Journal of Service Research最新文献_第9页

Using Information-Seeking Argument Mining to Improve Service 利用信息寻找论证挖掘改进服务

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-06-29 DOI: 10.1177/10946705221110845

B. Skiera, Shunyao Yan, Johannes Daxenberger, Marcus Dombois, Iryna Gurevych

引用次数: 1

Ambient Temperature in Online Service Environments 在线业务环境温度

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-06-26 DOI: 10.1177/10946705221110848

U. Orth, Nathalie Spielmann, Caroline Meyer

{"title":"Ambient Temperature in Online Service Environments","authors":"U. Orth, Nathalie Spielmann, Caroline Meyer","doi":"10.1177/10946705221110848","DOIUrl":"https://doi.org/10.1177/10946705221110848","url":null,"abstract":"Ambient Temperature in Online Service environments (ATOS) is a sensory cue not directly accessible in current online servicescape technology, but inferred from secondary cues, particularly visual ones. This study integrates research on cross-modal inferences with a situated cognitions framework and the stereotype content model to show that ATOS enhances judgment of service provider warmth, in turn influencing important service outcomes. A pilot study explores the linkages between consumer online and offline experiences, providing evidence for online service environments’ capacity (especially ATOS) to shape customer judgment and behavior. Study 1 examines a tropical island holiday resort to show that online representations of the environment evoke situated cognitions and preferences consistent with high ambient temperature. Study 2 uses virtual tours of cafés to demonstrate that ATOS, through judgment of service provider warmth, positively influences purchase intention and other managerially important service outcomes. Study 3 employs 12 service contexts to replicate ATOS effects, mediated through warmth, and to show that effects are stronger in contexts where service provision is directed more at objects (vs. people). Given that ambient temperature is ubiquitous in all types of service settings and easily adjusted by practitioners, managerial implications outline how service marketers can more effectively employ ATOS.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"78 1","pages":"155 - 172"},"PeriodicalIF":12.4,"publicationDate":"2022-06-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"81306207","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

Service Robots in Long-Term Care: A Consumer-Centric View 长期护理中的服务机器人:以消费者为中心的观点

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-06-26 DOI: 10.1177/10946705221110849

E. Kipnis, F. McLeay, A. Grimes, Stevienna de Saille, Stephen Potter

{"title":"Service Robots in Long-Term Care: A Consumer-Centric View","authors":"E. Kipnis, F. McLeay, A. Grimes, Stevienna de Saille, Stephen Potter","doi":"10.1177/10946705221110849","DOIUrl":"https://doi.org/10.1177/10946705221110849","url":null,"abstract":"Service robots with advanced intelligence capabilities can potentially transform servicescapes. However, limited attention has been given to how consumers experiencing vulnerabilities, particularly those with disabilities, envisage the characteristics of robots’ prospective integration into emotionally intense servicescapes, such as long-term care (LTC). We take an interdisciplinary approach conducting three exploratory studies with consumers with disabilities involving Community Philosophy, LEGO ® Serious Play ® , and Design Thinking methods. Addressing a lack of consumer-centric research, we offer a three-fold contribution by 1) developing a conceptualization of consumer-conceived value of robots in LTC, which are envisaged as a supporting resource offering consumers opportunities to realize value; 2) empirically evidencing pathogenic vulnerabilities as a potential value-destruction factor to underscore the importance of integrating service robots research with a service inclusion paradigm; and 3) providing a theoretical extension and clarification of prior characterizations of robots’ empathetic and emotion-related AI capabilities. Consumers with disabilities conceive robots able to stimulate and regulate emotions by mimicking cognitive and behavioral empathy, but unable to express affective and moral empathy, which is central to care experience. While providing support for care practices, for the foreseeable future, service robots will not, in themselves, actualize the experience of “being cared for.”","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"4 1","pages":"667 - 685"},"PeriodicalIF":12.4,"publicationDate":"2022-06-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"77041524","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: 12

How Smart Should a Service Robot Be? 服务机器人应该有多智能?

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-06-24 DOI: 10.1177/10946705221107704

J. Schepers, D. Belanche, L. Casaló, C. Flavián

{"title":"How Smart Should a Service Robot Be?","authors":"J. Schepers, D. Belanche, L. Casaló, C. Flavián","doi":"10.1177/10946705221107704","DOIUrl":"https://doi.org/10.1177/10946705221107704","url":null,"abstract":"Service robots are taking over the frontline. They can possess three types of artificial intelligence (AI): mechanical, thinking, and feeling AI. Although these intelligences determine how service robots can help customers, not much is known about how customers respond to robots of different intelligence. This paper addresses this gap, builds on the appraisal theory of emotions, and employs three online experiments and one field study to demonstrate that customers have different emotional responses to the three types of AI. Particularly, the influence of AI on positive emotions becomes stronger as the AI type becomes more sophisticated. That is, feeling AI relates more strongly to positive emotions than mechanical AI. Also, feeling AI and thinking AI increase spending and loyalty intention through customers’ positive emotions. We also identify important contingency effects of service tiers: mechanical AI is more suitable for low-cost firms, whereas feeling AI mainly benefits full-service providers. Remarkably, none of the three intelligences are directly related to negative emotions; perceived robot autonomy is an important mediator in these relationships. The findings yield concrete managerial guidance as to how smart a service robot should be by pinpointing the right type of AI given the market segment of the service provider.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"2 1","pages":"565 - 582"},"PeriodicalIF":12.4,"publicationDate":"2022-06-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74603892","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: 35

Conscious Empathic AI in Service 有意识的移情AI服务

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-06-03 DOI: 10.1177/10946705221103531

H. Esmaeilzadeh, R. Vaezi

引用次数: 7

Periodic Versus Aggregate Donations: Leveraging Donation Frequencies to Cultivate the Regular Donor Portfolio 定期捐赠与累计捐赠:利用捐赠频率培养定期捐赠组合

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-05-31 DOI: 10.1177/10946705221103270

Ana Minguez, F. J. Sese

{"title":"Periodic Versus Aggregate Donations: Leveraging Donation Frequencies to Cultivate the Regular Donor Portfolio","authors":"Ana Minguez, F. J. Sese","doi":"10.1177/10946705221103270","DOIUrl":"https://doi.org/10.1177/10946705221103270","url":null,"abstract":"Charitable organizations play a key role in society but face the recurrent challenge of obtaining sufficient resources to accomplish their missions. The regular donor portfolio becomes a critical element in providing stable and long-lasting funding, and its effective management has emerged as a key research area. This study investigates the impact of the donation frequency by regular donors on their donation amount over time. Drawing from temporal reframing literature, we provide an understanding of these effects as well as the moderating role of the motivations to donate (self- vs other-oriented). The study also investigates the extent to which frequency choices are influenced by the motivations to donate and by the donation options presented during registration. Using a sample of regular donors from 2013 to 2019 and applying dynamic panel data techniques, the findings reveal that higher frequencies lead to higher donations, though this effect is strengthened by self-oriented motivations and weakened by other-oriented motivations. Our study shows that motivations to donate and donation options jointly explain donation frequencies. This study provides useful guidance for charities on how to increase regular donors’ perceived value and their contributions to help these organizations provide essential services to the most vulnerable groups in society. Graphical Abstract","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"41 1","pages":"283 - 299"},"PeriodicalIF":12.4,"publicationDate":"2022-05-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74844540","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: 4

Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach 服务机器人遭遇中的顾客情感:一种机器-人类混合智能方法

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-05-28 DOI: 10.1177/10946705221103937

Raffaele Filieri, Zhibin Lin, Yulei Li, Xiaoqian Lu, Xingwei Yang

{"title":"Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach","authors":"Raffaele Filieri, Zhibin Lin, Yulei Li, Xiaoqian Lu, Xingwei Yang","doi":"10.1177/10946705221103937","DOIUrl":"https://doi.org/10.1177/10946705221103937","url":null,"abstract":"Understanding consumer emotions arising from robot-customers encounters and shared through online reviews is critical for forecasting consumers’ intention to adopt service robots. Qualitative analysis has the advantage of generating rich insights from data, but it requires intensive manual work. Scholars have emphasized the benefits of using algorithms for recognizing and differentiating among emotions. This study critically addresses the advantages and disadvantages of qualitative analysis and machine learning methods by adopting a hybrid machine-human intelligence approach. We extracted a sample of 9707 customers reviews from two major social media platforms (Ctrip and TripAdvisor), encompassing 412 hotels in 8 countries. The results show that the customer experience with service robots is overwhelmingly positive, revealing that interacting with robots triggers emotions of joy, love, surprise, interest, and excitement. Discontent is mainly expressed when customers cannot use service robots due to malfunctioning. Service robots trigger more emotions when they move. The findings further reveal the potential moderation effect of culture on customer emotional reactions to service robots. The study highlights that the hybrid approach can take advantage of the scalability and efficiency of machine learning algorithms while overcoming its shortcomings, such as poor interpretative capacity and limited emotion categories.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"25 1","pages":"614 - 629"},"PeriodicalIF":12.4,"publicationDate":"2022-05-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82251188","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: 26

Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence 思考能力并不能保护服务工作者不被人工智能取代

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-05-23 DOI: 10.1177/10946705221104312

Darina Vorobeva, Yasmina El Fassi, Diego Costa Pinto, Diego Hildebrand, M. Herter, A. Mattila

引用次数: 13

How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media 网络不文明如何影响消费者在品牌社交媒体上的参与行为

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-05-16 DOI: 10.1177/10946705221096192

Jeremy S. Wolter, T. Bacile, Pei Xu

{"title":"How Online Incivility Affects Consumer Engagement Behavior on Brands’ Social Media","authors":"Jeremy S. Wolter, T. Bacile, Pei Xu","doi":"10.1177/10946705221096192","DOIUrl":"https://doi.org/10.1177/10946705221096192","url":null,"abstract":"Research on consumer engagement in social media is flourishing. However, online incivility is rampant and its effect on consumer engagement is unknown. The current work posits long-term consumer engagement with a brand is decreased when consumer-to-consumer uncivil interactions take place on brands’ social media channels. Using behavioral data from Facebook, the first study documents that a consumer’s incivility to another consumer increases the victim’s engagement in the short term but decreases their engagement over the long term. Further, a brand’s response mitigates these effects. Two follow-up studies using scenario-based experiments provide evidence that consumer injustice perceptions mediate a confrontation coping strategy, while ostracism perceptions mediate an avoidance coping strategy. The experiments also evidence that a brand response mitigates some of the effects of incivility. However, an uncivil interaction from a brand advocate can ostracize a victim despite a brand response. Together, our work furthers consumer engagement and consumer incivility theory while also suggesting that practitioners should manage incivility on brands’ social media pages. Graphical Abstract","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"37 1","pages":"103 - 119"},"PeriodicalIF":12.4,"publicationDate":"2022-05-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"76699975","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: 6

Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences 服务文化中的全球本地化:顾客服务期望和体验中的紧张关系

IF 12.4 2区管理学

Journal of Service Research Pub Date : 2022-05-09 DOI: 10.1177/10946705221094638

Anu Helkkula, E. Arnould, A. Chen

{"title":"Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences","authors":"Anu Helkkula, E. Arnould, A. Chen","doi":"10.1177/10946705221094638","DOIUrl":"https://doi.org/10.1177/10946705221094638","url":null,"abstract":"In the global world, service cultures interact. The co-shaping interaction of local and global service cultures is a form of glocalization. In China, interaction between traditional Chinese medicine (TCM) and Western medicine (WM) has produced glocalized versions of both services. Through analysis of customers’ experience of healthcare service in southwestern China, this paper addresses two research questions: What distinctive cultural resources do informants associate with WM and TCM? And how do tensions emerge in the contrast between customers’ expected and experienced cultural resources in glocalized healthcare service? The resource integration construct provides theoretical language to analyze customers’ service experiences in glocalized service cultures. One theoretical contribution resulting from this analysis is showing that culturally specific resources embedded in service systems emerge phenomenologically through resource integration in customers’ experiences. A second theoretical contribution resulting from this analysis is demonstrating how the mix of culturally specific resources from two glocalized services causes tensions and effects how experience is interpreted and valued. The article’s managerial contribution is a four-step culture-comparative resource framework. The framework can help managers identify tensions in customer expectations and experiences in glocalized service and identify needed changes to facilitate customers’ positive service experiences.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"69 1","pages":"233 - 250"},"PeriodicalIF":12.4,"publicationDate":"2022-05-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78702313","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: 2