Journal of Service Research

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Can Customers Detect Script Usage in Service Encounters?
Journal of Service Research - Tập 15 Số 4 - Trang 390-400 - 2012
Liana Victorino, Rohit Verma, Bryan L. Bonner, Don G. Wardell
Service scripts are predetermined guides for employees to follow when delivering service to customers. Some services require employees to strictly follow a script, whereas others use scripts more flexibly, if at all. Extant research regarding service scripts in the domain of service operations has mainly addressed the topic from more of a process view as a control mechanism for the encounter but m... hiện toàn bộ
Customer Interaction and Innovation in Hybrid Offerings
Journal of Service Research - Tập 21 Số 1 - Trang 119-134 - 2018
Mario Schaarschmidt, Gianfranco Walsh, Heiner Evanschitzky
Hybrid offerings are bundles of goods and services offerings provided by the same firm. Bundling value offerings affects how firms innovate, interact with customers, and customize their goods and services. However, it remains unclear how customer interaction might drive the innovation performance of various bundled components. Therefore, this study investigates the effects of customer interactions... hiện toàn bộ
Contagious Effects of Customer Misbehavior in Access-Based Services
Journal of Service Research - Tập 19 Số 1 - Trang 3-21 - 2016
Tobias Schaefers, Kristina Wittkowski, Sabine Benoit, Rosellina Ferraro
Customer misbehavior in service settings is problematic for two reasons: (1) because of the direct damage it causes and (2) because of additional negative effects that arise from the contagion of such misbehavior. The authors extend existing theory of customer misbehavior by studying its contagious effect. The investigation focuses on access-based services, defined as transactions in which multipl... hiện toàn bộ
The Impact of Flow and Communitas on Enduring Involvement in Extended Service Encounters
Journal of Service Research - Tập 11 Số 1 - Trang 74-90 - 2008
Lee Phillip McGinnis, James W. Gentry, Tao Gao
This study explores the comparative effects of two antecedents of enduring involvement in determining whether social versus psychological effects are more important in establishing enduring involvement with an extended service encounter. Specifically, the authors look at the effects of communitas—a social effect—and flow—an individual psychological effect—to determine which has a stronger impact o... hiện toàn bộ
Consumer Processing of Interior Service Environments
Journal of Service Research - Tập 17 Số 3 - Trang 296-309 - 2014
Ulrich R. Orth, Jochen Wirtz
Visual appeal is an important consideration in the design of interior service environments because attractiveness influences consumer behavior. Employing both an experiment and a field study, we show that visual complexity reduces a service environment’s attractiveness. Furthermore, we find that the complexity-attractiveness relationship is mediated by processing fluency and its instantaneous affe... hiện toàn bộ
Key Drivers of Frontline Employee Generation of Ideas for Customer Service Improvement
Journal of Service Research - Tập 15 Số 2 - Trang 215-230 - 2012
Cristiana Raquel Lages, Nigel F. Piercy
Anchored in the service-dominant logic and service innovation literature, this study investigates the drivers of employee generation of ideas for service improvement (GISI). Employee GISI focuses on customer needs and providing the exact service wanted by customers. GISI should enhance competitive advantage and organizational success (cf. Berry et al. 2006; Wang and Netemeyer 2004). Despite its im... hiện toàn bộ
Is There a Dark Side of Ambidexterity? Implications of Dueling Sales and Service Orientations
Journal of Service Research - Tập 20 Số 4 - Trang 379-392 - 2017
Colin B. Gabler, Jessica Ogilvie, Adam Rapp, Daniel G. Bachrach
This study examines how employee customer and selling orientations, and their interaction, impact frontline employees’ (FLEs) pursuit of service and sales-related performance outcomes. Applying a job demands-resources lens, we advance a model that explores service-sales ambidexterity at the individual level. Polynomial regression and response surface analysis are used to assess how varying levels ... hiện toàn bộ
The Ambidextrous Sales Force: Aligning Salesperson Polychronicity and Selling Contexts for Sales-Service Behaviors and Customer Value
Journal of Service Research - Tập 23 Số 1 - Trang 33-52 - 2020
Ryan Mullins, Raj Agnihotri, Zachary R. Hall
While many firms are increasing salespeople’s service expectations alongside selling responsibilities, evidence suggests this strategy is difficult to implement. Yet research addressing this challenge for dual-role sales forces is limited. Utilizing matched, dyadic (salesperson-customer) data from business-to-business (B2B) selling firms across industries, we investigate the drivers and value-crea... hiện toàn bộ
The Role of Frontline Employees’ Competitive Intelligence and Intraorganizational Social Capital in Driving Customer Outcomes
Journal of Service Research - Tập 24 Số 2 - Trang 269-283 - 2021
Ashish Kalra, Raj Agnihotri, Elten Briggs
Grounded in social capital theory, this study explores the influence of intraorganizational social capital on frontline employees’ (FLEs) competitive intelligence activities and the subsequent effects of engaging in competitive intelligence on their information communication behavior and relational customer outcomes. We empirically test the hypothesized relationships using multisource, multi-indus... hiện toàn bộ
How Does Language Matter for Services? Challenges and Propositions for Service Research
Journal of Service Research - Tập 15 Số 4 - Trang 430-442 - 2012
Jonas Holmqvist, Christian Grönroos
The service encounter depends on the interaction between consumer and company, with an active role for the consumer as a participant. Building on existing literature, this article argues that language influences how consumers perceive the service encounter in several important ways. In turn, service providers and service researchers must understand the impact of the language used before, during, a... hiện toàn bộ
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