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1 – 10 of 45David D. Walker, Su Kyung (Irene) Kim, Danielle D. van Jaarsveld, Simon Lloyd D. Restubog, Mauricio Marrone, Constantin Lagios and Arman Michael Mehdipour
The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022.
Abstract
Purpose
The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022.
Design/methodology/approach
The authors employed bibliometric techniques, co-citation analysis and bibliographic coupling analysis to map schools of thought and research frontiers within the dyadic service encounter literature. In total, the authors analyzed 155 articles. To ensure inclusion of high-quality research, the authors screened articles from 139 journals with “4” or “4*” ratings on the 2021 Chartered Association of Business Schools (ABS) journal list, in addition to articles published in three service sector-specific journals: Journal of Service Management, Journal of Services Marketing and Journal of Service Theory and Practice.
Findings
The authors' co-citation analysis identified four distinct clusters within the dyadic service encounter literature: (1) shaping and explaining service encounters; (2) emotions in service work; (3) modeling, manipulating and measuring encounter service quality and (4) emotional labor and regulation in dyadic service encounters. Furthermore, the authors' bibliographic coupling analysis generated three research clusters: (1) service encounter characteristics; (2) emotions and emotional labor and (3) service encounter interaction content.
Originality/value
The authors' comprehensive review synthesizes knowledge, summarizing similarities among research clusters within the service encounter realm. Noteworthy are research clusters that clarify the emotion-based underpinnings and reciprocal nature of behaviors and emotions within dyadic encounters. By conducting complementary bibliometric analyses, the authors trace the evolution of the service encounter literature, providing an overview of the present state of dyadic service encounter research. These analyses offer valuable insights into the current landscape of the field, identifying future dyadic service encounter research opportunities.
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To advance marketing research and practice, this study aims to examine the application of the innovative, mobile-applicable neuroimaging method – mobile functional near-infrared…
Abstract
Purpose
To advance marketing research and practice, this study aims to examine the application of the innovative, mobile-applicable neuroimaging method – mobile functional near-infrared spectroscopy (mfNIRS) – in the field of marketing research, providing comprehensive guidelines and practical recommendations.
Design/methodology/approach
A general review and investigation of when and how to use mfNIRS in business-to-consumer and business-to-business marketing settings is used to illustrate the utility of mfNIRS.
Findings
The research findings help prospective marketing and consumer neuroscience researchers to structure mfNIRS experiments, perform the analysis and interpret the obtained mfNIRS data.
Research implications
The application of mfNIRS offers opportunities for marketing research that allow the exploration of neural processes and associated behaviour of customers in naturalistic settings.
Practical implications
The application of mfNIRS as a neuroimaging method enables the investigation of unconscious neural processes that control customer behaviour and can act as process variables for companies.
Originality/value
This is one of the first studies to provide comprehensive guidelines and applied practical recommendations concerning when and how to apply mfNIRS in marketing research.
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This systematic literature review focuses on the following future advanced information and communication technologies (ICTs) applied in the maritime transport of cargo: Internet…
Abstract
Purpose
This systematic literature review focuses on the following future advanced information and communication technologies (ICTs) applied in the maritime transport of cargo: Internet of Things (IoT), big data, cloud computing and autonomous ships/vessels (including unmanned ships/vessels). The review question is: “RQ: In what context and by means of what mechanism does the implementation of future advanced ICTs have disruptive impact on maritime transport?”.
Design/methodology/approach
The paper complies with the methodological requirements of systematic reviews. The information analysis and synthesis are based on the CIMO logic, referring to the context (C), intervention (I), mechanism (M) and outcome (O) of the implementation of future advanced ICTs in maritime transport.
Findings
The review identifies the contextual factors and components of the mechanism that lead to the disruptive impact of different types of future advanced ICT interventions on maritime transport.
Research limitations/implications
The review approaches only the most important future advanced ICTs that will disrupt maritime transport.
Practical implications
The maritime transport organizations should consider: intended outcome as intervention trigger; increased efficiency and responsiveness; benchmarking.
Originality/value
For the first time, the CIMO logic is applied in a systematic review focused on future advanced ICTs in maritime transport. The CIMO-DMT model is elaborated as a basis for further research. Ten directions of study are recommended in a future research agenda.
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Cathy Parker, Nikos Ntounis, Steve Millington, Simon Quin and Fernando Rey Castillo-Villar
The purpose of this paper is to document the results and the impact of the ESRC-funded High Street UK 2020 (HSUK2020), a project designed to take the existing academic knowledge…
Abstract
Purpose
The purpose of this paper is to document the results and the impact of the ESRC-funded High Street UK 2020 (HSUK2020), a project designed to take the existing academic knowledge relating to retail and high street change directly to UK High Streets, to improve local decision-making and, ultimately, their vitality and viability.
Design/methodology/approach
Through a systematic literature review, and by following the tenets of engaged scholarship, the authors identified 201 factors that influence the vitality and viability of town centres. Through the consensus-building Delphi technique, a panel of 20 retail experts identified the top 25 priorities for action.
Findings
Taking a place management approach led to the development of a more strategic framework for regeneration, which consisted of repositioning, reinventing, rebranding and restructuring strategies (4R’s of regeneration). Collaboration with the project towns resulted in identification of the strategy area that would add the most value, and the impact of the 4R’s and the top 25 priorities is demonstrated via numerous town examples.
Originality/value
Knowledge exchange projects, such as High Street UK2020, have an important contribution to make, not by developing even more theory that is unlikely to get utilised, instead their contribution is to bring existing theory into practical use.
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Ashley D. Lloyd, Mario Antonioletti and Terence M. Sloan
China is the world’s largest user market for digital technologies and experiencing unprecedented rates of rural-urban migration set to create the world’s first “urban billion”…
Abstract
Purpose
China is the world’s largest user market for digital technologies and experiencing unprecedented rates of rural-urban migration set to create the world’s first “urban billion”. This is an important context for studying nuanced adoption behaviours that define a digital divide. Large-scale studies are required to determine what behaviours exist in such populations, but can offer limited ability to draw inferences about why. The purpose of this paper is to report a large-scale study inside China that probes a nuanced “digital divide” behaviour: consumer demographics indicating ability to pay by electronic means but behaviour suggesting lack of willingness to do so, and extends current demographics to help explain this.
Design/methodology/approach
The authors report trans-national access to commercial “Big Data” inside China capturing the demographics and consumption of millions of consumers across a wide range of physical and digital market channels. Focusing on one urban location we combine traditional demographics with a new measure that reflecting migration: “Distance from Home”, and use data-mining techniques to develop a model that predicts use behaviour.
Findings
Use behaviour is predictable. Most use is explained by value of the transaction. “Distance from Home” is more predictive of technology use than traditional demographics.
Research limitations/implications
Results suggest traditional demographics are insufficient to explain “why” use/non-use occurs and hence an insufficient basis to formulate and target government policy.
Originality/value
The authors understand this to be the first large-scale trans-national study of use/non-use of digital channels within China, and the first study of the impact of distance on ICT adoption.
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While a growing body of literature reveals the prevalence of men's harassment and abuse of women online, scant research has been conducted into women's attacks on each other in…
Abstract
While a growing body of literature reveals the prevalence of men's harassment and abuse of women online, scant research has been conducted into women's attacks on each other in digital networked environments. This chapter responds to this research gap by analyzing data obtained from qualitative interviews with Australian women who have received at times extremely savage cyberhate they know or strongly suspect was sent by other women. Drawing on scholarly literature on historical intra-feminism schisms – specifically what have been dubbed the “mommy wars” and the “sex wars” – this chapter argues that the conceptual lenses of internalized misogyny and lateral violence are useful in their framing of internecine conflict within marginalized groups as diagnostic of broader, systemic oppression rather than being solely the fault of individual actors. These lenses, however, require multiple caveats and have many limitations. In conclusion, I canvas the possibility that the pressure women may feel to present a united front in the interests of feminist politics could itself be considered an outcome of patriarchal oppression (even if performing solidarity is politically expedient and/or essential). As such, there might come a time when openly renouncing discourses of sisterhood and feeling free to disagree with, and even dislike, other women might be considered markers of liberation.
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The purpose of this paper is to provide a comprehensive overview of the geography of mortgage lending in Great Britain. It uses a new mortgage dataset as a way to shed light on…
Abstract
Purpose
The purpose of this paper is to provide a comprehensive overview of the geography of mortgage lending in Great Britain. It uses a new mortgage dataset as a way to shed light on the spatial distribution of mortgage finance and to highlight the different lending patterns of seven major UK banks. It also examines the relationship between the distribution of mortgage finance and socio-economic status at the local level.
Design/methodology/approach
The methodology is based on simple quantitative techniques, including spatial analysis, location quotient analysis and socio-economic classification. Lending data for Great Britain’s 10,000 postcode sectors are the basis for analysis here.
Findings
The results suggest that some banks lend significantly less than others in poorer areas, but, owing to a lack of data, it is not possible to say why. It is possible to identify banks that appear to change their lending patterns in areas with different socio-economic characteristics. The paper concludes by reflecting on key messages and by making a small number of recommendations to improve transparency in the sector.
Research limitations/implications
In the absence of demand-side metrics, it is not possible to determine which banks lend disproportionately high or low amounts in poorer areas.
Practical implications
This paper has implications in relation to increasing financial transparency in the residential mortgage sector. The most important implication would be to highlight the fact that this new data – whilst a welcome development – is a long way from providing proper transparency in the mortgage lending sector.
Originality/value
This paper fills a gap in the international literature in relation to our understanding of the geography of mortgage lending in a major world economy. It also highlights important differential lending patterns in relation to socio-economic status at the sub-national level.
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Andrew Morden, Lauren Brooks, Clare Jinks, Mark Porcheret, Bie Nio Ong and Krysia Dziedzic
Intervention evaluations have not always accounted for long-term implementation of interventions. The purpose of this paper is to explore implementation of a primary care…
Abstract
Purpose
Intervention evaluations have not always accounted for long-term implementation of interventions. The purpose of this paper is to explore implementation of a primary care intervention during the lifespan of the trial and beyond.
Design/methodology/approach
Eight general practices participated in the trial (four control and four intervention). In-depth interviews (with nine GPs and four practices nurses who delivered the intervention) and observation methods were employed. Thematic analysis was utilized and Normalization Process Theory (NPT) constructs were compared with emergent themes.
Findings
Macro-level policy imperatives shaped practice priorities which resulted in the “whole system” new intervention not being perceived to be sustainable. Continued routinization of the intervention into usual care beyond the lifespan of the funded study was dependent on individualized monitoring and taking forward tacit knowledge.
Research limitations/implications
The authors discuss the implications of these findings for sociological theories of implementation and understanding outcomes of research led complex interventions.
Originality/value
The study describes the complex interplay between macro processes and individual situated practices and contributes to understanding if, how, and why interventions are sustained beyond initial “research push”. The value of the study lies in describing the conditions and potential consequences of long-term implementation, which might be translated to other contexts.
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Wenting Feng, Yuanping Xu and Lijia Wang
Building on the theory of brand psychological ownership, this paper aims to explore the mediating role of brand psychological ownership in the relationship between brand…
Abstract
Purpose
Building on the theory of brand psychological ownership, this paper aims to explore the mediating role of brand psychological ownership in the relationship between brand personality (innocence/coolness) and consumers’ preferences, as well as identify the boundary conditions of this relationship.
Design/methodology/approach
To test the hypotheses, a series of four experiments were conducted in Wuhan, a city in southern China, using questionnaires administered at two universities and two supermarkets. Hypotheses were tested using PLS-SEM in SmartPLS 4.
Findings
The results indicate that brand personality, specifically the dimensions of innocence and coolness, has a significant impact on consumers’ brand preferences. Brands with a cool personality are preferred over those with an innocent personality. Moreover, the relationship between brand personality and consumers’ brand preferences is moderated by power motivation and identity centrality.
Originality/value
This study contributes to the literature by differentiating between brand personality of innocence and coolness as two separate constructs and proposing brand psychological ownership as a mechanism through which brand personality affects brand preferences. The study’s samples were drawn from universities and supermarkets in southern China, providing evidence for the significant moderating effects of power motivation and identity centrality on consumers’ brand preferences.
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