Pub Date : 2023-05-10DOI: 10.1080/02642069.2023.2209930
Michael Yao-Ping Peng, O. Golra, Majid Khan, T. Garavan, Yong-Sheng Chang, Muhammad Usman
{"title":"Unlearning in service contexts: a moderated-mediation model","authors":"Michael Yao-Ping Peng, O. Golra, Majid Khan, T. Garavan, Yong-Sheng Chang, Muhammad Usman","doi":"10.1080/02642069.2023.2209930","DOIUrl":"https://doi.org/10.1080/02642069.2023.2209930","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-05-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"89613913","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 : 2023-05-03DOI: 10.1080/02642069.2023.2209018
Manuel Sanchez-Robles, R. Puertas, D. Ribeiro-Soriano
{"title":"Startup initiatives in social service industries: cohousing and energy communities","authors":"Manuel Sanchez-Robles, R. Puertas, D. Ribeiro-Soriano","doi":"10.1080/02642069.2023.2209018","DOIUrl":"https://doi.org/10.1080/02642069.2023.2209018","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-05-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85997687","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 : 2023-04-28DOI: 10.1080/02642069.2023.2199990
S. Saxena, A. Prashar
ABSTRACT Telemedicine healthcare and assistive robotic technologies are gaining popularity as support systems for traditional healthcare practices. However, there are concerns regarding the use of these digital services due to their lack of empathy and intimacy. This paper investigates the impact of physicians’ empathetic care and telepresence robot assistance on patients’ intimate experience and satisfaction. We employ a multi-method design to achieve our research objective. The first study utilizes a 2 (digital empathetic care: high vs. low) × 2 (telepresence robot assistance: present vs. absent) × 2 (severity of illness: high vs. low) between-subject experimental design involving 287 participants who have used robotic assistance and telemedicine services. The findings from this study confirm that the telepresence robotic assistance and empathetic care by physicians positively impact intimate experience and patient satisfaction significantly more for patients with low severity of illness, thus confirming the significant moderated-moderated mediation effect. The second study employs field data (n = 4629 reviews) to further validate the telepresence robots’ usability in establishing intimate patient experiences in digital settings. The study recommends to healthcare practitioners that empathetic care and robotic assistance are essential factors for building intimate experience and patient satisfaction in telehealthcare services.
{"title":"How satisfactory are empathetic care and robotic assistance in telemedicine services?","authors":"S. Saxena, A. Prashar","doi":"10.1080/02642069.2023.2199990","DOIUrl":"https://doi.org/10.1080/02642069.2023.2199990","url":null,"abstract":"ABSTRACT Telemedicine healthcare and assistive robotic technologies are gaining popularity as support systems for traditional healthcare practices. However, there are concerns regarding the use of these digital services due to their lack of empathy and intimacy. This paper investigates the impact of physicians’ empathetic care and telepresence robot assistance on patients’ intimate experience and satisfaction. We employ a multi-method design to achieve our research objective. The first study utilizes a 2 (digital empathetic care: high vs. low) × 2 (telepresence robot assistance: present vs. absent) × 2 (severity of illness: high vs. low) between-subject experimental design involving 287 participants who have used robotic assistance and telemedicine services. The findings from this study confirm that the telepresence robotic assistance and empathetic care by physicians positively impact intimate experience and patient satisfaction significantly more for patients with low severity of illness, thus confirming the significant moderated-moderated mediation effect. The second study employs field data (n = 4629 reviews) to further validate the telepresence robots’ usability in establishing intimate patient experiences in digital settings. The study recommends to healthcare practitioners that empathetic care and robotic assistance are essential factors for building intimate experience and patient satisfaction in telehealthcare services.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-04-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"91456966","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 : 2023-04-28DOI: 10.1080/02642069.2023.2197644
M. Eshaghi, Mona Afshardoost, J. Bowden
ABSTRACT Consumer well-being (CWB) is an important multifaceted concept which contributes directly to consumers’ need satisfaction at the material, emotional, social, and physical levels. Despite interest in the concept, contemporary research on CWB is limited in agreement over its definition, measurement and characterisation leaving The term ambiguous, abstract, and with no universally agreed upon conceptualisation. We seek to provide a concise review of current research on the concept of CWB. Our review comprises 265 peer-review articles drawn from scholarly databases, which have been analysed according to a range of theoretical and methodological foci. An in-depth systematic literature review approach was followed. With regard to CWB foci, the review illustrates that CWB research has focused on individual consumer entities with a self-beneficiary foci. Secondly, the review identifies four CWB themes, namely wellbeing, well doing, well having and well becoming. Although, scholars refer to all of these as CWB, they vary in their theoretical conceptualisation, operationalisation and reference to temporal states. Thirdly, the review identifies two mega themes within CWB research namely definition centrality and problem centrality. A framework for CWB is subsequently proposed according to context-based versus object-based modelling. The review concludes by presenting a researcher guideline for CWB and an agenda for future research.
{"title":"Consumer well-being (CWB): conceptualisation, contextualisation and a research agenda","authors":"M. Eshaghi, Mona Afshardoost, J. Bowden","doi":"10.1080/02642069.2023.2197644","DOIUrl":"https://doi.org/10.1080/02642069.2023.2197644","url":null,"abstract":"ABSTRACT Consumer well-being (CWB) is an important multifaceted concept which contributes directly to consumers’ need satisfaction at the material, emotional, social, and physical levels. Despite interest in the concept, contemporary research on CWB is limited in agreement over its definition, measurement and characterisation leaving The term ambiguous, abstract, and with no universally agreed upon conceptualisation. We seek to provide a concise review of current research on the concept of CWB. Our review comprises 265 peer-review articles drawn from scholarly databases, which have been analysed according to a range of theoretical and methodological foci. An in-depth systematic literature review approach was followed. With regard to CWB foci, the review illustrates that CWB research has focused on individual consumer entities with a self-beneficiary foci. Secondly, the review identifies four CWB themes, namely wellbeing, well doing, well having and well becoming. Although, scholars refer to all of these as CWB, they vary in their theoretical conceptualisation, operationalisation and reference to temporal states. Thirdly, the review identifies two mega themes within CWB research namely definition centrality and problem centrality. A framework for CWB is subsequently proposed according to context-based versus object-based modelling. The review concludes by presenting a researcher guideline for CWB and an agenda for future research.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-04-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82334721","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 : 2023-04-18DOI: 10.1080/02642069.2023.2197221
Ahsan Ali, Ali Nawaz Khan
{"title":"Task stressors, team reflexivity, and proactive customer service performance","authors":"Ahsan Ali, Ali Nawaz Khan","doi":"10.1080/02642069.2023.2197221","DOIUrl":"https://doi.org/10.1080/02642069.2023.2197221","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-04-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78686881","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 : 2023-04-08DOI: 10.1080/02642069.2023.2197222
Makarand Mody
ABSTRACT As an increasingly important paradigm in the services domain, transformative service research (TSR) emphasizes the need for improving the well-being of entities inside and outside the service organization. The present article offers that hospitality – as an ethic and experience – offers compelling avenues to move the TSR agenda to its next stage of evolution. Specifically, given its indelible connections to the fledging paradigm of human flourishing, hospitality provides tangible pathways for service organizations to effect transformative value creation as systemic human flourishing at the individual, collective, and ecosystem levels. The article examines this proposition in the context of research at the intersection of hospitality and healthcare. It then offers a novel conceptual framework – Hospitality-Oriented Systems of Transformation In Services (HOSTIS) – that uses hospitality as the starting point and the bridge between the two paradigms of TSR and human flourishing. The article concludes with opportunities for future research that addresses the key conceptual and empirical considerations of the framework. The HOSTIS framework recognizes the potential of service organizations to contribute to a flourishing society.
{"title":"Hospitality as the bridge: advancing transformative service research towards human flourishing","authors":"Makarand Mody","doi":"10.1080/02642069.2023.2197222","DOIUrl":"https://doi.org/10.1080/02642069.2023.2197222","url":null,"abstract":"ABSTRACT\u0000 As an increasingly important paradigm in the services domain, transformative service research (TSR) emphasizes the need for improving the well-being of entities inside and outside the service organization. The present article offers that hospitality – as an ethic and experience – offers compelling avenues to move the TSR agenda to its next stage of evolution. Specifically, given its indelible connections to the fledging paradigm of human flourishing, hospitality provides tangible pathways for service organizations to effect transformative value creation as systemic human flourishing at the individual, collective, and ecosystem levels. The article examines this proposition in the context of research at the intersection of hospitality and healthcare. It then offers a novel conceptual framework – Hospitality-Oriented Systems of Transformation In Services (HOSTIS) – that uses hospitality as the starting point and the bridge between the two paradigms of TSR and human flourishing. The article concludes with opportunities for future research that addresses the key conceptual and empirical considerations of the framework. The HOSTIS framework recognizes the potential of service organizations to contribute to a flourishing society.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-04-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88487718","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 : 2023-03-23DOI: 10.1080/02642069.2023.2189242
I. Horodnic, C. Williams, Andreea Apetrei, Mara Mațcu, Adrian V Horodnic
ABSTRACT This paper evaluates the extent to which digital platforms are used to purchase services from the informal economy and how this can be tackled. Reporting data from a 2021 survey involving 1209 consumers in Romania, 33% had purchased services from the informal economy and 36% of these purchases had been bought via digital platforms. To explain and tackle this, a logistic regression analysis reveals that informal purchases decrease significantly when both the level of horizontal trust as well as the level of sanctions and risk of detection increase. These results support the use of the holistic approach for tackling informal economy, advocated by the European Platform Tackling Undeclared Work of the European Commission, to achieve progress on the United Nations Sustainable Development Goal (SDG) Indicator 8.3.1 (Proportion of informal employment in non-agriculture employment, by sex).
{"title":"Services purchase from the informal economy using digital platforms","authors":"I. Horodnic, C. Williams, Andreea Apetrei, Mara Mațcu, Adrian V Horodnic","doi":"10.1080/02642069.2023.2189242","DOIUrl":"https://doi.org/10.1080/02642069.2023.2189242","url":null,"abstract":"ABSTRACT This paper evaluates the extent to which digital platforms are used to purchase services from the informal economy and how this can be tackled. Reporting data from a 2021 survey involving 1209 consumers in Romania, 33% had purchased services from the informal economy and 36% of these purchases had been bought via digital platforms. To explain and tackle this, a logistic regression analysis reveals that informal purchases decrease significantly when both the level of horizontal trust as well as the level of sanctions and risk of detection increase. These results support the use of the holistic approach for tackling informal economy, advocated by the European Platform Tackling Undeclared Work of the European Commission, to achieve progress on the United Nations Sustainable Development Goal (SDG) Indicator 8.3.1 (Proportion of informal employment in non-agriculture employment, by sex).","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-03-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88406111","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 : 2023-03-12DOI: 10.1080/02642069.2023.2185934
Nisreen Ameen, G. Viglia, L. Altınay
ABSTRACT In this editorial, we provide a background on how services have been revolutionized with cutting-edge technologies due to the occurrence of major exogenous shocks. In addition, we provide an overview of the papers published in this special issue. Finally, we suggest new areas for future research on revolutionizing services with cutting-edge technologies post major exogenous shocks. We focus on four main themes for future research namely: (1) new technologies and revolutionized services (2) fit-for-purpose technology-enabled services (3) service resilience and flexibility and (4) academic-industry collaboration.
{"title":"Revolutionizing services with cutting-edge technologies post major exogenous shocks","authors":"Nisreen Ameen, G. Viglia, L. Altınay","doi":"10.1080/02642069.2023.2185934","DOIUrl":"https://doi.org/10.1080/02642069.2023.2185934","url":null,"abstract":"ABSTRACT In this editorial, we provide a background on how services have been revolutionized with cutting-edge technologies due to the occurrence of major exogenous shocks. In addition, we provide an overview of the papers published in this special issue. Finally, we suggest new areas for future research on revolutionizing services with cutting-edge technologies post major exogenous shocks. We focus on four main themes for future research namely: (1) new technologies and revolutionized services (2) fit-for-purpose technology-enabled services (3) service resilience and flexibility and (4) academic-industry collaboration.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-03-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"83981837","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 : 2023-03-10DOI: 10.1080/02642069.2023.2166493
A. V. Prakash, Arun Joshi, Shubhi Nim, Saini Das
ABSTRACT According to industry reports, artificial intelligence-based chatbots could transform online customer service. Though businesses are increasingly implementing chatbots to automate customer service, the lack of consumer trust and acceptance continues to cause worry. Although trust is critical to acceptance, research on the drivers and consequences of trust in AI-based chatbots is limited. Hence a study was conducted to identify the antecedents of consumers’ trust in text-based customer service chatbots and examine the influence of trust on behavioral intentions. The data collected from 221 users was analyzed using the structural equations modeling method. Results reveal that conversational cues influence the perceived functional and social attributes of the chatbot, and these, along with personal disposition to trust technology, further influence trust formation. Finally, trust determines behavioral intentions. Incidentally, privacy risk turned out to be a non-significant predictor of trust. The study provides measures to improve trust and suggests directions for future research.
{"title":"Determinants and consequences of trust in AI-based customer service chatbots","authors":"A. V. Prakash, Arun Joshi, Shubhi Nim, Saini Das","doi":"10.1080/02642069.2023.2166493","DOIUrl":"https://doi.org/10.1080/02642069.2023.2166493","url":null,"abstract":"ABSTRACT According to industry reports, artificial intelligence-based chatbots could transform online customer service. Though businesses are increasingly implementing chatbots to automate customer service, the lack of consumer trust and acceptance continues to cause worry. Although trust is critical to acceptance, research on the drivers and consequences of trust in AI-based chatbots is limited. Hence a study was conducted to identify the antecedents of consumers’ trust in text-based customer service chatbots and examine the influence of trust on behavioral intentions. The data collected from 221 users was analyzed using the structural equations modeling method. Results reveal that conversational cues influence the perceived functional and social attributes of the chatbot, and these, along with personal disposition to trust technology, further influence trust formation. Finally, trust determines behavioral intentions. Incidentally, privacy risk turned out to be a non-significant predictor of trust. The study provides measures to improve trust and suggests directions for future research.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-03-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90523805","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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