Pub Date : 2023-06-06DOI: 10.1108/jsm-11-2022-0363
Hsiao-Han Lu, Ching-Fu Chen
Purpose Drawing on source credibility theory, this study aims to explore the relationship between influencers’ characteristics and followers’ well-being through followers’ stickiness to influencers’ channels or posts. Design/methodology/approach The authors gathered data through an online survey of 450 followers. The proposed hypotheses were examined using structural equation modeling. Findings Results reveal that trustworthiness and physical attractiveness positively affect followers’ stickiness to influencers, while the influence of expertise is not evident. Stickiness has positive impacts on both hedonic and eudaimonic well-being. The findings also show that stickiness mediates the relationships between physical attractiveness and trustworthiness toward both hedonic and eudaimonic well-being. Originality/value To the best of the authors’ knowledge, this study is among the first to explore the impact of influencers’ characteristics on followers’ stickiness to influencer webpages. The findings contribute to transformative service research and the theory of stickiness by deepening the understanding of how influencer characteristics contribute to followers’ well-being through the effect of users’ stickiness.
{"title":"How do influencers’ characteristics affect followers’ stickiness and well-being in the social media context?","authors":"Hsiao-Han Lu, Ching-Fu Chen","doi":"10.1108/jsm-11-2022-0363","DOIUrl":"https://doi.org/10.1108/jsm-11-2022-0363","url":null,"abstract":"\u0000Purpose\u0000Drawing on source credibility theory, this study aims to explore the relationship between influencers’ characteristics and followers’ well-being through followers’ stickiness to influencers’ channels or posts.\u0000\u0000\u0000Design/methodology/approach\u0000The authors gathered data through an online survey of 450 followers. The proposed hypotheses were examined using structural equation modeling.\u0000\u0000\u0000Findings\u0000Results reveal that trustworthiness and physical attractiveness positively affect followers’ stickiness to influencers, while the influence of expertise is not evident. Stickiness has positive impacts on both hedonic and eudaimonic well-being. The findings also show that stickiness mediates the relationships between physical attractiveness and trustworthiness toward both hedonic and eudaimonic well-being.\u0000\u0000\u0000Originality/value\u0000To the best of the authors’ knowledge, this study is among the first to explore the impact of influencers’ characteristics on followers’ stickiness to influencer webpages. The findings contribute to transformative service research and the theory of stickiness by deepening the understanding of how influencer characteristics contribute to followers’ well-being through the effect of users’ stickiness.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2023-06-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41701678","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-05-30DOI: 10.1108/jsm-05-2022-0160
Jana Grothaus, Sören Köcher, Sarah Köcher, S. Dieterle
Purpose This study aims to investigate how the open discussion of infertility-related topics on public social media platforms contributes to the well-being of individuals affected by infertility. Design/methodology/approach For this study, the authors used a netnographic approach to analyze 69 YouTube videos (>21 h of raw data) produced by infertility vloggers and more than 40,000 user comments. Findings The authors identify two ways in which infertility patients benefit from public discussions of the topic on social media: through watching videos and engaging in discussions, patients satisfy their infertility-related needs (i.e. the need for information, emotional support and experience sharing); and through reaching people who are not affected by infertility, vloggers help to de-taboo the issue as well as sensitize and educate society. Practical implications To providers of tabooed services, this study’s findings emphasize the potential of incorporating social media in the consumer support strategy. Social implications This research highlights the value of the public discussion of infertility-related topics on social media platforms for consumers affected by the issue. Originality/value In this study, the public discussion of infertility-related topics through video blogs is presented as a valuable tool to enhance the well-being of individuals confronted with infertility as these vlogs satisfy related needs of the consumers and contribute to de-tabooing.
{"title":"#infertility: how patients can benefit from the public discussion of conversational taboos on social media","authors":"Jana Grothaus, Sören Köcher, Sarah Köcher, S. Dieterle","doi":"10.1108/jsm-05-2022-0160","DOIUrl":"https://doi.org/10.1108/jsm-05-2022-0160","url":null,"abstract":"Purpose This study aims to investigate how the open discussion of infertility-related topics on public social media platforms contributes to the well-being of individuals affected by infertility. Design/methodology/approach For this study, the authors used a netnographic approach to analyze 69 YouTube videos (>21 h of raw data) produced by infertility vloggers and more than 40,000 user comments. Findings The authors identify two ways in which infertility patients benefit from public discussions of the topic on social media: through watching videos and engaging in discussions, patients satisfy their infertility-related needs (i.e. the need for information, emotional support and experience sharing); and through reaching people who are not affected by infertility, vloggers help to de-taboo the issue as well as sensitize and educate society. Practical implications To providers of tabooed services, this study’s findings emphasize the potential of incorporating social media in the consumer support strategy. Social implications This research highlights the value of the public discussion of infertility-related topics on social media platforms for consumers affected by the issue. Originality/value In this study, the public discussion of infertility-related topics through video blogs is presented as a valuable tool to enhance the well-being of individuals confronted with infertility as these vlogs satisfy related needs of the consumers and contribute to de-tabooing.","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2023-05-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48783500","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-05-29DOI: 10.1108/jsm-10-2022-0317
Leslie Koppenhafer, Kristin A. Scott, Todd Weaver, M. Mulder
Purpose Service researchers have been tasked with improving the well-being of consumers experiencing vulnerability. The current research aims to demonstrate how these consumers can experience empowerment through transformative service improvements to the traditional microfinance model. Design/methodology/approach To ground the research in a real-world setting with consumers experiencing vulnerability, the research team worked with a nonprofit microfinance organization offering loans to communities of Indigenous women entrepreneurs. The research team worked in six communities and conducted over 25 borrower interviews and 14 staff and volunteer interviews totaling 1,200 min of recorded content. Findings The present investigation of a unique approach to microfinance offers a new theoretical model, the service empowerment model (SEM), which illustrates how empowerment emanates from processes and outcomes at three distinct levels: micro, meso and macro. Recognizing that change occurs individually and also at familial and societal levels begins to challenge deeply rooted structural and cultural norms involved in the services ecosystem. Practical implications Originating from the microfinance service setting, the SEM can be explored, tested and implemented as a pilot program in a variety of service settings that involve transformative service initiatives (e.g. homelessness, refugees, etc.). Social implications As society pursues solutions to the pressing problems of consumers experiencing vulnerability, the present research offers critical insights into how services should be designed. Originality/value The present research defines a new term, service empowerment, and creates a new theoretical model, the SEM, to aid in improving transformative service initiatives.
{"title":"The service empowerment model: a collaborative approach to reducing vulnerability","authors":"Leslie Koppenhafer, Kristin A. Scott, Todd Weaver, M. Mulder","doi":"10.1108/jsm-10-2022-0317","DOIUrl":"https://doi.org/10.1108/jsm-10-2022-0317","url":null,"abstract":"\u0000Purpose\u0000Service researchers have been tasked with improving the well-being of consumers experiencing vulnerability. The current research aims to demonstrate how these consumers can experience empowerment through transformative service improvements to the traditional microfinance model.\u0000\u0000\u0000Design/methodology/approach\u0000To ground the research in a real-world setting with consumers experiencing vulnerability, the research team worked with a nonprofit microfinance organization offering loans to communities of Indigenous women entrepreneurs. The research team worked in six communities and conducted over 25 borrower interviews and 14 staff and volunteer interviews totaling 1,200 min of recorded content.\u0000\u0000\u0000Findings\u0000The present investigation of a unique approach to microfinance offers a new theoretical model, the service empowerment model (SEM), which illustrates how empowerment emanates from processes and outcomes at three distinct levels: micro, meso and macro. Recognizing that change occurs individually and also at familial and societal levels begins to challenge deeply rooted structural and cultural norms involved in the services ecosystem.\u0000\u0000\u0000Practical implications\u0000Originating from the microfinance service setting, the SEM can be explored, tested and implemented as a pilot program in a variety of service settings that involve transformative service initiatives (e.g. homelessness, refugees, etc.).\u0000\u0000\u0000Social implications\u0000As society pursues solutions to the pressing problems of consumers experiencing vulnerability, the present research offers critical insights into how services should be designed.\u0000\u0000\u0000Originality/value\u0000The present research defines a new term, service empowerment, and creates a new theoretical model, the SEM, to aid in improving transformative service initiatives.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2023-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47536491","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-05-29DOI: 10.1108/jsm-04-2022-0145
E. Mogaji, N. P. Nguyen
Purpose The purpose of this study is to explore the interactions between commuters with disabilities and transport services providers and to contribute to a better understanding of transformative service design, ensuring equitable access and the overall well-being of individuals. Design/methodology/approach This study collected qualitative data through ethnographic fieldwork and interviews with commuters with disabilities and transport services providers. The data were thematically analysed using NVivo. Findings Evidence suggests that there are opportunities for service users to be included in the co-creation of transformative transport service at different stages of a journey: entering service interaction, transitioning through service interaction and exiting service interaction. However, the reluctance of service providers to transform their services was recognised, due to a lack of awareness, interest, regulator demands and financial capabilities. Research limitations/implications This study broadens the comprehension of procedures and strategies for engaging consumers experiencing vulnerabilities in transformative service design and pushes the limits of the current understanding to recognise the inherent challenges of unregulated service providers designing transformative services in an unregulated market. Practical implications This newfound knowledge is crucial for developing better approaches that cater to the needs of these individuals and further contributes towards developing transformative service initiatives, which are activities that serve people experiencing vulnerabilities and that try to improve their well-being. These include specialised training and social marketing campaigns for service providers in the informal market and new mobility start-ups or social enterprises with the potential to disrupt the informal economy and offer innovative solutions, such as assistive technologies, mobile apps and journey planners that provide exceptional customer service. Originality/value Previous studies on transformative service designs have focused on regulated service providers, such as health care and financial services. This study, however, explores the unregulated transport sector in a developing country and recognises how the intricate nature of informal service provision may jeopardise the prospects of developing a transformative service for consumers experiencing vulnerabilities.
{"title":"Exploring interactions between commuters with disabilities and transport service providers","authors":"E. Mogaji, N. P. Nguyen","doi":"10.1108/jsm-04-2022-0145","DOIUrl":"https://doi.org/10.1108/jsm-04-2022-0145","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to explore the interactions between commuters with disabilities and transport services providers and to contribute to a better understanding of transformative service design, ensuring equitable access and the overall well-being of individuals.\u0000\u0000\u0000Design/methodology/approach\u0000This study collected qualitative data through ethnographic fieldwork and interviews with commuters with disabilities and transport services providers. The data were thematically analysed using NVivo.\u0000\u0000\u0000Findings\u0000Evidence suggests that there are opportunities for service users to be included in the co-creation of transformative transport service at different stages of a journey: entering service interaction, transitioning through service interaction and exiting service interaction. However, the reluctance of service providers to transform their services was recognised, due to a lack of awareness, interest, regulator demands and financial capabilities.\u0000\u0000\u0000Research limitations/implications\u0000This study broadens the comprehension of procedures and strategies for engaging consumers experiencing vulnerabilities in transformative service design and pushes the limits of the current understanding to recognise the inherent challenges of unregulated service providers designing transformative services in an unregulated market.\u0000\u0000\u0000Practical implications\u0000This newfound knowledge is crucial for developing better approaches that cater to the needs of these individuals and further contributes towards developing transformative service initiatives, which are activities that serve people experiencing vulnerabilities and that try to improve their well-being. These include specialised training and social marketing campaigns for service providers in the informal market and new mobility start-ups or social enterprises with the potential to disrupt the informal economy and offer innovative solutions, such as assistive technologies, mobile apps and journey planners that provide exceptional customer service.\u0000\u0000\u0000Originality/value\u0000Previous studies on transformative service designs have focused on regulated service providers, such as health care and financial services. This study, however, explores the unregulated transport sector in a developing country and recognises how the intricate nature of informal service provision may jeopardise the prospects of developing a transformative service for consumers experiencing vulnerabilities.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2023-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49551678","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-05-19DOI: 10.1108/jsm-05-2022-0157
Jayne Krisjanous, Janet Davey, B. Heyward, Billie F. Bradford
Purpose Servicescape is well recognized by marketing scholars as a key influence in transformative service outcomes. However, the concept of enabling transformative health outcomes through physical servicescape design is often overlooked. The purpose of this study is to integrate marketing's servicescape research with birth territory theory and the enabling places framework, conceptualizing a Co-Curated Transformative Place (CCTP) framework. Design/methodology/approach This cross-disciplinary conceptual paper uses three places of birth (POB) servicescapes for low-risk birthing women to ground the CCTP framework. Findings Positioned within transformative service research, this study shows how POB servicescapes are CCTPs. The organizing framework of CCTP comprises four key steps founded on agile and adaptive co-curation of physical place resources. Research limitations/implications This study extends the servicescape conceptualization to incorporate the continuum of terrain, introducing adaptive and agile co-curation of places. Practical implications The materiality of place and physical resources in CCTP are usefully understood in terms of co-curated substantive staging according to service actor needs. The CCTP servicescape maximizes desired value outcomes and quality experience by adaptive response to service demands and service actors’ needs. Originality/value Theoretical discourse of health servicescapes is expanded to focus on the material components of place and their foundational role in generating resources and capabilities that facilitate the realization of service value. In the CCTP, service actors flexibly select, present and adapt physical artifacts and material resources of the service terrain according to dynamic actor needs and service responsibilities, enabling transformative outcomes. Co-curation facilitates reciprocal synergy between other dimensions of place and servicescape.
{"title":"Servicescape insights in place of birth: from restorative servicescapes to co-curated transformative places","authors":"Jayne Krisjanous, Janet Davey, B. Heyward, Billie F. Bradford","doi":"10.1108/jsm-05-2022-0157","DOIUrl":"https://doi.org/10.1108/jsm-05-2022-0157","url":null,"abstract":"\u0000Purpose\u0000Servicescape is well recognized by marketing scholars as a key influence in transformative service outcomes. However, the concept of enabling transformative health outcomes through physical servicescape design is often overlooked. The purpose of this study is to integrate marketing's servicescape research with birth territory theory and the enabling places framework, conceptualizing a Co-Curated Transformative Place (CCTP) framework.\u0000\u0000\u0000Design/methodology/approach\u0000This cross-disciplinary conceptual paper uses three places of birth (POB) servicescapes for low-risk birthing women to ground the CCTP framework.\u0000\u0000\u0000Findings\u0000Positioned within transformative service research, this study shows how POB servicescapes are CCTPs. The organizing framework of CCTP comprises four key steps founded on agile and adaptive co-curation of physical place resources.\u0000\u0000\u0000Research limitations/implications\u0000This study extends the servicescape conceptualization to incorporate the continuum of terrain, introducing adaptive and agile co-curation of places.\u0000\u0000\u0000Practical implications\u0000The materiality of place and physical resources in CCTP are usefully understood in terms of co-curated substantive staging according to service actor needs. The CCTP servicescape maximizes desired value outcomes and quality experience by adaptive response to service demands and service actors’ needs.\u0000\u0000\u0000Originality/value\u0000Theoretical discourse of health servicescapes is expanded to focus on the material components of place and their foundational role in generating resources and capabilities that facilitate the realization of service value. In the CCTP, service actors flexibly select, present and adapt physical artifacts and material resources of the service terrain according to dynamic actor needs and service responsibilities, enabling transformative outcomes. Co-curation facilitates reciprocal synergy between other dimensions of place and servicescape.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2023-05-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48286116","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-05-16DOI: 10.1108/jsm-06-2022-0217
Garima Saxena, Sheetal Jain, Sita Mishra
Purpose This study aims to examine the effect of consumers’ gaming motivations on customer–brand engagement and the potential of this engagement to develop self–brand connections and affective commitment toward luxury brands. Second, it explores if the setup game mechanics and self-congruity with the brand can strengthen the effectiveness of motivation to engage with gamification on customer–brand engagement and self-brand connection. Design/methodology/approach Data were collected through the survey method using a structured questionnaire. The sample comprised 249 millennial luxury consumers in India. Data analysis was conducted using AMOS 25 and PROCESS Macro for SPSS. Findings The findings support the mediating role of customer–brand engagement and self–brand connection in the relationship between motivation to engage with gamification and affective commitment. While setup game mechanics and self-congruity with brand positively moderate the effect of motivation to engage with gamification on affective commitment via self–brand connection, a similar effect is not found for the relationship via customer–brand engagement. This study presents important implications for both marketers and academicians. Originality/value This study applies the mechanics–dynamics–emotions framework and social exchange theory to explain gamified services as a cocreation process between consumers and luxury brands, fostering customer engagement, connection and commitment with the brands. It highlights the role of setup game mechanics and self-congruity in strengthening the effect of luxury consumers’ gaming motivations on engagement and connection with the brand.
{"title":"Enhancing affective commitment through gamified services of luxury brands: role of game mechanics and self-congruity","authors":"Garima Saxena, Sheetal Jain, Sita Mishra","doi":"10.1108/jsm-06-2022-0217","DOIUrl":"https://doi.org/10.1108/jsm-06-2022-0217","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine the effect of consumers’ gaming motivations on customer–brand engagement and the potential of this engagement to develop self–brand connections and affective commitment toward luxury brands. Second, it explores if the setup game mechanics and self-congruity with the brand can strengthen the effectiveness of motivation to engage with gamification on customer–brand engagement and self-brand connection.\u0000\u0000\u0000Design/methodology/approach\u0000Data were collected through the survey method using a structured questionnaire. The sample comprised 249 millennial luxury consumers in India. Data analysis was conducted using AMOS 25 and PROCESS Macro for SPSS.\u0000\u0000\u0000Findings\u0000The findings support the mediating role of customer–brand engagement and self–brand connection in the relationship between motivation to engage with gamification and affective commitment. While setup game mechanics and self-congruity with brand positively moderate the effect of motivation to engage with gamification on affective commitment via self–brand connection, a similar effect is not found for the relationship via customer–brand engagement. This study presents important implications for both marketers and academicians.\u0000\u0000\u0000Originality/value\u0000This study applies the mechanics–dynamics–emotions framework and social exchange theory to explain gamified services as a cocreation process between consumers and luxury brands, fostering customer engagement, connection and commitment with the brands. It highlights the role of setup game mechanics and self-congruity in strengthening the effect of luxury consumers’ gaming motivations on engagement and connection with the brand.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2023-05-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48703259","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-05-16DOI: 10.1108/jsm-03-2022-0105
Yupal Shukla, R. Singh, P. Dwivedi, Ravi Chatterjee
Purpose The socioeconomically deprived segment called bottom of pyramid lives in extreme resource-constrained environments and is being excluded from having access to many services. This study aims to investigate the role played by virtual engagement platforms in bringing well-being to base of the pyramid (BoP) customers. This study also uses transformative service research and service ecosystem-based approach. Design/methodology/approach The study uses qualitative approach. Data was collected and analyzed through 16 in-depth interviews with BoP service actors. Findings Present study explains the role played by virtual engagement platforms as an intermediator between farmers and the service entity. Herein, it may be noted that the role of virtual platforms contributes to the well-being of the BoP community. Originality/value The authors’ research work broadens service organizations’ reach by better serving people in the BoP, which ultimately helps in removing unfairness and establishes service inclusion.
{"title":"Wellbeing implications of BoP marketing: a service ecosystem approach","authors":"Yupal Shukla, R. Singh, P. Dwivedi, Ravi Chatterjee","doi":"10.1108/jsm-03-2022-0105","DOIUrl":"https://doi.org/10.1108/jsm-03-2022-0105","url":null,"abstract":"Purpose The socioeconomically deprived segment called bottom of pyramid lives in extreme resource-constrained environments and is being excluded from having access to many services. This study aims to investigate the role played by virtual engagement platforms in bringing well-being to base of the pyramid (BoP) customers. This study also uses transformative service research and service ecosystem-based approach. Design/methodology/approach The study uses qualitative approach. Data was collected and analyzed through 16 in-depth interviews with BoP service actors. Findings Present study explains the role played by virtual engagement platforms as an intermediator between farmers and the service entity. Herein, it may be noted that the role of virtual platforms contributes to the well-being of the BoP community. Originality/value The authors’ research work broadens service organizations’ reach by better serving people in the BoP, which ultimately helps in removing unfairness and establishes service inclusion.","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2023-05-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43046992","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-05-16DOI: 10.1108/jsm-04-2022-0148
Olivier Furrer, Mikèle Landry, Chloé Baillod, Jie Yu Kerguignas
Purpose Negative customer-to-customer interactions (NCCI) occurring in physical service encounters can have a detrimental effect on a focal customer’s experience. This paper aims to explore how the interplay between the physical servicescape and the presence and behavior of other customers can lead to NCCI. Moreover, through an examination of customers’ responsibility attribution, the paper underlines the need for service organizations to manage this interplay. Design/methodology/approach The authors rely on a mixed approach with two studies grounded in the Stimulus–Organism–Response paradigm. In a preliminary quantitative study, the authors test a model of the effects of NCCI on customers’ attribution and behavioral outcomes using partial least squares structural equation modeling. Next, in a qualitative study, they collect and explore NCCI incidents in eight service industries relying on the critical incident technique (CIT). Findings When experiencing NCCI, customers attribute at least partial responsibility for their negative experience to the service provider. The findings of the CIT study reveal three interplay mechanisms leading to NCCI: when other customers’ behavior is triggered by the physical servicescape; when other customers’ behavior is incongruent with the behavioral norms set by the physical servicescape; and when the physical servicescape is altered by other customers’ misbehavior. Originality/value This paper provides a comprehensive, empirically grounded, understanding of the interplay between the physical and social servicescape, focusing on the presence and behavior of the other customers and its effect on the customer experience.
{"title":"The interplay between physical and social servicescape: investigating negative CCI","authors":"Olivier Furrer, Mikèle Landry, Chloé Baillod, Jie Yu Kerguignas","doi":"10.1108/jsm-04-2022-0148","DOIUrl":"https://doi.org/10.1108/jsm-04-2022-0148","url":null,"abstract":"\u0000Purpose\u0000Negative customer-to-customer interactions (NCCI) occurring in physical service encounters can have a detrimental effect on a focal customer’s experience. This paper aims to explore how the interplay between the physical servicescape and the presence and behavior of other customers can lead to NCCI. Moreover, through an examination of customers’ responsibility attribution, the paper underlines the need for service organizations to manage this interplay.\u0000\u0000\u0000Design/methodology/approach\u0000The authors rely on a mixed approach with two studies grounded in the Stimulus–Organism–Response paradigm. In a preliminary quantitative study, the authors test a model of the effects of NCCI on customers’ attribution and behavioral outcomes using partial least squares structural equation modeling. Next, in a qualitative study, they collect and explore NCCI incidents in eight service industries relying on the critical incident technique (CIT).\u0000\u0000\u0000Findings\u0000When experiencing NCCI, customers attribute at least partial responsibility for their negative experience to the service provider. The findings of the CIT study reveal three interplay mechanisms leading to NCCI: when other customers’ behavior is triggered by the physical servicescape; when other customers’ behavior is incongruent with the behavioral norms set by the physical servicescape; and when the physical servicescape is altered by other customers’ misbehavior.\u0000\u0000\u0000Originality/value\u0000This paper provides a comprehensive, empirically grounded, understanding of the interplay between the physical and social servicescape, focusing on the presence and behavior of the other customers and its effect on the customer experience.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2023-05-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41664014","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-05-15DOI: 10.1108/jsm-08-2022-0259
Nijs Bouman, Lianne W L Simonse
Purpose Engaging with customers and addressing unmet value have become increasingly challenging within multi-stakeholder environments of service innovation. Therefore, this paper aims to address this challenge by studying how strategic design abilities address unmet value in service engagement strategies. Design/methodology/approach The authors conducted a qualitative inductive study at a multinational corporation and interviewed marketing and design professionals on their innovation practices in service engagement strategies. Findings From the inductive analysis, this study identified three strategic design abilities that effectively contribute to addressing unmet value throughout the co-evolving process of service engagement: envisioning value, modelling value and engaging value. Based on this, this study proposes the emerging co-evolving loop framework of service engagement strategies. Research limitations/implications The limitation of this emerging theory is a lack of broad generalizability with mutual exclusivity or collective exhaustiveness across industries. A theoretical implication of the framework is the integration of strategic design and services marketing towards co-created engagement strategies. Practical implications The service engagement loop framework can be of great value to service innovation processes, for which an integrated, cross-functional approach is often missing. Social implications The findings further suggest that next to a methodological skillset, strategic design abilities consist of a distinct mindset. Originality/value This paper introduces strategic design abilities to address unmet value and proposes a novel co-evolving loop framework of service engagement strategies.
{"title":"How strategic design abilities address unmet value in service engagement strategies","authors":"Nijs Bouman, Lianne W L Simonse","doi":"10.1108/jsm-08-2022-0259","DOIUrl":"https://doi.org/10.1108/jsm-08-2022-0259","url":null,"abstract":"\u0000Purpose\u0000Engaging with customers and addressing unmet value have become increasingly challenging within multi-stakeholder environments of service innovation. Therefore, this paper aims to address this challenge by studying how strategic design abilities address unmet value in service engagement strategies.\u0000\u0000\u0000Design/methodology/approach\u0000The authors conducted a qualitative inductive study at a multinational corporation and interviewed marketing and design professionals on their innovation practices in service engagement strategies.\u0000\u0000\u0000Findings\u0000From the inductive analysis, this study identified three strategic design abilities that effectively contribute to addressing unmet value throughout the co-evolving process of service engagement: envisioning value, modelling value and engaging value. Based on this, this study proposes the emerging co-evolving loop framework of service engagement strategies.\u0000\u0000\u0000Research limitations/implications\u0000The limitation of this emerging theory is a lack of broad generalizability with mutual exclusivity or collective exhaustiveness across industries. A theoretical implication of the framework is the integration of strategic design and services marketing towards co-created engagement strategies.\u0000\u0000\u0000Practical implications\u0000The service engagement loop framework can be of great value to service innovation processes, for which an integrated, cross-functional approach is often missing.\u0000\u0000\u0000Social implications\u0000The findings further suggest that next to a methodological skillset, strategic design abilities consist of a distinct mindset.\u0000\u0000\u0000Originality/value\u0000This paper introduces strategic design abilities to address unmet value and proposes a novel co-evolving loop framework of service engagement strategies.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2023-05-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41785508","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-05-01DOI: 10.1108/jsm-04-2022-0138
Oscar Naranjo Del Giudice, Mario Giraldo, Linda Alkire, Gabriel Orozco Restrepo
Purpose This study aims to explore how the attitudes, motivations and practices of informal entrepreneurs, who choose service exclusion, prevent them from recognizing and taking advantage of transformative opportunities and embracing change. Design/methodology/approach The authors conducted a two-year study to explore five types of informal entrepreneurs (musicians, street vendors, artists, owners of informal smoke shops and street food vendors). The authors used semi-structured interviews and applied thematic analysis (ATA) of popular music and narratives to shed light on their attitudes, motivations and practices. Findings The study shows how potential service participants freely exclude themselves from services and transformative service initiatives, preventing them from realizing opportunities and embracing change that can improve their well-being. The study also demonstrates that to serve human needs fairly, service designers need to recognize that some actors require more attention and resources than others to achieve their potential. Originality/value The study challenges the notion that any population experiencing vulnerability wants help and chooses to participate in transformative service initiatives. Service participants can, in fact, exclude themselves from services and transformative service initiatives by free will, demonstrating that service exclusion is a multidirectional phenomenon, not unidirectional. Additionally, the paper analyzes narratives gathered from aesthetic expressions, using principles of ATA, introducing music thematic analysis as a research approach.
{"title":"Informal service economy: a research study of attitudes, motivations and practices among informal entrepreneurs","authors":"Oscar Naranjo Del Giudice, Mario Giraldo, Linda Alkire, Gabriel Orozco Restrepo","doi":"10.1108/jsm-04-2022-0138","DOIUrl":"https://doi.org/10.1108/jsm-04-2022-0138","url":null,"abstract":"\u0000Purpose\u0000This study aims to explore how the attitudes, motivations and practices of informal entrepreneurs, who choose service exclusion, prevent them from recognizing and taking advantage of transformative opportunities and embracing change.\u0000\u0000\u0000Design/methodology/approach\u0000The authors conducted a two-year study to explore five types of informal entrepreneurs (musicians, street vendors, artists, owners of informal smoke shops and street food vendors). The authors used semi-structured interviews and applied thematic analysis (ATA) of popular music and narratives to shed light on their attitudes, motivations and practices.\u0000\u0000\u0000Findings\u0000The study shows how potential service participants freely exclude themselves from services and transformative service initiatives, preventing them from realizing opportunities and embracing change that can improve their well-being. The study also demonstrates that to serve human needs fairly, service designers need to recognize that some actors require more attention and resources than others to achieve their potential.\u0000\u0000\u0000Originality/value\u0000The study challenges the notion that any population experiencing vulnerability wants help and chooses to participate in transformative service initiatives. Service participants can, in fact, exclude themselves from services and transformative service initiatives by free will, demonstrating that service exclusion is a multidirectional phenomenon, not unidirectional. Additionally, the paper analyzes narratives gathered from aesthetic expressions, using principles of ATA, introducing music thematic analysis as a research approach.\u0000","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":null,"pages":null},"PeriodicalIF":3.9,"publicationDate":"2023-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46551007","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"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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