Journal of Service Management
Issue(s) available: 87 – From Volume: 20 Issue: 1, to Volume: 36 Issue: 6
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Volume 35
Volume 34
Volume 33
- Issue 1 2022
Volume 32
Volume 31
Volume 30
Volume 29
Volume 28
Volume 27
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Volume 25
Volume 24
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Volume 22
Volume 21
Hybrid human–robot teams in the frontline: automated social presence and the role of corrective interrogation
David Leiño Calleja, Jeroen Schepers, Edwin J. NijssenCustomer perceptions toward hybrid human–robot teams remain largely unexplored. We focus on the impact of frontline robots’ (FLRs) automated social presence (ASP) on customers’…
Frontline employee competencies for technologically complex service environments: a conceptual model of mindfulness orientation
Junyi (Amy) Xie, Olamide Olajuwon-Ige, Chatura Ranaweera, Seonjeong (Ally) Lee, Vishakha KumariTechnological innovations are rapidly transforming service frontlines, resulting in increasingly complex service touchpoints. These touchpoints place greater demands on frontline…
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…
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…
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…
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