Pub Date : 2023-09-05DOI: 10.1177/10946705231198024
Leonard L. Berry, M. Yadav, Michael K. Hole
Healthcare in the United States has reached a point where it is unsustainable for the long term, particularly for the poor, the elderly, and healthcare workers (HCWs) themselves. We propose a framework for making U.S. healthcare more sustainable, whereby the service returns to its core mission of healing. The framework casts that healing mission in broadly applicable, practical terms, whereby leaders of healthcare organizations and in the wider for-profit, not-for-profit, and governmental healthcare ecosystem take concrete steps to improve outcomes for patients and HCWs. Those steps involve aligning healthcare resources, incentives, and policies with the core mission of healing and then implementing change in specific ways that particular organizations have already shown are achievable and sustainable. We use those examples to illustrate how healing-oriented innovations in healthcare delivery get deployed and how progress toward sustainability then ensues. Lessons from these efforts can be tailored to individual healthcare contexts and institutions—and then applied on a national scale. The discussed initiatives can also guide the direction of future research on healthcare sustainability.
{"title":"Reclaiming Healthcare’s Healing Mission for a Sustainable Future","authors":"Leonard L. Berry, M. Yadav, Michael K. Hole","doi":"10.1177/10946705231198024","DOIUrl":"https://doi.org/10.1177/10946705231198024","url":null,"abstract":"Healthcare in the United States has reached a point where it is unsustainable for the long term, particularly for the poor, the elderly, and healthcare workers (HCWs) themselves. We propose a framework for making U.S. healthcare more sustainable, whereby the service returns to its core mission of healing. The framework casts that healing mission in broadly applicable, practical terms, whereby leaders of healthcare organizations and in the wider for-profit, not-for-profit, and governmental healthcare ecosystem take concrete steps to improve outcomes for patients and HCWs. Those steps involve aligning healthcare resources, incentives, and policies with the core mission of healing and then implementing change in specific ways that particular organizations have already shown are achievable and sustainable. We use those examples to illustrate how healing-oriented innovations in healthcare delivery get deployed and how progress toward sustainability then ensues. Lessons from these efforts can be tailored to individual healthcare contexts and institutions—and then applied on a national scale. The discussed initiatives can also guide the direction of future research on healthcare sustainability.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"18 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-09-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88276217","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 : 2023-08-25DOI: 10.1177/10946705231198027
Emelie Fröberg, S. Kolesova, S. Rosengren
Service firms are increasingly trying to make their offers more sustainable. In this paper, we contribute to the literature on sustainability in service by investigating the impact of the shopping channel on consumer purchases of alternatives labeled as environmentally and socially sustainable. We theorize that the salience of self-oriented (vs. other-oriented) motives in the online (vs. in-store) channel has a higher fit with self-oriented (vs. other-oriented) benefits signaled by environmental (vs. social) labels, especially for utilitarian (vs. hedonic) products. To test this expectation, we conduct three studies using real-world grocery and beauty retailer datasets that include almost 900,000 purchases either in-store (“bricks”) or online (“clicks”). Using both between-consumer and within-consumer analysis, we find empirical support for our hypotheses. Our conceptual framework and findings suggest that service firms that want to promote environmentally and socially sustainable alternatives will benefit from adapting their strategies to different domains of sustainability labels and shopping channels.
{"title":"Does the Label Fit the Channel? How “Bricks” and “Clicks” Influence Demand for Environmental and Social Sustainability Labels","authors":"Emelie Fröberg, S. Kolesova, S. Rosengren","doi":"10.1177/10946705231198027","DOIUrl":"https://doi.org/10.1177/10946705231198027","url":null,"abstract":"Service firms are increasingly trying to make their offers more sustainable. In this paper, we contribute to the literature on sustainability in service by investigating the impact of the shopping channel on consumer purchases of alternatives labeled as environmentally and socially sustainable. We theorize that the salience of self-oriented (vs. other-oriented) motives in the online (vs. in-store) channel has a higher fit with self-oriented (vs. other-oriented) benefits signaled by environmental (vs. social) labels, especially for utilitarian (vs. hedonic) products. To test this expectation, we conduct three studies using real-world grocery and beauty retailer datasets that include almost 900,000 purchases either in-store (“bricks”) or online (“clicks”). Using both between-consumer and within-consumer analysis, we find empirical support for our hypotheses. Our conceptual framework and findings suggest that service firms that want to promote environmentally and socially sustainable alternatives will benefit from adapting their strategies to different domains of sustainability labels and shopping channels.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"88 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-08-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90620949","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 : 2023-08-25DOI: 10.1177/10946705231194075
Jonah A. Berger, Grant Packard
Communication plays an integral role in service interactions and language shapes how service agents talk to customers, salespeople talk to prospects, and chatbots talk to consumers. But as Danaher, Berry, Howard, Moore, and Attai (2023) note, given healthcare’s impact on quality of life, it’s a particularly important domain to study effective communication. Their useful review and framework should help medical professionals improve patient interactions and encourage future research. That said, one paper can only cover so much ground, and there are several additional areas that deserve further attention. Building on their framework, we offer some additional areas for future work, including how to use language to better understand patients, how communication mediums (e.g., writing vs. speaking or online portals vs. email) shape what gets communicated, and how effective communication depends on the interaction’s goals (e.g., persuasion vs. medical adherence).
{"title":"Commentary: Using Language to Improve Health","authors":"Jonah A. Berger, Grant Packard","doi":"10.1177/10946705231194075","DOIUrl":"https://doi.org/10.1177/10946705231194075","url":null,"abstract":"Communication plays an integral role in service interactions and language shapes how service agents talk to customers, salespeople talk to prospects, and chatbots talk to consumers. But as Danaher, Berry, Howard, Moore, and Attai (2023) note, given healthcare’s impact on quality of life, it’s a particularly important domain to study effective communication. Their useful review and framework should help medical professionals improve patient interactions and encourage future research. That said, one paper can only cover so much ground, and there are several additional areas that deserve further attention. Building on their framework, we offer some additional areas for future work, including how to use language to better understand patients, how communication mediums (e.g., writing vs. speaking or online portals vs. email) shape what gets communicated, and how effective communication depends on the interaction’s goals (e.g., persuasion vs. medical adherence).","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"22 1","pages":"514 - 516"},"PeriodicalIF":12.4,"publicationDate":"2023-08-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82613776","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 : 2023-08-19DOI: 10.1177/10946705231194074
J. Jacobson
{"title":"Commentary: The Bumpy Road to Achieving High-Quality Cancer Conversations","authors":"J. Jacobson","doi":"10.1177/10946705231194074","DOIUrl":"https://doi.org/10.1177/10946705231194074","url":null,"abstract":"","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"32 1","pages":"511 - 513"},"PeriodicalIF":12.4,"publicationDate":"2023-08-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"76219981","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 : 2023-08-18DOI: 10.1177/10946705231195008
Sadrac Cenophat, M. Eisend, Tomás Bayón, A. Haas
The effectiveness of service recovery initiatives has primarily been explained by exchange theories implicitly assuming that the customer desires beneficial relationships. The present research extends studies in this tradition by emphasizing the crucial role of the customer’s vulnerability. Drawing on crisis theory, we argue that the effectiveness of service recovery initiatives is contingent on customer relationship vulnerability (CRV), which is defined as a customer predisposition to psychological harm in relationships with service firms. The findings show that a full-service recovery is not always possible among vulnerable customers. We discuss the implications for theory and service management practice.
{"title":"The Role of Customer Relationship Vulnerability in Service Recovery","authors":"Sadrac Cenophat, M. Eisend, Tomás Bayón, A. Haas","doi":"10.1177/10946705231195008","DOIUrl":"https://doi.org/10.1177/10946705231195008","url":null,"abstract":"The effectiveness of service recovery initiatives has primarily been explained by exchange theories implicitly assuming that the customer desires beneficial relationships. The present research extends studies in this tradition by emphasizing the crucial role of the customer’s vulnerability. Drawing on crisis theory, we argue that the effectiveness of service recovery initiatives is contingent on customer relationship vulnerability (CRV), which is defined as a customer predisposition to psychological harm in relationships with service firms. The findings show that a full-service recovery is not always possible among vulnerable customers. We discuss the implications for theory and service management practice.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"43 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-08-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73029489","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 : 2023-08-12DOI: 10.1177/10946705231194610
L. Berry, Tracey S. Danaher, Sarah G. Moore, Chuck Howard, D. Attai
Any act of communication involves decision-making: what to say, how to say it, what to omit. Our biggest decision in writing “Improving How Clinicians Communicate with Patients: An Integrative Review and Framework” was to focus on the communication of clinicians rather than giving equal attention to patients’ communication. To be sure, patients co-create the healthcare service experience, including its communications, as our article discusses. However, we saw our greatest potential value in helping clinicians envision how they can improve their own communications: verbal, nonverbal, and listening. Our article’s Figure 2 presents the dynamic interplay between clinician and patient communication, a dyad rich with potential for further academic research. Both sides of that dyad merit much more study, and service researchers are well positioned to lead the way. The commentaries by Joseph Jacobson and by Jonah Berger and Grant Packard enrich the content of our paper, and we greatly value their care and thought in responding to it. An experienced medical oncologist, Jacobson has had many emotional, difficult conversations in sharing bad news with patients and family members. It is gratifying that our article resonated with him. Marketing professors Berger and Packard, leading communications researchers, offer excellent suggestions for future work, and we appreciate their affirmative remarks. To extend the dialog, we now reply to those two commentaries.
{"title":"In Reply: Where Reshaping Communications in Healthcare Service Begins","authors":"L. Berry, Tracey S. Danaher, Sarah G. Moore, Chuck Howard, D. Attai","doi":"10.1177/10946705231194610","DOIUrl":"https://doi.org/10.1177/10946705231194610","url":null,"abstract":"Any act of communication involves decision-making: what to say, how to say it, what to omit. Our biggest decision in writing “Improving How Clinicians Communicate with Patients: An Integrative Review and Framework” was to focus on the communication of clinicians rather than giving equal attention to patients’ communication. To be sure, patients co-create the healthcare service experience, including its communications, as our article discusses. However, we saw our greatest potential value in helping clinicians envision how they can improve their own communications: verbal, nonverbal, and listening. Our article’s Figure 2 presents the dynamic interplay between clinician and patient communication, a dyad rich with potential for further academic research. Both sides of that dyad merit much more study, and service researchers are well positioned to lead the way. The commentaries by Joseph Jacobson and by Jonah Berger and Grant Packard enrich the content of our paper, and we greatly value their care and thought in responding to it. An experienced medical oncologist, Jacobson has had many emotional, difficult conversations in sharing bad news with patients and family members. It is gratifying that our article resonated with him. Marketing professors Berger and Packard, leading communications researchers, offer excellent suggestions for future work, and we appreciate their affirmative remarks. To extend the dialog, we now reply to those two commentaries.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"10 1","pages":"517 - 520"},"PeriodicalIF":12.4,"publicationDate":"2023-08-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85214637","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 : 2023-08-07DOI: 10.1177/10946705231194006
Dong Liu, Yanhui Zhao, Guocai Wang, Wyatt A. Schrock, Clay M. Voorhees
Service failure and recovery (SFR) is a well-established area of research that has made considerable progress over the past 30 years. In this study, we used a combination of text mining, co-word analysis, and social network analysis (SNA) to explore the relationships among keywords in SFR research. We analyzed a dataset of 533 SFR articles published between 1990 and 2020, extracting the most frequently used keywords using text-mining techniques. These keywords were then subjected to co-word analysis and SNA to understand the development of themes and topics in SFR research. By examining changes in network centrality measures, we gained insights into the evolution of research in this field. Furthermore, by identifying gaps or disconnections in the keyword networks, we identified future research opportunities related to the impact of service recovery strategies on customer reactions, employee reactions, and firm outcomes, as well as the relationship between customer and employee responses.
{"title":"Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective","authors":"Dong Liu, Yanhui Zhao, Guocai Wang, Wyatt A. Schrock, Clay M. Voorhees","doi":"10.1177/10946705231194006","DOIUrl":"https://doi.org/10.1177/10946705231194006","url":null,"abstract":"Service failure and recovery (SFR) is a well-established area of research that has made considerable progress over the past 30 years. In this study, we used a combination of text mining, co-word analysis, and social network analysis (SNA) to explore the relationships among keywords in SFR research. We analyzed a dataset of 533 SFR articles published between 1990 and 2020, extracting the most frequently used keywords using text-mining techniques. These keywords were then subjected to co-word analysis and SNA to understand the development of themes and topics in SFR research. By examining changes in network centrality measures, we gained insights into the evolution of research in this field. Furthermore, by identifying gaps or disconnections in the keyword networks, we identified future research opportunities related to the impact of service recovery strategies on customer reactions, employee reactions, and firm outcomes, as well as the relationship between customer and employee responses.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"44 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-08-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"91202848","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 : 2023-08-04DOI: 10.1177/10946705231194076
Shelly Ashtar, G. Yom-Tov, A. Rafaeli, Jochen Wirtz
This study introduces affect-as-information theory to the service encounter, integrates it with the peak and end model of affect, and thereby shows that these dynamic customer and employee affective displays can be used to estimate post-encounter customer satisfaction. A large-scale dataset of 23,645 real-life text-based (i.e., chat) service encounters with a total of 301,280 genuine messages written by customers and employees were used to test our hypotheses. Automatic sentiment analysis was deployed to assess the affective displays of customers and employees in every individual text message as a service encounter unfolded. Our findings confirm that in addition to customers’ overall (mean) affective display, peak (i.e., highest positive or least negative), and end (final) affective displays explain customer satisfaction. Further, as customer displays may not fully capture their satisfaction process and employees understand the service quality they deliver, we propose and confirm that employee displayed affect explains further variance in customer satisfaction. We also find that the predictive power of affective displays is more pronounced in service failure than non-failure encounters. Together, these findings show that automatic monitoring beyond customer overall affect (i.e., adding customer peak and end, and employee affective displays) can expedite the evaluation of customer satisfaction.
{"title":"Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction","authors":"Shelly Ashtar, G. Yom-Tov, A. Rafaeli, Jochen Wirtz","doi":"10.1177/10946705231194076","DOIUrl":"https://doi.org/10.1177/10946705231194076","url":null,"abstract":"This study introduces affect-as-information theory to the service encounter, integrates it with the peak and end model of affect, and thereby shows that these dynamic customer and employee affective displays can be used to estimate post-encounter customer satisfaction. A large-scale dataset of 23,645 real-life text-based (i.e., chat) service encounters with a total of 301,280 genuine messages written by customers and employees were used to test our hypotheses. Automatic sentiment analysis was deployed to assess the affective displays of customers and employees in every individual text message as a service encounter unfolded. Our findings confirm that in addition to customers’ overall (mean) affective display, peak (i.e., highest positive or least negative), and end (final) affective displays explain customer satisfaction. Further, as customer displays may not fully capture their satisfaction process and employees understand the service quality they deliver, we propose and confirm that employee displayed affect explains further variance in customer satisfaction. We also find that the predictive power of affective displays is more pronounced in service failure than non-failure encounters. Together, these findings show that automatic monitoring beyond customer overall affect (i.e., adding customer peak and end, and employee affective displays) can expedite the evaluation of customer satisfaction.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"16 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-08-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"75554858","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 : 2023-08-02DOI: 10.1177/10946705231190872
Fu Yang, Zihan Zhou, Xiaoyu Huang
As a normative and ubiquitous nuisance in the service industry, customer mistreatment has received extensive attention for its profound impacts on front-line employees’ (FLEs) lagged reactions. Drawing upon the Conservation of Resources theory, our results of multilevel path analysis reveal that FLEs encountering daily customer mistreatment experience poor nightly sleep quality, which in turn drives them away from next-day customer-oriented prosocial behavior. These predictions are further contingent upon the levels of service rule commitment, defined as FLEs’ commitment to organizational service rules. In Study 2 and Study 3, we replicate the findings of Study 1 and expand the range of outcomes to cast FLEs’ turnover intention as another consequence triggered by customer mistreatment on the previous day. Furthermore, we incorporate optimal rule control and empathetic leadership into our analyses to propose the three-way interactions. The results unpack that the aggravating effect of high service rule commitment on the relationship between customer mistreatment and nightly sleep quality is buffered when rule control is optimal or when empathetic leadership is high. Taken together, our findings uncover the spillover-depleting effects of daily customer mistreatment and how the strength of such process is bound by personal and contextual factors.
{"title":"A Lagged Experience Sampling Methodology Study on Spillover Effects of Customer Mistreatment","authors":"Fu Yang, Zihan Zhou, Xiaoyu Huang","doi":"10.1177/10946705231190872","DOIUrl":"https://doi.org/10.1177/10946705231190872","url":null,"abstract":"As a normative and ubiquitous nuisance in the service industry, customer mistreatment has received extensive attention for its profound impacts on front-line employees’ (FLEs) lagged reactions. Drawing upon the Conservation of Resources theory, our results of multilevel path analysis reveal that FLEs encountering daily customer mistreatment experience poor nightly sleep quality, which in turn drives them away from next-day customer-oriented prosocial behavior. These predictions are further contingent upon the levels of service rule commitment, defined as FLEs’ commitment to organizational service rules. In Study 2 and Study 3, we replicate the findings of Study 1 and expand the range of outcomes to cast FLEs’ turnover intention as another consequence triggered by customer mistreatment on the previous day. Furthermore, we incorporate optimal rule control and empathetic leadership into our analyses to propose the three-way interactions. The results unpack that the aggravating effect of high service rule commitment on the relationship between customer mistreatment and nightly sleep quality is buffered when rule control is optimal or when empathetic leadership is high. Taken together, our findings uncover the spillover-depleting effects of daily customer mistreatment and how the strength of such process is bound by personal and contextual factors.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"2 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-08-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85595825","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 : 2023-08-01DOI: 10.1177/10946705231190873
Wafa Hammedi, T. Leclercq, Nadia Steils
Despite the popularity of gamification to improve the quality of experience in a variety of services, there is a lack of evidence on its effective integration into service design and the long-term impact of repeated gamified activities on customer experience. Using 10 studies, including behavioral data, survey, field, and laboratory experiments, this research investigates the effects of repeated gamified activities on customer experience quality and behavioral engagement. We examine the phenomenon through the lens of satiation theory, which explains the declining enjoyment for initially pleasurable activities. Supported by this theory, our results show evidence for a negative impact of gamified services that are highly repeated on experience quality and behavioral engagement. Further, we demonstrate strategies to compensate for such satiation by introducing mechanism and reward variety, a recovery period, and a sense of being near-to-winning. This research makes theoretical and managerial contributions by showing the potential backfire effects of gamification when gamified activities are repeated. Furthermore, this paper feeds the ongoing debate on standardization and personalization of service experiences. This paper demonstrates how high exposure to the same service experience can become counterproductive and increase risks of satiation.
{"title":"Gamification Myopia: Satiation Effects in Gamified Activities","authors":"Wafa Hammedi, T. Leclercq, Nadia Steils","doi":"10.1177/10946705231190873","DOIUrl":"https://doi.org/10.1177/10946705231190873","url":null,"abstract":"Despite the popularity of gamification to improve the quality of experience in a variety of services, there is a lack of evidence on its effective integration into service design and the long-term impact of repeated gamified activities on customer experience. Using 10 studies, including behavioral data, survey, field, and laboratory experiments, this research investigates the effects of repeated gamified activities on customer experience quality and behavioral engagement. We examine the phenomenon through the lens of satiation theory, which explains the declining enjoyment for initially pleasurable activities. Supported by this theory, our results show evidence for a negative impact of gamified services that are highly repeated on experience quality and behavioral engagement. Further, we demonstrate strategies to compensate for such satiation by introducing mechanism and reward variety, a recovery period, and a sense of being near-to-winning. This research makes theoretical and managerial contributions by showing the potential backfire effects of gamification when gamified activities are repeated. Furthermore, this paper feeds the ongoing debate on standardization and personalization of service experiences. This paper demonstrates how high exposure to the same service experience can become counterproductive and increase risks of satiation.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"1 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85084247","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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