The benefits of service employees’ resilience in the workplace: a mediation and moderation analysis Kieu-Giang Hoai LeNguyen-Hau Le Empirical article 03 June 2024
Perceived retailer innovativeness and its impact on customer engagement behavior in smart retailing Kan JiangJunyuan ZhengShaohua Luo Empirical article 29 May 2024
Synthesizing three decades of digital servitization: a systematic literature review and conceptual framework proposal Pedro E. MinayaLucía AvellaJuan A. Trespalacios Theoretical article Open access 08 May 2024
Operative service delivery planning and scheduling in Product-Service Systems Enes AlpFabiana PirolaBernd Kuhlenkötter Review article Open access 21 April 2024
The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior Joana Boesche TomazelliSimoni F. RohdenLélis Balestrin Espartel Empirical article Open access 19 March 2024 Pages: 133 - 159
Correction: A comparative analysis of contactless e-service encounters in online platforms Sang M. LeeSoon Goo HongDonHee Lee Correction 13 March 2024 Pages: 27 - 27
The impact of internal social responsibility on service employees' job satisfaction and organizational engagement Loan Thi-Hong VanLe Dang LangJoão Ferreira Empirical Article Open access 06 March 2024 Pages: 101 - 131
A comparative analysis of contactless e-service encounters in online platforms Sang M. LeeSoon Goo HongDonHee Lee Empirical article 06 March 2024 Pages: 1 - 26
A bibliometric analysis of metaverse technologies in healthcare services Seckin DamarGulsah Hancerliogullari Koksalmis Theoretical article Open access 14 February 2024
Effects of ambidextrous human capital deployment on the performance of haute cuisine restaurants Susana Fernández-Pérez de la LastraGonzalo Sánchez-Gardey Empirical article 23 January 2024 Pages: 53 - 80
Diminishing role of regional uniqueness in preference to shop online amid COVID-19: a longitudinal analysis Buraj Patrakosol Empirical article 02 January 2024 Pages: 29 - 51
Validation of a design orientation scale in the trade and tourism sectors and assessment of its impact on firms’ performance Mónica Cantó-PrimoIrene Gil-SauraMarta Frasquet-Deltoro Empirical article Open access 12 December 2023 Pages: 81 - 100
Flash sales: how consumers’ emotional responses to negative word-of-mouth affect diagnosticity and purchase intentions Wee-Kheng TanPo-Yen Chen Empirical article Open access 27 November 2023 Pages: 1001 - 1024
Doing good for good: how does corporate social responsibility drive customer citizenship behavior? The mediation of engagement, trust, and identification Shih-Hao WuStephen Chi-Tsun HuangYu-Xuan You Empirical article 14 November 2023 Pages: 937 - 962
Connecting artificial intelligence to value creation in services: mechanism and implications Minjun Kim Review article Open access 31 October 2023 Pages: 851 - 878
Exploring robot service quality priorities for different levels of intimacy with service Ai-Hsuan ChiangSzu-Yu Chou Theoretical article 25 October 2023 Pages: 913 - 935
The contingent impacts of dynamic service innovation capabilities on firm performance Jun ZhanShun ZhangSilvana Trimi Empirical article 23 October 2023 Pages: 819 - 849
Underscoring trainer's lack of effort or talent in service failure of personal fitness training: customers' negative word-of-mouth response Sangchul ParkHyun-Woo LeeCalvin Nite Empirical article 27 September 2023 Pages: 1025 - 1050
What Makes Viewers Engage in Live Streaming Shopping during and after the Pandemic: An Affordance Perspective Ping LiSeoyoun LeeYounghoon Chang Empirical article 26 September 2023 Pages: 963 - 1000
Adolescents’ attempts at influence and self-reported errors in family vacation decisions: a cross-regional study Che-Jen SuYi-Fang LanCarlos Eduardo Pinto Pimentel Empirical article 22 September 2023 Pages: 879 - 911
Segmenting travellers of luxury destinations in a post-pandemic era Nazia Nabi Empirical article 08 August 2023 Pages: 747 - 770
Promoting intrapreneurial behavior in banking: the role of high-performance work systems, knowledge management processes, and supervisor support Lorenzo Revuelto-TaboadaAlexandra Portalanza-ChavarríaFernando Cedeño-Alejandro Empirical article Open access 30 July 2023 Pages: 789 - 817
O2O switching determinants and successful drivers in omnichannel retailing services Pei-Ju Wu Empirical article 28 July 2023 Pages: 771 - 788
The effect of subscription relational bond on customer engagement and stickiness in podcast: the moderating role of social connectedness Yu-Hsin ChenChing-Jui Keng Empirical article 28 June 2023 Pages: 723 - 745
Driving circular tourism pathways in the post-pandemic period: a research roadmap Rocío González-SánchezSara Alonso-MuñozMaría Torrejón-Ramos Review article 08 June 2023 Pages: 633 - 668
Development of a citizen participation public service innovation model based on smart governance Soon Goo HongDonHee Lee Review article 06 June 2023 Pages: 669 - 694
User psychological states and enterprise information systems adoption: evidence from the United States, Zimbabwe, South Korea, and Paraguay Sang-Heui LeeChristine E. FogliassoConnie Shum Empirical article 22 May 2023 Pages: 477 - 497
Using machine learning to explore the determinants of service satisfaction with online healthcare platforms during the COVID-19 pandemic Chengyu LiuYan LiFeng Liu Empirical article 16 May 2023 Pages: 449 - 476
Motivations and attitudes towards consulting eWOM when booking accommodation Beatriz Moliner-VelázquezMaría Fuentes-BlascoIrene Gil-Saura Empirical article Open access 03 May 2023 Pages: 557 - 578
Towards becoming a service-dominant enterprise: an actor engagement perspective Hsin-Hui ChouChao-Chin HuangPei-Yun Tu Case study Open access 24 April 2023 Pages: 607 - 632
Does destination advertisement affect travel motivation, emotion regulation, and visit intention formation? Wee-Kheng TanChia-Hua Fan Empirical article 06 April 2023 Pages: 579 - 606
A qualitative investigation of infusing products with service via strategic alliances among SMEs: a case of servitization Diogo PomboMário Franco Case study Open access 16 March 2023 Pages: 529 - 555
A value-based view of the smart PSS adoption: a study of smart kitchen appliances Ying YuTung-Jung Sung Empirical article 10 March 2023 Pages: 499 - 527
Transforming data into information for smart services: integration of morphological analysis and text mining Minjun KimSilvana Trimi Empirical article 03 March 2023 Pages: 257 - 280
Perceived value of AI-based recommendations service: the case of voice assistants K AkdimLuis V. Casaló Empirical article Open access 27 February 2023 Pages: 81 - 112
Key concepts in artificial intelligence and technologies 4.0 in services Russell W. BelkDaniel BelancheCarlos Flavián Theoretical article Open access 27 February 2023 Pages: 1 - 9
Is the hotel industry really committed to the environment? Answering using the business models framework María A. QuintásAna I. Martínez-SenraAdela García-Pintos Empirical article Open access 17 February 2023 Pages: 395 - 428
Can robots recover a service using interactional justice as employees do? A literature review-based assessment Mathieu LajanteDavid RemischNikita Dorofeev Review article 12 February 2023 Pages: 315 - 357
How independent should a board be? Examine the corporate social responsibility performance in the US healthcare sector Vicky Ching Gu Empirical article 10 February 2023 Pages: 695 - 721
Are customer star ratings and sentiments aligned? A deep learning study of the customer service experience in tourism destinations Enrique BigneCarla RuizAntonio Cuenca Empirical article Open access 06 February 2023 Pages: 281 - 314
The relationship between entrepreneurial orientation and success of foodservice business: effects of religion Seongbae LimSung Tae Kim Empirical article 03 February 2023 Pages: 429 - 448
Barriers and opportunities of digital servitization for SMEs: the effect of smart Product-Service System business models Marie-Anne Le-DainLamiae BenhayounMarine Liard Empirical article 03 February 2023 Pages: 359 - 393
Humans and/or robots? Tourists’ preferences towards the humans–robots mix in the service delivery system Stanislav IvanovCraig WebsterFaruk Seyitoğlu Empirical Article 23 December 2022 Pages: 195 - 231
How monetization mechanisms in mobile games influence consumers’ identity extensions Miikka J. LehtonenJ. Tuomas HarviainenAnnakaisa Kultima Empirical Article 21 December 2022 Pages: 113 - 136
Digital transformation trends in service industries HeeSoo ChinDurga Prasad MarasiniDonHee Lee Review Article 20 December 2022 Pages: 11 - 36
Correction to: Female-driven social entrepreneurship in service business Alicia Mas-Tur Correction Open access 21 November 2022 Pages: 797 - 798
Live support by chatbots with artificial intelligence: A future research agenda Mark Anthony CamilleriCiro Troise Theoretical article 10 November 2022 Pages: 61 - 80
Working with AI: can stress bring happiness? Sandra Maria Correia LoureiroRicardo Godinho BilroDiogo Neto Empirical article 04 November 2022 Pages: 233 - 255
Exploring the antecedents of customers’ willingness to use service robots in restaurants Sebastian MolinilloFrancisco Rejón-GuardiaRafael Anaya-Sánchez Empirical article Open access 02 November 2022 Pages: 167 - 193
Company websites and mobile apps versus social media: which service experience creates more customer value for online travel agencies? Ja-Shen ChenPiyanoot KamalanonThanyamai P. Janupiboon Theoretical article 31 October 2022 Pages: 1081 - 1110
