Service Failure and Recovery in B2B Markets - A Morphological Analysis

Need of the hour: A service failure recovery reorientation for U.S. hospitals

ISSUE

Many hospitals in the United States are facing significant postpandemic operational challenges largely as a result of increasing demand for health care services. Operational issues increase the risk of service failures. Improving the patient experience after service failures may lead to better outcomes for both patients and hospitals.

CRITICAL THEORETICAL ANALYSIS

Drawing support from service failure recovery and quality management paradigms, we suggest that hospitals could periodically obtain deidentified patient feedback data drawn from multiple sources-including social media-to build a comprehensive patient experience dashboard that can be used to improve health care quality.

INSIGHT/ADVANCE

We offer an overarching conceptual framework to support organizational learning and make hospitals more adaptive to patient feedback. Staff members and leaders could examine patient feedback data to identify service failures and take appropriate action to prevent their recurrence in hospitals. A patient experience dashboard can be developed to document and visualize remedial actions taken by hospitals against each past service failure and shared with all stakeholders.

PRACTICE IMPLICATIONS

Reorienting health care as a service where hospitals immediately listen to patients and promptly address their questions and concerns may help to strengthen the continuity of health care services offered by hospitals as well as improve their financial position, quality of care, and the overall patient experience.

Revisiting 42 Years of literature on food marketing to children: A morphological analysis

Despite the preventive measures taken by the WHO, childhood obesity is still on the rise and is expected to increase by 100% between 2020 and 2035. Food marketing continues to permeate children's environments in numerous ways and influence the food behaviour of children, thus significantly contributing to the rise of obesity. Studies suggest that the literature on the effects of food marketing on children is complex and multidimensional. To fully understand these effects, a comprehensive and systematic approach is required. Nonetheless, existing reviews have focused only on specific aspects and have not comprehensively covered the literature on food marketing to children. Therefore, this review aims to navigate potential research gaps in the existing literature through a comprehensive examination of the literature by using morphological analysis (MA) methodology, the first time in this domain. Using PRISMA, 202 papers were considered eligible for inclusion and further analysed using MA. The articles were categorised into three dimensions to develop the MA framework: Stimuli (Food well-being), Organism, and Response, and 34 variants. The review has presented future research prospects by identifying at least 218 research gaps. With these findings, researchers can further explore the gaps and develop new research questions that could foster an understanding of the multifarious literature. Moreover, these findings can also provide marketers and practitioners with a better comprehension of the current state of the literature and develop more effective strategies for responsible marketing practices and policies.

Unleashing the mechanism among salesforce control system, salesforce ambidexterity, and emotional exhaustion to enhance the competitive advantage of organizations

The service-sales interaction should be aligned within and outside the organization, but many companies are not harvesting the benefits of this technique. In line with the conservation of resources (COR) theory, the current research investigates the impact of the salesforce control system on salesforce ambidexterity (service and sales interface), which eventually leads to emotional exhaustion service-related performance outcomes. We assess the proposed model using cross-sectional data of 321 Pakistani salespeople from B2B organizations and employ structural equation modeling for data analysis purposes. First, the study results show that behavior-based control has an inverse influence on salesforce ambidexterity. On the other hand, outcome-based control is positively associated with salesforce ambidexterity. In addition, salesforce ambidexterity is positively linked with emotional exhaustion. However, emotional exhaustion has a negative impact on both service innovation implementation and service recovery performance. Finally, the results demonstrate the significant and positive moderating influence of self-efficacy and customer demandingness between exogenous and endogenous constructs. The study is particularly important to B2B sales organizations struggling with the difficulties of salesforce ambidexterity and how they control their sales representatives.

A Review of Technological Forecasting from the Perspective of Complex Systems

Technology forecasting (TF) is an important way to address technological innovation in fast-changing market environments and enhance the competitiveness of organizations in dynamic and complex environments. However, few studies have investigated the complex process problem of how to select the most appropriate forecasts for organizational characteristics. This paper attempts to fill this research gap by reviewing the TF literature based on a complex systems perspective. We first identify four contexts (technology opportunity identification, technology assessment, technology trend and evolutionary analysis, and others) involved in the systems of TF to indicate the research boundary of the system. Secondly, the four types of agents (field of analysis, object of analysis, data source, and approach) are explored to reveal the basic elements of the systems. Finally, the visualization of the interaction between multiple agents in full context and specific contexts is realized in the form of a network. The interaction relationship network illustrates how the subjects coordinate and cooperate to realize the TF context. Accordingly, we illustrate suggest five trends for future research: (1) refinement of the context; (2) optimization and expansion of the analysis field; (3) extension of the analysis object; (4) convergence and diversification of the data source; and (5) combination and optimization of the approach.

A Techno-Business Platform to Improve Customer Experience Following the Brand Crisis Recovery: A B2B Perspective

A platform is a business model that allows business-to-business (B2B) participants to connect, interacts, create and exchange value. B2B exploits social media for brand building and branding is vulnerable to attacks, which leads to a brand crisis. B2B should characterise such crisis and respond proportionally to avert damage to social listening (SL). To diminish damages, the solution is to measure customer experience (CX), especially in a crisis situation. The study proposes an analytics-enabled customer experience (AeCX) platform for emotion detection in social media and measures CX after recovering from such crisis, by exploring recovery time objective (RTO), recovery point objective (RPO), techno-business features (TBF), SL and perceived risk (PR). A quantitative research methodology is used on primary data collected from 302 B2B participants. The study reveals improvement in CX and the results provide evidence that social media channels and the TBF of AeCX have become important.

Exploring customers' responses to online service failure and recovery strategies during Covid-19 pandemic: An actor-network theory perspective

While the debate on online service failure and recovery strategies has been given considerable attention in the marketing and information systems literature, the evolving Covid-19 pandemic has brought about new challenges both theoretically and empirically in the consumption landscape. To fully understand customers' responses to service failure during a crisis we asked 70 millennials from three European Countries-Italy, France, and the UK-to describe their responses to service failure during the Covid-19 pandemic (30 completed a 4-week diary and 40 completed a 4-week qualitative survey). Drawing on phenomenological, constructivist, and hermeneutical approaches, and utilizing an actor-network theory perspective, the current study proposes a new framework for understanding customers' responses to online service failure and recovery strategies during the Covid-19 pandemic. Conclusions highlight implications for theory, policy, and management practice through extending comprehensions of service failure recovery processes by examining how marketing policies generate different social impacts during a crisis situation which facilitate the achievement of customer satisfaction and positive outcomes.