Journal of Service Management: Volume 35 Issue 4

Guest editorial: Multi-stakeholder engagement and responsible business

Sertan Kabadayi, Yuliya Komarova, Jay Kandampully

Exploring customer engagement tensions when pursuing responsible business practices

Andrew S. Gallan, Diogo Hildebrand, Yuliya Komarova, Dan Rubin, Ronen Shay

Designing and developing responsible business practices can create various tensions for service organizations. The purpose of this research is to develop a deeper understanding of…

RAISE: leveraging responsible AI for service excellence

Linda Alkire, Anil Bilgihan, My (Myla) Bui, Alexander John Buoye, Seden Dogan, Seoyoung Kim

This article introduces the Responsible AI for Service Excellence (RAISE) framework. RAISE is a strategic framework for responsibly integrating AI into service industries. It…

Beyond apples and oranges: unraveling the complexity in corporate sustainability reporting

Timothy Hedley, Barbara Porco, Timothy Lee Keiningham, Lerzan Aksoy, Leigh Anne Statuto, Muslim Amin

This investigation highlights the discrepancies in sustainability reporting practices, and their implications for sustainable service.

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 Kandampully

This paper offers a new vision of responsible service leadership for service organizations nested in economic, societal and environmental contexts across time to foster collective…

Cultivating wiser service systems through communication

Edythe Moulton-Tetlock, Sophia Town, Hoori Rafieian, Canan Corus, Raymond P. Fisk

Our purpose is to offer the service research field a framework for cultivating wiser service systems via wise communication–which we define as “interactional activity that…

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. Horton

This 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…