The impact of speciesism on customers' acceptance of service automation
Journal of Service Theory and Practice,
Год журнала:
2025,
Номер
unknown
Опубликована: Янв. 27, 2025
Purpose
The
marketplace
is
becoming
increasingly
automated,
with
consumers
frequently
expected
to
interact
machines.
Not
all
are
receptive
this
trend.
We
examine
how
the
individual
difference
of
speciesism
impacts
consumer
reactions
automation
in
marketplace.
Design/methodology/approach
conducted
three
studies,
including
an
exploratory
correlational
survey
and
two
two-factor
studies.
Findings
Study
1
provides
evidence
a
positive
relationship
between
one’s
level
their
belief
that
customer
service
justified.
2
finds
speciesists
have
more
favorable
attitudes
toward
brands
using
automated
(vs
human)
service.
3
perceive
tasks
they
required
perform
at
own
work
illegitimate
(i.e.
unreasonable),
automation,
which
support
for
our
theorizing
appreciate
automation’s
ability
relieve
humans
such
tasks.
Practical
implications
recommend
marketers
target
as
early
adopters
chatbots.
Further,
targeting
customers
likely
be
high
on
can
benefit
from
adopting
chatbots
routine
tasks,
improve
segment’s
brand
attitudes.
Originality/value
This
research
identifies
speciesists,
people
who
strongly
ascribe
superior
other
species,
particularly
(in
form
chatbots).
provide
suggesting
relieves
fellow
automatable
Язык: Английский
A Comparative Study of the Impact of Service Climate on Employee Commitment in the Greater Mekong Subregion
International Journal of Asian Business and Information Management,
Год журнала:
2025,
Номер
16(1), С. 1 - 20
Опубликована: Март 5, 2025
This
study
aims
to
establish
the
relationships
of
service
climate
(SC)
in
its
three
dimensions
management
support,
customer
orientation,
and
work
environment
impact
on
employee
commitment
(EC).
Also
investigated
is
variation
relationship
SC
these
EC
as
between
Thai
employees
Vietnamese
employees.
A
total
665
survey
data
collected
from
businesses
Thailand
Vietnam
have
been
analyzed
using
International
Business
Machines
Statistical
Product
Service
Solutions
Amos
(Version
20.0).
The
findings
indicate
that
there
a
positive
components.
strongest
favorable
association
found
be
with
support.
show
higher
for
than
employees,
are
variations
Язык: Английский
Improving upselling revenue: a longitudinal field study
Journal of Service Theory and Practice,
Год журнала:
2025,
Номер
unknown
Опубликована: Март 26, 2025
Purpose
This
study
provides
a
comprehensive
empirical
framework
on
the
longitudinal
interplay
of
perceived
organizational
support,
employee
engagement,
service
value
and
upselling.
Design/methodology/approach
We
achieve
our
research
objective
by
building
an
calibrated
unique
field
data
from
car
rental
industry.
The
include
large
pool
cross-sectional,
time-series
customer
survey
responses,
both
which
are
matched
with
actual
transaction
details.
Findings
suggest
that
employees
customers
perceive
benefits
in
past
exchanges
show
reciprocation
efforts
toward
those
received.
Specifically,
return
support
is
more
prevalent
among
frontline
responsible
for
direct
contact,
customers’
employee–customer
interactions
increases
acceptance
future
upselling
offers.
Originality/value
First,
drawing
upon
theoretical
foundations
reciprocity
inherent
to
behavior,
this
advances
knowledge
effective
utilization
groups
levels
differ.
Second,
unlike
previous
studies
using
cross-sectional
or
one-time
data,
leverages
granular
panel
uncover
robust
effect
behavior
revenue
gains
provide
meaningful
guidance
practitioners.
Язык: Английский
Moving toward employees' flourishing-at-work, an Indian perspective
Evidence-based HRM a Global Forum for Empirical Scholarship,
Год журнала:
2024,
Номер
unknown
Опубликована: Сен. 23, 2024
Purpose
This
study
explores
the
pivotal
relationship
between
humble
leadership
(HL)
and
flourishing-at-work
(FAW)
in
context
of
information
technology-enabled
services
(ITes)
industry.
Specifically,
it
mediating
role
psychological
empowerment
(PE)
moderating
influence
proactive
personality
(PP)
this
dynamic
interplay.
Design/methodology/approach
Data
from
a
comprehensive
survey
342
full-time
employees
organizations
India
were
meticulously
analyzed.
Utilizing
covariance-based
structural
equation
modeling
(CB-SEM)
IBM
AMOS
21.0.
Findings
The
results
illuminate
positive
impact
HL
on
PE,
subsequently
enhancing
FAW
among
employees.
Furthermore,
PE
was
identified
as
partial
mediator
FAW.
Intriguingly,
mediation
process
found
to
be
significantly
stronger
when
exhibited
higher
degree
personality.
Practical
implications
research
underscores
critical
importance
cultivating
within
organizations.
findings
emphasize
potential
targeted
training
programs
aimed
at
nurturing
qualities
managerial
staff.
By
doing
so,
can
contribute
emotional,
social
well-being
their
employees,
ultimately
fostering
state
Originality/value
innovatively
links
concepts
specific
ITes
integrating
PP
moderator,
not
only
fills
gap
existing
literature
but
also
provides
robust
framework
for
future
research.
Язык: Английский
Towards a comparison of three customer value perspectives in the hotel industry: insights from Moroccan context
Journal of Hospitality and Tourism Insights,
Год журнала:
2024,
Номер
unknown
Опубликована: Ноя. 26, 2024
Purpose
While
creating
and
delivering
customer
value
involves
managers,
frontline
employees
tourists;
no
prior
study
has
investigated
compared
the
from
these
three
different
perspectives.
This
paper
aims
to
fill
this
gap,
thereby
facilitating
enhancement
of
proposition
(VP)
its
implementation
by
employees.
Design/methodology/approach
Employing
surveys
that
represent
perspectives
actors
(managers,
customers),
investigates
perceptions
using
both
SmartPls4
SPSS25.
is
useful
for
construct
validation,
whereas
SPSS25
suitable
hypothesis
testing.
Findings
In
three-
four-star
hotels,
results
reveals
significant
disparities
between
in
perception
managers
employees,
as
well
customers.
Similar
discrepancies
are
observed
However,
five-star
indicates
there
differences
among
customers).
Practical
implications
suggest
two
primary
managerial
implications:
firstly,
need
enhance
understanding
guests,
secondly,
motivate
engage
contributing
development
shaping
VP.
Conversely,
they
should
maintain
conceive
offer.
Originality/value
stands
out
realism
hospitality
investigation
it
pioneers
offering
valuable
insights
related
involved
customers)
within
three,
four
hotels.
Язык: Английский