Journal of Service Research最新文献_第2页

Dying to Understand How Electronic Word of Mouth Legitimates Sustainable Innovations in Stigmatized Markets 渴望了解电子口碑如何使污名化市场中的可持续创新合法化

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2024-05-04 DOI: 10.1177/10946705241248238

Stephanie Villers, Rumina Dhalla, Jan Oberholzer

{"title":"Dying to Understand How Electronic Word of Mouth Legitimates Sustainable Innovations in Stigmatized Markets","authors":"Stephanie Villers, Rumina Dhalla, Jan Oberholzer","doi":"10.1177/10946705241248238","DOIUrl":"https://doi.org/10.1177/10946705241248238","url":null,"abstract":"Entrepreneurs entering stigmatized markets face barriers to entry beyond those encountered in traditional markets. Yet, little research examines factors influencing the diffusion of these goods and services. Through the lens of institutional theory, this paper proposes and demonstrates the application of a conceptual model outlining the process by which stigmatized innovations become (de-)institutionalized. We combine mixed methods by blending qualitative with quantitative tools to analyze the legitimating influence of electronic word-of-mouth (eWOM) over time. Our findings suggest that dichotomized consumer preferences stem from normative (natural and benevolent versus artificial and malevolent), cultural-cognitive (ecological health and sustainable services versus public health and traditional services), and regulatory (government rule versus market rule) binaries that influence the deinstitutionalization of orthodoxy (utopian versus dystopian worldviews). Notwithstanding, we show that, in stigmatized markets, consumers look to eWOM to inform their choices, which can aid in deinstitutionalizing rational myths and help perpetuate service innovation. We also find that in stigmatized markets, the existing industry does not show a predictable response to societal pressures for service innovations that promote social wellbeing and sustainability.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"17 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-05-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140830434","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

Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers 忠诚度计划中的积分兑换：客户关系特征的作用及其对服务提供商的影响

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2024-04-17 DOI: 10.1177/10946705241246341

Chen Li, Srinivasan Swaminathan, Junhee Kim

{"title":"Point Redemption in Loyalty Programs: The Role of Customer Relationship Characteristics and Their Implications for Service Providers","authors":"Chen Li, Srinivasan Swaminathan, Junhee Kim","doi":"10.1177/10946705241246341","DOIUrl":"https://doi.org/10.1177/10946705241246341","url":null,"abstract":"Customer–firm relationship affects firm performance, and loyalty programs are a popular tool to enhance this relationship in service industries. An essential measure of a loyalty program’s effectiveness is its members’ point redemption behavior. Customers engage more with the firm when they periodically redeem points. However, current studies find that customers tend to stockpile rather than redeem points. In this research, the authors investigate the relationships between customer relationship characteristics in loyalty programs (i.e., purchase depth, purchase breadth, purchase recency, redemption depth, redemption breadth, and redemption recency) and customers’ point redemption behavior. The empirical analyses show that customers with higher purchase depth and redemption recency are more likely to redeem points. However, customers with higher purchase breadth, purchase recency, redemption depth, and redemption breadth are less likely to redeem points. In addition, once deciding to redeem, customers with higher purchase breadth and purchase recency will redeem more points. The results imply that managers should motivate point redemptions among customers who purchase a lot from the firm but are concentrated on their purchases and redemptions. The findings also indicate that point redemption is a valuable tool to regain customers who are drifting away from the firm.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"99 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-04-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140616399","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 Engagement in Utilitarian vs. Hedonic Service Contexts 功利性与享乐性服务背景下的客户参与

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2024-04-12 DOI: 10.1177/10946705241242901

Jenna Adriana Maeve Barrett, Elina Jaakkola, Jonas Heller, Elisabeth Christine Brüggen

{"title":"Customer Engagement in Utilitarian vs. Hedonic Service Contexts","authors":"Jenna Adriana Maeve Barrett, Elina Jaakkola, Jonas Heller, Elisabeth Christine Brüggen","doi":"10.1177/10946705241242901","DOIUrl":"https://doi.org/10.1177/10946705241242901","url":null,"abstract":"In the last decade, customer engagement has become a key concept in service research. While the customer engagement literature has gained significant traction and is maturing, studies have predominantly focused on hedonic consumption contexts, such as social media platforms or brand communities. We argue that hedonic and utilitarian service services are fundamentally different. Therefore, existing research knowledge on customer engagement does not necessarily hold in more utilitarian contexts, such as healthcare or financial services, where greater customer engagement could increase societal and individual well-being. By synthesizing insights from the customer engagement literature and the literature on hedonic versus utilitarian consumption, we identify assumptions in customer engagement research that need revising. We extract five fundamental features that differ between hedonic and utilitarian services (affectivity, motivational focus, perception of necessity, role of risk, and relational focus). Based on these features, we derive propositions that describe the role of context for the drivers and outcomes of customer engagement, as well as their interrelationships, and provide guidelines for future research to augment the scope of customer engagement research. As its main contribution, this article problematizes the current premises of customer engagement research and demonstrates that assumptions held about customer engagement are not necessarily generalizable across contexts.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"17 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-04-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140603160","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

Multilevel Value Co-Creation Within Key Accounts 关键客户内部的多层次价值共创

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2024-03-05 DOI: 10.1177/10946705241235948

Kumar R. Ranjan, Scott B. Friend, Avinash Malshe

{"title":"Multilevel Value Co-Creation Within Key Accounts","authors":"Kumar R. Ranjan, Scott B. Friend, Avinash Malshe","doi":"10.1177/10946705241235948","DOIUrl":"https://doi.org/10.1177/10946705241235948","url":null,"abstract":"Optimizing complex service partnerships requires an understanding of multilevel value co-creation processes in a customer-supplier ecosystem. Such strategic business-to-business relationships impact supplier costs and revenues, necessitating dedicated personnel across hierarchical levels to co-create value. The authors study the customer-supplier ecosystem intra-organizationally across firm levels to understand value expectations and orientations, and extra-organizationally to identify supplier harmonization strategies for managing multilevel value co-creation. Empirically, the authors conduct a multilevel-multisource qualitative case study within a strategic partnership, with a service contract valued at over $100 million per year, that includes senior- and frontline-level interviews in the key account customer organization (32 participants) and supplier organization (22 participants). The analysis focuses on how institutions, spanning contracts, and behavioral norms within the business-to-business customer-supplier ecosystem, govern actions and aspirations. Findings typify the nature of divergent value expectations between customer hierarchies along with level-specific co-creation orientations. As future prognosis hinges on harmonizing practices and institutions to address discrepancies in value visibility across customer levels, such an assessment also enables actionable strategies to enhance reengagement. The findings collectively offer theoretical implications for key account management (KAM) research, influencing areas such as professionalization of KAM, effectiveness in KAM, and network dynamics within KAM.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"247 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-03-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140047607","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 Value: A Comprehensive Meta-analysis 客户感知价值：综合元分析

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2023-12-17 DOI: 10.1177/10946705231222295

Markus Blut, Damien Chaney, Renaud Lunardo, Rémi Mencarelli, Dhruv Grewal

{"title":"Customer Perceived Value: A Comprehensive Meta-analysis","authors":"Markus Blut, Damien Chaney, Renaud Lunardo, Rémi Mencarelli, Dhruv Grewal","doi":"10.1177/10946705231222295","DOIUrl":"https://doi.org/10.1177/10946705231222295","url":null,"abstract":"Customer perceived value (CPV) is a cornerstone of marketing literature. However, myriad studies have generated contradictory empirical findings. In addition, though some existing literature reviews help clarify the conceptual foundations of CPV, the literature lacks a meta-analysis of empirical evidence about the CPV model and its effects. To consolidate existing research, the current meta-analysis assesses the findings of 687 articles, involving 780 independent samples and 357,247 customers. The most integrative CPV model, which includes benefits, sacrifices, and overall value, performs best. Empirical generalizations also reveal the relative weights of various benefits and sacrifices integrated into this CPV model and causal chains between CPV and different outcomes (satisfaction, word-of-mouth, and repurchase intentions). Finally, this analysis uncovers moderating effects of multiple relational contexts: nonprofit/for-profit, public/private, contractual/non-contractual, online/offline, business-to-business/business-to-consumer, and goods/services. For scholars, this article synthesizes existing findings on CPV; for managers, the results provide suggestions for ways to increase CPV.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"2 6","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-12-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138965995","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 Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination 客户对企业创新性和市场表现的看法：国家级纵向跨行业研究

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2023-12-14 DOI: 10.1177/10946705231220463

T. Keiningham, Lerzan Aksoy, A. Buoye, An Yan, Forrest V. Morgeson, Gina Woodall, Bart Larivière

引用次数: 0

Work Characteristics Needed by Middle Managers When Leading AI-Integrated Service Teams 中层管理人员在领导人工智能集成服务团队时需要具备的工作特征

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2023-12-13 DOI: 10.1177/10946705231220462

Jonna Koponen, S. Julkunen, Anne Laajalahti, Marianna Turunen, Brian Spitzberg

{"title":"Work Characteristics Needed by Middle Managers When Leading AI-Integrated Service Teams","authors":"Jonna Koponen, S. Julkunen, Anne Laajalahti, Marianna Turunen, Brian Spitzberg","doi":"10.1177/10946705231220462","DOIUrl":"https://doi.org/10.1177/10946705231220462","url":null,"abstract":"Artificial intelligence (AI) is a significant part of digital transformation that signifies new requirements for middle managers in AI-integrated work contexts. This is particularly evident in financial service industries. Given the significance and rapidity of this technological transition, this case study investigated how middle managers perceived the impacts of AI system integration on their work characteristics. Interview data were gathered from 25 middle managers of a company providing financial services. The data were analyzed using the Gioia method. The findings showed that the AI systems applied in the case company were perceived as technical tools (mechanical AI) or coworkers (thinking AI and feeling AI), which had different impacts on middle managers’ work characteristics and the relationship between humans and AI systems. The middle managers’ work characteristics included contextual, task, competence, social, and relationship characteristics. Regarding the relationship characteristics, this study shows theoretically distinct human–AI relationship types. The findings are organized into a conceptual framework. AI system integration in service teams is a complex phenomenon that makes middle managers’ work more demanding and requires balancing and managing multiple challenges and dialectical tensions. The findings inform the selection and training of managers according to changing work characteristics in the digital age.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"40 8","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-12-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139006174","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

Unlocking Service Provider Excellence: Expanding the Touchpoints, Context, Qualities Framework 开启卓越服务提供商之门：扩展 "接触点、背景、素质 "框架

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2023-12-11 DOI: 10.1177/10946705231218406

Hsiu-Yu Hung, Nick Lee, Yansong Hu

引用次数: 0

Being Alone or Together: How Frontline Anthropomorphized Robots Affect Solo (vs. Joint) Service Consumption 独处还是共处？前线拟人化机器人如何影响单独（与联合）服务消费

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2023-12-04 DOI: 10.1177/10946705231218405

Do The Khoa, Kimmy Wa Chan

{"title":"Being Alone or Together: How Frontline Anthropomorphized Robots Affect Solo (vs. Joint) Service Consumption","authors":"Do The Khoa, Kimmy Wa Chan","doi":"10.1177/10946705231218405","DOIUrl":"https://doi.org/10.1177/10946705231218405","url":null,"abstract":"Solo consumption has become an emerging trend in recent years. However, the service experiences of solo customers with the growing adoption of frontline humanlike robots remain unclear, particularly in direct comparison with joint customers. Building on the literature of anthropomorphism and information processing theory, this study examines whether and how frontline anthropomorphized robots (FAR) might improve the service experiences of solo customers relative to their joint counterparts. Data from four studies, including field and online experiments, reveal that solo customers are more likely than joint customers to perceive FAR as offering rapport but also as being eerie, leading to different service evaluations (both attitudinal and behavioral outcomes). Nevertheless, as parallel mechanisms, these levels of social rapport and eeriness are contingent on features of the FAR, the service delivery process, and customers’ consumption goals. The rapport (eeriness) mechanism is strengthened (weakened) when the robot is of in-group favoritism, the service process deprives customers of control, and customers have a hedonic consumption goal. With the boom in adopting frontline humanlike robots in hospitality services, this study offers managerially relevant implications for serving solo customers as an emerging segment along with the traditional segment of joint customers.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"37 20","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-12-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138603777","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

Understanding the Chasm in the Diffusion of Online Food Benefit Ordering: A Service Ecosystem Approach 了解在线食品福利订购传播中的鸿沟：服务生态系统方法

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2023-11-16 DOI: 10.1177/10946705231215150

Chuanyi Tang, Junzhou Zhang, Qi Zhang, Emily Fisher, Kayoung Park

{"title":"Understanding the Chasm in the Diffusion of Online Food Benefit Ordering: A Service Ecosystem Approach","authors":"Chuanyi Tang, Junzhou Zhang, Qi Zhang, Emily Fisher, Kayoung Park","doi":"10.1177/10946705231215150","DOIUrl":"https://doi.org/10.1177/10946705231215150","url":null,"abstract":"Although consumers used online grocery shopping more frequently to limit exposure to the COVID-19 virus during the pandemic, the participants of some federal nutrition assistance programs lacked the option to redeem their food benefits online. Some retailers were pilot-testing online food benefit ordering for the participants of the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC), one of the largest federal nutrition assistance programs in the United States. Linking the administrative data from a state WIC agency with the online ordering data from a grocery store chain, Study 1 empirically estimates the diffusion of online food benefit ordering among WIC participants, examines the influence of the COVID-19 pandemic-related factors, store strategies, and individual characteristics on the diffusion process, and unveils the existence of a diffusion chasm. Study 2 is a qualitative study in which WIC participants and store employees were interviewed. A service ecosystem framework is developed to explain how the chasm was formed and non-adoptions occurred. The retrospective examination of the diffusion chasm during the pandemic provides important recommendations regarding how to cross the chasm and improve WIC participants’ food well-being.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"15 12","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139269781","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