Journal of Service Management
Issue(s) available: 84 – From Volume: 20 Issue: 1, to Volume: 35 Issue: 6
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Frontline employee work engagement and customer service evaluations: a conceptual replication
Yves Van Vaerenbergh, Simon HazéeThe relationship between frontline employee work engagement and customer service evaluations is a major theme in service research. Recent studies have called for further…
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…
Successful implementation of customer experience strategy: determinants and results
Juliane Kristina Köninger, Matthias H.J. GouthierCustomer Experience Management (CXM) has already outgrown its infancy and must now position itself for long-term strategic success. However, the best Customer Experience Strategy…
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:
1757-5818Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully