Pub Date : 2023-01-26DOI: 10.1080/02642069.2022.2163995
Santiago Forgas-Coll, R. Huertas-García, Antonio Andriella, G. Alenyà
ABSTRACT The ability to install social intelligence protocols in robots in order for them to exhibit conversational skills has made them ideal tools for delivering services with a high cognitive and low emotional load. Little is known about how this capability influences the customer experience and the intention to continue receiving these services. Experiences were assessed in a study simulating customer-facing service delivery, and the constructs of the technology readiness index and stated gender were analysed as possible moderators in a quasi-experiment. Hedonic quality was the most relevant factor explaining attitude, and attitude explained intention to use as well as social influence. As for the constructs of technological readiness and gender, optimism and innovativeness seem to be the most likely candidates for moderating the other variables. The most optimistic and the most innovative route would be for the main actors to continue adapting to social robot technology in the future.
{"title":"Social robot-delivered customer-facing services: an assessment of the experience","authors":"Santiago Forgas-Coll, R. Huertas-García, Antonio Andriella, G. Alenyà","doi":"10.1080/02642069.2022.2163995","DOIUrl":"https://doi.org/10.1080/02642069.2022.2163995","url":null,"abstract":"ABSTRACT The ability to install social intelligence protocols in robots in order for them to exhibit conversational skills has made them ideal tools for delivering services with a high cognitive and low emotional load. Little is known about how this capability influences the customer experience and the intention to continue receiving these services. Experiences were assessed in a study simulating customer-facing service delivery, and the constructs of the technology readiness index and stated gender were analysed as possible moderators in a quasi-experiment. Hedonic quality was the most relevant factor explaining attitude, and attitude explained intention to use as well as social influence. As for the constructs of technological readiness and gender, optimism and innovativeness seem to be the most likely candidates for moderating the other variables. The most optimistic and the most innovative route would be for the main actors to continue adapting to social robot technology in the future.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"120 1","pages":"154 - 184"},"PeriodicalIF":0.0,"publicationDate":"2023-01-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"91198122","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 : 2023-01-25DOI: 10.1080/02642069.2022.2164273
Yun-na Park, Taeshik Gong
{"title":"Curvilinear relationship between customer engagement and responses to service failures","authors":"Yun-na Park, Taeshik Gong","doi":"10.1080/02642069.2022.2164273","DOIUrl":"https://doi.org/10.1080/02642069.2022.2164273","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"7 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-01-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"81057903","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 : 2023-01-18DOI: 10.1080/02642069.2022.2161528
Eugene Cheng-Xi Aw, T. Zha, Stephanie Hui-Wen Chuah
ABSTRACT Robo-advisory services are gaining traction and could usher in the next cycle of disruptive change in the financial services industry. Yet, many are reticent to embrace this service innovation for their wealth management. This study probes this phenomenon by examining the interplay among technology characteristics (i.e. performance expectancy, effort expectancy, and perceived security), human-like characteristics (i.e. perceived autonomy, perceived intelligence, and perceived anthropomorphism), and consumer characteristics (i.e. financial literacy and affinity for technology interaction) to explain the acceptance of robo-advisory services. For this purpose, a fuzzy set qualitative comparative analysis and an artificial neural network analysis were performed to uncover the interdependency and complexity of the proposed variables, based on 375 responses collected through a large consumer panel survey in China. The findings revealed the presence of six configurations conducive for high acceptance of robo-advisory services, with perceived anthropomorphism and a combination of perceived effort expectancy and perceived security identified as core conditions. Moreover, according to the artificial neural network analysis, perceived intelligence is the most important determinant of robo-advisory service acceptance. This study challenges the conventional linear and symmetric perspective adopted in prior research.
{"title":"My new financial companion! non-linear understanding of Robo-advisory service acceptance","authors":"Eugene Cheng-Xi Aw, T. Zha, Stephanie Hui-Wen Chuah","doi":"10.1080/02642069.2022.2161528","DOIUrl":"https://doi.org/10.1080/02642069.2022.2161528","url":null,"abstract":"ABSTRACT Robo-advisory services are gaining traction and could usher in the next cycle of disruptive change in the financial services industry. Yet, many are reticent to embrace this service innovation for their wealth management. This study probes this phenomenon by examining the interplay among technology characteristics (i.e. performance expectancy, effort expectancy, and perceived security), human-like characteristics (i.e. perceived autonomy, perceived intelligence, and perceived anthropomorphism), and consumer characteristics (i.e. financial literacy and affinity for technology interaction) to explain the acceptance of robo-advisory services. For this purpose, a fuzzy set qualitative comparative analysis and an artificial neural network analysis were performed to uncover the interdependency and complexity of the proposed variables, based on 375 responses collected through a large consumer panel survey in China. The findings revealed the presence of six configurations conducive for high acceptance of robo-advisory services, with perceived anthropomorphism and a combination of perceived effort expectancy and perceived security identified as core conditions. Moreover, according to the artificial neural network analysis, perceived intelligence is the most important determinant of robo-advisory service acceptance. This study challenges the conventional linear and symmetric perspective adopted in prior research.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"161 1","pages":"185 - 212"},"PeriodicalIF":0.0,"publicationDate":"2023-01-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74196046","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 : 2023-01-10DOI: 10.1080/02642069.2022.2147514
Elham Anasori, Glauco De Vita, Kemal Gürkan Küçükergin
ABSTRACT This study tests a model exploring the direct effect of workplace bullying on employee creativity and performance using psychological distress as the mediator and psychological resilience as the moderator based on the JD-R theory. PLS-SEM was applied to analyze data collected from both employees and supervisors of 4 – and 5-star hotels. The main findings reveal that workplace bullying affects employee creativity negatively, and psychological distress positively. While psychological distress has a negative effect on employee creativity, the latter exerts a significantly positive effect on job performance. Resilience moderates the relationships between workplace bullying and employee creativity, and psychological distress and employee creativity. This study makes a significant, original contribution to the hospitality literature as it is the first to investigate the moderator role of psychological resilience on employee creativity and performance in reaction to bullying behavior.
{"title":"Workplace bullying, psychological distress, job performance and employee creativity: the moderating effect of psychological resilience","authors":"Elham Anasori, Glauco De Vita, Kemal Gürkan Küçükergin","doi":"10.1080/02642069.2022.2147514","DOIUrl":"https://doi.org/10.1080/02642069.2022.2147514","url":null,"abstract":"ABSTRACT This study tests a model exploring the direct effect of workplace bullying on employee creativity and performance using psychological distress as the mediator and psychological resilience as the moderator based on the JD-R theory. PLS-SEM was applied to analyze data collected from both employees and supervisors of 4 – and 5-star hotels. The main findings reveal that workplace bullying affects employee creativity negatively, and psychological distress positively. While psychological distress has a negative effect on employee creativity, the latter exerts a significantly positive effect on job performance. Resilience moderates the relationships between workplace bullying and employee creativity, and psychological distress and employee creativity. This study makes a significant, original contribution to the hospitality literature as it is the first to investigate the moderator role of psychological resilience on employee creativity and performance in reaction to bullying behavior.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"17 1","pages":"336 - 357"},"PeriodicalIF":0.0,"publicationDate":"2023-01-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85732059","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 : 2023-01-09DOI: 10.1080/02642069.2022.2164274
Osman M. Karatepe, K. Dahleez, Tahani Jaffal, M. Aboramadan
ABSTRACT Drawing from servant leadership, organizational support, and conservation of resources theories, our paper tests a sequential model of green management innovation (GMI). Specifically, our paper assesses: (a) the effect of green servant leadership (GSL) on GMI; (b) perceived organizational support for the environment (OSE) as a mediator between GSL and GMI; (c) green knowledge sharing as a mediator of the link between GSL and GMI; and (d) perceived OSE and green knowledge sharing as the sequential mediators linking GSL to GMI. Data were collected in different service settings. The results from structural equation modeling reveal that perceived OSE and green knowledge sharing serially and completely mediate the effect of GSL on GMI. In an environment where there are GSL practices, employees have favorable perceptions of OSE and display green knowledge sharing behaviors to boost GMI. The authors discuss the aforesaid findings and offer implications for managers and future research.
{"title":"Test of a sequential mediation model of green management innovation","authors":"Osman M. Karatepe, K. Dahleez, Tahani Jaffal, M. Aboramadan","doi":"10.1080/02642069.2022.2164274","DOIUrl":"https://doi.org/10.1080/02642069.2022.2164274","url":null,"abstract":"ABSTRACT Drawing from servant leadership, organizational support, and conservation of resources theories, our paper tests a sequential model of green management innovation (GMI). Specifically, our paper assesses: (a) the effect of green servant leadership (GSL) on GMI; (b) perceived organizational support for the environment (OSE) as a mediator between GSL and GMI; (c) green knowledge sharing as a mediator of the link between GSL and GMI; and (d) perceived OSE and green knowledge sharing as the sequential mediators linking GSL to GMI. Data were collected in different service settings. The results from structural equation modeling reveal that perceived OSE and green knowledge sharing serially and completely mediate the effect of GSL on GMI. In an environment where there are GSL practices, employees have favorable perceptions of OSE and display green knowledge sharing behaviors to boost GMI. The authors discuss the aforesaid findings and offer implications for managers and future research.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"79 1","pages":"312 - 335"},"PeriodicalIF":0.0,"publicationDate":"2023-01-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73824949","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 : 2023-01-06DOI: 10.1080/02642069.2022.2154757
Jing Hu
{"title":"Dispositional awe, meaning in life, and socially responsible consumption","authors":"Jing Hu","doi":"10.1080/02642069.2022.2154757","DOIUrl":"https://doi.org/10.1080/02642069.2022.2154757","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"5 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-01-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85166498","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 : 2022-12-16DOI: 10.1080/02642069.2022.2146098
F. Ali, Gozde Turktarhan, Xianglan Chen, Murad Ali
ABSTRACT This study uses a multi-method approach to examine antecedents of destination advocacy. Data were collected from 549 respondents via Amazon MTurk. A symmetrical analysis based on partial least squares-structural equation modeling (PLS-SEM) and asymmetrical analysis based on fuzzy-set qualitative comparative analysis explore how combinations of various antecedents, including hospitality, perceived authenticity, destination experience quality, and destination love lead to high and low levels of destination advocacy. Findings indicate that hospitality and authenticity significantly impact destination experience quality. Moreover, destination experience quality and destination love have a significant impact on destination advocacy. Finally, fuzzy-set Qualitative Comparative Analysis (fsQCA) results reveal that a high level of hospitality and destination quality leads to destination advocacy.
{"title":"Antecedents of destination advocacy using symmetrical and asymmetrical modeling techniques","authors":"F. Ali, Gozde Turktarhan, Xianglan Chen, Murad Ali","doi":"10.1080/02642069.2022.2146098","DOIUrl":"https://doi.org/10.1080/02642069.2022.2146098","url":null,"abstract":"ABSTRACT This study uses a multi-method approach to examine antecedents of destination advocacy. Data were collected from 549 respondents via Amazon MTurk. A symmetrical analysis based on partial least squares-structural equation modeling (PLS-SEM) and asymmetrical analysis based on fuzzy-set qualitative comparative analysis explore how combinations of various antecedents, including hospitality, perceived authenticity, destination experience quality, and destination love lead to high and low levels of destination advocacy. Findings indicate that hospitality and authenticity significantly impact destination experience quality. Moreover, destination experience quality and destination love have a significant impact on destination advocacy. Finally, fuzzy-set Qualitative Comparative Analysis (fsQCA) results reveal that a high level of hospitality and destination quality leads to destination advocacy.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"14 1","pages":"475 - 496"},"PeriodicalIF":0.0,"publicationDate":"2022-12-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90799184","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 : 2022-12-07DOI: 10.1080/02642069.2022.2147513
M. Kim, Melissa A. Baker
The pandemic has reshaped customer perceptions of the new normal with both the physical and social service environments. Surprisingly, however, how reshaped servicescape design affects customers, especially their value co-creation behaviors, has not been studied. Drawing on value co-creation and signaling theory, this research aims to examine the comprehensive effects of the physical servicescape (signages, partitions, and spatial density) and the social servicescape (other customer misbehavior) on customer citizenship behavior and revisit intention via the mediating roles of perceived competence, perceived ethicality, and other customer trust. This study conducts two between-subjects experimental design studies with both written and pictorial manipulations in restaurant and retail store contexts to increase generalizability for services marketing. Signages and other customer misbehavior promote customer citizenship behavior through perceived competence and ethicality while partition shows the mixed results on customer perceptions. This paper contributes to servicescape and customer citizenship literature by identifying how the servicescape affects customer citizenship behavior via customers' perception. The findings of this current study also offer practical guidance as to how firms can be more strategic in design choices.
{"title":"From surviving to co-creating: the effects of the reshaped physical and social servicescape on customer citizenship behavior","authors":"M. Kim, Melissa A. Baker","doi":"10.1080/02642069.2022.2147513","DOIUrl":"https://doi.org/10.1080/02642069.2022.2147513","url":null,"abstract":"The pandemic has reshaped customer perceptions of the new normal with both the physical and social service environments. Surprisingly, however, how reshaped servicescape design affects customers, especially their value co-creation behaviors, has not been studied. Drawing on value co-creation and signaling theory, this research aims to examine the comprehensive effects of the physical servicescape (signages, partitions, and spatial density) and the social servicescape (other customer misbehavior) on customer citizenship behavior and revisit intention via the mediating roles of perceived competence, perceived ethicality, and other customer trust. This study conducts two between-subjects experimental design studies with both written and pictorial manipulations in restaurant and retail store contexts to increase generalizability for services marketing. Signages and other customer misbehavior promote customer citizenship behavior through perceived competence and ethicality while partition shows the mixed results on customer perceptions. This paper contributes to servicescape and customer citizenship literature by identifying how the servicescape affects customer citizenship behavior via customers' perception. The findings of this current study also offer practical guidance as to how firms can be more strategic in design choices.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"14 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-12-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"79032542","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 : 2022-12-06DOI: 10.1080/02642069.2022.2149740
Sally Rao Hill, B. Qesja
ABSTRACT Influencer marketing on social media plays an increasingly vital role in the overall marketing strategies for travel products. Previous research suggests that while traditional celebrities create value through exclusiveness, Social Media Influencers (SMIs) establish their value through authenticity and connectedness. However, exactly how they convey their authenticity is not well researched. Drawing on signalling theory, this study investigates the effect of SMI popularity (using the size of the following as a proxy) on consumers’ purchase intention as an outcome of authenticity perception, considering the moderating role of SMI’s perceived motive. A between-subjects design was employed, with participants (n = 236) randomly assigned to one of the two experimental conditions. Data were analysed using ANOVA and PROCESS Macro. Findings from our study suggest that consumers see micro SMI endorsers as more truthful, genuine, and authentic, which leads to greater intention to purchase the travel product. The effect of SMI popularity on authenticity perception is stronger for those who believe that SMIs are generally self-serving when they endorse products. This research has important ramifications for managers in the selection of SMI endorsers of their travel products. It also has implications for influencers who endorse products on social media.
{"title":"Social media influencer popularity and authenticity perception in the travel industry","authors":"Sally Rao Hill, B. Qesja","doi":"10.1080/02642069.2022.2149740","DOIUrl":"https://doi.org/10.1080/02642069.2022.2149740","url":null,"abstract":"ABSTRACT Influencer marketing on social media plays an increasingly vital role in the overall marketing strategies for travel products. Previous research suggests that while traditional celebrities create value through exclusiveness, Social Media Influencers (SMIs) establish their value through authenticity and connectedness. However, exactly how they convey their authenticity is not well researched. Drawing on signalling theory, this study investigates the effect of SMI popularity (using the size of the following as a proxy) on consumers’ purchase intention as an outcome of authenticity perception, considering the moderating role of SMI’s perceived motive. A between-subjects design was employed, with participants (n = 236) randomly assigned to one of the two experimental conditions. Data were analysed using ANOVA and PROCESS Macro. Findings from our study suggest that consumers see micro SMI endorsers as more truthful, genuine, and authentic, which leads to greater intention to purchase the travel product. The effect of SMI popularity on authenticity perception is stronger for those who believe that SMIs are generally self-serving when they endorse products. This research has important ramifications for managers in the selection of SMI endorsers of their travel products. It also has implications for influencers who endorse products on social media.","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"28 1","pages":"289 - 311"},"PeriodicalIF":0.0,"publicationDate":"2022-12-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85736190","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 : 2022-11-25DOI: 10.1080/02642069.2022.2142214
O. El-Said, Sayed Elhoushy, Sara Al Bulushi
{"title":"How do online review valence and ratings interact with consumer-generated visuals?","authors":"O. El-Said, Sayed Elhoushy, Sara Al Bulushi","doi":"10.1080/02642069.2022.2142214","DOIUrl":"https://doi.org/10.1080/02642069.2022.2142214","url":null,"abstract":"","PeriodicalId":22929,"journal":{"name":"The Service Industries Journal","volume":"117 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-11-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"79448369","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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