Journal of Service Management最新文献

Purpose

The service failure and recovery (SFR) research field has reached its maturity stage and is now at a critical juncture. There are growing calls for fresh perspectives and innovative approaches in SFR research to ensure its continued relevance and growth. The purpose of this paper is to identify boundary-breaking opportunities in SFR research by fundamentally challenging some of the central assumptions of the field.

Design/methodology/approach

This paper employs a unique “review of reviews” methodology to synthesise findings from 19 prior SFR reviews, complemented by an in-depth analysis of 116 primary articles published in the past five years.

Findings

This paper makes several contributions. First, it identifies and critically evaluates the central underlying assumptions of SFR, highlighting their inherent limitations in light of emerging conceptual and substantive developments. Second, it offers alternative perspectives that reframe these assumptions and open up new avenues for research. Third, within each alternative perspective, we propose specific research ideas that can benefit from further exploration. To develop the ideas, we build on recent conflicts and negative events in the marketplace. Our review of reviews approach also enables us to track how frequently such ideas have been proposed in prior reviews. Finally, the paper briefly discusses some methodological considerations for conducting more impactful research.

Originality/value

This paper leverages insights from prior SFR literature reviews and recent research and steeps into real-world marketing issues to challenge the central assumptions of the field and recommend future research avenues.

Purpose

Previous research has not considered the impact on human frontline employees (FLEs) of altered employee–customer relationships in the presence of a service robot (i.e. an intrusion challenge), nor how FLEs may respond. The purpose of this study is to explore the task allocation strategies by human frontline employees’ (FLE) work well-being responses within the intrusion challenge.

Design/methodology/approach

This study employs a mixed-method approach, whereby an in-depth qualitative study (Study 1, n = 15) is followed by a quantitative field study (Study 2, n = 81).

Findings

Results indicate that FLEs experience the intrusion challenge, impacting social, purpose, physical and community well-being. Study 1 reveals that while service robots trigger this challenge, FLEs use them for task allocation to maintain their initial work well-being state. Study 2 shows that using robots instead of colleagues positively affects FLE work well-being.

Practical implications

Service robots, as a task allocation strategy by FLEs, can be used to empower FLEs by assisting them to preserve their work well-being within the intrusion challenge.

Originality/value

This study is one of the first to involve FLEs from a live service robot site, where data is based on personal lived experiences rather than anticipated experiences. This is the first study to investigate how FLEs respond to the intrusion challenge.

Purpose

Language styles of online reviews are becoming increasingly important in consumers’ purchase decisions. However, there are inconsistencies in research on the effects of literal and figurative language styles in online reviews on service consumption. Drawing upon construal level theory, this research explores the effects of literal and figurative online reviews on consumers’ word-of-mouth recommendations and their internal mechanisms in the context of service consumption. In addition, this research identifies service types (experience vs credence services) as boundary conditions under which online review language styles play a role.

Design/methodology/approach

Three studies are designed to verify the effect of language style in online reviews on consumer word-of-mouth recommendations. Study 1 (N = 195) tests the interaction between construal level and (literal vs figurative) language style on consumers’ word-of-mouth recommendations. Study 2 (N = 191) identifies the depth of information processing as an underlying mechanism. Study 3 (N = 466) examines the boundary condition due to service type. The main methods used are independent sample t-test, ANOVA and bootstrapping.

Findings

The results illustrate that (1) consumers at different construal levels prefer online reviews with different language styles, and this can influence their word-of-mouth recommendations: consumers with a low construal level prefer online reviews with a literal language style, while those with a high construal level prefer online reviews with a figurative language style; (2) the depth of information processing plays a mediating role in the above interaction effect and (3) service type serves as a boundary condition such that the preference for literal (vs figurative) language style among low- (vs high-) construal-level consumers holds only for experience services; for credence services, online reviews with a literal language style enhance word-of-mouth recommendations, regardless of consumers’ construal level. The findings shed light on the drivers of word-of-mouth recommendations and provide insights to promote more effective word-of-mouth recommendations.

Originality/value

Drawing upon the construal level theory, this research explores the factors that influence online review language styles on consumer word-of-mouth recommendations and their underlying mechanisms and discusses the moderating effects of different service types (i.e. experience services and trust services). It not only sheds light on the contradictions in the previous literature but also provides new insights for academics and business managers to deepen their understanding of facilitating word-of-mouth recommendations.

Purpose

This study explores how the format of explanations used in artificial intelligence (AI)-based services affects consumer behavior, specifically the effects of explanation detail (low vs high) and consumer control (automatic vs on demand) on trust and acceptance. The aim is to provide service providers with insights into how to optimize the format of explanations to enhance consumer evaluations of AI-based services.

Design/methodology/approach

Drawing on the literature on explainable AI (XAI) and information overload theory, a conceptual model is developed. To empirically test the conceptual model, two between-subjects experiments were conducted wherein the level of detail and level of control were manipulated, taking AI-based recommendations as a use case. The data were analyzed via partial least squares (PLS) regressions.

Findings

The results reveal significant positive correlations between level of detail and perceived understanding and between level of detail and perceived assurance. The level of control negatively moderates the relationship between the level of detail and perceived understanding. Further analyses revealed that the perceived competence and perceived integrity of AI systems positively and significantly influence the acceptance and purchase intentions of AI-based services.

Practical implications

This research offers service providers key insights into how tailored explanations and maintaining a balance between detail and control build consumer trust and enhance AI-based service outcomes.

Originality/value

This article elucidates the nuanced interplay between the level of detail and control over explanations for non-expert consumers in high-credence service sectors. The findings offer insights into the design of more consumer-centric explanations to increase the acceptance of AI-based services.

Purpose

The purpose of this research note is to call for action and research on higher education as a service ecosystem. By explicating the need for service innovation in higher education, this research note deepens the understanding of how institutional dissonance can influence value cocreation in service ecosystems.

Design/methodology/approach

Viewing higher education from a service-centered, systems-oriented lens reveals how institutional dissonance related to diversity, equity and inclusion can catalyze innovation for the university. In other words, when nontraditional faculty, staff, students and stakeholders cannot meaningfully engage with the university or, vice versa, it is not possible for value cocreation to truly emerge in the service ecosystem.

Findings

Because extant research and data on persistence in higher education is based on findings from Predominantly White Institutions (PWI), the higher education and service literature do not yet provide insights for universities and other large-scale institutions that need to adapt to and engage with nontraditional, nonwhite college students or actors.

Originality/value

The proposed framework integrates the higher education and service management literature to describe how innovation can improve value cocreation and reconcile institutional dissonance in higher education.

Purpose

The process of introducing a new robotic technology into a service system is complex, and its impacts on work practices can be challenging. By adopting a system perspective, this study investigates how human–robot collaboration (HRC) transforms work practices (i.e. customer care).

Design/methodology/approach

We conducted a two-year longitudinal analysis of an international company specializing in natural health products, examining changes in customer care practices following the introduction of chatbots. The study leverages expansive learning theory, which emphasizes activity systems and the transformations that occur within them, to trace the integration of robots and their effects on work practices.

Findings

The findings reveal that HRC enhances customer care practices by creating a human–robot activity system organized around shared goals. This system, mediated by tools, rules and the community, evolves through expansive learning dynamics. The process begins by identifying and addressing the contradictions and tensions between current human work practices and robotic capabilities, often revealing challenges and opportunities to improve HRC.

Originality/value

This research offers a novel conceptualization of the systemic and dynamic nature of HRC by placing it within broader frames of activity systems and expansive learning. Collaborations between humans and robots entail an expansive performativity that extends beyond the traditional roles or tasks of either actor or actant. It spans a diverse range of objects, tools, procedures and institutional setups, culminating in transformations of customer care practices.

Purpose

Neurotechnologies such as brain-computer interfaces (BCIs) are rapidly moving out of laboratories and onto frontline employees' (FLEs) heads. BCIs offer thought-controlled device operation and real-time adjustment of work tasks based on employees’ mental states, balancing the potential for optimal well-being with the risk of exploitative employee treatment. Despite its profound implications, a considerable gap exists in understanding how BCIs affect FLEs. This article’s purpose is to investigate BCIs’ impact on FLEs’ well-being.

Design/methodology/approach

This article uses a conceptual approach to synthesize interdisciplinary research from service marketing, neurotechnology and well-being.

Findings

This article highlights the expected impact from BCIs on the work environment and conceptualizes what BCIs entail for the service sector and the different BCI types that may be discerned. Second, a conceptual framework is introduced to explicate BCIs’ impact on FLEs’ well-being, identifying two mediating factors (i.e. BCI as a stressor versus BCI as a resource) and three categories of moderating factors that influence this relationship. Third, this article identifies areas for future research on this important topic.

Practical implications

Service firms can benefit from integrating BCIs to enhance efficiency and foster a healthy work environment. This article provides managers with an overview of BCI technology and key implementation considerations.

Originality/value

This article pioneers a systematic examination of BCIs as workplace technology, investigating their influence on FLEs’ well-being.

Purpose

Capable service employees are increasingly scarce and costly. Many organizations opt to partially replace, support or augment human employees with AI systems. This study builds a framework to help managers map and understand the challenges of crafting a service climate that fosters synergies between AI and human employees, where customers require value-added, personalized and excellent service.

Design/methodology/approach

This conceptual article identifies barriers and facilitators of building a service climate for organizations using both human and AI-based employees through an eclectic review of relevant literature.

Findings

A conceptual framework is built, and a future research agenda is brought forth.

Research limitations/implications

By identifying barriers and facilitators for AI–human synergies in service settings, this article clarifies how AI can be made to complement human employees, especially in delivering personalized, value-added services, while also highlighting knowledge gaps.

Practical implications

This study provides a practical framework for integrating AI into the workforce. It offers insights into addressing challenges in creating a service climate that combines human and AI capabilities to maintain service excellence. Identifying key barriers and facilitators, the framework guides managers to improve efficiency and customer satisfaction in a rapidly changing service landscape.

Social implications

This research offers insights on incorporating AI to address labor shortages while maintaining high-quality, personalized service. It provides a pathway to improving service experiences, especially in sectors facing staffing challenges from an aging population.

Originality/value

This research builds on Bowen and Schneider’s (2014) seminal service climate framework to account for a mix of human and AI-based employees.

Purpose

This article proposes a set of three service standards for serving humanity; develops the Agency, Dignity and Diversity (ADD) Service Standards Framework; integrates these standards with human experience; and then applies this framework to refugee service experiences.

Design/methodology/approach

Building on Transformative Service Research (TSR), we propose service standards for humanity and connect these standards to elevating the human experience. Subsequently, the ADD Service Standards Framework for serving humanity is presented and applied to the human experiences of refugees.

Findings

Three service standards for serving humanity are proposed: empowering human agency, respecting human dignity and honoring human diversity. Further, we apply these three standards to offer a set of standard-specific practical actions adapted to the plight of refugees.

Practical implications

The practical implications affect all aspects of humanity’s service systems. Service standards should be universal, responsive to various needs of individuals and groups and adaptable to changing needs.

Originality/value

This paper contributes service standards for guiding service systems of any kind in serving humanity and provides a comprehensive framework for designing and implementing service standards that can elevate the human experience.

Purpose

In light of the increasing prevalence of non-human services, organizations can benefit by emphasizing distinctively human qualities in their services. This paper suggests that cultivating virtues among employees can enhance the value of human-provided services.

Design/methodology/approach

This conceptual paper incorporates ideas from management and service research examining the notion of virtue as well as human qualities that are associated with virtuousness. The paper builds upon service research, which emphasizes the important role of human elements in service interaction, along with extensive research in positive organizational scholarship, which characterizes virtues as the finest attributes of human nature.

Findings

The paper introduces “service virtuousness,” the voluntary and authentic expression of human virtues like compassion and creativity in service delivery, treating customers as individuals beyond their formal roles. A review of the literature reveals how virtuousness appears in services. The study also identifies when it is most beneficial, explores the challenges in its implementation, and suggests future research directions.

Originality/value

The paper offers a novel concept for service research grounded in core human values. Although service virtuousness does not focus on outcomes, it offers numerous benefits to all parties involved in the service setting. The theoretical framework for studying service virtuousness provides new opportunities to identify the conditions in which virtuousness is most beneficial in a service context.