Journal of Service Research最新文献_第10页

Driving Retail Cross-Selling 推动零售交叉销售

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-04-28 DOI: 10.1177/10946705221087399

A. Xu, Raymond Loi, C. Chow, Vicky S. Z. Lin

引用次数: 2

Modular Service Design of Information Technology-Enabled Services 信息技术服务的模块化服务设计

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-04-22 DOI: 10.1177/10946705221082775

T. Tuunanen, Markus Salo, Feng Li

引用次数: 5

Artificial Emotions and Love and Sex Doll Service Workers 人工情感与爱与性玩偶服务工作者

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-04-14 DOI: 10.1177/10946705211063692

Russell Belk

{"title":"Artificial Emotions and Love and Sex Doll Service Workers","authors":"Russell Belk","doi":"10.1177/10946705211063692","DOIUrl":"https://doi.org/10.1177/10946705211063692","url":null,"abstract":"Realistic looking humanoid love and sex dolls have been available on a somewhat secretive basis for at least three decades. But today the industry has gone mainstream with North American, European, and Asian producers using mass customization and competing on the bases of features, realism, price, and depth of product lines. As a result, realistic life size artificial companions are becoming more affordable to purchase and more feasible to patronize on a service basis. Sexual relations may be without equal when it comes to emotional intimacy. Yet, the increasingly vocal and interactive robotic versions of these dolls, feel nothing. They may nevertheless induce emotions in users that potentially surpass the pleasure of human-human sexual experiences. The most technologically advanced love and sex robots are forecast to sense human emotions and gear their performances of empathy, conversation, and sexual activity accordingly. I offer a model of how this might be done to provide a better service experience. I compare the nature of resulting “artificial emotions” by robots to natural emotions by humans. I explore the ethical issues entailed in offering love and sex robot services with artificial emotions and offer a conclusion and recommendations for service management and for further research.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"40 1","pages":"521 - 536"},"PeriodicalIF":12.4,"publicationDate":"2022-04-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88740134","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: 16

It is Really Not a Game: An Integrative Review of Gamification for Service Research 这真的不是游戏:服务研究的游戏化综合评论

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-04-11 DOI: 10.1177/10946705221076272

Robert Ciuchita, J. Heller, Sarah Köcher, Sören Köcher, T. Leclercq, Karim Sidaoui, S. Stead

{"title":"It is Really Not a Game: An Integrative Review of Gamification for Service Research","authors":"Robert Ciuchita, J. Heller, Sarah Köcher, Sören Köcher, T. Leclercq, Karim Sidaoui, S. Stead","doi":"10.1177/10946705221076272","DOIUrl":"https://doi.org/10.1177/10946705221076272","url":null,"abstract":"Gamification has attracted considerable practitioner attention and has become a viable tactic for influencing behavior, boosting innovation, and improving marketing outcomes across industries. Simultaneously, studies on the use of gamification techniques have emerged in diverse fields, including computer science, education, and healthcare. Despite the broad popularity of gamification in other fields, it has received only limited attention in the service literature. Moreover, the findings of extant studies on gamification in the service field are inconclusive and suggest an incomplete understanding of the employment of gamification in service contexts. Thus, this study aims to integrate the growing but scattered cross-disciplinary literature on gamification and to emphasize its relevance to service research. Specifically, we first conceptualize gamification for service and differentiate it from related concepts. Then, using a systematic literature review, we identify 34 empirical articles that reflect this gamification conceptualization and can be connected to relevant service research themes (e.g., customer participation, experience, and loyalty). Employing activity theory, we derive four higher-order functions of gamification: production, consumption, exchange, and distribution. Finally, we develop a research agenda to generate a better understanding of the central aspects within each of the identified gamification functions and stimulate future academic efforts on gamification in services.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"38 1","pages":"3 - 20"},"PeriodicalIF":12.4,"publicationDate":"2022-04-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"83477033","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: 15

Toward Multisensory Customer Experiences: A Cross-Disciplinary Bibliometric Review and Future Research Directions 迈向多感官顾客体验:跨学科文献计量学回顾与未来研究方向

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-03-26 DOI: 10.1177/10946705221079941

S. Stead, R.A.E. Wetzels, Martin Wetzels, G. Odekerken-Schröder, D. Mahr

{"title":"Toward Multisensory Customer Experiences: A Cross-Disciplinary Bibliometric Review and Future Research Directions","authors":"S. Stead, R.A.E. Wetzels, Martin Wetzels, G. Odekerken-Schröder, D. Mahr","doi":"10.1177/10946705221079941","DOIUrl":"https://doi.org/10.1177/10946705221079941","url":null,"abstract":"An in-depth understanding of multisensory customer experiences could inform and transform service experiences across the touchpoints of customer journeys. Sensory research in service and marketing disciplines mostly refers to individual senses in isolation. However, relevant insights could be gleaned from other disciplines to explore the multisensory nature of customer experiences. Noting the fragmented state of research surrounding such topics, the current article presents a systematic, objective overview of the content and theoretical foundations underlying the notion of multisensory customer experiences. Seeking a holistic understanding and research agenda for service research, the authors adopt both text mining and co-citation analyses overlaying findings from the cross-disciplinary foundation to uncover relevant theoretical, conceptual, and methodological developments. The resulting research agenda encourages scholars to employ diverse theories and methods to investigate multisensory stimuli, their integration, and perception, as well as the link between multisensory customer experiences and emotions. These insights then can inform the design of multisensory omnichannel service experiences.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"20 1","pages":"440 - 459"},"PeriodicalIF":12.4,"publicationDate":"2022-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82787045","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: 9

To go or to let it go: A regulatory focus perspective on Bundle Consumption 去还是不去:对捆绑消费的监管焦点视角

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-03-03 DOI: 10.1177/10946705211067101

A. Pandey, S. Tripathi

{"title":"To go or to let it go: A regulatory focus perspective on Bundle Consumption","authors":"A. Pandey, S. Tripathi","doi":"10.1177/10946705211067101","DOIUrl":"https://doi.org/10.1177/10946705211067101","url":null,"abstract":"Despite the widespread reliance on service bundles across industries (examples include theater season-tickets, vacation packages, and annual sports passes), the impact of consumer-specific factors on the post-purchase consumptions of such bundles has received limited academic attention. Drawing on regulatory focus theory, we show that a consumer’s regulatory orientation influences the consumption of service bundles, and that the impacts are mediated by construal level. Using six studies (including a field study and a quasi-field experiment using Twitter data) we illustrate that prevention-focused individuals demonstrate concrete construal and are better able to resolve the ambiguity in allocating costs and benefits to individual bundle components, leading to higher consumption. By examining the role of a consumer’s regulatory orientation, our work advances the theoretical understanding of consumer behavior in response to the bundling of services. We make an important methodological contribution by demonstrating how text-mining can be innovatively utilized to analyze consumer posts on Twitter to infer regulatory focus and understand service bundle consumption. Our studies provide practical guidance to managers seeking to infer (using publicly available Twitter data and consumer-provided inputs during purchase) and prime (using advertisements and nudges) regulatory focus to understand/influence service consumption.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"31 1","pages":"136 - 150"},"PeriodicalIF":12.4,"publicationDate":"2022-03-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85878876","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: 3

Social Media Communication and Company Value: The Moderating Role of Industry Competitiveness 社交媒体传播与企业价值:行业竞争力的调节作用

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-02-24 DOI: 10.1177/10946705211072429

A. Golmohammadi, Dinesh K. Gauri, Hooman Mirahmad

{"title":"Social Media Communication and Company Value: The Moderating Role of Industry Competitiveness","authors":"A. Golmohammadi, Dinesh K. Gauri, Hooman Mirahmad","doi":"10.1177/10946705211072429","DOIUrl":"https://doi.org/10.1177/10946705211072429","url":null,"abstract":"Existing research demonstrates that industry competitiveness influences the effectiveness of marketing actions. However, limited scholarly attention has been paid to how service companies should communicate on social media under different levels of industry competitiveness. The current research seeks to address this gap in the literature by analyzing social media communication, brand impression, and financial data from two large samples of service companies and by employing state-of-the-art methods of machine learning. Study 1 demonstrates that industry competitiveness positively (negatively) moderates the impact of persuasive tone (volume) of social media communications on company value. We argue that these effects stem from investors’ expectations about the impact of these communication styles in facilitating differentiation and improving brand impressions in a congested competitive environment. Consistent with this mechanism, Study 2 reveals that as an industry becomes more cluttered, persuasive tone (volume) becomes more (less) effective in impacting consumers’ brand impressions. The findings provide important insights for service companies that operate under different levels of industry competitiveness.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"2 1","pages":"120 - 135"},"PeriodicalIF":12.4,"publicationDate":"2022-02-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88560089","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: 3

Conceptualizing Services and Service Innovation: A Practice Theory Study of the Swedish Music Market 服务概念化与服务创新:瑞典音乐市场的实践理论研究

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-02-22 DOI: 10.1177/10946705211062693

Per Skålén, Johanna Gummerus

{"title":"Conceptualizing Services and Service Innovation: A Practice Theory Study of the Swedish Music Market","authors":"Per Skålén, Johanna Gummerus","doi":"10.1177/10946705211062693","DOIUrl":"https://doi.org/10.1177/10946705211062693","url":null,"abstract":"In today’s complex and interconnected marketplace, the study of services and service innovation among multiple actors is an underdeveloped, but a theoretically and managerially relevant research area for enabling value cocreation. Building on general practice theory, the scarce prior service research that has drawn on practice theory, and an empirical study of the Swedish music market, this paper outlines a framework that conceptualizes services and service innovation among multiple actors by focusing on value cocreation practices (VCPs). The framework contributes to service research by conceptualizing services as bundles of VCPs, providing a theoretical foundation for the research that studies services as activities. It also contributes to service research by conceptualizing service innovation as the creation of VCPs. The paper shows how actors’ concrete activities, in combination with the valancing of VCPs existing in the market, induce service innovation. A future agenda for research on services and service innovation is also proposed. In addition to these theoretical contributions, the paper offers practical insights into how managers, with the help of the framework, may broaden their focus to include the shared VCPs of the markets to secure a competitive advantage.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"4 1","pages":"83 - 102"},"PeriodicalIF":12.4,"publicationDate":"2022-02-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73250910","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: 10

Food Experience Design to Prevent Unintended Consequences and Improve Well-being 食物体验设计，防止意外后果，提高幸福感

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2021-12-22 DOI: 10.1177/10946705211057593

Michela Addis, Wided Batat, S. Atakan, C. Austin, Danae Manika, P. Peter, Lane Peterson

引用次数: 4

Unintended Consequences in Transformative Service Research: Helping Without Harming 变革服务研究中的意外后果:帮助而不伤害

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2021-12-17 DOI: 10.1177/10946705211061190

Christopher P. Blocker, Brennan Davis, L. Anderson

{"title":"Unintended Consequences in Transformative Service Research: Helping Without Harming","authors":"Christopher P. Blocker, Brennan Davis, L. Anderson","doi":"10.1177/10946705211061190","DOIUrl":"https://doi.org/10.1177/10946705211061190","url":null,"abstract":"Even as transformative service initiatives promote greater well-being, they may also create unintentionally negative consequences. Research investigates boundary conditions and boomerang effects that wash out or reverse the intended effects of service initiatives. However, such research generally advances greater depth of insight about unintended consequences in a particular stream rather than bridging this knowledge across service domains. Thus, service research lacks integrative frameworks, theory, and empirical insight to advance more generalizable knowledge about unintended consequences. The purpose of this editorial is to clarify the importance of investigating unintended consequences across service contexts and propose pathways as a catalyst for research. Using theory on unintended consequences, we delineate the types of unintended consequences and discuss the underlying mechanisms. We identify themes that span papers in the special issue and illuminate negative spillover consequences. The editorial concludes with an overview of future research avenues with potential to accelerate important transformative service research.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"25 1","pages":"3 - 8"},"PeriodicalIF":12.4,"publicationDate":"2021-12-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"83260543","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: 14