Journal of Service Research

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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 int...... 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 instantan...... 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). Despi...... 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 varyin...... hiện toàn bộ
How Commitment Influences the Termination of B2B Exchange Relationships
Journal of Service Research - Tập 11 Số 3 - Trang 263-276 - 2009
Michael Tsiros, William T. Ross, Vikas Mittal
Commitment is a key construct determining relationship outcomes, especially in B2B relationships. However, the processes by which commitment affects relationship outcomes—specifically likelihood to terminate a B2B relationship—are not well understood. Using a number of decision-process models, we propose three mechanisms by which commitment influences supplier termination. We suggest that...... hiện toàn bộ
Đặc Điểm Công Việc và Sự Sáng Tạo của Nhân Viên Dịch Vụ Tiền Tuyến Dịch bởi AI
Journal of Service Research - Tập 13 Số 4 - Trang 426-438 - 2010
Filipe Coelho, Mário Augusto
Nghiên cứu này điều tra các tác động chính và tương tác của đặc điểm công việc đến sự sáng tạo của nhân viên dịch vụ tiền tuyến. Các nghiên cứu trước đây đã xem xét mối liên hệ giữa độ phức tạp công việc, một chỉ số đo lường đặc điểm công việc, và sự sáng tạo của nhân viên. Nghiên cứu này áp dụng phương pháp thành phần để nghiên cứu ảnh hưởng của từng đặc điểm công việc đến sự sáng tạo của...... hiện toàn bộ
A TRIZ-Based Method for New Service Design
Journal of Service Research - Tập 8 Số 1 - Trang 48-66 - 2005
Kah‐Hin Chai, Jun Zhang, Kay‐Chuan Tan
This article demonstrates the viability of applying the theory of inventive problem solving (TRIZ) to services by proposing a new approach to new service design. Traditionally, the effectiveness of new service design is unpredictable as service design relies largely on inspiration and the past experiences of service designers. By integrating TRIZ problem-solving tools and its knowledge ba...... hiện toàn bộ
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 encoun...... 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 whic...... 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...... hiện toàn bộ
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