Journal of Service Management
Issue(s) available: 85 – From Volume: 20 Issue: 1, to Volume: 35 Issue: 6
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Issue 1 2022
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Volume 21
Boundary-breaking opportunities in service failure and recovery
Jeeshan Mirza, Yany Grégoire, Chatura Ranaweera, Chau Minh NguyenThe service failure and recovery (SFR) research field has reached its maturity stage and is now at a critical juncture. There are growing calls for fresh perspectives and…
Institutional dissonance and innovation: higher education from a service ecosystems perspective
Jennifer D. ChandlerThe purpose of this research note is to call for action and research on higher education as a service ecosystem. By explicating the need for service innovation in higher…
Service robot–employee task allocation strategies: well-being within the intrusion challenge
Chelsea Phillips, Gaby Odekerken-Schröder, Rebekah Russell-Bennett, Mark Steins, Dominik Mahr, Kate LetherenPrevious research has not considered the impact on human frontline employees (FLEs) of altered employee–customer relationships in the presence of a service robot (i.e. an…
Why should I trust you? Influence of explanation design on consumer behavior in AI-based services
Florence Nizette, Wafa Hammedi, Allard C.R. van Riel, Nadia SteilsThis study explores how the format of explanations used in artificial intelligence (AI)-based services affects consumer behavior, specifically the effects of explanation detail…
The effect of language style in online reviews on consumers’ word-of-mouth recommendations
Zhenzhong Zhu, Xiaowen Zhao, Minghui Shan, Haipeng (Allan) ChenLanguage styles of online reviews are becoming increasingly important in consumers’ purchase decisions. However, there are inconsistencies in research on the effects of literal…
A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration
Allard C.R. van Riel, Farhad Tabatabaei, Xiaoyi Yang, Ewa Maslowska, Velmurugan Palanichamy, Della Clark, Michael LuongoCapable service employees are increasingly scarce and costly. Many organizations opt to partially replace, support or augment human employees with AI systems. This study builds a…
A system and learning perspective on human–robot collaboration
Cristina Mele, Tiziana Russo-Spena, Angelo Ranieri, Irene Di BernardoThe process of introducing a new robotic technology into a service system is complex, and its impacts on work practices can be challenging. By adopting a system perspective, this…
Wired for work: brain-computer interfaces’ impact on frontline employees’ well-being
Alexander Kies, Arne De Keyser, Susana Jaramillo, Jiarui Li, Yihui (Elina) Tang, Ihtesham Ud DinNeurotechnologies such as brain-computer interfaces (BCIs) are rapidly moving out of laboratories and onto frontline employees' (FLEs) heads. BCIs offer thought-controlled device…
Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption
Hope Jensen Schau, Ignacio Luri, Melissa Archpru AkakaThis paper aims to explore practice innovation and organizational resiliency during exogenous service ecosystem disruptions. This inquiry focuses on the extreme disruption caused…
Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employees
Khanh Bao Quang Le, Charles CayratThe emergence of new generations of artificial intelligence (AI), such as ChatGPT or Copilot has brought about a wave of innovation in the service workplace. These robotic agents…
Exploring volunteers’ role in healthcare service ecosystems: value co-creation, self-adjustment and re-humanisation
Laura Di Pietro, Veronica Ungaro, Maria Francesca Renzi, Bo EdvardssonThe paper investigates how the engagement of a group of actors (the volunteers), previously unexplored in service ecosystems literature, contributes to generating new co-creation…
Human–AI resource relations in value cocreation in service ecosystems
Valtteri Kaartemo, Anu HelkkulaApplications of artificial intelligence (AI), such as virtual and physical service robots, generative AI, large language models and decision support systems, alter the nature of…
A processual view on sustainability transitions in service ecosystems
Debora Sarno, Bo Enquist, Francesco Polese, Roberta Sebastiani, Samuel Petros Sebhatu, Anna Maria ViljakainenSustainability transitions (STs) refer to large-scale step changes in complex systems required to face sustainability issues. We aim to delineate how they can unfold in service…
Agencement of onlife and phygital: smart tech–enabled value co-creation practices
Cristina Mele, Tiziana Russo-SpenaIn this article, we reflect on how smart technology is transforming service research discourses about service innovation and value co-creation. We adopt the concept of technology…
ISSN:
1757-5818e-ISSN:
1757-5826ISSN-L:
1757-5826Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully
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