bluuebunny/crossref_metadata_2025_split huggingface dataset:
Exploring dualities of service innovation: implications for service research
Authors: Witell Lars , Anderson Laurel , Brodie Roderick J. , Colurcio Maria , Edvardsson Bo , Kristensson Per , Lervik-Olsen Line , Sebastiani Roberta , Wallin Andreassen Tor 
Published: September 2015

Purpose
– The purpose of this study is to explore three paradoxes of service innovation and provide a way forward for fresh thinking on the topic.

Design/methodology/approach
– Through a conceptual model of service innovation research, the authors challenge the “pro-change” bias and explore what can be learnt from the duality of service innovation.

Findings
– This paper suggests that research moves beyond a firm perspective to study service innovation on multiple levels of abstraction. A conceptual model based on two dimensions, level (individual, organization and society) and outcome (success, failure), is used to pinpoint and explore three dualities of service innovation: adopt–reject, change–static and good–bad.

Originality/value
– By challenging the traditional perspective on service innovation, the authors present new avenues for fresh thinking in research on service innovation. In this paper, the authors encourage researchers and managers to learn from failures and to acknowledge the negative effects of service innovation.
When good news is bad news: the negative impact of positive customer feedback on front-line employee well-being
Authors: Nasr Linda , Burton Jamie , Gruber Thorsten 
Published: September 2015

Purpose– Front-line employee (FLE) well-being is an under-researched field. Contrasting the prevailing view that Positive Customer Feedback (PCF) can only have ‘positive’ impacts, this study aims to answer the counterintuitive question: Could the apparently positive construct ‘Positive Customer Feedback’ have a negative impact on the well-being of front-line employees? Consequently, working within the Transformative Service Research (TSR) framework, we investigate whether PCF can negatively affect the eudaimonic and hedonic well-being dimensions of FLEs, thus decreasing their overall psychological well-being level.Design/methodology/approach– A multidisciplinary literature review was conducted, particularly in the social psychology, human resources and organizational behavior fields, to examine the potential negative impacts of PCF. Subsequently, an exploratory qualitative study consisting of seven focus groups with 45 FLEs and 22 in-depth interviews with managers working across various service industries were performed. All the transcripts were analyzed via an iterative hermeneutical process.Findings– A model describing ten negative impacts and six key contingencies of PCF was developed. The identified impacts can negatively affect the eudaimonic and hedonic well-being dimensions of FLEs. PCF can have a negative impact on the eudaimonic dimensions such as harmony, respect and support. Moreover, PCF appears to increase the negative affect by creating tension, fear, strain and stress, thus, negatively affecting the happiness level of FLEs (hedonic well-being). The identified contingencies play a crucial role in determining the direction and intensity of the negative impact of PCF. Therefore, the overall psychological well-being level of FLEs can suffer as a result of PCF. This study also discusses managerial challenges associated with PCF management.Research limitations/implications– The article discusses important managerial implications in the field of FLE well-being and PCF management and suggests directions for future research aiming to expand the boundaries of the current TSR agenda and service human resources.Originality/value– This study is the first to explore the negative side of PCF from a TSR perspective. It extends the understanding of the overlooked area of PCF and FLE well-being.
Fresh perspectives on customer experience
Authors: McColl-Kennedy Janet R. , Gustafsson Anders , Jaakkola Elina , Klaus Phil , Radnor Zoe Jane , Perks Helen , Friman Margareta 
Published: September 2015

Purpose
– The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer experience; and recognizing the holistic, dynamic nature of customer experience across all touch points and over time.

Design/methodology/approach
– The approach is conceptual identifying current gaps in research on customer experience.

Findings
– The findings include a set of research questions and research agenda for future research on customer experience.

Originality/value
– This research suggests fresh perspectives for understanding the customer experience which can inspire future research and advance theory and managerial practice.
Resource integration in liminal periods: transitioning to transformative service
Authors: Cheung Lilliemay , McColl-Kennedy Janet R. 
Published: September 2015

Purpose
– The purpose of this paper is to introduce a transformative service logic-based framework designed to help researchers and practitioners better understand resource integration in liminal periods.

Design/methodology/approach
– Using netnography, we show how consumers across four countries integrate resources, adopting different value creation practices following natural disasters.

Findings
– The authors’ novel framework extends current conceptualizations of social and economic exchange. Following a natural disaster, a state of ‘liminality’ occurs when the market economy is temporarily displaced by the moral economy, transitioning to a new transformative service logic.

Research limitations/implications
– Important implications for theory and practice are discussed.

Originality/value
– This research proposes an organizing framework comparing the market economy logic and moral economy logic with the new transformative service logic.
Integrating social issues and customer engagement to drive loyalty in a service organisation
Authors: O'Brien Ingrid M. , Jarvis Wade , Soutar Geoffrey N. 
Published: September 2015

Purpose– The paper aims to measure and identify customer preference for social issues and understand the importance of customer engagement when service organisations implement corporate social responsibility (CSR) programmes.Design/methodology/approach– Developing a relevancy/scope typology framework, this paper then examines the relationships between social issues preference, engagement and loyalty. The models were estimated to assess the role engagement played in the relationship between CSR issue preference and loyalty. The sample was obtained from customers who used a large national Australian Internet service provider.Findings– Local and global CSR issues relevant to the organisation were most preferred, while engagement had the strongest, positive effect on loyalty and was a full mediator of the relationship between CSR issue preference and loyalty.Practical implications– Service organisations should direct their CSR efforts towards addressing social issues that are relevant to their business, and obtaining customer engagement is imperative if they wish to improve loyalty.Social implications– Providing greater clarity on how organisations can improve loyalty from CSR programmes will increase the likelihood of organisations investing their resources towards addressing social issues.Originality/value– Few empirical studies have identified which social issues are the most preferred by customers. The development of a social issue typology and the testing of the relationships between social issue preference, engagement and loyalty provides empirical evidence of how a CSR strategy can improve loyalty.
Customer-dominant logic: foundations and implications
Authors: Heinonen Kristina , Strandvik Tore 
Published: September 2015

Purpose
– The purpose of this paper is to analyze the theoretical and practical implications of adopting customer-dominant logic (CDL) of service, focusing on how firms can become involved in the customers’ context.

Design/methodology/approach
– Inspired by the conceptual discussion of service logic and service-dominant logic, this paper focuses on the conceptual underpinnings of CDL. CDL is contrasted with other service perspectives in marketing; CDL is a marketing and business perspective dominated by customer-related aspects instead of products, service, systems, costs or growth. It is grounded in understanding customer logic and how firms’ offerings can become embedded in customers’ lives/businesses.

Findings
– The conceptual analysis challenges the prevailing assumptions of key phenomena in service research, including interaction, co-creation, service value and service. The paper presents five essential foundations of CDL: marketing as a business perspective, customer logic as the central concept, offering seen through the customer lens, value as formed and not created and the prevalence of customer ecosystems.

Research limitations/implications
– The paper differentiates CDL from other marketing perspectives. Further empirical research is needed in different empirical settings to provide guidelines for adopting the perspective on a strategic and operational business level.

Practical implications
– As a firm’s holistic and strategic foundation, marketing is based on understanding how providers participate, at a profit, in customers’ value formation. The paper suggests how firms can successfully conduct business in dynamic markets with empowered customers.

Originality/value
– This paper expands marketing and business logic based on customer dominance. It accentuates the importance of understanding customer logic and stresses the presence of providers in the customer ecosystem.
Conducting service research that matters
Authors: Gustafsson Anders , Aksoy Lerzan , Brady Michael K. , McColl-Kennedy Janet R. , Sirianni Nancy J. , Witell Lars , Wuenderlich Nancy V. 
Published: September 2015

Purpose
– The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational impact on individuals, organizations and society. The authors suggest that service researchers are in an excellent position to develop research that matters by making stronger connections with theory and elevating purely applied research to research that is higher in both practical relevance and methodological rigor.

Design/methodology/approach
– This paper takes a conceptual approach, connecting pertinent literature with new ideas highlighted in this special issue.

Findings
– This paper proposes that service researchers look beyond traditional service applications, take a multi-disciplinary approach to problem-solving and make greater strides towards connecting theory and practice. The authors propose a Model of Rigorous and Relevant Research, and call for fresh thinking across a wide range of research areas, including enhancing the customer experience, crafting innovation, integrating technology and measuring service outcomes.

Originality/value
– The originality of this essay lies in its focus on revitalizing the discussion on relevance and rigor as a path forward for service research. Additionally, this paper offers new insights on core management aspects of service provision that provide a solid platform for future work in service research.
A holistic management tool for measuring internal marketing activities
Authors: Huang Yu-Ting , Rundle-Thiele Sharyn 
Published: September 2015

Purpose
– The purpose of this paper is to synthesise internal marketing measures in two service settings across both Western and Eastern backgrounds. Well established views of internal marketing have emerged with more than 200 papers on the topic. To date, no clear accepted measure for the concept has emerged. The developed scale provides a new way of thinking drawing together a diverse range of measures to deliver a practical measure offering marketing managers a diagnostic tool to measure the degree that internal marketing has been applied (or not) inside their organisation.

Design/methodology/approach
– Conceptual and operational definitions of internal marketing were analysed to generate an item pool for testing. Generated items were then tested in one higher education organisation (n = 205) and in the tourism and hospitality industry with Australian and Taiwanese employees (n = 458) using both English and Traditional Chinese survey versions. The data were analysed with SPSS 19.0 and AMOS 19.0. Reliability analysis was first undertaken to assess the hypothesised internal marketing factor structure followed by confirmatory factor analysis.

Findings
– A 16-item, three-factor structure was obtained for internal marketing. This research suggests that internal marketing practice is a three-dimensional concept ideally consisting of internal market research, training and communication activities. The findings suggest that further research may be warranted to further expand academic definitions of internal marketing to encompass the varied activities undertaken by practising internal marketers.

Originality/value
– This study provides a new measure of internal marketing practice for use in future that captures the majority of the activities undertaken by internal marketing practitioners.
Value creation: an internal customers’ perspective
Authors: Grace Debra , Lo Iacono Joseph 
Published: September 2015

Purpose– The purpose of this paper is to understand and deliver the needs and wants of external customers. This being the case, we know quite a lot about one perspective of the value co-creation process (i.e. external customers’ perception) but very little about other stakeholder perspectives, in particular, internal customers’ perspectives of the value co-creation process.Design/methodology/approach– This paper draws on the works of Edvardssonet al.(2011), Giddens (1984), Sweeney and Soutar (200), Helkkulaet al.(2012), Herzberget al.(1959) and Wolf (1970) to build a conceptual model of value creation developed specifically from the internal customer’s perspective.Findings– The resultant conceptual model (shown in Figure 1) provides insight into the socio-structural and social exchange elements of the firm that provide the stimuli to value creation, which in the first instance, gratify (or not) the needs of internal customers and, secondly, influence the multi-dimensional value perceptions of internal customers.Originality/value– The conceptual model of this paper provides a unique, pragmatic and useful framework for understanding how internal customers derive and perceive value within the social landscape of the firm. While empirical validation of the model is essential, the model, as presented herein, provides an excellent starting point for further investigation in this important, but largely under-researched, area.
The use of Geographic Information System in the development and utilization of ancient local chronicles
Authors: Zhu Suoling , Bao Ping 
Published: September 2015

Purpose
– The purpose of this paper is to apply Geographic Information System (GIS) in the development and utilization of Chinese ancient local chronicles to achieve the mining and visualization of historical data about products distribution and dispersal in Products in Local Chronicles of Guangdong.

Design/methodology/approach
– Using 1,756 records of product-related location names in Products in Local Chronicles of Guangdong of the Qing dynasty, which are recognized by a name recognition system, as attribute data; taking the spatial data of Chinese administrative geography of the Qing dynasty in 1820 and the Historical Atlas of China as spatial data; connect the attribute data with relevant spatial data based on the table connection function of Arcmap in Arcgis 8.3 to implement the data management, cartography and analysis.

Findings
– The application of GIS in the development and utilization of ancient local chronicles was quite successful. With some thematic maps, knowledge about products distribution and dispersal in ancient books was vividly displayed so as to facilitate relevant researches.

Research limitations/implications
– Only product-related location names inside China were analyzed, not other named entities in local chronicles; and only static visual display was achieved, not dynamic visual display. Historical maps of the world can be used to carry out the visualization of the products distribution and dispersal in the world, and even the visualization of other knowledge, such as poetries and songs scattered over many places in China. The process of products dispersal and the distribution of poetries and songs can be dynamically and visually displayed by pictures, audios, videos, multimedia, etc.

Practical implications
– By using GIS in the development and utilization of Chinese ancient local chronicles, this paper explores a new way for the collation of ancient books and open up a new area for the research of digital humanities.

Originality/value
– This is the first try about the application of GIS in the development and utilization of ancient local chronicles, and also the same of digital humanities research in the field of agricultural history.
An informetrics view of the relationship between internet ethics, computer ethics and cyberethics
Authors: Onyancha Omwoyo Bosire 
Published: September 2015

Purpose
– The purpose of this paper is to explore the differences and similarities between computer ethics, internet ethics and cyberethics as reflected in the contents of the published literature as well as the search trends on Google.

Design/methodology/approach
– The paper opted for an informetrics approach, and more specifically content analysis, to investigate the inter-relationships between computer ethics, internet ethics and cyberethics. The data sources for this study included Google Trends, Google Scholar and the Web of Science citation indexes. Different search queries were used, depending on the structure of each data source, to extract the relevant data sets.

Findings
– Using different methods and techniques to analyse the data, the paper provides an alternative means of investigating relationships among concepts. The findings indicate that there is still no clear distinction between the concepts in terms of subject and title terms used to describe the published literature on the three concepts, as well as the research areas where the three concepts are applied. Going by the current trend, the paper envisages that cyberethics may, in the future, become a broader term to include computer ethics and internet ethics.

Research limitations/implications
– The data sources that were selected for the study might have not been comprehensive in the coverage of the published literature on the three concepts and therefore there is need for further research, which will expand the scope of the data sources.

Practical implications
– The paper’s findings may apply in the practice of indexing and abstracting as well as thesaurus construction as far as the three terms are concerned.

Originality/value
– The paper offers an alternative technique that can be used to investigate relationships among concepts. The value of the paper could include curriculum development of programmes dealing with ethical issues that arise when developing and using computers and related technologies.
Usability study of the mobile library App: an example from Chongqing University
Authors: Wei Qunyi , Chang Zhaoxin , Cheng Qin 
Published: September 2015

Purpose
– The purpose of this paper is to determine the usability of the mobile library App of Chongqing University and to provide recommendations for improving the experience of App users.

Design/methodology/approach
– Usability testing, which comprised pre-test questionnaires, accomplishing tasks, and post-test surveys, was conducted in this study. The effectiveness and efficiency of the App, as well as user satisfaction with it, were measured.

Findings
– The mobile App was proven effective but the efficiency of the App required improvement. With regard to user satisfaction, the factors “clarity” and “usefulness” received the lowest and highest scores, respectively. The descriptions of mobile services were unclear and confused users; nonetheless, the services provided by this App were appealing and useful to the users. Based on the measured user experience, this study proposed several recommendations for enhancing the usability of the App.

Originality/value
– An increasing number of domestic and foreign libraries have begun to use mobile Apps to provide new services to patrons. In the future, smartphones are likely to become crucial to the delivery of information services. Given the extensive use of the Super Star Mobile Library system adopted by Chongqing University Library in China, the usability of such a system must be investigated. Improving the usability of the mobile library App can help enhance user experience.
Collaborative information seeking environments benefiting from holistic ergonomics
Authors: Meyer Anika , Fourie Ina 
Published: September 2015

Purpose– The purpose of this paper is to explore the value of utilising a holistic ergonomic approach, covering engineering, cognitive and social perspectives, to cultivate beneficial and productive collaborative information seeking (CIS) systems and environments, specifically with regard to three main CIS pillars (control, communication and awareness).Design/methodology/approach– A qualitative research approach, based on a selective corpus of CIS literature, was utilised to perform a content analysis to note if terms and concepts normally associated with engineering, cognitive and social ergonomics can be used to eliminate terms reflecting issues related to three CIS pillars (control, communication and awareness) that can benefit from a holistic ergonomic approach.Findings– The content analysis revealed that a fairly extensive amount of holistic ergonomic terminology is prominent within the CIS literature, therefore establishing a connection between the two disciplines: CIS and ergonomics. This suggests that CIS system issues could benefit from the insights of a holistic ergonomic approach.Research limitations/implications– Since this is an exploratory study the scope of CIS literature utilised in the content analysis was limited to a selection considered most important by the authors; this should be supplemented by further research.Practical implications– Intended to instigate interest in further exploration of the beneficial and productive implications and practical application of holistic ergonomics in designing CIS systems and environments.Originality/value– This is the first research paper in the Library and Information Science literature that explores the potential of utilising holistic ergonomics to cultivate CIS systems and environments.