Journal of Service Management: Volume 32 Issue 2

The influence of social distancing on employee well-being: a conceptual framework and research agenda

Sven Tuzovic, Sertan Kabadayi

The ongoing pandemic caused by the coronavirus disease 2019 (COVID-19) virus has severely influenced lives and livelihoods. As service organizations either face hibernation or…

Customers' contamination concerns: an integrative framework and future prospects for service management

Simon Hazée, Yves Van Vaerenbergh

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…

Prosumers in times of crisis: definition, archetypes and implications

Bodo Lang, Rebecca Dolan, Joya Kemper, Gavin Northey

This paper defines prosumers in light of the COVID-19 crisis and other contexts. It addresses how prosumers helped overcome challenges caused by COVID-19 and is the first paper to…

A transformative supply chain response to COVID-19

Diane A. Mollenkopf, Lucie K. Ozanne, Hannah J. Stolze

This research employs a transformative service lens to examine the role of the supply chain ecosystem in ensuring the health and safety of employees and customers as a well-being…

Adapting research methodology during COVID-19: lessons for transformative service research

Sarah Dodds, Alexandra Claudia Hess

Coronavirus disease 2019 (COVID-19) has created a challenging, yet opportunistic, environment in which to conduct transformative service research (TSR) and assess research…

Transformative value and the role of involvement in gamification and serious games for well-being

Rory Francis Mulcahy, Nadia Zainuddin, Rebekah Russell-Bennett

This study aims to investigate the use of gamification and serious games as transformative technologies that encourage health and well-being behaviors. The purpose of this paper…

Managing the human–chatbot divide: how service scripts influence service experience

Sean Sands, Carla Ferraro, Colin Campbell, Hsiu-Yuan Tsao

Brands are increasingly considering the use of chatbots to supplement, or even replace, humans in service interactions. Like humans, chatbots can follow certain service scripts in…

Will the customers be happy? Identifying unsatisfied customers from service encounter data

Lucas Baier, Niklas Kühl, Ronny Schüritz, Gerhard Satzger

While the understanding of customer satisfaction is a key success factor for service enterprises, existing elicitation approaches suffer from several drawbacks such as high manual…