scholarly journals Editorial: bringing socially unacceptable services into services marketing

2020 ◽  
Vol 34 (7) ◽  
pp. 885-887
Author(s):  
Mark Scott Rosenbaum ◽  
Rebekah Russell-Bennett
Keyword(s):  
Design Methodology ◽  
Well Being ◽  
Services Marketing ◽  
Service Industries ◽  
Service Research ◽  
Content Type ◽  
Societal Welfare ◽  
Personal Reflections ◽  
Practical Implications

Purpose This paper aims to define the term “socially unacceptable services” and call for novel research in these under-researched service industries. Design/methodology/approach Personal reflections. Findings Service offerings exist that, despite their ability to create value for customers, clients or partners, many in society at large deem to be offensive, inappropriate or harmful for a variety of reasons. Service researchers have ignored the existence and impact of socially unacceptable services on consumers and society for too long. Research limitations/implications Given the expanding role of the transformative service research (TSR) paradigm in the services marketing domain, especially given its emphasis on exchanges that influence consumer and societal well-being and the reality that many socially unacceptable services profoundly influence consumer and societal welfare in both positive and negative manners, the time is opportune for service researchers to begin exploring socially unacceptable services from a TSR perspective. Practical implications Given that buyers and sellers who enter socially unacceptable exchanges often seem satisfied by doing so, the authors encourage researchers to unearth how consumers obtain value from these exchanges and to explore whether consumers enter these exchanges with full information to make informed decisions. Originality/value This viewpoint is one of the first to provide authors with an impetus to begin research program in socially unacceptable services and offers researchers a list of potential research topics in this new area. The authors believe that socially unacceptable service research may emerge as a separate research paradigm.

Imperfect produce: retailer actions and service outcomes

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Atmadeep Mukherjee ◽  
Amaradri Mukherjee ◽  
Pramod Iyer
Keyword(s):  
Purchase Intention ◽  
Design Methodology ◽  
Well Being ◽  
Societal Implications ◽  
Negative Effects ◽  
Content Type ◽  
Service Outcomes ◽  
Patronage Intention ◽  
Practical Implications

Purpose Food waste is a big problem where millions of pounds of produce are discarded every year because they are imperfect or unattractive. Despite the societal implications of selling unattractive produce, limited research has been directed toward understanding the effect of imperfect produce on consumers’ evaluations of the produce and retailer outcomes. This paper aims to investigate why consumers tend to discard imperfect produce and how retailer interventions (i.e. anthropomorphized signage and packaging) can alleviate these negative effects. Design/methodology/approach Three experiments were conducted to examine the postulations. Study 1 highlights the role of consumers’ embarrassment in the purchase decision of imperfect produce and retailer patronage intention. Studies 2 and 3 provide managerially relevant boundary conditions of anthropomorphic signage and opaque packaging. Findings Convergent results across three studies (n = 882) indicate that imperfect produce increases purchase embarrassment and reduces purchase intention and retailer patronage intention. Retailer interventions (i.e. anthropomorphic signage and opaque packaging) can allay this feeling of embarrassment and lead to an increased retailer patronage intention and higher service satisfaction. Practical implications This research provides guidance to retailers for effectively promoting imperfect produce. Social implications Retailers’ actions can benefit the well-being of farmers, suppliers, customers and the overall environment. Originality/value This research adds to the literature on unattractive produce by identifying new moderators, namely, anthropomorphic signages and opaque packaging. The research also shows that purchase embarrassment is a key process mechanism.

Strategic planning for sustainable performance: the role of firm spirituality

2017 ◽  
Vol 33 (5) ◽  
pp. 26-29
Keyword(s):  
Strategic Planning ◽  
Design Methodology ◽  
Reading Time ◽  
Well Being ◽  
Business Organizations ◽  
Content Type ◽  
Sustainable Performance ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Growing pressure from different groups has forced business organizations to reconsider existing strategies of securing a competitive advantage through the exploitation of natural resources. Demands for greater sustainability have forced companies to seek new ways to differentiate their offerings. Firm spirituality is offered as a novel means of increasing sustainability and maximizing the focus on enhancing the well-being of society and the environment. This can be achieved by aligning key spirituality elements with the different stages of strategic planning to position the organization as one with limitless capabilities. Practical implications The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Co-creating sustainable corporate brands: a consumer framing approach

2020 ◽  
Vol 25 (3) ◽  
pp. 447-461
Author(s):  
Sonja Lahtinen ◽  
Elina Närvänen
Keyword(s):  
Design Methodology ◽  
Qualitative Data ◽  
Well Being ◽  
Multiple Stakeholders ◽  
Content Type ◽  
Theoretical Contribution ◽  
Corporate Social ◽  
Corporate Brands ◽  
Practical Implications

PurposeThe purpose of this research is to explore how consumers co-create sustainable corporate brands (SCBs) by framing brands with a newly adopted sustainability orientation.Design/methodology/approachThe qualitative data were generated from four focus groups consisting of altogether 25 Finnish millennial consumers. The data were analysed using thematic analysis, and the resulting themes were classified as different framings.FindingsThe findings indicate three ways of framing SCBs: as signs of corporate hypocrite, as threats that increase societal fragmentation and as signs of corporate enlightenment. These framings are based on two components: the perceived attributes and activities of the corporate brand.Practical implicationsThe role of corporate brands is expanding from the business sphere towards actively influencing society. Yet, sustainability activities can be risky if consumers, as primary stakeholders, deem them unacceptable, unethical or untrustworthy. This research supports brand managers to succeed in co-creating SCBs as contributors to societal and environmental well-being, at a time when multiple stakeholders consider this a worthwhile endeavour.Originality/valueThe theoretical contribution is twofold: firstly, the paper extends the sustainable corporate branding literature by demonstrating how SCBs are co-created through an interactive framing process between the corporation and primary stakeholders, and, secondly, it contributes to the constitutive approach to corporate social responsibility communication (CSRC) research by showing how millennial consumers frame corporate brands that communicate corporations' newly adopted sustainability orientation.

scholarly journals Nonlinear associations between breached obligations and employee well-being

2015 ◽  
Vol 30 (4) ◽  
pp. 374-389 ◽  
Author(s):  
Jeroen de De Jong ◽  
Michael Clinton ◽  
Thomas Rigotti ◽  
Claudia Bernhard-Oettel
Keyword(s):  
Psychological Contract ◽  
Design Methodology ◽  
Well Being ◽  
Three Dimensions ◽  
Effect Sizes ◽  
Content Type ◽  
Mediating Role ◽  
Nonlinear Associations ◽  
Practical Implications

Purpose – The purpose of this paper is to analyze the nonlinear association between proportions of breached obligations within the psychological contract (PC) and three dimensions of employee well-being, and the mediating role of contract violation in these relationships. With this study the authors gain a more detailed understanding of PC evaluations and their consequences for well-being. Design/methodology/approach – The authors build on asymmetry effects theory and affective events theory to propose that breached obligations outweigh fulfilled obligations in their association with well-being. The hypotheses are tested using a sample of 4,953 employees from six European countries and Israel. Findings – The results provide support for the hypotheses, as the effect sizes of the indirect relationships for breached obligations on well-being via violation are initially strong compared to fulfilled obligations, but decrease incrementally as the proportion of breached obligations become greater. At a certain point the effect sizes become nonsignificant. Research limitations/implications – The study shows that PC theory and research needs to better acknowledge the potential for asymmetrical effects of breach relative to fulfillment, such that the breach of obligations can sometimes have a stronger effect on employee well-being than the fulfillment of obligations. Practical implications – Those responsible for managing PCs in organizations should be aware of the asymmetrical effects of breach relative to fulfillment, as trusting on the acceptance or tolerance of employees in dealing with breached obligations may quickly result in lower well-being. Originality/value – The findings have implications for the understanding of PC breach and its associations with employee well-being.

scholarly journals Conclusion: is talent management a strategic priority in the hospitality sector?

2018 ◽  
Vol 10 (1) ◽  
pp. 117-123 ◽  
Author(s):  
Norma D’Annunzio-Green
Keyword(s):  
Design Methodology ◽  
Well Being ◽  
Talent Management ◽  
Business Success ◽  
Content Type ◽  
Strategic Approach ◽  
Management Processes ◽  
Hospitality Sector ◽  
Practical Implications

Purpose The purpose of this paper is to provide a conclusion to the theme issue question “Is talent management a strategic priority in the hospitality sector?” Design/methodology/approach The issues and debates relevant to the strategic question are summarised. Significant themes that have arisen across a number of papers are presented. This provides a clear indication of current issues in strategic talent management which are of relevance to hospitality practitioners and academics. Findings Five recurring themes are identified as being particularly relevant to hospitality organisations when considering a strategic approach to talent management. These are: the role of line mangers in employee development and well-being, talent management being used as a lever for culture change, the importance of contextualising approaches to talent management, the need for new and innovative ways of working to achieve a strategic approach to talent management and barriers for the development of a strategic approach caused by economic and day-to-day operational pressures. Practical implications The paper suggests a number of practical actions which could be taken to develop a more strategic approach to talent management. Originality/value The paper illustrates that hospitality operators understand the importance of a strategic approach to talent management and are using a range of talent management processes to drive business success but that new solutions to long-standing challenges are required.

Harmonious homegoings: alleviating consumer vulnerability through service fluidity and compassion

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Courtney Nations Azzari ◽  
Natalie A. Mitchell ◽  
Charlene A. Dadzie
Keyword(s):  
Service Providers ◽  
Well Being ◽  
Service Industries ◽  
The Body ◽  
Service Research ◽  
Content Type ◽  
Consumer Vulnerability ◽  
Study Results ◽  
Service Ecosystem

Purpose The purpose of this paper is to explore the role of service flexibility in addressing consumer vulnerability for chronically-traumatized consumers within the funerary context. Design/methodology/approach Using phenomenological philosophy and a grounded approach, data was collected and analyzed through 12 depth interviews with funeral service providers, coupled with observations and photographs of three second-line funeral processionals. Findings Study results include the following three primary roles of service providers in supporting chronically-traumatized consumers: the role of service fluidity in addressing trauma, mitigating vulnerability via service providers as community members and alleviating suffering through compassionate service. Service flexibility and value co-creation efforts were executed through an expansive service ecosystem of vendors. Practical implications When consumers experience vulnerability that demands reliance upon service industries, service providers can intentionally implement fluidity and agility in service design, adopt understanding and altruistic practices, and operate with empathy and compassion to orchestrate mutually-beneficial service outcomes. Social implications Rooted in transformative service research, providers are advised to consider modifying services to improve well-being and mitigate vulnerability for chronically-traumatized consumers via fluidity, community and compassion. Originality/value This study contributes originality to the body of service marketing literature by illustrating how service providers alleviate vulnerability for chronically-traumatized consumers through three adaptive service strategies.

A destination’s gastronomy as a means for holiday well-being

2017 ◽  
Vol 119 (7) ◽  
pp. 1578-1591 ◽  
Author(s):  
Peter Björk ◽  
Hannele Kauppinen-Räisänen
Keyword(s):  
Design Methodology ◽  
Price Level ◽  
Univariate Analysis ◽  
Well Being ◽  
The Internet ◽  
Destination Marketing ◽  
Marketing Communication ◽  
Content Type ◽  
Practical Implications

Purpose To provide insights into holiday well-being, the purpose of this paper is to examine two inevitable traveller activities related to destinations’ gastronomy: pre-trip food information sourcing and the daily meals consumed. Design/methodology/approach A survey was carried out among 243 Finnish travellers. The findings are based on univariate analysis (t-test, ANOVA and regression analysis). Findings Pre-trip behaviour to ensure holiday well-being is based on travellers’ interests in food, an emotional desire for a sense of safety and a functional desire for convenience, while they collect information from the internet and guidebooks about recommended food places and local food as well as food safety and price level. Travellers’ place the highest importance on dinner for their holiday well-being, especially foodies – those travellers with a keen interest in food. Breakfast is the second most important meal contributing to holiday well-being. Practical implications These findings inform destination marketing organisations about what food dimensions they should emphasise in destination gastronomy-related marketing communication for tour operators and hotel and local restaurants about the essence of dinner and breakfast for holiday well-being. Originality/value The study provides insights into the role of destinations’ gastronomy in holiday well-being, which deserves to be studied in the current era of experiences and food interest.

scholarly journals Balancing service inclusion for primary and secondary customers experiencing vulnerabilities

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Henna M. Leino ◽  
Leila Hurmerinta ◽  
Birgitta Sandberg
Keyword(s):  
Design Methodology ◽  
Service Providers ◽  
Family Members ◽  
Well Being ◽  
Service Research ◽  
Content Type ◽  
Relational Perspective ◽  
Exploratory Approach ◽  
Practical Implications ◽  
Over Time

Purpose Secondary customers often experience secondary vulnerabilities that manifest in family-centred transformative services as other- and self-related customer needs. Yet, a relational perspective on primary and secondary customers’ needs is lacking. The study analyses secondary customers’ needs and their relationship to primary customers’ needs to enhance well-being in customer entities. The service inclusion lens is used to understand customers’ experiences of vulnerability. Design/methodology/approach The study uses an exploratory approach. The data consists of ethnographic observations and interviews of elderly residents (primary customers), their family members (secondary customers) and nurses in two nursing homes. Findings Primary and secondary customers’ needs are interrelated (or unrelated) in four ways: they are separate, congruent, intertwined or discrepant. The vulnerability experiences fluctuate in intensity and over time, individually reflecting on these need dimensions. Research limitations/implications The study contributes to service research concerning customers’ experiences of vulnerability, secondary customers and their inclusion in services. Primary customers’ service inclusion may increase/decrease secondary customers’ service inclusion and their experience of vulnerability. Moreover, secondary customers’ inclusion is often necessary to foster primary customers’ inclusion and well-being. Practical implications Fostering service inclusion and well-being for primary and secondary customers requires balanced inclusion and acknowledging the needs of both groups. Service providers may need to act as moderators within customer entities if discrepant needs occur. Originality/value The study addresses the under-researched areas of family members’ customer needs, their relation to primary customers’ needs, experiences of secondary vulnerability and context-related vulnerability.

scholarly journals Powered by healthism? Marketing discourses of food and health

2020 ◽  
Vol 55 (1) ◽  
pp. 133-161
Author(s):  
Ksenia Silchenko ◽  
Søren Askegaard
Keyword(s):  
Critical Discourse Analysis ◽  
Design Methodology ◽  
Marketing Research ◽  
Well Being ◽  
Critical Discourse ◽  
Content Type ◽  
Current State ◽  
Archaeology Of Knowledge ◽  
Practical Implications

Purpose Driven by the visible proliferation of marketing scholarship dedicated to the topics of food marketing and consumer well-being, this study aims to examine the prevailing meanings and assumptions around food and health in marketing research. Design/methodology/approach Following the guiding principles of Foucault’s archaeology of knowledge and the methodological orientation of critical discourse analysis, the authors analyze a systematically produced corpus of 190 academic articles from 56 publication outlets. Findings The study identifies three discourses of health and food dominant in marketing and consumer research. Each of the three discourses blends the ideology of healthism with market(ing) ideologies and provides a unique perspective on the meanings of health and health risks, the principles of appropriate consumer conduct and the role of marketing in regard to consumer and societal well-being. Research limitations/implications The study contributes to research into ideologies in and of marketing by introducing useful concepts that help explain the role of healthism in marketing discourse. Practical implications The finding of three dominant discourses could help reduce at least some of the existing complexity in regard to conflicting knowledge existing in the domain of health and food, and thus could inspire a more reflective body of work by researchers, policymakers and marketers towards improved food-related well-being. Originality/value This analysis of assumptions and consequences of the meanings mobilized by the dominant marketing discourses contributes to a better understanding of the current state of knowledge about health in the market reality.

scholarly journals Editorial: service research in the new (post-COVID) marketplace

2020 ◽  
Vol 34 (5) ◽  
pp. I-V
Author(s):  
Mark Scott Rosenbaum ◽  
Rebekah Russell-Bennett
Keyword(s):  
Social Interaction ◽  
Service Providers ◽  
Organizational Structures ◽  
Services Marketing ◽  
Service Industries ◽  
Service Research ◽  
Service Encounters ◽  
Content Type ◽  
Global Perspectives ◽  
Personal Reflections

Purpose The aim of this paper is to encourage service researchers to consider the long-term or permanent impact of the coronavirus-2019 (COVID-19) on services, service delivery, organizational structures, service providers and service systems from global perspectives. Design/methodology/approach This editorial is based on the personal reflections of the Journal of Services Marketing editors. Findings The services marketing discipline emerged in a time when customers and employees were encouraged to engage in social interaction and to form relationships, as many service encounters were deemed as social encounters. COVID-19 has impacted the ability of customers and employees to freely engage in social interaction, and as a result, we need to consider the steadfastness of our foundational theories and conceptual models in the “new” marketplace. Research limitations/implications The editors put forth a series of sixteen research questions that warrant future empirical and descriptive research. Practical implications Managers can understand how COVID-19 will profoundly impact dramatic changes in the marketplace and prepare for them. Originality/value This study suggests that our theoretical and practical understandings of service industries has been significantly impacted by COVID-19.

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