Service Encounters Research Articles

Pathways to care in first-episode psychosis in low-resource settings: Implications for policy and practice.

Developing countries such as India face a major mental health care gap. Delayed or inadequate care can have a profound impact on treatment outcomes. We compared pathways to care in first episode psychosis (FEP) between North and South India to inform solutions to bridge the treatment gap. Cross-sectional observation study of 'untreated' FEP patients (n=177) visiting a psychiatry department in two sites in India (AIIMS, New Delhi and SCARF, Chennai). We compared duration of untreated psychosis (DUP), first service encounters, illness attributions and socio-demographic factors between patients from North and South India. Correlates of DUP were explored using logistic regression analysis (DUP ≥ 6 months) and generalised linear models (DUP in weeks). Patients in North India had experienced longer DUP than patients in South India (β=17.68, p<0.05). The most common first encounter in North India was with a faith healer (45.7%), however, this contact was not significantly associated with longer DUP. Visiting a faith healer was the second most common first contact in South India (23.6%) and was significantly associated with longer DUP (Odds Ratio: 6.84; 95% Confidence Interval: 1.77, 26.49). Being in paid employment was significantly associated with shorter DUP across both sites. Implementing early intervention strategies in a diverse country like India requires careful attention to local population demographics; one size may not fit all. A collaborative relationship between faith healers and mental health professionals could help with educational initiatives and to provide more accessible care.

YouTube as a site for vocational learning: instructional video types for interactive service work in retail

ABSTRACT Online instructional videos have been presented as an efficient instructional method in workplace learning and vocational education and training (VET). Increasingly, public video-sharing sites like YouTube are used by firms, educators and learners to teach and learn about work practices, new work roles and skills. However, more knowledge is needed about what instructional videos exist and how they facilitate vocational learning. This article draws from online video research to explore vocational learning on YouTube for interactive service work. Focusing on connected service encounters in which transactions and customer service are intertwined through interaction with digital technologies, cashier work was used as the empirical case. With concepts from narrative and multimodal analysis, the theory of practice architectures was the framework for analysing 160 YouTube videos for cashier work. The article proposes a taxonomy of online instructional video types for VET and workplace learning comprising nine video types divided into two main categories: professional instructional videos and peer instructional videos (vlogs). It is found that transactions and customer service are instructed separately. Consequently, YouTube videos do not yet prepare learners for connected service encounters. Overall, the taxonomy can contribute to a more purposeful use of video in VET and workplace learning.

Finding help and hope in a peer-led reentry service hub near a detention centre: A process evaluation.

When people leave correctional institutions, they face myriad personal, social and structural barriers to reentry, including significant challenges with mental health, substance use, and homelessness. However, there are few reentry programs designed to support people's health, wellbeing, and social integration, and there are even fewer evaluations of such programs. The purpose of this article is to report the qualitative findings from an early process evaluation of the Reintegration Centre-a peer-led service hub designed to support men on the day they are released from custody. We conducted semi-structured qualitative interviews and examined quantitative service intake data with 21 men who accessed the Reintegration Centre immediately upon release. Participants encountered significant reentry challenges and barriers to service access and utilization. The data suggest that the peer-led service hub model enhanced the service encounter experience and efficiently and effectively addressed reentry needs through the provision of basic supports and individualized service referrals. Notably, the Reintegration Centre's proximity to the detention centre facilitated rapid access to essential services upon release, and the peer-support workers affirmed client autonomy and moral worth in the service encounter, fostering mutual respect and trust. Locating reentry programs near bail courts and detention centres may reduce barriers to service access. A peer-led service hub that provides immediate support for basic needs along with individualized service referrals is a promising approach to reentry programs that aim to support post-release health, wellbeing, and social integration. A social system that fosters cross-sectoral collaboration and continuity of care through innovative funding initiatives is vital to the effectiveness and sustainability of such reentry programs.

The effect of face on consumer responses to socially responsible hospitality brands: the role of consumption setting

PurposeThis study examines the effect of face on consumer responses to socially responsible hospitality brands and the influence of the consumption setting. Based on the literature on face concern, the consumption setting is expected to influence the effect of face on consumer responses to socially responsible brands.Design/methodology/approachAn experimental design with face concern (low vs high) under two consumption settings (private vs public) was adopted for a fictitious hotel involved in community service. To test this design, 360 participants were recruited.FindingsThe results showed that face positively affected consumer responses to socially responsible hospitality brands. Consumers with a high (vs low) level of face concern had higher purchase intention and a greater propensity to spread positive word-of-mouth for hospitality brands with strong corporate social responsibility (CSR) associations. In addition, the favorable effect of face concern on consumer responses was more pronounced in a public consumption setting than in a private consumption setting.Practical implicationsHospitality service managers could strengthen the physical evidence of CSR brands during service encounters. This strategy would be more effective for consumers who have a high level of face concern and lead to an increase in revisit intention.Originality/valueThis study highlights the effect of face on consumer responses to CSR brands and the influence of the consumption setting. Managerial implications for hospitality service managers regarding communication and brand management strategies are discussed.

A new look at language choice and accommodation in U.S. Spanish-English bilingual service encounters

Abstract The study of service encounters in bilingual communities offers opportunities to gain insight into the factors that influence language choice and accommodation in these interactions and the ways that language may be used to build community. Previous work on bilingual service encounters has found that age, gender, speech turn, and customer ethnicity may all contribute to service providers’ choice of one language over another. This study reexamines language choice and accommodation in Spanish-English service encounters by observing the language use of 96 service providers in 35 Latino-owned restaurants of the Washington metropolitan area. Using data from service encounters between bilingual service providers and Latino and white customers, we explore the extent to which the factors identified in previous studies are relevant in this region. Additionally, we explore whether the increasingly polarized political climate in the United States has impacted language use. We argue that while customer ethnicity is the main deciding factor to start an interaction, service providers always accommodate to customer language subsequently. This demonstrates the importance of both language as a community builder – even in the face of social pressures that sanction the use of Spanish in public spaces – and the power differential that exists between workers and customers in determining language use.

Research on customer satisfaction of pharmaceutical e-commerce logistics service under service encounter theory

As an important area for pharmaceutical e-commerce to maintain sustainable development, further improving the quality of pharmaceutical logistics service deserves our in-depth attention. However, a review of the previous literature reveals a lack of analysis of the quality of pharmaceutical e-commerce logistics services implemented at the user level. Therefore, this paper aims to investigate the impact situation of logistics service encounters on customer satisfaction in the context of pharmaceutical e-commerce. Using the S-O-R framework, we have constructed a structural equation model of “logistics service encounters - user perception - customer satisfaction” based on the pharmaceutical e-commerce context by combining service encounter theory with the LSQ model. A total of 610 valid questionnaires were collected and the PLS method was used to implement data statistics and hypotheses analysis. The results showed that all pathways were validated, except for the non-significant path coefficients between logistics function encounter and perceived risk. Furthermore, the degree of influence between health information encounter, interpersonal medical encounter, and internal perceptions depends on the e-health literacy capabilities of customers. This paper can help pharmaceutical e-commerce to understand the dynamics of the user-oriented logistics services market, clarify the key encounter dimensions between customers and e-commerce, and adjust their logistics service delivery management in time to maintain their sustainable position.

Service quality in health care: empathy as a double-edged sword in the physician–patient relationship

PurposeAs one of the five major dimensions of service quality, empathy has been and continues to be regarded as a requirement for a successful service encounter. This paper focuses on the highly customer-centric service industry of health care. The purpose of this paper is to shed light on the potential negative effects of empathy on both the physician and the patient.Design/methodology/approachBuilding on an in-depth review of literature and well-established service quality models, the authors propose a new model for understanding the complex role of physician empathy in the physician–patient encounter. The trait, emotional intelligence (EI), is presented as a moderator for physician empathy levels.FindingsThe Health Care Optimal Physician Empathy (HOPE) model enables further characterization and analysis of the tradeoffs between patient satisfaction and physician burnout and determining when empathy optimally works to the benefit of both the physician and the patient to maximize service quality. The HOPE model provides a systematic way to understand and determine the appropriate level of physician empathy that results in optimal outcomes for both physicians and their patients by demonstrating the tradeoffs between physician burnout and patient satisfaction.Originality/valueThe authors highlight the potential detrimental effects on physicians themselves, and, in turn, on service quality. The theoretical and practical implications in this paper provide insights into the development and implementation of empathy-focused interventions and best practices to optimize service quality in the physician–patient interaction. The HOPE model is the first of its kind in shedding light on the manifestation of physician empathy.

Consumer discrimination in service recovery situations

PurposeDiscrimination in the marketplace has recently received increasing attention in marketing discussions, especially related to service encounters. This research explores the effect of receiving lower (vs higher) financial compensation than someone perceived to be from an upper social class (vs lower) on consumer reactions after a service recovery situation.Design/methodology/approachTwo experimental studies with two different populations.FindingsIndividuals who receive less compensation than someone from a higher socioeconomic status tend to attribute differential treatment to discrimination. Both individuals who received less and who received higher compensation are willing to engage in negative word of mouth, however, only consumers who were discriminated against want to take revenge on the company.Originality/valuePrevious literature indicates that consumers' reactions after service problems are mediated by justice perceptions. This research offers a new perspective of social comparison in service recovery situations by considering the role of discrimination perceptions.

“Doing Explicit” in hospitality and tourism service encounters in English as a lingua franca

In many highly heterogenous hospitality and tourism (HT) settings around the world, English is used to mediate hospitality service encounters. However, little is known about how front-desk staff are able to effectively communicate with international guests of diverse linguacultural backgrounds to deliver quality service. This study investigates the use of communications strategies by Thai front-desk staff that is characterized by increased explicitness in their interactions in English as a lingua franca (ELF) with international tourists. The data comprise 15 h of authentic interactions recorded at three sites: a tour service counter, an airport information counter, and a hotel front office. Using conversation analytic procedures, the analysis reveals the staff's orientation to explicitness: they repeat key information multiple times to increase its prominence, use explication, circumlocution, and self-reformulation to clarify keywords and repair ongoing utterances to address potential ambiguity. In the absence of overt displays of non/misunderstanding, the staff's use of multiple explicitness strategies in these short, routine exchanges points to explicitness as a defining feature of ELF HT service encounters. The findings of this study have implications for ESP course development in HT where awareness raising and practice in the use of explicitness strategies should be incorporated.

Psychosocial safety climate and psychological capital for positive customer behavioral intentions in service organizations

PurposeThe purpose of this paper is to articulate a synergic-mediated model of positive service behaviors enabled by what could be called a “psychosocial resource caravan” for improved customer behavioral intentions to help service organizations especially during coronavirus disease 2019 (COVID-19) crisis.Design/methodology/approachThis paper adopts a multi-level approach and is based on positive organizational behavior and occupational health and safety literature. An empirical study of synergic-mediated model of positive service behaviors has been developed and tested using a quantitative approach.FindingsThis paper offers a theoretical framework proposing that a psychosocially safe work environment (psychosocial safety climate (PSC)) interacts with employees' positive psychological capital (PsyCap) to facilitate positive service behaviors that influence customers' behavioral intentions. As PsyCap and PSC have origin, respectively, in different organizational levels, those both can combine and create a context for positive service encounters. The proposed model has been operationalized and then the reliability and validity of the constructs have been examined. A series of CFAs has been conducted and the fitness of the prosed model was compared to other possible models. The model showed a better fitness compared to the other plausible models. All hypotheses of the model were also significant.Originality/valueThe proposed model integrates positive organizational behavior and occupational health and safety literature to consider the conditions for positive service behaviors. High levels of PsyCap among team members and a psychosocially safe working environment, i.e. PSC can impact customers through positive service behaviors. The articulation of the proposed model presented in this paper invites future empirical research on the synergic nature of psychosocial resources. The paper also suggests some key points to operationalize “psychosocial resource caravan.”

Changes in health service use due to alcohol during the COVID-19 pandemic among individuals with and individuals without pre-existing alcohol-related medical diagnoses.

To compare changes in outpatient and acute care visits due to alcohol during the COVID-19 pandemic between individuals with and those without a history of alcohol-related health service use (AHSU). We conducted a cross-sectional analysis of health administrative data in Ontario, Canada. The Ontario population was stratified into those with and those without 1+ health service encounter(s) due to alcohol in the past 2 years. We compared age- and sex-standardized rates of alcohol-related outpatient visits, emergency department (ED) visits, and hospitalizations during the first 15 months of the pandemic (March 2020-May 2021) to those during the same 15-month period prior to the pandemic (March 2018-May 2019). Of 13,450,750 eligible Ontarians on March 11, 2022, 129,434 (1.0%) had AHSU in the previous 2 years. Overall, rates of alcohol-related outpatient visits and hospitalizations increased, while rates of alcohol-related ED visits decreased during the pandemic. There was a similar relative increase in rates of alcohol-related outpatient visits and hospitalizations between those with and those without prior AHSU. However, the absolute increase in rates of alcohol-related outpatient visits and hospitalizations was higher among those with prior AHSU (outpatient rate difference (RD) per 10,000 population: 852.3, 95% confidence interval (CI): 792.7, 911.9; inpatient RD: 26.0, 95% CI: -2.3, 54.2) than among those without (outpatient RD: 6.5, 95% CI: 6.0, 6.9; inpatient RD: 0.4, 95% CI: 0.2, 0.7). Rates of alcohol-related outpatient and inpatient care increased during the COVID-19 pandemic, and high rate of recurrent harm among individuals with pre-pandemic AHSU was an important contributor to this trend.

Influence of CSR Activity, Service Quality and Brand Attitude to Customer’s Re-Visit Intention in Hotel Industry

Hotels are key component of tourism industry and tourism industry is strongly reliant on them. The tourism industry and the hotel sector are most closely related. Corporate social responsibility is a key strategic resource in the hospitality sector. This study intends to investigate probable causes of guests' favorable opinions of hotel.The suggested approach covers environmental CSR, charitable CSR, physical quality, employee behavior, customer satisfaction, brand attitude, and revisit intention. Using samples of domestic and international hotel guests who visited Bali, Indonesia, the model is put to the test. Testing of the model made in this study resulted in customers satisfaction and revisit intention positively influenced by CSR philanthropy. According to hypothesis testing, Environmental and Philanthropy CSR are more important to hotel guests' satisfaction and revisit intention than service quality and brand attitude.CSR is regarded as a valuable resource, especially in the service industry. Only a few research have looked at the combined effects of brand attitude and service quality, in contrast to earlier research that concentrated on CSR activities and service quality. Therefore, the goal of this study is to investigate the possible reasons for hotel customers' positive perceptions of the establishment. The suggested model considers CSR efforts, service encounters, customer happiness, brand attitude, and intention to return. Samples of Indonesian and foreign hotel clients are used to test the model. In tests of the proposed model, path coefficients from CSR activities (environmental and philanthropic), but not from physical quality, staff behavior, and brand attitude provide meaningful results. According to hypothesis testing, perceived environmental and philanthropy CSR support are more important to customer satisfaction and intent to return than physical quality, employee behavior, and brand attitude. From these findings, it shows that hotels need to make better CSR strategies, especially in CSR philanthropy. CSR can be a good marketing tool to "attract customers" to the hotel industry. The findings have crucial significance for researchers studying the impact of CSR initiatives on customer behavior to effectively manage customers' pleasant experiences with amenities and workers, as well as hotel brand sentiment. This research also has an impact on the hotel industry in deciding a better CSR strategy considering its positive effect on customer satisfaction and customer revisit intention. CSR is a topic that is frequently brought up by the hospitality sector, particularly hotels. By highlighting the essential elements of hotel patron behavior, current CSR literature supported by this study

Avatar-mediated service encounters: impacts and research agenda

ABSTRACT Technology has been expanding the service encounter concept. Avatars, including virtual and robotic avatars, have been gaining popularity as an emerging technology to generate more human-like and even enhanced remote interactions in technology-mediated service encounters. However, service researchers have paid lesser attention to human-controlled avatar technologies compared to service robots as autonomous avatars. In response to the emerging business and research interests, the technology-mediated service encounter model needs to be updated by integrating avatar technologies. To address this gap, this study develops a conceptual framework of avatar-mediated service encounters. This concept amalgamates features of traditional technology-mediated service encounters and service robots from the aspects of service flexibility and interaction modality. The applications of avatar technologies are categorized based on two axes – user type and avatar embodiment type – and the impacts and research agenda are outlined for each category. The proposed framework contributes to improving remote service experiences and realizing resilient service workplaces.

Qualitative description of outreach and engagement in perinatal substance treatment in Finland

BackgroundWomen with perinatal substance problems experience a multitude of barriers to care. They have specific early intervention needs, they endure societal stigma, and both substances and mental health issues influence the way they navigate within support and treatment systems. Early interventions for women with perinatal substance problems are underresearched contexts. The aim of the study is to describe building relationships and engagement within an outreach and low threshold service encounter tailored for pregnant women with SUD (substance use disorder).MethodsThe data consist of online written narratives from 11 workers involved in the program and feedback from 504 families in the recovery process comprising 228 open-ended answers. The data were analyzed with a thematic analysis.ResultsThe programs are characterized by flexibility and the implementation of inclusive ways to approach families. The themes for enhancing relationships and engagement within outreach and low threshold programs are Acceptance and attitude: a sensitive approach of approval; flexibility within strictness to allow for diversity and individuality; availability and space to ensure a trustful atmosphere; negotiating via doing to build connections; and everyday life changes: imagining recovery. The themes represent the need of being available, focusing on the worker’s attitudes and building connections by doing together, and visioning recovery together.ConclusionsThe study results can add to the understanding of SUD outreach and low threshold work during pregnancy. The elements described in this study need further theoretical development, research and critical assessment. Building relationships during pregnancy were characterized by connecting within everyday life situations and supporting the development of an attachment relationship between the baby and the parents. To promote recovery, a comprehensive approach in which substance-related issues and mental health conditions are interconnected can be favored. Engaging early on during pregnancy might enhance success during future rehabilitation.

Nǐ kànzhe bàn ba: negotiating complaint solutions in e-shopping service encounters

Abstract In Mandarin Chinese, the expression nǐ kànzhe bàn ba can be employed in either ‘you-decide use’ (you assess and decide by yourself), whereby the speaker disclaims his/her deontic authority to the recipient in decision-making, or ‘I-claim use’ (you have to assess and decide cautiously), whereby he/she claims a higher degree of deontic authority than the recipient when determining a proposed action. Focusing on the ‘I-claim use’ of nǐ kànzhe bàn ba, this study examines how this expression is manipulated by customers to negotiate solutions for their complaints with customer service representatives in Chinese e-shopping platforms. Utilising naturally occurring data from Taobao service encounters spanning about one year, this study employs a discursive approach and finds that this expression fulfills one of a number of pragmatic functions: (1) when there is no mutual agreement on the complaint proposals, the customers deploy it to upgrade their deontic authority to orient to their own unilateral solution and refrain from further negotiations; (2) when expressing a negative evaluation, the customers use it to pre-empt potential complainables that reflect their strong deontic authority; or (3) following non-substantive rectification on the part of the agent, the customers use it to express diluted deontic authority in order to display disaffiliation and solicit more substantive proposals. By analyzing the use of this expression in e-shopping service encounters, our study contributes to understanding how deontic authority is exercised in negotiating solutions to complaints.

How Consumers Respond to Embarrassing Service Encounters: A Dehumanization Perspective

The current research advances understanding of how consumers respond to embarrassing service encounters. Across a combination of field and online studies, the authors provide evidence that (1) consumers prefer self-service to human services when purchasing embarrassing products or services; (2) when self-service is not available, consumers respond more positively to a mechanistic service provider than to a personable service provider; and (3) if consumers must engage in embarrassing social interactions, they dehumanize service providers, perceiving them as more mechanistic and less capable of emotional reactions than when engaging in nonembarrassing service interactions. The authors also examine consumers’ familiarity with the service provider as a boundary condition for the effect. Collectively, the results provide converging evidence for the proposed framework and have substantive implications for service management.

Enhancing Value Co-creation Behaviors Through Customer Engagement In The Moroccan Hotel Context: How Does It Influence Customer Satisfaction And Brand Image?

ABSTRACT This paper attempts to analyze the effects of customer-employee interaction and digital attributes of engagement on customer value co-creation behaviors (CVCB), which in turn affect their satisfaction and the brand image of luxury hotels in Morocco. The research data was received through an online questionnaire from 583 tourists and analyzed by IBM SPSS Statistics 23.0 and Smart PLS 3.3. The findings strongly support that customer-employee interaction and digital attributes of engagement are positively and significantly related to CVCB, which consequently determine their satisfaction and thus reflect a positive hotel image. Furthermore, the bootstrapping procedure shows that CVCB significantly mediate the relationship between engagement platforms and brand image, and customer satisfaction. This research adds to the current literature on cocreation and tourism marketing and provides managers who design service encounters with insights to properly manage cocreation activities and improve customer perceived use-value.

Perceived injustice and brand love: the effectiveness of sympathetic vs empathetic responses to address consumer complaints of unjust specific service encounters

PurposeNegative online consumer reviews represent different forms of injustice. The effect of different types of injustice experienced in a service encounter on a brand is unknown. This study aims to investigate the effect and cause of different forms of injustice on brand love. It also explores which type of responses are more effective to mitigate their damaging effect.Design/methodology/approachOne text mining, using SAS enterprise miner, and three experimental studies were conducted. ANOVA and mediation and moderation analyses were conducted to test the hypotheses.FindingsNegative reviews specific to procedural injustice are more damaging than reviews specific to distributive or interactional injustice experienced in a service encounter. The underlying reason behind this differential effect is that perceived procedural injustice influences consumers more to punish the brand, resulting in a greater negative effect on brand love. To counter the damage, a sympathetic, rather than empathetic, brand response is more effective.Originality/valueThis study contributes to justice theory and brand love literature by providing evidence that procedural injustice triggers the highest level of willingness to punish and thus the lowest level of brand love. Consequently, willingness to punish, rather than emotion, is found to be the underlying reason behind procedural injustice having the strongest negative effect on brand love.

Observing customer stress and engagement: An intercultural perspective

AbstractSince observing customers outnumber focal customers in most service interactions, service managers aim to engage them despite triggers, such as service incivility. This research contributes to the understanding of the role of stress in observing customers' engagement (CE). It answers two RQs: (1) What is the relationship between their stress and engagement?; (2) What are the triggers of stress? Since ethnically different people pay different levels of attention to contextual and social factors, two sequential scenario‐based experiments are adopted to study two triggers of stress (i.e., availability of information about an incivility incident, and ethnic similarity between the observing customer and the mistreated employee), which impacts CE in an intercultural service encounter. Study 1 compares being exposed to full versus partial information and demonstrates that full information about the incivility incident increases observers' psychological stress, which reduces their behavioral and emotional engagement. Study 2 compares how white and black observers react to ethnic similarity between the observing customer and the mistreated employee. Results show that incivility triggers outward psychological stress in white and black observers. In turn, black observers' outward stress reduces their behavioral engagement, while white observers' behavioral engagement is reduced by both their inward and outward stress.

How can customers cope with cognitive demands of professional services? The role of employee coping support

AbstractEven though researchers are increasingly acknowledging the dark side of customer participation (i.e., behavioral customer engagement), particularly in professional services with high cognitive demands that cause customer participation stress (i.e., negative psychological state resulting from the customer's overextension by required customer participation efforts), insights on how firms can effectively mitigate customer participation stress remains limited. Building on transactional stress theory, we investigate whether customers can effectively cope with the expected cognitive demands of professional services. Moreover, by introducing an adapted coping construct (i.e., coping support), we examine whether employees can provide coping support to help decrease customer participation stress. The findings of a time‐lagged field study with customers of a large German bank (N = 117) suggest that customer coping before the encounter cannot mitigate the effect of anticipated cognitive demands on customer participation stress. Instead, the results of both the field study and a follow‐up experimental study (N = 218) show that a certain set of employee coping support during service encounters is crucial. While focusing on action coping support is not ideal in situations with high cognitive demands, firms should advise their professional service employees to offer emotional coping support to attenuate the unfavorable effect of cognitive demands on customer participation stress.