Nathan Warren

Journal of Service Research 26(3) s. 389-404 Doi: https://doi.org/10.1177/10946705231166742

The shift from analog to digital point-of-sale systems (e.g. Square) and app-based service platforms (e.g. Uber) disrupted frontline services by creating new tipping processes that occur in an ever-expanding range of service contexts and involve new stakeholders. The increasing importance of tipping in the global economy and the uncertainty regarding tipping practices suggest the need for a comprehensive framework that accounts for evolving tipped service networks. We introduce the multi-stakeholder service journey lens to build a conceptual framework that accounts for the competing interests of customers, employees, frontline service managers, technology providers, and other stakeholders in emergent tipped services. This framework examines interactions between stakeholders at different points along the tipped service journey, while accounting for the technologies and contexts that shape stakeholder interactions and the sometimes divergent outcomes that result. Stakeholder interactions at each stage of the tipped service journey suggest theoretically rich research questions, such as “How do digital tipping technologies diffuse into and realign cultural practices?”, and important practical questions, such as “Which tip request framing and formatting choices result in the highest tips, most customer satisfaction, and optimum employee outcomes?” Our conclusion emphasizes the importance of multi-stakeholder service journey perspectives for examining digitally disrupted services.

European Journal of Marketing Doi: https://doi.org/10.1108/EJM-12-2022-0883

Purpose Research emphasizes the motivations underlying and potential harmful consequences of social media use, but there is little understanding of stigmas faced by individual social media users, particularly as they pertain to gender. The purpose of this study is to examine a unique stereotype related to men’s social media use. Design/methodology/approach Four experiments examine judgments of men based on how often they post on social media (frequently vs infrequently). Findings The authors find that posting frequently (vs infrequently) affects the perceived gender of men but not women. This frequent-posting femininity stereotype is explained by perceived neediness and holds regardless of whether posts are about others (vs the self) or whether posts are shared by influencers (vs ordinary users). Research limitations/implications Future research should examine other stereotypes of social media users – including those pertaining to gender – and ways to mitigate such negative attributions. Researchers should examine how the frequent-posting femininity stereotype and other social media use stereotypes affect social media consumption and consumer well-being. Practical implications Managers should adjust consumer engagement strategies and restructure platforms to address the unique stigmas facing different consumer groups. Originality/value Providing insights into the dark side of social media, the authors investigate a unique domain – stereotypes about individual social media users. The findings of this study uncover an emasculating stigma against men who post often on social media, which may discourage men from online participation.

Journal of Consumer Psychology Doi: https://doi.org/10.1002/jcpy.1400

Is trying to earn status effective or self-defeating? We show that whether effort increases or decreases admiration and respect (i.e., status) depends on how the person is trying to earn status. Groups evaluate people along multiple status dimensions (e.g., wealth, coolness). Each dimension is associated with a different ideology, or set of beliefs, that ascribe status to behaviors that contribute to the group's goals. Whether behaviors, including effort, increase status, thus, depends on the ideologies that people use to interpret if a behavior contributes to the group. Four experiments demonstrate that people earn more status when they try to become wealthy compared to when they are effortlessly wealthy, but earn less status when they try to become cool compared to when they are effortlessly cool. Effort increases status when directed at wealth but not at coolness because contemporary ideologies suggest that people who gain wealth through effort contribute more to society, whereas people who gain coolness through effort contribute less.

Journal of the Association for Consumer Research (JACR) Doi: https://doi.org/10.1086/711758

Journal of Service Research Doi: https://doi.org/10.1177/1094670519900553

Association for Consumer Research Conference

Consumer Culture Theory Conference

Frontiers in Service Conference

Consumer Culture Theory Conference

Association for Consumer Research Conference

Association for Consumer Research Conference

Organizational Frontlines in Services Conference

American Marketing Association Winter Conference

American Marketing Association Winter Conference