Emerald | Journal of Services Marketing | Table of Contents http://www.emeraldinsight.com/0887-6045.htm Table of contents from the most recently published issue of Journal of Services Marketing Journal en-gb Tue, 05 Aug 2014 00:00:00 +0100 2014 Emerald Group Publishing Limited editorial@emeraldinsight.com support@emeraldinsight.com 60 Emerald | Journal of Services Marketing | Table of Contents http://www.emeraldinsight.com/common_assets/img/covers_journal/jsmcover.gif http://www.emeraldinsight.com/0887-6045.htm 120 157 Cultural values in financial services advertising: a cross-cultural study of magazine ads in the U.S. and Korea http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=5&articleid=17114534&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - This paper aims to examine whether culture impacts the execution of financial services advertising (FSA). Specifically, this study investigates how cultural values are reflected in FSA by comparing magazine ads in US and Korea. <B>Design/methodology/approach</B> - This study analyzed the content of a total of 1,889 (US = 1,486; Korea = 403) FSA in print business/news magazines from 2005 to 2009. <B>Findings</B> - The finding of this study showed significant cultural differences of FSA in terms of collectivism, high and low cultural contexts, human models/celebrity presence, and time orientation between the US and Korea. However, the difference in individualistic cues between U.S. and Korea was not significant. <B>Research limitations/implications</B> - Using the integration of multiple cultural frameworks will better explain cultural differences reflected in marketing communication in FS sector. Future research is needed to generalize how such frameworks are reflected in different settings, such as different media or different countries. <B>Practical implications</B> - The findings of this study suggest that FSA reflect cultural values, providing further implications for financial services companies targeting the global market. <B>Originality/value</B> - This study extends the understanding of impact of cultural values on advertising by exploring the financial services industry. Article literatinetwork@emeraldinsight.com (Young-A Song, Hongmin Ahn, Yongjun Sung) Tue, 05 Aug 2014 00:00:00 +0100 Building trust by signaling trustworthiness in service retail http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=5&articleid=17114547&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - The purpose of this research is to investigate the role of retailer trustworthiness in driving customer trust and the subsequent impact on loyalty. We position trustworthiness as a mediator in the link between retail strategies and the development of trust. We model customer loyalty to the service retailer as a function of the trust created through trustworthy perceptions.<B>Design/methodology/approach</B> - We validate our model using 420 survey responses from customers in a service retail setting. Nine research hypotheses were tested using Structural Equation Modeling. Alternate models are estimated and the results provide support for our theory-based trustworthiness mediation model.<B>Findings</B> - Trustworthy behaviors first build trustworthiness, which then translates into customer trust and ultimately has a positive impact on both behavioral and attitudinal loyalty. <B>Research limitations/implications</B> - Our research highlights the importance for retailers to signal their trustworthiness in order to build customer trust and loyalty. Researchers should measure trustworthiness perceptions when examining customer relationships and managers should plan strategically to develop both trust and trustworthiness with their customers. <B>Originality/value</B> - This study is one of the first to investigate the mediating effect of trustworthiness on customer loyalty in service settings. While past research has investigated dimensions of trustworthy behaviors, none has included a measure of trustworthiness perceptions and consumer trust in the same theoretical model. The results of our research provide important insights for both researchers and managers. Article literatinetwork@emeraldinsight.com (Husni Kharouf, Donald J Lund, Harjit Singh Sekhon) Tue, 05 Aug 2014 00:00:00 +0100 Reexamining the place of servicescape in marketing: a service dominant logic perspective http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=5&articleid=17114543&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - To extend understanding of the sense of place captured by the servicescape concept, as a means by which customers clarify their service expectations and their satisfaction with service experiences. <B>Design/methodology/approach</B> - Conceptual. This article critically examines and extends the servicescape concept in the light of insights from the service-dominant (S-D) logic.<B>Findings</B> - First, we explain how servicescape adds meaning to a service provider’s value-proposition, part of a pattern of customer expectations which are later confirmed or disconfirmed as value-in-use. Second, the servicescape is a more socially imbued context than has previously been recognized, because the service experience is co-created by customer and service provider. Third, the context for service is not restricted to the traditional physical servicescape, as other more fluid and web based settings are now common. <B>Practical implications</B> - Extending the understanding of place as a context for value determination in new ways<B>Originality/value</B> - The literature on servicescape is extensive but it is anchored to the physicality of the service environment. Given the rise of Internet and more recently digital social media as a virtual "place" of business, the relevance of servicescape is due for critical review. Our critical examination adds to the experience value of service and also extends the S-D logic understanding of value-in-use Article literatinetwork@emeraldinsight.com (Elin Nilsson, David Ballantyne) Tue, 05 Aug 2014 00:00:00 +0100 Customer delight and work engagement http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=5&articleid=17114544&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - Customer service research highlights the impact of employee attitudes and behaviors on customer satisfaction. More recently, this relationship has been examined in reverse, evaluating how customer emotions influence the employee. Unfortunately, previous research has not evaluated variables that inhibit the impact of customer emotions on the employee. Thus, the purpose of the current research is to evaluate how customer contact level and customer service based role conflict influence the relationship between customer emotions and work engagement, while simultaneously evaluating psychological capital as an outcome of work engagement.<B>Design/methodology/approach</B> - Data were collected from frontline employees across high and low customer contact service contexts. The hypothesized relationships were tested using structural equation modeling. <B>Findings</B> - This research provides empirical evidence that employee perceived customer delight impacts employee work engagement. However, through a process of feedback customer service based role conflict impacts the relationship between customer emotions and employee emotions. Lastly, the conceptual model illustrates how engaged employees can create their own personal resources vis-à-vis the broaden-and-build theory of positive emotions. <B>Research limitations/implications</B> - This research identifies both antecedent and outcomes variables associated with work engagement, as well as identified mediating factors.<B>Practical implications</B> - Results suggest that the quality and level of contact that frontline employees have with customers impact their work engagement. Furthermore, engaged frontline employees have the ability to create their own personal resources. <B>Originality/value</B> - This research makes contributions to the understanding of the impact of positive customer emotions on frontline employees. Article literatinetwork@emeraldinsight.com (Donald Barnes, Joel E Collier, Stacey Robinson) Tue, 05 Aug 2014 00:00:00 +0100 Customers helping customers: payoffs for linking customers http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=5&articleid=17114533&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - Through the theoretical lens of service dominant logic (SDL), this paper examines the relationship between customer networks and intercustomer social support. Co-creation and objective performance objectives are analyzed to understand the differential impact of instrumental and social/emotional intercustomer support on performance. <B>Design/methodology/approach</B> - A combination of survey and secondary data was collected within a health-club setting to test hypotheses. The data was analyzed using SEM.<B>Findings</B> - A customer’s network ties positively impacts their intercustomer support perceptions, and this relationship is moderated by tie strength. Further, instrumental support impacts objective performance measures, while social/emotional has a greater impact on affective outcomes.<B>Research limitations/implications</B> - As customers become more connected, it is in the interest of the organization to capitalize on these connections. Future research should investigate what types of programming and marketing can directly enhance the number and types of connections customers form with others. <B>Practical implications</B> - Service organizations can benefit by fostering environments where customers connect with each other. These connections need not be at a high level; simple, informational connections prove to benefit the organization.<B>Originality/value</B> - The present research is designed to add to the research on intercustomer support in the service literature. This study investigates network level antecedents of intercustomer support. Further, this research connects intercustomer support to objective (firm-reported) measures of performance. Last, this research examines intercustomer support through the lens of SDL and investigates its impact on co-creation outcomes. Article literatinetwork@emeraldinsight.com (Hulda G. Black, Leslie H. Vincent, Steven J. Skinner) Tue, 05 Aug 2014 00:00:00 +0100 The antecedents of strategic pricing and its effect on company performance in the case of industrial service firms http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=5&articleid=17114539&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - The purpose of this research paper is to examine a) the impact of a number of variables on the adoption of strategic pricing by industrial service firms, and b) the effect of this adoption on company performance.<B>Design/methodology/approach</B> - Data were collected from 301 industrial service firms operating in seven different service sectors through a mail survey. Moreover, qualitative research through 35 in-depth interviews was conducted.<B>Findings</B> - The findings reveal that market orientation and market growth boost the development of strategic pricing. On the other hand, technological and market turbulence hinder this development, while the overall impact of turbulence is reduced in market oriented firms. Finally, strategic pricing has a positive impact on company performance in both quantitative and qualitative terms.<B>Research limitations/implications</B> - The adoption of strategic pricing requires attention to a variety of company and market related factors, while this adoption can improve various aspects of company performance. The addition of other moderating and mediating effects could certainly provide additional insights.<B>Originality/value</B> - The current study represents one of the first attempts to empirically examine the above topics in an industrial service context. Article literatinetwork@emeraldinsight.com (Kostis Indounas) Tue, 05 Aug 2014 00:00:00 +0100 Recommendations as personalized marketing: insights from customer experiences http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=5&articleid=17114557&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - Recommendation agents programmed to "learn" customer preferences and make personalized recommendations of products and services are considered a useful tool for targeting customer individually. Some leading service firms have developed proprietary recommender systems in the hope that personalized recommendations could engage customers, increase satisfaction, and sharpen their competitive edge. However, personalized recommendations do not always deliver customer satisfaction. More often, they lead to dissatisfaction, annoyance, or irritation. This paper is an exploratory study of customers’ "lived" experiences of commercial recommendation services to better understand customer expectations for personalization with recommendation agents.<B>Design/methodology/approach</B> - The critical incident technique is used to analyze customer satisfactory or dissatisfactory incidents collected from online group discussion participants and bloggers to develop a classification scheme.<B>Findings</B> - A classification scheme with 15 categories is developed, each illustrated with satisfactory incidents and dissatisfactory incidents, defined in terms of an underlying customer expectation, typical instances of satisfaction and dissatisfaction, and, when possible, conditions under which customers are likely to have such an expectation. Three pairs of themes emerged from the classification scheme. Six tentative research propositions were introduced.<B>Research limitations/implications</B> - Findings from this exploratory research should be regarded as preliminary. Besides, content validity of the categories and generalizability of the findings should be subject to future research.<B>Practical implications</B> - Research findings have implications for identifying priorities in developing algorithms and for managing personalization more strategically.<B>Originality/value</B> - This research explores response to personalization from a customer's perspective. Article literatinetwork@emeraldinsight.com (Daniel Shen) Tue, 05 Aug 2014 00:00:00 +0100 Executive summary of 'Cultural values in financial services advertising: a cross-cultural study of magazine ads in the US and Korea' http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=5&articleid=17114532&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Brian Beal) Tue, 05 Aug 2014 00:00:00 +0100 Executive summary of 'Building trust by signaling trustworthiness in service retail' http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=5&articleid=17114536&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Brian Beal) Tue, 05 Aug 2014 00:00:00 +0100 Executive summary of 'Re-examining the place of servicescape in marketing: a service-dominant logic perspective' http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=5&articleid=17114566&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Brian Beal) Tue, 05 Aug 2014 00:00:00 +0100 Executive summary of 'Customer delight and work engagement' http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=5&articleid=17114559&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Brian Beal) Tue, 05 Aug 2014 00:00:00 +0100 Executive summary of 'Customers helping customers: payoffs for linking customers' http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=5&articleid=17114560&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Brian Beal) Tue, 05 Aug 2014 00:00:00 +0100 Executive summary of 'The antecedents of strategic pricing and its effect on company performance in the case of industrial service firms' http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=5&articleid=17114553&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Brian Beal) Tue, 05 Aug 2014 00:00:00 +0100 Executive summary of 'Recommendations as personalized marketing: insights from customer experiences' http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=5&articleid=17114528&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Brian Beal) Tue, 05 Aug 2014 00:00:00 +0100