Pub Date : 2022-11-30DOI: 10.1108/jstp-06-2022-0127
Yi Li, Chongli Wang, Bo Song
PurposeThis paper investigates the reasons for the differences in customers' acceptance of service robots (CASR) in actual experience and credence service settings for the following two aspects: (1) different antecedents affecting CASR and (2) different customer perceptions of their own characteristics (role clarity and ability) and service robot characteristics (anthropomorphism and ability).Design/methodology/approachThe data were collected using online surveys in an experience service setting (Hotel, N = 426) and a credence service setting (Hospital, N = 406). Differences in experience and credence service settings were examined using two statistical methods, namely, PLS-SEM to test the differences in antecedents affecting CASR and independent-samples t-tests to test the differences in customer perceptions of their own characteristics and service robot characteristics.FindingsThe results indicate that customers in an experience (vs credence) service setting have stronger positive attitudes toward and a greater intention to use service robots. Further, this paper finds there are two key reasons for the differences in CASR. The first is different antecedents. Perceived usefulness is positively influenced by the anthropomorphism of a service robot and customer ability in the experience service setting, but is influenced not in the credence service setting. Conversely, service robot autonomy positively relates to perceived ease of use in the credence service setting, but does not in the experience service setting. The second reason for CASR differences is different customer perceptions. Customers' ability and perceived ease of use are higher, while their perception of anthropomorphism of the service robot is lower in the experience (vs credence) service setting.Originality/valueThis study helps explain why there are differences in the CASR in different settings and presents two perspectives: (1) antecedents' affecting CASR and (2) customer perceptions of their own as well as service robot characteristics.
{"title":"Customer acceptance of service robots under different service settings","authors":"Yi Li, Chongli Wang, Bo Song","doi":"10.1108/jstp-06-2022-0127","DOIUrl":"https://doi.org/10.1108/jstp-06-2022-0127","url":null,"abstract":"PurposeThis paper investigates the reasons for the differences in customers' acceptance of service robots (CASR) in actual experience and credence service settings for the following two aspects: (1) different antecedents affecting CASR and (2) different customer perceptions of their own characteristics (role clarity and ability) and service robot characteristics (anthropomorphism and ability).Design/methodology/approachThe data were collected using online surveys in an experience service setting (Hotel, N = 426) and a credence service setting (Hospital, N = 406). Differences in experience and credence service settings were examined using two statistical methods, namely, PLS-SEM to test the differences in antecedents affecting CASR and independent-samples t-tests to test the differences in customer perceptions of their own characteristics and service robot characteristics.FindingsThe results indicate that customers in an experience (vs credence) service setting have stronger positive attitudes toward and a greater intention to use service robots. Further, this paper finds there are two key reasons for the differences in CASR. The first is different antecedents. Perceived usefulness is positively influenced by the anthropomorphism of a service robot and customer ability in the experience service setting, but is influenced not in the credence service setting. Conversely, service robot autonomy positively relates to perceived ease of use in the credence service setting, but does not in the experience service setting. The second reason for CASR differences is different customer perceptions. Customers' ability and perceived ease of use are higher, while their perception of anthropomorphism of the service robot is lower in the experience (vs credence) service setting.Originality/valueThis study helps explain why there are differences in the CASR in different settings and presents two perspectives: (1) antecedents' affecting CASR and (2) customer perceptions of their own as well as service robot characteristics.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-11-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42691003","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-11-29DOI: 10.1108/jstp-04-2022-0095
Jorge Alberto Marino-Romero, P. Palos-Sánchez, F. Velicia-Martín
PurposeThe aim of this research is to analyze the success of digital transformation (DT) in the management and performance of organizations. To do so, the role of IT and its ability to integrate in organizations that provide professional services with high added value for their clients are investigated. These services require highly developed skills as they solve complex problems for the clients and this means that success depends on gathering knowledge from different sources (customers, public administrations and competitors). This study analyses the decisive and complementary role of IT in this process.Design/methodology/approachThe analysis combines quantitative and qualitative methods. After questioning managers of Spanish KIBS companies about certain components of DT, the gathered data are subsequently processed with PLS-SEM to establish causal relationships.FindingsThe results show that digital capability is the determinant of DT. It has a positive effect on the digital resources integrated in KIBS companies and on their organizational performances.Research limitations/implicationsFuture research should continue to analyze other components of TD that drive the organizational performance of KIBS firms, such as technological culture or government policies that encourage digital transactions. The present study analyzes data from companies that are part of a single economic sector in Spain which may limit the conclusions drawn. It would be particularly useful to confirm the applicability of the results in companies operating in different markets to explore the direct relationship between digital capability and organizational performance.Practical implicationsThis research has implications for managers of KIBS companies, as it shows the high potential of the ability of IT to implement and manage a TD process. Managers can benefit from IT management practices using the appropriate tools (ERP, CRM and management software) to gain more knowledge of customer behavior with the possibility of easily codifying and analyzing the data, which significantly influences innovation activities. The objective is to develop a strong internal capability to absorb knowledge from day-to-day interactions with customers by using IT effectively. This process leads to an improvement in the organizational performance of KIBS companies, as they become more effective in decision making with improved internal communication, generate greater employee satisfaction and reach new customers. Following strategies aimed at the implementation and use of the technological resources studied creates more agile firms and helps to close the production gap between SMEs and large companies.Social implicationsThe results obtained can help create sustainable businesses through cloud-based technology tools. It can provide insights for policy makers to implement economic policies that help SMEs to become more competitive and sustainable.Originality/valueThe development of digital technologie
{"title":"Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities","authors":"Jorge Alberto Marino-Romero, P. Palos-Sánchez, F. Velicia-Martín","doi":"10.1108/jstp-04-2022-0095","DOIUrl":"https://doi.org/10.1108/jstp-04-2022-0095","url":null,"abstract":"PurposeThe aim of this research is to analyze the success of digital transformation (DT) in the management and performance of organizations. To do so, the role of IT and its ability to integrate in organizations that provide professional services with high added value for their clients are investigated. These services require highly developed skills as they solve complex problems for the clients and this means that success depends on gathering knowledge from different sources (customers, public administrations and competitors). This study analyses the decisive and complementary role of IT in this process.Design/methodology/approachThe analysis combines quantitative and qualitative methods. After questioning managers of Spanish KIBS companies about certain components of DT, the gathered data are subsequently processed with PLS-SEM to establish causal relationships.FindingsThe results show that digital capability is the determinant of DT. It has a positive effect on the digital resources integrated in KIBS companies and on their organizational performances.Research limitations/implicationsFuture research should continue to analyze other components of TD that drive the organizational performance of KIBS firms, such as technological culture or government policies that encourage digital transactions. The present study analyzes data from companies that are part of a single economic sector in Spain which may limit the conclusions drawn. It would be particularly useful to confirm the applicability of the results in companies operating in different markets to explore the direct relationship between digital capability and organizational performance.Practical implicationsThis research has implications for managers of KIBS companies, as it shows the high potential of the ability of IT to implement and manage a TD process. Managers can benefit from IT management practices using the appropriate tools (ERP, CRM and management software) to gain more knowledge of customer behavior with the possibility of easily codifying and analyzing the data, which significantly influences innovation activities. The objective is to develop a strong internal capability to absorb knowledge from day-to-day interactions with customers by using IT effectively. This process leads to an improvement in the organizational performance of KIBS companies, as they become more effective in decision making with improved internal communication, generate greater employee satisfaction and reach new customers. Following strategies aimed at the implementation and use of the technological resources studied creates more agile firms and helps to close the production gap between SMEs and large companies.Social implicationsThe results obtained can help create sustainable businesses through cloud-based technology tools. It can provide insights for policy makers to implement economic policies that help SMEs to become more competitive and sustainable.Originality/valueThe development of digital technologie","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-11-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45310364","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-11-14DOI: 10.1108/jstp-01-2022-0018
M. Kim, Jichul Jang
PurposeDrawing on social penetration theory (SPT) and social exchange theory, this study examines whether and why customer empathy for frontline employees (FLEs) and employee self-disclosure influence customer citizenship behavior (CCB).Design/methodology/approachThis study’s hypotheses were tested using two studies (study 1 had an experimental design, and study 2 had a survey design) with restaurant customers.FindingsThe results indicate that when customers have a higher level of customer empathy for FLE, the likelihood that customers will exhibit CCB increases. Employee self-disclosure provides a greater advantage in fostering CCB. A mediating effect of rapport in the relationship between customer empathy for FLE, employee self-disclosure and CCB is also found, while no interaction effect of customer empathy for FLE and employee self-disclosure on CCB is supported.Originality/valueMaintaining a focus on the interpersonal nature of interactions between customers and employees in co-creating values, this research advances the CCB literature by newly identifying customer empathy for FLEs and employee self-disclosure as predictors of CCB that have not yet been tapped. The underlying mechanism via rapport is also explained using the value co-creation perspective.
{"title":"I know you, you know me: the effects of customer empathy and employee self-disclosure on customer citizenship behavior","authors":"M. Kim, Jichul Jang","doi":"10.1108/jstp-01-2022-0018","DOIUrl":"https://doi.org/10.1108/jstp-01-2022-0018","url":null,"abstract":"PurposeDrawing on social penetration theory (SPT) and social exchange theory, this study examines whether and why customer empathy for frontline employees (FLEs) and employee self-disclosure influence customer citizenship behavior (CCB).Design/methodology/approachThis study’s hypotheses were tested using two studies (study 1 had an experimental design, and study 2 had a survey design) with restaurant customers.FindingsThe results indicate that when customers have a higher level of customer empathy for FLE, the likelihood that customers will exhibit CCB increases. Employee self-disclosure provides a greater advantage in fostering CCB. A mediating effect of rapport in the relationship between customer empathy for FLE, employee self-disclosure and CCB is also found, while no interaction effect of customer empathy for FLE and employee self-disclosure on CCB is supported.Originality/valueMaintaining a focus on the interpersonal nature of interactions between customers and employees in co-creating values, this research advances the CCB literature by newly identifying customer empathy for FLEs and employee self-disclosure as predictors of CCB that have not yet been tapped. The underlying mechanism via rapport is also explained using the value co-creation perspective.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47089098","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-11-04DOI: 10.1108/jstp-01-2022-0022
Fang Qin, Wei Le, Min Zhang, Yujia Deng
PurposeThe boom in livestreaming commerce (LSC) has brought significant changes to social interaction methods. Understanding customer engagement in LSC is critical for online sellers who try to enhance the social influence and improve marketing effectiveness of LSC. Based on the stimulus–organism–response (S–O–R) paradigm, this study aims to develop a model to investigate the effects of perceived attributes of LSC (real-time interaction, perceived proximity and perceived authenticity) on social support (informational and emotional support) and subsequent engagement.Design/methodology/approachAn online survey is conducted to collect data from LSC customers, and data are analyzed using SPSS and SmartPLS.FindingsThe results indicate that informational and emotional support are positively affected by real-time interaction, perceived proximity and perceived authenticity. In turn, informational and emotional support enable and mediate the prediction of customer engagement intention in LSC.Originality/valuePrior LSC studies tend to focus on the motivation influencing LSC engagement from the perspective of perceived value. This study confirms the importance of perceived attributes of LSC in driving customer engagement from the perspective of social support.
{"title":"How perceived attributes of livestreaming commerce influence customer engagement: a social support perspective","authors":"Fang Qin, Wei Le, Min Zhang, Yujia Deng","doi":"10.1108/jstp-01-2022-0022","DOIUrl":"https://doi.org/10.1108/jstp-01-2022-0022","url":null,"abstract":"PurposeThe boom in livestreaming commerce (LSC) has brought significant changes to social interaction methods. Understanding customer engagement in LSC is critical for online sellers who try to enhance the social influence and improve marketing effectiveness of LSC. Based on the stimulus–organism–response (S–O–R) paradigm, this study aims to develop a model to investigate the effects of perceived attributes of LSC (real-time interaction, perceived proximity and perceived authenticity) on social support (informational and emotional support) and subsequent engagement.Design/methodology/approachAn online survey is conducted to collect data from LSC customers, and data are analyzed using SPSS and SmartPLS.FindingsThe results indicate that informational and emotional support are positively affected by real-time interaction, perceived proximity and perceived authenticity. In turn, informational and emotional support enable and mediate the prediction of customer engagement intention in LSC.Originality/valuePrior LSC studies tend to focus on the motivation influencing LSC engagement from the perspective of perceived value. This study confirms the importance of perceived attributes of LSC in driving customer engagement from the perspective of social support.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-11-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48761613","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-10-25DOI: 10.1108/jstp-03-2022-0075
Sangchul Park, Hyun-Woo Lee, Calvin Nite
PurposeFitness service organizations often promote the personal training service by attributing competent features, qualifications, or/and service provision of fitness service providers to efforts or talents. This study aims to investigate whether and when the promotional attribution of fitness service providers' competent features, qualifications, or/and service provision contributes to customers' compliance with service instructions.Design/methodology/approachThe authors developed the experimental stimuli of performance attribution promotion (i.e. effort attribution and talent attribution) and validated them via a pretest (N = 400). Utilizing the validated stimuli, the authors conducted an experiment (N = 400) employing a single-factor (performance attribution promotion: effort vs talent) between-subject design. The authors performed partial least squares structural modeling (PLS-SEM) to test our hypotheses.FindingsThe results revealed the interaction effect of performance attribution promotion and customers' implicit mindset on customer participation expectation. Specifically, when customers were high in implicit mindset (i.e. incremental-minded), attributing competent features, qualifications, or/and service provision of fitness service providers to effort (vs talent) increased customer participation expectation. Yet, when customers were low in implicit mindset (i.e. entity-minded), such an effect did not occur. Further, the authors identified customers' intention to comply with service instructions as a downstream consequence of the aforementioned interaction effect.Originality/valueThe contribution of this paper is twofold. It enriches the performance attribution literature by finding its new consequences and boundary condition. Moreover, the findings aid fitness service practitioners in developing strategies for eliciting customers' compliance with service instruction through performance attribution promotion.
{"title":"When does highlighting effort or talent in fitness service providers' performance lead to customer compliance? The role of customers' implicit mindset","authors":"Sangchul Park, Hyun-Woo Lee, Calvin Nite","doi":"10.1108/jstp-03-2022-0075","DOIUrl":"https://doi.org/10.1108/jstp-03-2022-0075","url":null,"abstract":"PurposeFitness service organizations often promote the personal training service by attributing competent features, qualifications, or/and service provision of fitness service providers to efforts or talents. This study aims to investigate whether and when the promotional attribution of fitness service providers' competent features, qualifications, or/and service provision contributes to customers' compliance with service instructions.Design/methodology/approachThe authors developed the experimental stimuli of performance attribution promotion (i.e. effort attribution and talent attribution) and validated them via a pretest (N = 400). Utilizing the validated stimuli, the authors conducted an experiment (N = 400) employing a single-factor (performance attribution promotion: effort vs talent) between-subject design. The authors performed partial least squares structural modeling (PLS-SEM) to test our hypotheses.FindingsThe results revealed the interaction effect of performance attribution promotion and customers' implicit mindset on customer participation expectation. Specifically, when customers were high in implicit mindset (i.e. incremental-minded), attributing competent features, qualifications, or/and service provision of fitness service providers to effort (vs talent) increased customer participation expectation. Yet, when customers were low in implicit mindset (i.e. entity-minded), such an effect did not occur. Further, the authors identified customers' intention to comply with service instructions as a downstream consequence of the aforementioned interaction effect.Originality/valueThe contribution of this paper is twofold. It enriches the performance attribution literature by finding its new consequences and boundary condition. Moreover, the findings aid fitness service practitioners in developing strategies for eliciting customers' compliance with service instruction through performance attribution promotion.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45053151","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-10-21DOI: 10.1108/jstp-01-2022-0008
Elham Anasori, Kemal Gurkan Kucukergin, Mohammad Soliman, Fadime Tulucu, L. Altınay
PurposeThis paper aims to examine the relationships among work–family conflict (WFC), cognitive regulation, psychological resilience (PR), psychological distress (PD), emotional exhaustion (EE) and subjective well-being (SWB) in a very complex model based on job demands–resources. Also, mediator roles of PD, PR and EE are analyzed.Design/methodology/approachData for the study were collected from 158 full-time nurses working in two hospitals in North Cyprus. Partial Least Squares-Structural Equation Modelling (PLS-SEM) was used to test the model.FindingsThe authors’ findings reveal that cognitive emotion regulation reduces employees' WFC. WFC also has a negative effect on employees' SWB directly and through the mediating role of EE. However, the role of PR in the relationship between cognitive emotion regulation and PD was not significant.Originality/valueThe study adds the original views for hospitals and service providers to recognize the factors which exert detrimental effects on employees' mental health and also the factors which help them to tackle the harsh situation specifically in the time of crisis. Theoretical and practical implications are provided in the study.
{"title":"How can the subjective well-being of nurses be predicted? Understanding the mediating effect of psychological distress, psychological resilience and emotional exhaustion","authors":"Elham Anasori, Kemal Gurkan Kucukergin, Mohammad Soliman, Fadime Tulucu, L. Altınay","doi":"10.1108/jstp-01-2022-0008","DOIUrl":"https://doi.org/10.1108/jstp-01-2022-0008","url":null,"abstract":"PurposeThis paper aims to examine the relationships among work–family conflict (WFC), cognitive regulation, psychological resilience (PR), psychological distress (PD), emotional exhaustion (EE) and subjective well-being (SWB) in a very complex model based on job demands–resources. Also, mediator roles of PD, PR and EE are analyzed.Design/methodology/approachData for the study were collected from 158 full-time nurses working in two hospitals in North Cyprus. Partial Least Squares-Structural Equation Modelling (PLS-SEM) was used to test the model.FindingsThe authors’ findings reveal that cognitive emotion regulation reduces employees' WFC. WFC also has a negative effect on employees' SWB directly and through the mediating role of EE. However, the role of PR in the relationship between cognitive emotion regulation and PD was not significant.Originality/valueThe study adds the original views for hospitals and service providers to recognize the factors which exert detrimental effects on employees' mental health and also the factors which help them to tackle the harsh situation specifically in the time of crisis. Theoretical and practical implications are provided in the study.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-10-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44630644","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-10-20DOI: 10.1108/jstp-10-2021-0202
A. Mishra, T. Anning-Dorson
PurposeThis work proposes that a multi-national service company (MNSC) needs to develop dynamic customer-oriented relational capabilities (DCRC), constituting dynamic service customization (DySC), dynamic customer integration (DyCI) and dynamic timeliness of service delivery (DyTSD) capabilities, to gain competitive advantage and performance in its internationalization efforts.Design/methodology/approachFor empirical validation of the framework, developed through qualitative interviews, this study includes multi-cross-sectional data from twelve countries, four each in the category of underdeveloped (Africa), developing (Asia) and developed economies (Europe). Covariance-based structural equation modelling is used to test the hypotheses.FindingsThe study supports that DySC, DyCI and DyTSD capabilities have a significant positive influence on firm competitive advantage and performance across economies. The levels of competition intensity and regulatory restrictions, an outcome of the type of economy, have negative intervening effects, with varying intensities across economies.Practical implicationsThis work guides the internationalization service managers to leverage DCRC across national borders keeping the state of the economy into consideration.Originality/valueThis work proposes a model of DCRC, based on the Intangibility, Heterogeneity, Inseparability and Perishability (IHIP) service framework, that enables firms to derive competitive advantage and performance across economies with varying environmental conditions.
{"title":"Dynamic customer-oriented relational capabilities: how do they impact internationalizing firm performance?","authors":"A. Mishra, T. Anning-Dorson","doi":"10.1108/jstp-10-2021-0202","DOIUrl":"https://doi.org/10.1108/jstp-10-2021-0202","url":null,"abstract":"PurposeThis work proposes that a multi-national service company (MNSC) needs to develop dynamic customer-oriented relational capabilities (DCRC), constituting dynamic service customization (DySC), dynamic customer integration (DyCI) and dynamic timeliness of service delivery (DyTSD) capabilities, to gain competitive advantage and performance in its internationalization efforts.Design/methodology/approachFor empirical validation of the framework, developed through qualitative interviews, this study includes multi-cross-sectional data from twelve countries, four each in the category of underdeveloped (Africa), developing (Asia) and developed economies (Europe). Covariance-based structural equation modelling is used to test the hypotheses.FindingsThe study supports that DySC, DyCI and DyTSD capabilities have a significant positive influence on firm competitive advantage and performance across economies. The levels of competition intensity and regulatory restrictions, an outcome of the type of economy, have negative intervening effects, with varying intensities across economies.Practical implicationsThis work guides the internationalization service managers to leverage DCRC across national borders keeping the state of the economy into consideration.Originality/valueThis work proposes a model of DCRC, based on the Intangibility, Heterogeneity, Inseparability and Perishability (IHIP) service framework, that enables firms to derive competitive advantage and performance across economies with varying environmental conditions.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-10-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48846393","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-10-19DOI: 10.1108/jstp-01-2022-0019
M. Adil, Mohd Sadiq, Charles Jebarajakirthy, Haroon Iqbal Maseeh, Deepak Sangroya, Kumkum Bharti
PurposeThe purpose of this study is to present a systematic review of the online service failure (OSF) literature and conduct an exhaustive analysis of academic research on this emerging research area.Design/methodology/approachThe current study has adopted a structured systematic literature review approach to synthesize and assess the OSF literature. Further, the study uses the Theory-Context-Characteristics-Methodology (TCCM) framework to propose future research directions in the OSF domain.FindingsThis systematic review shows that OSF research is still developing and remains mainly incoherent. Further, the study develops a conceptual framework integrating the frequently reported antecedents, mediators, moderator and consequences in the extant literature. This review also synthesizes the theoretical perspectives adopted for this domain.Research limitations/implicationsThe study followed specific inclusion and exclusion criteria to shortlist articles. Further, articles published only in the English language were considered. Hence, the findings of this review cannot be generalized to all OSF literature.Practical implicationsThis systematic review has classified antecedents into customers' and service providers' roles which will enable online service providers to understand all sets of factors driving OSF. It also synthesizes and presents service recovery strategies and emphasizes the role of online customer support to fix OSF.Originality/valueThe OSF literature is still developing and remains highly incoherent, suggesting that a synthesized review is needed. This study has systematically reviewed and synthesized the OSF literature to study its development over time and proposes a framework which provides a comprehensive understanding of OSF.
{"title":"Online service failure: antecedents, moderators and consequences","authors":"M. Adil, Mohd Sadiq, Charles Jebarajakirthy, Haroon Iqbal Maseeh, Deepak Sangroya, Kumkum Bharti","doi":"10.1108/jstp-01-2022-0019","DOIUrl":"https://doi.org/10.1108/jstp-01-2022-0019","url":null,"abstract":"PurposeThe purpose of this study is to present a systematic review of the online service failure (OSF) literature and conduct an exhaustive analysis of academic research on this emerging research area.Design/methodology/approachThe current study has adopted a structured systematic literature review approach to synthesize and assess the OSF literature. Further, the study uses the Theory-Context-Characteristics-Methodology (TCCM) framework to propose future research directions in the OSF domain.FindingsThis systematic review shows that OSF research is still developing and remains mainly incoherent. Further, the study develops a conceptual framework integrating the frequently reported antecedents, mediators, moderator and consequences in the extant literature. This review also synthesizes the theoretical perspectives adopted for this domain.Research limitations/implicationsThe study followed specific inclusion and exclusion criteria to shortlist articles. Further, articles published only in the English language were considered. Hence, the findings of this review cannot be generalized to all OSF literature.Practical implicationsThis systematic review has classified antecedents into customers' and service providers' roles which will enable online service providers to understand all sets of factors driving OSF. It also synthesizes and presents service recovery strategies and emphasizes the role of online customer support to fix OSF.Originality/valueThe OSF literature is still developing and remains highly incoherent, suggesting that a synthesized review is needed. This study has systematically reviewed and synthesized the OSF literature to study its development over time and proposes a framework which provides a comprehensive understanding of OSF.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48354549","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-09-19DOI: 10.1108/jstp-03-2022-0060
P. Curșeu, ANDREEA-GEORGIANA Gheorghe, M. Bria, I. Negrea
PurposeThe authors present a fist attempt to test the mediating role of humor in the relation between unruly passenger behavior and occupational stress in cabin crews.Design/methodology/approachThis study used an experience sampling design to investigate the relationship between a frequent job hassle in air service provision, namely unruly passenger behavior (UPB), and the stress experienced by flight attendants.FindingsThe results of multilevel analyses show that UPB is positively related to the use of aggressive humor and negatively related to the use of affiliative humor in cabin crews. Moreover, humor mediates the relationship between unruly passenger behavior and stress. In addition the results show that general self-efficacy as a personal resource buffers the association between passenger misconduct and the use of aggressive humor.Originality/valueThis study is among the first empirical attempts to explore the role of humor as a mediator between uncivil customer behavior and stress in air service employee.
{"title":"Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct","authors":"P. Curșeu, ANDREEA-GEORGIANA Gheorghe, M. Bria, I. Negrea","doi":"10.1108/jstp-03-2022-0060","DOIUrl":"https://doi.org/10.1108/jstp-03-2022-0060","url":null,"abstract":"PurposeThe authors present a fist attempt to test the mediating role of humor in the relation between unruly passenger behavior and occupational stress in cabin crews.Design/methodology/approachThis study used an experience sampling design to investigate the relationship between a frequent job hassle in air service provision, namely unruly passenger behavior (UPB), and the stress experienced by flight attendants.FindingsThe results of multilevel analyses show that UPB is positively related to the use of aggressive humor and negatively related to the use of affiliative humor in cabin crews. Moreover, humor mediates the relationship between unruly passenger behavior and stress. In addition the results show that general self-efficacy as a personal resource buffers the association between passenger misconduct and the use of aggressive humor.Originality/valueThis study is among the first empirical attempts to explore the role of humor as a mediator between uncivil customer behavior and stress in air service employee.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47851174","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-09-01DOI: 10.1108/jstp-02-2022-0042
H. Yen, P. J. Hu, Yi-Chun Liao, Jiun-Yu Wu
PurposeAmbidextrous frontline service employees (FSEs), capable of delivering quality services and carrying out sales responsibilities too, are crucial to service firms. This study seeks to extend ambidexterity research by examining how a manager's goal orientation could influence FSEs' ambidextrous conversion. The authors draw on achievement goal theory and conceptualize a link between a manager's achievement goal orientation and employees' service–sales ambidexterity (SSA). The authors then apply conservation of resources theory to complement this high-level conceptualization, hypothesize mediating roles of important resources that can facilitate employees' SSA, and the authors test them empirically.Design/methodology/approachThis study adopts a questionnaire survey design. The empirical test relies on multilevel path analyses of dyadic data from 341 FSEs and 39 managers of a major logistics service company in Taiwan.FindingsManagers with a prominent learning goal orientation can facilitate and foster FSEs' SSA through developmental inducements and change-related self-efficacy, two important resources for their ambidextrous conversion. Managers with a strong performance-avoid goal orientation instead might hinder employees' SSA conversion, due to a negative impact on developmental inducements. Furthermore, SSA enhances FSEs' service delivery value and sales performance.Originality/valueBy analyzing and empirically testing the influence pathways of essential resources perceived by FSEs, which channel the effects of a manager's goal orientation to employees' SSA conversion, this study offers insights about how managers can support and foster FSEs' service–sales ambidextrous conversion.
{"title":"Effects of the manager's goal orientation on frontline service employees' service–sales ambidexterity conversion","authors":"H. Yen, P. J. Hu, Yi-Chun Liao, Jiun-Yu Wu","doi":"10.1108/jstp-02-2022-0042","DOIUrl":"https://doi.org/10.1108/jstp-02-2022-0042","url":null,"abstract":"PurposeAmbidextrous frontline service employees (FSEs), capable of delivering quality services and carrying out sales responsibilities too, are crucial to service firms. This study seeks to extend ambidexterity research by examining how a manager's goal orientation could influence FSEs' ambidextrous conversion. The authors draw on achievement goal theory and conceptualize a link between a manager's achievement goal orientation and employees' service–sales ambidexterity (SSA). The authors then apply conservation of resources theory to complement this high-level conceptualization, hypothesize mediating roles of important resources that can facilitate employees' SSA, and the authors test them empirically.Design/methodology/approachThis study adopts a questionnaire survey design. The empirical test relies on multilevel path analyses of dyadic data from 341 FSEs and 39 managers of a major logistics service company in Taiwan.FindingsManagers with a prominent learning goal orientation can facilitate and foster FSEs' SSA through developmental inducements and change-related self-efficacy, two important resources for their ambidextrous conversion. Managers with a strong performance-avoid goal orientation instead might hinder employees' SSA conversion, due to a negative impact on developmental inducements. Furthermore, SSA enhances FSEs' service delivery value and sales performance.Originality/valueBy analyzing and empirically testing the influence pathways of essential resources perceived by FSEs, which channel the effects of a manager's goal orientation to employees' SSA conversion, this study offers insights about how managers can support and foster FSEs' service–sales ambidextrous conversion.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48060400","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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