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SDG commentary: service ecosystems with the planet - weaving the environmental SDGs with human services 可持续发展目标评论:服务生态系统与地球——将环境可持续发展目标与人类服务相结合
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-11-29 DOI: 10.1108/jsm-04-2023-0158
Jorge Grenha Teixeira, Andrew S. Gallan, Hugh N. Wilson

Purpose

Humanity and all life depend on the natural environment of Planet Earth, and that environment is in acute crisis across land, sea and air. One of a set of commentaries on how service can address the UN’s sustainable development goals (SDGs), the authors focus on environmental goals SDG 13 (climate action), SDG 14 (life below water) and SDG 15 (life on land). This paper aims to propose a conceptual framework that incorporates the natural environment into transformative services.

Design/methodology/approach

The authors trace the evolution of service thinking about the natural environment, from a stewardship perspective of the environment as a set of resources to be managed, through an acknowledgement of nonhuman organisms as actors that can participate in service exchange, towards an emergent concept of ecosystems as integrating human social actors and other biological actors who engage fully in value co-creation.

Findings

The authors derive a framework integrating human and other life forms as co-creating actors, drawing on shared natural resources to achieve mutualism, where each actor can have a net benefit from the relationship. Future research questions are posited that may help services research address SDGs 13–15.

Originality/value

The framework integrates ideas from environmental ecosystem literature to inform the nature of ecosystems. By integrating environmental actors and ecological insights into the understanding of service ecosystems, service scholars are well placed to make unique contributions to the global challenge of creating a sustainable future.

人类和所有生命都依赖于地球的自然环境,而这个环境在陆地、海洋和空中都处于严重的危机之中。关于服务如何实现联合国可持续发展目标(SDG)的一系列评论之一,作者关注环境目标SDG 13(气候行动),SDG 14(水下生命)和SDG 15(陆地生命)。本文旨在提出一个概念框架,将自然环境纳入变革性服务。设计/方法论/方法作者追溯了自然环境服务思维的演变,从环境作为一组需要管理的资源的管理角度,通过承认非人类生物作为可以参与服务交换的行动者,到生态系统作为整合人类社会行动者和其他充分参与价值共同创造的生物行动者的新兴概念。研究结果作者推导出一个框架,将人类和其他生命形式整合为共同创造的行动者,利用共享的自然资源实现互惠互利,每个行动者都可以从这种关系中获得净收益。未来的研究问题可能有助于服务研究解决可持续发展目标13-15。原创性/价值该框架整合了来自环境生态系统文献的观点,以告知生态系统的本质。通过将环境行为者和生态学见解整合到对服务生态系统的理解中,服务学者可以为创造可持续未来的全球挑战做出独特的贡献。
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引用次数: 0
Transforming health-care service through consumer co-creation: directions for service design 通过消费者共同创造转变医疗保健服务:服务设计方向
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-11-27 DOI: 10.1108/jsm-12-2022-0373
Joan Carlini, Rachel Muir, Annette McLaren-Kennedy, Laurie Grealish

Purpose

The increasing financial burden and complexity of health-care services, exacerbated by factors such as an ageing population and the rise of chronic conditions, necessitate comprehensive and integrated care approaches. While co-created service design has proven valuable in transforming some service industries, its application to the health-care industry is not well understood. This study aims to examine how health consumers are involved in health-care service co-creation.

Design/methodology/approach

The study searched 11 electronic databases for peer-reviewed articles published between 2010 and 2019. Additionally, hand searches of reference lists from included studies, Google© citation searches and searches for grey literature were conducted. The Whittemore and Knafl integrative framework guided the systematic review, and Callahan’s 6 Ws framework was used to extract data from the included articles, facilitating comparisons.

Findings

The authors identified 21 articles, mainly from the UK, North America and Australia. Despite the need for more research, findings reveal limited and geographically narrow empirical studies with restricted theory and method applications. From these findings, the authors constructed a conceptual model to enhance nuanced understanding.

Originality/value

This study offers four contributions. First, it introduces the Health Service Design Transformation Model for Comprehensive Consumer Co-Creation, illustrating health consumers’ multifaceted roles in shaping services. Second, consumer vulnerabilities in co-creating services are identified, linked to diverse consumer groups, power dynamics and decision complexity. Third, this study suggests broadening participant inclusion may enhance consumer-centricity, inclusivity and innovation in service design. Finally, the research agenda explores consumer experiences, organizational dynamics, value outcomes and co-creation theory for health-care service advancement.

目的:由于人口老龄化和慢性病增多等因素加剧了保健服务的财政负担和复杂性,因此有必要采取全面和综合的护理办法。虽然共同创建的服务设计已被证明在改变一些服务行业方面很有价值,但它在医疗保健行业的应用还没有得到很好的理解。本研究旨在探讨保健消费者如何参与保健服务共同创造。该研究在11个电子数据库中检索了2010年至2019年间发表的同行评审文章。此外,手工检索纳入研究的参考文献列表、Google©引文检索和灰色文献检索。Whittemore和Knafl综合框架指导了系统评价,Callahan的6w框架用于从纳入的文章中提取数据,便于比较。研究结果:作者确定了21篇文章,主要来自英国、北美和澳大利亚。尽管需要更多的研究,但研究结果表明,经验研究有限,地理范围狭窄,理论和方法应用有限。根据这些发现,作者构建了一个概念模型来加强细致入微的理解。原创性/价值本研究提供了四个贡献。首先,介绍了面向消费者共同创造的健康服务设计转型模型,说明了健康消费者在塑造服务中的多重角色。其次,识别共同创建服务中的消费者脆弱性,并将其与不同的消费者群体、权力动态和决策复杂性联系起来。第三,扩大参与者的包容性可以提高服务设计的消费者中心性、包容性和创新性。最后,研究议程探讨消费者体验、组织动态、价值结果和共同创造理论对医疗保健服务进步的影响。
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引用次数: 0
Alexa, may I adopt you? The role of voice assistant empathy and user-perceived risk in customer service delivery Alexa,我可以收养你吗?语音助手共情和用户感知风险在客户服务交付中的作用
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-11-20 DOI: 10.1108/jsm-07-2023-0284
Kesha K. Coker, Ramendra Thakur

Purpose

Powered by artificial intelligence, voice assistants (VAs), such as Alexa, Siri and Cortona, are at early-stage adoption rates in service contexts. Customers express hesitance in using the technology. Furthermore, the effect of a relevant variable (VA empathy) as a determinant of VAs is not widely researched. This study aims to extend the unified theory of acceptance and use of technology (UTAUT) and social response theory (SRT) to propose and test a conceptual model of the role of customer perceptions of VA empathy and risk on VA adoption and usage intensity.

Design/methodology/approach

In this study, data were collected from 387 VA users in the USA using a survey administered through Amazon MTurk. Data cleaning retained a final n = 318 for structural equation modeling analysis.

Findings

Findings show that perceived VA empathy enhances customers’ attitude toward VA and drives adoption, thereby increasing VA usage intensity. Perceived risk is a moderator; users with high perceptions of VA empathy have greater VA adoption rates when they have high (vs low) risk perceptions of using VA.

Originality/value

This research is one of the first known studies to provide empirical evidence of the role of customer perceptions of VA empathy and risk on VA adoption in service delivery. It goes beyond VA adoption research to provide empirical evidence of the impact of VA adoption on actual usage intensity. By extending the UTAUT and SRT, this research adds to the theoretical foundation for research on VA adoption, offering practical insights for firms regarding empathetic VA design to enhance customer service delivery.

在人工智能的驱动下,语音助手(VAs),如Alexa、Siri和Cortona,在服务环境中处于早期采用率。客户对使用这项技术表示犹豫。此外,相关变量(VA共情)作为VAs的决定因素的影响尚未得到广泛研究。本研究旨在扩展技术接受与使用统一理论(UTAUT)和社会反应理论(SRT),提出并检验客户对虚拟现实共情和风险感知对虚拟现实采用和使用强度的作用的概念模型。设计/方法/方法在本研究中,通过Amazon MTurk进行的调查收集了来自美国387名VA用户的数据。数据清洗保留最终n = 318用于结构方程建模分析。研究结果表明,感知到的虚拟现实同理心增强了客户对虚拟现实的态度,推动了虚拟现实的采用,从而提高了虚拟现实的使用强度。感知风险是一个调节因素;当用户对使用虚拟服务有高(相对于低)风险感知时,对虚拟服务同理心有高感知的用户会有更高的虚拟服务采用率。独创性/价值本研究是已知的第一个提供经验证据的研究之一,该研究提供了客户对虚拟服务同理心的感知和风险对服务交付中虚拟服务采用率的作用。它超越了VA采用研究,为VA采用对实际使用强度的影响提供了经验证据。通过对UTAUT和SRT的扩展,本研究增加了对虚拟服务采用研究的理论基础,为企业提供了关于同理心虚拟服务设计以提高客户服务交付的实践见解。
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引用次数: 0
Metaverse: shifting the reality of services 虚拟世界:改变服务的现实
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-11-20 DOI: 10.1108/jsm-01-2023-0021
Mark Gleim, Heath McCullough, O.C. Ferrell, Colin Gabler

Purpose

This research aims to focus on the impact of the metaverse on services marketing. After reviewing the past, current and anticipated future of the metaverse, the authors offer multiple research opportunities in accordance with theories germane to the services literature.

Design/methodology/approach

The current research uses a conceptual approach focused on key service theories and their relevance in the metaverse.

Findings

The metaverse presents a new paradigm of the customer experience, thus providing an opportunity for service researchers to advance this developing field. Further, the potential shortcomings of existing theory are explored, both within and external to services, to discover important areas for service scholars to examine. This results in research opportunities and questions for scholars to pursue as the metaverse continues to develop and shape consumer experiences.

Originality/value

Technological advancements have enabled the service sector to grow and thrive in the metaverse. It is evident that despite the metaverse’s growth, there remains a tremendous amount left to examine. Existing theories need to be reexamined and modified, or alternative theories reviewed to inform service research on the metaverse. Thus, the present research seeks to provide insight into opportunities for theory development by service researchers and identifies important areas of future scholarly work on the metaverse.

目的本研究旨在探讨元环境对服务营销的影响。在回顾了元宇宙的过去、现在和预期的未来之后,作者根据与服务文献相关的理论提供了多种研究机会。设计/方法论/方法当前的研究使用了一种概念性的方法,侧重于关键服务理论及其在元宇宙中的相关性。研究发现:虚拟世界提出了一种新的客户体验范式,从而为服务研究人员提供了推进这一发展领域的机会。此外,本文还探讨了现有理论在服务内部和服务外部的潜在缺陷,以发现服务学者需要研究的重要领域。这给学者们带来了研究机会和问题,因为元宇宙继续发展和塑造消费者体验。创意/价值技术进步使服务行业能够在虚拟世界中成长和繁荣。很明显,尽管超宇宙在增长,但仍有大量的东西有待研究。现有的理论需要重新审视和修改,或者对替代理论进行审查,以告知对元宇宙的服务研究。因此,本研究旨在为服务研究人员提供理论发展的机会,并确定未来元宇宙学术工作的重要领域。
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引用次数: 0
Service mega-disruptions: a conceptual model and research agenda 服务大颠覆:一个概念模型和研究议程
4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-11-14 DOI: 10.1108/jsm-01-2023-0025
Jessica Vredenburg, Sommer Kapitan, Sharon Jang
Purpose This paper aims to formally conceptualize service mega-disruptions as any far-reaching and unforeseen general environmental stressor or threat that impacts a service organization’s ability to provide a desired level of service. The authors differentiate sudden large-scale general environmental threats from traditional service failures in scope and scale of impact via number of customers and sectors affected and duration and speed of the disruption. Design/methodology/approach This paper draws from service recovery theory to build a conceptual model of service mega-disruptions. The resulting conceptual model maps service failure recovery strategies against a service mega-disruption recovery approach to examine consumer response to changes in service value. This work further articulates additional research needs including conceptualization, measurement and methods as traditional drivers of service recovery and the value of the service experience change in response to service mega-disruptions. Findings This work proposes a research agenda to investigate whether service mega-disruptions can bypass the need for service recovery due to a consumer self-moderating process. As past research shows, the less control a service provider has over a failure, the more customers attribute fault to the situation and transfer blame away from an organization. This paper suggests that this self-moderating process disrupts the need for service providers to court forgiveness for a failure with perceptions of similarity and controllability providing an alternate pathway to customer forgiveness. Similarly, it is suggested that service mega-disruptions play a role in transforming service ecosystems into tighter, more contractual systems with less agency for service providers and poorer ability to adjust to market conditions. The duration and longevity of effects on service providers’ control, agency and ability to adjust following a service mega-disruption must be researched further. Originality/value This paper builds theory to develop a conceptual model of service mega-disruptions and their role in customer engagement and reshaping the service ecosystem. This paper culminates in the proposition of a research agenda that aims to build research capacity among services marketing scholars as service providers’ coordination and market conditions are challenged by service mega-disruptions.
本文旨在正式概念化服务大中断,即任何影响服务组织提供所需服务水平的深远和不可预见的一般环境压力源或威胁。作者通过受影响的客户和部门数量以及中断的持续时间和速度,将突然的大规模一般环境威胁与传统服务故障的影响范围和规模区分开来。设计/方法/方法本文借鉴服务恢复理论,建立了一个服务大中断的概念模型。由此产生的概念模型将服务故障恢复策略映射到服务大中断恢复方法,以检查消费者对服务价值变化的响应。这项工作进一步阐明了额外的研究需求,包括概念化、测量和方法,作为服务恢复的传统驱动因素,以及响应服务巨大中断时服务体验变化的价值。这项工作提出了一个研究议程,以调查由于消费者自我调节过程,服务大中断是否可以绕过服务恢复的需要。正如过去的研究表明,服务提供商对失败的控制越少,客户就越会将错误归咎于情况,并将责任从组织转移出去。本文认为,这种自我调节过程破坏了服务提供商对失败的请求原谅的需求,这种相似性和可控性的感知为客户的原谅提供了另一种途径。同样,有人认为,服务大中断在将服务生态系统转变为更紧密、更具契约性的系统方面发挥了作用,服务提供商的代理机构更少,适应市场条件的能力更差。对服务提供商的控制、代理和调整能力的影响的持续时间和持续时间必须进一步研究。原创性/价值本文建立了一个理论,以发展一个服务超级中断的概念模型及其在客户参与和重塑服务生态系统中的作用。本文最后提出了一个研究议程,该议程旨在建立服务营销学者之间的研究能力,因为服务提供商的协调和市场条件受到服务超级中断的挑战。
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引用次数: 0
Encouraging prolonged consumption through habit-boosting efforts: conceptualization and research agenda 通过促进习惯的努力鼓励长期消费:概念化和研究议程
4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-11-09 DOI: 10.1108/jsm-01-2023-0023
Jennifer F. Taylor, Sharon E. Beatty, Katherine J. Roberto
Purpose This paper aims to provide a better understanding of the prolonged consumption journey and how they are sustained by service providers’ use of habit-boosting strategies. Existing research is critically evaluated, and a research agenda is provided to inspire and guide future research. Design/methodology/approach This paper develops a conceptual framework that integrates habit and transformative consumer intervention theories with customer journey literature to explain the role of habit in sustaining prolonged consumption journeys. Habit-boosting strategies are introduced as mechanisms for service providers to facilitate their customers’ prolonged consumption journeys. Findings This paper argues that habit strength is a limited operant resource that often lacks resource integration efficiency and hinders customers’ abilities to sustain prolonged consumption journeys. Four distinct habit-boosting strategies are identified that provide the potential for service providers to facilitate their customers’ prolonged consumption journeys. Originality/value This study presents a typology of habit-boosting strategies and a research agenda that discusses a range of practically relevant and theoretically insightful contributions.
本论文旨在提供一个更好的理解延长的消费旅程,以及他们是如何通过服务提供商使用的习惯促进策略来维持的。对现有研究进行批判性评估,并提供研究议程以激励和指导未来的研究。本文开发了一个概念框架,将习惯和变革性消费者干预理论与客户旅程文献相结合,以解释习惯在维持长期消费旅程中的作用。服务供应商引入习惯促进策略的机制,以方便客户延长消费旅程。研究发现,习惯强度是一种有限的经营资源,往往缺乏资源整合效率,阻碍了顾客维持长期消费旅程的能力。本文确定了四种不同的习惯促进策略,为服务提供商提供了促进客户延长消费旅程的潜力。原创性/价值本研究提出了习惯促进策略的类型和研究议程,讨论了一系列实际相关和理论上有见地的贡献。
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引用次数: 0
Understanding sustainable service ecosystems: a meso-level perspective 理解可持续服务生态系统:中观视角
4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-11-09 DOI: 10.1108/jsm-02-2023-0054
Nitha Palakshappa, Sarah Dodds, Loren M. Stangl
Purpose The world continues to grapple with grand challenges – climate change, pandemic, poverty, social injustice and diminishing resources – requiring mitigation if we are to focus on well-being and move towards a more sustainable future. Cultivating sustainable ecosystems offers a possible solution. The purpose of this paper is to understand how sustainable organizations at the meso level can nurture sustainable service ecosystems that provide the potential for greater well-being outcomes for individuals, business, society and the planet. Design/methodology/approach Case study data is gathered from 11 sustainable fashion organizations operating at the meso level within a complex ecosystem. The analysis includes interviews with founders and/or key managers and secondary information from company websites and publicly available reports. Findings The findings identify key value co-creation sustainable practices at the meso level that facilitate the function of the service ecosystem to create well-being outcomes. Value co-creation practices include – embedding a sustainable ethos; implementing sustainable strategies that embrace innovation, transparency and stakeholder collaboration; and incorporating sustainable communication practices that engage. Originality/value Encapsulating sustainability within macromarketing and service ecosystems enables the development of a sustainable service ecosystems framework that has the potential to offer enhanced well-being. Implications for marketing practice in terms of important factors that facilitate service-sustainable ecosystems to enhance well-being are considered.
世界继续与重大挑战作斗争——气候变化、大流行病、贫穷、社会不公正和资源日益减少——如果我们要注重福祉并走向更可持续的未来,就需要缓解这些挑战。培育可持续的生态系统提供了一个可能的解决方案。本文的目的是了解中观层面的可持续组织如何培育可持续的服务生态系统,为个人、企业、社会和地球提供更大福祉的潜力。设计/方法/方法案例研究数据收集自11个可持续时尚组织,这些组织在一个复杂的生态系统中以中尺度运作。该分析包括对创始人和/或主要管理人员的采访,以及来自公司网站和公开报告的次要信息。研究结果确定了中观层面的关键价值共同创造可持续实践,这些实践促进了服务生态系统创造福祉成果的功能。价值共同创造实践包括:树立可持续的精神;实施创新、透明和利益相关者合作的可持续战略;并结合可持续的沟通实践。独创性/价值将可持续性封装在宏观营销和服务生态系统中,可以开发出可持续的服务生态系统框架,从而有可能提供更高的福祉。考虑了促进服务可持续生态系统提高福祉的重要因素对营销实践的影响。
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引用次数: 0
Call it robot: anthropomorphic framing and failure of self-service technologies 叫它机器人吧:拟人化框架和自助服务技术的失败
4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-11-03 DOI: 10.1108/jsm-05-2023-0169
Ada Maria Barone, Emanuela Stagno, Carmela Donato
Purpose The purpose of this paper is to test the effect that anthropomorphic framing (i.e. robot vs automatic machine) has on consumers’ responses in case of service failure. Specifically, the authors hypothesize that consumers hold an unconscious association between the word “robot” and agency and that the higher agency attributed to self-service machines framed as robots (vs automatic machines) leads, in turn, to a more positive service evaluation in case of service failure. Design/methodology/approach The authors have conducted four experimental studies to test the framework presented in this paper. In Studies 1a and 1b, the authors used an Implicit Association Test to test for the unconscious association held by consumers about robots as being intelligent machines (i.e. agency). In Studies 2 and 3, the authors tested the effect that framing technology as robots (vs automatic machines) has on consumers’ responses to service failure using two online experiments across different consumption contexts (hotel, restaurant) and using different dependent variables (service evaluation, satisfaction and word-of-mouth). Findings The authors show that consumers evaluate more positively a service failure involving a self-service technology framed as a robot rather than one framed as an automatic machine. They provide evidence that this effect is driven by higher perceptions of agency and that the association between technology and agency held by consumers is an unconscious one. Originality/value This paper investigates a novel driver of consumers’ perception of agency of technology, namely, how the technology is framed. Moreover, this study sheds light on consumers’ responses to technology’s service failure.
本文的目的是测试拟人化框架(即机器人与自动机器)在服务失败情况下对消费者反应的影响。具体来说,作者假设消费者在“机器人”这个词和代理之间有一种无意识的联系,而被认为是机器人的自助服务机器(与自动机器相比)的更高的代理反过来又导致在服务失败的情况下更积极的服务评价。设计/方法/方法作者进行了四项实验研究来测试本文中提出的框架。在研究1a和1b中,作者使用内隐联想测试来测试消费者对机器人作为智能机器(即代理)的无意识联想。在研究2和3中,作者测试了框架技术作为机器人(与自动机器)对消费者对服务失败的反应的影响,使用了两个不同消费环境(酒店、餐厅)的在线实验,并使用了不同的因变量(服务评价、满意度和口碑)。研究结果表明,消费者对以机器人为框架的自助服务技术而不是以自动机器为框架的服务失败的评价更为积极。他们提供的证据表明,这种效应是由更高的代理感知驱动的,消费者所持有的技术和代理之间的联系是无意识的。本文研究了消费者对技术代理感知的一个新的驱动因素,即技术是如何被构建的。此外,本研究还揭示了消费者对技术服务失败的反应。
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引用次数: 0
Managing customer-to-customer interactions: revisiting older models for a fresh perspective 管理客户与客户之间的交互:重新审视旧的模型以获得新的视角
4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-11-02 DOI: 10.1108/jsm-02-2023-0048
Olivier Furrer, Mikèle Landry, Chloé Baillod
Purpose This study aims to develop a comprehensive, theoretically grounded framework of customer-to-customer interaction (CCI) management, by revisiting three older services marketing models: the servuction model, the services marketing triangle and the services marketing pyramid. Design/methodology/approach Noting the lack of theoretical frameworks of CCI management, this study adopts a problematization approach to identify foundational services marketing models, question their underlying assumptions, develop an alternative conceptual framework and evaluate its adequacy for CCI management, on the basis of a systematic literature review and content analyses. Findings By revisiting the assumptions underlying three relevant models in the light of the present-day, technology-infused service environment, this study proposes a four-triangle CCI management framework encompassing four specific modes of CCI management: managerial decisions by the firm; frontline employees; the design of the physical environment; and technology. Furthermore, this study emphasizes the triadic relationships involving the focal customer, other customers and the four modes of CCI management. Building on these findings, this study concludes with an extensive research agenda. Originality/value To the best of the authors’ knowledge, this study represents the first scholarly effort in services marketing literature to provide a comprehensive, theoretically grounded framework of CCI management. With its basis in foundational models, the new framework is well-suited to address future challenges to service marketplaces too.
本研究旨在通过重新审视三个较老的服务营销模型:服务模式、服务营销三角和服务营销金字塔,建立一个全面的、有理论基础的客户对客户互动(CCI)管理框架。注意到CCI管理缺乏理论框架,本研究采用了一种问题化的方法来确定基本的服务营销模型,质疑其潜在的假设,在系统的文献回顾和内容分析的基础上,开发一个替代的概念框架,并评估其对CCI管理的充分性。本研究根据当今技术注入的服务环境,重新审视了三个相关模型的假设,提出了一个包含四种特定CCI管理模式的四三角形CCI管理框架:公司管理决策;一线员工;物理环境的设计;和技术。此外,本研究强调焦点顾客、其他顾客与四种CCI管理模式的三元关系。在这些发现的基础上,本研究提出了一个广泛的研究议程。据作者所知,这项研究代表了服务营销文献中第一个学术努力,提供了一个全面的、理论基础的CCI管理框架。基于基础模型,新框架也非常适合解决服务市场未来面临的挑战。
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引用次数: 0
Commentary: “Back to the future” or “trapped in the future”? The future of services practice and research 评论:“回到未来”还是“困在未来”?未来服务的实践与研究
4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-10-24 DOI: 10.1108/jsm-09-2023-0341
Thomas Hollmann
Purpose The aim of this commentary is to encourage service researchers to reflect on the state of the field as it pertains to the academia–industry intersection. The author puts forth a call to action to continue the work of the field’s founders in developing the foundations of the field and to carry the models and frameworks of the field deeper into industry practice. Design/methodology/approach Personal reflections and in-depth interviews. Findings The services discipline is based on foundational theories, models and frameworks developed, in part, as a response to needs expressed by industry. The development of these frameworks has not progressed to the level and format needed by industry, and the field is increasingly operating in silos. Resultantly, the services marketing domain has not developed its foundations to the level of depth needed to answer the call for “assistance” made by Shostack (1977). Research limitations/implications The author encourages researchers to build a next set of paradigmatic foundations that broaden the field as a truly interdisciplinary endeavor and deepen its impact in industry. To accomplish these goals, it will be necessary to question original theoretical frameworks and show situations in which they require modification. Originality/value This work suggests that researchers may be overemphasizing the silo aspects of the field and underestimating the lack of completeness of the service science field.
这篇评论的目的是鼓励服务研究人员反思该领域的现状,因为它涉及到学术界和工业界的交集。作者呼吁采取行动,继续该领域创始人的工作,发展该领域的基础,并将该领域的模型和框架深入到行业实践中。设计/方法/方法个人反思和深度访谈。服务学科建立在基础理论、模型和框架的基础上,这些理论、模型和框架在一定程度上是对行业需求的回应。这些框架的发展尚未发展到工业所需的水平和格式,而且该领域越来越孤立地运作。结果,服务营销领域并没有将其基础发展到回应肖斯塔克(1977)所提出的“援助”呼吁所需的深度。作者鼓励研究人员建立下一套范例基础,拓宽该领域,使其成为真正的跨学科努力,并加深其对工业的影响。为了实现这些目标,有必要质疑原来的理论框架,并指出它们需要修改的情况。这项工作表明,研究人员可能过分强调了该领域的竖井方面,低估了服务科学领域缺乏完整性。
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引用次数: 1
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Journal of Services Marketing
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