How an ethos of repair shapes material sustainability in services

IF 9.5 1区 管理学 Q1 BUSINESS Journal of the Academy of Marketing Science Pub Date : 2023-12-22 DOI:10.1007/s11747-023-00993-9
D. Matthew Godfrey, Linda L. Price
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Abstract

Environmental sustainability requires market services to care for and respect physical materials, moving beyond a conventional customer-centric focus. This research examines how service providers can incorporate tangible objects and material processes into reparative services, which span many industries and enable material sustainability in market systems. The paper also analyzes how materiality shapes customer perceptions of reparative service processes and outcomes. An interpretive analysis of ethnographic and online review data identifies an ethos of repair shaping service processes, outcomes, and evaluations. Service providers demonstrate an ethos of repair through a sense of material empathy and through a networked understanding of how materials interact before, during, and after service processes. Tensions between the ethos of repair and a pervasive ethos of consumption shape customer evaluations of reparative services. Results have important implications for environmental sustainability. A discussion presents strategic recommendations for making, delivering, and enabling reparative service promises.

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维修精神如何塑造服务业材料的可持续性
环境的可持续发展要求市场服务关心和尊重物质材料,超越传统的以客户为中心的观念。本研究探讨了服务提供商如何将有形物品和物质过程纳入修复服务,这些服务横跨多个行业,实现了市场系统的物质可持续性。本文还分析了物质性如何影响客户对补偿服务流程和结果的看法。通过对人种学和在线评论数据的解释性分析,确定了影响服务过程、结果和评价的修复精神。服务提供者通过对材料的感同身受,以及对材料在服务过程之前、期间和之后如何相互作用的网络化理解,展现了修复精神。修复精神与无处不在的消费精神之间的矛盾影响着客户对修复服务的评价。研究结果对环境的可持续发展具有重要意义。讨论提出了制定、提供和实现修复服务承诺的战略建议。
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CiteScore
30.00
自引率
7.10%
发文量
82
期刊介绍: JAMS, also known as The Journal of the Academy of Marketing Science, plays a crucial role in bridging the gap between scholarly research and practical application in the realm of marketing. Its primary objective is to study and enhance marketing practices by publishing research-driven articles. When manuscripts are submitted to JAMS for publication, they are evaluated based on their potential to contribute to the advancement of marketing science and practice.
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