Service Industry Research Articles

Has digital infrastructure accelerated enterprises' specialization? Evidence from China

PurposeThis paper intends to explore the impact and mechanism of digital infrastructure development on enterprises vertical specialization. The following questions are discussed: (1) What is the impact of digital infrastructure on enterprise vertical specialization? (2) If the digital infrastructure serves to raise the level of vertical specialization of enterprises, does the impact differ depending on the level of city, industry and enterprise?Design/methodology/approachThe research employs the “Broadband China” strategy as a quasi-natural experiment for digital infrastructure development, with a multi-period difference-in-difference model constructed to test the research hypothesis. The study examined data from Chinese A-share enterprises listed between 2007 and 2019.FindingsThe study’s findings indicate that the construction of digital infrastructure significantly increases firms' vertical specialization. According to the mechanism analysis, digital infrastructure can increase vertical specialization by lowering market transaction costs. This study employs group regressions in terms of cities, industries and companies to gain a better understanding of the heterogeneity of this effect. The results indicate that digital infrastructure contributes more significantly to higher levels of vertical specialization among enterprises in areas with higher levels of innovation and entrepreneurship as well as in eastern and central cities, service industries, and mature firms.Research limitations/implicationsThere are two shortcomings to this study that warrant investigating further. The first limitation is the mechanism. This study simply looked at the mechanism between variables in terms of transaction costs, using existing theories. As the level of technology continues to improve, the process of digital infrastructure’s impact on vertical specialization requires greater investigation. Another weakness of this study is its country-specific focus. The effect of digital infrastructure on vertical specialization differs by country, reflecting disparities in economic growth. Further discussion of cross-national comparative studies is required.Originality/valueThe study’s marginal contributions are largely represented in the two aspects listed below: (1) This paper includes a comprehensive theoretical study of the influence of digital infrastructure development on vertical specialization, focusing on transaction costs. This provides a theoretical foundation for the empirical study presented in this paper; (2) this study fills the gap in earlier research in this field, and the findings broaden research findings in areas such as digital infrastructure development and vertical specialization.

Analyzing the Effects of Platform Reliability, Response Time, Safety Features, and User Experiences, on Customer Loyalty in Industrial Online Transportation Service in Indonesia

This study investigates the effects of platform reliability, response time, safety features, and user experience on customer loyalty within the industrial online transportation services in Indonesia. Utilizing a quantitative approach, data were collected from a sample of users through structured questionnaires. The results revealed significant positive relationships between all examined factors and customer loyalty, with safety features and user experience being the most influential. The findings emphasize the importance of reliable platforms, timely service, robust safety measures, and positive user experiences in enhancing customer retention. These insights provide practical implications for companies in the online transportation sector to develop strategies that foster customer loyalty and maintain a competitive advantage.

Enhancing Digital Financial Advisory Skills through Video-based Presentation Assessments

In this study, we investigate whether video-based Statement of Advice (SOA) assessments can help students effectively develop the advisory knowledge and skills required by the financial services industry. Eleven students enrolled in an undergraduate financial planning unit participated in this pilot study. Five students completed a written SOA assessment, while six students completed a video-based SOA assessment. The initial results show that the video SOA group outperformed the written SOA group in conceptual knowledge, communication skills, and presentation skills. However, these differences were not statistically significant. While video-based SOA assessments appear to be a promising approach for developing students' digital financial advisory skills, the small sample size in this pilot study limits our ability to draw statistically robust conclusions. Future research with larger sample sizes is needed to validate these findings and explore students' perceptions of and attitudes toward the use of video-based assessments in delivering financial advice.

Mobile App Usability, Data Privacy, Brand Loyalty, and Customer Retention in Indonesia's Online Transportation Services Industry

This study investigates the relationship between mobile app usability, data privacy, brand loyalty, and customer retention in Indonesia's online transportation services industry. Using partial least squares structural equation modeling (PLS-SEM) to analyze data from a sample of users, the results show that both mobile app usability and data privacy significantly affect brand loyalty, which, in turn, strongly predicts customer retention. Additionally, usability and privacy have direct effects on retention. The mediation analysis highlights the role of brand loyalty in amplifying the impact of usability and privacy on retention. These findings offer practical insights for online transportation service providers seeking to improve customer experiences, loyalty, and retention.

Impact of Service Quality, Pricing Strategies, User Trust, and Technological Innovation in Indonesia's Online Transportation Services Industry

This study investigates the impact of service quality, pricing strategies, user trust, and technological innovation on customer satisfaction in Indonesia's online transportation services industry. Using a sample of 400 respondents, the research employs regression analysis to identify the relationships between these variables. The findings reveal that service quality is the most significant predictor of customer satisfaction, followed by user trust, pricing strategies, and technological innovation. The results highlight the interrelated nature of these factors, suggesting that improvements in one area can positively influence the others. The study underscores the importance of maintaining high service standards, establishing user trust, implementing effective pricing strategies, and leveraging technological advancements to enhance customer satisfaction. These insights provide valuable implications for practitioners aiming to optimize user experiences and foster loyalty in a competitive market.

Does cybercrime affect brand loyalty to deposit money banks in Nigeria

The financial service industry, especially banking, has benefited greatly from the introduction of information technology. The technology has allowed them to offer a wide range of electronic banking services that have expanded scope of participants. This, however, has exposed the banks to cybercrime risk, posing serious threat to their survival. The study aimed to determine how the brand loyalty of the banks’ customers is affected by cybercrime associated to the use of e-banking platforms. The study used self-structured and administered questionnaires to gather primary data from 200 clients from (10) deposit money banks (DMBs) and examine the effects of cybercrime on customers brand loyalty. A regression analysis was performed to investigate the relationship between customer brand loyalty and the considered cybercrime activities. The finding identifies a strong inverse association between brand loyalty and financial losses brought on by cybercrime. Also, the evidence shows that card theft significantly reduces brand loyalty. The study further discovers that recurring security vulnerabilities significantly reduce brand loyalty and lastly, the paper demonstrates that the most notable adverse effect on brand loyalty was caused by identity theft. The study's conclusions demonstrate a strong and unfavourable correlation between consumer brand loyalty and cybercrime. The article offers comprehensive recommendations, including policies, strategies, and interventions that show how cybercrime can be combated to reduce the risk of thefts in the banking sector.

Construction logistics status and actors’ opinions – an industry wide survey in Sweden

PurposeThe purpose of this paper is to investigate whether construction logistics services are still carried out mostly in an ad hoc manner, or has advanced to a more standardized, strategically implemented practice and to explore different actors’ attitudes towards construction logistics.Design/methodology/approachUnlike previous studies of construction logistics, relying on single or multiple case studies, a survey was designed to deliver a generalizable snapshot of contemporary industry practices and the status of construction logistics. A total of 902 responses from the Swedish construction industry were collected with the help of the industry wide questionnaire.FindingsThe results show that construction logistics setups (CLSs) are only used by 14% of the responding organizations, which confirms that construction logistics services are still mostly carried out in an ad hoc manner. This may change considering that respondents with more experience in the industry claim an increased demand for CLSs. The ad hoc approach is less common among contractors than other types of organizations and large organizations. Furthermore, there is a more positive attitude towards the benefits of construction logistics among the respondents from organizations having a standard CLS.Originality/valueThis is the first industry wide survey presenting the status of implementation level of standardized logistics services in the construction industry and the attitudes among industry actors towards logistics.

Willingness to pay for sustainability – the interplay between voluntary actions and forced choices

ABSTRACT We shed light on sustainability issues in the services industry by examining the interplay between voluntary actions and forced choices using choice-based data from the alpine skiing industry. We find that utility is significantly affected by both CO2 compensation and the mandatory use of public transportation. Utility estimates are used to calculate marginal willingness to pay for the two sustainability alternatives. CO2 compensation induces a higher willingness to pay for the service, but compulsory use of public transportation as part of the service package induces significantly lower willingness to pay. We also find that estimated utility varies across both age and time dimensions. Our findings can be used by businesses from a range of industries that are considering the introduction of “green” actions.

From Function to Relation: Exploring the Dual Influences of Warmth and Competence on Generative Artificial Intelligence Services in the Hospitality Industry

Generative artificial intelligence (GenAI) has emerged as a transformative force in the rapidly-evolving hospitality industry. This study examined the correlation of acceptance of GenAI services with perceived warmth and competence, and the consequent correlations with customer outcomes in the hospitality industry. Employing a Hospitality Service Dialogue System prototype, this study collected responses from 1,306 hotel guests. Perceptions of warmth and competence correlated with increased customer intention to use GenAI services and satisfaction. Satisfaction correlated significantly with customer–brand identification and attachment. The Technology Readiness Index moderated the relationships of warmth and competence with the acceptance of GenAI services. This investigation extends the stereotype content model and the behaviors from intergroup affect and stereotypes map framework by integrating them with the technology acceptance literature, unveiling service innovations enabled by technology in the hospitality industry. This study provides hotel managers, technology developers, and marketers with strategic directions for implementing GenAI.

Research on the Impact of Digital Transformation on the Sustainable Development Capability of the Information Service Industry

Digital transformation is a trend in the information service industry that is gaining traction. Enterprises can benefit from the development of innovative business models as well as improved service quality and efficiency, thereby promoting sustainable development of the information services industry. A rapid advancement in technology has led to the introduction of new digital technologies such as cloud computing, big data, artificial intelligence, etc. Several fields of the information service industry are slowly becoming impacted by these technologies, creating new opportunities and challenges for its sustainable growth. Information services can be optimized through digital transformation and work efficiency can be improved. Digital technologies facilitate the transmission of information and facilitate the processing of information, which helps enterprises respond to market changes quickly and enhance their competitiveness. Furthermore, businesses can use digital technology to better understand and meet the needs of their customers. Using big data, companies can gain a deeper understanding of customer behavior and preferences, enabling them to adjust their service strategies accordingly. Despite the benefits of the digital transformation, it has brought some problems and challenges, such as privacy and security concerns, as well as an increased demand for employees with specialized skills. As a result, enterprises should pay attention to solutions to these issues during the digital transformation process, such as strengthening data security measures, providing employee training and skill upgrades.

Union Makes Us Strong: Space, Technology, and On-Demand Ridesourcing Digital Labour Platforms

The entry of on-demand ridesourcing digital labour platforms (OR-DLPs) in Kolkata, India, restructured the local taxi-cab service industry's economic geography and spatial practices. Notably, they eroded the significance of the spatial fixity of taxi stands operated by traditional trade unions, enmeshed in local society's partisan political dynamics. Therefore, OR-DLPs triggered a reconfiguration of the socio-spatial and political practices around the taxi-cab industry in the city. Globally, traditional trade unions have struggled to organise workers in informal work arrangements and DLPs. However, in Kolkata, the Kolkata Ola-Uber App-Cab Operator and Drivers Union has proved to be successful. They established hybrid and networked unionism through technological affordances, placing worker-organisers rather than external organisers at the centre of their organisational structure. Furthermore, they undertook tech-mediated resistance against the OR-DLPs, local bureaucracy (e.g. the police) and the state. We explore this context to examine the impact of OR-DLPs on labour geography, worker-organising and resistance practices, along with the revitalisation strategies of traditional trade unions in response. From a non-Western context, we expand the frame for CSCW and HCI scholars' ongoing efforts to design worker-centric technologies for resistance.

Sustainable practices: organisational citizenship behaviour and psychological contract fulfilment

PurposeSustainable practices are the modern-day necessities for organisations as the world is becoming highly dynamic. The purpose of this study is to examine the influence of sustainable training and creativity practices (STP and SCP) on organisational citizenship behaviour (OCB-individual and OCB-organisation) via the mediating role of psychological contract fulfilment (PCF).Design/methodology/approachA sample of 326 white-collar Indian service industry employees was collected. The data are analysed using structural equation modelling and random forest regression supervised learning (RFRSL).FindingsThe findings indicate that sustainable training practices (STP) had an indirect impact on organisational citizenship behaviour (OCB-I, OCB-O) via the mediating effect of transactional (T-PCF) and relational psychological contract fulfilment (R-PCF). In terms of sustainable creative practices (SCP), the impact on OCB-I was indirect due to T-PCF. In addition, R-PCF acts as a mediator between SCP and OCB-O. In the latter portion of the analysis, the RFRSL approach created a prediction model for T-PCF, R-PCF, OCB-I and OCB-O, with demographic characteristics such as industry experience, gender, age, etc. playing a constructive role.Originality/valueThe study conducts a combination of both traditional and newer technology (machine learning), resulting in highlighting the uniqueness of the relationship between variables and the role of demographic variables.

AI-Driven Service Transformation : Revolutionizing Operational Excellence

Service industries are undergoing rapid transformation through the integration of artificial intelligence (AI) and automation. This article presents an AI-powered service delivery model that autonomously optimizes operations, improves customer satisfaction, and drives business growth. The article leverages AI algorithms to automate incident management, predict operational disruptions, and enhance customer experiences. Real-world implementations within retail, healthcare, and technology sectors demonstrate significant improvements in service efficiency, with operational costs reduced by 30% and customer satisfaction scores increasing by 30%. This article proposes AI-driven service enhancements as a game-changer in the delivery of complex, scalable, and reliable services.

Mitigating carbon emissions in the taxi service industry: a comprehensive Life Cycle Assessment of batteries for electric taxis and identification of a greener vehicle fleet

Mitigating carbon emissions in the taxi service industry: a comprehensive Life Cycle Assessment of batteries for electric taxis and identification of a greener vehicle fleet

Workplace mortality risk and social determinants among migrant workers: a systematic review and meta-analysis.

Migrant workers, a population of 170 million, often work in dangerous or unhealthy working environments and are likely to suffer workplace injuries and labour abuses. However, the risk of mortality in migrant workers compared with local workers is unknown. We aim to synthesise global evidence on migrant worker mortality risk and identify social determinants to inform health and safety protections for migrant workers. We conducted a systematic review and meta-analysis of peer-reviewed literature to examine mortality outcomes among migrant workers and associated risk factors. We searched MEDLINE, Embase, PsycINFO, and Ovid Global Health for studies published between Jan 1, 2000, and Jan 17, 2023, reporting quantitative primary research in English. A broad definition of migrant worker was used, including any worker who is foreign-born (ie, international first-generation migrant workers), either in paid employment or self-employment. Internal migrants, second-generation migrants, and foreign health-care workers were excluded. The primary outcome was any reported mortality, including all-cause mortality, cause-specific mortality, suicide, homicide, and fatal occupational injury. We used meta-analysis to compare outcomes between migrant worker and local worker populations, and a random-effects model to calculate pooled estimates. We used narrative synthesis to develop a data-driven conceptual framework capturing the intersectional social determinants of mortality in migrant workers. The study protocol is registered on PROSPERO, CRD42023372893. Of 11 495 identified records, 44 were included in the systematic review, of which 11 studies were pooled in meta-analyses. Data were from 16 countries, most of which were high-income countries, and included 44 338 migrant worker deaths, including migrants from the agriculture, construction, mining, and service industries. Compared with local workers, migrant workers had a higher risk of fatal occupational injury (pooled relative risk 1·71, 95% CI 1·22-2·38; eight studies; I2=99·4%), and a lower risk of all-cause mortality (0·94, 0·88-0·99; three studies, I2=90·7%). Migrant workers were more likely to die from external causes of death (such as falls or assaults) than internal causes of death (such as respiratory or digestive diseases) compared with local workers, with migrant workers also more likely to die from work-related homicides, especially in the retail and sex industries, with some evidence of higher suicide rates among female migrant workers compared with female local workers. Influential social determinants for poor fatality outcomes include migration-related factors (such as lower language proficiency, undocumented status, and long duration of stay) and labour-related factors (such as precarious employment, labour migration policies, and economic deregulation policies). Migrant workers have a higher risk of workplace fatal injury despite being generally healthier than local workers, which could be explained by structural determinants such as precarious employment and inadequate safety protection. This health inequity must be urgently addressed through future interventions that account for migration-related and labour-related social determinants of health at the structural level, such as extending labour protection laws to migrant workers, and improving occupational health and safety and workplace conditions for this vital and growing workforce. UK Medical Research Council and National Institute for Health and Care Research.

What I Like! The Joint Impact of Attitude, Perceived Quality, and Experience on Brand Loyalty: Semi-Parametric Additive Mixed Modeling

Abstract Several psychological brand performance indicators that predict a brand’s intermediate market share have been identified. So far, rating studies have exclusively investigated brand effects in terms of linear relationships, and their specific and possibly nonlinear interactions have yet to be examined in comparison. Hence, we investigated the relative importance of three well-established psychological performance indicators, attitude toward the brand, perceived quality, and brand experience, in predicting brand loyalty. A sample of 1,077 participants completed an online survey and rated subsets of 105 international brands from various product and service industries. Relations between attitude, perceived quality, and experience in predicting loyalty toward a brand were analyzed using semi-parametric additive mixed regression models. We replicated that all three predictors significantly impacted brand loyalty and revealed a pronounced nonlinear relationship between attitude and loyalty. The inclusion of nonlinear interactions between predictors improved model fit. In particular, the nonlinear interaction between perceived quality and attitude substantially impacted brand loyalty. In addition, these effects differ by type of industry, specifically fast-moving consumer goods, automotive, fashion, electronics, and finance/insurance. These findings draw attention to nonlinear patterns between specific psychological features of brands. Future research should address nonlinear effects and the specific interactions of other essential predictors of brand equity.

A Comprehensive Study on the Effects of Microfinance Institutions’ Activities on Economic Growth of India

India has supported social banking for a long time. Policy directions to rapidly expand rural branches, mandate credit allocations for priority sectors (including agriculture), deliver large subsidy oriented credit programmes to serve marginal communities and poor households and control interest rates have been tried for over 35 years. For these purposes, microfinance industry is set to reach new heights. With superlative growth numbers in a period of economic downturn, the sector has come to attention of a wider range of investors. The rapid growth of the microfinance sector in the last few years has completely changed its complexion and nature. The growth has transformed microfinance: from being a sub-set of the development sector it has become a sub-set of the financial services industry. In the last two years competition amongst microfinance institutions (MFIs) as well as with the Self Help Group (SHG) movement has emerged India. This paper discusses the role of microfinance industry in country‟s economic growth in terms of its GDP. It also discusses the changed scenario in the competitive environment and the issues in microfinance institutions. Karl Pearson‟s coefficient of correlation is used to determine the role of microfinance in country‟s growth, which state a very high correlation between these two.

Elevating Customer Satisfaction: The Crucial Role of Electronic Service Quality in Today’s Digital Landscape

With digital platforms having proved to be a hub for service delivery, the drivers of customer satisfaction have become very important in ensuring improvement in service quality and retaining customers. This paper investigates the dimensions of electronic service quality that influence customer satisfaction in Jordan’s logistics and delivery service. The approach is quantitative, and data was collected through structured questionnaires from 436 logistics and delivery service users. The key measurement dimensions in the study will be reliability, ease of use, efficiency, privacy, and responsiveness. Research results show that reliability is the main influencer in affecting customer satisfaction; responsiveness and ease of use are closely followed. Efficiency and privacy too show positive influences, though relatively low. That will mean that logistics and delivery service industries that offer reliable and responsive services will result in customer satisfaction. These e-service factors indicate greater room for improvement, which service providers are encouraged to focus on to nurture better customer loyalty. The following sections provide valuable insights for industry leaders and policymakers who aim to enhance the overall customer experience in Jordan’s blossoming digital service landscape.

Research on How the Digital Economy Contributes to Achieving A High-Level and Balanced Development of the Elderly Care Service Industry

Abstract China’s aging population has gained significant attention. Population aging implies that the demand for elderly care services will be on the rise. However, China’s aging exhibits a notable characteristic of getting old prior to achieving affluence, which directly constrains the enhancement of the level of elderly care services. The Communist Party of China and the government attach considerable importance to the issue of population aging and pensions. The Third Plenary Session of the 20th CPC Central Committee adopted the Decision of the CPC Central Committee on Further Comprehensively Deepening Reform and Promoting Chinese-Style Modernization, emphasizing that “we should actively respond to population aging and improve the development of elderly care and elderly care industry policy mechanisms.” Regarding the supply of pension services, due to the professional and long-term nature of pension services, the supply cost remains high. The contradiction between the low level of demand and the high cost of supply might lead to the “low-level equilibrium trap” of the elderly service industry. The digital economy has achieved remarkable effects in promoting the elderly care service industry. It has played a vital role in optimizing the allocation of elderly care resources, reducing the cost of elderly care services, and creating a superior elderly care ecosystem. In this context, it holds considerable academic value and practical significance to study the impact of the digital economy on the development of pension service industry, to analyze the digital divide and bridge the path for the development of the pension service industry, and to explore the countermeasures and ideas of the digital economy to facilitate the high-level, balanced, and high-quality development of the pension service industry.

Individual learning ambidexterity behavior and individual job performance in services: the role of organizational structure

AbstractThis study analyzed the impact of individual learning ambidexterity on individual job performance and tested the moderating effects of the organizational structure, represented in this research by formalization, decentralization, and structural differentiation. Despite the importance of individual learning ambidexterity, there is a limited understanding of how employees’ explorative and exploitative learning behaviors affect their individual job performance. The study expands the research by confirming the relevance of individual learning ambidexterity for individual performance for non-managerial employees; an understudied research setting for individual ambidexterity. We demonstrate that individual learning ambidexterity is positively correlated with individual job performance. We also provide evidence that formalization, decentralization, and structural differentiation moderate the effects of individual learning ambidexterity on individual job performance. The empirical context for the research was non-managerial employees from the Romanian IT services industry. Prior research has shown that ambidexterity is important in the IT industry, making it an adequate setting to analyze the effects of individual learning ambidexterity on individual job performance. By using polynomial regressions on a sample consisting of 342 employees, we were able to analyze four research hypotheses. This study demonstrates the moderating mechanism of organizational setting in the improvement of individual job performance in relation to individual learning ambidexterity. Taken as a whole, our findings provide new insights into how and under which organizational conditions the individual-level explorative and exploitative learning behaviors affect individual job performance.