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The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior 社会亲近感、归因和内疚感对接受功能失调顾客行为的影响
IF 5.9 3区 管理学
Service Business Pub Date : 2024-03-19 DOI: 10.1007/s11628-024-00556-0
Joana Boesche Tomazelli, Simoni F. Rohden, Lélis Balestrin Espartel
{"title":"The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior","authors":"Joana Boesche Tomazelli, Simoni F. Rohden, Lélis Balestrin Espartel","doi":"10.1007/s11628-024-00556-0","DOIUrl":"https://doi.org/10.1007/s11628-024-00556-0","url":null,"abstract":"<p>This study examines how construal levels affect the acceptability of dysfunctional customer behavior following service failure in restaurants. Across three experimental studies with online panel respondents (<i>n</i> = 555), we found that consumers feeling psychologically close to service providers are less likely to deem deviant actions acceptable. This stems from the trust they place in socially close service providers and their perceptions of failure controllability. Additionally, anticipated guilt plays a pivotal role in reducing the acceptability of dysfunctional behavior, particularly when seen as opportunistic. Our findings have implications for both academics and managers in understanding and addressing customer behavior post-service failures.</p>","PeriodicalId":51576,"journal":{"name":"Service Business","volume":"163 1","pages":""},"PeriodicalIF":5.9,"publicationDate":"2024-03-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140170869","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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 impact of internal social responsibility on service employees' job satisfaction and organizational engagement 内部社会责任对服务业员工工作满意度和组织参与度的影响
IF 5.9 3区 管理学
Service Business Pub Date : 2024-03-06 DOI: 10.1007/s11628-024-00555-1
Loan Thi-Hong Van, Le Dang Lang, Trong Liem-Phuoc Ngo, João Ferreira
{"title":"The impact of internal social responsibility on service employees' job satisfaction and organizational engagement","authors":"Loan Thi-Hong Van, Le Dang Lang, Trong Liem-Phuoc Ngo, João Ferreira","doi":"10.1007/s11628-024-00555-1","DOIUrl":"https://doi.org/10.1007/s11628-024-00555-1","url":null,"abstract":"<p>This study investigates the influence of internal corporate social responsibility (iCSR) aspects on employees' job satisfaction and organizational engagement through the lenses of social identity and social exchange theories. Based on a survey collected from 368 employees in 25 banks in Vietnam, the findings show the importance of each iCSR aspect in driving employee job satisfaction and organizational engagement. Job satisfaction is also found to be an antecedent of organizational engagement. The result adds a profound understanding of iCSR to the existing literature and helps bank managers have appropriate solutions to strengthen their employees' job satisfaction and organizational engagement.</p>","PeriodicalId":51576,"journal":{"name":"Service Business","volume":"1 1","pages":""},"PeriodicalIF":5.9,"publicationDate":"2024-03-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140046171","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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 comparative analysis of contactless e-service encounters in online platforms 在线平台中的非接触式电子服务遭遇对比分析
IF 5.9 3区 管理学
Service Business Pub Date : 2024-03-06 DOI: 10.1007/s11628-024-00554-2
Sang M. Lee, Soon Goo Hong, DonHee Lee
{"title":"A comparative analysis of contactless e-service encounters in online platforms","authors":"Sang M. Lee, Soon Goo Hong, DonHee Lee","doi":"10.1007/s11628-024-00554-2","DOIUrl":"https://doi.org/10.1007/s11628-024-00554-2","url":null,"abstract":"<p>This study examines the importance of customer-centered e-service encounter activities in online platforms for enhancing customer value in different service sectors. To identify and evaluate the key factors that contribute to 3Ts (task, e-tangible, treatment) of e-service encounter activities, the Analytic Hierarchy Process (AHP) was applied. The study results identified the following priority factors: for retail and food services—product diversity was rated the highest (30.1% and 28.5%, respectively), and brand reliability (26.6% and 25.8%, respectively) the second; for accommodation service—brand reliability was rated the highest (27.4%) and then product diversity (26.6%). The results of this study provide useful insights to service organizations for designing effective e-service encounter activities based on 3Ts. Thus, this study contributes to the literature through its theoretical and practical implications.</p>","PeriodicalId":51576,"journal":{"name":"Service Business","volume":"28 1","pages":""},"PeriodicalIF":5.9,"publicationDate":"2024-03-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140046211","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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 bibliometric analysis of metaverse technologies in healthcare services 医疗保健服务中的元技术文献计量分析
IF 5.9 3区 管理学
Service Business Pub Date : 2024-02-14 DOI: 10.1007/s11628-024-00553-3
Seckin Damar, Gulsah Hancerliogullari Koksalmis
{"title":"A bibliometric analysis of metaverse technologies in healthcare services","authors":"Seckin Damar, Gulsah Hancerliogullari Koksalmis","doi":"10.1007/s11628-024-00553-3","DOIUrl":"https://doi.org/10.1007/s11628-024-00553-3","url":null,"abstract":"<p>A bibliometric analysis was conducted to examine healthcare metaverse research using 3721 Web of Science publications covering the period 1994–2022. Using bibliometric and bibliographic link network analyses, this study aimed to uncover emerging trends, country and university contributions, author collaborations, and common metaverse themes. Contrary to expectations, inconsistent correlations between publication volume and citation impact emerged. This pioneering research evaluated empirical bibliometric laws, identified influential entities, and provided a structured thematic categorization for metaverse studies. Serving as the first comprehensive investigation of the healthcare metaverse, this study lays a solid foundation for subsequent research efforts and guides further scholarly research.</p>","PeriodicalId":51576,"journal":{"name":"Service Business","volume":"10 1","pages":""},"PeriodicalIF":5.9,"publicationDate":"2024-02-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139765288","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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
Diminishing role of regional uniqueness in preference to shop online amid COVID-19: a longitudinal analysis 在 COVID-19 中，地区独特性在网上购物偏好中的作用逐渐减弱：纵向分析
IF 5.9 3区 管理学
Service Business Pub Date : 2024-01-02 DOI: 10.1007/s11628-023-00551-x
Buraj Patrakosol
{"title":"Diminishing role of regional uniqueness in preference to shop online amid COVID-19: a longitudinal analysis","authors":"Buraj Patrakosol","doi":"10.1007/s11628-023-00551-x","DOIUrl":"https://doi.org/10.1007/s11628-023-00551-x","url":null,"abstract":"<p>Online shopping has been widely adopted during the COVID-19 pandemic due to its safety and convenience. Despite early studies validating increased online shopping, the impact of regional uniqueness was largely underexplored. This longitudinal study examines the interplay between regional uniqueness and online shopping trends, employing social cognitive theory as the foundation. The analysis of over 112,000 observations from 2018 to 2021 on comScore revealed that the influence of regional uniqueness on online shopping deteriorated during the pandemic. These results not only fortify social cognitive theory but also carry practical implications, signaling the need for additional research.</p>","PeriodicalId":51576,"journal":{"name":"Service Business","volume":"8 1","pages":""},"PeriodicalIF":5.9,"publicationDate":"2024-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139078742","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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
Validation of a design orientation scale in the trade and tourism sectors and assessment of its impact on firms’ performance 在贸易和旅游部门验证设计导向量表并评估其对企业绩效的影响
IF 5.9 3区 管理学
Service Business Pub Date : 2023-12-12 DOI: 10.1007/s11628-023-00550-y
Mónica Cantó-Primo, Irene Gil-Saura, Marta Frasquet-Deltoro
{"title":"Validation of a design orientation scale in the trade and tourism sectors and assessment of its impact on firms’ performance","authors":"Mónica Cantó-Primo, Irene Gil-Saura, Marta Frasquet-Deltoro","doi":"10.1007/s11628-023-00550-y","DOIUrl":"https://doi.org/10.1007/s11628-023-00550-y","url":null,"abstract":"<p>The aim of this paper is to validate a multidimensional measurement of design orientation and test its links with marketing design integration and competitive advantage in trade and tourism companies. Structural equations modelling was used to analyse data from 421 service firms. The results show that design orientation helps firms to achieve a competitive advantage and thus improve their relationship with service users and their business effectiveness. This study provides trade and tourism firms with an instrument to accomplish design orientation by assessing its constituent dimensions.</p>","PeriodicalId":51576,"journal":{"name":"Service Business","volume":"7 1","pages":""},"PeriodicalIF":5.9,"publicationDate":"2023-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138572438","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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
Flash sales: how consumers’ emotional responses to negative word-of-mouth affect diagnosticity and purchase intentions 限时抢购:消费者对负面口碑的情绪反应如何影响诊断和购买意愿
IF 5.9 3区 管理学
Service Business Pub Date : 2023-11-27 DOI: 10.1007/s11628-023-00549-5
Wee-Kheng Tan, Po-Yen Chen
{"title":"Flash sales: how consumers’ emotional responses to negative word-of-mouth affect diagnosticity and purchase intentions","authors":"Wee-Kheng Tan, Po-Yen Chen","doi":"10.1007/s11628-023-00549-5","DOIUrl":"https://doi.org/10.1007/s11628-023-00549-5","url":null,"abstract":"<p>Using information–cognition–intention model and by comparing emotional and rational negative word-of-mouth (nWOM), this study considered nWOM’s role in online flash sales by examining whether consumers would find nWOM diagnostic and lower purchase intentions during flash sales. Partial least squares analysis of 308 questionnaires (150 for emotional and 158 for rational nWOM) revealed that worry, skepticism, and optimism emotions resulting from reading nWOM played a more limited than those of gratitude. Perceived diagnosticity of rational nWOM dampened while emotional nWOM did not dampen purchase intentions. Hence, nWOM content influenced whether nWOM acted as a brake on purchase intentions.</p>","PeriodicalId":51576,"journal":{"name":"Service Business","volume":"21 1","pages":""},"PeriodicalIF":5.9,"publicationDate":"2023-11-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138540235","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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
Doing good for good: how does corporate social responsibility drive customer citizenship behavior? The mediation of engagement, trust, and identification 以德报德:企业社会责任如何推动客户公民行为?参与、信任和认同的中介作用
3区 管理学
Service Business Pub Date : 2023-11-14 DOI: 10.1007/s11628-023-00548-6
Shih-Hao Wu, Stephen Chi-Tsun Huang, Ching-Yi Daphne Tsai, Yu-Xuan You
{"title":"Doing good for good: how does corporate social responsibility drive customer citizenship behavior? The mediation of engagement, trust, and identification","authors":"Shih-Hao Wu, Stephen Chi-Tsun Huang, Ching-Yi Daphne Tsai, Yu-Xuan You","doi":"10.1007/s11628-023-00548-6","DOIUrl":"https://doi.org/10.1007/s11628-023-00548-6","url":null,"abstract":"","PeriodicalId":51576,"journal":{"name":"Service Business","volume":"6 12","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136228711","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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
Connecting artificial intelligence to value creation in services: mechanism and implications 将人工智能与服务中的价值创造联系起来:机制和影响
3区 管理学
Service Business Pub Date : 2023-10-31 DOI: 10.1007/s11628-023-00547-7
Minjun Kim
{"title":"Connecting artificial intelligence to value creation in services: mechanism and implications","authors":"Minjun Kim","doi":"10.1007/s11628-023-00547-7","DOIUrl":"https://doi.org/10.1007/s11628-023-00547-7","url":null,"abstract":"Abstract Artificial intelligence (AI) is transforming services by providing personalized solutions, enhancing customer experience, and reducing operational costs. To tackle the challenges posed by the extensive and diverse literature on AI services, a comprehensive review was conducted using text mining techniques on journal articles. Twelve key research topics were identified, and the enabler–interface–business framework was developed. In addition, a value creation mechanism for AI services consisting of 6Cs (i.e., connection, collection, and computation, communication, control, and co-creation) was proposed. The study provides a complete overview of AI services, facilitating academic discussion and industrial transformation.","PeriodicalId":51576,"journal":{"name":"Service Business","volume":"44 ","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135870796","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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
Exploring robot service quality priorities for different levels of intimacy with service 探索机器人服务质量优先级与服务的不同亲密程度
3区 管理学
Service Business Pub Date : 2023-10-25 DOI: 10.1007/s11628-023-00545-9
Ai-Hsuan Chiang, Szu-Yu Chou
{"title":"Exploring robot service quality priorities for different levels of intimacy with service","authors":"Ai-Hsuan Chiang, Szu-Yu Chou","doi":"10.1007/s11628-023-00545-9","DOIUrl":"https://doi.org/10.1007/s11628-023-00545-9","url":null,"abstract":"","PeriodicalId":51576,"journal":{"name":"Service Business","volume":"40 2","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135112586","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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
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