Journal of Service Management
Issue(s) available: 83 – From Volume: 20 Issue: 1, to Volume: 35 Issue: 6
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Issue 1 2022
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A 5C model of responsible service leadership: learning from living systems to play the infinite game
Reut Livne-Tarandach, Joan Ball, Poonam Arora, Ayse Yemiscigil, Jay KandampullyThis paper offers a new vision of responsible service leadership for service organizations nested in economic, societal and environmental contexts across time to foster collective…
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…
RAISE: leveraging responsible AI for service excellence
Linda Alkire, Anil Bilgihan, My (Myla) Bui, Alexander John Buoye, Seden Dogan, Seoyoung KimThis article introduces the Responsible AI for Service Excellence (RAISE) framework. RAISE is a strategic framework for responsibly integrating AI into service industries. It…
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…
Beyond apples and oranges: unraveling the complexity in corporate sustainability reporting
Timothy Hedley, Barbara Porco, Timothy Lee Keiningham, Lerzan Aksoy, Leigh Anne Statuto, Muslim AminThis investigation highlights the discrepancies in sustainability reporting practices, and their implications for sustainable service.
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…
To do or not to do? A typology of ethical dilemmas in services (TEDS)
Rodoula H. Tsiotsou, Sertan Kabadayi, Jennifer Leigh, Julia Bayuk, Brent J. HortonThis paper seeks to deepen and improve our understanding of business ethics in services by developing a typology that reconciles and integrates disparate and often conflicting…
Exploring customer engagement tensions when pursuing responsible business practices
Andrew S. Gallan, Diogo Hildebrand, Yuliya Komarova, Dan Rubin, Ronen ShayDesigning and developing responsible business practices can create various tensions for service organizations. The purpose of this research is to develop a deeper understanding of…
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