Interplay of provider and customer factors for servitization success: a...
Interplay of provider and customer factors for servitization success: a transaction cost theory approachEva LexuttJournal of Service Management, Vol. 36, No. 6, pp.1-28This study examine how provider-...
View ArticleFrontline employee competencies for technologically complex service...
Frontline employee competencies for technologically complex service environments: a conceptual model of mindfulness orientationJunyi (Amy) Xie, Olamide Olajuwon-Ige, Chatura Ranaweera, Seonjeong (Ally)...
View ArticleHybrid human–robot teams in the frontline: automated social presence and the...
Hybrid human–robot teams in the frontline: automated social presence and the role of corrective interrogationDavid Leiño Calleja, Jeroen Schepers, Edwin J. NijssenJournal of Service Management, Vol....
View ArticleBoundary-breaking opportunities in service failure and recovery
Boundary-breaking opportunities in service failure and recoveryJeeshan Mirza, Yany Grégoire, Chatura Ranaweera, Chau Minh NguyenJournal of Service Management, Vol. ahead-of-print, No. ahead-of-print,...
View ArticleThe effect of language style in online reviews on consumers’ word-of-mouth...
The effect of language style in online reviews on consumers’ word-of-mouth recommendationsZhenzhong Zhu, Xiaowen Zhao, Minghui Shan, Haipeng (Allan) ChenJournal of Service Management, Vol....
View ArticleService robot–employee task allocation strategies: well-being within the...
Service robot–employee task allocation strategies: well-being within the intrusion challengeChelsea Phillips, Gaby Odekerken-Schröder, Rebekah Russell-Bennett, Mark Steins, Dominik Mahr, Kate...
View ArticleWhy should I trust you? Influence of explanation design on consumer behavior...
Why should I trust you? Influence of explanation design on consumer behavior in AI-based servicesFlorence Nizette, Wafa Hammedi, Allard C.R. van Riel, Nadia SteilsJournal of Service Management, Vol....
View ArticleInstitutional dissonance and innovation: higher education from a service...
Institutional dissonance and innovation: higher education from a service ecosystems perspectiveJennifer D. ChandlerJournal of Service Management, Vol. ahead-of-print, No. ahead-of-print, pp.-The...
View ArticleWired for work: brain-computer interfaces’ impact on frontline employees’...
Wired for work: brain-computer interfaces’ impact on frontline employees’ well-beingAlexander Kies, Arne De Keyser, Susana Jaramillo, Jiarui Li, Yihui (Elina) Tang, Ihtesham Ud DinJournal of Service...
View ArticleA new competitive edge: crafting a service climate that facilitates optimal...
A new competitive edge: crafting a service climate that facilitates optimal human–AI collaborationAllard C.R. van Riel, Farhad Tabatabaei, Xiaoyi Yang, Ewa Maslowska, Velmurugan Palanichamy, Della...
View ArticleA system and learning perspective on human–robot collaboration
A system and learning perspective on human–robot collaborationCristina Mele, Tiziana Russo-Spena, Angelo Ranieri, Irene Di BernardoJournal of Service Management, Vol. ahead-of-print, No....
View ArticleReuse of service concept elements for modular service design
Reuse of service concept elements for modular service designFabian Hunke, Gerhard Satzger, Tuure TuunanenJournal of Service Management, Vol. 35, No. 6, pp.216-241This research investigates the...
View ArticleFrontline employee work engagement and customer service evaluations: a...
Frontline employee work engagement and customer service evaluations: a conceptual replicationYves Van Vaerenbergh, Simon HazéeJournal of Service Management, Vol. ahead-of-print, No. ahead-of-print,...
View ArticleService virtuousness: implementing the very best of human qualities in...
Service virtuousness: implementing the very best of human qualities in service deliveryDana YagilJournal of Service Management, Vol. ahead-of-print, No. ahead-of-print, pp.-In light of the increasing...
View ArticleOrganizational resiliency through practice innovation: forced brand evolution...
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruptionHope Jensen Schau, Ignacio Luri, Melissa Archpru AkakaJournal of...
View ArticleHowdy, Robo-Partner: exploring artificial companionship and its...
Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employeesKhanh Bao Quang Le, Charles CayratJournal of Service Management, Vol. ahead-of-print,...
View ArticleSuccessful implementation of customer experience strategy: determinants and...
Successful implementation of customer experience strategy: determinants and resultsJuliane Kristina Köninger, Matthias H.J. GouthierJournal of Service Management, Vol. ahead-of-print, No....
View ArticleA 5C model of responsible service leadership: learning from living systems to...
A 5C model of responsible service leadership: learning from living systems to play the infinite gameReut Livne-Tarandach, Joan Ball, Poonam Arora, Ayse Yemiscigil, Jay KandampullyJournal of Service...
View ArticleMoving to subscriptions: service growth through business model innovation in...
Moving to subscriptions: service growth through business model innovation in consumer and business marketsBrenda Nansubuga, Christian KowalkowskiJournal of Service Management, Vol. 35, No. 6,...
View ArticleExploring volunteers’ role in healthcare service ecosystems: value...
Exploring volunteers’ role in healthcare service ecosystems: value co-creation, self-adjustment and re-humanisationLaura Di Pietro, Veronica Ungaro, Maria Francesca Renzi, Bo EdvardssonJournal of...
View Article