Journal of Service Theory and Practice: Volume 34 Issue 2

Editorial: Research horizons of smart service technologies – Special section editorial

Nicola Bilstein, Alexander P.P. Henkel, Kristina Heinonen

Smartness unleashed: a multilevel model for understanding consumers' perceptions and adoption across a myriad of smart offerings

Antje Fricke, Nadine Pieper, David M. Woisetschläger

Consumers' perceptions of product intelligence affect their willingness to accept smart offerings. This paper explores how people perceive various smart products based on their…

Serving customers through chatbots: positive and negative effects on customer experience

Angelo Ranieri, Irene Di Bernardo, Cristina Mele

Service research offering a view of both the dark and bright sides of smart technology remains scarce. This paper embraces a critical perspective and examines the conflicting…

The role of privacy-related factors in consumer perceptions of smart advertising

Chih-Hui Shieh, I-Ling Ling, Yi-Fen Liu

As a smart service, location-based advertising (LBA) integrates advanced technologies to deliver personalized messages based on a user’s real-time geographic location and needs…

Uncovering the trends and developments in subscription business models through bibliometric analysis

Yogesh Sharma, Rajeev Sijariya

The purpose of this study is to examine the trends and developments of subscription business models (SBMs) over the past two decades.

Typology of the transition path to fintech: multi-level comparative analysis

Sepehr Ghazinoory, Meysam Shirkhodaie, Mercedeh Pahlavanian

Fintechs are expected to develop rapidly as technologies that help improve the efficiency of the traditional financial system, but an examination of fintech subbranches shows…

What's love got to do with it? Exploring the role of universities and third places in supporting human mate choice

Alexandra Zimbatu, Stephen Whyte

The growing cost and difficulty related to “finding someone” suggests that the role of service organisations in explicitly supporting and designing opportunities for love between…

Organizational practices to co-create value with family members engaged in service journeys of their loved ones

Katrien Verleye, Sofie Holvoet

The aim of this research is to provide insight into how organizations can co-create value with family members engaged in service journeys of customers experiencing…