Showing papers in "Journal of Services Marketing in 2020"
TL;DR: In this article, the authors synthesize the widespread economic impact of the outbreak of COVID-19 and present a new concept, service mega-disruptions (SMDs), which refers to fast moving market disturbances at a massive scale caused by a pandemic.
Abstract: Purpose: This paper aims to synthesize the widespread economic impact of the outbreak of COVID-19 and presents a new concept, service mega-disruptions (SMDs), which refers to fast moving market disturbances at a massive scale caused by a pandemic. The purpose of this paper is to offer a framework to recognize the impact of SMDs on service ecosystems and a call to action for service researchers in light of the COVID-19 outbreak. Design/methodology/approach: This paper presents an overview of massive market disturbances that is observed across multiple service sectors based on current news reports. It then develops themes for timely and actionable research for service scholars. Findings: The outbreak of COVID-19 demonstrates that both service industries and the service research community face a new reality, something that we are not well-prepared to handle. A new framework is needed to understand the impact of such virus outbreaks, and current service marketing concepts need to be re-investigated from a new perspective. Originality/value: This paper contributes to the literature and service research community by addressing the phenomenon of SMDs by curating a framework and collection of research themes to understand what we observe and what we need to learn to do better in the future.
97 citations
TL;DR: In this paper, the authors present an integrated definition of service AI and identify the theoretical upheaval it creates, triggering a plethora of key research opportunities, and highlight that much is left to be explored.
Abstract: Artificial intelligence (AI) is currently having a dramatic impact on marketing. Future manifestations of AI are expected to bring even greater change, possibly ushering in the realization of the fourth industrial revolution. In accord with such expectations, this paper aims to examine AI’s current and potential impact on prominent service theories as related to the service encounter.,This paper reviews dominant service theories and their relevance to AI within the service encounter.,In doing so, this paper presents an integrated definition of service AI and identifies the theoretical upheaval it creates, triggering a plethora of key research opportunities.,Although scholars and practitioners are gaining a deeper understanding of AI and its role in services, this paper highlights that much is left to be explored. Therefore, service AI may require substantial modifications to existing theories or entirely new theories.
86 citations
TL;DR: In this paper, a review of the literature, documentation of sales and customer service experiences support the evolution of bot-driven consumer decision-making, proposing the botdriven service platform as a key component of the service experience.
Abstract: This paper aims to document how AI has changed the way consumers make decisions and propose how that change impacts services marketing, service research and service management.,A review of the literature, documentation of sales and customer service experiences support the evolution of bot-driven consumer decision-making, proposing the bot-driven service platform as a key component of the service experience.,Today the focus is on convenience, the less time and effort, the better. The authors propose that AI has taken convenience to a new level for consumers. By using bots as their service of choice, consumers outsource their decisions to algorithms, hence give little attention to traditional consumer decision-making models and brand emphasis. At the moment, this is especially true for low involvement types of decisions, but high involvement decisions are on the cusp of delegating to AI. Therefore, management needs to change how they view consumers’ decision-making-processes and how services are being managed.,In an AI-convenience driven service economy, the emphasis needs to be on search ranking or warehouse stock, rather than the traditional drivers of brand values such as service quality. Customer experience management will shift from interaction with products and services toward interactions with new service platforms such as AI, bots. Hence, service marketing, as the authors know it might be in decline and be replaced by an efficient complex attribute computer decision-making model.,The change in consumer behavior leads to a change in the service marketing approach needed in the world of AI. The bot, the new service platform is now in charge of search and choice for many purchase situations.
69 citations
TL;DR: In this paper, the authors analyze the contents of 3,177 service research articles published in ten major academic journals between 1993 and August 2019 and present an up-to-date picture of the discipline and an agenda to stimulate continued research.
Abstract: The growing service sector has experienced several revolutions that have transformed the way services are created and delivered. In parallel, services increasingly pique the interest of scholars, resulting in an expanding body of knowledge. Accordingly, it is time to reflect on extant service research, assess its boundaries, and think about its future. This paper aims to consider three research questions: How has service research evolved over the past 27 years? Which articles have most influenced the evolution of service research in the past 27 years? What are the most promising research themes for the future?,To answer these questions, the authors analyze the contents of 3,177 service research articles published in ten major academic journals between 1993 and August 2019. Multiple correspondence analysis reveals the evolution of key service research themes and their underlying relationships.,The research themes are organized in a growth–share matrix with four quadrants (stars, question marks, cash cows and pets) and also combine into four research clusters (human resource management, organizational behavior and strategy, technology, and operations and customer behavior and marketing). Together with a specified list of influential articles that have shaped the evolution of service research, these insights suggest an agenda for research.,Acknowledging the vast growth of service research, this study presents an up-to-date picture of the discipline and an agenda to stimulate continued research.
52 citations
TL;DR: In this article, a framework of lockdown-based CBE with essential/non-essential service interactions is developed, which are conceptualized by their respective capacity to meet differing needs in Maslow's hierarchy.
Abstract: While customer brand engagement (CBE) research has advanced important insight, most studies to-date explore CBE under regular, free-market conditions, yielding an important knowledge gap regarding its manifestation under less regular conditions, including disaster/pandemics. We therefore explore CBE with essential/non-essential service during COVID-19-prompted citizen lockdown.
Based on a review, we develop a framework of lockdown-based CBE with essential/non-essential service interactions, which are conceptualized by their respective capacity to meet differing needs in Maslow’s hierarchy. We view lockdown-based essential/non-essential service interactions to differentially impact CBE, as summarized in a set of Propositions.
The framework depicts lockdown-based essential/non-essential service interactions and their respective impact on CBE. We propose two essential service modes (i.e., socially distant/platform-mediated interactions) and two non-essential service modes (i.e., service closure/platform-mediated interactions), which we hypothesize to differently affect CBE. Moreover, we view the associations between our lockdown-based service modes and CBE to be moderated by customers’ regulatory focus (i.e., promotion/prevention), as formalized in our Propositions.
Given our focus on lockdown-based CBE, this paper adds unique insight to the literature. It also raises ample opportunities for further study, as outlined.
This research yields important managerial implications, including the suggested adoption of differing tactics/strategies to leverage promotion/prevention-focused customers’ brand engagement during lockdown.
By exploring the effects of lockdown-based essential/non-essential service modes on promotion/prevention-focused customers’ brand engagement, this paper adds novel insight.
45 citations
TL;DR: In this paper, a conceptual analysis of the current level of knowledge of service as an offering and of the nature of service marketing in the literature is presented, and the authors discuss two neglected topics within the domain of service research.
Abstract: This paper aims to emphasize two key research priorities central to the domain of service marketing.,Reflections based on conceptual analysis of the current level of knowledge of service as an offering and of the nature of service marketing in the literature.,It is observed that research into marketing and into service as an object of marketing, or as an offering, has been neglected for two decades and more. It is also shown that to restore its credibility, marketing needs to be reinvented. Furthermore, the point is made that if a proper understanding of service as an object of, for example, innovation, design, branding and development is lacking, or even only implicitly present, valid research into those and other important topics is at risk.,This paper discusses two neglected topics within the domain of service research. Other important areas of future research are not covered. However, the paper offers directions for service marketing research fundamental to the development of the discipline.,In earlier discussions of service and service marketing research priorities, the observation that service and marketing are neglected topics that need to be studied and further developed has not been made. The paper emphasizes that service marketing research also needs to return to its roots and suggests possible directions for future research.
38 citations
TL;DR: In this paper, the authors present an approach for service research that is both practice-and theory-relevant for the service research community, focusing on action research that can be both practice and theory relevant.
Abstract: PurposeConducting research that is both practice- and theory-relevant is important for the service research community. Action research can be a fruitful approach for service researchers studying th ...
28 citations
TL;DR: In this paper, the authors identify and analyze many future service challenges arising from socioeconomic, demographic, technology and service systems, environmental and social changes, and provide guidance for service marketers regarding research questions that are important to society and will need to be addressed by the year 2050.
Abstract: The purpose of this paper is to suggest some ways that service scholars can shape the future of the service discipline by building knowledge that is useful to businesses, individuals, communities, institutions, society and the bio-environment.,This paper explicitly considers how global trends are likely to influence future research challenges in the service discipline. Then, service research priorities are identified by drawing upon the principles of responsible research in business and management (RRBM) (www.rrbm.net).,The paper identifies and analyzes many future service challenges arising from socioeconomic, demographic, technology and service systems, environmental and social changes. These changes are categorized as favorable and unfavorable in their effect on the well-being of people, organizations, society and the environment.,This paper advocates more study of sustainability in service ecosystems, automation and the nature of service work, inclusion, equality and well-being of service workers; service in subsistence markets and the societal implications of new technology and big data.,The paper provides guidance for service marketers regarding research questions that are important to society and will need to be addressed by the year 2050. It translates the principles of RRBM into useful approaches to service marketing challenges that can be followed by all service researchers.,This paper discusses important societal issues such as individual and societal needs for privacy, security and transparency; the ethical sourcing and treatment of service workers and the impact of service actions on environmental outcomes.,The conceptual framework integrates knowledge about service research in a new way, with insights for future service researchers, managers and public policymakers.
27 citations
TL;DR: A review of the literature on value creation and destruction in social marketing services for social change can be found in this paper, where a research agenda for further work in this area is provided within the themes of 1. conceptual development, 2. broadening ontological, epistemological, and methodological foundations, 3. research contexts, and 4. measuring and evaluating value in Social marketing services.
Abstract: This paper aims to provide a review of the extant literature on value creation and destruction in social marketing services for social change, for the purposes of developing a research agenda for future research in this area. Creating value in social marketing services is now identified as a key focus for social marketing (Russell-Bennett et al., 2009; Domegan et al., 2013), yet work in this area is nascent and conceptual, methodological, and empirical work is needed to advance the research agenda (Zainuddin et al., 2013; 2016).,To help shape the future of research on value in social marketing services, this paper appraises the contributions of the current research literature, and identifies gaps in the current knowledge. A systematic literature review was conducted, following the PRISMA protocol for conducting and reporting systematic reviews (Moher et al., 2009). The review covers the areas of value creation in social marketing, value destruction in social marketing, dimensions of value in social marketing, and from value-in-exchange, to value-in-use, to value-in-behaviour in social change.,A research agenda for further work in this area is provided within the themes of 1. conceptual development, 2. broadening ontological, epistemological, and methodological foundations, 3. research contexts, and 4. measuring and evaluating value in social marketing services. Within each of these themes, a series of research questions are provided to guide further work in the four identified themes.,This paper is the first to offer a review of the extant literature on value creation and destruction in social marketing and social marketing services, and offer a research agenda for future work in this area. This paper contributes to services marketing and the development of service thinking as key component of social marketing, and the role that value creation plays in this (Russell-Bennett et al., 2013).
26 citations
TL;DR: In this paper, the authors provide guidelines to guide the theorizing process that integrates general theoretic perspectives and contextual research to develop a midrange theory for service research, which is based on the philosophical foundations of pragmatism and abductive reasoning.
Abstract: For service research to develop as an applied social science there is the need to refresh the process of theorizing so it focuses not only on increasing new academic knowledge but also on knowledge that is managerially relevant. This paper aims to provide guidelines to achieve this.,A theorizing process that integrates general theoretic perspectives and contextual research to develop midrange theory is developed. The process is based on the philosophical foundations of pragmatism and abductive reasoning, which has the origins in the 1950s when the management sciences were being established.,A recent research stream that develops midrange theory about customer and actor engagement is used to illustrate the theorizing process.,Practicing managers, customers and other stakeholders in a service system use theory, so there is a need to focus on how theory is used in specific service contexts and how this research leads to academic knowledge that is managerially relevant. Thus, as applied social science, service research needs to explicitly focus on bridging the theory–praxis gap with midrange theory by incorporating a general theoretic perspective and contextual research.,The contribution comes from providing a broader framework to guide the theorizing process that integrates general theoretic perspectives and applied research to develop midrange theory. While general theories operate at the most abstract level of conceptualization, midrange theories are context-specific and applied theory (theories-in-use) is embedded in empirical research.
26 citations
TL;DR: This paper provides the delineation of four distinct consumer customization strategies, conceptualized in a matrix, and proposes separate customer journey visualizations to establish a foundation for four research priority areas that can improve both academic rigor and practical application.
Abstract: Increasingly, customers are demanding products that fit their individual needs. Many firms respond by cultivating product individualization via mass customization, often integrating this capability via interactive platforms that connect them with customers. Despite such customization, research to date has lacked cohesion, often taking the organizational, rather than customer, view. The purpose of this paper is to provide inconclusive theorizing in regard to customization from the consumers’ perspective.,The review and synthesis of the literature revealed that co-configuration is an underexplored domain of mass customization. Consequently, an initial conceptualization of co-configuration is developed and compared with current customization strategies. Specifically, the definition and boundary conditions of co-configuration are compared with three domains of mass customization, namely, co-production, co-construction and co-design. This led to the development of research priority areas to establish an agenda for future research on mass customization and its role in customer’ firm relationships.,This paper provides the delineation of four distinct consumer customization strategies, conceptualized in a matrix, and proposes separate customer journey visualizations. In advancing the theoretical understanding by means of a unifying typology, this paper identifies three existing Cs of mass customization (co-production, co-construction and co-design) and focuses specifically on a fourth (co-configuration), identified as an understudied mass customization strategy.,This paper extends the previous conceptualizations of mass customization comprising co-production, co-design and co-construction. The proposed typology establishes a foundation for four research priority areas that can improve both academic rigor and practical application.
TL;DR: In this article, the authors examine the development of service ecosystems literature and its four premises as follows: loosely coupled systems, the existence of shared institutional arrangements among actors, the occurrence of resource-integrating interactions among actors and value co-creation.
Abstract: This study aims to examine the development of service ecosystems literature and its four premises as follows: the characterization of service ecosystems as loosely coupled systems, the existence of shared institutional arrangements among actors, the occurrence of resource-integrating interactions among actors and value co-creation as the stated purpose of service ecosystems.,With a systematic literature review, the paper identifies and analyzes 98 articles on service ecosystems. An examination and a cross-check of the central elements of the articles reveal gaps and limitations in the analysis of service ecosystems. These results lead to the formulation of four propositions and suggestions for further research.,The four premises of service ecosystems are constrained by overly optimistic perceptions that prevent theoretical advancements. These premises overlook possible tight coupling; power asymmetries; divergent interpretations of institutions and institutional arrangements; divergent interpretations of actors’ resource-integrating actions, intentions and abilities; and the co-destruction of value. Four propositions are formulated to address these challenges.,The shortcomings reflect the systematic literature review, which only covers a specific area of the extant knowledge base, namely, English-language articles published in peer-reviewed international journals.,This study extensively and critically investigates the premises of service ecosystems for the first time, proposing a more holistic, dynamic and realistic understanding of them. In so doing, it paves the way for renewed conceptualizations of service ecosystems.
TL;DR: In this article, the authors investigate whether employees reciprocate uncivil customer behavior and investigate two potential processes, ego threat and perceived interactional justice, and further explore boundary conditions of this effect.
Abstract: Frontline service employees (FSEs) face high demands of emotional labor when dealing with difficult, and sometimes even uncivil, customer behavior while attempting to deliver service with a smile. The purpose of this study is to investigate whether employees reciprocate uncivil customer behavior. The authors investigate two potential processes – ego threat and perceived interactional justice – and further address boundary conditions of this effect.,The data for this paper were collected in three studies: one field experiment and two online experiments using adult samples. Hypotheses were tested and data was analyzed using ANOVA and regression-based modeling approaches.,Findings from a field-experimental study and online experiments show that FSEs offer lower service levels to uncivil customers. The authors further find that this effect is mediated by a perceived ego threat and that employees’ regulation of emotion (ROE), as part of their emotional intelligence, attenuates the effect of perceived ego threats on service levels.,This study finds that perceived ego threat (but not perceived interactional justice) explains why employees respond negatively to uncivil customer behavior. Therefore, it offers an emotion-driven explanation of retaliatory behavior in frontline service contexts. Implications for theories focusing on service value co-destruction and customer incivility are discussed.,The findings from this research show that ROE attenuates the impact of perceived ego threat on employee retaliatory behavior. Managerial implications include developing and training employees on emotion regulation. Furthermore, managers should identify alternative ways for restoring an employee’s ego after the employee experiences uncivil customer behavior.,The authors propose and test two processes that can explain why employees reciprocate uncivil customer behavior to gain a deeper understanding of which processes, or a combination of the two, drive employee responses. Furthermore, the authors shed insights into boundary conditions and explore when employees are less likely to react to uncivil customer behavior while experiencing ego threat.
TL;DR: In this paper, the authors examined the influence of social support on young adults with disabilities (YAWDs) independent mobility behavior with the aim of understanding how better to support this vulnerable consumer segment in their transition into the workforce.
Abstract: Purpose: The purpose of this paper is to examine the influence of social support on young adults with disabilities (YAWDs) independent mobility behavior with the aim of understanding how better to support this vulnerable consumer segment in their transition into the workforce. Design/methodology/approach: A survey was conducted which examined how social support (high and low) influenced YAWD’s path to independent mobility behavior. The data were analyzed using partial least squares-SEM. Findings: It was identified that different factors were more effective at influencing independent mobility behavior for high and low socially supported YAWDs. For high social support individuals, anticipated positive emotions and perceived behavioral control were found to drive attitudes to independent mobility with perceived behavioral control significantly stronger for this group than the low socially supported group. For the low socially supported group, all factors were found to drive attitudes which then drove individual behavior. One entire path (risk aversion to anticipated negative emotions to attitude to behavior) was found to be stronger for low supported individuals compared to high. Originality/value: This study is unique in that it is the first to identify the theoretical constructs that drive vulnerable consumer’s independence behavior and understand how these factors can be influenced to increase independence. It is also the first to identify that different factors influence independent behavior for vulnerable consumers with high and low social support with anticipated negative emotions important for consumers with low social support and perceived behavioral control important for those with high social support.
TL;DR: In this article, the authors consider the long-term or permanent impact of the coronavirus-2019 (COVID-19) on services, service delivery, organizational structures, service providers and service systems from global perspectives.
Abstract: The aim of this paper is to encourage service researchers to consider the long-term or permanent impact of the coronavirus-2019 (COVID-19) on services, service delivery, organizational structures, service providers and service systems from global perspectives.,This editorial is based on the personal reflections of the Journal of Services Marketing editors.,The services marketing discipline emerged in a time when customers and employees were encouraged to engage in social interaction and to form relationships, as many service encounters were deemed as social encounters. COVID-19 has impacted the ability of customers and employees to freely engage in social interaction, and as a result, we need to consider the steadfastness of our foundational theories and conceptual models in the “new” marketplace.,The editors put forth a series of sixteen research questions that warrant future empirical and descriptive research.,Managers can understand how COVID-19 will profoundly impact dramatic changes in the marketplace and prepare for them.,This study suggests that our theoretical and practical understandings of service industries has been significantly impacted by COVID-19.
TL;DR: This paper found that institutions, such as rules, norms, beliefs, and beliefs, are increasingly important in theorizing on service-related phenomena, and that institutions are necessary for service scholars.
Abstract: Purpose – Service scholars are finding that institutions – enduring social structures, such as rules, norms, beliefs – are increasingly important in theorizing on service-related phenomena. The pur ...
TL;DR: In this paper, the impact of direct and indirect customers' negatively valenced influencing behavior (NVIB) on other actors in online social networks was analyzed in TripAdvisor reviews.
Abstract: This study aims to show the impact of direct and indirect customers’ negatively valenced influencing behavior (NVIB) on other actors in online social networks.,Four experiments were conducted in an online review setting that encompasses both restaurant and hotel reviews. The first study compares the impact of direct and indirect NVIB. The second, third and fourth studies measure this impact moderated by aggregate ratings, the volume of positive reviews and managerial responses.,Drawing on recent literature of customer engagement behavior, online reviews and social influence theory, this paper provides the first empirical results of the impact of direct and indirect NVIB, revealing the significant difference in their impact and the moderating role of the aggregate ratings, number of positive reviews and managerial responses on the cause-effect relationship between direct and indirect NVIB and other actors’ attitudes and behavioral intentions toward service providers.,TripAdvisor reviews were selected for the reason of appropriateness rather than representativeness, using two service providers, hotels and restaurants.,This paper provides managers with new insights, which capture not only what customers say about service providers but also the impact of how they say it, suggesting that managers move beyond framing NVIB in generalized terms to considering the differences in the impact of its direct and indirect facets.,This paper is the first to provide empirical results about the significant difference in the impact of direct and indirect NVIB on other actors’ attitudes and behavioral intentions toward service providers, moderated by different heuristics, namely, ratings, volume of positive reviews and managerial responses.
TL;DR: In this article, the authors explore how value creation and transformative service research are interconnected at the base of the pyramid (BoP) to explore consumers' perceptions of changes in well-being from value creation, and the means by which these changes become transformative.
Abstract: The purpose of this study is to explore how value creation and transformative service research (TSR) are interconnected at the base of the pyramid (BoP). To do so, the study seeks consumers’ perceptions of changes in well-being from value creation and the means by which these changes become transformative.,A qualitative, longitudinal design was used, involving a community education project in Indonesia. Data collection consisted of interviews with Etawa goat farmers and village leaders after one year (n = 21), and a further three years (n = 10).,Findings from the study are used to advance a model for value creation and TSR at the BoP, which identifies three critical change periods within consumers. These periods suggest that creating improvements in well-being of consumers requires their initial recognition of value outcomes, realisation of agency and a new vision for the future.,Research in other contexts is warranted to confirm the model, to further explore well-being from service at the BoP and to identify issues that diminish consumers’ confidence and stall transformation. Methodological challenges at the BoP also present avenues for insightful work.,Transformative service at BoP requires an emphasis on suitable structures, collaborative processes and management skills to facilitate consumers gaining agency and control, so that they can use their new and existing resources effectively and/or differently.,Participants highlighted positive changes to well-being at both individual and collective levels. Notably, some changes were not directly related to initial service provision but reflected improvements, such as employment for women, and better hygiene, health and education of families.,By exploring the interconnection between transformative service and value creation, this study addresses the issue of when value creation becomes transformative and vital for poverty alleviation at the BoP. The proposed model incorporates TSR, service logic and other literature, illustrates a process moving from value determination to value expansion and highlights three critical intrasubjective change periods within actors.
TL;DR: In this paper, the authors examined future time perspective, wisdom and emotional intelligence to delineate their impacts on the elderly's responses to service failures, and found that wisdom had an indirect effect on problem-solving complaining.
Abstract: Considering the scant scholarly research on elderly customers’ behaviors, this study aims to investigate elderly customers’ reactions to service failure. Additionally, it takes into account customers’ emotions and abilities to cope with stressful situations and achieve successful problem-solving complaining. In particular, future time perspective, wisdom and emotional intelligence were examined to delineate their impacts on the elderly’s responses to service failures.,Data were collected in a French city through mall-intercept interviewing. In total, 240 respondents participated, based on their retrospective service failure experience. PLS-SEM was used to analyze the data.,Both wisdom and emotional intelligence were found to directly and positively impact problem-solving complaining. Future time perspective, however, only had an indirect effect on problem-solving complaining through wisdom and emotional intelligence.,To the best of the authors’ knowledge, this is the first study to shed some light on how elderly customers constructively react to service failures. To this end, it uses future time perspective, wisdom and emotional intelligence, as well as their interrelationships, to explain elderly customers’ problem-solving complaining.
TL;DR: In this article, the authors explored why older consumers have decreased innovativeness and how awareness of age-related change affects the adoption of innovation, and found that older consumers who sense they are negatively viewed as older people restrict their innovation to avoid situations that would confirm their incompetence to others.
Abstract: The purpose of this study is to advance the understanding of consumer innovativeness during aging. This study explores why older consumers have decreased innovativeness and how awareness of age-related change affects the adoption of innovation.,A survey was conducted on 200 older consumers aged 50 and older to investigate whether awareness of age-related change influences innovativeness.,The results show that awareness of age-related change causes older consumers to have a decreased tendency to adopt novel products. Moreover, the stereotype threat of older consumers is found to play a mediating role. Older individuals who sense they are negatively viewed as older people restrict their innovativeness to avoid situations that would confirm their incompetence to others. Furthermore, the effects of older consumers’ stereotype threat on innovativeness are moderated by self-monitoring. Older consumers who exhibit high self-monitoring cope with stereotype threat by showing increased innovativeness; however, the opposite effect occurs in older consumers with low self-monitors.,The findings deepen the understanding of older adults’ consumption behavior regarding innovative products and show why people are reluctant to adopt innovative products and services because they grow older by identifying the underlying process that hinders customer innovativeness.
TL;DR: The authors reviewed scholarly research on elderly consumers' information processing and suggest implications for services marketing, highlighting the need for a better comprehension of the elderly to develop effectual marketing strategies and providing readers with detailed state-of-the-art knowledge about older consumers information processing, offering a comprehensive review of academic research that companies can use to improve the effectiveness of their marketing efforts that target the elderly market.
Abstract: The purpose of this study is to review scholarly research on elderly consumers’ information processing and suggest implications for services marketing.,The review encompasses a five-decade period (1970–2018) of academic research and presents relevant literature in four main areas related to information processing: sensation, attention, interpretation and memory.,The study illustrates how each of the aforementioned phases of the information processing activity may affect how elderly individuals buy and consume products and services, emphasizing the need for a better comprehension of the elderly to develop effectual marketing strategies.,The study provides readers with detailed state-of-the-art knowledge about older consumers’ information processing, offering a comprehensive review of academic research that companies can use to improve the effectiveness of their marketing efforts that target the elderly market.
TL;DR: In this article, the authors investigated how customers' power distance belief (PDB) influences their perceptions of FLEs' warmth and competence when they perform extra-role helping behaviors.
Abstract: Frontline employees (FLEs) play a pivotal role in service delivery. Beyond their expected in-role behaviors, FLEs often have to perform extra-role behaviors such as providing additional help to customers. The purpose of this study is to investigate how customers’ power distance belief (PDB) influences their perceptions of FLEs’ warmth and competence when FLEs perform extra-role helping behaviors.,Four experiments were conducted to test the hypotheses. The first three experiments used a one factor two-level (PDB: low vs high) between-participants design. The fourth one used a 2 (PDB: low vs high) × 2 (firm reputation: low vs high) between-participants design.,The results indicate that, compared to high-PDB customers, low-PDB customers perceive greater warmth in FLEs’ extra-role helping behaviors but no significant difference in FLEs’ perceived competence. Importantly, these effects are mediated by customer gratitude. Moreover, these effects are moderated by firm reputation such that customers’ perceptions of FLEs’ warmth and competence are both enhanced when the firm has a favorable reputation.,To the best of the authors’ knowledge, the study is the first to identify the differential effects of PDB on customer perceptions of FLEs’ warmth and competence in the context of FLEs’ extra-role helping behaviors and to reveal the mediating role of gratitude. These findings contribute to the literatures on FLEs’ extra-role behaviors and social perceptions of both warmth and competence.
TL;DR: In this paper, the authors examined the role of agreeableness as a personal resource in coping with instances of incivility, and found that agreeablity significantly moderated the relationship between customer incivism and rapport, and that agreeable hospitality employees who served customers with low/medium incivism reported higher tips than disagreeable hospitality employees.
Abstract: Although studies have emphasized the need to explore the negative consequences of customer incivility, scant attention has been paid to positive factors that can mitigate its negative effects on employees’ service performance. The purpose of this study is to extend research on customer incivility and its association with rapport and tipping through the prism of conservation of resources theory. It also examines the role of agreeableness as a personal resource in coping with instances of incivility.,A total of 502 Israeli restaurant servers took part in this study.,Agreeableness significantly moderated the relationship between customer incivility and rapport: agreeable hospitality employees who served customers manifesting low/medium incivility reported better rapport than disagreeable hospitality employees. However, this effect was not significant for high incivility. Further, agreeable hospitality employees who served customers with low/medium incivility reported higher tips than disagreeable hospitality employees. Surprisingly, the findings also suggested that when employees served customers exhibiting high incivility, the tips were lower for servers high on agreeableness than for servers low on agreeableness.,This study broadens the frontiers of research on customer incivility and provides insights into the critical financial and emotional costs hospitality employees and service organizations incur when encountering incivility. The findings also contribute to the scant research on the potential moderators that may enable employees to handle customer interactions more constructively in the case of incivility within the hospitality industry. Agreeableness appeared to alleviate the negative effects of customer incivility on rapport and tipping but only seemed to be an effective resource up to a certain level of customer incivility.
TL;DR: In this paper, the authors offer key methodological insights for scholars new to qualitative transformative service research (TSR), including displaying ethics in conducting and presenting qualitative TSR; preparing for and understanding the research context; considering design, mechanics and technical elements; being participant-centric; co-creating meaning with participants; seeking/using diverse types of data; analyzing data in an iterative fashion, including/respecting multiple perspectives; presenting evidence in innovative ways; and looking inward at every stage of the research process.
Abstract: This paper offers key methodological insights for scholars new to qualitative transformative service research (TSR).,The paper offers ten lessons on conducting qualitative TSR that the authors have gleaned, across more than 30 years (combined) of qualitative inquiries and engagement with other scholars conducting and publishing what may be now termed TSR.,The key lessons of conducting qualitative TSR work include: displaying ethics in conducting and presenting qualitative TSR; preparing for and understanding the research context; considering design, mechanics and technical elements; being participant-centric; co-creating meaning with participants; seeking/using diverse types of data; analyzing data in an iterative fashion, including/respecting multiple perspectives; presenting evidence in innovative ways; and looking inward at every stage of the research process.,The paper provides implications for addressing the vulnerability of both research participants and researchers with the aim of improving research methods that lead to improved service research and well-being outcomes.,Clearly, the complexity and importance of the social problems TSR scholars investigate – poverty, war, disaster recovery, inadequate healthcare – requires preparation for how to engage in transformative service research. Importantly, the paper fits with recent persistent calls within the broader literature of services marketing to: use service research and design to create “uplifting changes” within society and broaden the paradigmatic underpinnings of service research to include dynamic, process-oriented approaches, which capture the dynamic and relational aspects of service ecosystems.
TL;DR: In this paper, the authors introduce the concept and a comprehensive framework of image word of mouth (IWOM), which identifies UGI as visual articulations of service experiences that result in consumer judgment of service brand image.
Abstract: © 2020, Emerald Publishing Limited. Purpose: Despite the growing number of studies surrounding user-generated content (UGC), understanding of the implications, potential and pertinence of user-generated images (UGI), the visual form of UGC, on brand image in services is limited. The purpose of this paper is to introduce the concept and a comprehensive framework of image word of mouth (IWOM), which identifies UGI as visual articulations of service experiences that result in consumer judgment of service brand image. The framework takes a consumer-focussed approach and covers key branding issues relevant to services marketers such as identifying and linking valued services dimensions, made evident through IWOM, to ideas and thoughts inferred by consumers (viewers) of the brand image and consequent consumer intentions. Design/methodology/approach: The paper reviews and synthesises current services, marketing and branding literature surrounding electronic word of mouth (WOM) and UGC, where it highlights the need to consider interpretations of UGI as persuasive forms of visual WOM or IWOM, as well as a critical stimuli of brand image. Findings: The paper illuminates the importance of adopting a visual perspective that applies constructs developed in cognitive psychology, to decode how viewers (consumers) interact and form associations of brand image via IWOM. Originality/value: The paper examines, integrates and adds to extant literature surrounding WOM, UGC, visual images and brand image within services.
TL;DR: A six-stage TMAR on how to use text mining methods in practice, demonstrating useful insights that result from the text mining techniques to provide an in-depth understanding of the phenomenon and actionable insights for research and practice.
Abstract: The purpose of this paper is to offer a step-by-step text mining analysis roadmap (TMAR) for service researchers. The paper provides guidance on how to choose between alternative tools, using illustrative examples from a range of business contexts.,The authors provide a six-stage TMAR on how to use text mining methods in practice. At each stage, the authors provide a guiding question, articulate the aim, identify a range of methods and demonstrate how machine learning and linguistic techniques can be used in practice with illustrative examples drawn from business, from an array of data types, services and contexts.,At each of the six stages, this paper demonstrates useful insights that result from the text mining techniques to provide an in-depth understanding of the phenomenon and actionable insights for research and practice.,There is little research to guide scholars and practitioners on how to gain insights from the extensive “big data” that arises from the different data sources. In a first, this paper addresses this important gap highlighting the advantages of using text mining to gain useful insights for theory testing and practice in different service contexts.
TL;DR: In this article, the authors investigate factors that determine users' behaviors during services co-creation, as well as those that influence their engagement in such efforts, and propose a framework to encourage users to co-create services and drive their engagement.
Abstract: This paper investigates factors that determine users’ behaviours during services co-creation, as well as those that influence their engagement in such efforts.,Study 1 relies on partial least squares structural equation modelling and between-subjects, scenario-based experiments with 633 participants to examine users’ co-creation behaviours. Study 2 uses interactive research workshops with 38 design professionals to analyse the drivers and inhibitors of users’ co-creation engagement and the likelihood of different user types to engage in it.,Dispositional and demographic factors can predict users’ behaviours during services co-creation. A proposed framework details drivers and inhibitors of users’ engagement in co-creation, and a typology predicts the likelihood of different users to engage in co-creation, based on their traits and demographics. This likelihood to co-create, according to traits, then can be predicted according to elemental, compound and situational traits.,Service providers and service designers can use these findings to design better co-creation activities for various users, build a conducive working environment and select suitable participants for co-creation activities.,The current study addresses the dearth of research pertaining to how to encourage users to co-create services and drive their engagement in such efforts.
TL;DR: In this article, the authors explored the role of value co-creation and well-being outcomes in reinforcing the transformative value potential of online weight loss services, which is argued to be realized as customers' intentions to continue a healthier lifestyle after the service period has ended.
Abstract: This study aims to understand how online weight loss services could help customers achieve a durable change. The particular focus is on exploring the roles of value co-creation and well-being outcomes in reinforcing the transformative value potential, which is argued to be realized as customers’ intentions to continue a healthier lifestyle after the service period has ended.,Data was collected from the participants of an online weight loss service (n = 498), and a conceptual research model was tested using structural equation modelling.,The results imply that compliance with the guidelines and social support are two value co-creation activities that can influence the well-being outcomes of transformative services (i.e. perceived behavioral control and satisfaction with one’s achievements). These well-being outcomes help attain the transformative value potential of online weight loss services. However, the actual weight loss affected the transformative value potential only through customers’ satisfaction with their achievements as a subjective well-being outcome.,This study provides insight into the transformative value potential of services in the weight loss context. This study contributes to the transformative service research by focusing on the role of online services in reinforcing a durable change through the co-creation of value and improvements in customers’ well-being.
TL;DR: The study demonstrates how low levels of HL act as a barrier to the integration of available online health resources and has implications for the understanding of how service users’ activities affect their own outcomes and how the vulnerability of users could be anticipated and considered in the design of the community.
Abstract: This study aims to develop a better understanding of how online health community (OHC) members with different health literacy (HL) levels benefit from their participation, through the analysis and comparison of their resource integration (RI) processes. It investigates through a RI lens how the vulnerability of community members – captured as their level of HL – affects the benefits they derive from participation.,Quantitative and qualitative methods were used to investigate the effects of healthcare service users’ vulnerability. Data were collected about their profiles and levels of HL. Furthermore, 15 in-depth interviews were conducted.,The study demonstrates how low levels of HL act as a barrier to the integration of available online health resources. Participation in OHCs appears less beneficial for vulnerable users. Three types of benefits were identified at the individual level, namely, psychological quality-of-life, physical quality-of-life and learning. Benefits identified at the community level were: content generation and participation in the development of the community.,This study has implications for the understanding of how service users’ activities affect their own outcomes and how the vulnerability of users could be anticipated and considered in the design of the community.
TL;DR: This research may be considered as pioneering in that it considers the key characteristics of a hospital’s service operations (i.e., service complexity) when discovering the link between customers’ engagement through a hospital's social media and experiential quality.
Abstract: As social media platforms become increasingly popular among service firms, many US hospitals have been using social media as a means to improve their patients’ experiences. However, little research has explored the implications of social media use within a hospital context. The purpose of this paper is to investigate a hospital’s customer engagement through social media and its association with customers’ experiential quality. Also, this study examines the role of a hospital’s service characteristics, which could shape the nature of the interactions between patients and the hospital.,Data from 669 hospitals with complete experiential quality and demographic data were collected from multiple sources of secondary data, including the rankings of social media friendly hospitals, the Hospital Compare database, the Center for Medicare and Medicaid (CMS) cost report, the CMS impact file, the Healthcare Information and Management Systems Society Analytics database and the Dartmouth Atlas of Health Care. Specifically, the authors designed the instrumental variable estimate to address the endogeneity issue.,The empirical results suggest a positive association between a hospital’s social media engagement and experiential quality. For hospitals with a high level of service sophistication, the association between online engagement and experiential quality becomes more salient. For hospitals offering various services, offline engagement is a critical predictor of experiential quality.,A hospital with more complex services should make efforts to engage customers through social media for better patient experiences. The sample is selected from databases in the US, and the databases are cross-sectional in nature.,Not all hospitals may be better off improving the patient experience by engaging customers through social media. Therefore, practitioners should exercise caution in applying the study’s results to other contexts and in making causal inferences.,The current study delineates customer engagement through social media into online and offline customer engagement. This study is based on the theory of customer engagement and reflects the development of mobile technology. Moreover, this research may be considered as pioneering in that it considers the key characteristics of a hospital’s service operations (i.e., service complexity) when discovering the link between customers’ engagement through a hospital’s social media and experiential quality.