Beyond the Embodied Digital Service Encounter

2018 ◽  
pp. 1-18
Author(s):  
Jannick Kirk Sørensen
Keyword(s):  
Human Service ◽  
Service Failure ◽  
Digital Design ◽  
Service Encounter ◽  
Service Encounters ◽  
Digital Service ◽  
Service Failures ◽  
Knowledge Intensive ◽  
Micro Analysis

When a digital service encounter develops differently than anticipated, the client becomes a user. This transformation reveals the ambiguous nature of digital service encounter being neither well-functioning tools, nor having the same sensitivity to and tolerance for service failures as in human service encounters. Through the case-study of a service failure and subsequent co-creation of the service recovery, this chapter introduces and unfolds the concept of ‘cognitively dominated service encounters'. This category is suggested to supplement and criticize Paul Dourish's (2001) concept of Embodied Interaction. With a micro analysis of the interaction in this service journey, we identify the need for a category of knowledge intensive service encounters that acknowledge both the complexity of the service provided, but also the constraints and possibilities in the digital design material.

A cross-linguistic study of metacommunication in online hotel reviews

2020 ◽  
Vol 17 (4) ◽  
pp. 445-470
Author(s):  
Irene Cenni ◽  
Patrick Goethals ◽  
Camilla Vásquez
Keyword(s):  
Hospitality Industry ◽  
Service Providers ◽  
Mother Tongue ◽  
Service Failure ◽  
Specific Form ◽  
Service Encounter ◽  
Service Encounters ◽  
Correct Information ◽  
Linguistic Patterns

AbstractIn this study, we focus on a specific form of metacommunication found in an emerging digital genre: Hotel reviews posted on TripAdvisor. In particular, we investigate how tourists represent their service encounter interactions. The main goal of the present study is to identify what these digital metacommunicative practices reveal about communicative norms and expectations among groups of reviewers writing in three different languages. We analyzed a multilingual dataset of 1800 reviews written in English, Dutch, and Italian. The results reveal that reviewers commented upon a broad range of aspects when evaluating service encounters interactions, for instance, describing the quality of the interaction (e.g. polite, correct), or a lack of communication when a specific type of communication is expected (e.g. absence of greetings, or apologies after a service failure). Further, we found similar cross-linguistic patterns, such as appreciation for being able to communicate in one’s mother tongue during the hotel-guest encounter. At the same time, a few differences across languages emerged, such as the preference for precise and correct information within British reviews. Since service interactions are of fundamental importance for customer satisfaction, our findings contribute not only to the current research on metacommunication in digital contexts, but may also be significant for service providers in the hospitality industry.

The Role of Digital Service Encounters on Customers' Perceptions of Companies

2010 ◽  
pp. 88-97
Author(s):  
Kristina Heinonen
Keyword(s):  
Empirical Study ◽  
Two Dimensions ◽  
Service Encounter ◽  
The Internet ◽  
Service Encounters ◽  
Customer Perceptions ◽  
Digital Service ◽  
A Company ◽  
E Mail

The service encounter occurs whenever a customer interacts with a company personally or through technology through, for example, the Internet, e-mail, or telephone. Nowadays, customers frequently initiate the encounter as, for example, inquiries, information searches, and complaints are conveniently performed online. This article explores the role of digital service encounters on customer perceptions of companies. Digital service encounters in this article denote remote customer-company interactions via the Internet or e-mail. The focus is on active customers initiating interactions and on customer perceptions of company responses to these interactions. A conceptual framework that captures customer perceived service encounter value on two dimensions (responsiveness and personalization) is proposed. An empirical study exploring the value of company responses to digital contacts indicated that many contacts are responded to promptly and satisfyingly. However, there are also significant differences in the value of the service encounter. Some service encounters are perceived as unpersonalized, and some are even left without response.

scholarly journals Analisis Perilaku Brand Switcing Konsumen ...(Dimas Dan Muchammad Agung) 1 Analisis Perilaku Brand Switcing Konsumen Produk Air Mineral Di Wilayah Kabupaten Banjarnegara

Media Ekonomi ◽  
2017 ◽  
Vol 14 (1) ◽  
pp. 1
Author(s):  
Dimas Bayu Arianto ◽  
Muchammad Agung Miftahuddin
Keyword(s):  
Mineral Water ◽  
Service Failure ◽  
Free Variable ◽  
Switching Behavior ◽  
Service Encounter ◽  
Ethical Problems ◽  
Service Failures ◽  
Brand Switching ◽  
Core Service ◽  
E6 And E7

This study aims to determine the effect of free variable price, inconvenience, core service failure, service encounter failure, response to service, attraction by competitors, ethical problems, and involuntary switching to switching behavior of mineral water brand in the region Banjamegara both partially and simultaneously. And to determine the independent variables that most influence on switching behavior of mineral water in the Banjarnegara. The method used in sampling is purposive sampling, the sampling is based on specific criteria and goals, with criteria respondents who are buying it either weekly or monthly at the distributor or the same store and was in the region Banjamegara. The analytical method used was multiple linear regression test with a significant level (α) 0,1 and the elasticity test. The results of this study concluded that prices, core service failures, service encounter failures and ethical problems are partially no effect on brand switching, with a significant value of 0,838, 0,925, 0,239 and 0,329 more than 0,1. But attraction by competitor and involuntary switching partially significant effect on brand switching, with a significant value of 0,070 and 0,087 is less than 0,1. price, inconvenience, core service failure, service encounter failure, response to service, attraction by competitors, ethical problems, and involuntary switching simultaneously had no effect on brand switching, with a value significantly by 0,141 more than 0,1. involuntary switching variables that most influence on brand switching. This is indicated by the value of E8 > E1, E3, E4, E6 and E7 is 0275 > 0,018, -0,009, 0,153, 0,176 and -0,111. Key words: Price, Inconvenience, Core Service Failure, Service Encounter Failure, Response To Service, Attraction By Competitors, Ethical Problems, Involuntary Switching and Brand Switching.

Exploring service failure in a business-to-business context

2015 ◽  
Vol 29 (5) ◽  
pp. 367-379 ◽  
Author(s):  
Xia Zhu ◽  
Judy Zolkiewski
Keyword(s):  
Case Studies ◽  
Manufacturing Sector ◽  
Service Failure ◽  
Negative Influence ◽  
Careful Consideration ◽  
Business Service ◽  
Content Type ◽  
Service Failures ◽  
Business To Business

Purpose – This study aims to explore how business-to-business service failures manifest in a manufacturing context. Design/methodology/approach – The empirical research involved two case studies: case study one included 20 interviews in the metal finishing industry; case study two included 20 interviews in the paint and coatings industry. In both case studies, suppliers and customers’ perceptions were obtained to facilitate a dyadic understanding of the phenomena. Findings – Business-to-business service failure is a complex, dynamic and interactive process. It varies according to type of service, services supporting the products and services supporting the customers, service quality dimensions and the source of the failure. It can have a more profound impact than service failure in a consumer context because it may cause disruption to customers’ production and have a negative influence of failure on their clients in the network. Research limitations/implications – Business customers may play a role in value co-destruction rather than value co-creation by causing service failures due to errors on their part. The consequences of the domino effects revealed in this study need to be given careful consideration by managers. The research is exploratory, and the findings may be influenced by the manufacturing sector in which the case study firms are based. Originality/value – Business-to-business service failure has its own distinct characteristics, as it may impact widely in the business-to-business network. Domino effects implicitly dominate business-to-business service failure episodes where negative outcomes cascade downstream and affect service recipients’ customers.

Religious affiliation: buffering negative reactions to service failures

2014 ◽  
Vol 28 (1) ◽  
pp. 1-9 ◽  
Author(s):  
Kelly O. Cowart ◽  
Edward Ramirez ◽  
Michael K. Brady
Keyword(s):  
Service Failure ◽  
Religious Affiliation ◽  
Future Research ◽  
Service Encounters ◽  
Student Sample ◽  
Content Type ◽  
Customer Perceptions ◽  
Service Failures ◽  
Group A ◽  
Religious Reasons

Purpose – This research aims to examine the buffering effect of a firm's religious association on customer reactions to a service failure. Design/methodology/approach – Two scenario-driven studies containing religious and non-religious reasons for a store closing were conducted. Findings – The results from Study 1 suggest that a religious affiliation safeguards against negative reactions to failures related to store policies (see Hoffman et al., 2003). Customers are more likely to forgive transgressing firms when service failures are associated with religion, regardless of attitudes toward the religious group. A follow up study supports the first, even when no specific religion was identified in the scenario, the service failure involved a firm that closed weekly, and a non-student sample was used. Research limitations/implications – While the results provide support for the buffering effects of a religious affiliation against a particular type of service failure – temporary service interruptions due to the observance of religious holidays and celebrations, future research should test the robustness of this effect on technology failures and rude treatment by employees. Originality/value – This paper is the first, to the authors' knowledge, to test the effect of a firm's religious affiliation on customer perceptions of frontline service encounters in general and service failures in particular.

Commentary: the unintended consequences of digital service technologies

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mark S. Rosenbaum ◽  
Gabby Walters ◽  
Karen L. Edwards ◽  
Claudia Fernanda Gonzalez-Arcos
Keyword(s):  
Digital Technology ◽  
Service Failure ◽  
Digital Technologies ◽  
Unintended Consequences ◽  
Content Type ◽  
Digital Service ◽  
Service Failures ◽  
Technology Service ◽  
Vulnerable Consumers ◽  
Governmental Institutions

Purpose This commentary puts forth a conceptual framework, referred to as the consumer, organization, government framework of unintended digital technology service failures, that specifies consumer, organizational and governmental shortcomings that result in digital technologies failing in terms of negatively affecting consumer, communal, national and/or global welfare. Design/methodology/approach The authors conceptualize an original framework by engaging in a literature review regarding marketplace failures associated with digital service technologies. Findings The framework shows that three drivers explain why commercial digital technologies often fail. The first driver highlights misuse or criminal intent from individuals. The second involves organizations failing to prevent or to address technology failures. The third pertains to failures that stem from governmental institutions. Research limitations/implications The authors encourage researchers to build on their framework by putting forth research questions. To prevent or lessen opportunities for digital technologies to result in service failures, the authors also offer practitioners a “digital technology service failure audit.” This audit shows how digital technology creators and managers can anticipate and address consumer, organizational and governmental factors that often cause digital service technologies failures. Social implications Despite the absence of industry-specific regulations and the existence of some regulatory immunities, digital technology providers have an ethical duty, and may be obligated under applicable tort law principles, to take steps to prevent unintended harm to consumers before launching their service technologies. Originality/value This work reveals that digital technologies represent new and different threats to vulnerable consumers, who often rely on, but do not fully understand, these technologies in their everyday living. The framework helps consumers, organizations and government agencies to identify and remedy current and potential instances of harmful digital technologies.

scholarly journals Technological enablers for preventing service failure with e-commerce websites

2020 ◽  
Author(s):  
A Nili ◽  
A Barros ◽  
David Johnstone ◽  
M Tate
Keyword(s):  
Information Systems ◽  
Service Management ◽  
Service Providers ◽  
Service Failure ◽  
Architecture Model ◽  
Digital Service ◽  
Service Failures ◽  
Online Purchase ◽  
Digital Services

© 27th European Conference on Information Systems - Information Systems for a Sharing Society, ECIS 2019. All rights reserved. Problems with digital services still occur at times, even for the most reliable services. Considering the consequences of these failures and their effects on the customer's overall service quality perception and satisfaction, preventing these failures, and delivering reliable digital services, is a critical business competency. In addition, the fact that digital services are often co-produced by both service providers and their customers, shows the increasing role of both service providers and customers in preventing digital service failures (or service problems). In this study, we view the concept of digital service failure from the perspective of expectation-conformation theory, develop an Archimate architecture model and use it to design a typology of technological enablers (technologies and technological approaches) that can be used by businesses and their customers to prevent service failures at different stages of online purchase via e-commerce websites. The typology is relevant and useful for management information systems (MIS) academics and practitioners, particularly for information technology and digital service management researchers and the practitioner community.

A Theoretical and Empirical Investigation into Service Failure and Service Recovery in the Restaurant Industry

2012 ◽  
pp. 86-99 ◽  
Author(s):  
Pierre Mostert ◽  
Danie Petzer ◽  
Christine De Meyer
Keyword(s):  
United States ◽  
Customer Satisfaction ◽  
South African ◽  
Service Failure ◽  
Service Recovery ◽  
Restaurant Industry ◽  
Service Encounters ◽  
Service Failures ◽  
Service Environments ◽  
Effective Service

Despite organizations’ best intentions to achieve zero defect service environments, this objective is unlikely due to the multi-dimensional nature of service encounters. Organizations should therefore provide effective service recovery in the event of service failures. This chapter theoretically and empirically considers service quality, service failures, and service recovery among South African restaurant patrons and compares findings to similar studies among United States and Irish restaurant patrons. Despite experiencing a service failure, most restaurant patrons would support the restaurant again in the future provided that service recovery was effective. Even a simple apology may rectify customer satisfaction and lead to customer retention.

Preferential treatment in the service encounter

2014 ◽  
Vol 25 (4) ◽  
pp. 512-530 ◽  
Author(s):  
Magnus Söderlund ◽  
Veronica Liljander ◽  
Johanna Gummerus ◽  
Pia Hellman ◽  
Michaela Lipkin ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Encounter ◽  
Service Encounters ◽  
Preferential Treatment ◽  
Content Type ◽  
Perceived Justice ◽  
Treatment Groups ◽  
Service Failures ◽  
Main Effect ◽  
Justice Perceptions

Purpose – The purpose of this paper is to examine reactions when customers in service encounters receive preferential treatment (i.e. something extra in relation to other customers). The examination is conducted in a social context that allows the customer to compare what he or she receives with what other customers receive. The main effect variables are perceived justice and customer satisfaction. Design/methodology/approach – An experimental method is employed to examine the effects of providing customers with preferential treatment. The study involves four treatment groups with various combinations of receiving or not receiving preferential treatment. Findings – Customers perceived preferential treatment as relatively unjust. This was true for customers who received the preferential treatment and for those who did not. However, customer satisfaction among those receiving preferential treatment was enhanced, thus signaling that preferential treatment affects perceived justice and satisfaction differently. In addition, different contexts for receiving preferential treatment (i.e. receiving it alone or sharing it with another customer) produced different levels of customer satisfaction. Originality/value – The extant research on preferential treatment has failed to acknowledge that this treatment often occurs in the presence of several customers, which is likely to evoke perceptions of justice. At the same time, extant research on perceived justice in service situations has mainly focussed on service failures as antecedents of justice perceptions. This study attempts to extend theory on both preferential treatment and perceived justice in service-encounter settings.

scholarly journals Technological enablers for preventing service failure with e-commerce websites

2020 ◽  
Author(s):  
A Nili ◽  
A Barros ◽  
David Johnstone ◽  
M Tate
Keyword(s):  
Information Systems ◽  
Service Management ◽  
Service Providers ◽  
Service Failure ◽  
Architecture Model ◽  
Digital Service ◽  
Service Failures ◽  
Online Purchase ◽  
Digital Services

© 27th European Conference on Information Systems - Information Systems for a Sharing Society, ECIS 2019. All rights reserved. Problems with digital services still occur at times, even for the most reliable services. Considering the consequences of these failures and their effects on the customer's overall service quality perception and satisfaction, preventing these failures, and delivering reliable digital services, is a critical business competency. In addition, the fact that digital services are often co-produced by both service providers and their customers, shows the increasing role of both service providers and customers in preventing digital service failures (or service problems). In this study, we view the concept of digital service failure from the perspective of expectation-conformation theory, develop an Archimate architecture model and use it to design a typology of technological enablers (technologies and technological approaches) that can be used by businesses and their customers to prevent service failures at different stages of online purchase via e-commerce websites. The typology is relevant and useful for management information systems (MIS) academics and practitioners, particularly for information technology and digital service management researchers and the practitioner community.

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