gains associated with robots in the workspace to cancel each other out, leaving their job engagement and well-being unaffected. However, of the FLEs that do anticipate that robots might have some impact on their well-being and job engagement, the majority expect negative effects.Originality/valueThis study is unique in addressing the trade-off between expected benefits and costs inherent to job demands-resources (JD-R) theory while incorporating a transformative service research (TSR) lens. By integrating different streams of research to study retail FLEs' expectations about working with robots and focusing on robots' impact on job engagement and well-being, this study offers new insights for theory and practice.","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"01 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-09-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80096672","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":"Designing augmented reality services for enhanced customer experiences in retail","authors":"Nageswaran Vaidyanathan, Stefan Henningsson","doi":"10.1108/josm-01-2022-0004","DOIUrl":"https://doi.org/10.1108/josm-01-2022-0004","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>To deliver superior customer experiences, retailers are increasingly turning to augmented reality (AR) technologies for new digital services that can enhance their customer interactions. The potential of AR has been validated in lab experiments, but when implemented in real-world contexts, its commercial impact has been limited. Therefore, this paper investigates how to design AR-based services (AR services) that enhance customer experiences in retail.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The paper uses a conceptual research approach to integrate research on AR in the context of retail, combining customer, retailer, and technical perspectives with the design thinking method to demonstrate how the challenge of AR service design can be addressed through design thinking.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The paper develops propositions that explain how a design thinking method is useful in the design of effective AR services. The paper also articulates principles for how to implement the design thinking method in the specific context of AR for enhanced customer experiences.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The study documents critical practices for retailers seeking to be competitive with superior customer experiences under the increasing digitalization of retailer-customer interactions.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The study contributes to the service design literature by answering the call to develop moderately abstracted explanations of how different digital technologies can be used to provision new services in different application domains, with the focus here being the design of AR services in the context of retail.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"29 6","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-09-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166075","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":"Wrinkles in a CSR story: mismatched agendas in fast fashion service brands' CSR reputation","authors":"Jacob Mickelsson, Joep J.G.M. van Haren, Jos G.A.M. Lemmink","doi":"10.1108/josm-07-2021-0243","DOIUrl":"https://doi.org/10.1108/josm-07-2021-0243","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Corporate social responsibility (CSR) is an increasingly important issue for service brands in fast fashion retailing, as consumers' negative impressions about retailers' CSR activities influence brand experience. Consumers' impressions of CSR efforts arise based on agendas communicated through many channels from different sources. The paper unravels the ‘wrinkles’, i.e. possible mismatches in CSR communication around service brands by studying differences between the three main sources of fast fashion brand-related CSR agendas: Autonomous company communication, news media and social media postings by consumers.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The authors use structural topic modeling (STM) to analyze a corpus of texts focusing on the CSR efforts of three major fast fashion service brands over three years. The texts included 89 items of company communication (CSR reports and press releases), 5,351 news media articles about the brands' CSR efforts and 57,377 consumer generated tweets about the brands.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The STM analysis extracted 26 different CRS-related topics from the texts. Results showed differences in how much the three sources emphasized topics. The brands' own communication puts emphasis on environmental responsibility. News media tended to report on economic issues, treatment of employees and specific CSR-related events. Twitter showed more activity in discussing incident-based and emotionally charged topics.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>The results feed into the ongoing discussion about how companies' CSR communication relates to communication in the press and among consumers. The authors highlight themes in the individual topics that are emphasized by the three sources, and discuss how CSR themes emerge in the overall transformative agenda.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The paper highlights how fast fashion service brands can identify and understand different CSR agendas arising around their brand. Insight into such agendas can be used to tailor the brands' communication strategies.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The paper contributes to the understanding of the factors behind fashion service brands' CSR reputation, highlighting how the three main sources of CSR reputation (company reports, news and social media) emphasize different types of agendas.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"29 5","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166076","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":"Reflections and predictions on effects of COVID-19 pandemic on retailing","authors":"P. Verhoef, C. Noordhoff, Laurens Sloot","doi":"10.1108/josm-09-2021-0343","DOIUrl":"https://doi.org/10.1108/josm-09-2021-0343","url":null,"abstract":"PurposeThe Covid-19 pandemic has a strong effect on societies, business and consumers. Governments have taken measures to reduce the spread of the pandemic, such as social distancing and lockdowns. The latter has also resulted in a temporary closure of physical stores for “non-essential” retailing. Covid-19 thus has a profound impact on how people live. The period of relative isolation, social distancing and economic uncertainty changes the way we behave. New consumer behaviors span all areas of life, from how we work to how we shop to how we entertain ourselves. These shifts have important implications for retailers. This paper aims to discuss the potential structural effect on shopping behavior and retailing when Covid-19 measures are no longer needed and society moves back to a normal situation.Design/methodology/approachThe paper synthesizes empirical and conceptual literature on the consequences of COVID-19 and introduces a conceptual framework along with a set of predictions that can be investigated with empirical data.FindingsThis study suggests that Covid-19 shapes both consumer needs and behavior and how retailers respond to these changes. Moreover, it suggests that this will not only affect market outcomes (i.e. retail sales and market share online) but also firm outcomes (i.e. customer experience, firm sales) and importantly the competition between online and offline retailers.Originality/valueIn the conceptual framework, this study aims to advance knowledge on longer-term outcomes (vs immediate outcomes such as panic buying) and how COVID-19 is changing the competitive landscape of retail.","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"1 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-07-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"72752203","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 olfactory experience (in retail) scale: construction, validation and generalization","authors":"Subhadip Roy, Priyanka Singh","doi":"10.1108/josm-05-2021-0173","DOIUrl":"https://doi.org/10.1108/josm-05-2021-0173","url":null,"abstract":"PurposeMeasurement scales for sensory experience in retailing exist for sight, touch and sound. In the present study, the authors aim to develop the olfactory experience (OEX) scale in the context of retailing.Design/methodology/approachBased on literature review and six studies that follow standard scale development protocols (combined n = 1,203), the authors develop and validate a three-dimensional OEX scale. The scale is further validated in the final study in a different market set-up than the first five.FindingsThe authors found the three dimensions of OEX as (scent) company, congeniality and congruity. The OEX scale is found to be generalizable and valid across different cultural and market set-ups. In addition, the OEX (i.e. the scale) was found to effect psychological and behavioral outcomes of the consumer in a significant manner.Research limitations/implicationsThe present study contributes to the domain of sensory experience in retailing with the OEX scale and provides three new dimensions of OEX for the academicians to further explore.Practical implicationsThe OEX scale provides a ready to use tool for the retailer to gauge the level of OEX in the store and to predict consumer attitudes and behavior.Originality/valueThe study is the first to develop a scale for OEX in retailing or for that matter in consumer behavior.","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"28 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-07-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"75240070","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":"Guest editorial: Opportunities and challenges at the crossroads of communication and services","authors":"Annouk Lievens, P. Neijens, Patrick De Pelsmacker","doi":"10.1108/josm-07-2022-489","DOIUrl":"https://doi.org/10.1108/josm-07-2022-489","url":null,"abstract":"","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"21 1 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-07-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"77369475","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":"Technologies in service communication: looking forward","authors":"Dominik Mahr, Jisu Huh","doi":"10.1108/josm-03-2022-0075","DOIUrl":"https://doi.org/10.1108/josm-03-2022-0075","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The aim of the paper is to bring together the state-of-the-art research and theory from the communication and service research fields to examine the implications of new technologies for the future of service communication.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The authors apply the media affordances perspective to develop an overarching framework that facilitates theoretical conceptualization and research question formulation on the constantly evolving technology-enabled communication formats.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Central to the forward-looking framework of service communication facilitated by new technologies, this paper identifies various affordances at the service frontline where service customers and providers interact with the technologies. Customers are empowered to expand their roles blurring the role distinction between service providers and customers. Depending on what kind of relationships service providers form with the emerging technologies, they may develop new service communication strategies and new interaction possibilities with customers. As a result, the technologies' affordances would facilitate value creation outcomes that can manifest in the external (whether it is in the physical or digital space) and/or internal (one's own mind) spaces. Applying the affordances framework, the authors map out four key areas of future research regarding new technologies in service communication: (1) social media technologies; (2) multisensory reality-enhancing technologies; (3) AI-enabled voice assistants; and (4) AI-driven service robots.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This paper proposes an original theoretical framework to stimulate and guide future research and theory development regarding the implications of new technologies in the constantly evolving and complex service communication landscape.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"57 49","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166267","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 creation and cost reduction in health care – outcomes of online participation by health-care professionals","authors":"Jens Hogreve, Andrea Beierlein","doi":"10.1108/josm-07-2021-0247","DOIUrl":"https://doi.org/10.1108/josm-07-2021-0247","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The authors explore the outcomes of health-care professionals' participation in a vendor-hosted online community by combining qualitative and quantitative data collected in two separate studies. The authors aim to shed light on the potential value outcomes of community participation covering the reduction of service costs by professionals' community participation.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The authors explore the outcomes of health-care professionals' participation in a vendor-hosted online community by combining qualitative and quantitative data collected in two separate studies. The authors also introduce GABEK® as a unique method of qualitative empirical content analysis. In the quantitative study, the authors refer to customer survey data and transactional data.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results show that participation in online communities by professionals emerges as a dual concept, consisting of both help-seeking and help-providing behaviors. These behaviors in turn facilitate the creation of economic and relational value, as well as influencing the perceived usefulness of the online community, resulting in higher satisfaction with the community among the participating professionals. Customer survey data and transactional data were gathered from a major medical equipment vendor hosting an online community, and those data confirm that participation also decreases service support costs to professionals by reducing the number of necessary service visits by the vendor's service technicians.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The resulting model of participation and corresponding benefits in an online community for health-care professionals reflects and informs current developments in the health care industry.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The combination of qualitative as well as quantitative studies relying on the data of a world leading medical equipment vendor hosting an online community provides unique and innovative insights into participation and value creation within B2B communities.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"43 18","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-06-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166455","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":"Programmatic advertising in online retailing: consumer perceptions and future avenues","authors":"Robert Ciuchita, Johanna Katariina Gummerus, Maria Holmlund, Eva Larissa Linhart","doi":"10.1108/josm-06-2021-0238","DOIUrl":"https://doi.org/10.1108/josm-06-2021-0238","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Digital advertising enables retailers to rely on large volumes of data on consumers and even leverage artificial intelligence (AI) to target consumers online with personalised and context-aware advertisements. One recent example of such advertisements is programmatic advertising (PA), which is facilitated by automatic bidding systems. Given that retailers are expected to increase their use of PA in the future, further insights on the pros and cons of PA are required. This paper aims to enhance the understanding of the implications of PA use for retailers.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A theoretical overview is conducted that compares PA to traditional advertising, with an empirical investigation into consumer attitudes towards PA (an online survey of 189 consumers using an experimental design) and a research agenda.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Consumer attitudes towards PA are positively related to attitudes towards the retailer. Further, perceived ad relevance is positively related to attitudes towards PA, which is moderated by (1) consumer perceptions of risks related to sharing their data with retailers online and (2) consumer perceptions of AI's positive potential. Surprisingly, the disclosed use of AI for PA does not significantly influence consumer attitudes towards PA.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This paper contributes to the literature on technology-enabled services by empirically demonstrating that ad relevance drives consumer attitudes towards PA. This paper further examines two contingencies: risk beliefs related to data (i.e. the source of PA) and perceptions of AI (i.e. the somewhat nebulous technology associated with PA) as beneficial. A research agenda illuminates central topics to guide future research on PA in retailing.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"43 15","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-06-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166457","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":"Robotic role theory: an integrative review of human–robot service interaction to advance role theory in the age of social robots","authors":"Marah Blaurock, Martina Čaić, Mehmet Okan, Alexander P. Henkel","doi":"10.1108/josm-09-2021-0345","DOIUrl":"https://doi.org/10.1108/josm-09-2021-0345","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Social robots increasingly adopt service roles in the marketplace. While service research is beginning to unravel the implications for theory and practice, other scientific disciplines have amassed a wealth of empirical data of robots assuming such service roles. The purpose of this paper is to synthesize these findings from a role theory perspective with the aim of advancing role theory for human–robot service interaction (HRSI).</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A systematic review of more than 10,000 articles revealed 149 empirical HRSI-related papers across scientific disciplines. The respective articles are analyzed employing qualitative content analysis through the lens of role theory.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This review develops an organizing structure of the HRSI literature across disciplines, delineates implications for role theory development in the age of social robots, and advances robotic role theory by providing an overarching framework and corresponding propositions. Finally, this review introduces avenues for future research.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study pioneers a comprehensive review of empirical HRSI literature across disciplines adopting the lens of role theory. The study structures the body of HRSI literature, adapts traditional and derives novel propositions for role theory (i.e. robotic role theory), and delineates promising future research opportunities.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"43 13","pages":""},"PeriodicalIF":10.6,"publicationDate":"2022-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166458","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}