Journal of Service Research最新文献

Humans Vs. Service Robots as Social Actors in Persuasion Settings 人类与服务机器人作为劝说环境中的社会行动者

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2024-09-10 DOI: 10.1177/10946705241278842

Heekyung Lee, Youjae Yi

引用次数: 0

Responding to Cyberattacks: The Persuasiveness of Claiming Victimhood 应对网络攻击：自称受害者的说服力

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2024-09-07 DOI: 10.1177/10946705241271337

Paolo Antonetti, Ilaria Baghi

{"title":"Responding to Cyberattacks: The Persuasiveness of Claiming Victimhood","authors":"Paolo Antonetti, Ilaria Baghi","doi":"10.1177/10946705241271337","DOIUrl":"https://doi.org/10.1177/10946705241271337","url":null,"abstract":"Evidence shows that, in the aftermath of cyberattacks, organizations usually accept responsibility for having failed to protect stakeholders’ data more effectively. While this strategy is reasonable in many circumstances, research suggests that it would be unsuitable in situations where the data breach is caused exclusively by criminal actors, what scholars refer to as a “victim crisis.” We argue that, in this type of situations, organizations can apologize while claiming victimhood. We present a model of moderated mediation explaining the persuasiveness of this strategy as a response to cyberattacks. In five experiments, we show that an apology claiming victimhood outperforms an apology accepting or rejecting responsibility. However, claiming victimhood is effective only when evidence of harm is provided and when the organization cannot be construed as being partly responsible for the attack. Furthermore, claiming victimhood is more effective if the focal organization is perceived as virtuous and the cybercriminal as very competent. The study contributes to the literature on service failure and recovery by offering the first account of how claims of victimhood can be deployed effectively. Furthermore, the study raises important managerial implications by proposing a novel communication strategy that can be deployed in the aftermath of cyberattacks.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"22 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-09-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142206396","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}

引用次数: 0

Unethical Consumer Behavior Following Artificial Intelligence Agent Encounters: The Differential Effect of AI Agent Roles and its Boundary Conditions 遭遇人工智能代理后消费者的不道德行为：人工智能代理角色的差异效应及其边界条件

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2024-08-28 DOI: 10.1177/10946705241278837

Shaohui Lei, Lishan Xie, Jiamin Peng

引用次数: 0

A Framework of Services-as-Practices 服务即实践框架

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2024-08-27 DOI: 10.1177/10946705241274128

Per Skålén

{"title":"A Framework of Services-as-Practices","authors":"Per Skålén","doi":"10.1177/10946705241274128","DOIUrl":"https://doi.org/10.1177/10946705241274128","url":null,"abstract":"The idea of conceptualizing services as a type of discrete entity that are different from goods provided the initial conceptual foundation of service research. Today, this foundation has been denounced and replaced by the service-dominant logic (SDL), which suggests that service is a logic reffering to how resources are integrated by actors in order to cocreate value-in-use. However, researchers and practitioners still commonly refer to services as a type of discrete entity. To facilitate the understanding of services, this paper develops a services-as-practices (SaP) framework consisting of six propositions. Key to the SaP framework is the fact that services are conceptualized as bundles of value cocreation practices (VCPs). These VCPs are organized and recurring activities that are intended to cocreate value, but they can also codestroy (i.e., diminish) value when performed. The SaP framework contributes to service research by developing: (1) a novel conceptualization of services that realizes the long-lasting opportunity to understand services-as-activities, (2) a novel conceptualization of value that aligns theoretically with this understanding of services, and (3) the service research discipline as a whole. The latter contribution is accomplished by revising the notion of services as a type of discrete entity in such a way that a fruitful alternative perspective to focusing on service as a logic along the lines of the SDL is achieved. The SaP framework also provides practitioners with a novel perspective as regards understanding, managing, and developing services.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"3 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-08-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142206398","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}

引用次数: 0

The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services AR 云：驾驭元宇宙增强技术，增强服务内部的价值共创

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2024-07-25 DOI: 10.1177/10946705241265753

Saifeddin Alimamy, Timothy Jung

引用次数: 0

Design Principles for Virtual Reality Applications Used in Collaborative Service Encounters 协作服务中使用的虚拟现实应用的设计原则

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2024-07-20 DOI: 10.1177/10946705241266971

Essi Pöyry, Jani Holopainen, Petri Parvinen, Osmo Mattila, Tuure Tuunanen

{"title":"Design Principles for Virtual Reality Applications Used in Collaborative Service Encounters","authors":"Essi Pöyry, Jani Holopainen, Petri Parvinen, Osmo Mattila, Tuure Tuunanen","doi":"10.1177/10946705241266971","DOIUrl":"https://doi.org/10.1177/10946705241266971","url":null,"abstract":"Immersive technologies like virtual reality (VR) provide new opportunities to augment service encounters by supporting customer–service agent collaboration and problem-solving. Guided by the value cocreation and service technology infusion literature, a design science research (DSR) study is carried out with three iteratively developed versions of a VR application used to make decisions about forest management services. The aim is to develop design principles (DPs) for physical VR technology-infused service encounters. DSR produces unique knowledge on how a VR solution affects customer–service agent collaboration. In each development cycle, the problem–solution fit is evaluated, and emerging problems are addressed in the following DSR cycles. Based on interviews ( N = 127) with customers and service agents of a forest management service company conducted during the DSR cycles, we show that VR technology solutions support collaboration and problem-solving in knowledge-intensive service encounters by invoking dialogue difficult to generate otherwise—especially when decision-makers are novices and service outcomes are physical and irreversible. We present three new DPs that help conceptualize how collaborative service encounters can be improved by using a developing VR technology: (1) the principle of empowerment, (2) the principle of focus, and (3) the principle of guided decision-making.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"94 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-07-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141737753","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}

引用次数: 0

Steady Hand at the Wheel: How Perceived Movement Influences Consumer Responses to Brand Failures 车轮上的稳健之手：感知到的动向如何影响消费者对品牌失败的反应

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2024-06-24 DOI: 10.1177/10946705241264008

Laura Boman, Lam An, Ganga S. Urumutta Hewage, Jonathan Hasford

引用次数: 0

An Inconvenient Truth: Understanding Service Inconvenience in Digital Platforms 难以忽视的真相：了解数字平台服务不便之处

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2024-05-29 DOI: 10.1177/10946705241254735

Natalia Amat-Lefort, Stuart J. Barnes

{"title":"An Inconvenient Truth: Understanding Service Inconvenience in Digital Platforms","authors":"Natalia Amat-Lefort, Stuart J. Barnes","doi":"10.1177/10946705241254735","DOIUrl":"https://doi.org/10.1177/10946705241254735","url":null,"abstract":"In today’s busy world, convenience is on the rise. On-demand services (e.g., food delivery services) promise swift solutions to our daily needs. However, limited research explores how service inconveniences (e.g., order cancelations and delays) impact consumer satisfaction, and which factors exacerbate such impact. This study addresses this gap by leveraging text analytics on a dataset of 222,371 user-generated reviews in food delivery platforms. Building on the Model of Service Convenience and Attribution Theory, we hypothesize that when consumers experience an inconvenience, it is not only what happened that matters to them, but also why they think it happened (causal attributions). Given that these two models have not been jointly tested, it is unclear how attributions moderate the effect of different service inconveniences on satisfaction. We present a scalable approach to measure service inconvenience attributions, allowing us to identify not only critical inconveniences but also a new construct: remote support inconvenience. Our results show that when stability or responsibility attributions are present, the effect of inconveniences on satisfaction can be over four or eleven times stronger (−426% and −1,140% from baseline, respectively). These insights contribute to the theoretical understanding of service inconveniences and offer actionable guidance for platforms to improve their services.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"44 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141189444","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}

引用次数: 0

Customer-Perceived Innovation: Considerations for Financial Performance and Methodological Approaches 客户感知的创新：财务业绩和方法论的考虑因素

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2024-05-08 DOI: 10.1177/10946705241253016

Anders Gustafsson, Tohid Ghanbarpour

{"title":"Customer-Perceived Innovation: Considerations for Financial Performance and Methodological Approaches","authors":"Anders Gustafsson, Tohid Ghanbarpour","doi":"10.1177/10946705241253016","DOIUrl":"https://doi.org/10.1177/10946705241253016","url":null,"abstract":"As firms increasingly uncover their activities to key stakeholders through various media, the perception of these activities is becoming more important for firm performance. Traditionally, access to industry-wide databases provides important metrics on customer perceptions of performance, such as customer satisfaction and brand equity. In addition, numerous studies have highlighted firms' innovation-related actions (e.g., R&D spending and patent counts) as critical metrics linked to their financial performance. Perceived Firm Innovation (PFI) emerges as a relatively new and under-studied metric with the potential to impact a firm's financial success. Keiningham et al. are among the pioneers in this area. This commentary views their article as a vital initial step in understanding PFI’s impact. Considering that the service sector accounts for over 70 percent of the GDP in any developed country, service innovation is a broad phenomenon. Given the breadth of the area, we point to the challenge of capturing this phenomenon with a single metric like PFI. We also discuss crucial methodological considerations for future research, including estimation methods, sample size, and financial metrics.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"17 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-05-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140932804","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}

引用次数: 0

Just Name it: The Act of Naming Humanoid Service Robots Decreases Perceived Eeriness and Increases Repurchase Intent 只需命名：为仿人服务机器人命名的行为会降低感知到的恐怖感，并增强再购买意向

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2024-05-07 DOI: 10.1177/10946705241248242

Malak El Halabi, Olivier Trendel

{"title":"Just Name it: The Act of Naming Humanoid Service Robots Decreases Perceived Eeriness and Increases Repurchase Intent","authors":"Malak El Halabi, Olivier Trendel","doi":"10.1177/10946705241248242","DOIUrl":"https://doi.org/10.1177/10946705241248242","url":null,"abstract":"Though Humanoid Service Robots are the “holy grail” of robotics, the discomfort, specifically the feelings of eeriness, they elicit in consumers still raises concerns as to their successful implementation in service settings. From a firm’s point of view, the main question revolves around how to integrate humanoid service robots without hurting consumers' repurchase intent as a result of their perceived eeriness. The results of four experiments (including a study involving real interactions), using four distinct humanoid service robots and four different service settings, collectively examine a novel marketing solution which consists of consumers assigning a name to a humanoid service robot. We show that humanoid service robots with customer-assigned names versus no name or store-assigned names increase consumers' repurchase intent. This is because the act of naming simultaneously increases perceived familiarity of the humanoid service robot and control over it, which decrease its perceived eeriness and consequently increase consumers' interaction enjoyment. Altogether, our studies offer theoretical and managerial insights on how engaging consumers in the act of naming can facilitate technological infusion into service frontlines.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"23 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-05-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140932675","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}

引用次数: 0