Pub Date : 2023-07-30DOI: 10.1177/10946705231188676
Martin Mende, Maura L. Scott, V. Ubal, Corinne M. K. Hassler, Colleen M. Harmeling, Robert W. Palmatier
Although calls for inclusiveness in services are becoming more vigorous, empirical research on how to design and implement service inclusion for stigmatized consumers remains scant. This paper draws on key questions of personalization (i.e., who personalizes what for whom?) to tailor the (a) source and (b) content of marketing messages in order to better include stigmatized consumers. The authors examine this idea in three experiments in healthcare/well-being settings. In terms of message source, the results show that, in interpersonal interactions, service companies can employ the principle of homophily to better engage stigmatized consumers (Study 1). In contrast, homophily-inspired personalized messages to stigmatized consumers can backfire in the context of consumer-artificial intelligence (AI)-interactions (human-to-avatar interactions; Study 2). Moreover, in terms of message content, Study 3 explores how, and under which conditions, companies can leverage thinking AI versus feeling AI for improved service inclusiveness. Finally, the studies point to anticipated consumer well-being as a crucial mediator driving effective service inclusiveness among stigmatized consumers. The results not only contribute to an emerging theory of service inclusiveness, but also provide service scholars and managers with initial empirical results on the role of AI in inclusive services.
{"title":"Personalized Communication as a Platform for Service Inclusion? Initial Insights Into Interpersonal and AI-Based Personalization for Stigmatized Consumers","authors":"Martin Mende, Maura L. Scott, V. Ubal, Corinne M. K. Hassler, Colleen M. Harmeling, Robert W. Palmatier","doi":"10.1177/10946705231188676","DOIUrl":"https://doi.org/10.1177/10946705231188676","url":null,"abstract":"Although calls for inclusiveness in services are becoming more vigorous, empirical research on how to design and implement service inclusion for stigmatized consumers remains scant. This paper draws on key questions of personalization (i.e., who personalizes what for whom?) to tailor the (a) source and (b) content of marketing messages in order to better include stigmatized consumers. The authors examine this idea in three experiments in healthcare/well-being settings. In terms of message source, the results show that, in interpersonal interactions, service companies can employ the principle of homophily to better engage stigmatized consumers (Study 1). In contrast, homophily-inspired personalized messages to stigmatized consumers can backfire in the context of consumer-artificial intelligence (AI)-interactions (human-to-avatar interactions; Study 2). Moreover, in terms of message content, Study 3 explores how, and under which conditions, companies can leverage thinking AI versus feeling AI for improved service inclusiveness. Finally, the studies point to anticipated consumer well-being as a crucial mediator driving effective service inclusiveness among stigmatized consumers. The results not only contribute to an emerging theory of service inclusiveness, but also provide service scholars and managers with initial empirical results on the role of AI in inclusive services.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"33 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-07-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"87057263","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 : 2023-07-25DOI: 10.1177/10946705231190867
J. Azer, Lorena Blasco-Arcas, M. Alexander
Customers proactively engage with firms’ offerings through behavioral manifestations such as brand-related social media posts, influencing other customers in online networks and, consequently, affecting brand value. With the growth of visually oriented social media platforms, interest has increased in understanding customer engagement behavior (CEB) using visual content. In this paper, we build on CEB, image acts, visual content, and communication theories to conceptualize the Visual Modality of Engagement (VME). Using both field and lab studies, we develop a typology of four distinct positive (experiential, evidential) and negative (mocking, dissuasive) forms of VME and offer empirical evidence revealing they induce different brand-related (purchase intentions, brand evaluation) and other customer-related (willingness to imitate, resharing intentions) outcomes. Additional results also reveal outcomes vary by the interplay of social and brand interactions with the various VME forms. The findings of this research offer guidance to content managers for the development of more effective engagement strategies in social media marketing.
{"title":"Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes","authors":"J. Azer, Lorena Blasco-Arcas, M. Alexander","doi":"10.1177/10946705231190867","DOIUrl":"https://doi.org/10.1177/10946705231190867","url":null,"abstract":"Customers proactively engage with firms’ offerings through behavioral manifestations such as brand-related social media posts, influencing other customers in online networks and, consequently, affecting brand value. With the growth of visually oriented social media platforms, interest has increased in understanding customer engagement behavior (CEB) using visual content. In this paper, we build on CEB, image acts, visual content, and communication theories to conceptualize the Visual Modality of Engagement (VME). Using both field and lab studies, we develop a typology of four distinct positive (experiential, evidential) and negative (mocking, dissuasive) forms of VME and offer empirical evidence revealing they induce different brand-related (purchase intentions, brand evaluation) and other customer-related (willingness to imitate, resharing intentions) outcomes. Additional results also reveal outcomes vary by the interplay of social and brand interactions with the various VME forms. The findings of this research offer guidance to content managers for the development of more effective engagement strategies in social media marketing.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"23 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-07-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"86168955","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 : 2023-07-25DOI: 10.1177/10946705231190871
Silke Bambauer-Sachse, Ashley Young
This paper examines the effects of dynamic pricing versus simple price differentiation for services through price confusion and price unfairness perceptions on price-disadvantaged consumers’ intentions to spread negative word of mouth (WOM); we additionally differentiate between these customers based on specific service purchase frequency. To test our hypotheses regarding price confusion as an important driver of undesirable consumer reactions to differential pricing for services and as a precedent of price unfairness perceptions, we conduct one qualitative study and three quantitative studies. The findings provide key theoretical insights indicating that 1) dynamic pricing leads to more price confusion than simple differential pricing and 2) price confusion triggers price unfairness perceptions that increase consumers’ intentions to spread negative WOM. For frequently purchased services, the pricing tactic’s effects on intentions to spread negative WOM are based mainly on price confusion; for infrequently purchased services, the intentions to spread negative WOM are based primarily on unfairness perceptions. The major managerial insight of our findings is that dynamic pricing should be avoided or limited when there is a high likelihood of reputation damage through negative WOM among price-disadvantaged customers.
{"title":"Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions","authors":"Silke Bambauer-Sachse, Ashley Young","doi":"10.1177/10946705231190871","DOIUrl":"https://doi.org/10.1177/10946705231190871","url":null,"abstract":"This paper examines the effects of dynamic pricing versus simple price differentiation for services through price confusion and price unfairness perceptions on price-disadvantaged consumers’ intentions to spread negative word of mouth (WOM); we additionally differentiate between these customers based on specific service purchase frequency. To test our hypotheses regarding price confusion as an important driver of undesirable consumer reactions to differential pricing for services and as a precedent of price unfairness perceptions, we conduct one qualitative study and three quantitative studies. The findings provide key theoretical insights indicating that 1) dynamic pricing leads to more price confusion than simple differential pricing and 2) price confusion triggers price unfairness perceptions that increase consumers’ intentions to spread negative WOM. For frequently purchased services, the pricing tactic’s effects on intentions to spread negative WOM are based mainly on price confusion; for infrequently purchased services, the intentions to spread negative WOM are based primarily on unfairness perceptions. The major managerial insight of our findings is that dynamic pricing should be avoided or limited when there is a high likelihood of reputation damage through negative WOM among price-disadvantaged customers.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"3 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-07-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74754929","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 : 2023-07-18DOI: 10.1177/10946705231190018
Tracey S. Danaher, L. Berry, Chuck Howard, Sarah G. Moore, D. Attai
Effective communication is crucial in all service contexts, but especially in clinical healthcare, given its high (sometimes life-or-death) stakes. Fine-tuned messaging and personalization are vital to improving patients’ service experiences, their understanding of and adherence to treatment and therapy, and their physical and mental health. This article aims to guide clinicians specifically, and other service providers more generally, in their communication practices, so that they ultimately improve the quality of service they deliver to patients each day. It presents a comprehensive, integrative review and develops a framework for how clinicians communicate with patients by synthesizing findings from presently disconnected literatures in services, psychology, marketing, communications, and medicine. The framework, which elucidates the communication channels (verbal, nonverbal, and listening) clinicians use to convey meaning to patients, can be adapted to other service contexts, especially professional services. An agenda for future research and implications for improving service provider communications are included.
{"title":"Improving How Clinicians Communicate With Patients: An Integrative Review and Framework","authors":"Tracey S. Danaher, L. Berry, Chuck Howard, Sarah G. Moore, D. Attai","doi":"10.1177/10946705231190018","DOIUrl":"https://doi.org/10.1177/10946705231190018","url":null,"abstract":"Effective communication is crucial in all service contexts, but especially in clinical healthcare, given its high (sometimes life-or-death) stakes. Fine-tuned messaging and personalization are vital to improving patients’ service experiences, their understanding of and adherence to treatment and therapy, and their physical and mental health. This article aims to guide clinicians specifically, and other service providers more generally, in their communication practices, so that they ultimately improve the quality of service they deliver to patients each day. It presents a comprehensive, integrative review and develops a framework for how clinicians communicate with patients by synthesizing findings from presently disconnected literatures in services, psychology, marketing, communications, and medicine. The framework, which elucidates the communication channels (verbal, nonverbal, and listening) clinicians use to convey meaning to patients, can be adapted to other service contexts, especially professional services. An agenda for future research and implications for improving service provider communications are included.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"1 1","pages":"493 - 510"},"PeriodicalIF":12.4,"publicationDate":"2023-07-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"79883201","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 : 2023-07-17DOI: 10.1177/10946705231190012
Jin Ho Jung, Jaewon Yoo, Todd J. Arnold, Seongmin Ryu
A frontline employee’s motivational orientation toward the role s/he plays in an organization is an important determinant of the level of service that is ultimately provided to a customer. In this study, we propose and demonstrate that frontline employees possess two different forms of motivational orientation to frame their work in both positive (i.e., approach) and negative (i.e., avoidance) ways. We demonstrate that need satisfaction, or an employee’s fulfilling needs for autonomy, competence, and relatedness, mediates the positive relationship between approach orientation and service performance, as well as the negative relationship between avoidance orientation and service performance. Further, such effects are influenced by both service climate and service climate strength. Our investigation relies on a mixed-method design that develops and uses measures for service climate and service climate strength at the team level (Study One), as well as within a scenario-based experiment to manipulate service climate and service climate strength (Study Two). Results of a meta-analysis are presented to highlight the gap in research related to understanding frontline employee motivational orientation and its influence upon service performance.
{"title":"The Interactive Influence of Frontline Employee Motivational Orientation and Service Climate/Strength Upon Employee Need Satisfaction and Performance","authors":"Jin Ho Jung, Jaewon Yoo, Todd J. Arnold, Seongmin Ryu","doi":"10.1177/10946705231190012","DOIUrl":"https://doi.org/10.1177/10946705231190012","url":null,"abstract":"A frontline employee’s motivational orientation toward the role s/he plays in an organization is an important determinant of the level of service that is ultimately provided to a customer. In this study, we propose and demonstrate that frontline employees possess two different forms of motivational orientation to frame their work in both positive (i.e., approach) and negative (i.e., avoidance) ways. We demonstrate that need satisfaction, or an employee’s fulfilling needs for autonomy, competence, and relatedness, mediates the positive relationship between approach orientation and service performance, as well as the negative relationship between avoidance orientation and service performance. Further, such effects are influenced by both service climate and service climate strength. Our investigation relies on a mixed-method design that develops and uses measures for service climate and service climate strength at the team level (Study One), as well as within a scenario-based experiment to manipulate service climate and service climate strength (Study Two). Results of a meta-analysis are presented to highlight the gap in research related to understanding frontline employee motivational orientation and its influence upon service performance.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"25 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-07-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74481213","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 : 2023-07-12DOI: 10.1177/10946705231188670
Julia A. Fehrer, Joya A. Kemper, Jonathan J. Baker
The circular economy (CE) presents an alternative perspective to the linear take-make-use-dispose model prevalent in industrial value chains. CE envisions economies operating like natural ecosystems—restorative and waste-free, underpinned by principles such as reuse, repair, share, and pay-for-use. Surprisingly, although these principles align with the fundamentals of service management, there is limited scholarly exploration of CE within service research. Leveraging service-dominant logic, this study introduces the concept of circular service ecosystems as ideal types of service ecosystems, regenerative, and embedded within nature, where (material, intellectual, digital and financial) resources flow seamlessly within and between nested systems without creating any waste or leakage. By analyzing 3,178 blogs penned by CE experts over 7 years and conducting in-depth interviews with industry specialists, this study offers two significant contributions. Firstly, it presents a process framework elucidating the transition towards circular service ecosystems. This framework explains the emergence of novel circular solutions and service ecosystem properties through processes of de- and re-institutionalization. Secondly, the study identifies six shaping strategies that actors can apply to drive circular service ecosystem transitions. The study concludes by emphasizing the importance of circular service ecosystems and CE as promising areas for future service research, providing a comprehensive research agenda to explore these areas in depth.
{"title":"Shaping Circular Service Ecosystems","authors":"Julia A. Fehrer, Joya A. Kemper, Jonathan J. Baker","doi":"10.1177/10946705231188670","DOIUrl":"https://doi.org/10.1177/10946705231188670","url":null,"abstract":"The circular economy (CE) presents an alternative perspective to the linear take-make-use-dispose model prevalent in industrial value chains. CE envisions economies operating like natural ecosystems—restorative and waste-free, underpinned by principles such as reuse, repair, share, and pay-for-use. Surprisingly, although these principles align with the fundamentals of service management, there is limited scholarly exploration of CE within service research. Leveraging service-dominant logic, this study introduces the concept of circular service ecosystems as ideal types of service ecosystems, regenerative, and embedded within nature, where (material, intellectual, digital and financial) resources flow seamlessly within and between nested systems without creating any waste or leakage. By analyzing 3,178 blogs penned by CE experts over 7 years and conducting in-depth interviews with industry specialists, this study offers two significant contributions. Firstly, it presents a process framework elucidating the transition towards circular service ecosystems. This framework explains the emergence of novel circular solutions and service ecosystem properties through processes of de- and re-institutionalization. Secondly, the study identifies six shaping strategies that actors can apply to drive circular service ecosystem transitions. The study concludes by emphasizing the importance of circular service ecosystems and CE as promising areas for future service research, providing a comprehensive research agenda to explore these areas in depth.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"16 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-07-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"81728950","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 : 2023-07-03DOI: 10.1177/10946705231184610
Deirdre O’Loughlin, Johanna Gummerus, C. Kelleher
Transformative Service Research (TSR) highlights the fundamental importance of resource integration for consumer well-being. However, recent research suggests that resource integration can be problematic and imperfect, particularly for vulnerable consumers with complex and ongoing resource requirements. Such vulnerable consumers may face transition challenges and end up in an uncertain “in-between” experience of liminality, where the linkage to resource integration remains under-researched. In response to recent service prioritization challenges, we explore how vulnerable actors experience liminality and resource integration in service systems. The vulnerable actors highlighted in this study are parents in families of children with life-long conditions (e.g., autism spectrum disorder/ASD and Down syndrome). We reveal a new form of liminality as a persistent, relational phenomenon that interdependent vulnerable actors with ongoing complex resource needs collectively experienced within service systems. Further, we identify the dynamics of persistent liminality as Precipitating, Subsisting, and Resisting. Finally, in line with TSR, we shed light on the resource constraints that decrease the well-being of vulnerable consumers. We also identify implications for theory, practice, and future research.
{"title":"It Never Ends: Vulnerable Consumers’ Experiences of Persistent Liminality and Resource (Mis)Integration","authors":"Deirdre O’Loughlin, Johanna Gummerus, C. Kelleher","doi":"10.1177/10946705231184610","DOIUrl":"https://doi.org/10.1177/10946705231184610","url":null,"abstract":"Transformative Service Research (TSR) highlights the fundamental importance of resource integration for consumer well-being. However, recent research suggests that resource integration can be problematic and imperfect, particularly for vulnerable consumers with complex and ongoing resource requirements. Such vulnerable consumers may face transition challenges and end up in an uncertain “in-between” experience of liminality, where the linkage to resource integration remains under-researched. In response to recent service prioritization challenges, we explore how vulnerable actors experience liminality and resource integration in service systems. The vulnerable actors highlighted in this study are parents in families of children with life-long conditions (e.g., autism spectrum disorder/ASD and Down syndrome). We reveal a new form of liminality as a persistent, relational phenomenon that interdependent vulnerable actors with ongoing complex resource needs collectively experienced within service systems. Further, we identify the dynamics of persistent liminality as Precipitating, Subsisting, and Resisting. Finally, in line with TSR, we shed light on the resource constraints that decrease the well-being of vulnerable consumers. We also identify implications for theory, practice, and future research.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"19 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90167027","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 : 2023-06-22DOI: 10.1177/10946705231185177
Alessia Anzivino, S. Nenonen, R. Sebastiani
Multiple research efforts are currently unfolding to advance the wide-scale sustainability transformation of services and service ecosystems to address the United Nations Sustainable Development Goals (SDGs). While “how” to create service ecosystems and “whom” and “what” these service ecosystems serve have been receiving increasing scholarly attention, current research leaves the “where” question relatively underexplored. Thus, precise theoretical conceptualizations of the role of spaces and places in sustainable service ecosystem design (SED) are lacking. By longitudinally investigating two in-depth case studies, we illuminate the spatial aspects of sustainable SED. Our findings suggest five spatial mechanisms that enlighten how sustainable SED unfolds in relation to spaces and places. We also identify three tensions that affect the implementation of sustainable SED, each tension having both enabling and constraining manifestations. The study contributes to the service research on sustainability by illuminating the previously under-researched spatial aspects of sustainable SED. Results have implications for a broad set of actors involved in sustainable SED, providing advice on how to design new and utilize existing spaces and places to maximize their potential in addressing sustainability challenges.
{"title":"Uncovering the Hidden “Where” of Sustainable Service Ecosystems: The Role of Spaces and Places","authors":"Alessia Anzivino, S. Nenonen, R. Sebastiani","doi":"10.1177/10946705231185177","DOIUrl":"https://doi.org/10.1177/10946705231185177","url":null,"abstract":"Multiple research efforts are currently unfolding to advance the wide-scale sustainability transformation of services and service ecosystems to address the United Nations Sustainable Development Goals (SDGs). While “how” to create service ecosystems and “whom” and “what” these service ecosystems serve have been receiving increasing scholarly attention, current research leaves the “where” question relatively underexplored. Thus, precise theoretical conceptualizations of the role of spaces and places in sustainable service ecosystem design (SED) are lacking. By longitudinally investigating two in-depth case studies, we illuminate the spatial aspects of sustainable SED. Our findings suggest five spatial mechanisms that enlighten how sustainable SED unfolds in relation to spaces and places. We also identify three tensions that affect the implementation of sustainable SED, each tension having both enabling and constraining manifestations. The study contributes to the service research on sustainability by illuminating the previously under-researched spatial aspects of sustainable SED. Results have implications for a broad set of actors involved in sustainable SED, providing advice on how to design new and utilize existing spaces and places to maximize their potential in addressing sustainability challenges.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"1 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-06-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73165948","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 : 2023-06-19DOI: 10.1177/10946705231185176
Steven W. Rayburn, S. Makarem, Mayoor Mohan, Todd J. Arnold, Yamile Jackson
Service captivity is a customer’s perception of being constrained regarding choice, voice, and power during service provision. Customers in many contexts experience service captivity, and some do so daily. Service captivity experiences in extended and complex services are related to increased vulnerability, helplessness, and negative well-being. In more mundane services, it is associated with reduced fairness and quality perceptions, as well as heightened negative word-of-mouth and dissatisfaction. In short, customer and organizational outcomes are influenced by perceptions of service captivity. To better understand customers’ experiences of service captivity and facilitate research on this phenomenon, the current research is the first to develop and validate a robust measure of service captivity, which it does across six studies. The resulting unidimensional scale, which captures the reflective latent construct of service captivity as a manifestation of limited choice, voice, and power, is helpful for research aimed at understanding customers’ constrained service experiences and exploring the role of service captivity in service research models and service delivery outcomes.
{"title":"Development and Validation of a Service Captivity Scale","authors":"Steven W. Rayburn, S. Makarem, Mayoor Mohan, Todd J. Arnold, Yamile Jackson","doi":"10.1177/10946705231185176","DOIUrl":"https://doi.org/10.1177/10946705231185176","url":null,"abstract":"Service captivity is a customer’s perception of being constrained regarding choice, voice, and power during service provision. Customers in many contexts experience service captivity, and some do so daily. Service captivity experiences in extended and complex services are related to increased vulnerability, helplessness, and negative well-being. In more mundane services, it is associated with reduced fairness and quality perceptions, as well as heightened negative word-of-mouth and dissatisfaction. In short, customer and organizational outcomes are influenced by perceptions of service captivity. To better understand customers’ experiences of service captivity and facilitate research on this phenomenon, the current research is the first to develop and validate a robust measure of service captivity, which it does across six studies. The resulting unidimensional scale, which captures the reflective latent construct of service captivity as a manifestation of limited choice, voice, and power, is helpful for research aimed at understanding customers’ constrained service experiences and exploring the role of service captivity in service research models and service delivery outcomes.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"51 1","pages":""},"PeriodicalIF":12.4,"publicationDate":"2023-06-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88271642","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 : 2023-06-10DOI: 10.1177/10946705231177385
Jagdip Singh, R. Bridge
Interfaces, interactions, and time are commonly understood as foundational constructs in the field of organizational frontlines, but their current definitions are fragmented and disconnected. We propose a set of propositions drawn from theorizing the foundational constructs to facilitate systematic studies of frontline phenomena and promote integration across studies. We also advance the concept of the frontline nexus, a constellation of relations that interconnect the foundational constructs, and propose that the nexus is the appropriate unit of analysis for the study of organizational frontlines. To specify a system that embeds the frontline nexus and situates its foundational constructs, we discuss the role of agency, technology, learning, and privacy as key structural characteristics. In response to changing frontlines, we offer 11 propositions to advance research and practice of organizational frontlines. These propositions encourage researchers to explore the potential of new technologies, investigate the role of frontline actors in shaping interaction outcomes, examine the impact of learning and development initiatives, and consider the ethical implications of frontline actions.
{"title":"Interfaces, Interactions, Time, and the Frontline Nexus: Foundational Constructs and Focus for the Field of Organizational Frontlines","authors":"Jagdip Singh, R. Bridge","doi":"10.1177/10946705231177385","DOIUrl":"https://doi.org/10.1177/10946705231177385","url":null,"abstract":"Interfaces, interactions, and time are commonly understood as foundational constructs in the field of organizational frontlines, but their current definitions are fragmented and disconnected. We propose a set of propositions drawn from theorizing the foundational constructs to facilitate systematic studies of frontline phenomena and promote integration across studies. We also advance the concept of the frontline nexus, a constellation of relations that interconnect the foundational constructs, and propose that the nexus is the appropriate unit of analysis for the study of organizational frontlines. To specify a system that embeds the frontline nexus and situates its foundational constructs, we discuss the role of agency, technology, learning, and privacy as key structural characteristics. In response to changing frontlines, we offer 11 propositions to advance research and practice of organizational frontlines. These propositions encourage researchers to explore the potential of new technologies, investigate the role of frontline actors in shaping interaction outcomes, examine the impact of learning and development initiatives, and consider the ethical implications of frontline actions.","PeriodicalId":48358,"journal":{"name":"Journal of Service Research","volume":"74 1","pages":"310 - 329"},"PeriodicalIF":12.4,"publicationDate":"2023-06-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90274385","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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