Pub Date : 2023-07-28DOI: 10.1080/02642069.2023.2240721
Dimple, Vijay Kuriakose
{"title":"High-performance work system in service sector: review and framework development","authors":"Dimple, Vijay Kuriakose","doi":"10.1080/02642069.2023.2240721","DOIUrl":"https://doi.org/10.1080/02642069.2023.2240721","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"48 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-07-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85799888","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 : 2023-07-07DOI: 10.1080/02642069.2023.2217756
Bin Li, Yanhong Chen, Luning Liu, Bowen Zheng
ABSTRACT Due to contradictory findings in existing literature, the understanding of the adoption intention of AI-based chatbots has been limited. Hence, the objective of this paper is to perform a meta-analysis to investigate the determinants that impact users' usage intention of AI-based chatbots. A total of 54 published articles with a combined sample size of 18,266 were included in our study. The findings suggest that attitude, perceived usefulness, and trust are critical factors for the adoption of AI-based chatbots. Furthermore, the study also found that economic level and gender have moderating effects on certain relationships, such as economic level has a moderating effect on the relationship between attitude and usage intention. The results of this study make substantial contributions to both practical and theoretical domains.
{"title":"Users’ intention to adopt artificial intelligence-based chatbot: a meta-analysis","authors":"Bin Li, Yanhong Chen, Luning Liu, Bowen Zheng","doi":"10.1080/02642069.2023.2217756","DOIUrl":"https://doi.org/10.1080/02642069.2023.2217756","url":null,"abstract":"ABSTRACT\u0000 Due to contradictory findings in existing literature, the understanding of the adoption intention of AI-based chatbots has been limited. Hence, the objective of this paper is to perform a meta-analysis to investigate the determinants that impact users' usage intention of AI-based chatbots. A total of 54 published articles with a combined sample size of 18,266 were included in our study. The findings suggest that attitude, perceived usefulness, and trust are critical factors for the adoption of AI-based chatbots. Furthermore, the study also found that economic level and gender have moderating effects on certain relationships, such as economic level has a moderating effect on the relationship between attitude and usage intention. The results of this study make substantial contributions to both practical and theoretical domains.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"2006 1","pages":"1117 - 1139"},"PeriodicalIF":0.0,"publicationDate":"2023-07-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82561175","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 : 2023-06-30DOI: 10.1080/02642069.2023.2226596
Jochen Wirtz, Johannes Hofmeister, Patricia Y. P. Chew, Xin (David) Ding
ABSTRACT Recent research has shown that the trade-off between customer satisfaction and productivity can be mitigated through three strategic pathways: the (1) operations management (OM) approach, (2) focused service factory, and (3) dual culture strategy, which allow firms to achieve cost-effective service excellence (CESE). We advance that these strategies are also excellent enablers for the development, implementation, and use of digital service technologies, service robots, and artificial intelligence (AI). First, the OM approach reduces process variations in service delivery, creating opportunities for leveraging technology to automate processes. Second, the focused service factory strategy enables high volumes of largely identical service transactions with minimized customer-induced variability, easing service automation. Third, the dual culture strategy ensures that digital automation is firmly customer-centric and achieves service excellence. We advance a set of propositions and research questions aimed at stimulating research at the intersection of the two streams of literature on digital service technologies and CESE.
{"title":"Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence","authors":"Jochen Wirtz, Johannes Hofmeister, Patricia Y. P. Chew, Xin (David) Ding","doi":"10.1080/02642069.2023.2226596","DOIUrl":"https://doi.org/10.1080/02642069.2023.2226596","url":null,"abstract":"ABSTRACT Recent research has shown that the trade-off between customer satisfaction and productivity can be mitigated through three strategic pathways: the (1) operations management (OM) approach, (2) focused service factory, and (3) dual culture strategy, which allow firms to achieve cost-effective service excellence (CESE). We advance that these strategies are also excellent enablers for the development, implementation, and use of digital service technologies, service robots, and artificial intelligence (AI). First, the OM approach reduces process variations in service delivery, creating opportunities for leveraging technology to automate processes. Second, the focused service factory strategy enables high volumes of largely identical service transactions with minimized customer-induced variability, easing service automation. Third, the dual culture strategy ensures that digital automation is firmly customer-centric and achieves service excellence. We advance a set of propositions and research questions aimed at stimulating research at the intersection of the two streams of literature on digital service technologies and CESE.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"9 1","pages":"1173 - 1196"},"PeriodicalIF":0.0,"publicationDate":"2023-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78900888","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 : 2023-06-27DOI: 10.1080/02642069.2023.2228205
La Anh Duc, Nguyen Dinh Tho
{"title":"Inclusive leadership and team innovation in retail services","authors":"La Anh Duc, Nguyen Dinh Tho","doi":"10.1080/02642069.2023.2228205","DOIUrl":"https://doi.org/10.1080/02642069.2023.2228205","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"41 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-06-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80556257","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 : 2023-05-15DOI: 10.1080/02642069.2023.2209507
Ali Ozduran, M. Saydam, K. Eluwole, Ememabasi Uwem Mertens
{"title":"Work-family conflict, subjective well-being, burnout, and their effects on presenteeism","authors":"Ali Ozduran, M. Saydam, K. Eluwole, Ememabasi Uwem Mertens","doi":"10.1080/02642069.2023.2209507","DOIUrl":"https://doi.org/10.1080/02642069.2023.2209507","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"171 11 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-05-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"76915074","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 : 2023-05-12DOI: 10.1080/02642069.2023.2208522
Bo Huang, S. Sénécal
ABSTRACT Voice assistants have become increasingly popular touchpoints in AI-infused service encounters in the hospitality industry. Although we have seen a growing body of research in this area, little attention has been paid to specific service failures involving exclusively voice interactions. Drawing from the Computers As Social Actors (CASA) research paradigm and the Stereotype Content Model, this research explores how warmth can mitigate the negative consequences of service failure involving voice assistants. In two experiments using both physiological (EDA) and psychological measures, we show that the perception of warmth improves consumers’ emotional reactions and increases re-patronage intention following a negative service outcome. We also found that the optimal voice to be used for a voice assistant is a dynamic speech style combined with emotionally expressive and warm verbal content. These findings contribute to the knowledge of voice-based smart service interaction and provide insight into how to mitigate the negative consequences of service failure involving voice assistants.
{"title":"How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure","authors":"Bo Huang, S. Sénécal","doi":"10.1080/02642069.2023.2208522","DOIUrl":"https://doi.org/10.1080/02642069.2023.2208522","url":null,"abstract":"ABSTRACT\u0000 Voice assistants have become increasingly popular touchpoints in AI-infused service encounters in the hospitality industry. Although we have seen a growing body of research in this area, little attention has been paid to specific service failures involving exclusively voice interactions. Drawing from the Computers As Social Actors (CASA) research paradigm and the Stereotype Content Model, this research explores how warmth can mitigate the negative consequences of service failure involving voice assistants. In two experiments using both physiological (EDA) and psychological measures, we show that the perception of warmth improves consumers’ emotional reactions and increases re-patronage intention following a negative service outcome. We also found that the optimal voice to be used for a voice assistant is a dynamic speech style combined with emotionally expressive and warm verbal content. These findings contribute to the knowledge of voice-based smart service interaction and provide insight into how to mitigate the negative consequences of service failure involving voice assistants.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"12 1","pages":"806 - 826"},"PeriodicalIF":0.0,"publicationDate":"2023-05-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"89352040","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 : 2023-05-11DOI: 10.1080/02642069.2023.2202912
Duc Hoang, Sofia Kousi, Luis F. Martinez, Satish Kumar
ABSTRACT The purpose of this paper is to consolidate published research on customer engagement (CE), and building on that, to further develop a set of integrated CE elements that fit the online context, based on Sashi’s [Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272]. CE cycle model. Thus, we develop a systematic alignment of CE concepts and propose additional themes – including Experience, Organizational and Environmental Context, Customer Participation, Employee Participation, and Trust – and solidify the model with theoretical propositions for each theme. This paper’s originality comes from being the pioneer study to systematically examine each CE activity through the lens of an online-dominant context, while contributing to the CE literature. Recommendations for future research are provided for researchers of the CE field, calling for deeper investigation of existing theory, more attention to the areas in which e-commerce is developing rapidly, and additional prospective propositions for the CE cycle model to adapt to a post-pandemic world.
{"title":"Revisiting a model of customer engagement cycle: a systematic review","authors":"Duc Hoang, Sofia Kousi, Luis F. Martinez, Satish Kumar","doi":"10.1080/02642069.2023.2202912","DOIUrl":"https://doi.org/10.1080/02642069.2023.2202912","url":null,"abstract":"ABSTRACT The purpose of this paper is to consolidate published research on customer engagement (CE), and building on that, to further develop a set of integrated CE elements that fit the online context, based on Sashi’s [Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272]. CE cycle model. Thus, we develop a systematic alignment of CE concepts and propose additional themes – including Experience, Organizational and Environmental Context, Customer Participation, Employee Participation, and Trust – and solidify the model with theoretical propositions for each theme. This paper’s originality comes from being the pioneer study to systematically examine each CE activity through the lens of an online-dominant context, while contributing to the CE literature. Recommendations for future research are provided for researchers of the CE field, calling for deeper investigation of existing theory, more attention to the areas in which e-commerce is developing rapidly, and additional prospective propositions for the CE cycle model to adapt to a post-pandemic world.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"98 1","pages":"579 - 617"},"PeriodicalIF":0.0,"publicationDate":"2023-05-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"83600264","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 : 2023-05-10DOI: 10.1080/02642069.2023.2212553
{"title":"Call for Papers - Special Issue: Healthy Ageing and the Service Industries","authors":"","doi":"10.1080/02642069.2023.2212553","DOIUrl":"https://doi.org/10.1080/02642069.2023.2212553","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"2 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-05-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78478523","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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