After the revolution – new chances for service research in a digital world

Walsh, Gianfranco

doi:10.1108/josm-03-2020-0089

Cited by 16 publications

(9 citation statements)

References 47 publications

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“…Given these early successes of service robot deployment, there is growing interest in expanding the use of robotics and virtual assistants in an increasing range of service contexts (Davenport et al , 2020; Grewal et al , 2020; Huang and Rust, 2021; Jörling et al , 2019; Meyer et al , 2020). However, the infusion of service robots fundamentally changes the nature of service encounters, and understanding customer interactions with service robots is important yet still under-researched (Kunz et al , 2018; Kunz and Walsh, 2020; Lu et al , 2020).…”

Section: Introductionmentioning

confidence: 99%

Service robots, agency and embarrassing service encounters

Pitardi

Wirtz

Paluch

et al. 2021

JOSM

Self Cite

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PurposeExtant research mainly focused on potentially negative customer responses to service robots. In contrast, this study is one of the first to explore a service context where service robots are likely to be the preferred service delivery mechanism over human frontline employees. Specifically, the authors examine how customers respond to service robots in the context of embarrassing service encounters.Design/methodology/approachThis study employs a mixed-method approach, whereby an in-depth qualitative study (study 1) is followed by two lab experiments (studies 2 and 3).FindingsResults show that interactions with service robots attenuated customers' anticipated embarrassment. Study 1 identifies a number of factors that can reduce embarrassment. These include the perception that service robots have reduced agency (e.g. are not able to make moral or social judgements) and emotions (e.g. are not able to have feelings). Study 2 tests the base model and shows that people feel less embarrassed during a potentially embarrassing encounter when interacting with service robots compared to frontline employees. Finally, Study 3 confirms that perceived agency, but not emotion, fully mediates frontline counterparty (employee vs robot) effects on anticipated embarrassment.Practical implicationsService robots can add value by reducing potential customer embarrassment because they are perceived to have less agency than service employees. This makes service robots the preferred service delivery mechanism for at least some customers in potentially embarrassing service encounters (e.g. in certain medical contexts).Originality/valueThis study is one of the first to examine a context where service robots are the preferred service delivery mechanism over human employees.

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Section: Introductionmentioning

confidence: 99%

Service robots, agency and embarrassing service encounters

Pitardi

Wirtz

Paluch

et al. 2021

JOSM

Self Cite

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“…In retail, the COVID-19 pandemic has elicited a supplementary shift from in-store service encounters to online ones (Kunz and Walsh, 2020). However, online retailers of nonessential goods, such as fashion, are recently experiencing a significant decrease in sales (Biondi, 2020).…”

Section: Introductionmentioning

confidence: 99%

Customer fairness perceptions in augmented reality-based online services

Christ-Brendemühl

Schaarschmidt

2021

JOSM

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PurposeAn increasing number of retailers is trying to stimulate customers by embedding augmented reality (AR) features such as video try-on into the online shopping experience. As such AR-based online services require customers to actively participate in the service provision, this paper aims at investigating fairness perceptions and customer responses associated with AR-enabled customer participation.Design/methodology/approachThe conceptual framework of this study is based on equity theory. To compare customer responses after an in-store service encounter as opposed to AR-enabled customer participation involving video try-on, this study contains a between-subject online experiment. The effective sample comprises N = 215 participants.FindingsThe data analysis demonstrates that AR-enabled customer participation leads to significantly lower levels of distributive, procedural and price fairness as well as lower engagement intentions than in-store service encounters. Simultaneously, participants in the video try-on scenario report higher negative word-of-mouth (WOM) intentions than in the in-store scenario.Research limitations/implicationsThe extra mile customers go when using AR-based online services is reflected in less favorable fairness evaluations.Practical implicationsService managers should design AR applications in a manner that requires minimum customer participation.Originality/valueThis study contributes to service research by linking AR-enabled customer participation to evaluations of distributive, procedural and price fairness and their outcomes. This is vital to fully exploit the potential of AR in services.

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“…For example, people are now more engaged and involved in sharing their positive and negative experiences on social media which created social pressure and influence for service providers to give quick recovery response (Rosenmayer et al , 2018; Schaefers and Schamari, 2016; Fan and Niu, 2016). Furthermore, social media helps service providers to engage and understand consumer experiences, which ultimately enhances the chances of co-creation opportunities and customer involvement recognition (Hazée et al , 2017; Zhang et al , 2018; Kunz and Walsh, 2020). As a result, service providers can now learn from customers’ social interactions and shared experiences through social media, which ultimately reduces bottlenecks during the recovery stage (Zhang et al , 2018; Schaefers and Schamari, 2016).…”

Section: Conceptualization Of An Integrated Service Recovery Processmentioning

confidence: 99%

An integrated service recovery process for service failures: insights from systematic review

Anwar

Ozuem

2022

QMR

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Purpose This research conceptualizes service recovery process (SRPs) within pre-recovery, recovery and post-recovery. This study aims to provide a summary of factors and strategies with respect to SRPs. Also, this research highlights different responses by organizations to SRPs. These responses are synthesized in this research in the context of SRPs. Design/methodology/approach This study provides a systemic literature review that considers only studies that have been published within the past 11 years to highlight the different response options used today. This study only selected papers that are included in a rigorous review process such that they explicitly contribute towards practice, theory and policy. Findings The pre-recovery is about the awareness of the problem whereby communication between the customer and organization is initiated to resolve the issue, and it provides a critical foundation for the recovery expectations. The recovery phase concluded with either a satisfactory resolution of the problem or when the customer gives up on his/her query due to another failure of the organization. Post-recovery encompasses the period in which the recovery efforts have concluded, and the customers have now started to evaluate their experience of preceding phases. A major contribution of this study is that it provides a summary of factors and strategies with respect to SRPs. Research limitations/implications The managers of service-providing organization can use this synthesis to evaluate the response of their organization to different instances of service failures along SRPs. They can then modify their responses. Managers can also use this synthesis as part of an employee training programme to ensure wide coverage of potential responses of the organization following a failure of service. Originality/value This research then highlights different questions that can be explored in future studies regarding the various phases involved in SRPs. Finally, this research outlines the recommendations for businesses looking to benefit from adopting SRPs by also considering the related managerial implications. This study will provide a conceptual framework as to the future direction of the overall study through highlighting gaps of understanding related to SRPs.

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After the revolution – new chances for service research in a digital world

Cited by 16 publications

References 47 publications

Service robots, agency and embarrassing service encounters

Service robots, agency and embarrassing service encounters

Customer fairness perceptions in augmented reality-based online services

An integrated service recovery process for service failures: insights from systematic review

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