Pub Date : 2024-09-10DOI: 10.1177/10946705241278842
Heekyung Lee, Youjae Yi
Our study departs from existing research, which primarily focuses on the benefits of automated social presence in customer service. Instead, we investigate the potential downsides of a service robot’s social presence in marketing persuasion, particularly its influence on consumers’ use of persuasion knowledge. Across five experiments, we aim to: (1) identify factors affecting the social presence of a salesclerk as a persuasion agent (type of service provider, persuasive intent, and robot appearance); and (2) reveal that anthropomorphized service robots in persuasion contexts lead to a decrease in perceived salesclerk sincerity (i.e., social presence effect), ultimately impacting consumer attitudes and behaviors. Additionally, we explore the mechanism behind the social presence effect by examining the moderating role of consumers’ dispositional persuasion knowledge. By applying the persuasion knowledge model to robot-mediated service encounters, this research offers valuable insights into the potential drawbacks of using anthropomorphic robots for marketing persuasion in service relationships.
{"title":"Humans Vs. Service Robots as Social Actors in Persuasion Settings","authors":"Heekyung Lee, Youjae Yi","doi":"10.1177/10946705241278842","DOIUrl":"https://doi.org/10.1177/10946705241278842","url":null,"abstract":"Our study departs from existing research, which primarily focuses on the benefits of automated social presence in customer service. Instead, we investigate the potential downsides of a service robot’s social presence in marketing persuasion, particularly its influence on consumers’ use of persuasion knowledge. Across five experiments, we aim to: (1) identify factors affecting the social presence of a salesclerk as a persuasion agent (type of service provider, persuasive intent, and robot appearance); and (2) reveal that anthropomorphized service robots in persuasion contexts lead to a decrease in perceived salesclerk sincerity (i.e., social presence effect), ultimately impacting consumer attitudes and behaviors. Additionally, we explore the mechanism behind the social presence effect by examining the moderating role of consumers’ dispositional persuasion knowledge. By applying the persuasion knowledge model to robot-mediated service encounters, this research offers valuable insights into the potential drawbacks of using anthropomorphic robots for marketing persuasion in service relationships.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"16 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-09-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142206397","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-09-07DOI: 10.1177/10946705241271337
Paolo Antonetti, Ilaria Baghi
Evidence shows that, in the aftermath of cyberattacks, organizations usually accept responsibility for having failed to protect stakeholders’ data more effectively. While this strategy is reasonable in many circumstances, research suggests that it would be unsuitable in situations where the data breach is caused exclusively by criminal actors, what scholars refer to as a “victim crisis.” We argue that, in this type of situations, organizations can apologize while claiming victimhood. We present a model of moderated mediation explaining the persuasiveness of this strategy as a response to cyberattacks. In five experiments, we show that an apology claiming victimhood outperforms an apology accepting or rejecting responsibility. However, claiming victimhood is effective only when evidence of harm is provided and when the organization cannot be construed as being partly responsible for the attack. Furthermore, claiming victimhood is more effective if the focal organization is perceived as virtuous and the cybercriminal as very competent. The study contributes to the literature on service failure and recovery by offering the first account of how claims of victimhood can be deployed effectively. Furthermore, the study raises important managerial implications by proposing a novel communication strategy that can be deployed in the aftermath of cyberattacks.
{"title":"Responding to Cyberattacks: The Persuasiveness of Claiming Victimhood","authors":"Paolo Antonetti, Ilaria Baghi","doi":"10.1177/10946705241271337","DOIUrl":"https://doi.org/10.1177/10946705241271337","url":null,"abstract":"Evidence shows that, in the aftermath of cyberattacks, organizations usually accept responsibility for having failed to protect stakeholders’ data more effectively. While this strategy is reasonable in many circumstances, research suggests that it would be unsuitable in situations where the data breach is caused exclusively by criminal actors, what scholars refer to as a “victim crisis.” We argue that, in this type of situations, organizations can apologize while claiming victimhood. We present a model of moderated mediation explaining the persuasiveness of this strategy as a response to cyberattacks. In five experiments, we show that an apology claiming victimhood outperforms an apology accepting or rejecting responsibility. However, claiming victimhood is effective only when evidence of harm is provided and when the organization cannot be construed as being partly responsible for the attack. Furthermore, claiming victimhood is more effective if the focal organization is perceived as virtuous and the cybercriminal as very competent. The study contributes to the literature on service failure and recovery by offering the first account of how claims of victimhood can be deployed effectively. Furthermore, the study raises important managerial implications by proposing a novel communication strategy that can be deployed in the aftermath of cyberattacks.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"22 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-09-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142206396","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-08-28DOI: 10.1177/10946705241278837
Shaohui Lei, Lishan Xie, Jiamin Peng
Recent research has shown that consumers tend to behave more unethically when encountering artificial intelligence (AI) agents than with human agents. Nevertheless, few studies have explored the differential impact of AI agents on unethical consumer behavior. From the perspective of the power relationship between AI and consumers, we classify the role of an AI agent as that of a “servant” or “partner.” Across one field study and four scenario-based experiments (offline and online), we reveal that consumers are more likely to engage in unethical behavior when encountering servant AI agents than partner AI agents due to increased anticipatory moral disengagement. We also identify the boundary conditions for the moral disengagement effect of AI agents, finding that this effect is attenuated (a) among consumers with high moral identity, (b) with human-like AI agents, and (c) in the context of high behavioral visibility. This research provides new insight into the AI morality literature and has practical implications for service agencies using AI agents.
{"title":"Unethical Consumer Behavior Following Artificial Intelligence Agent Encounters: The Differential Effect of AI Agent Roles and its Boundary Conditions","authors":"Shaohui Lei, Lishan Xie, Jiamin Peng","doi":"10.1177/10946705241278837","DOIUrl":"https://doi.org/10.1177/10946705241278837","url":null,"abstract":"Recent research has shown that consumers tend to behave more unethically when encountering artificial intelligence (AI) agents than with human agents. Nevertheless, few studies have explored the differential impact of AI agents on unethical consumer behavior. From the perspective of the power relationship between AI and consumers, we classify the role of an AI agent as that of a “servant” or “partner.” Across one field study and four scenario-based experiments (offline and online), we reveal that consumers are more likely to engage in unethical behavior when encountering servant AI agents than partner AI agents due to increased anticipatory moral disengagement. We also identify the boundary conditions for the moral disengagement effect of AI agents, finding that this effect is attenuated (a) among consumers with high moral identity, (b) with human-like AI agents, and (c) in the context of high behavioral visibility. This research provides new insight into the AI morality literature and has practical implications for service agencies using AI agents.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"1 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142206401","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-08-27DOI: 10.1177/10946705241274128
Per Skålén
The idea of conceptualizing services as a type of discrete entity that are different from goods provided the initial conceptual foundation of service research. Today, this foundation has been denounced and replaced by the service-dominant logic (SDL), which suggests that service is a logic reffering to how resources are integrated by actors in order to cocreate value-in-use. However, researchers and practitioners still commonly refer to services as a type of discrete entity. To facilitate the understanding of services, this paper develops a services-as-practices (SaP) framework consisting of six propositions. Key to the SaP framework is the fact that services are conceptualized as bundles of value cocreation practices (VCPs). These VCPs are organized and recurring activities that are intended to cocreate value, but they can also codestroy (i.e., diminish) value when performed. The SaP framework contributes to service research by developing: (1) a novel conceptualization of services that realizes the long-lasting opportunity to understand services-as-activities, (2) a novel conceptualization of value that aligns theoretically with this understanding of services, and (3) the service research discipline as a whole. The latter contribution is accomplished by revising the notion of services as a type of discrete entity in such a way that a fruitful alternative perspective to focusing on service as a logic along the lines of the SDL is achieved. The SaP framework also provides practitioners with a novel perspective as regards understanding, managing, and developing services.
{"title":"A Framework of Services-as-Practices","authors":"Per Skålén","doi":"10.1177/10946705241274128","DOIUrl":"https://doi.org/10.1177/10946705241274128","url":null,"abstract":"The idea of conceptualizing services as a type of discrete entity that are different from goods provided the initial conceptual foundation of service research. Today, this foundation has been denounced and replaced by the service-dominant logic (SDL), which suggests that service is a logic reffering to how resources are integrated by actors in order to cocreate value-in-use. However, researchers and practitioners still commonly refer to services as a type of discrete entity. To facilitate the understanding of services, this paper develops a services-as-practices (SaP) framework consisting of six propositions. Key to the SaP framework is the fact that services are conceptualized as bundles of value cocreation practices (VCPs). These VCPs are organized and recurring activities that are intended to cocreate value, but they can also codestroy (i.e., diminish) value when performed. The SaP framework contributes to service research by developing: (1) a novel conceptualization of services that realizes the long-lasting opportunity to understand services-as-activities, (2) a novel conceptualization of value that aligns theoretically with this understanding of services, and (3) the service research discipline as a whole. The latter contribution is accomplished by revising the notion of services as a type of discrete entity in such a way that a fruitful alternative perspective to focusing on service as a logic along the lines of the SDL is achieved. The SaP framework also provides practitioners with a novel perspective as regards understanding, managing, and developing services.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"3 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-08-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142206398","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-07-25DOI: 10.1177/10946705241265753
Saifeddin Alimamy, Timothy Jung
In the rapidly evolving landscape of metaverse technologies, the potential for enhancing service interactions is immense. However, many of these technologies fall short in offering context-driven and customizable experiences. This paper proposes that AR Cloud (ARC), a novel external metaverse technology can bridge this gap. ARC stands out by enabling real-time interactions, fostering contextual awareness, ensuring high content flexibility, promoting social engagement, and delivering personalized experiences. We present a conceptual model that juxtaposes ARC with established metaverse augmentation technologies, such as lifelogging and augmented reality. Our discussion focuses on the transformative impact of ARC on the value co-creation process, emphasizing the enhanced well-being outcomes—both hedonic and eudemonic—that arise from ARC-powered service interactions. We conclude by charting a course for future research on ARC, touching upon its attributes, potential moderating variables, its role in sustained value co-creation, and the potential service outcomes it could support.
{"title":"The AR Cloud: Navigating Metaverse Augmentation Technologies for Enhanced Co-Creation of Value Within Services","authors":"Saifeddin Alimamy, Timothy Jung","doi":"10.1177/10946705241265753","DOIUrl":"https://doi.org/10.1177/10946705241265753","url":null,"abstract":"In the rapidly evolving landscape of metaverse technologies, the potential for enhancing service interactions is immense. However, many of these technologies fall short in offering context-driven and customizable experiences. This paper proposes that AR Cloud (ARC), a novel external metaverse technology can bridge this gap. ARC stands out by enabling real-time interactions, fostering contextual awareness, ensuring high content flexibility, promoting social engagement, and delivering personalized experiences. We present a conceptual model that juxtaposes ARC with established metaverse augmentation technologies, such as lifelogging and augmented reality. Our discussion focuses on the transformative impact of ARC on the value co-creation process, emphasizing the enhanced well-being outcomes—both hedonic and eudemonic—that arise from ARC-powered service interactions. We conclude by charting a course for future research on ARC, touching upon its attributes, potential moderating variables, its role in sustained value co-creation, and the potential service outcomes it could support.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"19 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-07-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141774172","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-07-20DOI: 10.1177/10946705241266971
Essi Pöyry, Jani Holopainen, Petri Parvinen, Osmo Mattila, Tuure Tuunanen
Immersive technologies like virtual reality (VR) provide new opportunities to augment service encounters by supporting customer–service agent collaboration and problem-solving. Guided by the value cocreation and service technology infusion literature, a design science research (DSR) study is carried out with three iteratively developed versions of a VR application used to make decisions about forest management services. The aim is to develop design principles (DPs) for physical VR technology-infused service encounters. DSR produces unique knowledge on how a VR solution affects customer–service agent collaboration. In each development cycle, the problem–solution fit is evaluated, and emerging problems are addressed in the following DSR cycles. Based on interviews ( N = 127) with customers and service agents of a forest management service company conducted during the DSR cycles, we show that VR technology solutions support collaboration and problem-solving in knowledge-intensive service encounters by invoking dialogue difficult to generate otherwise—especially when decision-makers are novices and service outcomes are physical and irreversible. We present three new DPs that help conceptualize how collaborative service encounters can be improved by using a developing VR technology: (1) the principle of empowerment, (2) the principle of focus, and (3) the principle of guided decision-making.
{"title":"Design Principles for Virtual Reality Applications Used in Collaborative Service Encounters","authors":"Essi Pöyry, Jani Holopainen, Petri Parvinen, Osmo Mattila, Tuure Tuunanen","doi":"10.1177/10946705241266971","DOIUrl":"https://doi.org/10.1177/10946705241266971","url":null,"abstract":"Immersive technologies like virtual reality (VR) provide new opportunities to augment service encounters by supporting customer–service agent collaboration and problem-solving. Guided by the value cocreation and service technology infusion literature, a design science research (DSR) study is carried out with three iteratively developed versions of a VR application used to make decisions about forest management services. The aim is to develop design principles (DPs) for physical VR technology-infused service encounters. DSR produces unique knowledge on how a VR solution affects customer–service agent collaboration. In each development cycle, the problem–solution fit is evaluated, and emerging problems are addressed in the following DSR cycles. Based on interviews ( N = 127) with customers and service agents of a forest management service company conducted during the DSR cycles, we show that VR technology solutions support collaboration and problem-solving in knowledge-intensive service encounters by invoking dialogue difficult to generate otherwise—especially when decision-makers are novices and service outcomes are physical and irreversible. We present three new DPs that help conceptualize how collaborative service encounters can be improved by using a developing VR technology: (1) the principle of empowerment, (2) the principle of focus, and (3) the principle of guided decision-making.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"94 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-07-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141737753","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-06-24DOI: 10.1177/10946705241264008
Laura Boman, Lam An, Ganga S. Urumutta Hewage, Jonathan Hasford
Paratextual communication methods, such as the use of emojis and other visual messaging cues, offer firms a unique opportunity to repair relationships with consumers after brand failures. The current research demonstrates that visual messaging cues associated with lower perceived movement lead to greater brand loyalty relative to more dynamic cues in response to brand failure. Across five studies, we show that lower perceived movement in visual messaging cues leads to more favorable consumer outcomes (e.g., subsequent real choice behavior and brand loyalty intentions). This effect is mediated by brand trust. Furthermore, we examine theoretically and practically relevant boundary conditions. The findings presented offer theoretical contributions to research on visual communication cues in brand recovery contexts. Additionally, the current research provides managerially relevant insights for communication strategies during recovery.
{"title":"Steady Hand at the Wheel: How Perceived Movement Influences Consumer Responses to Brand Failures","authors":"Laura Boman, Lam An, Ganga S. Urumutta Hewage, Jonathan Hasford","doi":"10.1177/10946705241264008","DOIUrl":"https://doi.org/10.1177/10946705241264008","url":null,"abstract":"Paratextual communication methods, such as the use of emojis and other visual messaging cues, offer firms a unique opportunity to repair relationships with consumers after brand failures. The current research demonstrates that visual messaging cues associated with lower perceived movement lead to greater brand loyalty relative to more dynamic cues in response to brand failure. Across five studies, we show that lower perceived movement in visual messaging cues leads to more favorable consumer outcomes (e.g., subsequent real choice behavior and brand loyalty intentions). This effect is mediated by brand trust. Furthermore, we examine theoretically and practically relevant boundary conditions. The findings presented offer theoretical contributions to research on visual communication cues in brand recovery contexts. Additionally, the current research provides managerially relevant insights for communication strategies during recovery.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"29 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-06-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141528787","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-05-29DOI: 10.1177/10946705241254735
Natalia Amat-Lefort, Stuart J. Barnes
In today’s busy world, convenience is on the rise. On-demand services (e.g., food delivery services) promise swift solutions to our daily needs. However, limited research explores how service inconveniences (e.g., order cancelations and delays) impact consumer satisfaction, and which factors exacerbate such impact. This study addresses this gap by leveraging text analytics on a dataset of 222,371 user-generated reviews in food delivery platforms. Building on the Model of Service Convenience and Attribution Theory, we hypothesize that when consumers experience an inconvenience, it is not only what happened that matters to them, but also why they think it happened (causal attributions). Given that these two models have not been jointly tested, it is unclear how attributions moderate the effect of different service inconveniences on satisfaction. We present a scalable approach to measure service inconvenience attributions, allowing us to identify not only critical inconveniences but also a new construct: remote support inconvenience. Our results show that when stability or responsibility attributions are present, the effect of inconveniences on satisfaction can be over four or eleven times stronger (−426% and −1,140% from baseline, respectively). These insights contribute to the theoretical understanding of service inconveniences and offer actionable guidance for platforms to improve their services.
{"title":"An Inconvenient Truth: Understanding Service Inconvenience in Digital Platforms","authors":"Natalia Amat-Lefort, Stuart J. Barnes","doi":"10.1177/10946705241254735","DOIUrl":"https://doi.org/10.1177/10946705241254735","url":null,"abstract":"In today’s busy world, convenience is on the rise. On-demand services (e.g., food delivery services) promise swift solutions to our daily needs. However, limited research explores how service inconveniences (e.g., order cancelations and delays) impact consumer satisfaction, and which factors exacerbate such impact. This study addresses this gap by leveraging text analytics on a dataset of 222,371 user-generated reviews in food delivery platforms. Building on the Model of Service Convenience and Attribution Theory, we hypothesize that when consumers experience an inconvenience, it is not only what happened that matters to them, but also why they think it happened (causal attributions). Given that these two models have not been jointly tested, it is unclear how attributions moderate the effect of different service inconveniences on satisfaction. We present a scalable approach to measure service inconvenience attributions, allowing us to identify not only critical inconveniences but also a new construct: remote support inconvenience. Our results show that when stability or responsibility attributions are present, the effect of inconveniences on satisfaction can be over four or eleven times stronger (−426% and −1,140% from baseline, respectively). These insights contribute to the theoretical understanding of service inconveniences and offer actionable guidance for platforms to improve their services.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"44 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141189444","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-05-08DOI: 10.1177/10946705241253016
Anders Gustafsson, Tohid Ghanbarpour
As firms increasingly uncover their activities to key stakeholders through various media, the perception of these activities is becoming more important for firm performance. Traditionally, access to industry-wide databases provides important metrics on customer perceptions of performance, such as customer satisfaction and brand equity. In addition, numerous studies have highlighted firms' innovation-related actions (e.g., R&D spending and patent counts) as critical metrics linked to their financial performance. Perceived Firm Innovation (PFI) emerges as a relatively new and under-studied metric with the potential to impact a firm's financial success. Keiningham et al. are among the pioneers in this area. This commentary views their article as a vital initial step in understanding PFI’s impact. Considering that the service sector accounts for over 70 percent of the GDP in any developed country, service innovation is a broad phenomenon. Given the breadth of the area, we point to the challenge of capturing this phenomenon with a single metric like PFI. We also discuss crucial methodological considerations for future research, including estimation methods, sample size, and financial metrics.
随着企业越来越多地通过各种媒体向主要利益相关者揭示其活动，这些活动的认知度对企业绩效的影响变得越来越重要。传统上，对全行业数据库的访问提供了客户对业绩看法的重要指标，如客户满意度和品牌资产。此外，许多研究都强调，企业的创新相关行动（如研发支出和专利数量）是与其财务业绩相关联的重要指标。企业创新感知（PFI）是一个相对较新且研究不足的指标，有可能影响企业的财务成功。Keiningham 等人是这一领域的先驱之一。本评论认为，他们的文章是了解 PFI 影响的重要第一步。考虑到服务业占发达国家 GDP 的 70% 以上，服务创新是一个广泛的现象。鉴于这一领域的广泛性，我们指出了用 PFI 这样的单一指标来捕捉这一现象所面临的挑战。我们还讨论了未来研究的关键方法考虑因素，包括估算方法、样本大小和财务指标。
{"title":"Customer-Perceived Innovation: Considerations for Financial Performance and Methodological Approaches","authors":"Anders Gustafsson, Tohid Ghanbarpour","doi":"10.1177/10946705241253016","DOIUrl":"https://doi.org/10.1177/10946705241253016","url":null,"abstract":"As firms increasingly uncover their activities to key stakeholders through various media, the perception of these activities is becoming more important for firm performance. Traditionally, access to industry-wide databases provides important metrics on customer perceptions of performance, such as customer satisfaction and brand equity. In addition, numerous studies have highlighted firms' innovation-related actions (e.g., R&D spending and patent counts) as critical metrics linked to their financial performance. Perceived Firm Innovation (PFI) emerges as a relatively new and under-studied metric with the potential to impact a firm's financial success. Keiningham et al. are among the pioneers in this area. This commentary views their article as a vital initial step in understanding PFI’s impact. Considering that the service sector accounts for over 70 percent of the GDP in any developed country, service innovation is a broad phenomenon. Given the breadth of the area, we point to the challenge of capturing this phenomenon with a single metric like PFI. We also discuss crucial methodological considerations for future research, including estimation methods, sample size, and financial metrics.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"17 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-05-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140932804","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-05-07DOI: 10.1177/10946705241248242
Malak El Halabi, Olivier Trendel
Though Humanoid Service Robots are the “holy grail” of robotics, the discomfort, specifically the feelings of eeriness, they elicit in consumers still raises concerns as to their successful implementation in service settings. From a firm’s point of view, the main question revolves around how to integrate humanoid service robots without hurting consumers' repurchase intent as a result of their perceived eeriness. The results of four experiments (including a study involving real interactions), using four distinct humanoid service robots and four different service settings, collectively examine a novel marketing solution which consists of consumers assigning a name to a humanoid service robot. We show that humanoid service robots with customer-assigned names versus no name or store-assigned names increase consumers' repurchase intent. This is because the act of naming simultaneously increases perceived familiarity of the humanoid service robot and control over it, which decrease its perceived eeriness and consequently increase consumers' interaction enjoyment. Altogether, our studies offer theoretical and managerial insights on how engaging consumers in the act of naming can facilitate technological infusion into service frontlines.
{"title":"Just Name it: The Act of Naming Humanoid Service Robots Decreases Perceived Eeriness and Increases Repurchase Intent","authors":"Malak El Halabi, Olivier Trendel","doi":"10.1177/10946705241248242","DOIUrl":"https://doi.org/10.1177/10946705241248242","url":null,"abstract":"Though Humanoid Service Robots are the “holy grail” of robotics, the discomfort, specifically the feelings of eeriness, they elicit in consumers still raises concerns as to their successful implementation in service settings. From a firm’s point of view, the main question revolves around how to integrate humanoid service robots without hurting consumers' repurchase intent as a result of their perceived eeriness. The results of four experiments (including a study involving real interactions), using four distinct humanoid service robots and four different service settings, collectively examine a novel marketing solution which consists of consumers assigning a name to a humanoid service robot. We show that humanoid service robots with customer-assigned names versus no name or store-assigned names increase consumers' repurchase intent. This is because the act of naming simultaneously increases perceived familiarity of the humanoid service robot and control over it, which decrease its perceived eeriness and consequently increase consumers' interaction enjoyment. Altogether, our studies offer theoretical and managerial insights on how engaging consumers in the act of naming can facilitate technological infusion into service frontlines.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"23 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2024-05-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140932675","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"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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