Journal of Service Research,
Journal Year:
2023,
Volume and Issue:
27(2), P. 159 - 176
Published: May 26, 2023
The
service-dominant
(S-D)
logic
lens
for
understanding
value
co-creation
and
customers’
interactive
roles
in
the
service
exchange
has
emerged
as
a
focal
theme
of
interest
among
academics
practitioners.
While
recent
investigations
have
also
focused
on
process
co-destruction—that
is,
how
potential
negative
outcomes
occur—the
concept
its
distinction
from
remain
unclear.
This
conceptual
review
synthesizes
co-destruction
proposes
framework
consisting
two
interrelated
dimensions—actor–actor
interaction
individual
actor
—and
their
components
at
three
temporal
points
encounter.
We
distinguish
other
closely
related
concepts
take
steps
to
integrate
into
S-D
co-creation.
proposed
integrative
can
help
researchers
practitioners
alike
identify,
analyze,
rectify
and,
thereby,
avoid
interactions.
A
threefold
research
agenda
is
obtain
more
balanced
dynamically
application
practice.
Journal of Service Research,
Journal Year:
2020,
Volume and Issue:
23(4), P. 433 - 455
Published: June 2, 2020
In
response
to
initial
voices
that
put
the
customer
experience
(management)
(CX(M))
movement
into
question,
this
article
aims
introduce
a
formal
nomenclature
push
CX(M)
field
toward
more
mature
state.
First,
drawing
from
an
inductive
analysis
of
143
papers,
authors
identify
12
basic
CX
components
aggregate
three
overarching
building
blocks—touchpoints
(T,
i.e.,
points
interaction
between
and
brand/firm),
context
(C,
situationally
available
resources
internal
and/or
external
customer),
qualities
(Q,
attributes
reflect
nature
responses
reactions
interactions
with
brand/firm).
The
TCQ
offers
language
make
actionable,
moving
beyond
breadth
current
definition
frameworks
by
disentangling
small
bite-sized
chunks
(i.e.,
components)
any
academic
practitioner,
regardless
their
discipline,
may
understand
use
discuss
manage
CX.
Second,
using
nomenclature,
assess
state
literature
(e.g.,
firm-controlled
touchpoints
cognitive
emotional
associated
CX)
underdeveloped
nonfirm
controlled
market
environmental
in
which
emerges)
areas
ripe
for
future
research.
addition,
they
also
provide
set
recommendations
strengthen
methodological
rigor
field.
Third,
support
managers
auditing
CXM
practices
serve
as
basis
design
innovation.
International Journal of Consumer Studies,
Journal Year:
2021,
Volume and Issue:
45(4), P. 719 - 749
Published: March 9, 2021
Abstract
Emotions
have
a
compelling
and
strong
effect
on
individuals
actions
behaviours.
They
are
elicited
in
consumers
during
the
decision‐making
process
through
brand‐related
stimuli.
Negative
emotions
towards
brand
can
translate
directly
into
against
it,
for
instance,
propagating
negative
word
of
mouth,
avoidance
vengeance.
Although
scholars
conducted
consumer–brand
relationship
(CBR)
research
over
20
years,
our
understanding
is
still
limited.
Research
domain
so
far
has
predominantly
focused
positive
its
constructs.
However,
with
recent
surge
studies
domain,
systematic
review
essential
to
identify,
evaluate
synthesize
extant
literature.
Using
citation‐based
search,
we
analyse
55
articles
literature
achieve
three
objectives:
primarily
illustrate
evolution
growth
using
seminal
article
by
Fournier
(1998)
‘Consumers
their
brands:
Developing
theory
consumer
research’
as
base
paper.
Further,
study
aims
identify
uncharted
integrating
it
hierarchical
finally,
suggests
future
unexplored
underexplored
emotions.
Journal of Business Ethics,
Journal Year:
2021,
Volume and Issue:
183(4), P. 1113 - 1140
Published: Dec. 16, 2021
Abstract
Since
the
introduction
of
Ethereum
in
2015,
blockchain
technology
(BT)
has
been
evolving,
and
BT
associated
with
concept
sharing
economy
by
business
academics.
Despite
marketing
research
on
that
extensively
conducted
last
decade,
linkage
between
ethical
remains
unclear.
Through
a
systematic
literature
review
163
articles
co-citation
analysis,
this
study
identifies
key
elements
capabilities,
attributes,
underlying
economic
theories
blockchain.
It
also
synthesizes
proposes
shift
logic
blockchain-based
delineates
principles
stakeholder
capitalism.
The
article
concludes
list
future
directions
underline
three
approaches
theory
(i.e.,
descriptive,
instrument,
normative
approaches).
These
aim
to
guide
scholars
concerning
how
enables
an
institutionally
embedded
view
activities
practices
enhance
collaborative
subsequently
innovate
value
chains
create
sustainable
models
economy,
as
well
metaverse.
Journal of service management,
Journal Year:
2022,
Volume and Issue:
33(2), P. 165 - 196
Published: Feb. 22, 2022
Purpose
Service
robots
are
now
an
integral
part
of
people's
living
and
working
environment,
making
service
one
the
hot
topics
for
researchers
today.
Against
that
background,
paper
reviews
recent
robot
literature
following
a
Theory-Context-Characteristics-Methodology
(TCCM)
approach
to
capture
state
art
field.
In
addition,
building
on
qualitative
input
from
who
active
in
this
field,
authors
highlight
where
opportunities
further
development
growth
lie.
Design/methodology/approach
The
identifies
analyzes
88
manuscripts
(featuring
173
individual
studies)
published
academic
journals
featured
SERVSIG
alert.
gathered
79
field
doing
research
is
infused
throughout
manuscript.
Findings
key
foci
date
include
comparing
with
humans,
role
robots'
look
feel,
consumer
attitudes
toward
conversational
skills
behaviors.
From
TCCM
view,
discern
dominant
theories
(anthropomorphism
theory),
contexts
(retail/healthcare,
USA
samples,
Business-to-Consumer
(B2C)
settings
customer
focused),
study
characteristics
(robot
types:
chatbots,
not
embodied
text/voice-based;
outcome
focus:
intentions)
methodologies
(experimental,
picture-based
scenarios).
Originality/value
current
first
analyze
perspective.
Doing
so,
gives
(1)
comprehensive
picture
(2)
highlights
pathways
inspire
future
work.
SAGE Open,
Journal Year:
2022,
Volume and Issue:
12(2)
Published: April 1, 2022
The
increased
usage
of
social
media
forced
the
brands
to
integrate
in
their
marketing
communication
channel,
as
it
becomes
need
hour,
determines
overall
brand
identity,
image,
and
company
performance
present
competition.
This
research
aimed
track
evolution
advancement
IMC
concept,
how
reformed
way
communications.
Moreover,
study
highlights
importance
media,
can
influence
consumer
behavior
a
substantial
way.
developed
theoretical
framework
through
systematic
review
context
that
serve
existing
conceptual
with
(SM)
is
also
called
generated
(CGM)
offer
implications
for
understanding
manifestation
tool
augmentation
practice.
reviews
explains
liaison
between
media/consumer
enhanced
outcomes
modern-day
approach.
findings
springboard
future
applications
field
mix,
order
build
strong
foundations
physically
well
virtually
mind
customers.
International Journal of Information Management,
Journal Year:
2023,
Volume and Issue:
76, P. 102679 - 102679
Published: July 11, 2023
Leveraging
the
computers
are
social
actors
theory,
in
this
study,
we
explore
traits
of
artificial
intelligence-based
chatbots
that
make
them
perceived
as
trustworthy,
drive
consumers
to
forgive
firm
for
service
failure,
and
reduce
their
propensity
spread
negative
word-of-mouth
against
firm.
Across
two
scenario-based
studies
with
UK
consumers:
one
a
utilitarian
product
category
(n
=
586)
another
hedonic
508),
qualitative
our
findings
suggest
safety
enhances
consumers'
ability
empathy,
anthropomorphism
benevolence
integrity
chatbots,
i.e.,
three
affect
components
trustworthiness
differently.
Further,
these
have
positive
influence
on
customer
forgiveness
word-of-mouth.
Journal of Asia Business Studies,
Journal Year:
2025,
Volume and Issue:
unknown
Published: Jan. 3, 2025
Purpose
During
the
past
decade,
marketing
literature
has
focused
on
investigating
dark
side
of
consumer
emotions
and
their
behavior.
This
demands
further
research
for
a
more
in-depth
understanding.
Hence,
drawing
affective
events
theory,
this
study
aims
to
examine
employee
incivility
(rude
poor
behavior)
its
consequences
brand
hate.
Furthermore,
authors
also
introduced
perceived
justice
as
moderator
buffer
impact
Design/methodology/approach
A
scenario-based
survey
was
used
collect
data
from
212
consumers
airline
industry.
Structural
equation
modeling
performed
through
SmartPLS.
Findings
revealed
that
instigates
Results
showed
attitudinal
hate
influences
opposition
detachment,
whereas
behavioral
only
detachment.
Additionally,
moderates
negative
relationship
between
Overall,
results
can
trigger
hate,
service
recovery
reduce
behavior
in
aviation
sector.
Research
limitations/implications
contributes
literature.
Practical
implications
provides
deep
insights
into
how
cause
strategies
help
impact.
Originality/value
In
existing
literature,
limited
studies
have
organizational
factors
instigating
To
best
authors’
knowledge,
is
first
associate
