Journal of Service Research最新文献_第3页

Optimizing Service Productivity With Substitutable and Limited Resources 利用有限资源替代优化服务生产力

2区管理学

Journal of Service Research Pub Date : 2023-11-08 DOI: 10.1177/10946705231213118

Jens Hogreve, Alexander Hübner, Mirjam Dobmeier

{"title":"Optimizing Service Productivity With Substitutable and Limited Resources","authors":"Jens Hogreve, Alexander Hübner, Mirjam Dobmeier","doi":"10.1177/10946705231213118","DOIUrl":"https://doi.org/10.1177/10946705231213118","url":null,"abstract":"This article develops a decision model which enables service firms to optimize their productivity. Companies must efficiently determine the necessary resource input to increase service productivity to meet customer demand. In so doing, managers face service-specific challenges: They must select the appropriate type and quantity of limited resources to deliver services efficiently, consider the volatility of demand to provide services effectively, and integrate the interaction effects of resources in terms of substitution to utilize constraint resources optimally. In addressing these challenges, we develop an interdisciplinary approach by combining insights from service research and operations research to create a decision model that helps managers select the optimal type and quantity of resources available to overcome the abovementioned challenges. We validate our model in several case studies and further generalize our findings by applying it to different data settings. Ultimately, we prove that productivity can be increased significantly if firms optimize resource selection by considering stochastic demand, the effects of substitution among resources, and resource constraints.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"208 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-11-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135341185","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 the Full Potential of Transformative Service Research by Embedding Collaboration Throughout the Research Process 通过在整个研究过程中嵌入协作，释放变革性服务研究的全部潜力

2区管理学

Journal of Service Research Pub Date : 2023-11-08 DOI: 10.1177/10946705231213121

Jessica Weaver, Philippa Hunter-Jones, Rory Donnelly

引用次数: 0

Sustainable Service 可持续发展服务

2区管理学

Journal of Service Research Pub Date : 2023-10-27 DOI: 10.1177/10946705231208259

Timothy Keiningham, Lerzan Aksoy, Edward Malthouse

引用次数: 0

Despotic Leadership and Front-Line Employee Deviant Work Behaviors in Service Organizations: The Roles of Moral Disengagement and Moral Identity 服务组织中专制领导与一线员工越轨行为:道德脱离和道德认同的作用

2区管理学

Journal of Service Research Pub Date : 2023-10-26 DOI: 10.1177/10946705231207991

Muhammad Waheed Akhtar, Thomas Garavan, Fauzia Syed, Chunhui Huo, Muzhar Javed, Fergal O’Brien

{"title":"Despotic Leadership and Front-Line Employee Deviant Work Behaviors in Service Organizations: The Roles of Moral Disengagement and Moral Identity","authors":"Muhammad Waheed Akhtar, Thomas Garavan, Fauzia Syed, Chunhui Huo, Muzhar Javed, Fergal O’Brien","doi":"10.1177/10946705231207991","DOIUrl":"https://doi.org/10.1177/10946705231207991","url":null,"abstract":"Research on despotic leadership and its impacts on the behavior of front-line employees (FLE) in service organizations is nascent. Drawing on the social cognitive theory of morality, we develop and test a model in two service settings investigating the direct and indirect effects of despotic leadership on three FLE deviant work behaviors. In Study 1, using a multi-wave, multi-data source research design with data derived from banks, telecommunications, and training/education service organizations in Pakistan, we demonstrate the ecological validity of our constructs. In Study 2, using a multi-wave, multi-source longitudinal research design, we investigated these relationships in hotels located in Pakistan and confirmed the results found in Study 1 and also investigated the sustainability of deviant work outcomes. Cumulatively, we found support for the direct effects of despotic leadership on FLE deviant work behaviors. Moral disengagement acted as a partial mediator of these relationships and moral identity moderated the mediated relationship between despotic leadership and FLE deviant work behaviors via moral disengagement. Our findings provide a nuanced understanding of despotic leadership and FLE deviant work behaviors in service settings. We contribute to the front-line services literature stream by focusing on the supervisor and FLE interaction and highlighting research and practice implications.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"38 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134902558","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

“We truly love what we do”: The Tribal Consumer Inside Passionate Service Employees “我们真正热爱我们所做的”:部落消费者内心的热情服务员工

2区管理学

Journal of Service Research Pub Date : 2023-10-18 DOI: 10.1177/10946705231204982

Ramona Riehle, Verena E. Wieser, Andrea Hemetsberger

引用次数: 0

The Influence of Corporate Social Responsibility on Stakeholders in Different Business Contexts 不同商业环境下企业社会责任对利益相关者的影响

2区管理学

Journal of Service Research Pub Date : 2023-10-17 DOI: 10.1177/10946705231207992

Tohid Ghanbarpour, Lawrence Crosby, Michael D. Johnson, Anders Gustafsson

{"title":"The Influence of Corporate Social Responsibility on Stakeholders in Different Business Contexts","authors":"Tohid Ghanbarpour, Lawrence Crosby, Michael D. Johnson, Anders Gustafsson","doi":"10.1177/10946705231207992","DOIUrl":"https://doi.org/10.1177/10946705231207992","url":null,"abstract":"The authors explore two important topics related to this special issue. One is how corporate social responsibility (CSR) activities impacts stakeholders, more specifically customers and shareholders/investors. Second is understanding customer recognition and demand for CSR activities. Insight into these topics is gained through the study of contextual differences in this value creation. Previous studies suggest that two important contextual differences have the potential to impact CSR-based value creation, the product versus service nature of the firm and whether the firm operates primarily in a business-to-business (B2B) versus business-to-consumer (B2C) channel. The lower innovative capabilities of service firms and the relative intangibility of services should hamper the impact of CSR activities in service versus product contexts. The impact should be higher, however, in a B2B versus B2C context based on the need for greater organizational alignment, adaptation, and relationship-specific investments. Results from a large-scale secondary dataset reinforce prior findings that CSR activities influence firm value through customer satisfaction. Moreover, the results reveal that this effect is weaker for service (vs. product) firms and stronger for B2B (vs. B2C) firms. The findings offer important implications for marketing theory and practice.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"93 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135993876","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

Visual Aesthetic Quotient: Establishing the Effects of Computational Aesthetic Measures for Servicescape Design 视觉审美商:建立计算美学措施对服务逃脱设计的影响

2区管理学

Journal of Service Research Pub Date : 2023-10-17 DOI: 10.1177/10946705231205000

Deepak S Kumar, Sunil Sahadev, Keyoor Purani

{"title":"Visual Aesthetic Quotient: Establishing the Effects of Computational Aesthetic Measures for Servicescape Design","authors":"Deepak S Kumar, Sunil Sahadev, Keyoor Purani","doi":"10.1177/10946705231205000","DOIUrl":"https://doi.org/10.1177/10946705231205000","url":null,"abstract":"Visual aesthetics play a pivotal role in attracting and retaining customers in service environments. Building on theories of environmental psychology, this study introduces a novel and comprehensive aesthetic measure for evaluating servicescape design, which is called as the “visual aesthetic quotient” (VAQ). This measure is presented as the ratio of the dimensions of order and complexity in servicescape's visual design, and it aims to provide an objective and holistic approach of servicescape design evaluation. In addition, we introduce and validate a pioneering method for quantifying order and complexity objectively using algorithmic models applied to servicescape images. We investigated and established the influence of the VAQ on the perceived attractiveness of servicescapes, developing its role further in this context. The entire approach was comprehensively and rigorously examined using four studies (social media analytics, eye-tracking, a field experiment, and an experimental design), contributing to conceptual advancement and empirical testing. This study provides a novel, computational, objective, and holistic aesthetic measure for effective servicescape design management by validating computational aesthetic measures and establishing their role in influencing servicescape attractiveness; testing the mediation of processing fluency and pleasure; and examining the moderating effects of service context.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"26 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135995009","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 Negative Effect of Name: Mentions of Frontline Service Employee Name Reduce Online Review Persuasiveness 姓名的负面影响:提及前线服务员工姓名会降低在线评论的说服力

2区管理学

Journal of Service Research Pub Date : 2023-09-28 DOI: 10.1177/10946705231200172

Xinlan Li, Dong Hong Zhu, Yaping Chang

{"title":"The Negative Effect of Name: Mentions of Frontline Service Employee Name Reduce Online Review Persuasiveness","authors":"Xinlan Li, Dong Hong Zhu, Yaping Chang","doi":"10.1177/10946705231200172","DOIUrl":"https://doi.org/10.1177/10946705231200172","url":null,"abstract":"Some retailers encourage consumers to mention the names of frontline service employees when writing online reviews. As a result, although most consumers do not pay attention to frontline service employees’ names during consumption, they often see them in online reviews. The effect of this asymmetry on review persuasiveness is still unknown. This research examines the impact of mentioning frontline service employee names in online reviews on readers’ likelihood of being persuaded by them. The results of one secondary data analysis and four online experiments from China demonstrate that readers are less persuaded by positive online reviews mentioning (vs. not mentioning) frontline service employee names, and perceived deception mediates this negative effect. In addition, the level of required service expertise, occurrence frequency, and review valence moderate this negative effect. For services that require a high level of expertise, when the occurrence frequency of positive reviews mentioning frontline service employee names is low, and when the reviews are negative, the aforementioned negative effect diminishes. Our study offers a new direction for name research and identifies a new factor that influences online review persuasiveness. Our findings provide valuable managerial insights into online review management strategies in the Chinese context.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135344689","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

Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals 改善献血者保留和献血者关系与过去的捐赠使用呼吁

2区管理学

Journal of Service Research Pub Date : 2023-09-14 DOI: 10.1177/10946705231202244

Edlira Shehu, Besarta Veseli, Michel Clement, Karen Page Winterich

{"title":"Improving Blood Donor Retention and Donor Relationships with Past Donation Use Appeals","authors":"Edlira Shehu, Besarta Veseli, Michel Clement, Karen Page Winterich","doi":"10.1177/10946705231202244","DOIUrl":"https://doi.org/10.1177/10946705231202244","url":null,"abstract":"Blood donation services seek new strategies to improve donor relationships and increase donor retention. In this study, we propose a novel strategy that employs appeals with feedback on the use of blood donors’ past donations. We theorize that this feedback increases the perceived relationship investment and, subsequently, the quality of the relationship with the blood donation service, thereby increasing redonations. An online experiment shows the positive effect of past donation use appeals on donation intention and transmission through perceived relationship investment and relationship quality. Three field studies with Red Cross Blood Donation Services confirm the effectiveness of past donation use appeals on redonation behavior compared with thank-you appeals and with a future donation use appeal. Past donation use appeals are effective for retention purposes, especially for more experienced donors and when sent shortly after the donation. Such appeals also lead to higher reactivation rates of inactive donors. In addition to having practical implications, the study contributes to the relationship and nonprofit service literature.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134911124","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

A Systematic and Visual Overview of 25 Years of the Journal of Service Research: The Journey Continues 《服务研究杂志》25年的系统和视觉概述:旅程还在继续

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2023-09-05 DOI: 10.1177/10946705231194602

Martin Wetzels, Dhruv Grewal, Ruud Wetzels

{"title":"A Systematic and Visual Overview of 25 Years of the Journal of Service Research: The Journey Continues","authors":"Martin Wetzels, Dhruv Grewal, Ruud Wetzels","doi":"10.1177/10946705231194602","DOIUrl":"https://doi.org/10.1177/10946705231194602","url":null,"abstract":"When Journal of Service Research (JSR) completed its fifth lustrum in 2022, it offered an ideal opportunity to celebrate the present, review the past, and look forward to the service research community’s future. In reference to JSR’s specific aims to be rigorous, multidisciplinary, managerially relevant, and impactful, the current mixed-method study examines its evolution, thereby offering guidance for further research in the service domain. A newly identified, underlying topical structure embeds 15 research themes; it also reveals increasing disciplinarity among JSR publications’ theoretical roots, affirming the multidisciplinary focus the journal has achieved. Regarding academic impact, JSR accounts for around one-eighth (12.4%) of the service articles but nearly one-third of citations (30.0%) in the service domain. Similarly, in terms of practical impact, with a share of approximately 24.0% in the service articles that received media coverage, JSR publications are responsible for around 37.1% of the service domain’s media mentions. To increase these impacts, service scholars can use the insights generated herein to identify and pursue trajectories that warrant additional exploration.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"22 1","pages":"479 - 492"},"PeriodicalIF":12.4,"publicationDate":"2023-09-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85251073","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