Journal of Services Marketing最新文献

{"title":"Presence: consumers’ different reactions to service and manufacturing firms with low CSR in social conduct","authors":"Hua Meng, Hannan Sadjady Naeeni","doi":"10.1108/jsm-04-2023-0152","DOIUrl":"https://doi.org/10.1108/jsm-04-2023-0152","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to explain why low social conduct in corporate social responsibility (SC-CSR), especially employee exploitation, has a stronger negative impact on consumer reactions for service firms than for manufacturing firms.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Five experiments compared consumer reactions to service and manufacturing firms with low SC-CSR. Study 1 used a choice-based conjoint design to examine the relative importance of various shared attributes when consumers chose services versus goods. Study 2 revealed that low SC-CSR led to more pronounced negative consumers reactions toward service firms. Studies 3A and 3B explained this difference through a serial mediation analysis. Study 4 ruled out an alternative explanation regarding the differentiated effects.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results reveal that consumer reactions to employee exploitation in service firms are more negative compared to manufacturing firms. This is because consumers’ sense of presence (i.e. feeling of being there) is stronger in a service setting, leading to more intense empathetic emotions toward service employees.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This research contributes to the CSR literature by challenging the conventional notion that sweatshops are more problematic for manufacturing firms. By contrast, the results indicate a stronger negative effect on service firms. It contributes to the services marketing literature by conceptualizing a novel cognitive mechanism. Traditionally, consumers’ negative reactions are driven by anger. However, the authors show that empathetic feelings toward mistreated employees play a predominant role. While it is imperative for all firms to ensure fair treatment of their employees, the findings underscore the heightened significance of this aspect for service firms, given their susceptibility to more pronounced negative effects.</p><!--/ Abstract__block -->","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":"50 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2024-04-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140568898","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The possibilities of resilience for service organisations","authors":"Colin Michael Hall, Sara Naderi Koupaei","doi":"10.1108/jsm-01-2024-0039","DOIUrl":"https://doi.org/10.1108/jsm-01-2024-0039","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This paper aims to provide an examination of the use of the concept of resilience and its use in service organisation, ecosystem-related literature and the wider social sciences.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This paper provides a critical review and commentary on the resilience literature in the social and business sciences and its relevance to service organisations.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Two main approaches towards resilience are identified (engineering and socio-ecological resilience) with each having different assumptions about the nature of resilience with corresponding implications for policymaking, indicator selection and application in a service context. These approaches operate at different scales and possess different properties with respect to the likelihood of enacting transformative service marketing.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>Different conceptualisations of resilience have profound implications for resilience-related policymaking as well as understanding change and adaptation in service ecosystems and organisations.</p><!--/ Abstract__block -->\u0000<h3>Social implications</h3>\u0000<p>The transformative possibilities of resilience are connected to the active enhancement and construction of social capacity by service organisations and the persistent resilience of the resilience concept.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This paper highlights the importance of clearly defining the resilience concept and its implications for research and transformative service organisations.</p><!--/ Abstract__block -->","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":"59 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2024-04-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140568744","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Conceptualization and validation of customer participation in health care: a study on chronic illnesses management","authors":"Muhammad Junaid, Kiane Goudarzi, Muhammad Faisal Rasheed, Gilles N’Goala","doi":"10.1108/jsm-07-2023-0270","DOIUrl":"https://doi.org/10.1108/jsm-07-2023-0270","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Contrary to want-based services, customer participation has got lesser attention in high-credence services like health care. Customer participation for patients with chronic illnesses could be life-threatening and goes beyond the service organization’s physical environment. Realizing the importance of transformative service research in health-care services, this study aims to propose and validate the conceptualization of customer participation for patients with chronic illnesses.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The study uses sequential exploratory research design with mixed method research. The first phase is a qualitative exploration of the nature and meaning of customer participation by synthesizing theory and insights from semi-structured interviews (<em>N</em> = 75) with doctors, patients and paramedical staff. Next, survey data (<em>N</em> = 690) of patients with chronic illnesses is used to validate the proposed conceptualization. Finally, nomological validity was also tested on an additional survey data set (<em>N</em> = 362) using SEM and FsQCA.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The findings reveal that health-care customer participation is a three-dimensional behavioral construct in which a customer can participate by sharing information, involving in decision-making and ensuring compliance. The study also demonstrates that customer participation is a critical driver of satisfaction with life and perceived control on illness.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The research provides policy guidelines for owners and operators of health-care organizations in developing frameworks for collecting participation data, which can be used in strategies for seeking customer participation.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The research conceptualizes and validates “customer participation” as a multidimensional higher-order construct for patients with chronic illnesses, rarely focused in services marketing and management research on health care.</p><!--/ Abstract__block -->","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":"31 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2024-03-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140203926","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?","authors":"Fatemeh S. Shahmehr, Amrik Sohal, Seyed Mohammad Sadegh Khaksar","doi":"10.1108/jsm-03-2023-0096","DOIUrl":"https://doi.org/10.1108/jsm-03-2023-0096","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to explore how not-for-profit organisations (NFPs) adopt service innovation and improve their employee resilience capabilities as a response to environmental changes arising from marketisation of public services.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Using a multiple case-study research design, this study involved 32 interviews with frontline employees working in a not-for-profit care-providing organisation.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This study finds that the development of absorptive capacity can facilitate service innovation adoption in NFPs and improve employee resilience in times of transition.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study offers theoretical insights on service innovation, absorptive capacity and employee resilience in NFPs. It makes practical recommendations that will enable NFPs to help frontline employees better adopt service innovation practices in business models endorsed by the private sector.</p><!--/ Abstract__block -->","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":"18 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2024-03-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140203617","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Service employees’ STARA awareness and proactive service performance","authors":"Won-Moo Hur, Yuhyung Shin","doi":"10.1108/jsm-03-2023-0115","DOIUrl":"https://doi.org/10.1108/jsm-03-2023-0115","url":null,"abstract":"&lt;h3&gt;Purpose&lt;/h3&gt;\u0000&lt;p&gt;This study aims to explore the role of frontline service employees’ (FSEs) awareness that their job can be substituted by smart technology, artificial intelligence, robotics and algorithms (STARA) in their job autonomy and proactive service performance and when these relationships can be buffered. Drawing on the cognitive appraisal theory of stress, the study examined the mediating relationship between FSEs’ STARA awareness, job autonomy and proactive service performance and the moderating effects of self-efficacy and resilience on this relationship.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Design/methodology/approach&lt;/h3&gt;\u0000&lt;p&gt;The authors administered two-wave online surveys to 301 South Korean FSEs working in various service sectors (e.g. retailing, food/beverage, hospitality/tourism and banking). The Time 1 survey measured respondents’ STARA awareness, self-efficacy, resilience and job autonomy, and the Time 2 survey assessed their proactive service performance.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Findings&lt;/h3&gt;\u0000&lt;p&gt;FSEs’ STARA awareness negatively affected their subsequent proactive service performance through decreased job autonomy. The negative association between STARA awareness and job autonomy was weaker when FSEs’ self-efficacy was high than when it was low. While the authors observed no significant moderation of resilience, the author found a marginally significant three-way interaction between STARA awareness, self-efficacy and resilience. Specifically, STARA awareness was negatively related to job autonomy only when both self-efficacy and resilience were low. When either self-efficacy or resilience was high, the association between STARA awareness and job autonomy became nonsignificant, suggesting the buffering roles of the two personal resources.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Research limitations/implications&lt;/h3&gt;\u0000&lt;p&gt;Given that the measurement of variables relied on self-reported data, rater biases might have affected the findings of the study. Moreover, the simultaneous measurement of STARA awareness, self-efficacy, resilience and job autonomy could preclude causal inferences between these variables. The authors encourage future studies to use a more rigorous methodology to reduce rater biases and establish stronger causality between the variables.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Practical implications&lt;/h3&gt;\u0000&lt;p&gt;Service firms can decrease FSEs’ STARA awareness through training in the knowledge and skills necessary to work with these technologies. To promote FSEs’ proactive service performance in this context, service firms need to involve them in decisions related to STARA adoption and allow them to craft their jobs. Service managers should provide FSEs with social support and exercise empowering and supportive leadership to help them view STARA as a challenge rather than a threat.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Originality/value&lt;/h3&gt;\u0000&lt;p&gt;Distinct from prior research on STARA awareness and employee outcomes, the study ident","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":"32 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2024-03-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140203733","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The role of organizational resilience in SME service innovation and value cocreation","authors":"Evelyn Lopez, Jose A. Flecha-Ortiz, Maria Santos-Corrada, Virgin Dones","doi":"10.1108/jsm-03-2023-0081","DOIUrl":"https://doi.org/10.1108/jsm-03-2023-0081","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The COVID-19 pandemic has significantly affected service small- and medium-sized enterprises (SMEs), increasing the importance of understanding how these businesses can become more resilient and how service innovation can be an effective strategy to increase their adaptive capacity and survival. This study aims to examine the role of dynamic capabilities in service innovation as a factor explaining the resilience of SMEs in Puerto Rico and the Dominican Republic during the COVID-19 crisis and its impact on service innovation. Additionally, the authors assess whether service innovation has a significant impact on value cocreation in these businesses.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This study used a quantitative method by surveying 118 SME owners in Puerto Rico and the Dominican Republic. The data were analyzed using partial least-squares structural equation modeling.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results reflect important theoretical contributions by analyzing resilience from an innovation perspective instead of a retrospective approach, which is an area that has not been analyzed in the literature. Additionally, theoretical contributions to marketing services in SMEs are discussed, which is an underresearched topic. The results advance by discussing the role of service innovation through the reconfiguration of resources and how this can be an effective strategy to increase value cocreation with customers during crises.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study is original in that it analyzes resilience from the perspective of innovation, and not from a retrospective approach. It offers a vision in response to the need for studies that provide a clearer conceptualization of resilience in small businesses. This highlights the importance of considering regional differences and service innovation as effective strategies to enhance resilience and value cocreation with customers.</p><!--/ Abstract__block -->","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":"147 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2024-03-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140169907","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Exploring the fear of missing out (FOMO) and customer bonds in service relationships","authors":"L. Jean Harrison-Walker, James A. Mead","doi":"10.1108/jsm-07-2023-0261","DOIUrl":"https://doi.org/10.1108/jsm-07-2023-0261","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Most research has investigated the fear of missing out (FOMO) in the context of online activities, often associated with negative personal outcomes such as fatigue and stress. However, given the increased desire to be informed and included associated with FOMO, organizations that can effectively meet these needs may develop or strengthen social and structural bonds, thereby turning short-term customers with FOMO into lifelong patrons. This study aims to examine the relationship between FOMO and favorable organizational outcomes as mediated by several constructs associated with the desire for information and inclusion.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This research was conducted within the higher education sector of the service industry. FOMO served as the IV. The mediators represented context-specific aspects of campus involvement and inclusion. Organizational outcomes related to the long-term services relationship served as the DVs. The sample consisted of 435 students recruited from research pools at two southern universities in the USA. Exploratory factor analysis, OLS regression and the Hayes–Macro were used to examine the data.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results demonstrate that FOMO is positively associated with students’ desires for information and inclusion (informal peer interaction, campus involvement, informal faculty interaction, campus information media use and a preference for in-person course scheduling), which are associated with the desirable university outcomes of satisfaction, connection and alumni donation/activity intentions.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>If a university fosters unstructured time spent with faculty and peers, and promotes campus information media involvement, students with higher levels of FOMO are more likely to be satisfied, feel connected to the university and report intentions to donate time and money as alumni.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>Prior research on FOMO is generally focused on internet and social media use; this study takes a broader perspective and identifies the effect of FOMO on a desire for information and inclusion within a novel context (a service environment). It also associates FOMO with favorable long-term service relationship outcomes that fortify social and structural bonds.</p><!--/ Abstract__block -->","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":"107 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2024-03-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140147146","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Reconfiguration and transformation for resilience: building service organizations towards sustainability","authors":"Arjun J Nair, Sridhar Manohar, Amit Mittal","doi":"10.1108/jsm-04-2023-0144","DOIUrl":"https://doi.org/10.1108/jsm-04-2023-0144","url":null,"abstract":"&lt;h3&gt;Purpose&lt;/h3&gt;\u0000&lt;p&gt;Amidst unpredictable and turbulent periods, such as the COVID-19 pandemic, service organization’s responses are required to be innovative, adaptable and resilient. The purpose of this study is to explore the utilization of both reconfiguration and transformational strategies as instruments for cultivating resilience and advancing sustainability in service organizations.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Design/methodology/approach&lt;/h3&gt;\u0000&lt;p&gt;The study examines a proposed resilience model using fuzzy logic. The research also used a semantic differential scale to capture nuanced and intricate attitudes. Finally, to augment the validity of the resilience model, a measurement scale was formulated using business mathematics and expert opinions.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Findings&lt;/h3&gt;\u0000&lt;p&gt;Although investing in resilience training can help organizations gain control and maintain their operations in times of crisis, it may not directly help service organizations understand the external turmoil, seek available resources or create adaptive remedies. Conversely, high levels of reconfiguration and transformation management vigour empower a service organization’s revolutionary, malleable vision, organizational structure and decision-making processes, welcoming talented and innovative employees to enhance capabilities during crises.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Research limitations/implications&lt;/h3&gt;\u0000&lt;p&gt;The resilience model bestows a comprehensive understanding of the pertinence of building resilience for service organizations identifying the antecedents that influence the adoption of these strategies and introduces a range of theoretical perspectives that empowers service organizations to conceptualize and plan for building resilience. The research guides service organizations to become more resilient to external shocks and adapt to changing circumstances by diversifying their offerings, optimizing their resources and adopting flexible work arrangements. The study elaborates on the enhancement of resilience, increasing innovation, improving efficiency and enhancing customer satisfaction for service organizations to remain competitive and contribute to positive social and economic outcomes through the adoption of both reconfiguration and transformational strategies.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Practical implications&lt;/h3&gt;\u0000&lt;p&gt;The study also guides the service organizations to become more resilient to external shocks and adapt to changing circumstances by diversifying their offerings, optimizing their resources and adopting flexible work arrangements. Rapid innovation and business model innovation are essential components, enabling service organizations to foster a culture of innovation and remain competitive. In addition, the adoption can lead to improved financial performance, job creation and economic growth, contributing to positive social and economic impacts.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Social implications&lt;/h3&gt;\u0000&lt;p&gt;The resi","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":"9 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2024-03-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140108210","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Viewpoint: the evolving landscape of peer review","authors":"Emmanuel Mogaji","doi":"10.1108/jsm-09-2023-0325","DOIUrl":"https://doi.org/10.1108/jsm-09-2023-0325","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The purpose of this viewpoint is to spotlight the role of reviewers within the collaborative triad of academic publishing. It argues that the significance of reviewers is often disregarded, leading to a gap in our understanding of the peer review process. This perspective emphasizes reviewers as unsung heroes in the publishing ecosystem, providing intentional and thought-provoking insights into the less-discussed yet impactful developments in the evolving peer review landscape.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Leveraging the author’s distinguished background as a recipient of the <em>Journal of Service Marketing</em> Outstanding Reviewer Award, this paper offers a personal reflection and synthesised viewpoints on the peer review process. Serving as a representative voice for reviewers, it provides insightful perspectives from the vantage point of a peer reviewer, diverging from conventional editorials and commentaries authored by editors.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Acknowledging the shrinking reviewer pool, this viewpoint suggests a mandatory “review for review” system alongside incentives like editorial positions, while considering financial rewards for reviewers. The rise of generative artificial intelligence (AI) in review prompts ethical concerns but offers solutions for handling diverse submissions and dealing with “Reviewer 2.” While embracing open review for its transparency, potential pitfalls surrounding article confidence and copyright require attention. Ultimately, this viewpoint advocates for a collaborative approach, valuing reviewers, exploring innovative solutions, navigating ethical dilemmas in the technological age and implementing transparent practices responsibly for the betterment of scholarly discourse.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This viewpoint highlights the invaluable contributions of reviewers, enriching the scholarly community and promoting intellectual growth.</p><!--/ Abstract__block -->","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":"87 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2024-03-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140076703","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Mediating roles of frontline employees in transformative service processes","authors":"Ane Bast, Marit Engen, Maria Røhnebæk","doi":"10.1108/jsm-09-2023-0350","DOIUrl":"https://doi.org/10.1108/jsm-09-2023-0350","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This paper aims to explore the role of frontline employees (FLEs) as mediators in transformative service processes within services targeting vulnerable users.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This paper is based on a case study of the development and implementation of a dementia village, and the data consist of documents, in-depth interviews and field observations.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The analysis identifies FLEs as mediators in six different roles. These roles highlight how FLEs perform as mediators, acting in between and for vulnerable users and thus supporting their well-being. Specifically, the roles explicate the mediating role of FLEs in the design and planning of transformative changes and in daily work practices.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The different mediating roles of FLEs presented here should inform care providers and managers of how employees can become assets for supporting vulnerable users’ well-being during the design and planning stages of transformative change and through daily service work.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This paper offers novel insights into the multifaceted roles of FLEs in transformative services. The findings add to the current debate on mediation in transformative services and contribute to the literature by extending and refining the established conceptual and empirical understandings of the role of transformative service mediators in consumers’ well-being.</p><!--/ Abstract__block -->","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":"81 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2024-02-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139981369","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}