When and how frontline service employee authenticity influences purchase intentions

Matthews, Lynn; Eilert, Meike; Carlson, Les; Gentry, James W.

doi:10.1016/j.jbusres.2020.04.002

Cited by 30 publications

(25 citation statements)

References 49 publications

(83 reference statements)

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“…As shown in Table 1, prior research is limited to human elements, particularly frontline service employees who interact with customers. For example, researchers widely examined the influence of service employees' authenticity during their encounters with customers on customers' perceived service quality and satisfaction (Andrzejewski and Mooney, 2016;Lechner and Mathmann, 2020;Lechner and Paul, 2019;Matthews et al, 2020;Yoo and Arnold, 2019). Furthermore, Kraak and Holmqvist (2017) investigated the influence of service employees' language use on the perceived authenticity of a service.…”

Section: Service Authenticity: a Conceptualization And Modelmentioning

confidence: 99%

Service authenticity and its effect on positive emotions

Kim

2021

JSM

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Purpose This paper aims to report that authenticity is a crucial factor in determining consumer behavior. To ensure that customers feel a sense of authenticity, service organizations and researchers must understand the factors that convey perceived authenticity. Therefore, this study uses multiple features of perceived service authenticity (i.e. continuity, consistency, uniqueness, talent, scarcity, honesty and traditional) and examines their effects on positive emotions in a traditional restaurant service context. Design/methodology/approach A total of 342 surveys were collected using a panel data service in China. This study examined the structural relationships among perceived service authenticity, positive emotions and revisit intention using AMOS. Additionally, a multigroup analysis was conducted to identify the moderating effect of individuals’ psychological traits (i.e. nostalgia proneness). Findings The results indicated that all service authenticity dimensions except continuity significantly enhance positive emotions. Furthermore, positive emotions significantly enhanced revisit intention. The results also revealed that nostalgia proneness moderates the effects of service authenticity on positive emotions. Practical implications The results provide important insights into how to increase customers’ perceived service authenticity and positive emotions. Originality/value This research is a pioneering effort to conceptualize a multiple-dimensional structure of the authenticity model and test its appropriateness in a traditional restaurant context. Furthermore, this study is one of the first attempts to develop an authenticity model that links service authenticity, positive emotions, revisit intention and the moderator of nostalgia proneness based on the Mehrabian and Russell model.

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Section: Service Authenticity: a Conceptualization And Modelmentioning

confidence: 99%

Service authenticity and its effect on positive emotions

Kim

2021

JSM

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“…Prior studies have also confirmed that when consumers evaluate credence services, as opposed to experience services, they do not prefer uniform criteria that are relatively easy to measure, such as the non-alignable and intangible attributes of the service and the reliability of the service provider (Sun et al. , 2012; Ding and Keh, 2017; Matthews et al. , 2020).…”

Section: Theoretical Background and Research Hypothesesmentioning

confidence: 99%

“…Moreover, intangibility and nonstandard attributes of services prompt consumers to form abstract and decontextualized perceptions of what credence services should include (Szpunar and McDermott, 2008), which intensifies their uncertainties and risk perceptions of such services. Prior studies have also confirmed that when consumers evaluate credence services, as opposed to experience services, they do not prefer uniform criteria that are relatively easy to measure, such as the non-alignable and intangible attributes of the service and the reliability of the service provider (Sun et al, 2012;Ding and Keh, 2017;Matthews et al, 2020). When consumers consider accepting robot services, they evaluate the expected service quality of the robot.…”

Section: Robot Services Service Types and Social Classmentioning

confidence: 99%

The impact of social class and service type on preference for AI service robots

Yao

Zhou

2022

IJOEM

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PurposeThe research aims to explore the interaction effect of consumer social class and service type on consumers' preference for robot services, as well as the mediating role of risk aversion in this interaction effect.Design/methodology/approachExperiment 1 is a field experiment with service type being the independent variable. The participants were divided into two groups based on the services they received (diagnostic dental services vs. hotel room services). 93 consumers participated voluntarily in the blind experiment and were asked if they would choose to allow a robot to perform the focal services. Experiment 2 employs a 2 × 2 factorial design: personal fitness trainer services at the gym vs wait staff services in a casual dining restaurant × higher- vs lower-social class, with 196 participants.FindingsResults from the two experiments show that participants in the higher-social classes were more willing than participants in the lower-social classes to choose robot services in credence-based service settings. More significantly, risk aversion mediated the interaction effect of social class and service type on participants' preference for robot services.Originality/valueBased on the credence-experience typology, this research is the first to discuss the weight of social class in consumer decision-making regarding preference for different types of robot services. Furthermore, by extending risk aversion to the robot services field, the current research sheds new light on this underlying mechanism that can inform future studies.

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“…The present study is based on the widespread acknowledgment that brand authenticity is linked to consumers' subjective evaluations of the genuineness of a brand (Napoli et al , 2014). It is a construct that can determine individuals' behaviors by evoking positive perceptions such as genuineness, integrity and honesty (Baker et al , 2014; Matthews et al , 2020), which may lead consumers to form emotional bonds with brands (Fritz et al , 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

Effects of internal brand knowledge dissemination on the employee

Bravo

Pérez

Tirado³

2021

IJBM

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PurposeThis study aims to examine the internal brand knowledge dissemination process in the banking sector and its effects on employees. Specifically, it focuses on the key roles of employee identification with both the organization and with the customer as antecedents of behaviors supportive of the brand, i.e. employee citizenship behaviors and recommendation behaviors.Design/methodology/approachAn empirical study was carried out in a major Spanish bank. Data gathered from a survey of 315 employees were analyzed through structural equation modeling.FindingsThe results showed that employees' perceptions of brand value congruence are key in explaining their identification with both the organization and with the customer. However, the employees' perceptions of the brand's authenticity explained only their recommendations of the bank as a good place to work.Originality/valueThese findings contribute to the advance in the current knowledge of the role of variables such as brand authenticity and employee–customer identification in internal brand management. From a managerial viewpoint, the results provide insights into the importance of employees' perceptions and attitudes when it comes to brand knowledge dissemination.

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When and how frontline service employee authenticity influences purchase intentions

Cited by 30 publications

References 49 publications

Service authenticity and its effect on positive emotions

Service authenticity and its effect on positive emotions

The impact of social class and service type on preference for AI service robots

Effects of internal brand knowledge dissemination on the employee

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