Service Business最新文献

This study examines how construal levels affect the acceptability of dysfunctional customer behavior following service failure in restaurants. Across three experimental studies with online panel respondents (n = 555), we found that consumers feeling psychologically close to service providers are less likely to deem deviant actions acceptable. This stems from the trust they place in socially close service providers and their perceptions of failure controllability. Additionally, anticipated guilt plays a pivotal role in reducing the acceptability of dysfunctional behavior, particularly when seen as opportunistic. Our findings have implications for both academics and managers in understanding and addressing customer behavior post-service failures.

This study investigates the influence of internal corporate social responsibility (iCSR) aspects on employees' job satisfaction and organizational engagement through the lenses of social identity and social exchange theories. Based on a survey collected from 368 employees in 25 banks in Vietnam, the findings show the importance of each iCSR aspect in driving employee job satisfaction and organizational engagement. Job satisfaction is also found to be an antecedent of organizational engagement. The result adds a profound understanding of iCSR to the existing literature and helps bank managers have appropriate solutions to strengthen their employees' job satisfaction and organizational engagement.

This study examines the importance of customer-centered e-service encounter activities in online platforms for enhancing customer value in different service sectors. To identify and evaluate the key factors that contribute to 3Ts (task, e-tangible, treatment) of e-service encounter activities, the Analytic Hierarchy Process (AHP) was applied. The study results identified the following priority factors: for retail and food services—product diversity was rated the highest (30.1% and 28.5%, respectively), and brand reliability (26.6% and 25.8%, respectively) the second; for accommodation service—brand reliability was rated the highest (27.4%) and then product diversity (26.6%). The results of this study provide useful insights to service organizations for designing effective e-service encounter activities based on 3Ts. Thus, this study contributes to the literature through its theoretical and practical implications.

A bibliometric analysis was conducted to examine healthcare metaverse research using 3721 Web of Science publications covering the period 1994–2022. Using bibliometric and bibliographic link network analyses, this study aimed to uncover emerging trends, country and university contributions, author collaborations, and common metaverse themes. Contrary to expectations, inconsistent correlations between publication volume and citation impact emerged. This pioneering research evaluated empirical bibliometric laws, identified influential entities, and provided a structured thematic categorization for metaverse studies. Serving as the first comprehensive investigation of the healthcare metaverse, this study lays a solid foundation for subsequent research efforts and guides further scholarly research.

Online shopping has been widely adopted during the COVID-19 pandemic due to its safety and convenience. Despite early studies validating increased online shopping, the impact of regional uniqueness was largely underexplored. This longitudinal study examines the interplay between regional uniqueness and online shopping trends, employing social cognitive theory as the foundation. The analysis of over 112,000 observations from 2018 to 2021 on comScore revealed that the influence of regional uniqueness on online shopping deteriorated during the pandemic. These results not only fortify social cognitive theory but also carry practical implications, signaling the need for additional research.

The aim of this paper is to validate a multidimensional measurement of design orientation and test its links with marketing design integration and competitive advantage in trade and tourism companies. Structural equations modelling was used to analyse data from 421 service firms. The results show that design orientation helps firms to achieve a competitive advantage and thus improve their relationship with service users and their business effectiveness. This study provides trade and tourism firms with an instrument to accomplish design orientation by assessing its constituent dimensions.

Using information–cognition–intention model and by comparing emotional and rational negative word-of-mouth (nWOM), this study considered nWOM’s role in online flash sales by examining whether consumers would find nWOM diagnostic and lower purchase intentions during flash sales. Partial least squares analysis of 308 questionnaires (150 for emotional and 158 for rational nWOM) revealed that worry, skepticism, and optimism emotions resulting from reading nWOM played a more limited than those of gratitude. Perceived diagnosticity of rational nWOM dampened while emotional nWOM did not dampen purchase intentions. Hence, nWOM content influenced whether nWOM acted as a brake on purchase intentions.