Pub Date : 1900-01-01DOI: 10.5771/2511-8676-2022-2-82
S. Benoit, J. Hartmann, Christina Sichtmann, Martin Wetzels
Service providers and retailers reselling branded have the discretion to set and adapt prices according to customers’ willingness to pay (WTP). Research often notes markup effects, such that WTP increases in response to corporate social responsibility (CSR) and markdown effects, lowering their WTP for corporate social irresponsibility (CSI). Theory suggests attitude changes to (negative) CSI are stronger than to (positive) CSR, but the extent and whether this difference holds for WTP and across various product types are unknown. Using experimental data, an incentive-compatible measure, and an actual purchase, this article reports on three studies that show that consumers mark up WTP for CSR and mark down WTP for CSI. The differential effects arise across brands; compared with WTP for a competitor brand, the acceptable price of a focal CSR/CSI brand is marked down more than it is marked up. Comparing the WTP for a focal brand relative to the average CSR performance of that brand does not produce any within-brand differential effects The evidence also indicates a product type effect: Consumer WTP adaptation for CSR or CSI is stronger for utilitarian than for hedonic products. These findings have implications for service providers, retailers and manufacturing firms, as well as for further research.
{"title":"The Differential Effects of CSR and CSI on Consumer Willingness to Pay: Implications for Service Providers and Retailers","authors":"S. Benoit, J. Hartmann, Christina Sichtmann, Martin Wetzels","doi":"10.5771/2511-8676-2022-2-82","DOIUrl":"https://doi.org/10.5771/2511-8676-2022-2-82","url":null,"abstract":"Service providers and retailers reselling branded have the discretion to set and adapt prices according to customers’ willingness to pay (WTP). Research often notes markup effects, such that WTP increases in response to corporate social responsibility (CSR) and markdown effects, lowering their WTP for corporate social irresponsibility (CSI). Theory suggests attitude changes to (negative) CSI are stronger than to (positive) CSR, but the extent and whether this difference holds for WTP and across various product types are unknown. Using experimental data, an incentive-compatible measure, and an actual purchase, this article reports on three studies that show that consumers mark up WTP for CSR and mark down WTP for CSI. The differential effects arise across brands; compared with WTP for a competitor brand, the acceptable price of a focal CSR/CSI brand is marked down more than it is marked up. Comparing the WTP for a focal brand relative to the average CSR performance of that brand does not produce any within-brand differential effects The evidence also indicates a product type effect: Consumer WTP adaptation for CSR or CSI is stronger for utilitarian than for hedonic products. These findings have implications for service providers, retailers and manufacturing firms, as well as for further research.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"32 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115035621","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2019-3-137
Verena Batt, M. Bruhn
Given the importance of brands in the service context, service companies in particular should be aware of the antecedents of employees’ brand citizenship behavior (BCB). Although a considerable number of antecedents of BCB have been identified, the impact of construed external image on BCB has been neglected so far. The present study addresses this research gap by investigating the impact of construed external image on BCB of service employees. Furthermore, the mediating role of pride in brand membership and respect through brand membership are examined. Using data from a Swiss service company, the results provide empirical support for the impact of construed external image on BCB. In addition, the results show that construed external image not only influences BCB directly, but also indirectly via pride in brand membership. Construed external image also affects respect through brand membership, however, the data did not reveal a significant influence of respect through brand membership on BCB. The results provide implications for research and practice.
{"title":"Exploring the Impact of Construed External Image on Brand Citizenship Behavior of Service Employees","authors":"Verena Batt, M. Bruhn","doi":"10.15358/2511-8676-2019-3-137","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-3-137","url":null,"abstract":"Given the importance of brands in the service context, service companies in particular should be aware of the antecedents of employees’ brand citizenship behavior (BCB). Although a considerable number of antecedents of BCB have been identified, the impact of construed external image on BCB has been neglected so far. The present study addresses this research gap by investigating the impact of construed external image on BCB of service employees. Furthermore, the mediating role of pride in brand membership and respect through brand membership are examined. Using data from a Swiss service company, the results provide empirical support for the impact of construed external image on BCB. In addition, the results show that construed external image not only influences BCB directly, but also indirectly via pride in brand membership. Construed external image also affects respect through brand membership, however, the data did not reveal a significant influence of respect through brand membership on BCB. The results provide implications for research and practice.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129373844","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2021-4-229
D. Bowen
This article seeks to broaden emotional labor research through the lens of a Human Experience (HX) perspective, in contrast to either an Employee (EX) or a Customer (CX) perspective. In services, an HX perspective explicitly acknowledges that both employees and customers are humans with the same set of basic human needs to gratify in their Moment of Truth (MOT) interactions. The focus here is on both parties’ needs for authenticity and justice. This HX perspective is applied here to guide integrating emotional labor dynamics and scholarship into a service climate research framework (Bowen and Schneider 2014). The emotional labor focus on employees helps balance the stronger focus on the customer in the service literature. An agenda for future research on the HX perspective is outlined, including the study of emotional labor in underdeveloped areas of the world where the human experience of both those who serve and those served can be unbearable.
{"title":"A Human Experience (HX) Perspective on Emotional Labor and Service: Building a Service Climate on a Foundation of Authenticity and Justice","authors":"D. Bowen","doi":"10.15358/2511-8676-2021-4-229","DOIUrl":"https://doi.org/10.15358/2511-8676-2021-4-229","url":null,"abstract":"This article seeks to broaden emotional labor research through the lens of a Human Experience (HX) perspective, in contrast to either an Employee (EX) or a Customer (CX) perspective. In services, an HX perspective explicitly acknowledges that both employees and customers are humans with the same set of basic human needs to gratify in their Moment of Truth (MOT) interactions. The focus here is on both parties’ needs for authenticity and justice. This HX perspective is applied here to guide integrating emotional labor dynamics and scholarship into a service climate research framework (Bowen and Schneider 2014). The emotional labor focus on employees helps balance the stronger focus on the customer in the service literature. An agenda for future research on the HX perspective is outlined, including the study of emotional labor in underdeveloped areas of the world where the human experience of both those who serve and those served can be unbearable.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"86 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123551769","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2020-2-3-145
Albrecht Söllner, Tessa Haverland
Community management is swiftly developing into a central research field in management literature. A growing body of conceptual and empirical studies is concerned with different aspects of communities, their initiation, management, and termination. One sector that offers a particularly exciting research topic in this respect is the energy sector. We elaborate on the radical transition of the energy industry from large, centralized power-generation facilities to a much more decentralized, community-based production of energy. We scrutinize the theoretical perspectives on managing communities and distinguish between different modes of governance for the production of energy. We also consider recent European Union initiatives that will have a noteworthy effect on the transition process. Our typology shows that the necessary management tasks vary across different types of coordination. Eventually, the establishment of clean energy communities might challenge the very identities of established utility providers.
{"title":"From Centralized Energy Generation and Distribution to Clean Energy Communities: Exploring New Modes of Governance for the Energy Sector","authors":"Albrecht Söllner, Tessa Haverland","doi":"10.15358/2511-8676-2020-2-3-145","DOIUrl":"https://doi.org/10.15358/2511-8676-2020-2-3-145","url":null,"abstract":"Community management is swiftly developing into a central research field in management literature. A growing body of conceptual and empirical studies is concerned with different aspects of communities, their initiation, management, and termination. One sector that offers a particularly exciting research topic in this respect is the energy sector. We elaborate on the radical transition of the energy industry from large, centralized power-generation facilities to a much more decentralized, community-based production of energy. We scrutinize the theoretical perspectives on managing communities and distinguish between different modes of governance for the production of energy. We also consider recent European Union initiatives that will have a noteworthy effect on the transition process. Our typology shows that the necessary management tasks vary across different types of coordination. Eventually, the establishment of clean energy communities might challenge the very identities of established utility providers.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130022552","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.5771/2511-8676-2023-2-99
M. Alexander, Katharina Kils
The engagement concept has grown in importance in recent years with firms recognizing and seeking to leverage the latent potential within their customers and finding innovative ways to engage them. However, engagement has, to date, been explored within high contact service settings where benefits are largely dyadic (between firm and customer) or shared (within the customer community). This study contributes to literature on engagement by assessing the potential for engagement in low contact settings, between a firm and minority customer groups to have positive indirect effects on other ‘unengaged’ customers. To do so, we use multi-level modeling within a public transport setting where a firm has invited local community members to ‘adopt’ their local railway stations. We propose that neither a small number of passionate customers, nor low contact, ‘mundane’ service settings, should be an impediment to firms benefiting from engagement.
{"title":"Working with ‘The Passionate Few’: the Indirect Benefits of Actor Engagement in Mundane Service Settings","authors":"M. Alexander, Katharina Kils","doi":"10.5771/2511-8676-2023-2-99","DOIUrl":"https://doi.org/10.5771/2511-8676-2023-2-99","url":null,"abstract":"The engagement concept has grown in importance in recent years with firms recognizing and seeking to leverage the latent potential within their customers and finding innovative ways to engage them. However, engagement has, to date, been explored within high contact service settings where benefits are largely dyadic (between firm and customer) or shared (within the customer community). This study contributes to literature on engagement by assessing the potential for engagement in low contact settings, between a firm and minority customer groups to have positive indirect effects on other ‘unengaged’ customers. To do so, we use multi-level modeling within a public transport setting where a firm has invited local community members to ‘adopt’ their local railway stations. We propose that neither a small number of passionate customers, nor low contact, ‘mundane’ service settings, should be an impediment to firms benefiting from engagement.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"80 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122465823","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.5771/2511-8676-2022-4-262
Stéphanie Ernens, Cécile Delcourt, Laurence Dessart, Lisa Baiwir
Embodied social robots-robots providing services for and in cocreation with consumers-are expected to profoundly change the way services are delivered. Yet, their integration in customer service poses a challenge: their adoption by frontline employees (FLEs). Accordingly, this study aims to examine FLEs’ attitude toward embodied social robots and to uncover its antecedents. This work presents an integrative framework which builds upon the technology acceptance model and examines the influence of potential factors on FLEs’ attitude toward embodied social robots. An online survey among 165 FLEs is used to test the integrative framework. Despite the growing knowledge regarding customers’ perceptions of (embodied social) robots, the perspective of FLEs is under-investigated while crucial to foster FLEs’ acceptance of such robots. This research concludes with several strategies service providers can implement to possibly enhance FLEs’ attitude toward embodied social robots, and thus, to support their adoption by FLEs.
{"title":"Frontline Employees’ Attitude Toward Embodied Social Robots In Customer Service: An Integrative Framework And Empirical Test","authors":"Stéphanie Ernens, Cécile Delcourt, Laurence Dessart, Lisa Baiwir","doi":"10.5771/2511-8676-2022-4-262","DOIUrl":"https://doi.org/10.5771/2511-8676-2022-4-262","url":null,"abstract":"Embodied social robots-robots providing services for and in cocreation with consumers-are expected to profoundly change the way services are delivered. Yet, their integration in customer service poses a challenge: their adoption by frontline employees (FLEs). Accordingly, this study aims to examine FLEs’ attitude toward embodied social robots and to uncover its antecedents. This work presents an integrative framework which builds upon the technology acceptance model and examines the influence of potential factors on FLEs’ attitude toward embodied social robots. An online survey among 165 FLEs is used to test the integrative framework. Despite the growing knowledge regarding customers’ perceptions of (embodied social) robots, the perspective of FLEs is under-investigated while crucial to foster FLEs’ acceptance of such robots. This research concludes with several strategies service providers can implement to possibly enhance FLEs’ attitude toward embodied social robots, and thus, to support their adoption by FLEs.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"20 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126836092","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2019-1-12
Katharina-Maria Fonferek, M. Kleinaltenkamp, J. Möller
is CRM Consultant, E-Mail: katharina.fonferek @icloud.com Michael Kleinaltenkamp is Professor of Business and Services Marketing at the Marketing Department of Freie Universität Berlin, School of Business & Economics, Arnimallee 11, 14195 Berlin, Germany, E-Mail: michael. kleinaltenkamp@fu-berlin.de * Corresponding Author. Jana Möller is Assistant Professor of Marketing, especially Market Communication, at the Marketing Department of Freie Universität Berlin, School of Business & Economics, Arnimallee 11, 14195 Berlin, Germany, E-Mail: jana.moeller @fu-berlin.de Customer Engagement in the Process of Service Provision
{"title":"Customer Engagement in the Process of Service Provision","authors":"Katharina-Maria Fonferek, M. Kleinaltenkamp, J. Möller","doi":"10.15358/2511-8676-2019-1-12","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-1-12","url":null,"abstract":"is CRM Consultant, E-Mail: katharina.fonferek @icloud.com Michael Kleinaltenkamp is Professor of Business and Services Marketing at the Marketing Department of Freie Universität Berlin, School of Business & Economics, Arnimallee 11, 14195 Berlin, Germany, E-Mail: michael. kleinaltenkamp@fu-berlin.de * Corresponding Author. Jana Möller is Assistant Professor of Marketing, especially Market Communication, at the Marketing Department of Freie Universität Berlin, School of Business & Economics, Arnimallee 11, 14195 Berlin, Germany, E-Mail: jana.moeller @fu-berlin.de Customer Engagement in the Process of Service Provision","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"27 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126517656","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2019-1-24
Laura Becker
{"title":"How Leadership Co-Creation Generates a Trickle-Down Effect on Employees' Resource Integration Behavior in Service Ecosystems: A Theoretical Framework","authors":"Laura Becker","doi":"10.15358/2511-8676-2019-1-24","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-1-24","url":null,"abstract":"","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116844386","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2019-4-184
D. Augenstein
Through increased globalization and fast changing customer demands companies need to adapt their service management constantly. Business model approaches can provide a suitable base to comprehend the service management of a company. However, existing knowledge about the business model artefacts and the possibilities in service management is very diffuse. With this work, we want to shed light on the state-of-the-art of business model research with a specific focus on the different possibilities for a use in service management. We perform a systematic literature review and present a comprehensive overview of different existing business model artefacts including constructs, models, methods and instantiations. This can be possibly used to support service management and for future research this field. This demands requirements of suitable tool support from theory and practice both. It furthermore strengthens the relation between business modeling and service management. Overall, this research should strengthen the awareness of using the available business model capabilities for service management in order to create powerful management tools.
{"title":"The Opportunities of Using Business Models in Service Management - A Review and Classification of Business Model Artefacts","authors":"D. Augenstein","doi":"10.15358/2511-8676-2019-4-184","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-4-184","url":null,"abstract":"Through increased globalization and fast changing customer demands companies need to adapt their service management constantly. Business model approaches can provide a suitable base to comprehend the service management of a company. However, existing knowledge about the business model artefacts and the possibilities in service management is very diffuse. With this work, we want to shed light on the state-of-the-art of business model research with a specific focus on the different possibilities for a use in service management. We perform a systematic literature review and present a comprehensive overview of different existing business model artefacts including constructs, models, methods and instantiations. This can be possibly used to support service management and for future research this field. This demands requirements of suitable tool support from theory and practice both. It furthermore strengthens the relation between business modeling and service management. Overall, this research should strengthen the awareness of using the available business model capabilities for service management in order to create powerful management tools.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"10 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116951127","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2019-2-91
Kathrin Kureck
{"title":"Risk Reporting in the Banking Sector: Risk Exposure versus Risk Management","authors":"Kathrin Kureck","doi":"10.15358/2511-8676-2019-2-91","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-2-91","url":null,"abstract":"","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"61 32","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114005660","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：