Pub Date : 1900-01-01DOI: 10.5771/2511-8676-2022-2-104
Heiner Evanschitzky, Marc Linzmajer, David M. Woisetschläger, Suman Basuroy
Interactivity is an important feature of retail websites. Some research suggests that interactivity can be increased by implementing additional features while other studies point to the fact that “objective” interactivity - as measured by the mere number of features - is quite different from perceived interactivity (PI). Interestingly, while there seems to be initial evidence about the consequences of PI, a comprehensive assessment of attitudinal and behavioral outcomes of PI as well as the impact of PI on (objective) website and firm performance using field data has not been offered. Our study attempts to fill that void. Based on objective performance data of the top 500 retail websites over two years as well as ratings on 35 interactivity features, we find the majority of objective interactivity indicators to be unrelated to PI. Perceived responsiveness and perceived control relate positively to retailers’ sales differences. Perceived communication and objective responsiveness show negative indirect effects on sales, giving rise to the assumption that unobserved heterogeneity of the retailers’ websites might explain these counterintuitive findings.
{"title":"Retail Website Interactivity and Firm Performance","authors":"Heiner Evanschitzky, Marc Linzmajer, David M. Woisetschläger, Suman Basuroy","doi":"10.5771/2511-8676-2022-2-104","DOIUrl":"https://doi.org/10.5771/2511-8676-2022-2-104","url":null,"abstract":"Interactivity is an important feature of retail websites. Some research suggests that interactivity can be increased by implementing additional features while other studies point to the fact that “objective” interactivity - as measured by the mere number of features - is quite different from perceived interactivity (PI). Interestingly, while there seems to be initial evidence about the consequences of PI, a comprehensive assessment of attitudinal and behavioral outcomes of PI as well as the impact of PI on (objective) website and firm performance using field data has not been offered. Our study attempts to fill that void. Based on objective performance data of the top 500 retail websites over two years as well as ratings on 35 interactivity features, we find the majority of objective interactivity indicators to be unrelated to PI. Perceived responsiveness and perceived control relate positively to retailers’ sales differences. Perceived communication and objective responsiveness show negative indirect effects on sales, giving rise to the assumption that unobserved heterogeneity of the retailers’ websites might explain these counterintuitive findings.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"3 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":"129122223","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: 10.5771/2511-8676-2022-4-216
Eva Böhm, Andreas Eggert, I. Garnefeld, Hartmut H. Holzmüller, Tobias Schaefers, Lena Steinhoff, David M. Woisetschläger
Voice commerce creates unprecedented opportunities for consumers and vendor firms to interact, engage, and relate. With artificial intelligence-powered voice assistants, consumers can make technology-mediated purchases without using their tactile senses, which represents a new space for commercial interactions. Drawing on the customer journey as an organizing framework, this article proposes a structured research agenda, in an attempt to shed light on the bright side effects of voice commerce while also acknowledging concerns for consumer protection and society in general. Voice assistants can enhance every stage of the purchase journey, yet their use might have negative consequences for customer relationships. In the prepurchase stage, voice assistants can act as information curators or manipulators. In the purchase stage, voice assistants can adopt roles as shopping concierges or impediments. In the postpurchase and usage stage, voice assistants can become trusted relationship partners or hostile intruders in consumers’ lives.
{"title":"Exploring the Customer Journey of Voice Commerce: A Research Agenda","authors":"Eva Böhm, Andreas Eggert, I. Garnefeld, Hartmut H. Holzmüller, Tobias Schaefers, Lena Steinhoff, David M. Woisetschläger","doi":"10.5771/2511-8676-2022-4-216","DOIUrl":"https://doi.org/10.5771/2511-8676-2022-4-216","url":null,"abstract":"Voice commerce creates unprecedented opportunities for consumers and vendor firms to interact, engage, and relate. With artificial intelligence-powered voice assistants, consumers can make technology-mediated purchases without using their tactile senses, which represents a new space for commercial interactions. Drawing on the customer journey as an organizing framework, this article proposes a structured research agenda, in an attempt to shed light on the bright side effects of voice commerce while also acknowledging concerns for consumer protection and society in general. Voice assistants can enhance every stage of the purchase journey, yet their use might have negative consequences for customer relationships. In the prepurchase stage, voice assistants can act as information curators or manipulators. In the purchase stage, voice assistants can adopt roles as shopping concierges or impediments. In the postpurchase and usage stage, voice assistants can become trusted relationship partners or hostile intruders in consumers’ lives.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"40 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":"134604876","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: 10.15358/2511-8676-2021-4-241
Ruth A. Imose, Arielle P. Rogers, M. Subramony
Adopting an interdisciplinary perspective, this article integrates service literature on value cocreation with the psychological literature on emotional labor. Highlighting the co-production of services by both customers and employees, this research applies emotional labor theory to customers’ emotion regulation and expression. We explore the argument that customers perceive emotional display rules in service establishments and engage in goaldirected emotion regulation (i.e., customer emotional labor; CEL), using qualitative (Study 1) and quantitative (Study 2) methodologies. Descriptive findings from Study 1 provide evidence for the existence of CEL. Study 2 assesses the psychometric soundness of a newly developed customer display rules scale, and quantitatively tests a conceptual framework by examining antecedents and outcomes of customer emotion regulation. Findings of each study, the implications of this work, and avenues for future service management research are addressed.
{"title":"Do Customers Regulate their Emotions? Development and Validation of a Model of Customer Emotional Labor","authors":"Ruth A. Imose, Arielle P. Rogers, M. Subramony","doi":"10.15358/2511-8676-2021-4-241","DOIUrl":"https://doi.org/10.15358/2511-8676-2021-4-241","url":null,"abstract":"Adopting an interdisciplinary perspective, this article integrates service literature on value cocreation with the psychological literature on emotional labor. Highlighting the co-production of services by both customers and employees, this research applies emotional labor theory to customers’ emotion regulation and expression. We explore the argument that customers perceive emotional display rules in service establishments and engage in goaldirected emotion regulation (i.e., customer emotional labor; CEL), using qualitative (Study 1) and quantitative (Study 2) methodologies. Descriptive findings from Study 1 provide evidence for the existence of CEL. Study 2 assesses the psychometric soundness of a newly developed customer display rules scale, and quantitatively tests a conceptual framework by examining antecedents and outcomes of customer emotion regulation. Findings of each study, the implications of this work, and avenues for future service management research are addressed.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"43 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":"133181802","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: 10.5771/2511-8676-2022-2-132
D. Heinz, Carina Benz, J. Bode, Fabian Hunke, G. Satzger
Smart physical products increasingly shape a connected world and serve as boundary objects for the formation of ‘smart service systems’. While these systems bear the potential to co-create value between partners in various industries, IS research still struggles to fully capture the phenomenon to support successful digital innovation in IoT settings. In our work, we analyze the phenomenon of smart service systems taking an affordance-actualization perspective. Based on a qualitative content analysis of a multi-case study, we identify elements and propositions to build mid-range theoretical knowledge for smart service systems. These conceptual findings are further illustrated with a real-world case study. We suggest that providers and users of smart products not only realize their own affordances via their actions but can affect the immediate concrete outcomes of partners. The developed theoretical framework and six distinct propositions should build the theoretical base for further research into the phenomenon in related disciplines.
{"title":"Exploring the Potential of Smart Service Systems: A Multi-Actor View on Affordances and Their Actualization","authors":"D. Heinz, Carina Benz, J. Bode, Fabian Hunke, G. Satzger","doi":"10.5771/2511-8676-2022-2-132","DOIUrl":"https://doi.org/10.5771/2511-8676-2022-2-132","url":null,"abstract":"Smart physical products increasingly shape a connected world and serve as boundary objects for the formation of ‘smart service systems’. While these systems bear the potential to co-create value between partners in various industries, IS research still struggles to fully capture the phenomenon to support successful digital innovation in IoT settings. In our work, we analyze the phenomenon of smart service systems taking an affordance-actualization perspective. Based on a qualitative content analysis of a multi-case study, we identify elements and propositions to build mid-range theoretical knowledge for smart service systems. These conceptual findings are further illustrated with a real-world case study. We suggest that providers and users of smart products not only realize their own affordances via their actions but can affect the immediate concrete outcomes of partners. The developed theoretical framework and six distinct propositions should build the theoretical base for further research into the phenomenon in related disciplines.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"61 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":"124574330","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: 10.5771/2511-8676-2023-1-39
Berndt Jesenko, S. Thalmann
Data-driven business models are becoming increasingly important and have been applied successfully in the service sector. However, due to the challenges associated with utilizing data-driven technologies to identify service innovations, these have received little attention so far. Researchers and practitioners have primarily focused on understanding data-driven service innovation itself, but less on identifying and developing such innovations. Based on two analytical cases that emerged during expert interviews with service and innovation managers, we identified goals, opportunities, and prerequisites for data analytics to improve service innovation processes. Consequently, we propose three stages to implement data-driven technologies for service innovation processes and describe the prerequisites, key success factors, and expected benefits of this implementation.
{"title":"Analysing the Introduction of Data-Driven Service Innovation Processes: Stages of Implementation, Success Factors, and Prerequisites","authors":"Berndt Jesenko, S. Thalmann","doi":"10.5771/2511-8676-2023-1-39","DOIUrl":"https://doi.org/10.5771/2511-8676-2023-1-39","url":null,"abstract":"Data-driven business models are becoming increasingly important and have been applied successfully in the service sector. However, due to the challenges associated with utilizing data-driven technologies to identify service innovations, these have received little attention so far. Researchers and practitioners have primarily focused on understanding data-driven service innovation itself, but less on identifying and developing such innovations. Based on two analytical cases that emerged during expert interviews with service and innovation managers, we identified goals, opportunities, and prerequisites for data analytics to improve service innovation processes. Consequently, we propose three stages to implement data-driven technologies for service innovation processes and describe the prerequisites, key success factors, and expected benefits of this implementation.","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":"129682686","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: 10.15358/2511-8676-2021-1-1
Abstract_engl.
摘要_engl.
{"title":"Titelei/Inhaltsverzeichnis","authors":"","doi":"10.15358/2511-8676-2021-1-1","DOIUrl":"https://doi.org/10.15358/2511-8676-2021-1-1","url":null,"abstract":"Abstract_engl.","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":"129486833","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: 10.5771/2511-8676-2022-4-245
Silvia Gliem
Service research acknowledged that frontline employees have a key role in making service better. Frontline employees have leverage on different aspects of service. In their roles as facilitators, information distributors, and value-co-creators they are, as said by their designation, at the front line with the customer. They are crucial for, among others, word of mouth, customer retention, and service recovery. Therefore, it is worth looking into the negative and positive influence factors. The review results provide the top researched frontline employee influence factors and the correspondent research results. Researchers can draw on the pool of literature, which is provided on every factor and possible measures when designing an empirical study targeting one of the identified research gaps.
{"title":"A systematic literature review of frontline employee influence factors","authors":"Silvia Gliem","doi":"10.5771/2511-8676-2022-4-245","DOIUrl":"https://doi.org/10.5771/2511-8676-2022-4-245","url":null,"abstract":"Service research acknowledged that frontline employees have a key role in making service better. Frontline employees have leverage on different aspects of service. In their roles as facilitators, information distributors, and value-co-creators they are, as said by their designation, at the front line with the customer. They are crucial for, among others, word of mouth, customer retention, and service recovery. Therefore, it is worth looking into the negative and positive influence factors. The review results provide the top researched frontline employee influence factors and the correspondent research results. Researchers can draw on the pool of literature, which is provided on every factor and possible measures when designing an empirical study targeting one of the identified research gaps.","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":"129171615","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: 10.15358/2511-8676-2019-2-66
F. Becker, Stephanie Bothe, Karsten Hadwich, M. Falter
{"title":"Delightful Service Innovations in the Context of Technology-Based Self-Services - Scale Development and Validation","authors":"F. Becker, Stephanie Bothe, Karsten Hadwich, M. Falter","doi":"10.15358/2511-8676-2019-2-66","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-2-66","url":null,"abstract":"","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"5 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":"128109657","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: 10.15358/2511-8676-2019-2-54
S. Benoit, J. Hogreve, Christina Sichtmann, Nicola Bilstein
Trading communities provide non-commercial members with an online platform on which to exchange goods. Its success depends on member participation; however, little is known about its drivers. Based on literature we identify five drivers. To capture their impact over time, we test a latent growth curve model with longitudinal data, comparing the effects at an initial point of time with their impact on the growth of member participation over three subsequent periods. The results show that providers’ responsiveness and community identification have a positive effect on the initial level, but not on growth. Members’ enjoyment has no level effect, but a growth effect. Only role clarity has an impact on level and growth. Interestingly, co-members’ cooperation weakens member participation, which leads us to conclude that too much cooperation - which appears as professionalism in a trading community - ‘kills’ member participation. We conclude with theoretical and managerial implications.
{"title":"Professionalism Kills the Trading Star: Explaining Member Participation in Trading Communities","authors":"S. Benoit, J. Hogreve, Christina Sichtmann, Nicola Bilstein","doi":"10.15358/2511-8676-2019-2-54","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-2-54","url":null,"abstract":"Trading communities provide non-commercial members with an online platform on which \u0000to exchange goods. Its success depends on member participation; however, little is known about \u0000its drivers. Based on literature we identify five drivers. To capture their impact over time, we test \u0000a latent growth curve model with longitudinal data, comparing the effects at an initial point of \u0000time with their impact on the growth of member participation over three subsequent periods. The \u0000results show that providers’ responsiveness and community identification have a positive effect \u0000on the initial level, but not on growth. Members’ enjoyment has no level effect, but a growth \u0000effect. Only role clarity has an impact on level and growth. Interestingly, co-members’ \u0000cooperation weakens member participation, which leads us to conclude that too much \u0000cooperation - which appears as professionalism in a trading community - ‘kills’ member \u0000participation. We conclude with theoretical and managerial implications.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"24 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":"129865372","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: 10.5771/2511-8676-2022-4-232
Lea Kocheise, M. Büttgen
Technology infusion in the service encounter is profoundly altering the workplace of frontline service employees. As digitalization increasingly enables data-driven transparency of employee conduct, this paper argues for a more employee-centric approach to organizational transparency, consequently introducing technology-induced employee transparency as a refined transparency conceptualization. Further, service literature has largely neglected studying the implications of frontline technology use on frontline workers. In an effort to fill this void in organizational frontline research, this paper provides an interdisciplinary systematic literature review on technology-induced transparency and its effects on employees and their work outcomes in related fields like management, psychology, social sciences, and computer science. Reflecting on the findings, directions for future research in the service management domain are proposed.
{"title":"“The more, the merrier?” – A Systematic Review of the Effects of Technology-Induced Employee Transparency on Frontline Service Employees","authors":"Lea Kocheise, M. Büttgen","doi":"10.5771/2511-8676-2022-4-232","DOIUrl":"https://doi.org/10.5771/2511-8676-2022-4-232","url":null,"abstract":"Technology infusion in the service encounter is profoundly altering the workplace of frontline service employees. As digitalization increasingly enables data-driven transparency of employee conduct, this paper argues for a more employee-centric approach to organizational transparency, consequently introducing technology-induced employee transparency as a refined transparency conceptualization. Further, service literature has largely neglected studying the implications of frontline technology use on frontline workers. In an effort to fill this void in organizational frontline research, this paper provides an interdisciplinary systematic literature review on technology-induced transparency and its effects on employees and their work outcomes in related fields like management, psychology, social sciences, and computer science. Reflecting on the findings, directions for future research in the service management domain are proposed.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"64 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":"115714041","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}
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