Journal of Services Marketing最新文献

{"title":"The impact of social media use on customer experiences within physical service environments","authors":"Raechel Johns, M. Walsh, Naomi F. Dale","doi":"10.1108/jsm-05-2022-0151","DOIUrl":"https://doi.org/10.1108/jsm-05-2022-0151","url":null,"abstract":"\u0000Purpose\u0000To understand the impact of mobile social media use on absorption within the customer experience, and overall engagement with the physical service context, a qualitative research study was undertaken. In particular, this study aims to understand the impact of mobile technology use on service engagement by tourists.\u0000\u0000\u0000Design/methodology/approach\u0000In this study, two groups of tourists were sent to a zoo wildlife lodge for one night. Half the group were permitted to use social media during their stay while the other half were instructed to refrain from actively using their social media accounts for the duration of their visit. The following day, in-depth qualitative interviews were conducted with each couple to explore how the use of social media or refraining from social media use impacted on their absorption within the service customer experience.\u0000\u0000\u0000Findings\u0000The findings suggest that engagement with their physical surroundings and the overall customer experience was increased when refraining from social media; however, respondents marketed the tourism provider enthusiastically when using mobile social media during their stay, compared with the group that was not using social media during the stay.\u0000\u0000\u0000Research limitations/implications\u0000Despite a relatively small sample, a series of recommendations for service researchers and service providers have been generated through this research. For example, the methodology used can provide new ideas for researchers seeking to explore service customer experiences and engagement with the physical context. Service providers can also use recommendations around device free days to provide more immersive service customer experiences.\u0000\u0000\u0000Originality/value\u0000Research within marketing typically does not use quasi-experimental design or paired interviews, as used in this study. Furthermore, the understanding of the impact of mobile social media use on engagement with a physical service environment has received very little attention in the academic literature.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-06-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47015327","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":"Too real? The conflicting roles of adaptation and authenticity in intercultural service encounters","authors":"A. Tariq, M. Lorenz, W. Thompson","doi":"10.1108/jsm-07-2022-0254","DOIUrl":"https://doi.org/10.1108/jsm-07-2022-0254","url":null,"abstract":"\u0000Purpose\u0000Intercultural service encounters (ICSEs) often require adaptation to the customer’s culture, thereby risking a reduction in the cultural authenticity of the experience. This study aims to research the optimum level of adaptation of an ICSE needed to achieve desired authenticity perceptions for positive consumer outcomes. The study also identifies the influence of generational cohorts and cultural competencies on developing such positive consumer outcomes.\u0000\u0000\u0000Design/methodology/approach\u0000The study uses two scenario-based experiments depicting low, moderate and high levels of adaptation to an ICSE.\u0000\u0000\u0000Findings\u0000Consumers prefer a cultural experience with a moderate level of adaptation to achieve the highest level of satisfaction and loyalty intentions. Perceived authenticity mediates the effect of adaptation on outcomes, with the generational stage (Study 1) and cultural competencies (Study 2) further influencing the relationship.\u0000\u0000\u0000Originality/value\u0000ICSEs and consumers’ desire for such cultural experiences are increasingly becoming a part of everyday consumption. Guided by social judgment theory, this study explores how two value-adding, yet conflicting tenants of successful ICSEs, cultural authenticity and adaptation, influence positive consumer outcomes.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-06-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43767068","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 influencers’ characteristics affect followers’ stickiness and well-being in the social media context?","authors":"Hsiao-Han Lu, Ching-Fu Chen","doi":"10.1108/jsm-11-2022-0363","DOIUrl":"https://doi.org/10.1108/jsm-11-2022-0363","url":null,"abstract":"\u0000Purpose\u0000Drawing on source credibility theory, this study aims to explore the relationship between influencers’ characteristics and followers’ well-being through followers’ stickiness to influencers’ channels or posts.\u0000\u0000\u0000Design/methodology/approach\u0000The authors gathered data through an online survey of 450 followers. The proposed hypotheses were examined using structural equation modeling.\u0000\u0000\u0000Findings\u0000Results reveal that trustworthiness and physical attractiveness positively affect followers’ stickiness to influencers, while the influence of expertise is not evident. Stickiness has positive impacts on both hedonic and eudaimonic well-being. The findings also show that stickiness mediates the relationships between physical attractiveness and trustworthiness toward both hedonic and eudaimonic well-being.\u0000\u0000\u0000Originality/value\u0000To the best of the authors’ knowledge, this study is among the first to explore the impact of influencers’ characteristics on followers’ stickiness to influencer webpages. The findings contribute to transformative service research and the theory of stickiness by deepening the understanding of how influencer characteristics contribute to followers’ well-being through the effect of users’ stickiness.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-06-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41701678","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":"#infertility: how patients can benefit from the public discussion of conversational taboos on social media","authors":"Jana Grothaus, Sören Köcher, Sarah Köcher, S. Dieterle","doi":"10.1108/jsm-05-2022-0160","DOIUrl":"https://doi.org/10.1108/jsm-05-2022-0160","url":null,"abstract":"Purpose This study aims to investigate how the open discussion of infertility-related topics on public social media platforms contributes to the well-being of individuals affected by infertility. Design/methodology/approach For this study, the authors used a netnographic approach to analyze 69 YouTube videos (>21 h of raw data) produced by infertility vloggers and more than 40,000 user comments. Findings The authors identify two ways in which infertility patients benefit from public discussions of the topic on social media: through watching videos and engaging in discussions, patients satisfy their infertility-related needs (i.e. the need for information, emotional support and experience sharing); and through reaching people who are not affected by infertility, vloggers help to de-taboo the issue as well as sensitize and educate society. Practical implications To providers of tabooed services, this study’s findings emphasize the potential of incorporating social media in the consumer support strategy. Social implications This research highlights the value of the public discussion of infertility-related topics on social media platforms for consumers affected by the issue. Originality/value In this study, the public discussion of infertility-related topics through video blogs is presented as a valuable tool to enhance the well-being of individuals confronted with infertility as these vlogs satisfy related needs of the consumers and contribute to de-tabooing.","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-05-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48783500","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 service empowerment model: a collaborative approach to reducing vulnerability","authors":"Leslie Koppenhafer, Kristin A. Scott, Todd Weaver, M. Mulder","doi":"10.1108/jsm-10-2022-0317","DOIUrl":"https://doi.org/10.1108/jsm-10-2022-0317","url":null,"abstract":"\u0000Purpose\u0000Service researchers have been tasked with improving the well-being of consumers experiencing vulnerability. The current research aims to demonstrate how these consumers can experience empowerment through transformative service improvements to the traditional microfinance model.\u0000\u0000\u0000Design/methodology/approach\u0000To ground the research in a real-world setting with consumers experiencing vulnerability, the research team worked with a nonprofit microfinance organization offering loans to communities of Indigenous women entrepreneurs. The research team worked in six communities and conducted over 25 borrower interviews and 14 staff and volunteer interviews totaling 1,200 min of recorded content.\u0000\u0000\u0000Findings\u0000The present investigation of a unique approach to microfinance offers a new theoretical model, the service empowerment model (SEM), which illustrates how empowerment emanates from processes and outcomes at three distinct levels: micro, meso and macro. Recognizing that change occurs individually and also at familial and societal levels begins to challenge deeply rooted structural and cultural norms involved in the services ecosystem.\u0000\u0000\u0000Practical implications\u0000Originating from the microfinance service setting, the SEM can be explored, tested and implemented as a pilot program in a variety of service settings that involve transformative service initiatives (e.g. homelessness, refugees, etc.).\u0000\u0000\u0000Social implications\u0000As society pursues solutions to the pressing problems of consumers experiencing vulnerability, the present research offers critical insights into how services should be designed.\u0000\u0000\u0000Originality/value\u0000The present research defines a new term, service empowerment, and creates a new theoretical model, the SEM, to aid in improving transformative service initiatives.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47536491","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 interactions between commuters with disabilities and transport service providers","authors":"E. Mogaji, N. P. Nguyen","doi":"10.1108/jsm-04-2022-0145","DOIUrl":"https://doi.org/10.1108/jsm-04-2022-0145","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to explore the interactions between commuters with disabilities and transport services providers and to contribute to a better understanding of transformative service design, ensuring equitable access and the overall well-being of individuals.\u0000\u0000\u0000Design/methodology/approach\u0000This study collected qualitative data through ethnographic fieldwork and interviews with commuters with disabilities and transport services providers. The data were thematically analysed using NVivo.\u0000\u0000\u0000Findings\u0000Evidence suggests that there are opportunities for service users to be included in the co-creation of transformative transport service at different stages of a journey: entering service interaction, transitioning through service interaction and exiting service interaction. However, the reluctance of service providers to transform their services was recognised, due to a lack of awareness, interest, regulator demands and financial capabilities.\u0000\u0000\u0000Research limitations/implications\u0000This study broadens the comprehension of procedures and strategies for engaging consumers experiencing vulnerabilities in transformative service design and pushes the limits of the current understanding to recognise the inherent challenges of unregulated service providers designing transformative services in an unregulated market.\u0000\u0000\u0000Practical implications\u0000This newfound knowledge is crucial for developing better approaches that cater to the needs of these individuals and further contributes towards developing transformative service initiatives, which are activities that serve people experiencing vulnerabilities and that try to improve their well-being. These include specialised training and social marketing campaigns for service providers in the informal market and new mobility start-ups or social enterprises with the potential to disrupt the informal economy and offer innovative solutions, such as assistive technologies, mobile apps and journey planners that provide exceptional customer service.\u0000\u0000\u0000Originality/value\u0000Previous studies on transformative service designs have focused on regulated service providers, such as health care and financial services. This study, however, explores the unregulated transport sector in a developing country and recognises how the intricate nature of informal service provision may jeopardise the prospects of developing a transformative service for consumers experiencing vulnerabilities.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49551678","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":"Servicescape insights in place of birth: from restorative servicescapes to co-curated transformative places","authors":"Jayne Krisjanous, Janet Davey, B. Heyward, Billie F. Bradford","doi":"10.1108/jsm-05-2022-0157","DOIUrl":"https://doi.org/10.1108/jsm-05-2022-0157","url":null,"abstract":"\u0000Purpose\u0000Servicescape is well recognized by marketing scholars as a key influence in transformative service outcomes. However, the concept of enabling transformative health outcomes through physical servicescape design is often overlooked. The purpose of this study is to integrate marketing's servicescape research with birth territory theory and the enabling places framework, conceptualizing a Co-Curated Transformative Place (CCTP) framework.\u0000\u0000\u0000Design/methodology/approach\u0000This cross-disciplinary conceptual paper uses three places of birth (POB) servicescapes for low-risk birthing women to ground the CCTP framework.\u0000\u0000\u0000Findings\u0000Positioned within transformative service research, this study shows how POB servicescapes are CCTPs. The organizing framework of CCTP comprises four key steps founded on agile and adaptive co-curation of physical place resources.\u0000\u0000\u0000Research limitations/implications\u0000This study extends the servicescape conceptualization to incorporate the continuum of terrain, introducing adaptive and agile co-curation of places.\u0000\u0000\u0000Practical implications\u0000The materiality of place and physical resources in CCTP are usefully understood in terms of co-curated substantive staging according to service actor needs. The CCTP servicescape maximizes desired value outcomes and quality experience by adaptive response to service demands and service actors’ needs.\u0000\u0000\u0000Originality/value\u0000Theoretical discourse of health servicescapes is expanded to focus on the material components of place and their foundational role in generating resources and capabilities that facilitate the realization of service value. In the CCTP, service actors flexibly select, present and adapt physical artifacts and material resources of the service terrain according to dynamic actor needs and service responsibilities, enabling transformative outcomes. Co-curation facilitates reciprocal synergy between other dimensions of place and servicescape.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-05-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48286116","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":"Enhancing affective commitment through gamified services of luxury brands: role of game mechanics and self-congruity","authors":"Garima Saxena, Sheetal Jain, Sita Mishra","doi":"10.1108/jsm-06-2022-0217","DOIUrl":"https://doi.org/10.1108/jsm-06-2022-0217","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine the effect of consumers’ gaming motivations on customer–brand engagement and the potential of this engagement to develop self–brand connections and affective commitment toward luxury brands. Second, it explores if the setup game mechanics and self-congruity with the brand can strengthen the effectiveness of motivation to engage with gamification on customer–brand engagement and self-brand connection.\u0000\u0000\u0000Design/methodology/approach\u0000Data were collected through the survey method using a structured questionnaire. The sample comprised 249 millennial luxury consumers in India. Data analysis was conducted using AMOS 25 and PROCESS Macro for SPSS.\u0000\u0000\u0000Findings\u0000The findings support the mediating role of customer–brand engagement and self–brand connection in the relationship between motivation to engage with gamification and affective commitment. While setup game mechanics and self-congruity with brand positively moderate the effect of motivation to engage with gamification on affective commitment via self–brand connection, a similar effect is not found for the relationship via customer–brand engagement. This study presents important implications for both marketers and academicians.\u0000\u0000\u0000Originality/value\u0000This study applies the mechanics–dynamics–emotions framework and social exchange theory to explain gamified services as a cocreation process between consumers and luxury brands, fostering customer engagement, connection and commitment with the brands. It highlights the role of setup game mechanics and self-congruity in strengthening the effect of luxury consumers’ gaming motivations on engagement and connection with the brand.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-05-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48703259","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":"Wellbeing implications of BoP marketing: a service ecosystem approach","authors":"Yupal Shukla, R. Singh, P. Dwivedi, Ravi Chatterjee","doi":"10.1108/jsm-03-2022-0105","DOIUrl":"https://doi.org/10.1108/jsm-03-2022-0105","url":null,"abstract":"Purpose The socioeconomically deprived segment called bottom of pyramid lives in extreme resource-constrained environments and is being excluded from having access to many services. This study aims to investigate the role played by virtual engagement platforms in bringing well-being to base of the pyramid (BoP) customers. This study also uses transformative service research and service ecosystem-based approach. Design/methodology/approach The study uses qualitative approach. Data was collected and analyzed through 16 in-depth interviews with BoP service actors. Findings Present study explains the role played by virtual engagement platforms as an intermediator between farmers and the service entity. Herein, it may be noted that the role of virtual platforms contributes to the well-being of the BoP community. Originality/value The authors’ research work broadens service organizations’ reach by better serving people in the BoP, which ultimately helps in removing unfairness and establishes service inclusion.","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-05-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43046992","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 interplay between physical and social servicescape: investigating negative CCI","authors":"Olivier Furrer, Mikèle Landry, Chloé Baillod, Jie Yu Kerguignas","doi":"10.1108/jsm-04-2022-0148","DOIUrl":"https://doi.org/10.1108/jsm-04-2022-0148","url":null,"abstract":"\u0000Purpose\u0000Negative customer-to-customer interactions (NCCI) occurring in physical service encounters can have a detrimental effect on a focal customer’s experience. This paper aims to explore how the interplay between the physical servicescape and the presence and behavior of other customers can lead to NCCI. Moreover, through an examination of customers’ responsibility attribution, the paper underlines the need for service organizations to manage this interplay.\u0000\u0000\u0000Design/methodology/approach\u0000The authors rely on a mixed approach with two studies grounded in the Stimulus–Organism–Response paradigm. In a preliminary quantitative study, the authors test a model of the effects of NCCI on customers’ attribution and behavioral outcomes using partial least squares structural equation modeling. Next, in a qualitative study, they collect and explore NCCI incidents in eight service industries relying on the critical incident technique (CIT).\u0000\u0000\u0000Findings\u0000When experiencing NCCI, customers attribute at least partial responsibility for their negative experience to the service provider. The findings of the CIT study reveal three interplay mechanisms leading to NCCI: when other customers’ behavior is triggered by the physical servicescape; when other customers’ behavior is incongruent with the behavioral norms set by the physical servicescape; and when the physical servicescape is altered by other customers’ misbehavior.\u0000\u0000\u0000Originality/value\u0000This paper provides a comprehensive, empirically grounded, understanding of the interplay between the physical and social servicescape, focusing on the presence and behavior of the other customers and its effect on the customer experience.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-05-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41664014","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}