Pub Date : 2021-08-14DOI: 10.1080/15332969.2021.1953724
E. J. M. Arruda Filho, Naiara Silva Ferreira
Abstract This study focuses on the preferences that motivate users to join different social networks analyzing the benefits that enhance the acceptance and usability of alternative social tools. WhatsApp was selected as the object of study which a qualitative research was conducted in two stages: (1) netnographic approach and (2) in-depth interviews. The results describe the usability of mobile virtual networks, concerning technological multifunctionality, which impacts the process of choosing the technology. In addition, perceptions of risk and gratifications are discussed, with risks including procrastination and privacy concerns, and gratifications including entertainment, social interaction, and relationship-building with the WhatsApp usage.
{"title":"Technological Usability in Mobile Networks: Gratifications and Risks Related to Using Whatsapp","authors":"E. J. M. Arruda Filho, Naiara Silva Ferreira","doi":"10.1080/15332969.2021.1953724","DOIUrl":"https://doi.org/10.1080/15332969.2021.1953724","url":null,"abstract":"Abstract This study focuses on the preferences that motivate users to join different social networks analyzing the benefits that enhance the acceptance and usability of alternative social tools. WhatsApp was selected as the object of study which a qualitative research was conducted in two stages: (1) netnographic approach and (2) in-depth interviews. The results describe the usability of mobile virtual networks, concerning technological multifunctionality, which impacts the process of choosing the technology. In addition, perceptions of risk and gratifications are discussed, with risks including procrastination and privacy concerns, and gratifications including entertainment, social interaction, and relationship-building with the WhatsApp usage.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"141 - 161"},"PeriodicalIF":0.0,"publicationDate":"2021-08-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44572034","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 : 2021-08-04DOI: 10.1080/15332969.2021.1953731
P. Duverger, Veronica L. Thomas
Abstract This research examines deviant tourist behaviors that are posted online. Such behaviors result in value co-destruction as tourists who negatively interact with a service offering reduce value for potential consumers and adversely impact the tourist destination. Viewing imagery of deviant behavior leads to lower intentions to visit the tourist destination, a relationship mediated by perceptions of risk. Further, the motivation for the tourist behavior moderates the relationship between behavior (deviant or non-deviant) and perceptions of risk. This research provides practitioners with effective strategies for mitigating the negative effects of tourists’ deviant behaviors that have been promoted online.
{"title":"The Negative Impact of Deviant Imagery on Consumers’ Intentions to Visit a Tourist Destination","authors":"P. Duverger, Veronica L. Thomas","doi":"10.1080/15332969.2021.1953731","DOIUrl":"https://doi.org/10.1080/15332969.2021.1953731","url":null,"abstract":"Abstract This research examines deviant tourist behaviors that are posted online. Such behaviors result in value co-destruction as tourists who negatively interact with a service offering reduce value for potential consumers and adversely impact the tourist destination. Viewing imagery of deviant behavior leads to lower intentions to visit the tourist destination, a relationship mediated by perceptions of risk. Further, the motivation for the tourist behavior moderates the relationship between behavior (deviant or non-deviant) and perceptions of risk. This research provides practitioners with effective strategies for mitigating the negative effects of tourists’ deviant behaviors that have been promoted online.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"162 - 179"},"PeriodicalIF":0.0,"publicationDate":"2021-08-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48184041","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 : 2021-07-22DOI: 10.1080/15332969.2021.1947084
Theuns G. Kotzé, P. Mostert
We, the Editors and Publisher of Services Marketing Quarterly, have retracted the following article: Kotzé, T. & Mostert, P. (2021). Service-oriented high-performance work practices as predictors of retail employees’ work engagement and service climate perceptions. Services Marketing Quarterly. 10.1080/15332969.2021.1947084. The article was mistakenly published as a duplicate of DOI: 10.1080/15332969.2020.1830638. We have been informed in our decision-making by our policy on publishing ethics and integrity and the COPE guidelines on retractions. The retracted article will remain online to maintain the scholarly record, but it will be digitally watermarked on each page as “Retracted”.
{"title":"RETRACTED ARTICLE: Service-Oriented High-Performance Work Practices as Predictors of Retail Employees’ Work Engagement and Service Climate Perceptions","authors":"Theuns G. Kotzé, P. Mostert","doi":"10.1080/15332969.2021.1947084","DOIUrl":"https://doi.org/10.1080/15332969.2021.1947084","url":null,"abstract":"We, the Editors and Publisher of Services Marketing Quarterly, have retracted the following article: Kotzé, T. & Mostert, P. (2021). Service-oriented high-performance work practices as predictors of retail employees’ work engagement and service climate perceptions. Services Marketing Quarterly. 10.1080/15332969.2021.1947084. The article was mistakenly published as a duplicate of DOI: 10.1080/15332969.2020.1830638. We have been informed in our decision-making by our policy on publishing ethics and integrity and the COPE guidelines on retractions. The retracted article will remain online to maintain the scholarly record, but it will be digitally watermarked on each page as “Retracted”.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"141 - 159"},"PeriodicalIF":0.0,"publicationDate":"2021-07-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2021.1947084","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45596798","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 : 2021-06-27DOI: 10.1080/15332969.2021.1948489
Ashraf M. Attia, Earl D. Honeycutt Jr., Rana A. Fakhr, Sharon K. Hodge
Abstract Sales managers acknowledge the significance of sales training in improving sales performance. This article empirically measures and utilizes trainee and trainer reaction and trainee learning feedback in a sales training service program to provide managers with guidance for more accurately assessing sales training programs and implementing needed improvements. Findings suggest that sales managers should set a priori standards for assessing trainee reaction ratings and knowledge levels for their training programs. Companies should also utilize a high-quality instructor and incorporate trainer evaluations to improve lower level assessment of sales training.
{"title":"Evaluating Sales Training Effectiveness at the Reaction and Learning Levels","authors":"Ashraf M. Attia, Earl D. Honeycutt Jr., Rana A. Fakhr, Sharon K. Hodge","doi":"10.1080/15332969.2021.1948489","DOIUrl":"https://doi.org/10.1080/15332969.2021.1948489","url":null,"abstract":"Abstract Sales managers acknowledge the significance of sales training in improving sales performance. This article empirically measures and utilizes trainee and trainer reaction and trainee learning feedback in a sales training service program to provide managers with guidance for more accurately assessing sales training programs and implementing needed improvements. Findings suggest that sales managers should set a priori standards for assessing trainee reaction ratings and knowledge levels for their training programs. Companies should also utilize a high-quality instructor and incorporate trainer evaluations to improve lower level assessment of sales training.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"124 - 139"},"PeriodicalIF":0.0,"publicationDate":"2021-06-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2021.1948489","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42597681","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 : 2021-06-24DOI: 10.1080/15332969.2021.1947085
E. Nilsson, Johannes Pers, Linn Grubbström
Abstract This study extends existing research within the area of SST by examining which factors affect consumers’ attitudes toward and satisfaction with SST in casual dining restaurants. Results are based on a survey with 169 respondents and interviews with one marketing communicator. Usability, pleasure, lack of personal service, technology readiness, support, and ease of use explained 65.2% of attitude toward SST. However, for satisfaction only four factors were significant: lack of personal service, usability, ease of use and pleasure, explaining 61.6% of satisfaction. The paper also provides useful information to managers in charge of the decision to design and implement SST.
{"title":"Self-Service Technology in Casual Dining Restaurants","authors":"E. Nilsson, Johannes Pers, Linn Grubbström","doi":"10.1080/15332969.2021.1947085","DOIUrl":"https://doi.org/10.1080/15332969.2021.1947085","url":null,"abstract":"Abstract This study extends existing research within the area of SST by examining which factors affect consumers’ attitudes toward and satisfaction with SST in casual dining restaurants. Results are based on a survey with 169 respondents and interviews with one marketing communicator. Usability, pleasure, lack of personal service, technology readiness, support, and ease of use explained 65.2% of attitude toward SST. However, for satisfaction only four factors were significant: lack of personal service, usability, ease of use and pleasure, explaining 61.6% of satisfaction. The paper also provides useful information to managers in charge of the decision to design and implement SST.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"57 - 73"},"PeriodicalIF":0.0,"publicationDate":"2021-06-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2021.1947085","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45336305","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 : 2021-04-03DOI: 10.1080/15332969.2020.1830641
Lisa M. Sciulli, C. Bebko
Abstract This research examines audience perceptions regarding service print advertisements. The impact of brand personality characteristics on service consumption intentions are explored. Positioning maps provide analytical evidence whereby identified attribute ratings reveal desired service offerings. Results are tested to determine predictive capabilities based upon consumption intentions. Amenableness and originality traits significantly influenced willingness to spend time or money consuming a service particularly with healthcare, design, and delivery services as sincere, reassuring, and socially responsible attributes demonstrated the most positive influences. Ruthlessness encouraged expending money but not time as insurance and identify theft protection services suggested a ruthless approach.
{"title":"The Influence of Service Brand Perceptions and Ideals on Consumption Intentions","authors":"Lisa M. Sciulli, C. Bebko","doi":"10.1080/15332969.2020.1830641","DOIUrl":"https://doi.org/10.1080/15332969.2020.1830641","url":null,"abstract":"Abstract This research examines audience perceptions regarding service print advertisements. The impact of brand personality characteristics on service consumption intentions are explored. Positioning maps provide analytical evidence whereby identified attribute ratings reveal desired service offerings. Results are tested to determine predictive capabilities based upon consumption intentions. Amenableness and originality traits significantly influenced willingness to spend time or money consuming a service particularly with healthcare, design, and delivery services as sincere, reassuring, and socially responsible attributes demonstrated the most positive influences. Ruthlessness encouraged expending money but not time as insurance and identify theft protection services suggested a ruthless approach.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"38 - 56"},"PeriodicalIF":0.0,"publicationDate":"2021-04-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1830641","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44120166","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 : 2021-04-03DOI: 10.1080/15332969.2021.1947087
Mohd Haniff Jedin, Indra a/p Balachandran
Abstract Marketing mix elements constitute the first consideration that an organization should formulate before achieving higher profits and a huge growth potential. However, a marketing mix requires a well-planned strategy and highly competent management staff in tackling what the target market wants. Thus, this paper explores the roles of the marketing mix and its initiative to comprehend better customer service satisfaction in an edutainment theme park industry. As a result, this study uncovers that five out of seven indicators significantly influenced customer service satisfaction in the edutainment theme park industry.
{"title":"Marketing Mix Elements and Customer Service Satisfaction: Empirical Evidence in the Malaysia Edutainment Theme Park Industry","authors":"Mohd Haniff Jedin, Indra a/p Balachandran","doi":"10.1080/15332969.2021.1947087","DOIUrl":"https://doi.org/10.1080/15332969.2021.1947087","url":null,"abstract":"Abstract Marketing mix elements constitute the first consideration that an organization should formulate before achieving higher profits and a huge growth potential. However, a marketing mix requires a well-planned strategy and highly competent management staff in tackling what the target market wants. Thus, this paper explores the roles of the marketing mix and its initiative to comprehend better customer service satisfaction in an edutainment theme park industry. As a result, this study uncovers that five out of seven indicators significantly influenced customer service satisfaction in the edutainment theme park industry.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"93 - 107"},"PeriodicalIF":0.0,"publicationDate":"2021-04-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2021.1947087","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46238283","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 : 2021-04-03DOI: 10.1080/15332969.2020.1830639
P. Randhawa, Hannah S. Lee
Abstract Relationships with colleagues and supervisor are crucial and complex, impacting the service delivery environment and various other behaviors. In this study, we examine how the relationship between workplace envy and service outcomes is impacted by workplace friendship and supervisor interactional justice. Specifically, results from a survey of 220 frontline employees show that workplace friendship can help maintain the service delivery of the frontline employees when they experience workplace envy whereas supervisor interactional justice does not reduce the effect of employee envy on their performance.
{"title":"The Roles of Workplace Friendship and Supervisory Interactional Justice in the Relationship between Workplace Envy and Service Outcomes","authors":"P. Randhawa, Hannah S. Lee","doi":"10.1080/15332969.2020.1830639","DOIUrl":"https://doi.org/10.1080/15332969.2020.1830639","url":null,"abstract":"Abstract Relationships with colleagues and supervisor are crucial and complex, impacting the service delivery environment and various other behaviors. In this study, we examine how the relationship between workplace envy and service outcomes is impacted by workplace friendship and supervisor interactional justice. Specifically, results from a survey of 220 frontline employees show that workplace friendship can help maintain the service delivery of the frontline employees when they experience workplace envy whereas supervisor interactional justice does not reduce the effect of employee envy on their performance.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"20 - 37"},"PeriodicalIF":0.0,"publicationDate":"2021-04-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1830639","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49423401","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 : 2021-04-03DOI: 10.1080/15332969.2020.1830638
Theuns G. Kotzé, P. Mostert
Abstract Using survey data collected from 781 frontline employees of a South African retailer, this study investigated the degree to which employees’ perceptions of six service-oriented high-performance work practices (HPWPs) – staffing, training, financial compensation, non-financial rewards, involvement, and empowerment – predict their work engagement and service climate perceptions. It was found that employees’ perceptions of involvement, training and staffing predicted their service climate perceptions, while only training was a statistically significant predictor of employees’ work engagement. The study contributes to the limited research on the relationship between individual service-oriented HPWPs and these two crucial employee outcomes.
{"title":"Service-Oriented High-Performance Work Practices as Predictors of Retail Employees’ Work Engagement and Service Climate Perceptions","authors":"Theuns G. Kotzé, P. Mostert","doi":"10.1080/15332969.2020.1830638","DOIUrl":"https://doi.org/10.1080/15332969.2020.1830638","url":null,"abstract":"Abstract Using survey data collected from 781 frontline employees of a South African retailer, this study investigated the degree to which employees’ perceptions of six service-oriented high-performance work practices (HPWPs) – staffing, training, financial compensation, non-financial rewards, involvement, and empowerment – predict their work engagement and service climate perceptions. It was found that employees’ perceptions of involvement, training and staffing predicted their service climate perceptions, while only training was a statistically significant predictor of employees’ work engagement. The study contributes to the limited research on the relationship between individual service-oriented HPWPs and these two crucial employee outcomes.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"1 - 19"},"PeriodicalIF":0.0,"publicationDate":"2021-04-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1830638","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47697368","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 : 2021-04-03DOI: 10.1080/15332969.2021.1947086
Rozbeh Madadi, Ivonne M. Torres, M. Zúñiga
Abstract This study proposes a model that explores the mediating effects of brand trust and brand love on the brand equity dimensions (i.e., perceived quality, brand awareness, brand association, and brand loyalty). Additionally, this study also examines the effect of product involvement (i.e., high vs. low) on brand love and brand trust relationship through a moderation analysis. As recommended in variance-based SEM, a two-step approach was used to test our model. The first step tested the quality of the construct measurement. The second step investigated the empirical estimates for the relationships between the constructs. The results revealed that only brand association positively influenced brand love, but no other dimensions of brand equity had an effect. We also explored the partially significant relationship between brand trust and brand love, which together, exhibited a strong and positive relationship with brand loyalty. Additionally, the data revealed a non-significant relationship between brand loyalty and brand association as well as with perceived quality. Finally, our results revealed that brand awareness enhanced perceived quality and brand associations.
{"title":"Hierarchical Relationships among Brand Equity Dimensions: The Mediating Effects of Brand Trust and Brand Love","authors":"Rozbeh Madadi, Ivonne M. Torres, M. Zúñiga","doi":"10.1080/15332969.2021.1947086","DOIUrl":"https://doi.org/10.1080/15332969.2021.1947086","url":null,"abstract":"Abstract This study proposes a model that explores the mediating effects of brand trust and brand love on the brand equity dimensions (i.e., perceived quality, brand awareness, brand association, and brand loyalty). Additionally, this study also examines the effect of product involvement (i.e., high vs. low) on brand love and brand trust relationship through a moderation analysis. As recommended in variance-based SEM, a two-step approach was used to test our model. The first step tested the quality of the construct measurement. The second step investigated the empirical estimates for the relationships between the constructs. The results revealed that only brand association positively influenced brand love, but no other dimensions of brand equity had an effect. We also explored the partially significant relationship between brand trust and brand love, which together, exhibited a strong and positive relationship with brand loyalty. Additionally, the data revealed a non-significant relationship between brand loyalty and brand association as well as with perceived quality. Finally, our results revealed that brand awareness enhanced perceived quality and brand associations.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"74 - 92"},"PeriodicalIF":0.0,"publicationDate":"2021-04-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2021.1947086","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45637118","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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