Journal of Services MarketingTable of Contents for Journal of Services Marketing. List of articles from the current issue, including Just Accepted (EarlyCite)https://www.emerald.com/insight/publication/issn/0887-6045/vol/38/iss/10?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestJournal of Services MarketingEmerald Publishing LimitedJournal of Services MarketingJournal of Services Marketinghttps://www.emerald.com/insight/proxy/containerImg?link=/resource/publication/journal/ef5a599f400b5007859c791141bd29df/urn:emeraldgroup.com:asset:id:binary:jsm.cover.jpghttps://www.emerald.com/insight/publication/issn/0887-6045/vol/38/iss/10?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestCo-creating customer experiences in service ecosystems: a study in a tourist destinationhttps://www.emerald.com/insight/content/doi/10.1108/JSM-09-2023-0334/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to examine the co-creation of customer experiences at different levels in service ecosystems, analyzing the case of a tourist destination. A questionnaire was designed based on previously validated scales. The questionnaire was distributed through the social media platforms Facebook and Instagram. The survey yielded 1,476 valid responses for three types of destinations. Structural equation modeling and multigroup analysis were performed to test the hypotheses. Aggregate service experience and memorable customer experience (MCE) in service ecosystems are determined by customer experiences at a dyadic level. Service experience at the ecosystem level is formed from ordinary experiences at the actor level, while MCE is formed from extraordinary experiences at the dyadic level. The type of ecosystem moderates the relationships between the variables but does not alter the importance of each of them. The relationship between the co-creation of customer experiences at different levels of service ecosystems (dyadic vs aggregate) is addressed. A relationship is established between the ordinary and extraordinary character of experiences and their memorability at the ecosystem level.Co-creating customer experiences in service ecosystems: a study in a tourist destination
Diego Monferrer Tirado, Miguel Angel Moliner Tena, Marta Estrada
Journal of Services Marketing, Vol. 38, No. 10, pp.1-16

This study aims to examine the co-creation of customer experiences at different levels in service ecosystems, analyzing the case of a tourist destination.

A questionnaire was designed based on previously validated scales. The questionnaire was distributed through the social media platforms Facebook and Instagram. The survey yielded 1,476 valid responses for three types of destinations. Structural equation modeling and multigroup analysis were performed to test the hypotheses.

Aggregate service experience and memorable customer experience (MCE) in service ecosystems are determined by customer experiences at a dyadic level. Service experience at the ecosystem level is formed from ordinary experiences at the actor level, while MCE is formed from extraordinary experiences at the dyadic level. The type of ecosystem moderates the relationships between the variables but does not alter the importance of each of them.

The relationship between the co-creation of customer experiences at different levels of service ecosystems (dyadic vs aggregate) is addressed. A relationship is established between the ordinary and extraordinary character of experiences and their memorability at the ecosystem level.

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Co-creating customer experiences in service ecosystems: a study in a tourist destination10.1108/JSM-09-2023-0334Journal of Services Marketing2024-01-30© 2024 Diego Monferrer Tirado, Miguel Angel Moliner Tena and Marta Estrada.Diego Monferrer TiradoMiguel Angel Moliner TenaMarta EstradaJournal of Services Marketing38102024-01-3010.1108/JSM-09-2023-0334https://www.emerald.com/insight/content/doi/10.1108/JSM-09-2023-0334/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Diego Monferrer Tirado, Miguel Angel Moliner Tena and Marta Estrada.http://creativecommons.org/licences/by/4.0/legalcode
Improving donation service design: expanding choice to increase perceived justice and satisfactionhttps://www.emerald.com/insight/content/doi/10.1108/JSM-01-2023-0001/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestCircumstances such as pandemics can cause individuals to fall into a state of need, so they turn to donation services for assistance. However, donation services can be designed based on supply-side considerations, e.g. efficiency or inventory control, which restrict consumer choice without necessarily considering how consumer vulnerabilities like low financial or interpersonal power might cause them to react to such restrictions. Thus, the purpose of this paper is to examine service designs that limit the choices consumers are given in terms of either the allowable quantity or assortment variety and examine effects on consumer perceptions of justice and satisfaction. Three experiments are reported, including one manipulating the service design of an actual food pantry. When consumers have low financial or interpersonal power, meaning their initial state of control is low, and they encounter a donation service that provides limited (vs. expanded) choice that drops control even lower, they perceive the situation as unjust and report lower satisfaction. Donation service providers should strive to design services that allow for expanded consumer choice and use interpersonal processes that empower beneficiaries so they perceive the service experience as just and satisfying. Collecting feedback from beneficiaries is also recommended. While researchers have started to look at the service experiences of vulnerable populations, they have focused primarily on financial service designs. The authors look at donation service designs and identify problems with supply-side limits to choice quantity and assortment.Improving donation service design: expanding choice to increase perceived justice and satisfaction
Nea North, Cornelia (Connie) Pechmann
Journal of Services Marketing, Vol. ahead-of-print, No. ahead-of-print, pp.-

Circumstances such as pandemics can cause individuals to fall into a state of need, so they turn to donation services for assistance. However, donation services can be designed based on supply-side considerations, e.g. efficiency or inventory control, which restrict consumer choice without necessarily considering how consumer vulnerabilities like low financial or interpersonal power might cause them to react to such restrictions. Thus, the purpose of this paper is to examine service designs that limit the choices consumers are given in terms of either the allowable quantity or assortment variety and examine effects on consumer perceptions of justice and satisfaction.

Three experiments are reported, including one manipulating the service design of an actual food pantry.

When consumers have low financial or interpersonal power, meaning their initial state of control is low, and they encounter a donation service that provides limited (vs. expanded) choice that drops control even lower, they perceive the situation as unjust and report lower satisfaction.

Donation service providers should strive to design services that allow for expanded consumer choice and use interpersonal processes that empower beneficiaries so they perceive the service experience as just and satisfying. Collecting feedback from beneficiaries is also recommended.

While researchers have started to look at the service experiences of vulnerable populations, they have focused primarily on financial service designs. The authors look at donation service designs and identify problems with supply-side limits to choice quantity and assortment.

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Improving donation service design: expanding choice to increase perceived justice and satisfaction10.1108/JSM-01-2023-0001Journal of Services Marketing2023-12-12© 2023 Emerald Publishing LimitedNea NorthCornelia (Connie) PechmannJournal of Services Marketingahead-of-printahead-of-print2023-12-1210.1108/JSM-01-2023-0001https://www.emerald.com/insight/content/doi/10.1108/JSM-01-2023-0001/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The role of organizational resilience in SME service innovation and value cocreationhttps://www.emerald.com/insight/content/doi/10.1108/JSM-03-2023-0081/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe COVID-19 pandemic has significantly affected service small- and medium-sized enterprises (SMEs), increasing the importance of understanding how these businesses can become more resilient and how service innovation can be an effective strategy to increase their adaptive capacity and survival. This study aims to examine the role of dynamic capabilities in service innovation as a factor explaining the resilience of SMEs in Puerto Rico and the Dominican Republic during the COVID-19 crisis and its impact on service innovation. Additionally, the authors assess whether service innovation has a significant impact on value cocreation in these businesses. This study used a quantitative method by surveying 118 SME owners in Puerto Rico and the Dominican Republic. The data were analyzed using partial least-squares structural equation modeling. The results reflect important theoretical contributions by analyzing resilience from an innovation perspective instead of a retrospective approach, which is an area that has not been analyzed in the literature. Additionally, theoretical contributions to marketing services in SMEs are discussed, which is an underresearched topic. The results advance by discussing the role of service innovation through the reconfiguration of resources and how this can be an effective strategy to increase value cocreation with customers during crises. This study is original in that it analyzes resilience from the perspective of innovation, and not from a retrospective approach. It offers a vision in response to the need for studies that provide a clearer conceptualization of resilience in small businesses. This highlights the importance of considering regional differences and service innovation as effective strategies to enhance resilience and value cocreation with customers.The role of organizational resilience in SME service innovation and value cocreation
Evelyn Lopez, Jose A. Flecha-Ortiz, Maria Santos-Corrada, Virgin Dones
Journal of Services Marketing, Vol. ahead-of-print, No. ahead-of-print, pp.-

The COVID-19 pandemic has significantly affected service small- and medium-sized enterprises (SMEs), increasing the importance of understanding how these businesses can become more resilient and how service innovation can be an effective strategy to increase their adaptive capacity and survival. This study aims to examine the role of dynamic capabilities in service innovation as a factor explaining the resilience of SMEs in Puerto Rico and the Dominican Republic during the COVID-19 crisis and its impact on service innovation. Additionally, the authors assess whether service innovation has a significant impact on value cocreation in these businesses.

This study used a quantitative method by surveying 118 SME owners in Puerto Rico and the Dominican Republic. The data were analyzed using partial least-squares structural equation modeling.

The results reflect important theoretical contributions by analyzing resilience from an innovation perspective instead of a retrospective approach, which is an area that has not been analyzed in the literature. Additionally, theoretical contributions to marketing services in SMEs are discussed, which is an underresearched topic. The results advance by discussing the role of service innovation through the reconfiguration of resources and how this can be an effective strategy to increase value cocreation with customers during crises.

This study is original in that it analyzes resilience from the perspective of innovation, and not from a retrospective approach. It offers a vision in response to the need for studies that provide a clearer conceptualization of resilience in small businesses. This highlights the importance of considering regional differences and service innovation as effective strategies to enhance resilience and value cocreation with customers.

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The role of organizational resilience in SME service innovation and value cocreation10.1108/JSM-03-2023-0081Journal of Services Marketing2024-03-20© 2024 Emerald Publishing LimitedEvelyn LopezJose A. Flecha-OrtizMaria Santos-CorradaVirgin DonesJournal of Services Marketingahead-of-printahead-of-print2024-03-2010.1108/JSM-03-2023-0081https://www.emerald.com/insight/content/doi/10.1108/JSM-03-2023-0081/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?https://www.emerald.com/insight/content/doi/10.1108/JSM-03-2023-0096/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to explore how not-for-profit organisations (NFPs) adopt service innovation and improve their employee resilience capabilities as a response to environmental changes arising from marketisation of public services. Using a multiple case-study research design, this study involved 32 interviews with frontline employees working in a not-for-profit care-providing organisation. This study finds that the development of absorptive capacity can facilitate service innovation adoption in NFPs and improve employee resilience in times of transition. This study offers theoretical insights on service innovation, absorptive capacity and employee resilience in NFPs. It makes practical recommendations that will enable NFPs to help frontline employees better adopt service innovation practices in business models endorsed by the private sector.How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?
Fatemeh S. Shahmehr, Amrik Sohal, Seyed Mohammad Sadegh Khaksar
Journal of Services Marketing, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to explore how not-for-profit organisations (NFPs) adopt service innovation and improve their employee resilience capabilities as a response to environmental changes arising from marketisation of public services.

Using a multiple case-study research design, this study involved 32 interviews with frontline employees working in a not-for-profit care-providing organisation.

This study finds that the development of absorptive capacity can facilitate service innovation adoption in NFPs and improve employee resilience in times of transition.

This study offers theoretical insights on service innovation, absorptive capacity and employee resilience in NFPs. It makes practical recommendations that will enable NFPs to help frontline employees better adopt service innovation practices in business models endorsed by the private sector.

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How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?10.1108/JSM-03-2023-0096Journal of Services Marketing2024-03-22© 2024 Emerald Publishing LimitedFatemeh S. ShahmehrAmrik SohalSeyed Mohammad Sadegh KhaksarJournal of Services Marketingahead-of-printahead-of-print2024-03-2210.1108/JSM-03-2023-0096https://www.emerald.com/insight/content/doi/10.1108/JSM-03-2023-0096/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Service employees’ STARA awareness and proactive service performancehttps://www.emerald.com/insight/content/doi/10.1108/JSM-03-2023-0115/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to explore the role of frontline service employees’ (FSEs) awareness that their job can be substituted by smart technology, artificial intelligence, robotics and algorithms (STARA) in their job autonomy and proactive service performance and when these relationships can be buffered. Drawing on the cognitive appraisal theory of stress, the study examined the mediating relationship between FSEs’ STARA awareness, job autonomy and proactive service performance and the moderating effects of self-efficacy and resilience on this relationship. The authors administered two-wave online surveys to 301 South Korean FSEs working in various service sectors (e.g. retailing, food/beverage, hospitality/tourism and banking). The Time 1 survey measured respondents’ STARA awareness, self-efficacy, resilience and job autonomy, and the Time 2 survey assessed their proactive service performance. FSEs’ STARA awareness negatively affected their subsequent proactive service performance through decreased job autonomy. The negative association between STARA awareness and job autonomy was weaker when FSEs’ self-efficacy was high than when it was low. While the authors observed no significant moderation of resilience, the author found a marginally significant three-way interaction between STARA awareness, self-efficacy and resilience. Specifically, STARA awareness was negatively related to job autonomy only when both self-efficacy and resilience were low. When either self-efficacy or resilience was high, the association between STARA awareness and job autonomy became nonsignificant, suggesting the buffering roles of the two personal resources. Given that the measurement of variables relied on self-reported data, rater biases might have affected the findings of the study. Moreover, the simultaneous measurement of STARA awareness, self-efficacy, resilience and job autonomy could preclude causal inferences between these variables. The authors encourage future studies to use a more rigorous methodology to reduce rater biases and establish stronger causality between the variables. Service firms can decrease FSEs’ STARA awareness through training in the knowledge and skills necessary to work with these technologies. To promote FSEs’ proactive service performance in this context, service firms need to involve them in decisions related to STARA adoption and allow them to craft their jobs. Service managers should provide FSEs with social support and exercise empowering and supportive leadership to help them view STARA as a challenge rather than a threat. Distinct from prior research on STARA awareness and employee outcomes, the study identified proactive service performance as a key outcome in the STARA context. By presenting self-efficacy and resilience as crucial personal resources that buffer FSEs from the deleterious impact of STARA awareness, the study provides practitioners with insights that can help FSEs maintain their job autonomy and proactive service performance in times of digitalization and automation.Service employees’ STARA awareness and proactive service performance
Won-Moo Hur, Yuhyung Shin
Journal of Services Marketing, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to explore the role of frontline service employees’ (FSEs) awareness that their job can be substituted by smart technology, artificial intelligence, robotics and algorithms (STARA) in their job autonomy and proactive service performance and when these relationships can be buffered. Drawing on the cognitive appraisal theory of stress, the study examined the mediating relationship between FSEs’ STARA awareness, job autonomy and proactive service performance and the moderating effects of self-efficacy and resilience on this relationship.

The authors administered two-wave online surveys to 301 South Korean FSEs working in various service sectors (e.g. retailing, food/beverage, hospitality/tourism and banking). The Time 1 survey measured respondents’ STARA awareness, self-efficacy, resilience and job autonomy, and the Time 2 survey assessed their proactive service performance.

FSEs’ STARA awareness negatively affected their subsequent proactive service performance through decreased job autonomy. The negative association between STARA awareness and job autonomy was weaker when FSEs’ self-efficacy was high than when it was low. While the authors observed no significant moderation of resilience, the author found a marginally significant three-way interaction between STARA awareness, self-efficacy and resilience. Specifically, STARA awareness was negatively related to job autonomy only when both self-efficacy and resilience were low. When either self-efficacy or resilience was high, the association between STARA awareness and job autonomy became nonsignificant, suggesting the buffering roles of the two personal resources.

Given that the measurement of variables relied on self-reported data, rater biases might have affected the findings of the study. Moreover, the simultaneous measurement of STARA awareness, self-efficacy, resilience and job autonomy could preclude causal inferences between these variables. The authors encourage future studies to use a more rigorous methodology to reduce rater biases and establish stronger causality between the variables.

Service firms can decrease FSEs’ STARA awareness through training in the knowledge and skills necessary to work with these technologies. To promote FSEs’ proactive service performance in this context, service firms need to involve them in decisions related to STARA adoption and allow them to craft their jobs. Service managers should provide FSEs with social support and exercise empowering and supportive leadership to help them view STARA as a challenge rather than a threat.

Distinct from prior research on STARA awareness and employee outcomes, the study identified proactive service performance as a key outcome in the STARA context. By presenting self-efficacy and resilience as crucial personal resources that buffer FSEs from the deleterious impact of STARA awareness, the study provides practitioners with insights that can help FSEs maintain their job autonomy and proactive service performance in times of digitalization and automation.

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Service employees’ STARA awareness and proactive service performance10.1108/JSM-03-2023-0115Journal of Services Marketing2024-03-22© 2024 Emerald Publishing LimitedWon-Moo HurYuhyung ShinJournal of Services Marketingahead-of-printahead-of-print2024-03-2210.1108/JSM-03-2023-0115https://www.emerald.com/insight/content/doi/10.1108/JSM-03-2023-0115/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
The influence of seamless shopping experience on customers’ word of mouth on social mediahttps://www.emerald.com/insight/content/doi/10.1108/JSM-04-2023-0135/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDespite the increasing relevance of seamless shopping experience in an omnichannel context, research on how seamless shopping experience affects customers’ word of mouth on social media (sWOM) remains scant. Based on the attribution theory, this study aims to investigate the effects of seamless shopping experience types on customers’ sWOM intentions from the perspective of smart-shopping feelings and validated the moderation role of shopping orientation. Using a data set of 301 omnichannel customers, three scenario-based experiments were conducted to address the research questions. An efficient and interconnected experience is more likely to positively affect sWOM intentions than an inefficient but interconnected experience. Furthermore, smart-shopping feelings were found to have a significant mediating effect. For experiential-oriented shoppers, the positive relationship between an efficient and interconnected experience, smart-shopping feelings and sWOM intentions was significantly strengthened. This research contributes to the sWOM and omnichannel service experience literature by investigating the influences of seamless shopping experience types on customers’ sWOM intentions. This research also provides recommendations for designing and delivering a superior, seamless shopping experience for omnichannel shoppers.The influence of seamless shopping experience on customers’ word of mouth on social media
Jingwen Li, Yaping Chang
Journal of Services Marketing, Vol. ahead-of-print, No. ahead-of-print, pp.-

Despite the increasing relevance of seamless shopping experience in an omnichannel context, research on how seamless shopping experience affects customers’ word of mouth on social media (sWOM) remains scant. Based on the attribution theory, this study aims to investigate the effects of seamless shopping experience types on customers’ sWOM intentions from the perspective of smart-shopping feelings and validated the moderation role of shopping orientation.

Using a data set of 301 omnichannel customers, three scenario-based experiments were conducted to address the research questions.

An efficient and interconnected experience is more likely to positively affect sWOM intentions than an inefficient but interconnected experience. Furthermore, smart-shopping feelings were found to have a significant mediating effect. For experiential-oriented shoppers, the positive relationship between an efficient and interconnected experience, smart-shopping feelings and sWOM intentions was significantly strengthened.

This research contributes to the sWOM and omnichannel service experience literature by investigating the influences of seamless shopping experience types on customers’ sWOM intentions. This research also provides recommendations for designing and delivering a superior, seamless shopping experience for omnichannel shoppers.

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The influence of seamless shopping experience on customers’ word of mouth on social media10.1108/JSM-04-2023-0135Journal of Services Marketing2023-12-26© 2023 Emerald Publishing LimitedJingwen LiYaping ChangJournal of Services Marketingahead-of-printahead-of-print2023-12-2610.1108/JSM-04-2023-0135https://www.emerald.com/insight/content/doi/10.1108/JSM-04-2023-0135/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Reconfiguration and transformation for resilience: building service organizations towards sustainabilityhttps://www.emerald.com/insight/content/doi/10.1108/JSM-04-2023-0144/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestAmidst unpredictable and turbulent periods, such as the COVID-19 pandemic, service organization’s responses are required to be innovative, adaptable and resilient. The purpose of this study is to explore the utilization of both reconfiguration and transformational strategies as instruments for cultivating resilience and advancing sustainability in service organizations. The study examines a proposed resilience model using fuzzy logic. The research also used a semantic differential scale to capture nuanced and intricate attitudes. Finally, to augment the validity of the resilience model, a measurement scale was formulated using business mathematics and expert opinions. Although investing in resilience training can help organizations gain control and maintain their operations in times of crisis, it may not directly help service organizations understand the external turmoil, seek available resources or create adaptive remedies. Conversely, high levels of reconfiguration and transformation management vigour empower a service organization’s revolutionary, malleable vision, organizational structure and decision-making processes, welcoming talented and innovative employees to enhance capabilities during crises. The resilience model bestows a comprehensive understanding of the pertinence of building resilience for service organizations identifying the antecedents that influence the adoption of these strategies and introduces a range of theoretical perspectives that empowers service organizations to conceptualize and plan for building resilience. The research guides service organizations to become more resilient to external shocks and adapt to changing circumstances by diversifying their offerings, optimizing their resources and adopting flexible work arrangements. The study elaborates on the enhancement of resilience, increasing innovation, improving efficiency and enhancing customer satisfaction for service organizations to remain competitive and contribute to positive social and economic outcomes through the adoption of both reconfiguration and transformational strategies. The study also guides the service organizations to become more resilient to external shocks and adapt to changing circumstances by diversifying their offerings, optimizing their resources and adopting flexible work arrangements. Rapid innovation and business model innovation are essential components, enabling service organizations to foster a culture of innovation and remain competitive. In addition, the adoption can lead to improved financial performance, job creation and economic growth, contributing to positive social and economic impacts. The resilience model bestows a comprehensive understanding of the pertinence of building resilience for service organizations. It identifies the antecedents that influence the adoption of these strategies and introduces a range of theoretical perspectives that empowers service organizations to conceptualize and plan for building resilience. The research also provides a foundation for further investigation into the effectiveness of these strategies and their impact on organizational performance and sustainability. By better preparing service organizations for disruptions and uncertainties, this research triggers ameliorated organizational performance and sustainability. Within the realm of the service industry, the present investigation has undertaken the development, quantification and scrutiny of both resilience and tenacity. In addition, it has delved into the intricate dynamics surrounding the influencing factors and antecedents that bear upon resilience, elucidating their consequential impact on the operational performance and outlook of service-oriented organizations. The findings derived from this research furnish valuable insights germane to enhancing operational efficacy and surmounting impediments within the sector.Reconfiguration and transformation for resilience: building service organizations towards sustainability
Arjun J Nair, Sridhar Manohar, Amit Mittal
Journal of Services Marketing, Vol. ahead-of-print, No. ahead-of-print, pp.-

Amidst unpredictable and turbulent periods, such as the COVID-19 pandemic, service organization’s responses are required to be innovative, adaptable and resilient. The purpose of this study is to explore the utilization of both reconfiguration and transformational strategies as instruments for cultivating resilience and advancing sustainability in service organizations.

The study examines a proposed resilience model using fuzzy logic. The research also used a semantic differential scale to capture nuanced and intricate attitudes. Finally, to augment the validity of the resilience model, a measurement scale was formulated using business mathematics and expert opinions.

Although investing in resilience training can help organizations gain control and maintain their operations in times of crisis, it may not directly help service organizations understand the external turmoil, seek available resources or create adaptive remedies. Conversely, high levels of reconfiguration and transformation management vigour empower a service organization’s revolutionary, malleable vision, organizational structure and decision-making processes, welcoming talented and innovative employees to enhance capabilities during crises.

The resilience model bestows a comprehensive understanding of the pertinence of building resilience for service organizations identifying the antecedents that influence the adoption of these strategies and introduces a range of theoretical perspectives that empowers service organizations to conceptualize and plan for building resilience. The research guides service organizations to become more resilient to external shocks and adapt to changing circumstances by diversifying their offerings, optimizing their resources and adopting flexible work arrangements. The study elaborates on the enhancement of resilience, increasing innovation, improving efficiency and enhancing customer satisfaction for service organizations to remain competitive and contribute to positive social and economic outcomes through the adoption of both reconfiguration and transformational strategies.

The study also guides the service organizations to become more resilient to external shocks and adapt to changing circumstances by diversifying their offerings, optimizing their resources and adopting flexible work arrangements. Rapid innovation and business model innovation are essential components, enabling service organizations to foster a culture of innovation and remain competitive. In addition, the adoption can lead to improved financial performance, job creation and economic growth, contributing to positive social and economic impacts.

The resilience model bestows a comprehensive understanding of the pertinence of building resilience for service organizations. It identifies the antecedents that influence the adoption of these strategies and introduces a range of theoretical perspectives that empowers service organizations to conceptualize and plan for building resilience. The research also provides a foundation for further investigation into the effectiveness of these strategies and their impact on organizational performance and sustainability. By better preparing service organizations for disruptions and uncertainties, this research triggers ameliorated organizational performance and sustainability.

Within the realm of the service industry, the present investigation has undertaken the development, quantification and scrutiny of both resilience and tenacity. In addition, it has delved into the intricate dynamics surrounding the influencing factors and antecedents that bear upon resilience, elucidating their consequential impact on the operational performance and outlook of service-oriented organizations. The findings derived from this research furnish valuable insights germane to enhancing operational efficacy and surmounting impediments within the sector.

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Reconfiguration and transformation for resilience: building service organizations towards sustainability10.1108/JSM-04-2023-0144Journal of Services Marketing2024-03-14© 2024 Emerald Publishing LimitedArjun J NairSridhar ManoharAmit MittalJournal of Services Marketingahead-of-printahead-of-print2024-03-1410.1108/JSM-04-2023-0144https://www.emerald.com/insight/content/doi/10.1108/JSM-04-2023-0144/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Service robot acceptance in museums: an empirical study using the service robot acceptance model (sRAM)https://www.emerald.com/insight/content/doi/10.1108/JSM-05-2023-0183/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to apply the service robot acceptance model (sRAM) to examine how attitude toward human–robot interaction (HRI) and engagement influence consumer acceptance of service robots in a frontline setting. Data was collected from 255 visitors who interacted with a robotic tour guide at a city museum. The data was analyzed using smart PLS 4.0. The findings show the positive effects of subjective norms, appearance, perceived trust and positive emotion on both attitude toward HRI and engagement. In addition, social capability impacted attitude toward HRI, whereas perceived usefulness affected engagement. To deliver engaging museum experiences that bring about positive word-of-mouth and intention to visit, managers need to incorporate the sRAM dimensions in the design and deployment of service robots. This research uses field data to empirically validate the sRAM in the context of service robot acceptance. It introduces engagement as a novel mediating variable, enriching current understanding of human-like qualities in HRIs.Service robot acceptance in museums: an empirical study using the service robot acceptance model (sRAM)
Amy Wong, Jimmy Wong
Journal of Services Marketing, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to apply the service robot acceptance model (sRAM) to examine how attitude toward human–robot interaction (HRI) and engagement influence consumer acceptance of service robots in a frontline setting.

Data was collected from 255 visitors who interacted with a robotic tour guide at a city museum. The data was analyzed using smart PLS 4.0.

The findings show the positive effects of subjective norms, appearance, perceived trust and positive emotion on both attitude toward HRI and engagement. In addition, social capability impacted attitude toward HRI, whereas perceived usefulness affected engagement.

To deliver engaging museum experiences that bring about positive word-of-mouth and intention to visit, managers need to incorporate the sRAM dimensions in the design and deployment of service robots.

This research uses field data to empirically validate the sRAM in the context of service robot acceptance. It introduces engagement as a novel mediating variable, enriching current understanding of human-like qualities in HRIs.

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Service robot acceptance in museums: an empirical study using the service robot acceptance model (sRAM)10.1108/JSM-05-2023-0183Journal of Services Marketing2024-02-22© 2024 Emerald Publishing LimitedAmy WongJimmy WongJournal of Services Marketingahead-of-printahead-of-print2024-02-2210.1108/JSM-05-2023-0183https://www.emerald.com/insight/content/doi/10.1108/JSM-05-2023-0183/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Men’s transformative health service use: rethinking customer experience of vulnerabilityhttps://www.emerald.com/insight/content/doi/10.1108/JSM-06-2023-0220/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestPreventative health services are keen to identify how to engage men and increase their participation, thus improving health, well-being and life expectancy over time. Prior research has shown general gender norms are a key reason for men’s avoidance of these services, yet there is little investigation of specific gender norms. Furthermore, masculinity has not been examined as a factor associated with customer vulnerability. This paper aims to identify the relationship between gender norm segments for men, likely customer vulnerability over time and subjective health and well-being. Adult males (n = 13,891) from an Australian longitudinal men’s health study were classified using latent class analysis. Conditional growth mixture modelling was conducted at three timepoints. Three masculinity segments were identified based on masculine norm conformity: traditional self-reliant, traditional bravado and modern status. All segments had likely customer experience of vulnerability. Over time, the likely experience was temporary for the modern status segment but prolonged for the traditional self-reliant and traditional bravado segments. The traditional self-reliant segment had low subjective health and low overall well-being over time. Practitioners can tailor services to gender norm segments, enabling self-reliant men to provide expertise and use the “Status” norm to reach all masculinity segments. The study of customer vulnerability in a group usually considered privileged identifies differential temporal experiences based on gender norms. The study confirms customer vulnerability is temporal in nature; customer vulnerability changes over time from likely to actual for self-reliant men.Men’s transformative health service use: rethinking customer experience of vulnerability
Jacquie McGraw, Rebekah Russell-Bennett, Katherine M. White
Journal of Services Marketing, Vol. ahead-of-print, No. ahead-of-print, pp.-

Preventative health services are keen to identify how to engage men and increase their participation, thus improving health, well-being and life expectancy over time. Prior research has shown general gender norms are a key reason for men’s avoidance of these services, yet there is little investigation of specific gender norms. Furthermore, masculinity has not been examined as a factor associated with customer vulnerability. This paper aims to identify the relationship between gender norm segments for men, likely customer vulnerability over time and subjective health and well-being.

Adult males (n = 13,891) from an Australian longitudinal men’s health study were classified using latent class analysis. Conditional growth mixture modelling was conducted at three timepoints.

Three masculinity segments were identified based on masculine norm conformity: traditional self-reliant, traditional bravado and modern status. All segments had likely customer experience of vulnerability. Over time, the likely experience was temporary for the modern status segment but prolonged for the traditional self-reliant and traditional bravado segments. The traditional self-reliant segment had low subjective health and low overall well-being over time.

Practitioners can tailor services to gender norm segments, enabling self-reliant men to provide expertise and use the “Status” norm to reach all masculinity segments.

The study of customer vulnerability in a group usually considered privileged identifies differential temporal experiences based on gender norms. The study confirms customer vulnerability is temporal in nature; customer vulnerability changes over time from likely to actual for self-reliant men.

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Men’s transformative health service use: rethinking customer experience of vulnerability10.1108/JSM-06-2023-0220Journal of Services Marketing2024-01-26© 2024 Emerald Publishing LimitedJacquie McGrawRebekah Russell-BennettKatherine M. WhiteJournal of Services Marketingahead-of-printahead-of-print2024-01-2610.1108/JSM-06-2023-0220https://www.emerald.com/insight/content/doi/10.1108/JSM-06-2023-0220/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
How do physical and social servicescapes shape the effects of positive affective displays on customer purchase outcomes?https://www.emerald.com/insight/content/doi/10.1108/JSM-07-2023-0253/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to use emotions-as-social information theory to investigate how physical (customer perceived store atmosphere) and social servicescapes (customer information searching) influence the effects of employees’ positive affective displays on customer outcomes via customer positive moods and positive expectation disconfirmation. This research included two studies, each using a distinct research design, to empirically test the proposed model. Study 1 involved 200 observational data points on objective purchase amounts from designer watch shops. In Study 2, data were collected from 230 customers in designer jewelry stores. The results of path analyses revealed that: employee positive affective displays are positively associated with customer purchase outcomes; employee positive affective displays had positive indirect effects on customer purchase outcomes by enhancing customer positive moods and positive expectation disconfirmation; these positive indirect effects were strengthened when customers engaged in information search behaviors; and these positive indirect effects were attenuated when customers perceive store atmosphere as favorable, indicating a substitution effect of customer perceived store atmosphere. Previous research has not thoroughly examined the role of the servicescape in moderating the effects of employees’ positive affective displays on customer purchase outcomes. This present study not only clarified the affective and cognitive mechanisms that link employees’ positive affective displays on purchase outcomes but also identified servicescape as a critical boundary condition of these effects.How do physical and social servicescapes shape the effects of positive affective displays on customer purchase outcomes?
Pei-Chi Chen
Journal of Services Marketing, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to use emotions-as-social information theory to investigate how physical (customer perceived store atmosphere) and social servicescapes (customer information searching) influence the effects of employees’ positive affective displays on customer outcomes via customer positive moods and positive expectation disconfirmation.

This research included two studies, each using a distinct research design, to empirically test the proposed model. Study 1 involved 200 observational data points on objective purchase amounts from designer watch shops. In Study 2, data were collected from 230 customers in designer jewelry stores.

The results of path analyses revealed that: employee positive affective displays are positively associated with customer purchase outcomes; employee positive affective displays had positive indirect effects on customer purchase outcomes by enhancing customer positive moods and positive expectation disconfirmation; these positive indirect effects were strengthened when customers engaged in information search behaviors; and these positive indirect effects were attenuated when customers perceive store atmosphere as favorable, indicating a substitution effect of customer perceived store atmosphere.

Previous research has not thoroughly examined the role of the servicescape in moderating the effects of employees’ positive affective displays on customer purchase outcomes. This present study not only clarified the affective and cognitive mechanisms that link employees’ positive affective displays on purchase outcomes but also identified servicescape as a critical boundary condition of these effects.

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How do physical and social servicescapes shape the effects of positive affective displays on customer purchase outcomes?10.1108/JSM-07-2023-0253Journal of Services Marketing2024-02-27© 2024 Emerald Publishing LimitedPei-Chi ChenJournal of Services Marketingahead-of-printahead-of-print2024-02-2710.1108/JSM-07-2023-0253https://www.emerald.com/insight/content/doi/10.1108/JSM-07-2023-0253/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Exploring the fear of missing out (FOMO) and customer bonds in service relationshipshttps://www.emerald.com/insight/content/doi/10.1108/JSM-07-2023-0261/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestMost research has investigated the fear of missing out (FOMO) in the context of online activities, often associated with negative personal outcomes such as fatigue and stress. However, given the increased desire to be informed and included associated with FOMO, organizations that can effectively meet these needs may develop or strengthen social and structural bonds, thereby turning short-term customers with FOMO into lifelong patrons. This study aims to examine the relationship between FOMO and favorable organizational outcomes as mediated by several constructs associated with the desire for information and inclusion. This research was conducted within the higher education sector of the service industry. FOMO served as the IV. The mediators represented context-specific aspects of campus involvement and inclusion. Organizational outcomes related to the long-term services relationship served as the DVs. The sample consisted of 435 students recruited from research pools at two southern universities in the USA. Exploratory factor analysis, OLS regression and the Hayes–Macro were used to examine the data. The results demonstrate that FOMO is positively associated with students’ desires for information and inclusion (informal peer interaction, campus involvement, informal faculty interaction, campus information media use and a preference for in-person course scheduling), which are associated with the desirable university outcomes of satisfaction, connection and alumni donation/activity intentions. If a university fosters unstructured time spent with faculty and peers, and promotes campus information media involvement, students with higher levels of FOMO are more likely to be satisfied, feel connected to the university and report intentions to donate time and money as alumni. Prior research on FOMO is generally focused on internet and social media use; this study takes a broader perspective and identifies the effect of FOMO on a desire for information and inclusion within a novel context (a service environment). It also associates FOMO with favorable long-term service relationship outcomes that fortify social and structural bonds.Exploring the fear of missing out (FOMO) and customer bonds in service relationships
L. Jean Harrison-Walker, James A. Mead
Journal of Services Marketing, Vol. ahead-of-print, No. ahead-of-print, pp.-

Most research has investigated the fear of missing out (FOMO) in the context of online activities, often associated with negative personal outcomes such as fatigue and stress. However, given the increased desire to be informed and included associated with FOMO, organizations that can effectively meet these needs may develop or strengthen social and structural bonds, thereby turning short-term customers with FOMO into lifelong patrons. This study aims to examine the relationship between FOMO and favorable organizational outcomes as mediated by several constructs associated with the desire for information and inclusion.

This research was conducted within the higher education sector of the service industry. FOMO served as the IV. The mediators represented context-specific aspects of campus involvement and inclusion. Organizational outcomes related to the long-term services relationship served as the DVs. The sample consisted of 435 students recruited from research pools at two southern universities in the USA. Exploratory factor analysis, OLS regression and the Hayes–Macro were used to examine the data.

The results demonstrate that FOMO is positively associated with students’ desires for information and inclusion (informal peer interaction, campus involvement, informal faculty interaction, campus information media use and a preference for in-person course scheduling), which are associated with the desirable university outcomes of satisfaction, connection and alumni donation/activity intentions.

If a university fosters unstructured time spent with faculty and peers, and promotes campus information media involvement, students with higher levels of FOMO are more likely to be satisfied, feel connected to the university and report intentions to donate time and money as alumni.

Prior research on FOMO is generally focused on internet and social media use; this study takes a broader perspective and identifies the effect of FOMO on a desire for information and inclusion within a novel context (a service environment). It also associates FOMO with favorable long-term service relationship outcomes that fortify social and structural bonds.

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Exploring the fear of missing out (FOMO) and customer bonds in service relationships10.1108/JSM-07-2023-0261Journal of Services Marketing2024-03-20© 2024 Emerald Publishing LimitedL. Jean Harrison-WalkerJames A. MeadJournal of Services Marketingahead-of-printahead-of-print2024-03-2010.1108/JSM-07-2023-0261https://www.emerald.com/insight/content/doi/10.1108/JSM-07-2023-0261/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Conceptualization and validation of customer participation in health care: a study on chronic illnesses managementhttps://www.emerald.com/insight/content/doi/10.1108/JSM-07-2023-0270/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestContrary to want-based services, customer participation has got lesser attention in high-credence services like health care. Customer participation for patients with chronic illnesses could be life-threatening and goes beyond the service organization’s physical environment. Realizing the importance of transformative service research in health-care services, this study aims to propose and validate the conceptualization of customer participation for patients with chronic illnesses. The study uses sequential exploratory research design with mixed method research. The first phase is a qualitative exploration of the nature and meaning of customer participation by synthesizing theory and insights from semi-structured interviews (N = 75) with doctors, patients and paramedical staff. Next, survey data (N = 690) of patients with chronic illnesses is used to validate the proposed conceptualization. Finally, nomological validity was also tested on an additional survey data set (N = 362) using SEM and FsQCA. The findings reveal that health-care customer participation is a three-dimensional behavioral construct in which a customer can participate by sharing information, involving in decision-making and ensuring compliance. The study also demonstrates that customer participation is a critical driver of satisfaction with life and perceived control on illness. The research provides policy guidelines for owners and operators of health-care organizations in developing frameworks for collecting participation data, which can be used in strategies for seeking customer participation. The research conceptualizes and validates “customer participation” as a multidimensional higher-order construct for patients with chronic illnesses, rarely focused in services marketing and management research on health care.Conceptualization and validation of customer participation in health care: a study on chronic illnesses management
Muhammad Junaid, Kiane Goudarzi, Muhammad Faisal Rasheed, Gilles N’Goala
Journal of Services Marketing, Vol. ahead-of-print, No. ahead-of-print, pp.-

Contrary to want-based services, customer participation has got lesser attention in high-credence services like health care. Customer participation for patients with chronic illnesses could be life-threatening and goes beyond the service organization’s physical environment. Realizing the importance of transformative service research in health-care services, this study aims to propose and validate the conceptualization of customer participation for patients with chronic illnesses.

The study uses sequential exploratory research design with mixed method research. The first phase is a qualitative exploration of the nature and meaning of customer participation by synthesizing theory and insights from semi-structured interviews (N = 75) with doctors, patients and paramedical staff. Next, survey data (N = 690) of patients with chronic illnesses is used to validate the proposed conceptualization. Finally, nomological validity was also tested on an additional survey data set (N = 362) using SEM and FsQCA.

The findings reveal that health-care customer participation is a three-dimensional behavioral construct in which a customer can participate by sharing information, involving in decision-making and ensuring compliance. The study also demonstrates that customer participation is a critical driver of satisfaction with life and perceived control on illness.

The research provides policy guidelines for owners and operators of health-care organizations in developing frameworks for collecting participation data, which can be used in strategies for seeking customer participation.

The research conceptualizes and validates “customer participation” as a multidimensional higher-order construct for patients with chronic illnesses, rarely focused in services marketing and management research on health care.

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Conceptualization and validation of customer participation in health care: a study on chronic illnesses management10.1108/JSM-07-2023-0270Journal of Services Marketing2024-03-22© 2024 Emerald Publishing LimitedMuhammad JunaidKiane GoudarziMuhammad Faisal RasheedGilles N’GoalaJournal of Services Marketingahead-of-printahead-of-print2024-03-2210.1108/JSM-07-2023-0270https://www.emerald.com/insight/content/doi/10.1108/JSM-07-2023-0270/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Viewpoint: the evolving landscape of peer reviewhttps://www.emerald.com/insight/content/doi/10.1108/JSM-09-2023-0325/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this viewpoint is to spotlight the role of reviewers within the collaborative triad of academic publishing. It argues that the significance of reviewers is often disregarded, leading to a gap in our understanding of the peer review process. This perspective emphasizes reviewers as unsung heroes in the publishing ecosystem, providing intentional and thought-provoking insights into the less-discussed yet impactful developments in the evolving peer review landscape. Leveraging the author’s distinguished background as a recipient of the Journal of Service Marketing Outstanding Reviewer Award, this paper offers a personal reflection and synthesised viewpoints on the peer review process. Serving as a representative voice for reviewers, it provides insightful perspectives from the vantage point of a peer reviewer, diverging from conventional editorials and commentaries authored by editors. Acknowledging the shrinking reviewer pool, this viewpoint suggests a mandatory “review for review” system alongside incentives like editorial positions, while considering financial rewards for reviewers. The rise of generative artificial intelligence (AI) in review prompts ethical concerns but offers solutions for handling diverse submissions and dealing with “Reviewer 2.” While embracing open review for its transparency, potential pitfalls surrounding article confidence and copyright require attention. Ultimately, this viewpoint advocates for a collaborative approach, valuing reviewers, exploring innovative solutions, navigating ethical dilemmas in the technological age and implementing transparent practices responsibly for the betterment of scholarly discourse. This viewpoint highlights the invaluable contributions of reviewers, enriching the scholarly community and promoting intellectual growth.Viewpoint: the evolving landscape of peer review
Emmanuel Mogaji
Journal of Services Marketing, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this viewpoint is to spotlight the role of reviewers within the collaborative triad of academic publishing. It argues that the significance of reviewers is often disregarded, leading to a gap in our understanding of the peer review process. This perspective emphasizes reviewers as unsung heroes in the publishing ecosystem, providing intentional and thought-provoking insights into the less-discussed yet impactful developments in the evolving peer review landscape.

Leveraging the author’s distinguished background as a recipient of the Journal of Service Marketing Outstanding Reviewer Award, this paper offers a personal reflection and synthesised viewpoints on the peer review process. Serving as a representative voice for reviewers, it provides insightful perspectives from the vantage point of a peer reviewer, diverging from conventional editorials and commentaries authored by editors.

Acknowledging the shrinking reviewer pool, this viewpoint suggests a mandatory “review for review” system alongside incentives like editorial positions, while considering financial rewards for reviewers. The rise of generative artificial intelligence (AI) in review prompts ethical concerns but offers solutions for handling diverse submissions and dealing with “Reviewer 2.” While embracing open review for its transparency, potential pitfalls surrounding article confidence and copyright require attention. Ultimately, this viewpoint advocates for a collaborative approach, valuing reviewers, exploring innovative solutions, navigating ethical dilemmas in the technological age and implementing transparent practices responsibly for the betterment of scholarly discourse.

This viewpoint highlights the invaluable contributions of reviewers, enriching the scholarly community and promoting intellectual growth.

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Viewpoint: the evolving landscape of peer review10.1108/JSM-09-2023-0325Journal of Services Marketing2024-03-12© 2024 Emerald Publishing LimitedEmmanuel MogajiJournal of Services Marketingahead-of-printahead-of-print2024-03-1210.1108/JSM-09-2023-0325https://www.emerald.com/insight/content/doi/10.1108/JSM-09-2023-0325/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Commentary: developing a deeper understanding of resilience in service contextshttps://www.emerald.com/insight/content/doi/10.1108/JSM-09-2023-0348/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to comment on resilience research within the context of frontline employees in sales and services marketing. This commentary is a reflection based on my research, extant academic and managerial literature and personal perspectives. Research findings show resilience is associated with increased employee effort and reduced turnover intentions in customer-facing roles. In addition, resilience can change over time and is not just a trait the employee is born with (or not). Hence, managers can cultivate resilience in employees. Resilience cannot be purchased. Instead, managers can inspire resilience in frontline employees by developing their feelings of self-efficacy on the job, a sense of belongingness to the organization and peers and a sense of purpose and relatedness to customers. Resilience is not merely perseverance or grit; it is overcoming adversity and bouncing back to become better in the process. Thus, resilience is an important construct to study, particularly in customer-facing roles. This commentary offers a unique approach to understanding resilience, its outcomes and its antecedents in customer-facing roles.Commentary: developing a deeper understanding of resilience in service contexts
Valerie Good
Journal of Services Marketing, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper aims to comment on resilience research within the context of frontline employees in sales and services marketing.

This commentary is a reflection based on my research, extant academic and managerial literature and personal perspectives.

Research findings show resilience is associated with increased employee effort and reduced turnover intentions in customer-facing roles. In addition, resilience can change over time and is not just a trait the employee is born with (or not). Hence, managers can cultivate resilience in employees.

Resilience cannot be purchased. Instead, managers can inspire resilience in frontline employees by developing their feelings of self-efficacy on the job, a sense of belongingness to the organization and peers and a sense of purpose and relatedness to customers.

Resilience is not merely perseverance or grit; it is overcoming adversity and bouncing back to become better in the process. Thus, resilience is an important construct to study, particularly in customer-facing roles.

This commentary offers a unique approach to understanding resilience, its outcomes and its antecedents in customer-facing roles.

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Commentary: developing a deeper understanding of resilience in service contexts10.1108/JSM-09-2023-0348Journal of Services Marketing2024-01-12© 2023 Emerald Publishing LimitedValerie GoodJournal of Services Marketingahead-of-printahead-of-print2024-01-1210.1108/JSM-09-2023-0348https://www.emerald.com/insight/content/doi/10.1108/JSM-09-2023-0348/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Mediating roles of frontline employees in transformative service processeshttps://www.emerald.com/insight/content/doi/10.1108/JSM-09-2023-0350/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to explore the role of frontline employees (FLEs) as mediators in transformative service processes within services targeting vulnerable users. This paper is based on a case study of the development and implementation of a dementia village, and the data consist of documents, in-depth interviews and field observations. The analysis identifies FLEs as mediators in six different roles. These roles highlight how FLEs perform as mediators, acting in between and for vulnerable users and thus supporting their well-being. Specifically, the roles explicate the mediating role of FLEs in the design and planning of transformative changes and in daily work practices. The different mediating roles of FLEs presented here should inform care providers and managers of how employees can become assets for supporting vulnerable users’ well-being during the design and planning stages of transformative change and through daily service work. This paper offers novel insights into the multifaceted roles of FLEs in transformative services. The findings add to the current debate on mediation in transformative services and contribute to the literature by extending and refining the established conceptual and empirical understandings of the role of transformative service mediators in consumers’ well-being.Mediating roles of frontline employees in transformative service processes
Ane Bast, Marit Engen, Maria Røhnebæk
Journal of Services Marketing, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper aims to explore the role of frontline employees (FLEs) as mediators in transformative service processes within services targeting vulnerable users.

This paper is based on a case study of the development and implementation of a dementia village, and the data consist of documents, in-depth interviews and field observations.

The analysis identifies FLEs as mediators in six different roles. These roles highlight how FLEs perform as mediators, acting in between and for vulnerable users and thus supporting their well-being. Specifically, the roles explicate the mediating role of FLEs in the design and planning of transformative changes and in daily work practices.

The different mediating roles of FLEs presented here should inform care providers and managers of how employees can become assets for supporting vulnerable users’ well-being during the design and planning stages of transformative change and through daily service work.

This paper offers novel insights into the multifaceted roles of FLEs in transformative services. The findings add to the current debate on mediation in transformative services and contribute to the literature by extending and refining the established conceptual and empirical understandings of the role of transformative service mediators in consumers’ well-being.

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Mediating roles of frontline employees in transformative service processes10.1108/JSM-09-2023-0350Journal of Services Marketing2024-02-28© 2024 Emerald Publishing LimitedAne BastMarit EngenMaria RøhnebækJournal of Services Marketingahead-of-printahead-of-print2024-02-2810.1108/JSM-09-2023-0350https://www.emerald.com/insight/content/doi/10.1108/JSM-09-2023-0350/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited