Pub Date : 2022-08-23DOI: 10.1108/jstp-09-2021-0193
J. Karlsson, Per Skålén
PurposeThis paper explores how actors engage in the situated learning of resource integration (RI) within value cocreation practices (VCPs). VCPs are collectively shared and organized routine activities that actors perform to cocreate value.Design/methodology/approachThis paper draws on a qualitative study of how successful music actors engage in VCPs and learn RI. Interviews and observations were used to collect data that were analyzed by drawing on the Gioia methodology.FindingsThe findings illuminate the types of VCPs actors engage in to learn RI, the ways in which actors learn RI by engaging in VCPs, and how social contexts condition actors' learning of RI.Research limitations/implicationsThis paper offers a framework for understanding actors' situated learning of RI by engaging in VCPs. It illuminates the VCPs that actors engage in to learn RI, how actors advance from peripheral to core participation through their learning, the ways in which actors learn RI by engaging in VCPs, and how social contexts condition actors' situated learning of RI. Implications for the scarce prior research on how actors learn RI are presented.Practical implicationsTo contribute to innovative solutions and sustainable growth, managers and policymakers need to offer actors opportunities to learn and make space for actors with competencies that may be important and needed in future VCPs.Originality/valueIn focusing on how actors learn RI by engaging in VCPs, this study draws on theories of communities of practices and situated learning, as well as practice theoretical service research.
{"title":"Learning resource integration by engaging in value cocreation practices: a study of music actors","authors":"J. Karlsson, Per Skålén","doi":"10.1108/jstp-09-2021-0193","DOIUrl":"https://doi.org/10.1108/jstp-09-2021-0193","url":null,"abstract":"PurposeThis paper explores how actors engage in the situated learning of resource integration (RI) within value cocreation practices (VCPs). VCPs are collectively shared and organized routine activities that actors perform to cocreate value.Design/methodology/approachThis paper draws on a qualitative study of how successful music actors engage in VCPs and learn RI. Interviews and observations were used to collect data that were analyzed by drawing on the Gioia methodology.FindingsThe findings illuminate the types of VCPs actors engage in to learn RI, the ways in which actors learn RI by engaging in VCPs, and how social contexts condition actors' learning of RI.Research limitations/implicationsThis paper offers a framework for understanding actors' situated learning of RI by engaging in VCPs. It illuminates the VCPs that actors engage in to learn RI, how actors advance from peripheral to core participation through their learning, the ways in which actors learn RI by engaging in VCPs, and how social contexts condition actors' situated learning of RI. Implications for the scarce prior research on how actors learn RI are presented.Practical implicationsTo contribute to innovative solutions and sustainable growth, managers and policymakers need to offer actors opportunities to learn and make space for actors with competencies that may be important and needed in future VCPs.Originality/valueIn focusing on how actors learn RI by engaging in VCPs, this study draws on theories of communities of practices and situated learning, as well as practice theoretical service research.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-08-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48206324","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 : 2022-08-11DOI: 10.1108/jstp-08-2021-0174
Maricela Salgado, María Valeria De Castro Martínez, Esperanza Marcos Martínez, M. López-Sanz, M. Martín-Peña
PurposeThe purpose of the paper is to present a service design (SD)-based methodology developed to help small and medium enterprises (SMEs) undertake organisational change.Design/methodology/approachThis research used the design science research methodology, which enabled the creation of the Service Design for Organisational Change (SD4OCh) methodology. A real case study of a small service company specialised in neuropsychological disorders was used for the definition and validation of SD4OCh.FindingsThe main outcome of this study is the SD4OCh methodology, which is based on three key stages: diagnosis (knowing where to begin by detecting the organisation's strengths and weaknesses), innovation (improving the structure/processes and designing/redesigning services by employing a customer-centric approach), and implementation (enabling the definition of the route towards organisational change). There is also a transversal evaluation stage, which quantifies the organisational changes.Research limitations/implicationsThis study adds valuable knowledge to the service science research field and contributes to the awareness of the usefulness of SD theory within companies, especially those which are small and medium-sized, since those companies lack the tools and methods required to tackle organisational change, signifying that the challenges the companies confront are different to those of larger companies.Originality/valueAlthough this is a SD-based research, the SD4OCh methodology was developed in order to enable companies to make holistic changes, namely, to innovate their services, structure, and processes, thus supporting and guiding organisational change.
{"title":"Driving organisational change in SMEs using service design","authors":"Maricela Salgado, María Valeria De Castro Martínez, Esperanza Marcos Martínez, M. López-Sanz, M. Martín-Peña","doi":"10.1108/jstp-08-2021-0174","DOIUrl":"https://doi.org/10.1108/jstp-08-2021-0174","url":null,"abstract":"PurposeThe purpose of the paper is to present a service design (SD)-based methodology developed to help small and medium enterprises (SMEs) undertake organisational change.Design/methodology/approachThis research used the design science research methodology, which enabled the creation of the Service Design for Organisational Change (SD4OCh) methodology. A real case study of a small service company specialised in neuropsychological disorders was used for the definition and validation of SD4OCh.FindingsThe main outcome of this study is the SD4OCh methodology, which is based on three key stages: diagnosis (knowing where to begin by detecting the organisation's strengths and weaknesses), innovation (improving the structure/processes and designing/redesigning services by employing a customer-centric approach), and implementation (enabling the definition of the route towards organisational change). There is also a transversal evaluation stage, which quantifies the organisational changes.Research limitations/implicationsThis study adds valuable knowledge to the service science research field and contributes to the awareness of the usefulness of SD theory within companies, especially those which are small and medium-sized, since those companies lack the tools and methods required to tackle organisational change, signifying that the challenges the companies confront are different to those of larger companies.Originality/valueAlthough this is a SD-based research, the SD4OCh methodology was developed in order to enable companies to make holistic changes, namely, to innovate their services, structure, and processes, thus supporting and guiding organisational change.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43017454","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 : 2022-08-09DOI: 10.1108/jstp-02-2022-0033
S. Yap, M. Phillips, Euejung Hwang, Yingzi Xu
PurposeHealthcare service is a process that comprises a series of touchpoints underlying the key facets of service delivery, collectively shaping the users' (i.e. patients, hospital staff, and visitors) experiences. Departing from most sensory studies dedicated to understanding the retail environment and hedonic service, this study focuses on how sensory knowledge can contribute to understanding the sensory-based experiences of hospital users and their interactions with healthcare services at multiple touchpoints.Design/methodology/approachThis study employs a multi-method approach comprising two studies involving semi-structured interviews and a qualitative online survey of past patients.FindingsDrawing upon the user-centered theory, the authors (1) consulted healthcare experts on hospital service touchpoints and standards around medical protocol; (2) explored users' needs, experiences, expectations, and evaluations of healthcare services; and (3) identified the issues and challenges faced by healthcare service users at various service touchpoints. Based on these insights, the authors proposed sensory tactics across healthcare service touchpoints that promote the well-being of major hospital users.Research limitations/implicationsThe proposed sensory tactics require follow-up empirical evidence. Future research could adopt robust methodological designs on healthcare environmental interventions and progress with a transdisciplinary approach to advance this research area.Practical implicationsThe authors' experience-based framework forms the basis of a valuable toolkit for healthcare service management.Originality/valueThis study advances services literature by integrating sense-based marketing knowledge with healthcare service research to understand the dynamic and interactive relationship between hospital users and the environment.
{"title":"Transforming healthcare service environments: a sensory-based approach","authors":"S. Yap, M. Phillips, Euejung Hwang, Yingzi Xu","doi":"10.1108/jstp-02-2022-0033","DOIUrl":"https://doi.org/10.1108/jstp-02-2022-0033","url":null,"abstract":"PurposeHealthcare service is a process that comprises a series of touchpoints underlying the key facets of service delivery, collectively shaping the users' (i.e. patients, hospital staff, and visitors) experiences. Departing from most sensory studies dedicated to understanding the retail environment and hedonic service, this study focuses on how sensory knowledge can contribute to understanding the sensory-based experiences of hospital users and their interactions with healthcare services at multiple touchpoints.Design/methodology/approachThis study employs a multi-method approach comprising two studies involving semi-structured interviews and a qualitative online survey of past patients.FindingsDrawing upon the user-centered theory, the authors (1) consulted healthcare experts on hospital service touchpoints and standards around medical protocol; (2) explored users' needs, experiences, expectations, and evaluations of healthcare services; and (3) identified the issues and challenges faced by healthcare service users at various service touchpoints. Based on these insights, the authors proposed sensory tactics across healthcare service touchpoints that promote the well-being of major hospital users.Research limitations/implicationsThe proposed sensory tactics require follow-up empirical evidence. Future research could adopt robust methodological designs on healthcare environmental interventions and progress with a transdisciplinary approach to advance this research area.Practical implicationsThe authors' experience-based framework forms the basis of a valuable toolkit for healthcare service management.Originality/valueThis study advances services literature by integrating sense-based marketing knowledge with healthcare service research to understand the dynamic and interactive relationship between hospital users and the environment.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-08-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49180666","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 : 2022-08-02DOI: 10.1108/jstp-09-2021-0191
S. Saxena, Vaibhav Chawla, J. Tähtinen
PurposeResearch regarding the quality of e-tailers’ service during product returns is sparse and the little that has been performed treats returns as recovery from failure. However, that view is outdated. E-tailers' product return practices have substantially evolved and customers' return behavior has considerably increased, in turn, influencing expectations of customers. Thus, a need arises to revise the understanding of how customers evaluate the quality of e-tailers' service during product returns. This study conceptualizes customer-perceived e-return service quality, identifies e-return's current dimensions, and offers directions for measurement.Design/methodology/approachThis study is conducted in two stages. The first stage follows an abductive approach, with a continuous back-and-forth movement between existing theory and two qualitative data sets to identify the dimensions of e-return service quality. Scale development process is started in the second stage to offer directions for measurement based on the empirically grounded dimensions.FindingsThe conceptualization of e-return service quality identifies six dimensions: (1) owning of responsibility, (2) return convenience, (3) return remedies, (4) service team support, (5) site's return friendliness, and (6) returns diligence. The factor analysis supports the six-factor solution that can be employed for developing a valid scale in future.Practical implicationsThe study suggests that e-tailers who are looking to differentiate themselves through superior e-return service quality should focus on customizing their service through excellent performance on these dimensions.Originality/valueThe paper updates and refines the understanding of service quality in the context of product returns service provided by e-tailers and thus offers a novel contribution.
{"title":"Dimensions of e-return service quality: conceptual refinement and directions for measurement","authors":"S. Saxena, Vaibhav Chawla, J. Tähtinen","doi":"10.1108/jstp-09-2021-0191","DOIUrl":"https://doi.org/10.1108/jstp-09-2021-0191","url":null,"abstract":"PurposeResearch regarding the quality of e-tailers’ service during product returns is sparse and the little that has been performed treats returns as recovery from failure. However, that view is outdated. E-tailers' product return practices have substantially evolved and customers' return behavior has considerably increased, in turn, influencing expectations of customers. Thus, a need arises to revise the understanding of how customers evaluate the quality of e-tailers' service during product returns. This study conceptualizes customer-perceived e-return service quality, identifies e-return's current dimensions, and offers directions for measurement.Design/methodology/approachThis study is conducted in two stages. The first stage follows an abductive approach, with a continuous back-and-forth movement between existing theory and two qualitative data sets to identify the dimensions of e-return service quality. Scale development process is started in the second stage to offer directions for measurement based on the empirically grounded dimensions.FindingsThe conceptualization of e-return service quality identifies six dimensions: (1) owning of responsibility, (2) return convenience, (3) return remedies, (4) service team support, (5) site's return friendliness, and (6) returns diligence. The factor analysis supports the six-factor solution that can be employed for developing a valid scale in future.Practical implicationsThe study suggests that e-tailers who are looking to differentiate themselves through superior e-return service quality should focus on customizing their service through excellent performance on these dimensions.Originality/valueThe paper updates and refines the understanding of service quality in the context of product returns service provided by e-tailers and thus offers a novel contribution.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-08-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42691939","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 : 2022-07-21DOI: 10.1108/jstp-06-2021-0109
Yu Shi, Kuen‐Hung Tsai
PurposeThis study develops a sequential process model to address how to improve firm performance by responding to external stakeholder pressures in service contexts.Design/methodology/approachThe model posits that external stakeholder pressures affect firm performance through organizational learning, green creativity and environmental performance. Data from 219 service firms are utilized to test the hypotheses. A sequential mediation approach is adopted to analyze the model.FindingsResults reveal (1) organizational learning mediates the effects of government, customer and supplier pressures on firm performance, (2) environmental performance mediates the effect of customer pressure on firm performance, (3) organizational learning and green creativity serially mediate the effects of the three stakeholder pressures on firm performance and (4) the three external stakeholder pressures enhance firm performance through organizational learning, green creativity and environmental performance in a sequential manner.Originality/valueThis study originally contributes to the service literature by providing a sequential process lens to address how to improve performance by responding to external stakeholder pressures.
{"title":"A sequential process from external stakeholder pressures to performance in services","authors":"Yu Shi, Kuen‐Hung Tsai","doi":"10.1108/jstp-06-2021-0109","DOIUrl":"https://doi.org/10.1108/jstp-06-2021-0109","url":null,"abstract":"PurposeThis study develops a sequential process model to address how to improve firm performance by responding to external stakeholder pressures in service contexts.Design/methodology/approachThe model posits that external stakeholder pressures affect firm performance through organizational learning, green creativity and environmental performance. Data from 219 service firms are utilized to test the hypotheses. A sequential mediation approach is adopted to analyze the model.FindingsResults reveal (1) organizational learning mediates the effects of government, customer and supplier pressures on firm performance, (2) environmental performance mediates the effect of customer pressure on firm performance, (3) organizational learning and green creativity serially mediate the effects of the three stakeholder pressures on firm performance and (4) the three external stakeholder pressures enhance firm performance through organizational learning, green creativity and environmental performance in a sequential manner.Originality/valueThis study originally contributes to the service literature by providing a sequential process lens to address how to improve performance by responding to external stakeholder pressures.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-07-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47734580","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 : 2022-07-19DOI: 10.1108/jstp-01-2022-0017
Yung-Cheng Shen, Heng-Yu Lin, C. Chou, Po Han Wu, W. Yang
PurposeThis study investigates the role of source familiarity in moderating the effect of service adaptive behavior (SAB) on customer satisfaction. Applying the accessibility–diagnosticity framework and situated cognition theory as the theoretical basis, this research hypothesizes that when customers are familiar with the source that provides the service (i.e. brand familiarity for Study 1 and personal familiarity for Study 2), customer satisfaction responses to SAB would be more moderate than when customers are not familiar with the source. Two studies were conducted to test the hypotheses.Design/methodology/approachTwo experiments manipulating SAB and the brand name familiarity (Study 1) and personal familiarity with the service staff (Study 2) as the source familiarity were conducted. Customer satisfaction as a function of source familiarity was measured to test the hypothesis that source familiarity moderates the relationship between SAB and customer satisfaction.FindingsCompared to unfamiliar sources, familiar sources generated a more moderate response in customer satisfaction as a function of SAB. High familiarity with the brand and service staff induced top-down, memory-based processing that overrides external stimuli as the basis of satisfaction judgment; bottom-up, stimulus-based processing relying on SAB for judgment kicked in only when the source familiarity is low.Practical implicationsFrom a practical point of view, this study indicates the importance of SAB, especially for brands with low awareness, and alludes to the comparative importance of relationship building in service delivery processes.Originality/valueThis study contributes to the literature by validating the role of contextual factors in influencing the impact of SAB on customer satisfaction.
{"title":"“Yes, I know you”: the role of source familiarity in the relationship between service adaptive behavior and customer satisfaction","authors":"Yung-Cheng Shen, Heng-Yu Lin, C. Chou, Po Han Wu, W. Yang","doi":"10.1108/jstp-01-2022-0017","DOIUrl":"https://doi.org/10.1108/jstp-01-2022-0017","url":null,"abstract":"PurposeThis study investigates the role of source familiarity in moderating the effect of service adaptive behavior (SAB) on customer satisfaction. Applying the accessibility–diagnosticity framework and situated cognition theory as the theoretical basis, this research hypothesizes that when customers are familiar with the source that provides the service (i.e. brand familiarity for Study 1 and personal familiarity for Study 2), customer satisfaction responses to SAB would be more moderate than when customers are not familiar with the source. Two studies were conducted to test the hypotheses.Design/methodology/approachTwo experiments manipulating SAB and the brand name familiarity (Study 1) and personal familiarity with the service staff (Study 2) as the source familiarity were conducted. Customer satisfaction as a function of source familiarity was measured to test the hypothesis that source familiarity moderates the relationship between SAB and customer satisfaction.FindingsCompared to unfamiliar sources, familiar sources generated a more moderate response in customer satisfaction as a function of SAB. High familiarity with the brand and service staff induced top-down, memory-based processing that overrides external stimuli as the basis of satisfaction judgment; bottom-up, stimulus-based processing relying on SAB for judgment kicked in only when the source familiarity is low.Practical implicationsFrom a practical point of view, this study indicates the importance of SAB, especially for brands with low awareness, and alludes to the comparative importance of relationship building in service delivery processes.Originality/valueThis study contributes to the literature by validating the role of contextual factors in influencing the impact of SAB on customer satisfaction.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-07-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47984872","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}
PurposeThe effect of hotel employee safety behavior has not as yet been investigated. The purpose of this research is to determine the impact of hotel employee ternary safety behavior on negative safety outcomes, as well as the moderation effects of job vigor and emotional exhaustion.Design/methodology/approachA questionnaire survey of 16 medium- and high-star-rated hotels in southeast China was conducted and 571 responses were received for model estimation. The statistical analysis techniques adopted were confirmatory factor analysis, correlation analysis, hierarchical regression, and structural equation modeling.FindingsThe results showed that: (1) safety compliance and participation positively predicted safety adaptation; (2) the three dimensions of safety behavior contributed to reducing negative safety outcomes, and there was a multiple mediation process in their relationship; and (3) job vigor positively moderated the influence of safety compliance and adaption on negative safety outcomes, and emotional exhaustion negatively moderated the influence of safety participation on negative safety outcomes.Originality/valueThis research provides greater insights into the relationship between safety behavior and outcome performance within the hotel industry, and yields theoretical and practical implications for improving employee safety behavior and hotel safety performance.
{"title":"The effects of hotel employee ternary safety behavior on negative safety outcomes: the moderation of job vigor and emotional exhaustion","authors":"Jiangchi Zhang, Chaowu Xie, A. Morrison, Rui Huang, Yuxi Li, Gaoyang Wu","doi":"10.1108/jstp-01-2022-0023","DOIUrl":"https://doi.org/10.1108/jstp-01-2022-0023","url":null,"abstract":"PurposeThe effect of hotel employee safety behavior has not as yet been investigated. The purpose of this research is to determine the impact of hotel employee ternary safety behavior on negative safety outcomes, as well as the moderation effects of job vigor and emotional exhaustion.Design/methodology/approachA questionnaire survey of 16 medium- and high-star-rated hotels in southeast China was conducted and 571 responses were received for model estimation. The statistical analysis techniques adopted were confirmatory factor analysis, correlation analysis, hierarchical regression, and structural equation modeling.FindingsThe results showed that: (1) safety compliance and participation positively predicted safety adaptation; (2) the three dimensions of safety behavior contributed to reducing negative safety outcomes, and there was a multiple mediation process in their relationship; and (3) job vigor positively moderated the influence of safety compliance and adaption on negative safety outcomes, and emotional exhaustion negatively moderated the influence of safety participation on negative safety outcomes.Originality/valueThis research provides greater insights into the relationship between safety behavior and outcome performance within the hotel industry, and yields theoretical and practical implications for improving employee safety behavior and hotel safety performance.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-06-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44167530","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 : 2022-06-24DOI: 10.1108/jstp-11-2021-0238
Jennifer Loh, Md. Irfanuzzaman Khan, Raechel Johns
PurposeUncivil customer behaviour is a concern for service providers and can result in increasing vulnerability for them or their customers. This paper aimed to investigate the interactional link between customer incivility and service provider retaliation and job outcomes. Furthermore, power distance orientation and gender were investigated as potential moderators between customer and retaliation incivilities.Design/methodology/approachFive hypotheses were examined empirically through structural equation modelling. Overall, 679 (356 males and 323 females) service providers recruited across three countries, namely Australia (N = 233), Singapore (N = 199) and the Philippines (N = 247), were surveyed online.FindingsThe results indicated that incivility caused work exhaustion, which negatively impacted job satisfaction. Power distance orientation moderated the association between customer and retaliatory incivilities, leading to exhaustion and dissatisfaction with one's job. Importantly, the results also revealed that the female service providers with a higher power distance tend to instigate incivility compared to their male counterparts.Originality/valueBy incorporating both conservation of resource and negative spiral incivility theories, this study provided an integrated and cohesive explanation for both the direct and interaction effects between customer incivility, retaliatory incivility and work outcomes. In addition, the finding that emotional exhaustion promoted job dissatisfaction highlighted the importance of examining the former's role especially among the female service providers with a higher power distance as they may be less able to restrain their retaliatory behaviours during uncivil incidents. Several practical solutions aimed at reducing the vulnerability encountered by the mistreated service providers were proposed.
{"title":"The straw that breaks the camel's back: service provider vulnerability to customer incivility","authors":"Jennifer Loh, Md. Irfanuzzaman Khan, Raechel Johns","doi":"10.1108/jstp-11-2021-0238","DOIUrl":"https://doi.org/10.1108/jstp-11-2021-0238","url":null,"abstract":"PurposeUncivil customer behaviour is a concern for service providers and can result in increasing vulnerability for them or their customers. This paper aimed to investigate the interactional link between customer incivility and service provider retaliation and job outcomes. Furthermore, power distance orientation and gender were investigated as potential moderators between customer and retaliation incivilities.Design/methodology/approachFive hypotheses were examined empirically through structural equation modelling. Overall, 679 (356 males and 323 females) service providers recruited across three countries, namely Australia (N = 233), Singapore (N = 199) and the Philippines (N = 247), were surveyed online.FindingsThe results indicated that incivility caused work exhaustion, which negatively impacted job satisfaction. Power distance orientation moderated the association between customer and retaliatory incivilities, leading to exhaustion and dissatisfaction with one's job. Importantly, the results also revealed that the female service providers with a higher power distance tend to instigate incivility compared to their male counterparts.Originality/valueBy incorporating both conservation of resource and negative spiral incivility theories, this study provided an integrated and cohesive explanation for both the direct and interaction effects between customer incivility, retaliatory incivility and work outcomes. In addition, the finding that emotional exhaustion promoted job dissatisfaction highlighted the importance of examining the former's role especially among the female service providers with a higher power distance as they may be less able to restrain their retaliatory behaviours during uncivil incidents. Several practical solutions aimed at reducing the vulnerability encountered by the mistreated service providers were proposed.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-06-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47945589","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 : 2022-06-20DOI: 10.1108/jstp-12-2021-0255
S. Dodds, Nitha Palakshappa, Loren M. Stangl
PurposeRetail organizations that consider a service ecosystems view of sustainability focused on transformation have the potential to contribute to the wellbeing of individuals, business and society. The purpose of this paper is to explore the transformative nature of sustainable retail fashion organizations and their impact on wellbeing within a sustainable retail service ecosystem.Design/methodology/approachA qualitative in-depth case study research design was implemented using four sustainable fashion brands. Data were collected from multiple sources including secondary data from company websites and publicly available reports and interviews with founders and/or high-ranking managers within the organization.FindingsThree overarching themes critical to transformation in sustainable retail service ecosystems were identified: (1) embedded core purpose or ethos, (2) relevance of fit and (3) breadth and depth of message. Corresponding wellbeing elements were found within the three themes – community and society wellbeing, environmental wellbeing, business strategy wellbeing, consumer wellbeing, leadership wellbeing, employee wellbeing, stakeholder and value chain wellbeing and brand wellbeing.Research limitations/implicationsFuture research offers an important opportunity to further explore the relationships between sustainability, TSR and wellbeing in other service contexts.Originality/valueThe paper contributes to transformative service research literature by conceptualizing a sustainable retail service wellbeing ecosystem framework.
{"title":"Sustainability in retail services: a transformative service research (TSR) perspective","authors":"S. Dodds, Nitha Palakshappa, Loren M. Stangl","doi":"10.1108/jstp-12-2021-0255","DOIUrl":"https://doi.org/10.1108/jstp-12-2021-0255","url":null,"abstract":"PurposeRetail organizations that consider a service ecosystems view of sustainability focused on transformation have the potential to contribute to the wellbeing of individuals, business and society. The purpose of this paper is to explore the transformative nature of sustainable retail fashion organizations and their impact on wellbeing within a sustainable retail service ecosystem.Design/methodology/approachA qualitative in-depth case study research design was implemented using four sustainable fashion brands. Data were collected from multiple sources including secondary data from company websites and publicly available reports and interviews with founders and/or high-ranking managers within the organization.FindingsThree overarching themes critical to transformation in sustainable retail service ecosystems were identified: (1) embedded core purpose or ethos, (2) relevance of fit and (3) breadth and depth of message. Corresponding wellbeing elements were found within the three themes – community and society wellbeing, environmental wellbeing, business strategy wellbeing, consumer wellbeing, leadership wellbeing, employee wellbeing, stakeholder and value chain wellbeing and brand wellbeing.Research limitations/implicationsFuture research offers an important opportunity to further explore the relationships between sustainability, TSR and wellbeing in other service contexts.Originality/valueThe paper contributes to transformative service research literature by conceptualizing a sustainable retail service wellbeing ecosystem framework.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2022-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46452202","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 : 2022-05-09DOI: 10.1108/jstp-09-2021-0194
K. Sok, Devin Bin, P. Sok
PurposeBusiness-to-business (B2B) firms increasingly have a need for frontline sales employees who can both sell and service customer account, a task known as sales-service ambidexterity which may pose significant challenges to frontline sales employees. Thus, the purpose of this paper is to show that one has to be cognizant of the potential negative consequences brought about requiring frontline sales employees to engage in sales-service ambidexterity and find a way to mitigate such negative consequences.Design/methodology/approachThe multisource data for this study was collected from frontline sales employees and their respective supervisors working across multiple B2B pharmaceutical companies in a Southeast Asian country. The data were analyzed using Statistical Package for the Social Sciences (SPSS) and PROCESS Macro.FindingsThe results reveal a negative indirect effect of sales-service ambidexterity sales performance through role overload. This negative indirect effect is fully neutralized when information exchange is high but not when it is low.Originality/valueThis study underscores the importance of not only the negative consequence of sales-service ambidexterity but also offers insights into how this negative consequence is neutralized so that sales performance is maximized.
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