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This research addressed online customer-to-customer (C2C) incivility during digital service recovery.

To examine the effectiveness of managerial responses to online C2C incivility post a restaurant service failure, a 2 (Managerial response: general vs specific) x 2 (Failure severity: high vs low) quasi-experimental design was employed. A pretest was conducted with 123 restaurant consumers via Amazon Mechanical Turk, followed by a main study with 174 restaurant consumers. Taking a mixed-method approach, this research first asked open-ended questions to explore how participants perceived the restaurant’s motivation for providing a generic versus a specific response. Hayes’ (2013) PROCESS procedure was then performed for hypotheses testing.

The results revealed significant interaction effects of managerial responses and failure severity on perceived online service climate and revisit intention, mediated by trust with managerial responses.

This research yielded unique insight into C2C incivility management literature and industry practices in the context of digital customer service recovery.

This paper aims to examine how channel whistleblowing intensity affects a distributor’s compliance to the manufacturer’s request and how that impact is influenced by institutional environments.

Based on paired survey data, which was collected from an automobile manufacturer in China and its 211 distributors, combined with secondary data, this study used hierarchical regression analyses to test the hypotheses.

The study finds that channel whistleblowing intensity has an inverted U-shaped effect on distributor compliance. In addition, this curvilinear effect is stronger in regions with more effective legal systems and higher social trust, but the authors do not find perceived vertical control moderating the effect of whistleblowing intensity on distributor compliance.

First, this study enriches the marketing literature by highlighting the significance of whistleblowing and especially its downside in marketing channel management. Second, moving beyond prior marketing studies’ focus on bilateral controls, it recognizes channel whistleblowing as a peer-enforced control mechanism. Third, it identifies environmental factors as shift parameters that alter the impact of channel whistleblowing, attesting to the importance of “discriminating alignment.”

The findings caution channel managers against the double-edged effects of whistleblowing and inform the conditions that amplify this impact.

This work highlights the bright and dark sides of channel whistleblowing and uncovers situations in which it works or fails to promote distributor compliance.

This study aims to address the following research questions: (1) What are the theoretical frameworks and areas of study that influence the development of service ecosystems? and (2) To what extent does a service ecosystem align with the theoretical concepts presented in other research contexts within the study areas, thereby transforming the fundamental structure of the core concept?

We conducted a bibliometric systematic literature review, analyzing 280 papers from a sample of 52 journals listed in the Association of Business Schools (ABS). The review covered the period between 2004 and 2022, and we utilized co-citation analysis, multi-dimensional scaling analysis and hierarchical cluster analysis (HCA) on a total of 2,614 citations.

This study employs co-citation analysis to identify the conceptual structure of the service ecosystem based on highly cited papers. Additionally, we utilize multidimensional scaling (MDS) to uncover key approaches driving service ecosystem research. Through HCA and network analysis, we examine the research scope and its development, emphasizing theory-driven approaches. By combining quantitative and qualitative analysis, we explore the interrelationships between scope, domain and evolution. This comprehensive analysis allows us to delve deeply into the study of service ecosystems. To broaden the research scope, we propose a conceptual framework for comparing the main components of a service ecosystem. The current paper clarifies the service ecosystem's intellectual structure, including service performance, humanistic approach, sustainable innovations and service reflexivity and reformation and proposes a prospective research framework for specialists and researchers by introducing a metaverse service ecosystem.

For the first time, the findings of this study shed light on processes that facilitate the flow of technologies, business models and markets through social structures, ultimately contributing to social change. In service-based systems, the development and application of a more humanistic approach within and surrounding social service ecosystems are crucial as they evolve. Therefore, adopting a dynamic and multifaceted approach offers valuable insights into the drivers of value creation.