Dear Service Researcher,

Articles in Service Journals (Sep/Oct 2019) - part 2

Arsenovic, J., B. Edvardsson and B. Tronvoll (2019): Moving Toward Collaborative Service Recovery: A Multiactor Orientation, Service Science, 11(3), pp.201-212

Within service recovery research, service failures have traditionally been handled by the firm in an effort to turn an unpleasant experience into a more favorable one. More recent service research, in which the customer?s role is more pronounced, suggests that the customer is not a passive recipient of a firms recovery efforts but a cocreator of the recovery solution. As a response, considerable effort has been devoted to exploring how the customer and the firm together can effectively integrate resources such as time and effort to rectify an unpleasant experience. However, prior conceptualizations fall short of taking adequate account of the complexity of service recovery encounters in which multiple actors collaborate and integrate resources. To address this, the present study explores how multiactor collaborations influence the customer?s experience of service recovery by adopting a multiactor orientation and by applying service-dominant logic. After reviewing the customer experience literature, a collaborative recovery experience framework is developed that emphasizes the joint efforts of multiple actors and customers to achieve a favorable recovery experience. In a contextualization, this study presents the usefulness of the new framework in how to explain customer experiences in collaborative service processes, and further research avenues are proposed.

Link: http://dx.doi.org/10.1287/serv.2019.0241 [Google]

Joncourt, S., H. Gebauer, J. Reynoso, K. Cabrera, A. Valdes and K. Greve (2019): Extending the Base-of-the-Pyramid Concept, Service Science, 11(3), pp.241-261

The base-of-the-pyramid (BoP) concept plays a prominent role among the market-based perspectives for poverty alleviation. Previous literature reviews discuss the evolution of the BoP concept as a research domain, but several major research streams that approach the phenomenon from distinct angles have been overlooked. To address these shortcomings, the authors expand these reviews and formulate recommendations for theoretical and empirical advances by considering emerging research domains, including corporate social responsibility, inclusive business, microfinance, nonprofit expansion, social entrepreneurship, and subsistence marketplaces. In revising the BoP business model idea, the authors develop a framework that highlights key dimensions for management research in BoP markets, including business ecosystems, financial viability, innovativeness, resource scarcity, role of the poor and scalability.

Link: http://dx.doi.org/10.1287/serv.2019.0247 [Google]

Kohtamäki, M., S. C. Henneberg, V. Martinez, K. Kimita and H. Gebauer (2019): A Configurational Approach to Servitization: Review and Research Directions, Service Science, 11(3), pp.213-240

In this article, the authors extend the current literature on servitization by taking a configurational perspective, aiming to understand the interplay between the drivers (conditions) that lead to certain equifinal outcomes of servitization. By taking stock of the servitization literature using the contingency theory of strategy as a foundational theory and the strategy?structure?environment approach as a primary framework to systematically review and analyze the identified configurational servitization studies, the authors identify commonalities and gaps in the literature and set directions for future research.

Link: http://dx.doi.org/10.1287/serv.2019.0245 [Google]

Kong, L., H. Sadatsafavi and R. Verma (2019): Usage and Impact of Information and Communication Technologies in Healthcare Delivery, Service Science, 11(3), pp.172-188

This paper discusses two aspects of the use of information and communication technologies (ICTs) in healthcare: first, the prevalence of using tables and laptop computers by physicians during clinical visits and second, the growing trend of using such technologies for delivering healthcare remotely. Open-ended and structured questionnaires were used to elicit relevant information, which was analyzed using qualitative content analysis and logistic regression models. Results suggest that, as computer literacy is increasing within the general population and caregivers? skills in using the computer technology is improving, patients are welcoming the use of ICTs in healthcare. The analysis also showed that age together with enabling factors, such as income and education, are substantial barriers to the use of remote care services, even more important than gender, place of residence, race or ethnicity, and care need. Income and education do not influence the acceptance of ICT use by doctors during visits. Females, older participants, and those with more children in the household showed more resistance to the use of ICT in healthcare. At the same time, the depersonalization of interactions with caregivers was a critical concern identified related to the use of ICT in healthcare.

Link: http://dx.doi.org/10.1287/serv.2019.0244 [Google]

Neuhüttler, J., W. Ganz and D. Spath (2019): An Integrative Quality Framework for Developing Industrial Smart Services, Service Science, 11(3), pp.157-171

Using data collected through the Internet of Things offers new opportunities for manufacturing companies to innovate and differentiate their increasingly significant service businesses. Developing these industrial smart services is a new and complex task that challenges manufacturing companies in many regards. One core issue is to design concepts and offers in a way that customers perceive as high value so they will accept collection of their data. However, academic research on industrial smart services is still in its infancy and contributes limited knowledge about customer expectations and requirements. Understanding how customers perceive the quality of smart services and understanding which determinants influence these perceptions can support manufacturing companies in developing successful offers. In this paper, the authors provide an integrative framework for understanding and structuring quality perceptions of industrial smart services. The framework integrates quality categories of existing concepts in related research fields (e.g., digital services, personal services, or technologies) and introduces new insights gained from a qualitative study of 20 academic experts. The structure of the framework and relevant categories of quality perceptions are explained in detail.

Link: http://dx.doi.org/10.1287/serv.2019.0242 [Google]

Tronvoll, B. and B. Edvardsson (2019): Exploring Customers’ Experiences of Service Co-Recovery, Service Science, 11(3), pp.189-200

Service recovery occurs when service exchange fails, often because resource integration has failed. In the co-recovery process, multiple actors (including the customer) interact to cocreate a favorable customer experience following failure. The aim of this paper is to extend an existing understanding of the activities and interactions that serve as resource integration drivers in customer co-recovery experiences. The article explores recovery situations in an interview-based empirical study. Based on the findings, the study develops an empirically derived model (5C), identifying and defining drivers of customer co-recovery and suggesting how firms should engage customers and other actors in the process. To heighten the practical implications, the study conceptualizes the customer recovery process by suggesting a ?wheel of customer co-recovery? model.

Link: http://dx.doi.org/10.1287/serv.2019.0246 [Google]

Kolar, T., V. Erčulj and L. Weis (2019): Multigroup validation of the service quality, customer satisfaction and performance links in higher education, Service Industries Journal, 39(0), pp.1004-1028

The notion of ‘students as customers’ continues to be prominent, yet is insufficiently explored, especially from the standpoint of various stakeholders. To address this inadequacy, the present study employs a multigroup analysis of the service profit chain (SPC) model in higher education (HE). Its purpose is to examine the complete SPC model regarding stakeholder perceptions in order to inform its validation and implementation. A cross-sectional survey was employed in order to enable multigroup comparison of a comprehensive research model on subsamples of employees and students by means of structural equation modeling (SEM). Results provide support for the proposed SPC model within the sample of vocational colleges. Besides strongly linked constructs (quality–satisfaction–loyalty), some notable weaknesses (cracked ‘satisfaction mirror’) are found. Multigroup analysis also indicates some important differences between employees and students. Implications are provided for strategic service management in HE, which should acknowledge the differences among stakeholder perceptions. (English)

Link: http://dx.doi.org/10.1080/02642069.2018.1460361 [Google]

Cantor, V. J. M. and R. C. Li (2019): Matching service failures and recovery options toward satisfaction, Service Industries Journal, 39(0), pp.901-924

Service failures are inevitable in any service delivery process that establishes the need for a good service recovery. This study aims to investigate the relationships among service recovery variables to develop appropriate recovery options considering different levels of failure severity and satisfaction. Using a scenario-based survey approach and structural equation modeling, the results are failure severity negatively relates to satisfaction; recovery justices positively relates to satisfaction regardless of the level of failure severity; complaining behavior strengthens (weakens) the relationship between the failure severity (recovery justices) and satisfaction; and relationship quality is a stronger predictor of post-purchase behavioral intentions than satisfaction. A service recovery matrix is proposed to depict appropriate recovery options for different situations. (English)

Link: http://dx.doi.org/10.1080/02642069.2018.1450868 [Google]

Yen, W.-C., H.-H. Lin, Y.-S. Wang, Y.-W. Shih and K.-H. Cheng (2019): Factors affecting users’ continuance intention of mobile social network service, Service Industries Journal, 39(0), pp.983-1003

This study investigates the factors that influence users’ intention to continue using social network service applications (apps) on mobile devices. We drew on the uses and gratifications (U&G) paradigm and innovation diffusion theory; these were augmented with the factors that characterize mobile social network service (MSNS) usage. The proposed framework explained the relationships between these factors and the intention to continue using MSNS apps. A web-based survey was used to collect data for analysis. The results indicated that critical mass, mobility, compatibility, purposive value, and entertainment value were important drivers of users’ intention to continue using MSNS apps. The findings contribute to existing U&G paradigm, innovation diffusion theory, and MSNS usage literature. The paper closes with a discussion of useful insights relevant to researchers and practitioners in terms of developing and implementing MSNS apps that have high retention rates. (English)

Link: http://dx.doi.org/10.1080/02642069.2018.1454435 [Google]

Morales Mediano, J. and J. L. Ruiz-Alba (2019): New perspective on customer orientation of service employees: a conceptual framework, Service Industries Journal, 39(0), pp.966-982

Customer orientation of service employees (COSE) refers to the capacity and skills of employees to (1) identify, understand and satisfy their clients’ needs, and (2) act to that end. The COSE model has been used extensively to assess customer orientation of service employees within different settings. However, minimal modifications from the original have been presented so far, and the proposed settings were unrelated to highly relational services such as private banking (PB). PB is defined as the services specifically designed to satisfy the financial needs of high net worth individuals (HNWI); they are usually delivered by only one contact person – the private banker. Thus, PB is based on a personal and long-lasting relationship between the private banker and the client. Drawing on the literature regarding customer orientation and PB, trust, loyalty and word of mouth are identified as the potential consequences of COSE, improving on previous models. These new propositions are accompanied by a conceptual framework of COSE that is able to address the PB particularities by considering some moderating variables that are inherent to the PB service (customer segment and type of banking firm). Further avenues for research are then charted in light of the new conceptual framework developed. (English)

Link: http://dx.doi.org/10.1080/02642069.2018.1455830 [Google]

Israeli, A. A., S. A. Lee and A. C. Karpinski (2019): The relationship between Internet addiction and negative eWOM, Service Industries Journal, 39(0), pp.943-965

Customers prevalently use social media (SM) to post their experiences and to review others’ experiences. This study investigated how Internet addiction (IA) influenced customers’ word-of-mouth behaviors on SM after a service failure, focusing on both young and older customers. Two experiments were conducted. The first study was conducted with young customers and second experiment with older customers. Results suggest that the group of young customers had significantly higher levels of IA, compared to older customers. The analysis identified that IA and functional/technical service failure partially influenced four negative types of electronic word-of-mouth (eWOM) (i.e. Badmouthing, Tattling, Spite, and Feeding the Vultures). Both young and older customers tended to show more negative eWOM types for technical service failures. For the functional service failures, IA was the main predictor of negative eWOM for both young and older customers. (English)

Link: http://dx.doi.org/10.1080/02642069.2018.1453501 [Google]

Danckwerts, S., L. Meißner, and C. Krampe (2019): Examining user experience of conversational agents in hedonic digital services – antecedents and the role of psychological ownership, Journal of Service Management Research, 3(3), pp. 111-125

Conversational agents (CA) that interact with users in human language have become increasingly popular over the past years. This study explores antecedents of the user experience with CAs in hedonic digital services, utilizing the example of music streaming services. Moreover, this study investigates whether a positive CA user experience increases users’ sense of psychological ownership towards the service, which in turn is supposed to positively influence users’ intention to use the service’s fee required premium version. Using structural equation modelling, the results indicate that perceived humanness and perceived personalization of the CA positively affect the user experience. The results also show that CAs can greatly benefit from higher humanness and personalization when users trust the hedonic digital service. Furthermore, psychological ownership has been identified as an underlying mechanism through which CA user experience leads to users’ premium usage intention, indicating that CAs might be valuable for hedonic digital services.

Wenzel, S. and M. Benkenstein (2019): The influence of relationship closeness on central motives for joint shopping and satisfaction with the shopping experience among young people, Journal of Service Management Research, 3(3), pp.126-136

It is well known that adolescents like to shop in groups and together with their friends. However, the term “friend” can have many different connotations among teenagers. Associations range from loose acquaintances to best friends, from superficial connections to the closest relationships. Studies show that the relationship type has an impact on numerous social-psychological and consumer-relevant constructs. In spite of this fact, the relationship between adolescents has not been addressed by previous research on shopping companionship. The aim of this paper is to examine the influence of relationship intensity on interactions during joint shopping, and satisfaction derived from such shopping experience. The results of a field study with 78 participants show that the perceived pleasure and the intensity of advice during shopping together in close relationships are particularly high. In addition, the perceived pleasure mediates the relationship between relationship intensity and satisfaction with the shopping experience.

Batt, V. and M. Bruhn (2019): Exploring the impact of construed external image on brand citizenship behavior of service employees, Journal of Service Management Research, 3(3), pp. 137-147

Given the importance of brands in the service context, service companies in particular should be aware of the antecedents of employees´ brand citizenship behavior (BCB). Although a considerable number of antecedents of BCB have been identified, the impact of construed external image on BCB has been neglected so far. The present study addresses this research gap by investigating the impact of construed external image on BCB of service employees. Furthermore, the mediating role of pride in brand membership and respect through brand membership are examined. Using data from a Swiss service company, the results provide empirical support for the impact of construed external image on BCB. Furthermore, the results show that construed external image not only influences BCB directly, but also indirectly via pride in brand membership. Construed external image also affects respect through brand membership, however, the data did not reveal a significant influence of respect through brand membership on BCB. The results provide implications for research and practice.

Grossmann, M., Ch. M. Hubert, and T. Reimer (2019): The relevance of positive word-of-mouth effects on the customer lifetime value – a replication and extension in the context of start-ups, Journal of Service Management Research, 3(3), pp.148-157

This paper investigates the importance of positive word-of-mouth (WOM) effects on estimating the customer lifetime value (CLV) in start-up businesses. In line with prior research, we assume that, especially in young companies such as start-ups, managers and investors neglect the impact of WOM and therefore underestimate the CLV. To examine this assumption, self-collected WOM data is integrated into calculation of the CLV of a one-year-old online grocery retailer start-up. The CLV of 632 customers is combined with a survey about positive WOM activities. The study shows the high relevance of WOM for start-ups in a noncontractual as well as service setting, thereby calling for integration of WOM into calculation of the CLV.