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Customers might become concerned about getting contaminated and adapt their behavior accordingly, which is of critical concern for service managers. The purpose of this paper is threefold. First, this paper synthesizes the extant body of research within psychology and marketing into an integrative framework that helps understand the current state of knowledge on contamination. Second, this review summarizes evidence-based managerial recommendations on how to deal with customers' contamination concerns. Third, this paper provides guidance for future research by proposing several ways in which those concerns might influence service management.

This paper conducts an integrative literature review of over 30 years of psychology and marketing research on contamination concerns.

The paper reviews physical and metaphysical contagion models, the situational cues that may activate customers' contamination concerns, the psychological mechanisms that underlie the relationship between contamination and customer outcomes and the individual characteristics that influence customer sensitivity to contamination cues. Moreover, this review identifies actions that service managers can take to prevent customers' contamination concerns. Finally, still much has to be learned about how organizations should deal with fear of contamination by the time a next pandemic breaks out.

This paper develops an integrative framework that serves as a structured knowledge map onto the contamination phenomenon and paves the way for future service research.

This paper investigates how language homophily between service providers and migrant consumers affects migrant consumers’ intentions to engage with financial and medical service providers.

Three empirical studies were conducted with migrant consumers living in Chile, England and the USA. Participants were presented information on service providers, and language homophily was manipulated between subjects. In the high (low) language homophily condition, service providers were described as having (not having) the ability to speak the native language of the migrant consumer.

Language homophily was found to increase migrant consumers’ expectation of control over a service encounter and, in turn, increase their intention to use a provider’s services. Collectivism was identified as a boundary condition. Among high collectivist consumers, language homophily did not affect service usage intentions; however, language homophily did positively affect service usage intentions among low collectivist consumers.

This work extends prior research on service provider language by finding a positive effect of language homophily on service usage intentions and by identifying mediating (i.e. expected control over the outcome of the service encounter) and moderating (i.e. collectivism) mechanisms for this effect.

More and more artists mention brand names in their song lyrics; yet, their motivation to do so might differ. While some artists mention brand names out of brand love, other artists mention brand names against financial compensation. As media often discloses such brand name placements, the purpose of this paper is to explore consumer reactions to paid versus unpaid brand name placements in song lyrics.

A three-group between-subjects experiment (paid brand name placement, unpaid brand name placement, control group) tests the effects of brand name placement disclosures in song lyrics on brand attitudes and brand awareness. The song was developed specifically for the purpose of this study.

Consumer awareness about paid brand name placements in song lyrics has positive effects on brand awareness, while having no negative effects on brand attitudes. More specifically, consumer brand awareness is significantly higher in the paid brand name placement condition than in the unpaid brand name placement condition, or the control condition. Brand attitudes increased in both the paid and unpaid brand name placement conditions, compared to the control condition.

This paper contributes to a better understanding of brand name placement in song lyrics. Counterintuitively, consumer awareness about paid brand name placements in song lyrics actually has positive effects on consumers’ brand awareness and no negative effects on brand attitudes. Moreover, any disclosure – regardless of whether it concerns a paid or unpaid brand name placement – increases brand attitudes. This study thus shows that marketing managers should not fear media disclosing brand name placements in song lyrics.

This paper aims to examine the effect of intercultural accommodation efforts on service quality perceptions among ethnic minority consumers. Specifically, the paper postulates that during an intercultural service encounter, the impact of the service provider’s language and ethnicity on the consumer’s service quality perceptions is moderated by the level of service involvement, consumer acculturation and perceived discrimination, which, in turn, influence purchase intent.

A 2 × 2 between-subjects experimental design with an online nationwide consumer panel of Hispanic consumers was conducted where 377 participants were randomly assigned to a series of service encounter scenarios in the banking service context to manipulate accommodation efforts (yes vs no) and the level of involvement with the service (high vs low).

When such language and ethnicity accommodations were offered, highly acculturated minority consumers regarded the service encounter less favorably than low acculturated minority consumers. Moreover, during low-involvement service encounters, intercultural accommodations positively impacted consumer’s service quality perceptions compared to situations involving high-involvement services. Also, minority consumers with perceptions of past discrimination had less favorable evaluations of the service quality than when such perceptions were nonexistent when intercultural accommodation efforts were made by the service provider.

The findings add to the sparse literature that examines the effectiveness of intercultural accommodation and focuses on the combined use of service provider’s language and ethnicity as a means to enhance service quality.

The study delivers cautions for service firms not to generalize the receptivity of intercultural accommodation efforts. Given the increasingly sizable segments of minority customers, this study offers insights for service providers to develop suitable recruitment strategies and training programs when devising effective ethnic targeting strategies.

This research is among the first to explain why the effect of target marketing is not homogenous by expanding the research on intercultural accommodations toward a new context considering service involvement levels among varied minority consumer groups.

This paper provides an overview of the different binding mechanisms in selective laser sintering (SLS) and selective laser melting (SLM), thus improving the understanding of these processes.

A classification of SLS/SLM processes was developed, based on the binding mechanism occurring in the process, in contrast with traditional classifications based on the processed material or the application. A broad range of commercial and experimental SLS/SLM processes – found from recent articles as well as from own experiments – was used to explain the different binding mechanism categories.

SLS/SLM processes can be classified into four main binding mechanism categories, namely “solid state sintering”, “chemically induced binding”, “liquid phase sintering – partial melting” and “full melting”. Most commercial processes can be classified into the latter two categories, which are therefore subdivided. The binding mechanism largely influences the process speed and the resulting part properties.

The classification presented is not claimed to be definitive. Moreover some SLM/SLM processes could be classified into more than one category, based on personal interpretation.

This paper can be a useful aid in understanding existing SLS/SLM processes. It can also serve as an aid in developing new SLS/SLM processes.

To find the suitable parameters for selective laser sintering (SLS) of selected ferro‐based powders. These parameters will help to create products having appreciable strength shown by the highest density and good surface property.

Design of experiment (L9 Taguchi design) has been used to obtain the parameters in the minimum possible number of experiments. For finding the range of various parameters selected such as scan speed, scan spacing and layer thickness, some preliminary experiments have been performed. In order to carry out varied characterization for a given type of experiment, a number of samples have been made.

An attempt has been made to observe the correlation between applied laser energy and the properties of the laser‐sintered parts. Taguchi design has been useful and has given the optimized parameters. It has also been found that the infiltration increases the strength of the part substantially compared with the property of end‐used sintered product.

The present set of experiments was limited by the range of supplied laser energy to the powder system, as the laser power could not be increased.

There is a need to search for alternative powders for manufacturing parts through SLS, which can alleviate the need to depend on customized powders, as these customized powders are limited to be used only with prescribed commercial SLS machines for their best performance. This drawback restricts their general use independent of any particular machine and it is, therefore, required to develop know‐how of powders and related process parameters for SLS. The present work is an effort in this direction in which laser sintering of a specially developed iron‐based powder mixture (Fe, Ni, Cu and Fe₃P) has been tested on an SLS machine.

This study aims to investigate India’s poor performance in the overall implementation of e-Governance despite significant improvements in the quality and scope of e-Government services in the country.

The study proposes a conceptual model based on four hypotheses that are tested using the structural equation modeling technique. Based on the results obtained, the conceptual model is suitably modified.

The major finding of the study is that “English proficiency” and “digital divide” sequentially mediate the relationship between “service quality” and the “willingness to adopt e-Governance” in India.

The conceptual model emerging from the study adds to the literature on e-Governance service quality and adoption. However, a longitudinal or experimental study may provide more insights into the context.

Primarily, this study would interest agencies involved in developing and delivering e-Governance services. Besides, the findings may be useful for the “big data companies” that are interested in gaining direct access to the last-mile users of developing countries.

The study intends to provide directions to policymakers on improving access to e-Governance services for the people who are deprived of the benefits of such services.

This is the first study to incorporate both English proficiency and digital divide in a single conceptual model in the literature related to the relationship between service quality and the willingness to adopt e-Governance.

This study examines the role of genuine small talk in business-to-business (B2B) communication through the lens of service language. By exploring and distinguishing genuine and mundane small talk, the research elucidates the impact of sincere, empathetic interactions on value co-creation and relational dynamics within the B2B contexts.

Employing an abductive qualitative research strategy, we conducted semi-structured interviews with 25 B2B professionals from Australian and Indonesian multinational corporations. Data analysis involved descriptive coding and thematic analysis, supplemented by network view strategies to visualize interrelations within the dataset.

The study finds that genuine small talk, characterized by sincere and contextually relevant exchanges, enhances relational enrichment, customer satisfaction and long-term loyalty in B2B interactions. Participants highlighted the importance of empathetic communication and personalized conversations in building trust and rapport. Conversely, mundane small talk, marked by superficiality, was found to erode trust and diminish the quality of client relationships. These insights underscore the critical importance of integrating genuine small talk into communication strategies to foster enduring business relationships and enhance overall service effectiveness.

This study contributes to the service literature by exploring the notion of genuine and mundane small talk in B2B communication, grounding them in service language perspective. It provides novel insights into the verbal and non-verbal elements of genuine small talk, offering practical implications for enhancing B2B negotiation strategies.

Today's sharing economy covers a variety of business models. This research aims to (1) identify dimensions along which sharing businesses may vary and (2) investigate how these dimensions influence consumer engagement while considering consumers' sustainability orientation.

This research relies upon a systematic literature review (n = 67 articles) to identify five sharing business dimensions: (1) ownership transfer, (2) professional involvement, (3) compensation, (4) digitalization and (5) community scope. A discrete choice conjoint experiment in the fashion industry is employed to investigate how these dimensions affect consumer engagement with sharing businesses (n = 383 participants).

The results suggest that ownership of tangible resources elicits more engagement than access to tangible resources for both consumers with a low sustainability orientation and consumers with a high sustainability orientation. Community scope also affects consumer engagement as reflected in more engagement towards sharing businesses with a local rather than a global scope. The presence of professional service providers, monetary compensation and a digital platform only induces engagement among consumers with a low sustainability orientation.

This research generates a better understanding of how sharing businesses can draw on business dimensions to engage consumers with different levels of sustainability orientation and, in turn, how sharing businesses can realize their economic and/or circular potential.

This paper aims to develop an understanding of key variables for designing and marketing healthcare services for immigrant consumers – widely considered a vulnerable consumer group.

Data collected from 277 participants was analyzed using ANOVA models and mean score comparisons.

Differences based on immigrant status and acculturation level are identified. Differences between immigrant acculturation levels based on service quality dimensions are also revealed.

This research indicates that acculturation-based studies are insightful and finds that immigrants’ service responses do not mirror those of native respondents in healthcare services.

This research highlights key nuances within immigrant populations that hold significant implications for service providers. Culturally appropriate service design and marketing can enhance service utilization by the target population.

This study focuses on the healthcare service experiences of immigrant populations and application of this information to service design.