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Does status demotion in hierarchical loyalty programs foster relationship fading? 等级忠诚度计划中地位的降低会促进关系的消退吗?
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-08-28 DOI: 10.1108/jsm-06-2022-0199
Shanta Banik, Fazlul K. Rabbanee
PurposeStatus demotion in hierarchical loyalty programs (HLPs) has received considerable academic attention. However, existing research is relatively silent on whether HLP status demotion fosters service relationship fading by influencing demoted customers’ psychological disengagement and the likelihood of patronage reduction. Drawing on the relationship fading literature and the stimulus–organism–response framework, this study aims to examine these effects. It further investigates the moderating role of psychological ownership on the links of status demotion with psychological disengagement and the likelihood of patronage reduction.Design/methodology/approachTwo studies (Studies 1 and 2) were conducted in the context of airline HLPs. Study 1 was a structured survey conducted among 213 demoted airline HLP customers in Australia, and Study 2 was an experiment conducted among 178 executive MBA students in Bangladesh. The PROCESS macro was used to test the moderated mediation model.FindingsThe results of both studies show that HLP status demotion significantly influences customers’ psychological disengagement and the likelihood of patronage reduction. The findings also reveal that psychological disengagement mediates the relationship between status demotion and the likelihood of patronage reduction. Further, customers with high (low) psychological ownership feel high (less) psychological disengagement and show high (less) likelihood of patronage reduction due to their HLP status demotion.Originality/valueThis study extends the existing literature on relationship marketing and HLPs by offering a better understanding of how and under what conditions status demotion elicits customers’ psychological disengagement and the likelihood of patronage reduction.
目的等级忠诚度计划(hlp)中的地位降级问题已经引起了学术界的广泛关注。然而,对于HLP地位的降级是否会通过影响被降级顾客的心理脱离和惠顾减少的可能性来促进服务关系的消退,现有的研究相对沉默。本研究借鉴了相关文献和刺激-生物体-反应框架,旨在检验这些影响。它进一步研究了心理所有权对地位下降与心理脱离和惠顾减少可能性的联系的调节作用。设计/方法/方法两项研究(研究1和研究2)是在航空公司高绩效计划的背景下进行的。研究1是在澳大利亚的213名降级的航空公司HLP客户中进行的结构化调查,研究2是在孟加拉国的178名emba学生中进行的实验。使用PROCESS宏来测试经过调节的中介模型。两项研究的结果都表明,HLP地位的降低显著影响顾客的心理脱离和惠顾减少的可能性。研究结果还表明,心理脱离在地位下降和惠顾减少的可能性之间起中介作用。此外,具有高(低)心理所有权的客户会感到高(少)心理脱离,并且由于他们的HLP地位下降而显示出高(少)的光顾减少的可能性。原创性/价值本研究通过更好地理解地位降级如何以及在什么条件下引发顾客心理脱离和惠顾减少的可能性,扩展了现有的关系营销和hlp文献。
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引用次数: 0
Responsibilization during uncontrollable events: understanding how consumers assign and accept responsibility for service employee welfare 在不可控事件中的响应:了解消费者如何分配和接受服务员工福利的责任
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-08-17 DOI: 10.1108/jsm-05-2022-0159
N. Moran, Steven Shepherd, Janice Alvarado
PurposeThe purpose of this paper is to study how individuals assess responsibility during an uncontrollable event requiring collective action, using crises affecting service workers as contexts. Specifically, the authors examine what parties consumers hold responsible for ensuring service worker welfare following an uncontrollable event and determine what factors make customers more open to accepting responsibility for ensuring worker welfare themselves.Design/methodology/approachThe authors surveyed a nationally representative sample of US consumers regarding their attitudes toward protecting service workers during COVID-19 and used regression analysis to identify factors that predict attributions of responsibility to customers. The authors also conducted an experiment (using a new crisis context) to determine whether certain key factors impact customer perceptions of their own responsibility for helping employees during an uncontrollable event.FindingsThe survey results show US consumers hold firms most responsible for worker welfare, followed by customers and, finally, government. When examining factors that drive attributions of responsibility for customers, perceptions of how sincere firms are in their efforts to help employees predict higher responsibility attributions, and experimental results confirm that higher perceived firm sincerity increases consumers’ own sense of responsibility toward workers.Social implicationsThis research identifies factors that affect consumer support for efforts to help service employees and collective action problems more generally.Originality/valueThis research highlights an under-studied crisis context – uncontrollable events that require collective action – and shows how consumers make assessments about their own responsibility (in addition to the responsibility of the service firm) in these contexts.
目的本文的目的是研究个人如何在需要集体行动的不可控事件中评估责任,并将影响服务人员的危机作为背景。具体而言,作者研究了消费者在发生不可控事件后对确保服务人员福利负有责任的各方,并确定了哪些因素使客户更愿意接受自己确保工人福利的责任。设计/方法/方法作者调查了一个具有全国代表性的美国消费者样本,了解他们在新冠肺炎期间对保护服务人员的态度,并使用回归分析来确定预测客户责任归属的因素。作者还进行了一项实验(使用新的危机背景),以确定某些关键因素是否会影响客户对其在无法控制的事件中帮助员工的责任的看法。调查结果显示,美国消费者认为公司对工人福利最负责任,其次是客户,最后是政府。在研究驱动客户责任归属的因素时,对公司在帮助员工方面的诚意的感知预测了更高的责任归属,实验结果证实,感知到的更高的公司诚意会增加消费者对员工的责任感。社会影响这项研究确定了影响消费者对帮助服务员工的努力的支持以及更普遍的集体行动问题的因素。独创性/价值这项研究强调了一个研究不足的危机背景——需要集体行动的不可控事件——并展示了消费者如何在这些背景下评估自己的责任(以及服务公司的责任)。
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引用次数: 0
Helping the organization but harming customers: a social identity perspective of unethical pro-organizational behavior 帮助组织但伤害客户:不道德亲组织行为的社会认同视角
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-08-11 DOI: 10.1108/jsm-01-2023-0004
Hongmin Yan, David Solnet, T. Okimoto
PurposeThe purpose of this paper is to investigate a special type of unethical behaviors among frontline service employees – unethical pro-organizational behaviors (UPB). Building on social identity theory, the paper examines how social identifications with the organization and customers interactively affect employees' engagement in UPB. The paper also explores the underlying psychological mechanisms that explain this effect.Design/methodology/approachThis study uses a multistage, sequential research design to test the hypothesized model. Studies 1A and 1B use scenario-based experiments with a randomized between-subjects design. Study 2 uses a survey design to replicate and expand the findings from Study 1 by collecting survey data from frontline service employees in various service sectors.FindingsThe results across two studies reveal that high organizational identification will motivate employees to engage in UPB when the opportunity arises, while employees who also identify with customers will more likely abstain from committing UPB. Findings from the survey study also show that this interactive effect on UPB is achieved by devaluing customers as tools or placing fault upon them.Originality/valueThis research provides a deeper exploration of the UPB at the organizational frontline. From a social identity theoretical perspective, this research examines how identification with customers and with the organization jointly shape frontline employees' engagement in UPB. In doing so, this research provides insight into the contextual limitations of existing UPB research while also offering practically relevant implications for managing UPB in frontline service contexts.
目的研究一线服务员工的一种特殊类型的不道德行为——非道德亲组织行为(UPB)。本文以社会认同理论为基础,探讨企业与顾客的社会认同如何互动地影响员工的敬业度。本文还探讨了解释这种效应的潜在心理机制。设计/方法/方法本研究采用多阶段、顺序研究设计来检验假设模型。研究1A和1B采用基于场景的实验,采用受试者间随机设计。研究2使用调查设计来复制和扩展研究1的发现,通过收集来自各个服务部门的一线服务员工的调查数据。两项研究的结果表明,当机会出现时,高组织认同感将激励员工参与UPB,而同样认同客户的员工更有可能放弃UPB。调查研究的结果还表明,这种对UPB的交互影响是通过将客户作为工具贬值或将错误放在他们身上来实现的。原创性/价值本研究对组织第一线的UPB进行了更深入的探索。从社会认同理论的角度,本研究考察了对客户和组织的认同如何共同影响前线员工在UPB中的敬业度。在此过程中,本研究提供了对现有UPB研究的背景限制的见解,同时也为在一线服务环境中管理UPB提供了实际相关的启示。
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引用次数: 0
Well-being co-creation in service ecosystems: a systematic literature review 服务生态系统中的幸福共创:系统文献综述
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-07-20 DOI: 10.1108/jsm-12-2022-0388
Mikèle Landry, Olivier Furrer
Purpose Following the continued development of transformative service research and the prevalence of the service-dominant logic in services marketing literature, increased scholarly interest centers on the co-creation of service actors’ well-being. In light of this significant evolution in service research, this study aims to provide a systematic review and synthesis of the growing, fragmented body of literature on well-being co-creation in services. Design/methodology/approach The hybrid systematic review approach combines bibliometric and framework-based literature reviews to analyze a sample of 160 article obtained from the Web of Science database. To examine the conceptual structure of the research domain, VOSviewer is used for conducting a bibliometric coupling analysis and a keyword co-occurrence analysis. Next, a content analysis is used to explore how the extant literature addresses the key concepts of service actors’ participation in co-creation, their resource integration and well-being outcomes across the micro-, meso- and macro levels of service ecosystems. Findings Service actors’ participation and resource integration are key theoretical concepts for understanding well-being co-creation. Yet, a comprehensive overview of well-being co-creation across the different levels of service ecosystems is lacking due to the presence of various application contexts, levels of aggregation, theoretical backgrounds and methodological perspectives. A conceptual framework of well-being co-creation in service ecosystems is developed, highlighting the participation of multilevel service actors and suggesting priorities for further research. Originality/value To the best of the author’s knowledge, this paper represents a first effort to systematically review and organize growing literature on well-being co-creation in service ecosystems.
目的随着变革性服务研究的持续发展和服务营销文献中服务主导逻辑的盛行,学术兴趣的增加集中在共同创造服务参与者的幸福感上。鉴于服务研究的这一重大发展,本研究旨在对越来越多的、零散的关于服务中幸福共同创造的文献进行系统回顾和综合。设计/方法论/方法混合系统综述方法结合了文献计量学和基于框架的文献综述,分析了从Web of Science数据库中获得的160篇文章的样本。为了检验研究领域的概念结构,VOSviewer用于进行文献计量耦合分析和关键词共现分析。接下来,使用内容分析来探索现有文献如何在服务生态系统的微观、中观和宏观层面上解决服务参与者参与共同创造、资源整合和福祉结果的关键概念。FindingsService参与者的参与和资源整合是理解幸福共创的关键理论概念。然而,由于存在各种应用背景、聚合水平、理论背景和方法论视角,缺乏对不同服务生态系统水平的福祉共创的全面概述。制定了服务生态系统中共同创造福祉的概念框架,强调了多层次服务参与者的参与,并提出了进一步研究的优先事项。原创性/价值据作者所知,本文首次系统地回顾和整理了越来越多的关于服务生态系统中幸福共创的文献。
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引用次数: 1
Language-related stereotype threat, customers’ well-being and its outcome 与语言相关的刻板印象威胁、顾客幸福感及其结果
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-07-03 DOI: 10.1108/jsm-07-2022-0245
Aaminah Zaman Malik, A. Paswan
PurposeWhile language is vital for a successful service exchange, it can also become a source of vulnerability if one party is a non-native speaker in an inter-culture service encounter (ICSE). Hence, the purpose of this study is to understand the relationship between language-related stigma that non-native customers perceive in an ICSE and the associated psychological and behavioral responses.Design/methodology/approachA survey-based research method and an experimental study was used to collect data from non-native speakers in the USA with English as their second language. Structural equation modeling procedure was used to test the hypothesized relationships.FindingsThe findings suggest that the customers who perceive language-related stigmatization in an ICSE context experience intergroup anxiety and lack of social belonging. In turn, intergroup anxiety influences their interaction comfort with the service provider. In the end, these experiences shape their future buying behavior, i.e. they tend to avoid direct interactions with the servers and prefer smart services.Research limitations/implicationsFuture research is needed to explore the focal phenomenon in other service contexts and cultures to enrich knowledge on language vulnerabilities.Practical implicationsThe study highlights the importance of technology, not just from a convenience perspective, but also as an accommodation mechanism for linguistically vulnerable customers.Originality/valueTo the best of the authors’ knowledge, this study is the first to empirically examine the language-related stigmatization and associated psychological and behavioral responses from the non-native customers’ perspective in a services exchange setting.
虽然语言对于成功的服务交流至关重要,但如果在跨文化服务交流(ICSE)中一方是非母语人士,语言也可能成为脆弱性的来源。因此,本研究的目的是了解非母语顾客在ICSE中感知到的与语言相关的耻辱与相关的心理和行为反应之间的关系。设计/方法/方法采用基于调查的研究方法和一项实验研究来收集以英语为第二语言的美国非母语人士的数据。使用结构方程建模程序来检验假设的关系。研究结果表明,在ICSE环境中感受到与语言相关的污名的顾客会经历群体间焦虑和缺乏社会归属感。群体间焦虑反过来影响他们与服务提供者的互动舒适度。最后,这些体验塑造了他们未来的购买行为,即他们倾向于避免与服务人员直接互动,而更喜欢智能服务。未来的研究需要探索其他服务环境和文化中的焦点现象,以丰富对语言脆弱性的认识。实际意义这项研究强调了技术的重要性,不仅从方便的角度来看,而且作为一种适应语言弱势顾客的机制。原创性/价值据作者所知,本研究首次从服务交换环境中非母语顾客的角度实证研究了与语言相关的污名化以及相关的心理和行为反应。
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引用次数: 0
Guest Editorial: Investigating the effect of the physical context on customer experience 嘉宾评论:调查实体环境对顾客体验的影响
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-06-19 DOI: 10.1108/jsm-05-2023-0163
H. Bruce, E. Krolikowska, T. Rooney
PurposeThis editorial introduces a special issue of the Journal of Services Marketing, dedicated to papers discussing the effect of the physical context on customer experience. This study aims to identify diverse areas of extant knowledge, upon which researchers might draw when investigating the effect of the physical context on customer experience, to inform future research agendas.Design/methodology/approachDrawing on available literature, the authors argue that, as prior studies in diverse scholarly fields have explored the physical context, these bodies of knowledge may offer theories and constructs that meaningfully inform explorations of the effect of the physical context on customer experience.FindingsThe authors identify five marketing subdisciplines and six nonmarketing disciplines, each offering theories, constructs and perspectives which researchers might draw upon in future studies of the effects of the physical context on customer experience.Originality/valueThe authors develop a novel map which depicts the field of study of the effects of the physical context on customer experience, which scholars might use to inform future research design. In addition, the authors suggest several directions for future research.
目的这篇社论介绍了《服务营销杂志》的一期特刊,专门讨论物理环境对客户体验的影响。这项研究旨在确定现有知识的不同领域,研究人员在调查物理环境对客户体验的影响时可能会借鉴这些领域,为未来的研究议程提供信息。设计/方法论/方法借鉴现有文献,作者认为,由于先前在不同学术领域的研究已经探索了物理环境,这些知识体系可能提供有意义的理论和结构,为探索物理环境对客户体验的影响提供信息。发现作者确定了五个营销子学科和六个非营销学科,每个学科都提供了研究人员在未来研究物理环境对客户体验的影响时可能借鉴的理论、结构和视角。原创性/价值作者开发了一张新颖的地图,描绘了物理环境对客户体验影响的研究领域,学者们可能会用它来为未来的研究设计提供信息。此外,作者还提出了未来研究的几个方向。
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引用次数: 1
Liminal digital birthspaces: social media and consumer proactivity for well-being 阈限数字出生空间:社交媒体和消费者对幸福的主动性
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-06-07 DOI: 10.1108/jsm-03-2023-0119
Marlini Bakri, Janet Davey, Jayne Krisjanous, Robyn M. Maude
PurposeDespite the prevalence of technology in health care, marketing research on social media in the birthspace is limited. The purpose of this paper is to explore how birthing women leverage social media for transformative well-being in the liminal context of birth.Design/methodology/approachA qualitative study of women who had recently experienced birth was undertaken. Thematic analysis of data from in-depth interviews reveals birthing women’s digital practices and social media capabilities for well-being in a liminal space.FindingsWithin the birthspace, women use social media and digital platforms in an effortful and goal-directed way for role transitions and transformation, curating self and other history, goal striving and normalizing experience. These digital practice styles facilitate consumer integration of the liminal digital birthspace and in situ service encounter enabling diverse value outcomes. Drawing on liminality and social presence theories, the authors interpret these practices as demonstrating three interactive liminal stages of suspending, comprehending and transforming. Multi-modality and rapid connection afforded by digital devices and social media platforms provide social presence (according to perceived immediacy and intimacy) enabling transformative well-being outcomes.Originality/valueThis study is unique, as it provides insights into the traditionally private health service experience of birth. Further, the authors extend the understanding of liminal spaces and use of digital technology, specifically for transformative outcomes, by proposing a framework of consumers’ digital practice styles for well-being in liminal spaces.
尽管技术在医疗保健领域的普及,但在出生空间中对社交媒体的营销研究有限。本文的目的是探讨分娩妇女如何利用社交媒体在出生的有限背景下实现变革性福祉。设计/方法/方法对最近分娩的妇女进行了定性研究。深度访谈数据的专题分析揭示了分娩妇女的数字实践和社交媒体在有限空间中的福祉能力。在出生空间内,女性以一种努力和目标导向的方式使用社交媒体和数字平台进行角色转换和转型,策划自我和他人的历史,目标奋斗和正常化经历。这些数字实践风格促进了消费者对有限的数字诞生空间和现场服务体验的整合,从而实现了多样化的价值结果。利用阈限和社会在场理论,作者将这些实践解释为展示了三个相互作用的阈限阶段:暂停、理解和转化。数字设备和社交媒体平台提供的多模式和快速连接提供了社交存在(根据感知的即时性和亲密性),从而实现了变革性的福祉结果。原创性/价值这项研究是独一无二的,因为它提供了对传统的私人分娩保健服务体验的见解。此外,作者通过提出消费者在阈限空间中幸福感的数字实践风格框架,扩展了对阈限空间和数字技术使用的理解,特别是对变革结果的理解。
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引用次数: 0
Business types matter: new insights into the effects of anthropomorphic cues in AI chatbots 商业类型很重要:人工智能聊天机器人中拟人化线索影响的新见解
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-06-07 DOI: 10.1108/jsm-04-2022-0126
Kibum Youn, Moonhee Cho
PurposeThis paper aims to examine the relationships between anthropomorphic cues (i.e. degrees of the humanized profile picture and naming) in artificial intelligence (AI) chatbots and business types (utilitarian-centered business vs hedonic-centered business) on consumers’ attitudes toward the AI chatbot and intentions to use the AI chatbot app and to accept the AI chatbot’s recommendation.Design/methodology/approachAn online experiment with a 2 (humanized profile pictures: low [semihumanoid] vs high [full-humanoid]) × 2 (naming: Mary vs virtual assistant) × 2 (business types: utilitarian-centered business [bank] vs hedonic-centered business [café]) between-subjects design (N = 520 Mturk samples) was used.FindingsThe results of this study show significant main effects of anthropomorphic cues (i.e. degrees of profile picture and naming) in AI chatbots and three-way interactions among humanized profile pictures, naming and business types (utilitarian-centered business vs hedonic-centered business) on consumers’ attitudes toward the AI chatbot, intentions to use the AI chatbot app and intentions to accept the AI chatbot’s recommendation. This indicates that the high level of anthropomorphism generates more positive attitudes toward the AI chatbot and intentions to use the AI chatbot app and to accept the AI chatbot’s recommendation in the hedonic-centered business condition. Moreover, the mediated role of parasocial interaction occurs in this relationship.Originality/valueThis study is the original endeavor to examine the moderating role of business types influencing the effect of anthropomorphism on consumers’ responses, while existing literature overweighted the value of anthropomorphism in AI chatbots without considering the variation of businesses.
目的本文旨在研究人工智能聊天机器人中的拟人化线索(即人性化的个人资料图片和命名程度)与商业类型(以功利为中心的商业与以享乐为中心的企业)之间的关系,即消费者对人工智能聊天机的态度以及使用人工智能聊天程序和接受人工智能聊天器推荐的意图。设计/方法论/方法使用2(人性化的个人资料图片:低[半人形]vs高[全人形])×2(命名:玛丽vs虚拟助理)×2的受试者之间的商业类型:以功利为中心的商业[银行]vs以享乐为中心的商业[咖啡馆])设计的在线实验(N=520 Mturk样本)。研究结果表明,人工智能聊天机器人中的拟人化线索(即个人资料图片和命名的程度)以及人性化个人资料图片、命名和商业类型之间的三方互动(以功利为中心的商业与以享乐为中心的商业)对消费者对人工智能聊天机的态度产生了显著的主要影响,使用AI聊天机器人应用程序的意图以及接受AI聊天机器人推荐的意图。这表明,高度的拟人化对人工智能聊天机器人产生了更积极的态度,以及在以享乐为中心的商业条件下使用人工智能聊天应用程序和接受人工智能聊天程序推荐的意图。此外,准社会互动的中介作用也发生在这种关系中。独创性/价值这项研究最初试图检验商业类型对拟人化对消费者反应影响的调节作用,而现有文献在没有考虑商业差异的情况下高估了人工智能聊天机器人中拟人化的价值。
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引用次数: 1
The impact of social media use on customer experiences within physical service environments 在实体服务环境中使用社交媒体对客户体验的影响
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-06-06 DOI: 10.1108/jsm-05-2022-0151
Raechel Johns, M. Walsh, Naomi F. Dale
PurposeTo understand the impact of mobile social media use on absorption within the customer experience, and overall engagement with the physical service context, a qualitative research study was undertaken. In particular, this study aims to understand the impact of mobile technology use on service engagement by tourists.Design/methodology/approachIn this study, two groups of tourists were sent to a zoo wildlife lodge for one night. Half the group were permitted to use social media during their stay while the other half were instructed to refrain from actively using their social media accounts for the duration of their visit. The following day, in-depth qualitative interviews were conducted with each couple to explore how the use of social media or refraining from social media use impacted on their absorption within the service customer experience.FindingsThe findings suggest that engagement with their physical surroundings and the overall customer experience was increased when refraining from social media; however, respondents marketed the tourism provider enthusiastically when using mobile social media during their stay, compared with the group that was not using social media during the stay.Research limitations/implicationsDespite a relatively small sample, a series of recommendations for service researchers and service providers have been generated through this research. For example, the methodology used can provide new ideas for researchers seeking to explore service customer experiences and engagement with the physical context. Service providers can also use recommendations around device free days to provide more immersive service customer experiences.Originality/valueResearch within marketing typically does not use quasi-experimental design or paired interviews, as used in this study. Furthermore, the understanding of the impact of mobile social media use on engagement with a physical service environment has received very little attention in the academic literature.
目的为了了解移动社交媒体的使用对客户体验的吸收以及对实体服务环境的整体参与的影响,进行了一项定性研究。特别是,本研究旨在了解移动技术的使用对游客服务参与的影响。设计/方法/方法在这项研究中,两组游客被送到动物园的野生动物小屋过夜。其中一半被允许在逗留期间使用社交媒体,另一半被指示在访问期间不要积极使用社交媒体账户。第二天,对每对夫妇进行了深入的定性采访,探讨使用社交媒体或避免使用社交媒体如何影响他们对服务客户体验的吸收。调查结果表明,当不使用社交媒体时,他们对周围环境的参与度和整体客户体验都会增加;然而,与在逗留期间不使用社交媒体的群体相比,受访者在逗留期间使用移动社交媒体时热情地推销旅游提供商。研究局限性/含义尽管样本相对较小,但通过这项研究,已经为服务研究人员和服务提供商提出了一系列建议。例如,所使用的方法可以为寻求探索服务客户体验和物理环境参与度的研究人员提供新的想法。服务提供商还可以在无设备日前后使用推荐,以提供更身临其境的服务客户体验。原创性/价值营销研究通常不使用本研究中使用的准实验设计或配对访谈。此外,关于移动社交媒体的使用对物理服务环境的影响的理解在学术文献中很少受到关注。
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引用次数: 0
Too real? The conflicting roles of adaptation and authenticity in intercultural service encounters 太真实了吗?适应和真实性在跨文化服务遭遇中的冲突角色
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-06-06 DOI: 10.1108/jsm-07-2022-0254
A. Tariq, M. Lorenz, W. Thompson
PurposeIntercultural service encounters (ICSEs) often require adaptation to the customer’s culture, thereby risking a reduction in the cultural authenticity of the experience. This study aims to research the optimum level of adaptation of an ICSE needed to achieve desired authenticity perceptions for positive consumer outcomes. The study also identifies the influence of generational cohorts and cultural competencies on developing such positive consumer outcomes.Design/methodology/approachThe study uses two scenario-based experiments depicting low, moderate and high levels of adaptation to an ICSE.FindingsConsumers prefer a cultural experience with a moderate level of adaptation to achieve the highest level of satisfaction and loyalty intentions. Perceived authenticity mediates the effect of adaptation on outcomes, with the generational stage (Study 1) and cultural competencies (Study 2) further influencing the relationship.Originality/valueICSEs and consumers’ desire for such cultural experiences are increasingly becoming a part of everyday consumption. Guided by social judgment theory, this study explores how two value-adding, yet conflicting tenants of successful ICSEs, cultural authenticity and adaptation, influence positive consumer outcomes.
目的跨文化服务体验(ICSE)通常需要适应客户的文化,从而有可能降低体验的文化真实性。本研究旨在研究ICSE的最佳适应水平,以实现对积极消费者结果的真实性感知。该研究还确定了代际群体和文化能力对发展这种积极的消费者结果的影响。设计/方法/方法该研究使用了两个基于场景的实验,分别描述了对ICSE的低、中、高适应水平。发现消费者更喜欢适度适应的文化体验,以实现最高水平的满意度和忠诚度。感知的真实性介导了适应对结果的影响,代际阶段(研究1)和文化能力(研究2)进一步影响了这种关系。创意/价值ICSE和消费者对这种文化体验的渴望正日益成为日常消费的一部分。在社会判断理论的指导下,本研究探讨了成功的ICSE的两个增值但相互冲突的租户,即文化真实性和适应性,如何影响积极的消费者结果。
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引用次数: 0
期刊
Journal of Services Marketing
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