Article
Hospitality, Leisure, Sport & Tourism
Angela J. Xu, Ting Ting Zhu, Raymond Loi, Cheris W. C. Chow
Summary: This study investigates the impact of customer participation on the well-being and extra-role service behavior of hotel frontline employees. The findings suggest that customer participation has a positive effect on employee well-being, which in turn promotes their engagement in extra-role service behavior. However, the negative affect of supervisors weakens the positive effect of customer participation. Therefore, hotels can implement employee assistance programs and training to regulate emotions and promote positive psychology, in order to alleviate supervisors' negative affect and minimize its adverse impact on employee perception of customer participation.
INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
(2023)
Article
Business
Kemefasu Ifie, Sahar Mousavi, Junyi Xie
Summary: Rule enforcement in frontline service plays a crucial role and mishandling it can have serious consequences. However, there is limited knowledge about its drivers and outcomes in the service literature. This study contributes by developing a comprehensive framework that identifies the variables influencing service rule enforcement and explores its consequences. We propose that rule enforcement can have both positive and negative outcomes, and provide a research agenda for future studies.
JOURNAL OF BUSINESS RESEARCH
(2023)
Article
Psychology, Multidisciplinary
Hua Fan, Wei Gao, Bing Han
Summary: This study examines the impact of different robotic strategies on service quality in the tourism and hospitality sectors. The findings show that an imbalanced robotic strategy is more effective in improving service quality, and a customer-focused robotic strategy is optimal when customer demandingness is high. However, the positive effects of imbalanced robotic strategy diminish when frontline task ambidexterity is high.
COMPUTERS IN HUMAN BEHAVIOR
(2022)
Article
Hospitality, Leisure, Sport & Tourism
Xingyu Wang, Priyanko Guchait, Do The Khoa, Aysin Pasamehmetoglu
Summary: This study integrates the appraisal-based model of self-conscious emotions and the compass of shame theory to examine the experience of shame among restaurant frontline employees following service failures. The results show the negative impact of shame on employee outcomes, with industry tenure playing a moderating role in influencing the effects of shame on commitment to customer service.
INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
(2021)
Article
Environmental Studies
Annalisa Galeone, Roberta Sebastiani
Summary: The study found that the transformative potential of sustainable hospitality companies plays a positive role in improving individual and collective well-being, mainly reflected in five aspects: Sustainability Concerns, Reciprocal Exchange, Mutual Network, Cultural Views, and Authentic Experience.
TOURISM MANAGEMENT
(2021)
Article
Business
Valerie Good, Amy Greiner Fehl, Alexander C. LaBrecque, Clay Voorhees
Summary: This research explores the factors influencing the resilience of organizational frontline employees and its outcomes. Resilience, defined as an employee's ability to overcome adversity, has become crucial as managers face challenges in managing change on the front lines. The study confirms the importance of frontline employee resilience, as it is associated with increased effort and reduced turnover intentions. Additionally, the research shows that resilience is not only a trait but also malleable, with nearly half of the variance in resilience coming from individuals themselves. The findings suggest that FLEs' resilience is driven by a sense of competence and relatedness to coworkers and customers, rather than monetary compensation. Autonomy is found to be negatively related to resilience when customer orientation is low. Overall, this research provides valuable insights for managers on cultivating resilience in customer-facing roles to improve employee effort and reduce turnover intentions in the face of adversity.
JOURNAL OF SERVICE RESEARCH
(2023)
Article
Green & Sustainable Science & Technology
Yunsik Kim
Summary: With the increasing adoption of frontline service robots (FLSRs) in hospitality workplaces, this study investigates the mechanisms through which employees' willingness to collaborate with FLSRs are built. The service capability of FLSRs plays a significant role in increasing employees' willingness to collaborate, whereas perceived risk decreases their willingness to collaborate. These results highlight the importance of FLSRs' service capability and managing perceived risk in shaping employees' positive attitudes towards collaborating with FLSRs.
Article
Hospitality, Leisure, Sport & Tourism
Shih-Yi Chien, Albert Jing-Fuh Yang, Yung-Chin Huang
Summary: The study examined the relationships between role stress, proactive personality, employee creativity, and customer-oriented boundary spanning behaviors for frontline service employees. Employee creativity is positively influenced by proactive personality but negatively affected by role conflict and ambiguity. Frontline service employees' creativity has a positive impact on COBSBs, with internal influence playing a mediating role in the relationship between creativity and service delivery.
JOURNAL OF HOSPITALITY AND TOURISM MANAGEMENT
(2021)
Review
Business
Mahesh Subramony, Markus Groth, Xinyu 'Judy' Hu, Yu Wu
Summary: This article conducts a comprehensive review of empirical research related to frontline service employees over the past four decades, identifying five distinct research clusters. The analysis reveals the richness of concepts and methodologies within the clusters, calling for interdisciplinary scholarship to build a diverse, yet unified field of service work research.
JOURNAL OF SERVICE RESEARCH
(2021)
Article
Business
Yumeng Yue, Karyn L. Wang, Markus Groth
Summary: Research indicates that employees' experiences of customer mistreatment compromise their subsequent service delivery, mediated by changes in their self-control capacity, and moderated by their dispositional self-control capacity and motivation to commit to display rules. The study highlights the recovery mechanisms and practices that enable frontline employees to remain resilient despite negative encounters with customers.
JOURNAL OF SERVICE RESEARCH
(2022)
Article
Business
William Magnus Northington, Stephanie T. Gillison, Sharon E. Beatty, Shiri Vivek
Summary: This research explores the pandemic-related experiences of frontline employees in retail and service industries, focusing on customer rule-enforcement interactions. Results show that customer misbehaviors, such as not following rules and being rude, produce significant occupational stress for frontline employees. Customer interactions also have emotional impact on frontline employees, leading to heightened negativity due to emotional contagion.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2021)
Article
Business
Sang-Hoon Lee, Won-Moo Hur, Yuhyung Shin
Summary: This study, drawing on conservation of resources theory, examined the moderating role of ethical leader behavior in the effects of daily perceived job insecurity on work outcomes among frontline service employees working in adverse work situations (i.e., the coronavirus disease pandemic). The results showed that ethical leader behavior moderated the negative indirect effect of daily perceived job insecurity on work engagement and customer-directed helping through occupational regret.
JOURNAL OF BUSINESS ETHICS
(2023)
Review
Business
Tian Zeng, Dolores Botella-Carrubi
Summary: This paper evaluates the societal benefit of transformative consumer research (TCR) by reviewing articles published in TCR conference special issues from 2009 to 2021. The analysis reveals various societal benefits, facilitators and barriers for solution implementation, and well-being issues over time. This research contributes to the literature by synthesizing the types of societal benefits of TCR, identifying consumer well-being issues, assessing barriers and facilitators for solution implementation, and providing a research agenda for improving consumer well-being and enhancing societal benefit.
TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE
(2023)
Article
Business
Daniel Belanche, Luis V. Casalo, Carlos Flavian
Summary: This research explores how customers' attributions about the firm motivations to implement service robots are affecting customers' intentions to use and recommend this innovation. The study found that customers' perceptions of the robot's human-likeness and affinity with the robot shape their attributions, which in turn mediate the relationships between affinity towards the robot and customer behavioral intentions.
ELECTRONIC MARKETS
(2021)
Article
Hospitality, Leisure, Sport & Tourism
Meizhen Lin, Qian Ling, Yanling Liu, Rong Hu
Summary: The study found that managers' commitment to service quality affects service climate through empowering leadership, which in turn influences employee service-oriented behaviors. Additionally, the internal service quality of external departments strengthens the positive effect of service climate on service-oriented behaviors.
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
(2021)
Article
Business
Delphine Caruelle, Poja Shams, Anders Gustafsson, Line Lervik-Olsen
Summary: With the rise of affective computing, marketing practitioners can now use AI to perform tasks that require emotional intelligence. This transformation in marketing offers numerous research opportunities.
Article
Business
Samantha N. N. Cross, Anders Gustafsson, Cornelia (Connie) Pechmann, Karen Page Winterich
JOURNAL OF PUBLIC POLICY & MARKETING
(2022)
Article
Business
Hannah Snyder, Lars Witell, Anders Gustafsson, Janet R. McColl-Kennedy
Summary: This paper explores consumer lying behavior by conducting two empirical studies, examining the motives, characteristics, and outcomes of consumer lies. The findings suggest new policies and training for frontline employees to address consumer lying behavior.
JOURNAL OF BUSINESS RESEARCH
(2022)
Article
Business
Darima Fotheringham, Michael A. Wiles
Summary: Advancements in conversational AI have led to the widespread use of AI chatbots in customer service. However, AI investment may negatively impact firm value. B2B firms can benefit more from implementing AI chatbot customer service, and the anthropomorphism of chatbots interacts with customer type.
JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
(2023)
Editorial Material
Business
Roderick J. Brodie, Geoffrey N. Soutar, Janet R. McColl-Kennedy
Summary: This article discusses the challenges of assessing academic performance and the methods for assessing academic performance that makes a contribution to society. It suggests that relying solely on publication in elite journals does not guarantee significant scientific contribution or practical relevance. Instead, academic rigor and relevance need to be considered to determine the work's contribution to knowledge discovery and verification. The article also emphasizes the importance of indicator-driven metrics in objective assessment and suggests the need for a portfolio of performance indicators.
AUSTRALASIAN MARKETING JOURNAL
(2022)
Article
Business
Ruth N. Bolton, Anders Gustafsson, Crina O. Tarasi, Lars Witell
Summary: This study investigates how retailers can leverage their brand to shape customers' satisfaction with service encounters. The research develops and tests hypotheses about how brand, store, and consumer factors moderate customer responses to experience clues during retail service encounters. The results show that customers weigh their perceptions of service encounters differently depending on brand, store, and consumer factors. The study also highlights the importance of high brand quality, a service brand promise that aligns with the store image, and careful monitoring and managing of retail touchpoints for retail success.
JOURNAL OF RETAILING
(2022)
Article
Business
Tohid Ghanbarpour, Easa Sahabeh, Anders Gustafsson
Summary: This study examines the interaction between brands and social media platforms in online behavioral advertising (OBA). The results show that consumers with high perceived ad complicity experience greater perceived ad intrusiveness and react more negatively towards brands. Additionally, consumers who are more sensitive to social norms have a stronger perception of ad complicity.
PSYCHOLOGY & MARKETING
(2022)
Article
Information Science & Library Science
Yogesh K. Dwivedi, Laurie Hughes, Abdullah M. Baabdullah, Samuel Ribeiro-Navarrete, Mihalis Giannakis, Mutaz M. Al-Debei, Denis Dennehy, Bhimaraya Metri, Dimitrios Buhalis, Christy M. K. Cheung, Kieran Conboy, Ronan Doyle, Rameshwar Dubey, Vincent Dutot, Reto Felix, D. P. Goyal, Anders Gustafsson, Chris Hinsch, Ikram Jebabli, Marijn Janssen, Young-Gab Kim, Jooyoung Kim, Stefan Koos, David Kreps, Nir Kshetri, Vikram Kumar, Keng-Boon Ooi, Savvas Papagiannidis, Ilias O. Pappas, Ariana Polyviou, Sang-Min Park, Neeraj Pandey, Maciel M. Queiroz, Ramakrishnan Raman, Philipp A. Rauschnabel, Anuragini Shirish, Marianna Sigala, Konstantina Spanaki, Garry Wei-Han Tan, Manoj Kumar Tiwari, Giampaolo Viglia, Samuel Fosso Wamba
Summary: The metaverse has the potential to revolutionize the way we work, leisure, and interact socially by extending the physical world using augmented and virtual reality technologies. Although there are currently limitations in technology and infrastructure, researchers are increasingly studying the transformative impact of the metaverse on various sectors, including marketing, education, and healthcare, as well as potential societal issues.
INTERNATIONAL JOURNAL OF INFORMATION MANAGEMENT
(2022)
Article
Business
Lane Peterson Fronczek, Martin Mende, Maura L. Scott, Gergana Y. Nenkov, Anders Gustafsson
Summary: Self-quantification is a popular trend that motivates consumers to engage in health behaviors through measuring their performance, but its impact on consumers' experiences and its consequences for firms have been understudied. Six studies reveal that anthropomorphization influences consumers' favorability towards wearable tracking devices, their health motivation, and their health behavior. Interestingly, with use, the initially positive evaluations of anthropomorphized devices decrease, and contrary to prior literature, anthropomorphized devices are not favored. Importantly, health motivation and behavior also decrease over time with the use of an anthropomorphized wearable device due to reduced perceived autonomy. However, customizing the anthropomorphized device can mitigate its negative effects.
JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
(2023)
Article
Business
Yogesh K. Dwivedi, Laurie Hughes, Yichuan Wang, Ali A. Alalwan, Sun J. (Grace) Ahn, Janarthanan Balakrishnan, Sergio Barta, Russell Belk, Dimitrios Buhalis, Vincent Dutot, Reto Felix, Raffaele Filieri, Carlos Flavian, Anders Gustafsson, Chris Hinsch, Svend Hollensen, Varsha Jain, Jooyoung Kim, Anjala S. Krishen, Jared O. Lartey, Neeraj Pandey, Samuel Ribeiro-Navarrete, Ramakrishnan Raman, Philipp A. Rauschnabel, Amalesh Sharma, Marianna Sigala, Cleopatra Veloutsou, Jochen Wirtz
Summary: The initial hype surrounding Meta Platforms' vision for the metaverse has evolved into ongoing discussions about its impact on users, organizations, and society at large. The potential for consumer interaction with brands within the metaverse is a subject of significant debate in marketing circles, highlighting both challenges and transformative opportunities. This study explores the marketing implications of widespread adoption of the metaverse, drawing on expert insights to identify new research directions and propose a framework that offers valuable contributions to academia, practice, and policy-making. It concludes with a checklist for researchers, clarifying how the metaverse can benefit digital marketing and advertising, branding, services, value creation, and consumer well-being.
PSYCHOLOGY & MARKETING
(2023)
Article
Business
Christine Ringler, Nancy J. Sirianni, Joann Peck, Anders Gustafsson
Summary: Product demonstrations can vary in how they present information and can either focus on the process or the outcome. This research shows that demonstrations with a process focus are more effective in driving purchase intentions as they encourage cognitive flow and absorption into the product story.
JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
(2023)
Article
Business
Delphine Caruelle, Line Lervik-Olsen, Anders Gustafsson
Summary: In retail settings, customer waits are common. To develop efficient wait management strategies, retailers need insights into how customers respond to waiting during service encounters. Research shows that a longer wait duration decreases customer satisfaction, but the same wait duration might have different effects on satisfaction depending on whether it is shorter or longer than expected. Our research provides evidence for this asymmetric effect and identifies two boundary conditions, suggesting that customers will tolerate waiting longer than expected, up to a certain point.
JOURNAL OF RETAILING
(2023)
Article
Business
Tracey S. Danaher, Peter J. Danaher, Jillian C. Sweeney, Janet R. McColl-Kennedy
Summary: Customers managing chronic illness can actively participate in their healthcare by cocreating value. They can adhere to medical advice, seek information about their condition(s), manage their diet, and interact with family and friends. Customer value cocreation can vary over time, and transitioning to a higher level of cocreation activity positively affects customer and marketing outcomes.
JOURNAL OF SERVICE RESEARCH
(2023)
Article
Business
Michael A. Wiles, Saeed Janani, Darima Fotheringham, Chadwick J. Miller
Summary: The impact of advertising on life satisfaction is complex, with both positive effects such as reducing marketplace uncertainty and negative effects such as promoting materialism. This study analyzes data from 76 countries and finds a positive correlation between per capita advertising expenditure and national average life satisfaction. It also provides mechanistic evidence that advertising can enhance life satisfaction by reducing marketplace uncertainty. However, the relationship can be attenuated and even become negative in certain situations influenced by cultural, income, and subjective inequality factors.
Article
Business
Tohid Ghanbarpour, Lawrence Crosby, Michael D. Johnson, Anders Gustafsson
Summary: The authors explore the impact of corporate social responsibility (CSR) activities on stakeholders, specifically customers and shareholders/investors. They also examine customer recognition and demand for CSR activities. Contextual differences, such as the nature of the firm (product vs. service) and the business-to-business (B2B) vs. business-to-consumer (B2C) channel, are found to influence the impact of CSR activities on value creation. Results from a large-scale dataset indicate that CSR activities influence firm value through customer satisfaction, with a stronger effect for product firms and B2B companies. These findings have important implications for marketing theory and practice.
JOURNAL OF SERVICE RESEARCH
(2023)
