Service Business
Papers 446
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#1Jörg Finsterwalder (Cant.: University of Canterbury)H-Index: 12
#2Alastair Tombs (UQ: University of Queensland)H-Index: 10
Service exchange among actors and the notion of reciprocity have gained momentum in service research. However, reciprocity’s underlying facets and nature have been neglected. Drawing on a tribal notion of dynamic reciprocity facilitates the understanding of contemporary service interactions in service ecosystems. We explore reciprocity’s tribal elements of repayment, retaliation and restorative justice. This tribal view of reciprocity is also linked to relational and regenerative wellbeing. We d...
#1Håkon Osland Sandvik (Sewanee: The University of the South)
#2David Rönnberg Sjödin (Luleå University of Technology)H-Index: 19
Last. Vinit Parida (Luleå University of Technology)H-Index: 33
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Transforming a traditional industry by adopting autonomous solutions is complex, generating paradoxical tensions on multiple aggregate levels. We undertake an in-depth case study of a leading maritime autonomous solutions provider and its ecosystem partners. We apply the paradox lens using thematic analysis. Our research contributes to the digital servitization literature by identifying six paradoxes inherent in the shift to autonomous solutions, nested in the micro, meso, and macro levels. We d...
#1Won-Moo Hur (College of Business Administration)H-Index: 8
#2Tae-Won Moon (Hongik University)H-Index: 11
Last. Minsung Kim (College of Business Administration)H-Index: 1
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This study examined the relationship between customer incivility and salespeople’s up-selling behavior as mediated via emotional exhaustion and the moderating effect of sales control systems (e.g., outcome-based control and behavior-based control) on the relationship. Survey data from 397 salespeople working at department stores in South Korea were examined. The results indicated that the negative relationship between customer incivility and up-selling behavior was mediated by emotional exhausti...
#1Wee-Kheng Tan (NSYSU: National Sun Yat-sen University)H-Index: 9
#2Ping-Hsin Liao (NSYSU: National Sun Yat-sen University)
Service sector companies, like cafes and convenience stores, have introduced applications (apps) that permit customers (givers) to gift beverages to their acquaintances (receivers), who redeem the gift at a convenient outlet. Using social capital theory, affective forecasting theory, and hedonic-utilitarian duality, this study investigates adoption and (continual) use of gift-giving apps. The partial least squares analysis on 223 giver-users and 335 giver-non-users showed that bonding and bridgi...
#1Mai Thi My-Quyen (VNUHCM: Vietnam National University, Ho Chi Minh City)
#2Le Nguyen Hau (VNUHCM: Vietnam National University, Ho Chi Minh City)
This study investigates the mechanism underlying the effects of customer brand engagement on the extent of customer participation in a specific service co-creation, leading to co-created value. Using the data collected from 286 customers of yoga training service in Vietnam, the analyses show that customer engagement significantly affects customer participation energy and effort, both of which then affect the perceived service value. These findings elucidate the cognitive and affective mechanisms...
#1Yuhyung Shin (Hanyang University)H-Index: 16
#2Won-Moo Hur (College of Business Administration)H-Index: 8
Last. Hansol Hwang (Hanyang University)H-Index: 2
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The purpose of our study was to assess the effects of customer incivility and abusive supervision on employee performance during the pre- and post-COVID-19 periods. Our two-wave panel data collected from South Korean frontline service employees revealed that the indirect effect of customer incivility on job performance through emotional exhaustion became more pronounced after the onset of the pandemic. Furthermore, during the pandemic, customer incivility exerted a greater indirect effect on job...
#2Xiaolian Chen (City University of Macau)
Last. Ya-Yuan Chang (MCU: Ming Chuan University)
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This study investigates the relationships between psychosocial risk, relationship quality, need for cognition, and quarantine intentions. Empirical data were collected from quarantine hotel guests in Guangzhou. The results show that depression, anxiety, and stress have a negative influence on satisfaction and that trust and intimacy have a positive influence on satisfaction. Trust has a positive influence on intimacy. Trust and intimacy have a positive influence on commitment. Commitment, satisf...
In response to the impact of the COVID-19 pandemic on the Taiwanese tourism and hospitality industry, the Taiwanese government launched an industry revival and revitalization project. Subsidies were given for cultivating talent and industry transformation. The industry implemented talent cultivation courses to improve the skills and knowledge of workers and facilitate financial subsidization. This study reviewed the talent cultivation subsidy and training results for employees participating in t...
#1Le Nguyen Hau (VNUHCM-UT: Ho Chi Minh City University of Technology)H-Index: 8
#2Pham Ngoc Thuy (VNUHCM: Vietnam National University, Ho Chi Minh City)
The inherent feature of inseparability causes significant sufferings for the service sector. In the case of diabetes disease in healthcare, this problem is reduced by asking patients to self-monitor blood glucose at home (SMBG). Despite the task’s importance, many patients do not fully accomplish. This study investigates what factors of patients affect their adherence to SMBG and how physician consultation fosters their adherence. Empirical results show that the adherence level is driven by pati...
#1Anne-Marie Lebrun (University of Burgundy)H-Index: 6
#2Roxane Corbel (University of Burgundy)H-Index: 1
Last. Patrick Bouchet (University of Burgundy)H-Index: 11
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This exploratory study examines the impact of the Covid-19 pandemic on the travel intention of French people (n = 655) for holidays in summer 2020. Qualitative results show demographic and generation differences in the intention to go on vacation caused by a combination of personal uncertainties due to the pandemic, compulsory state measures and travel bans. Using PLS-SEM, quantitative results indicate that influence of perceived risks and attitude towards Covid-19 led tourists to seek out great...
Top fields of study
Service quality
Customer satisfaction
Human resource management
Service (business)
Public relations
Knowledge management