Service Business最新文献

The present study identified the attributes of generative AI services provided by enterprises that affect satisfaction and dissatisfaction. The KANO model was validated on the data collected from two-hundred respondents participated in the present work. The results from an KANO model analysis indicate that (1) ChatGPT’s service quality factors were categorized into the sector of must-be quality, attractive quality, and one-dimensional quality, presenting a positive image to users; and (2) service improvement efforts in attractive quality factors had strong influence on satisfaction, whereas service improvement efforts in must-be quality factors had weak influence on satisfaction. The findings from the study should be applied by companies using ChatGPT to establish effective ChatGPT utilization strategies.

This study investigates the antecedents of flight attendants’ well-being, focusing on the social exchange relationships (leader-member exchange: LMX, team-member exchange: TMX) and job crafting (individual job crafting, team job crafting). Analyzing data collected from Korean flight attendants, both the LMX and TMX positively affected individual and team job crafting. In addition, individual job crafting positively affected flight attendants’ well-being, while team job crafting had a negative effect. These results emphasize the importance of creating a work environment that supports flight attendants by promoting individual job crafting through enhanced social exchange relationships while discouraging team-based job crafting, thus nurturing their well-being.

Peer-to-peer (P2P) sharing services experience failures, caused by customers or peer service providers (PSPs). When failures recur, PSPs’ response to the first failure shapes subsequent customer reactions. This study examines scenarios where the initial failure is caused by the customer, and the subsequent failure is attributed to the PSP. How the PSP’s empathetic responses to the initial failure influences customer reactions during the subsequent failures was examined. Results show that PSP’s empathic communication during the first failure reduces customers’ negative emotions and may or may not foster a more lenient attitude toward the second failure, depending on the response type. Specifically, empathy positively impacts satisfaction and intent for positive review score but not for sharing negative reviews.

Authenticity is a decisive factor affecting customers’ judgment of corporate image from a firm’s activities. While much research has been done on authenticity, there is limited understanding regarding creating shared value (CSV) activities of sports firms. Thus, based on attribution theory, this study investigates the role of authenticity in the effect of sports firms’ CSV activities on corporate image and customer loyalty. The results showed that authenticity played an important role in moderating the impact of CSV activities. These results imply that it is important to consider authenticity when establishing CSV strategies, since the performance is largely determined by authenticity.

This research explored whether customer forgiveness mediated the relationships between service failure severity (SFS) and customers’ coping behaviors and examined the moderating role of perceived justice in the proposed model. The results indicated that customer forgiveness played a crucial role in restoring relationships and reducing customers’ avoidance. Higher perceptions of justice for service providers’ recovery efforts weakened the negative effect of SFS on customer forgiveness. Additionally, the results showed that perceived high distributive justice attenuated the negative effect of SFS on customer forgiveness when perceived interactional justice was low. Such an attenuating effect decreased when perceived interactional justice increased.

Drawing on conservation resources theory, this study examined the relationships between customer incivility, supervisor incivility, and job performance. The study also investigated the mediating role of psychological distress and the moderating role of mindfulness in the above relationships. The findings, based on a data set collected from frontline employees working at an airport terminal in Vietnam, showed that psychological distress mediated the impacts of both customer incivility and supervisor incivility on extra-role performance but not on in-role performance. Finally, mindfulness mitigated the negative effects of both customer incivility and supervisor incivility on psychological distress. These findings offer a number of implications for theory and practice.

Through theory of narcissism and leisure constraint theory, this study considers how tourists’ vulnerable narcissism facets and lack of interest travel constraint at destination level affect their interest in attractions after viewing social media photographs of other visitors posed as full shot or medium shot (photograph types). Partial least-squares analysis on 614 survey returns (307 for full-shot and 307 for medium-shot photographs) revealed vulnerable narcissism’s impact on attraction visit interest is mostly evident in wenqing attractions. Lack of interest constraint lowers natural and monument attraction visit interest but not for wenqing attractions. Only entitlement rage facet positively influences lack of interest constraint.

Resilience has been considered a salient capability of employees who face hardships at work. However, prior studies have shown inconsistent outcomes of this construct. Within the service sector, this study aims to elucidate how resilience affects three important aspects of employees in the workplace. A structural model was developed and tested using the CB-SEM method with the data obtained from 224 employees. The results show that employee resilience, directly and indirectly, brings benefits for themselves (job performance), their co-workers (organizational citizenship behavior), and the firm (job embeddedness). Further, resilience negatively moderates the impacts of job embeddedness on organizational citizenship behavior, and organizational citizenship behavior on job performance. Theoretical and managerial implications are then discussed.

Retailers are constantly innovating to gain competitive advantages in smart retailing. As the final judges of innovations, how customers perceive innovations is critical. This study redefined perceived retailer innovativeness (PRI) and proposed its three dimensions (i.e., solution innovativeness, experience innovativeness, and meaning innovativeness). Besides, we explored the relationship between PRI and customer engagement behavior (CEB) in smart retailing based on the self-determination theory. Empirical results (n = 428) clarified the positive associations of the three dimensions on self-determined satisfaction of customers, which further positively relates to CEB. These findings provide new perspectives for retailers to design innovation strategies.

This study, through a systematic literature review spanning 1990 to 2023, interrogates how servitization, and nowadays digital servitization, enhances manufacturing competitiveness. It introduces the DASOBI (Drivers, Actors, Strategies, Obstacles, Benefits, and Impact) framework for navigating the digital servitization transition, emphasizing strategic adaptability and technological alignment. Analysis of 157 articles reveals a significant increase in research, highlighting digital servitization’s role in competitive enhancement and customer engagement. The DASOBI framework offers manufacturers a novel approach for managing this transition, marking a unique contribution by distilling extensive literature into actionable insights for both theory and practice in the evolving field of digital servitization.