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Negative emotions and their effect on customer complaint behaviour

This is a postprint version of the article published in Journal of Service Management. You can find the published article here:http://www.emeraldinsight.com/journals.htm?articleid=1911641&show=abstract

Institutional logics matter when coordinating resource integration

Resource integration has become an important concept in marketing literature. However, little is known about the systemic nature of resource integration and the ways the activities of resource integrators are coordinated and adjusted to each other. Therefore, we claim that institutions are the coordinating link that have impact on value cocreation efforts and are the reference base for customers’ value assessment. When conceptualizing the systemic nature of resource integration, we include the regulative, normative, and cognitive institutions and institutional logics. This article provides a framework and a structure for identifying and analyzing the influence of institutional logics on resource integration in service systems.

Paradigms in service research

Purpose – Recent discussions of the service-dominant logic (S-D logic) and the creation of a multidisciplinary service science highlight the need for a paradigmatic discussion that provides directi ...

Customer complaint behaviour from the perspective of the service‐dominant logic of marketing

Customer complaint behaviour from the perspective of the service-dominant logic of marketing

Complainer characteristics when exit is closed

Purpose – The paper seeks to investigate whether the demographic and socio‐economic characteristics of complainers in a monopolistic market are different from those in a competitive market.Design/methodology/approach – A literature review is undertaken, with particular emphasis on the socio‐economic characteristics of complainers. An empirical study is then presented. The empirical study consists of a large survey of satisfaction among consumers of the Norwegian Office for Social Insurance – a monopolistic governmental service provider.Findings – The study reveals that complainers in this monopolistic market belong to lower socio‐economic groups. They typically have low incomes, are outside the labour market, have a modest standard of accommodation, and live alone.Research limitations/implications – The study analyses only one type of monopolistic institution in only one country. The generalisability of the findings might, therefore, be limited. The study demonstrates that consumer complaint behaviour in ...

Service Systems as a Foundation for Resource Integration and Value Co-creation

Purpose – The aim is to introduce a sociological perspective on resource integration and value co-creation into service research using a service systems approach. Methodology/approach – Conceptual and a case study of the service system a Telecom Equipment and Service Provider is embedded in is reported. Findings – The service practice of the service system is framed by social structures of signification, legitimation, and domination. However, the practice is also independent of the structures since it is embedded in and shapes the structural realm. Research implications and limitations – Drawing on structuration and practice theory, the chapter offers a new framework describing how social and service structures and practices can inform and reveal mechanisms of service system dynamics. Based on the framework, three propositions are developed focusing on the mechanisms of resource integration and value co-creation. The implications need to be generalized in future research by studying other empirical contexts. Practical implications – The chapter provides some tentative guidelines on how organizations can design service systems that enable and support customers and other actors in their resource integration and value co-creation processes by paying attention to social structures and forces and not only resources as such. Originality – The chapter explicates how social structures have implications for value co-creation and resource integration in service system. It makes systematic use of structuration and practice theory to understand the social dimensions of service systems. A distinction between intended and realized resource integration is made.

Complex service recovery processes: how to avoid triple deviation

Purpose – This article seeks to develop a new framework to outline factors that influence the resolution of unfavourable service experiences as a result of double deviation. The focus is on understanding and managing complex service recovery processes.Design/methodology/approach – An inductive, explorative and narrative approach was selected. Data were collected in the form of narratives from the field through interviews with actors at various levels in organisations as well as with customers in a high‐touch service industry. The data form the analysis of double and triple deviation situations and complex service recovery processes.Findings – The study identifies four factors that influence complex service recovery processes and outcomes in double deviation situations: communication, competence, time, and service system. The resulting theoretical conceptualisation of the recovery process from the customers perspective emphasises customer perceived control, sense of coherence, and meaning. Together, these...

A dynamic model of customer complaining behaviour from the perspective of service‐dominant logic

Purpose - The purpose of this paper is to propose a conceptual model of customer complaining behaviour as a dynamic process in accordance with the service-dominant logic perspective of marketing.De ...

Show you care: initiating co-creation in service recovery

Purpose – The purpose of this paper is to explore the underlying mechanism of customer co-creation in service recovery (co-recovery), and investigates the impact of initiation on customer post-recovery evaluations and behavioural intentions. Design/methodology/approach – Researchers used a 3 (no co-recovery vs employee-initiated co-recovery vs customer-initiated co-recovery)×2 (male vs female)×2 (western vs eastern customers) between-subject experiential study in a hotel setting. Findings – When a service employee initiates a co-recovery, customers perceive higher justice, greater satisfaction and a higher tendency to repurchase in the future. But if the customer initiates such a co-recovery, little improvement on these outcomes is found compared to a recovery entirely managed by the company. The effect was moderated by culture: western customers were more sensitive to initiation in the co-recovery process than eastern customers. Research limitations/implications – Written scenarios using a hotel setting ...

An assessment of the empirical characteristics of top journals in services marketing

Purpose – The purpose of this paper is to describe the “empirical characteristics” of the “top” journals in services marketing by assessing selected journals with respect to: the proportion of “empirical” versus “non-empirical” contributions; the proportion of national versus international research data; the geographical origin of research data; and the geographical affiliations of the authors whose articles are published. Design/methodology/approach – A sample of “top” journals in services marketing is selected on the basis of expert opinion. The selection includes the International Journal of Service Industry Management (IJSIM), the Journal of Services Marketing (JSM), the Journal of Service Research (JSR), Managing Service Quality (MSQ), and the Service Industries Journal (SIJ). The study considers all contributions (a total of 1,189) published in these journals over a six-year period from 2000 to 2005, with particular emphasis on the “empirical” studies (a subtotal of 870). Findings – The authors contend that there is in part a troublesome and challenging “ethnocentricity” in some of the examined journals. Research limitations/implications – This is the first assessment of the “empirical characteristics” of “top” journals in services marketing. Practical implications – The study provides valuable insights into the nature of academic publishing in the area of services marketing. Originality/value – Scholars will benefit from insights into the “empirical characteristics” of the “top” journals in services marketing. In particular, scholars can note the particular features of individual journals. Further studies of the “empirical characteristics” of individual research journals are required in other sub-disciplines of marketing.