scholarly journals The impact of coronavirus on business: developing service research agenda for a post-coronavirus world

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cristina Mele ◽  
Tiziana Russo-Spena ◽  
Valtteri Kaartemo
Keyword(s):  
Research Agenda ◽  
Research Priorities ◽  
Service Research ◽  
Content Type ◽  
Main Research ◽  
Search Terms ◽  
Key Issues ◽  
Clear Idea ◽  
The Impact ◽  
Market Shaping

PurposeThe coronavirus (COVID-19) has had a tremendous impact on companies worldwide. However, researchers have no clear idea of the key issues requiring their attention. This paper aims to close this gap by analysing all business-related posts on a coronavirus subreddit (“r/coronavirus”) and identifying the main research streams that are guiding the research agenda for a post-coronavirus world.Design/methodology/approachWe use data from reddit, particularly the subreddit “r/coronavirus” to identify posts that reveal the impact of coronavirus on business. Our dataset has more than 200,000 posts. We used an artificial intelligence–based algorithm to scrape the data with business-related search terms, clean it and analyse the discussion topics.FindingsWe show the key topics that address the impact of coronavirus on business, combining them into four themes: essential service provision, bricolage service innovation, responsible shopping practices and market shaping amid crisis. We discuss these themes and use them to develop a service research agenda. The results are reported against the backdrop of service research priorities.Originality/valueThe study identifies four key themes that have emerged from the impact of coronavirus on business and that require scholarly attention. Our findings can guide service research with unique insights provided immediately after the coronavirus outbreak to conduct research that matters to business and helps people in vulnerable positions in a post-coronavirus world.

The impact of occupational stereotypes in human-centered service systems

2019 ◽  
Vol 30 (1) ◽  
pp. 132-155 ◽  
Author(s):  
Antje Sarah Julia Huetten ◽  
David Antons ◽  
Christoph F. Breidbach ◽  
Erk P. Piening ◽  
Torsten Oliver Salge
Keyword(s):  
Patient Satisfaction ◽  
Research Priorities ◽  
Service Systems ◽  
Service Research ◽  
Future Research ◽  
Patient Orientation ◽  
Occupational Stereotypes ◽  
Content Type ◽  
Mediating Mechanisms ◽  
The Impact

PurposeThe purpose of this paper is to explore the impact that occupational stereotypes held by customers have on value co-creation processes in human-centered service systems (HCSSs) like hospitals. Specifically, by exploring if and how customers’ (i.e. patients’) stereotypes toward frontline employees (e.g. nurses) affect their satisfaction as co-creators of value, this study responds to current service research priorities attempting to understand value co-creation in collaborative contexts like healthcare, and addresses calls to investigate the changing role of health care customers therein.Design/methodology/approachA field study was conducted in the context of German hospitals, which provides unique empirical evidence into the relationship between patients’ stereotypes toward healthcare professionals and their satisfaction with health services as well as the mediating mechanisms through which such stereotypes affect patient satisfaction.FindingsNegative (positive) stereotypes patients hold toward healthcare occupations decrease (increase) their satisfaction and are associated with perceptions of reduced (improved) patient orientation and patient participation in co-creation. However, only perceived patient orientation partially mediates the link between occupational stereotypes and patient satisfaction.Originality/valueThis study develops and tests new hypotheses related to occupational stereotyping in complex HCSSs, and extends previous research on stereotypes in service by exploring the previously unknown mediating mechanisms through which these impact value co-creation processes overall. It furthermore provides important guidance for future research about stereotyping in general, and its impact on value co-creation and HCSS, in particular.

Equilibrating resources and challenges during crises: a framework for service ecosystem well-being

2020 ◽  
Vol 31 (6) ◽  
pp. 1107-1129 ◽  
Author(s):  
Jörg Finsterwalder ◽  
Volker G. Kuppelwieser
Keyword(s):  
Research Agenda ◽  
Service Industry ◽  
Well Being ◽  
Service Industries ◽  
Service Research ◽  
Content Type ◽  
Service Ecosystems ◽  
Individual Actor ◽  
Service Ecosystem ◽  
The Impact

PurposeThis article explores the impact of crises, such as the coronavirus pandemic, on service industries, service customers, and the service research community. It contextualizes pandemics in the realm of disasters and crises, and how they influence actors' well-being across the different levels of the service ecosystem. The paper introduces a resources–challenges equilibrium (RCE) framework across system levels to facilitate service ecosystem well-being and outlines a research agenda for service scholars.Design/methodology/approachLiterature on disasters, crises, service and well-being is synthesized to embed the COVID-19 pandemic in these bodies of work. The material is then distilled to introduce the novel RCE framework for service ecosystems, and points of departure for researchers are developed.FindingsA service ecosystems view of well-being co-creation entails a dynamic interplay of actors' challenges faced and resource pools available at the different system levels.Research limitations/implicationsService scholars are called to action to conduct timely and relevant research on pandemics and other crises, that affect service industry, service customers, and society at large. This conceptual paper focuses on service industries and service research and therefore excludes other industries and research domains.Practical implicationsManagers of service businesses as well as heads of governmental agencies and policy makers require an understanding of the interdependence of the different system levels and the challenges faced versus the resources available to each individual actor as well as to communities and organizations.Social implicationsDisasters can change the social as well as the service-related fabric of society and industry. New behaviors have to be learned and new processes put in place for society to maintain well-being and for service industry's survival.Originality/valueThis paper fuses the coronavirus pandemic with service and well-being research, introduces a resources-challenges equilibrium framework for service ecosystem well-being and outlines a research agenda.

Commentary: future directions of the service discipline

2020 ◽  
Vol 34 (3) ◽  
pp. 279-289 ◽  
Author(s):  
Ruth N. Bolton
Keyword(s):  
New Technology ◽  
Research Priorities ◽  
Well Being ◽  
Societal Implications ◽  
Service Research ◽  
Future Research ◽  
Service Discipline ◽  
Service Workers ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to suggest some ways that service scholars can shape the future of the service discipline by building knowledge that is useful to businesses, individuals, communities, institutions, society and the bio-environment. Design/methodology/approach This paper explicitly considers how global trends are likely to influence future research challenges in the service discipline. Then, service research priorities are identified by drawing upon the principles of responsible research in business and management (RRBM) (www.rrbm.net). Findings The paper identifies and analyzes many future service challenges arising from socioeconomic, demographic, technology and service systems, environmental and social changes. These changes are categorized as favorable and unfavorable in their effect on the well-being of people, organizations, society and the environment. Research limitations/implications This paper advocates more study of sustainability in service ecosystems, automation and the nature of service work, inclusion, equality and well-being of service workers; service in subsistence markets and the societal implications of new technology and big data. Practical implications The paper provides guidance for service marketers regarding research questions that are important to society and will need to be addressed by the year 2050. It translates the principles of RRBM into useful approaches to service marketing challenges that can be followed by all service researchers. Social implications This paper discusses important societal issues such as individual and societal needs for privacy, security and transparency; the ethical sourcing and treatment of service workers and the impact of service actions on environmental outcomes. Originality/value The conceptual framework integrates knowledge about service research in a new way, with insights for future service researchers, managers and public policymakers.

Sharing tourism experiences in social media

2017 ◽  
Vol 29 (1) ◽  
pp. 179-225 ◽  
Author(s):  
Marios D. Sotiriadis
Keyword(s):  
Social Media ◽  
Content Analysis ◽  
Academic Research ◽  
Online Reviews ◽  
Content Type ◽  
Main Research ◽  
Research Themes ◽  
Consumer Perspective ◽  
Use Of Social Media ◽  
The Impact

Purpose The purpose of this paper is twofold: to perform a synthesis of academic research published between 2009 and 2016 regarding the changes in tourism consumer behavior brought about by the use of social media (SM); and to suggest a set of strategies for tourism businesses to seize opportunities and deal with resulting challenges. Design/methodology/approach A volume of 146 peer-reviewed journal articles were retrieved from two major databases. Content analysis of this academic research has been performed, exploring the effects of online reviews on tourism consumers and providers. Findings The content analysis identified three main research themes that were investigated by scholars and classified into two major categories, namely, consumer perspective and provider perspective: the antecedents (factors motivating and influencing tourists); the influence of online reviews on consumer behaviour; and the impact of these reviews on tourism businesses (providers’ perspective). Research limitations/implications This study is based on a literature review and outcomes reported by previous studies; hence, the suggestions are indicative rather than conclusive. Some publication sources were not included. Practical implications This paper suggests a range of adequate strategies, along with operational actions, formulated for industry practitioners in the fields of management and marketing. Originality/value It provides an update of the state of published academic research into SM and an integrated set of management and marketing strategies for tourism providers in seizing the opportunities and dealing with the challenges raised in a digital context.

Gamification in banking: a review, synthesis and setting research agenda

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shilpa Chauhan ◽  
Asif Akhtar ◽  
Ashish Gupta
Keyword(s):  
Research Agenda ◽  
Banking Sector ◽  
Banking Industry ◽  
Psychological Theory ◽  
Future Research ◽  
Content Type ◽  
Bank Management ◽  
Customer Behaviour ◽  
The Future ◽  
The Impact

Purpose The objective of this paper is to explore and extend the existing literature on the use of gamification in banking. Design/methodology/approach Gamification is a new concept, further its application in banking is in a nascent stage both from the perspective of research and application. To systematise the limited literature and to draw the future research prospects, studies are presented based on theories, characteristics, context and methodologies framework. Findings The synthesis of the literature on gamification opened to a spectrum of areas to determine the future of gamification in the banking industry. The study emphasises the use of social and psychological theory building in the banking industry. Further, the research on game elements is an underexplored area in the banking domain, while they have well exploited in other contexts. Banking context needs more literature evidence, empirically tested and validated research methods to understand the personality traits and customer behaviour arising from the use of gamification. Practical implications For bank management, this study lays the impact of gamification in this era of digital banking. With the right mix of hedonic and utilitarian elements, bank management shall be able to boost financial literacy, improve saving habits, simplify banking products and strengthen knowledge updates among bank employees. Understanding the key elements and present status of research on gamification and their impact on customer behaviour development is crucial for the bank in building strategic advantage. Originality/value This study on gamification applied explicitly to the banking sector. With no clear application of the elements and mechanics of technology used in gamification, this study presents past literature in a systematised manner and draws the future research agenda of gamification in banking services.

The business-to-business inside sales force: roles, configurations and research agenda

2020 ◽  
Vol 54 (5) ◽  
pp. 1025-1060 ◽  
Author(s):  
Stefan Sleep ◽  
Andrea L. Dixon ◽  
Thomas DeCarlo ◽  
Son K. Lam
Keyword(s):  
Organizational Structure ◽  
Research Agenda ◽  
Academic Research ◽  
Job Demands ◽  
Sales Force ◽  
Future Research ◽  
Content Type ◽  
The Impact ◽  
Sales Forces ◽  
Business To Business

Purpose This study aims to explore the changing nature of the inside sales role and the individual capabilities required for success. Additionally, it examines the influence of organizational structure on inside sales force capabilities. Although business-to-business firms are investing heavily in inside sales forces, academic research lags behind this evolution. Design/methodology/approach Using a two-study qualitative approach, the authors examine contemporary inside sales forces’ responsibilities and operational configurations. Study 1 uses a cross-industry sample of sales leaders and professionals to examine roles and responsibilities. Study 2 used the second sample of sales leaders and professionals to explore the impact of various organizational configurations. Findings The study identifies important differences between inside and outside salespeople in terms of job demands and resources; inside salespeople’s greater reliance on sales technology and analytics than outside counterparts; and existing control systems’ failure to provide resources and incentives to match with inside salespeople’s increasing strategic benefits and job demands. The study also explores four distinct inside–outside configurations. The differences among these configurations help to explain the distinct benefits and costs of each configuration regarding the company, customer and intra sales force processes, which, in turn, determine inside salespeople’s strategic benefits and job demands. Research limitations/implications The authors discuss the theoretical implications of these findings for research on the evolving roles and capabilities of the inside sales force; antecedents and consequences of firms’ choice of inside–outside sales force configurations; and the impact of technology and the inside sales force. They propose a research agenda that includes a series of specific future research questions. Practical implications This study informs managers of the unique role of the inside sales force and how it differs from their outside counterpart. The results inform managers of the issues inherent to various inside sales configurations, helping them determine, which configuration best addresses their customers’ needs. Originality/value This research provides a detailed, updated account of the differences between inside and outside sales forces and the benefits/costs of major inside–outside sales force configurations. Drawing from job demands-resources, organizational structure and strategy-context fit theories, the authors develop research propositions about the underlying structural differences of inside-outside sales force configurations; how these differences drive the inside sales force’s increasing strategic benefits and job demands; and organizational choice of inside sales force configurations. A research agenda is then presented.

scholarly journals Virtual reality and gamification in marketing higher education: a review and research agenda

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sandra Maria Correia Loureiro ◽  
Ricardo Godinho Bilro ◽  
Fernando José de Aires Angelino
Keyword(s):  
Higher Education ◽  
Virtual Reality ◽  
Research Agenda ◽  
Research Field ◽  
Future Research ◽  
Research Topics ◽  
Content Type ◽  
Education Experience ◽  
Future Research Agenda ◽  
Search Terms

Purpose The purpose of this paper is to review studies on the use of virtual reality (VR) and gamification to engage students in higher education for marketing issues to identify the research topics, the research gaps and to prepare a future research agenda. Design/methodology/approach A literature review is performed based on two search terms applied to Web of Science, resulting in a final pool of 115 articles. A text-mining approach is used to conduct a full-text analysis of papers related to VR and gamification in higher education. The authors also compare the salient characteristics presented in the articles. Findings From this analysis, five major research topics are found and analysed, namely, teaching methodologies and education, experience and motivation, student engagement, applied theories in VR and gamification. Based on this and following the theory concept characteristics methodology framework, the paper provides directions for future research. Originality/value There is no comprehensive review exploring the topics, theories, constructs and methods used in prior studies concerning VR and gamification applied to higher education services based on all the articles published in well-regarded academic journals. This review seeks to provide deeper insights, to help scholars contribute to the development of this research field.

scholarly journals From cultural differences to cultural globalization: towards a new research agenda in cross-cultural management studies

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mehdi Boussebaa
Keyword(s):  
Social Sciences ◽  
Cultural Differences ◽  
Research Agenda ◽  
Cross Cultural ◽  
Professional Service ◽  
Content Type ◽  
Cultural Management ◽  
Cultural Globalization ◽  
Cross Cultural Management ◽  
The Impact

Purpose This paper responds to calls for a new raison d’être in the field cross-cultural management (CCM) and culture-sensitive studies of international business (IB) more broadly. It argues that one way of addressing the crisis of confidence in the field is to develop a line of inquiry focussed on corporate-driven cultural globalization. This paper also proposes a theoretical approach informed by international political economy (IPE) and postcolonial theory and outlines a research agenda for future work on cultural globalization. Design/methodology/approach The paper is a desk-based analysis that draws on relevant research in the wider social sciences to insert cultural globalization into the CCM/IB field’s intellectual project. Findings The paper finds the field of CCM and culture-sensitive IB studies more broadly to be almost exclusively focussed on studying the impact of cultural differences. Surprisingly, little attention has been devoted to the phenomenon of corporate-driven cultural globalization. Research limitations/implications The paper redirects the field and presents a research agenda, calling for studies on the role of four related actors in cultural globalization: MNEs, global professional service firms, business schools and CCM/IB researchers themselves. Practical implications CCM/IB scholars may be able to reorient themselves towards the phenomenon of cultural globalization and, in so doing, also seize an opportunity to contribute to important debates about it in the wider social sciences. Originality/value The paper suggests possibilities for renewal by redirecting CCM/IB towards the study of cultural globalization and by encouraging the field to develop a postcolonial sensibility in future research on the phenomenon.

scholarly journals The influence of social distancing on employee well-being: a conceptual framework and research agenda

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sven Tuzovic ◽  
Sertan Kabadayi
Keyword(s):  
Conceptual Framework ◽  
Research Agenda ◽  
Well Being ◽  
Subjective Well Being ◽  
Content Type ◽  
Theoretical Concepts ◽  
Social Distancing ◽  
Starting Point ◽  
Service Continuity ◽  
The Impact

PurposeThe ongoing pandemic caused by the coronavirus disease 2019 (COVID-19) virus has severely influenced lives and livelihoods. As service organizations either face hibernation or continuity of their business operations, the impact of social distancing measures raises major concerns for the well-being of service employees. In this paper, the authors develop a conceptual framework to examine how different social distancing practices impact an organization's service continuity or service hibernation, which in turn affects different dimensions of their employee subjective well-being during the COVID-19 pandemic.Design/methodology/approachThe authors draw on macroeconomic data and industrial reports, linking them to theoretical concepts to develop a conceptual framework and a research agenda to serve as a starting point to fully understand the impact of this pandemic on employee well-being.FindingsThis article develops an overarching framework and research agenda to investigate the impact of social distancing practices on employee well-being.Originality/valueThe authors propose two opposing business concepts – service continuity and service hibernation – as possible responses to social distancing measures. By bridging different theoretical domains, the authors suggeste that there is a need to holistically examine macro-, meso- and micro-level factors to fully understand the impact of social distancing–related measures on employee well-being.

scholarly journals Commentary: transformative service research and social marketing – converging pathways to social change

2019 ◽  
Vol 33 (6) ◽  
pp. 633-642 ◽  
Author(s):  
Rebekah Russell-Bennett ◽  
Raymond P. Fisk ◽  
Mark S. Rosenbaum ◽  
Nadia Zainuddin
Keyword(s):  
Social Marketing ◽  
Research Agenda ◽  
Theory Development ◽  
Well Being ◽  
Research Progress ◽  
Service Research ◽  
Structural Barriers ◽  
Conceptual Approach ◽  
Content Type ◽  
Common Interests

Purpose The purpose of this paper is to discuss two parallel but distinct subfields of marketing that share common interests (enhancing consumers’ lives and improving well-being): social marketing and transformative service research. The authors also suggest a research agenda. Design/methodology/approach The paper offers a conceptual approach and research agenda by comparing and contrasting the two marketing fields of transformative service research and social marketing. Findings Specifically, this paper proposes three opportunities to propel both fields forward: 1) breaking boundaries that inhibit research progress, which includes collaboration between public, private and nonprofit sectors to improve well-being; 2) adopting more customer-oriented approaches that go beyond the organizational and individual levels; and 3) taking a non-linear approach to theory development that innovates and co-creates solutions. Originality/value This paper presents the challenges and structural barriers for two subfields seeking to improve human well-being. This paper is the first to bring these subfields together and propose a way for them to move forward together.

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