Service Industry Research Articles

An Empirical Examination of the Relationship Between Emotion Regulation and Emotional Labor

The expression of contextually appropriate emotions in the workplace is critical to fostering effective interpersonal interactions. What constitutes an appropriate emotional expression is determined by the display rules an employee perceives. Within the emotional labor framework, the management of emotional expression at work (i.e., ensuring alignment with display rules) occurs through the engagement in two primary strategies by employees. These are known as surface acting and deep acting. Despite theoretical efforts to synthesize these strategies with the broader emotion regulation framework and its strategies of expressive suppression and cognitive reappraisal, no empirical examination of their relationship exists. The present study aimed to investigate this empirical relationship to provide clarity on the extent to which these constructs (i.e., strategies) are unique across frameworks. A second aim was to assess whether method bias could explain any overlap between these constructs. A total of 800 participants (Mage = 22.4 years, 78.8% female) who worked across a range of service industries completed measures of emotion regulation and emotional labor under two conditions designed to manipulate the presence of method bias (i.e., varying the order of item administration). Participants also completed the DASS-21, a measure of affective symptom severity. Using multigroup analysis, the results indicated that analogous latent constructs (cognitive reappraisal and deep acting; expressive suppression and surface acting) yielded significant, small-to-moderate correlations, and that correlation coefficients were invariant regardless of how items were administered. The pattern of correlations with affective symptoms also differed across constructs. Together, the limited correlations between the analogous strategies, and the differential associations with affective symptoms, suggest a relative independence between these constructs. Findings carry theoretical and practical implications across research and clinical settings.

Pre- and Post-COVID-19 Impact on the Tourism Industry in Kashmir and Ladakh

Generally, Tourism includes all kinds of different activities which are associated with tourism industries like hotels and restaurants, tourist guides, transporters, shopkeeper etc on same way, it also include large number of small tourism related activities in different States and UTs because of their geographical areas like Ladakh and Kashmir region their mostly tourism activities are Houseboat, Shakara Safari, Gondola safari, horse riding, Trekking in mountain, Camel Safari, Jeep Safari etc. this type of tourism activities are mostly found in Ladakh and Kashmir region. Because of Barren Land and low agriculture productivity in these regions, mostly Ladakh 90% and Kashmir 60% depends on tourism industry. Tourism generates jobs income, employments; promote long-term growth, benefiting local economies in both the regions. Tourism is huge business in Ladakh and Kashmir regions. Tourism, the country's largest service industry, boosts the state's GDP, foreign exchange, employment, and tax revenue. The Ladakh and Kashmir regions are a popular tourist destination due to its successful development. Suddenly, the Covid-19 outbreak hit Ladakh and Kashmir regions just as tourist season was starting, dampening spirits. Travel and tourism have spread a novel corona virus that is highly infectious. This paper also discusses about the lockdown and has affected the tourism activities in these regions. The serious damaging effects of covid-19 are in 2020, resulting in reduced visitor numbers and travel restrictions, private employments, workers, etc in both the regions of Ladakh and Kashmir. Poorer people (tourist stakeholders) were also severely harmed; the findings show the covid-19 pandemic early effects on tourism and cost.

Exploring intrinsic factors that affect quality job and turnover intention in the Chinese educational services industry

Organizations must attain a sustainable competitive advantage via the workforce. Active employee engagement can foster motivation and provide intrinsic job satisfaction. This study aims to analyze the impact of prospective intrinsic factors on the turnover intention of academic staff in the educational service industry in Anhui, China. A quantitative study method was devised using the Daniel Pink’s theory with a survey questionnaire consisting of 51 items. The study used a 5-point Likert scale. Nonprobability sampling with the snowball method was exercised for 403 fully completed responses for data analysis using the SPSS program version 23. The Pearson correlation analysis revealed a significant and robust inverse relationship between employee turnover intention and all of the independent variables examined (r² = 55.06 for managerial behavior empowerment, r² = 54.76 for psychological empowerment, r² = 54.46 for career growth opportunity, r² = 63.84 for organizational commitment, and r² = 27.46 for compensation). The multiple regression analysis was subsequently implemented. The model evaluation yields an adjusted R² value of 0.685, signifying that the independent variables collectively account for approximately 69% of the variance in the dependent variable, except for compensation, which exhibits a significant positive correlation with turnover intention. However, it is impossible to disregard the impact of compensation as the silence factor. Appropriate delivery of this baseline reward is necessary to ensure that it satisfies the fundamental requirements of the employee and fosters intrinsic motivation. Acknowledgment This study received no specific grant from any funding agency in the public, commercial, or not-for-profit sectors.

Peak patterns and drivers of city-level daily CO2 emissions in China

Cities are the primary carbon emitters in China and play a critical role in achieving national and regional emission-reduction targets. However, because existing CO2 emission datasets are mostly limited to national and provincial levels and have significant time lags, there are few studies on urban emission patterns and drivers below the annual level. In this study, utilizing near-real-time daily CO2 emission data from Carbon Monitor Cities-China, we analyzed the seasonality and peak patterns of city-level emissions and conducted a decomposition of emission drivers by sector based on sociometric and natural factors. Our results indicated that most cities in China exhibited seasonal emissions, with peak emissions occurring during winter. However, heavily industrialized cities tend to produce high year-round emissions. The residential and power sectors are crucial for reducing emissions in winter-peaked cities, whereas the industrial and power sectors are the primary energy consumers in non-winter-peaked cities. The results of the decomposition analysis show that the emission structure of the service industry and the impact of temperature on power generation are the primary drivers of CO2 emissions during winter. The above analysis offers recommendations for developing emission-reduction policies for various types of cities. Service-based cities should concentrate their efforts on reducing emissions from tertiary industries, whereas energy-dependent cities should continue to focus on controlling emissions from secondary industries such as industry and power. In addition, both service-based and energy-dependent cities must address the significant impact of heating demands on emissions.

The Effect of Product Involvement, Perceived Value, and Attitude as Mediation on the Intention to Use “POSPAY” Apps by PT Pos Indonesia (Persero) to Create the Right Marketing Strategy through a Marketing 4.0 Perspectives

Pospay is an app from PT Pos Indonesia (Persero). The research’s background highlights the competitive pressures in the financial services industry and the necessity for transformational companies to innovate through digital offerings such as the Fintech app. The implications of this research complete a new understanding for the marketing department at PT Pos Indonesia on how to increase customer intention to use. This research can provide evaluation materials and references for implementing the right marketing strategy from the perspective of Marketing 4.0, especially to increase intention to use it with variable mediation of consumer attitudes. The results of this research can provide an overview of the fact that perceived value is the most powerful variable that contributes to efforts to increase intention to use the Pospay App. The key research problems are the need to identify the determinants of user intention in adopting FinTech apps, the role of consumer attitude in mediating these determinants, product involvement, and the practical implications for marketing strategy development. The research employs a mixed method with a descriptive approach and uses a type-3 problem-solving scenario. Quantitative data is collected through surveys, and qualitative insights are gathered via interviews or focus group discussions. Structural Equation Modelling (SEM) – Partial Least Square (PLS) with WarpPLS software is used to analyze data testing the hypothesis. The research results are as follows: Product involvement does not have a significant effect on the intention to use but has a significant effect on consumer attitudes; Perceived value has a significant effect on the intention to use and consumer attitudes; Consumer attitude has a significant effect on the intention to use and mediates the influence of perceived value on intention to use but does not moderate the influence of product involvement on intention to use. The research will provide actionable recommendations for PT Pos Indonesia, enabling them to tailor their marketing strategies better through a Marketing 4.0 perspective to meet customer needs and preferences.

An integrated academic library supply chain (IALSC) model

Purpose This exploratory study illustrated an integrated academic library supply chain (IALSC) model to design the strategic planning management tool of the academic library. The supply chain (SC) model has been widely used in manufacturing industries and has also been applied in many service industries with the same objectives. However, very few studies for academic libraries, particularly the implementation of the integrated SC model, are being executed, although it has been proven that SC management in practice can enhance stakeholder satisfaction, increase revenues and decrease total costs. The academic library also needs to be successful in providing quality products, services and information to fulfil the library users’ needs within the library budget. This research aims to develop a verified model of the integrated SC for the academic library. Design/methodology/approach This research used both qualitative and quantitative approaches to achieve its objectives. The proposed conceptual SC model, named as IALSC, for the academic library has been developed using the system thinking method; eventually, it has been validated through the fuzzy Delphi method, an expert judgement technique. Findings The research findings could contribute to academic library management in planning and formulating a roadmap for the library to increase its quality services for all stakeholders. Originality/value The conceptual model would have a high potential to be proposed as the strategic decision-making tool for an academic library, i.e. the flow of funds through the operations of the library, the library stakeholders’ satisfaction measurement, the decision process currently made by the library management team on the purchase of new library resources, the library resource suppliers, etc.

Key characteristics of perceived customer centricity in the passenger airline industry: A systematic literature review

The airline industry is operating in a highly competitive and saturated market and is considered to be one of the most dynamic service industries in the world. Maintaining a high level of passenger satisfaction and incorporating customer centricity into an airline's strategy can be the key competitive advantage. Despite the growing interest of scholars and managers in customer centricity, research on this topic in the airline industry has just started. However, it is key to understand how a firm's intentions to become customer-centric finally translate into customer perceptions. For this purpose, the authors developed a perceived customer centricity framework which is tailored to the environment of the passenger airline industry. A systematic literature review was conducted to review and analyze key characteristics and measures of perceived customer centricity in the airline industry. The authors identified 15 distinct key characteristics (measures) in literature and conclude that airlines need to focus on various aspects to truly be customer-centric. Investing in sustainable practices, employee training, modern in-flight experiences, competitive pricing, technological infrastructure, and positive brand associations all contribute to customer centricity. Understanding how these elements are interconnected allows airlines to customize their efforts, meeting current and future passenger needs, and ultimately creating a standout customer-centric culture in the competitive airline industry. By formulating concrete measures this paper establishes a foundation for future perceived customer centricity research, such as surveys, and presents alternative measures to the widely adopted net promoter score (NPS).

Digitalisation and valuations: an empirical analysis of valuers’ supplemental skills requirements

ABSTRACT Digitalisation is causing significant changes in professional practices and has profound impacts on skills requirements in the service industry. Demand for jobs that require soft skills but do not involve routine processes will be high, while jobs that involve routine processes will be lost or facilitated by technology. In both instances, professionals must acquire complementary skills to operate effectively. As a service profession, valuation is set to undergo changes requiring a shift in valuers’ mindsets towards data-driven technologies. Therefore, this study aims to reveal the additional skills valuers need due to digitalisation and the approaches used to acquire these skills. The study used a qualitative approach and analysed practising valuers’ perspectives. The study’s findings indicate that information technology, time management, interpersonal, and conceptual skills are crucial for valuation practice, and practising valuers acquire these skills through personal-level or corporate-level approaches. The findings provide insights regarding knowledge gaps that require coordinated efforts from professional bodies, training institutions, and policymakers to bridge. Collaboration between institutions is necessary to ensure that the valuation profession can transition smoothly into the digital world to continue to assure society of quality valuations for a stable global economic development.

How E-commerce Affects Enterprise New Quality Productivity

This paper explores the impact of e-commerce on enterprise new quality productivity using financial statement data of listed companies from 2013 to 2022. The findings suggest that e-commerce significantly enhances enterprise new quality productivity by investing in science and technology, agglomerating productive service industries, and expanding market share. Furthermore, digital transformation and human capital have a significant impact on new quality productivity. E-commerce plays a more substantial role in enhancing new quality productivity for non-state-owned firms in the central and eastern regions, so listed enterprises should prioritize improving e-commerce capabilities and investing in science and technology to foster high-quality development.

Cross border e-commerce development and enterprise digital technology innovation—empirical evidence from listed companies in China

As the main form of digital trade, cross-border e-commerce plays an important role, allowing China to expand its opening-up and promote the optimal foreign trade structure. It also provides opportunities for Chinese enterprises to develop digital technology. From the perspective of the establishment of China's cross-border e-commerce comprehensive pilot zone (CBECPZ), this article uses the multi-period DID method to examine the effects of cross-border e-commerce on enterprise digital technology innovation based on listed companies in the Shanghai and Shenzhen stock markets from 2007 to 2020. The CBECPZ dramatically promotes enterprise digital technology innovation. The mechanism test shows that the CBECPZ promotes digital technology innovation by financing constraint alleviation, digital transformation, and producer service industry agglomeration. The heterogeneity test shows that the direct effect is more significant in the enterprises of large-scale, non-state-owned, with high ICT correlation and in areas with strong government resource allocation capabilities. The research findings have important reference value for how to utilize cross-border e-commerce to promote digital technology innovation, and they also provide directional references for other developing countries to develop cross-border e-commerce.

BUILDING BRAND AWARENESS THROUGH PRODUCT QUALITY AND SOCIAL MEDIA MARKETING FOR FOOD SERVICE BUSINESS DEVELOPMENT

Objective: This study investigates the role of product quality and social media marketing on brand awareness in the food service industry, mainly focusing on pastry and beverage establishments in Bandung, Indonesia. Theoretical Framework: Brand awareness is crucial for consumer decision-making, with product quality playing a significant role in brand recognition. The study explores the role of social media platforms, especially in promoting product branding within the competitive food service sector. Method: A survey was conducted among 150 consumers of a food service outlet in urban Bandung, Indonesia, specialising in pastries and beverages. Quantitative methods were employed, and data was analysed using multiple regression analysis. Results and Discussion: Both product quality and social media marketing significantly impact brand awareness. However, social media communication only partially affects brand awareness, suggesting additional factors influence consumer perceptions. Research Implications: Recommendations are provided for researchers and practitioners in the hospitality industry, emphasising the importance of leveraging social media for digital marketing and integrating product quality to enhance brand awareness. Originality/Value: This study underscores the evolving role of digital technology, particularly social media, in shaping brand awareness in the food service sector. It highlights the necessity of combining product quality and digital marketing strategies to promote brand recognition and achieve business development objectives effectively.

The Empirical Study on Producer Service Industry and Economic Growth in China: Implication on Economic Integration

The Empirical Study on Producer Service Industry and Economic Growth in China: Implication on Economic Integration

Excellence or perfection: Examining work performance mediated through employee engagement in India

The model of excellencism and perfectionism (MEP) theorizes that the attitude toward goals as characterized in excellencism is desirable over perfectionism. Using the self-determination theory (SDT), this study aims to investigate the varying effects of perfectionism and excellencism on work engagement and performance. The study used a time-lagged multi-phase, multi-source, and cross-sectional online survey to collect responses from 360 corporate employees of Indian companies in the services industry. The results indicate that while both perfectionism and excellencism entail pursuing high standards, they relate differently with performance and work engagement. Interestingly, excellencism and work engagement were significantly associated with performance (p < .001); however, perfectionism was insignificant (p = .989). Perfectionism strengthens work engagement (β = 0.112; p = .013), while excellencism has an insignificant effect (β = 0.035; p = .537). Work engagement fully mediates the perfectionism-performance relationship. This demonstrates that striving for excellence alone is sufficient to achieve positive performance, challenging the traditional belief that one must focus on perfection. Furthermore, perfectionism is positively associated with performance only when employees are engaged and have positive motivation toward work.

Big data analytics and the use of artificial intelligence in the services industry: a meta-analysis

ABSTRACT Big data analytics have impacted nearly every service industry in the last decade. Furthermore,using artificial intelligence in big data analytics has introduced a new trend, resulting in different performance types, e.g. sales, marketing, innovation, organizational, financial, and operational. A systematic review of the empirical results from publications addressing big data analytics in the services industry becomes necessary to understand these performances better. Based on this rationale, this study conducted a meta-analysis to identify the relevant dimensions of big data analytics and evaluate artificial intelligence as a potential moderator of its effects on service performance. The results demonstrate that environmental dynamism, resources and capabilities, and competitive pressure drive big data analytics adoption. Environmental dynamism, followed by resources and capabilities, has greater effects on adopting big data analytics. The findings suggest that adopting big data analytics powered by artificial intelligence enhances service performance more than adopting big data analytics without using artificial intelligence.

Job Insecurity Selama Pandemi Covid-19

Business uncertainty during the Covid-19 pandemic triggers feelings of threat and discomfort for employees in carrying out their work. Employees are afraid of losing their jobs and making work stress higher. This study aims to determine the effect of job insecurity, performance, work stress, and turnover intention on employees during the Covid-19 pandemic. There were 101 respondents from the service industry who participated in this study. The results of the study show that even though job insecurity is high during the pandemic, it does not make employees intend to move if they feel they are performing well. However, turnover intention will be higher if employees feel that the discomfort at work has made them stressed at work. This study provides several suggestions of important implications for organizations in managing human resources during the Covid-19 pandemic.

Leisure reimagined: mapping the enablers of restorative servicescapes

ABSTRACT Servicescapes play a crucial role in the marketing strategies of contact-based service businesses, significantly influencing consumer experiences and well-being. Researchers have explored their potential impact on stress levels and attention restoration from various perspectives, including environmental psychology, perceived sensory dimensions and evidence-based design. This study builds upon existing knowledge by employing Interpretive Structural Modelling and MICMAC Analysis to identify the enablers that contribute to the restorative quality of a leisure servicescape. The current research reveals that enhancing servicescape restorativeness involves integrating elements such as refuge, culture, complexity, typicality, accessibility, familiarity, hygiene, space, calmness, legibility, biophilic designs and social dimension. Additionally, the investigation into the interrelationships among these factors highlights the pivotal roles of refuge and culture, influencing the efficacy of most other enablers. Servicescape typicality, however, relies heavily on the operationalization of other enablers. Notably, none of these enablers operates independently in promoting a restorative servicescape. Their interconnected associations underscore the importance for marketers in the leisure service industry to comprehend and leverage the interplay of these factors to achieve optimal results in enhancing the restorative property of their servicescapes. The study concludes by offering recommendations for marketers and policymakers to improve consumer and citizen well-being in a sustainable manner.

The economic impacts of the UK's eat out to help out scheme

We evaluate the economic impacts of the UK's Eat Out to Help Out (EOTHO) scheme on the food service sector. EOTHO was introduced during the COVID pandemic to stimulate demand by subsidizing the cost of eating out, with a 50 % discount Mondays to Wednesdays in August 2020. We exploit the spatial variation in participation using a continuous difference-in-differences approach and an instrumental variables strategy. We measure the effect on footfall using mobility data from Google and on employment using job posts from Indeed. Our estimates indicate that a one standard deviation increase in exposure to the EOTHO scheme increased footfall in retail & recreation by 2–5 %, and job posts in the food preparation & service industry by 6–8 %. These effects are transitory, and we do not find evidence of large spillover benefits to non-recreational activities or other sectors.

Decision Making in the Internationalization of the Service Industry and the Applicability of Manufacturing Industry Internationalization Theories

Decision Making in the Internationalization of the Service Industry and the Applicability of Manufacturing Industry Internationalization Theories

Crafting clarity: Leveraging large language models to decode consumer reviews

Large Language Models (LLMs) have emerged as powerful tools for understanding consumer perceptions and extracting insights from unstructured textual data. This study investigates the effectiveness of LLMs in comprehending consumer opinions, particularly in service industries. We fine-tuned four prominent LLMs—Falcon-7B, MPT-7B, GPT-2, and BERT—using 1,031,478 consumer reviews and assessed their ability to identify topics, emotions, and sentiments. Our results indicate that Falcon-7B excels in accuracy and reliability for complex tasks. This study is the first, to our knowledge, to fine-tune Large Language Models (LLMs) specifically for consumer data, showcasing the efficacy of attention mechanisms in extracting valuable insights. Our findings offer strategic decision-making insights for the service industry and underscore the transformative potential of LLMs in business intelligence from consumer feedback.

An Empirical Study on the Impact of Digital Economy Development Level on the Efficiency of Green and Low Carbon Transition in Chinese Cities

<p>As China's economic and social development enters a new growth stage, urban green transformation has gradually become an important means to promote high-quality development. In order to explore the effective methods of the impact of China's digital economy development level on the efficiency of urban green low-carbon transition, this paper, based on the statistical data of 263 prefectural-level cities in China during the period of 2012-2021, adopts Peking University's financial inclusion index as well as the five selected control variables, measures the efficiency of urban green low-carbon transition by using the SBM model and examines the impact of driving factors on urban green low-carbon transition by using the spatial Durbin lagged panel fixed-effects model. the influence of driving factors on the efficiency of green low-carbon transition in Chinese cities. It was found that: the digital economy index showed a positive correlation with urban green transition efficiency, and the corresponding positive influence coefficient was 0.523, and the influence of control variables on urban green transition efficiency showed differentiation characteristics, among which: the investment rate in environmental pollution control, the contribution rate of GDP in the service industry, and the professional investment rate in green transition showed a positive correlation with urban green transition efficiency, and the corresponding influence coefficients were 0.437, 0.304 and 0.348; the contribution rate of urban industrial GDP and urbanization level show inverse correlation with the efficiency of urban green transformation, and the corresponding inverse impact coefficients are -0.412 and -0.276, respectively. The conclusions of this paper are of great practical value for the formulation of policies to improve the efficiency of urban green transformation.</p>