Pub Date : 2023-12-29DOI: 10.1080/15332969.2023.2298609
Raquel Soares, Juan Liu, Tingting (Christina) Zhang, Can Lu, Yunying (Susan) Zhong
This study aims to assess gaming live streamers’ credibility and its effect on their customers’ attitudes and behaviors, with a focus on understanding the underlying mechanisms and dynamics involve...
本研究旨在评估游戏直播流媒体的可信度及其对客户态度和行为的影响，重点是了解其背后的机制和动态。
{"title":"How Does Credibility Matter? Proposing and Validating a Framework for the Credibility of Live Streamers in the Gaming Industry","authors":"Raquel Soares, Juan Liu, Tingting (Christina) Zhang, Can Lu, Yunying (Susan) Zhong","doi":"10.1080/15332969.2023.2298609","DOIUrl":"https://doi.org/10.1080/15332969.2023.2298609","url":null,"abstract":"This study aims to assess gaming live streamers’ credibility and its effect on their customers’ attitudes and behaviors, with a focus on understanding the underlying mechanisms and dynamics involve...","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"11 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139084397","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 : 2023-12-25DOI: 10.1080/15332969.2023.2295662
Shubham Senapati, Rajeev Kumar Panda
Modern healthcare arena is witnessing a paradigm shift from a generic provider-dominated approach to a more consumer-centric culture. This paper examines the intricacies of health consumerism that ...
{"title":"Assessing the Role of Consumer Experience, Engagement, and Satisfaction in Healthcare Services: A Two-Stage Reflective-Formative Measurement Using PLS-SEM","authors":"Shubham Senapati, Rajeev Kumar Panda","doi":"10.1080/15332969.2023.2295662","DOIUrl":"https://doi.org/10.1080/15332969.2023.2295662","url":null,"abstract":"Modern healthcare arena is witnessing a paradigm shift from a generic provider-dominated approach to a more consumer-centric culture. This paper examines the intricacies of health consumerism that ...","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"16 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139036569","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 : 2023-12-12DOI: 10.1080/15332969.2023.2288733
Johanna Heinonen, Erose Sthapit
This study explores the elements of caring and its relationship with customer-value co-creation in the context of chat-based service encounters. For this purpose, 123 chat conversations from the Vi...
{"title":"Service Agent Driven Co-Created Caring in Chat-Based Customer Service Encounters","authors":"Johanna Heinonen, Erose Sthapit","doi":"10.1080/15332969.2023.2288733","DOIUrl":"https://doi.org/10.1080/15332969.2023.2288733","url":null,"abstract":"This study explores the elements of caring and its relationship with customer-value co-creation in the context of chat-based service encounters. For this purpose, 123 chat conversations from the Vi...","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"74 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138572577","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 : 2023-09-07DOI: 10.1080/15332969.2023.2254575
Kangcheol Lee, Taeshik Gong
Abstract This empirical study examines the mediating role of depersonalization on the relationship between dysfunctional customer behavior and service sabotage. This study further identifies the mediation model is moderated by a caring climate. Participants comprised 81 service managers and 622 employees. Results showed that dysfunctional customer behavior increases depersonalization, which in turn leads to service sabotage, and a highly caring climate decreases the effect of dysfunctional customer behavior on service sabotage through depersonalization. Therefore, service organizations should establish a caring climate to mitigate the impact of dysfunctional customer behavior on service sabotage.
{"title":"Influence of Dysfunctional Customer Behavior on Depersonalization and Service Sabotage in the Service Industry","authors":"Kangcheol Lee, Taeshik Gong","doi":"10.1080/15332969.2023.2254575","DOIUrl":"https://doi.org/10.1080/15332969.2023.2254575","url":null,"abstract":"Abstract This empirical study examines the mediating role of depersonalization on the relationship between dysfunctional customer behavior and service sabotage. This study further identifies the mediation model is moderated by a caring climate. Participants comprised 81 service managers and 622 employees. Results showed that dysfunctional customer behavior increases depersonalization, which in turn leads to service sabotage, and a highly caring climate decreases the effect of dysfunctional customer behavior on service sabotage through depersonalization. Therefore, service organizations should establish a caring climate to mitigate the impact of dysfunctional customer behavior on service sabotage.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"309 - 329"},"PeriodicalIF":0.0,"publicationDate":"2023-09-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47420753","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 : 2023-09-04DOI: 10.1080/15332969.2023.2252661
Fairuz Chowdhury, Srinivasan Swaminathan
Abstract Consumers increasingly use mobile applications for purchasing decisions; uncovering the dimensions of service quality relevant to these apps is essential. Existing research has extensively studied online service quality in e-commerce settings, and some studies focused on mobile shopping. However, these scales do not capture all aspects relevant to mobile apps. By administering surveys, we propose and validate the dimensions of the M-app-QUAL scale using a nomological network linking the service quality dimensions to consumer outcomes. Our results demonstrate that proposed constructs have varying impacts on relational constructs- brand identification and brand attachment, which in turn, influence brand advocacy and brand equity. Moreover, theoretical and managerial contributions are detailed.
{"title":"The Nexus Among Mobile-App Quality (M-app-QUAL), Brand Relationship, Brand Advocacy, and Brand Equity in the Retail Industry","authors":"Fairuz Chowdhury, Srinivasan Swaminathan","doi":"10.1080/15332969.2023.2252661","DOIUrl":"https://doi.org/10.1080/15332969.2023.2252661","url":null,"abstract":"Abstract Consumers increasingly use mobile applications for purchasing decisions; uncovering the dimensions of service quality relevant to these apps is essential. Existing research has extensively studied online service quality in e-commerce settings, and some studies focused on mobile shopping. However, these scales do not capture all aspects relevant to mobile apps. By administering surveys, we propose and validate the dimensions of the M-app-QUAL scale using a nomological network linking the service quality dimensions to consumer outcomes. Our results demonstrate that proposed constructs have varying impacts on relational constructs- brand identification and brand attachment, which in turn, influence brand advocacy and brand equity. Moreover, theoretical and managerial contributions are detailed.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"277 - 308"},"PeriodicalIF":0.0,"publicationDate":"2023-09-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44271210","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 : 2023-07-30DOI: 10.1080/15332969.2023.2241000
Ebru Kuzgun, Gülden Asugman, M. Alvarez
Abstract The current study investigates the consumers’ co-destructed experiences with after-sales services (AS) through the lens of Conservation of Resources (COR) theory and Service Dominant Logic. The research is carried out in two phases. First, a qualitative study is conducted by analyzing consumer stories about co-destructed AS experiences with data collected from a public complaint website and three focus group interviews. Second, the proposed model is empirically tested on 207 consumer responses collected through a survey. The results reveal different paths on which consumers’ secondary losses either lead to low AS satisfaction or punitive behaviors after experiencing a co-destructed AS interaction.
{"title":"Conservation of Resources Theory Interpretation of Co-Destructed After-sales Service Encounters","authors":"Ebru Kuzgun, Gülden Asugman, M. Alvarez","doi":"10.1080/15332969.2023.2241000","DOIUrl":"https://doi.org/10.1080/15332969.2023.2241000","url":null,"abstract":"Abstract The current study investigates the consumers’ co-destructed experiences with after-sales services (AS) through the lens of Conservation of Resources (COR) theory and Service Dominant Logic. The research is carried out in two phases. First, a qualitative study is conducted by analyzing consumer stories about co-destructed AS experiences with data collected from a public complaint website and three focus group interviews. Second, the proposed model is empirically tested on 207 consumer responses collected through a survey. The results reveal different paths on which consumers’ secondary losses either lead to low AS satisfaction or punitive behaviors after experiencing a co-destructed AS interaction.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"251 - 276"},"PeriodicalIF":0.0,"publicationDate":"2023-07-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42634978","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 : 2023-06-14DOI: 10.1080/15332969.2023.2223013
Anuja Chalke, B. Cheng, Michael Dent
Abstract The purpose of this study is to examine the impact of narrative transportation and trust on behavioral intention related to the luxury hotel industry. Data analyses is based on responses from 268 Instagram users who answered an online survey. The conceptual model was evaluated on Smart PLS4 through the PLS-SEM approach. Results indicate the trust in SNS and narrative transportation have a positive influence on e-WOM intention as well as on visit intention. The impact of trust and narrative transportation on visit intention are mediated by e-WOM intention. Empirical evidence supports the moderating role of social interaction.
{"title":"Narrative Transportation and Trust in Luxury Hotels SNS Marketing: The Moderating Role of Social Interaction","authors":"Anuja Chalke, B. Cheng, Michael Dent","doi":"10.1080/15332969.2023.2223013","DOIUrl":"https://doi.org/10.1080/15332969.2023.2223013","url":null,"abstract":"Abstract The purpose of this study is to examine the impact of narrative transportation and trust on behavioral intention related to the luxury hotel industry. Data analyses is based on responses from 268 Instagram users who answered an online survey. The conceptual model was evaluated on Smart PLS4 through the PLS-SEM approach. Results indicate the trust in SNS and narrative transportation have a positive influence on e-WOM intention as well as on visit intention. The impact of trust and narrative transportation on visit intention are mediated by e-WOM intention. Empirical evidence supports the moderating role of social interaction.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"227 - 248"},"PeriodicalIF":0.0,"publicationDate":"2023-06-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47766527","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 : 2023-05-19DOI: 10.1080/15332969.2023.2213547
Birgit Leisen Pollack
Abstract This study assesses moderated mediation effects of both cognitive factors and emotions influencing the linkage between service greenness and Gen Z’s purchase intentions. Using data from 612 observations pooled across multiple studies and service scenarios, the findings affirm that emotions mediate the relationship between service greenness and purchase intent. Additionally, Gen Z consumers with greener consumption values show a stronger emotional connection to service greenness. Surprisingly, the findings show a stronger emotional connection for a more functional service and gender had no moderating effect. The findings contribute to service theory and assist managers with reaching Gen Z more effectively. GRAPHICAL ABSTRACT
{"title":"Green Inspired Service Consumption: The Gen Z Consumer’s Perspective","authors":"Birgit Leisen Pollack","doi":"10.1080/15332969.2023.2213547","DOIUrl":"https://doi.org/10.1080/15332969.2023.2213547","url":null,"abstract":"Abstract This study assesses moderated mediation effects of both cognitive factors and emotions influencing the linkage between service greenness and Gen Z’s purchase intentions. Using data from 612 observations pooled across multiple studies and service scenarios, the findings affirm that emotions mediate the relationship between service greenness and purchase intent. Additionally, Gen Z consumers with greener consumption values show a stronger emotional connection to service greenness. Surprisingly, the findings show a stronger emotional connection for a more functional service and gender had no moderating effect. The findings contribute to service theory and assist managers with reaching Gen Z more effectively. GRAPHICAL ABSTRACT","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"206 - 226"},"PeriodicalIF":0.0,"publicationDate":"2023-05-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46524060","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: 10.1080/15332969.2023.2209767
K. Mukerjee
Abstract The purpose of this study is to examine the influence of positive and negative emotions on behavioral intentions as a consequence of self-service technology evaluation by customers. A cross-sectional survey research design was adopted to collect data from 414 customers of retail banks in an emerging market. Structural equation modeling procedure was performed to test the hypothesized relationships. The findings show that positive evaluation of self-service technology leads to positive emotions and consequently influence affective commitment, cross-buying, and positive word-of-mouth; negative evaluation of self-service technology leads to negative emotions and consequently influence patronage reduction, negative word-of-mouth, and third party complaining.
{"title":"Self-Service Technology: Examining the Influence of Emotions","authors":"K. Mukerjee","doi":"10.1080/15332969.2023.2209767","DOIUrl":"https://doi.org/10.1080/15332969.2023.2209767","url":null,"abstract":"Abstract The purpose of this study is to examine the influence of positive and negative emotions on behavioral intentions as a consequence of self-service technology evaluation by customers. A cross-sectional survey research design was adopted to collect data from 414 customers of retail banks in an emerging market. Structural equation modeling procedure was performed to test the hypothesized relationships. The findings show that positive evaluation of self-service technology leads to positive emotions and consequently influence affective commitment, cross-buying, and positive word-of-mouth; negative evaluation of self-service technology leads to negative emotions and consequently influence patronage reduction, negative word-of-mouth, and third party complaining.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"188 - 205"},"PeriodicalIF":0.0,"publicationDate":"2023-05-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47819305","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 : 2023-05-04DOI: 10.1080/15332969.2023.2207433
Erik Winell
Abstract As Customer Engagement (CE) drives brand loyalty and word-of-mouth, it is fundamental to the success of brands. Yet, while previous studies have examined the nature of CE, few have explored CE toward actors other than the focal firm or brand. Therefore, this study analyses and compares antecedents and outcomes of two types of CE: CE with a focal brand (CEF), and CE with other customers (CEC). 2031 customers of Swedish elite football were surveyed and analyzed in a SEM-model. Among others, the results indicate that CEC is more important to brand-loyalty and word-of-mouth than CEF.
{"title":"Exploring Antecedents and Outcomes of Customer Engagement Among Elite Football Fans","authors":"Erik Winell","doi":"10.1080/15332969.2023.2207433","DOIUrl":"https://doi.org/10.1080/15332969.2023.2207433","url":null,"abstract":"Abstract As Customer Engagement (CE) drives brand loyalty and word-of-mouth, it is fundamental to the success of brands. Yet, while previous studies have examined the nature of CE, few have explored CE toward actors other than the focal firm or brand. Therefore, this study analyses and compares antecedents and outcomes of two types of CE: CE with a focal brand (CEF), and CE with other customers (CEC). 2031 customers of Swedish elite football were surveyed and analyzed in a SEM-model. Among others, the results indicate that CEC is more important to brand-loyalty and word-of-mouth than CEF.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"167 - 187"},"PeriodicalIF":0.0,"publicationDate":"2023-05-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48802362","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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