Earlycite

Conceptual Paper June 10 2026
An empirics-first approach to problem formulation in service research: an illustration using the Cynefin framework
Anders Gustafsson; Jonas Holmqvist; Tohid Ghanbarpour
Journal of Service Management (2026) https://doi.org/10.1108/JOSM-04-2026-0291
View articletitled, An empirics-first approach to problem formulation in service research: an illustration using the Cynefin framework
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Conceptual Paper June 2 2026
The intersection of service delivery and public policy
Ronald Paul Hill; Sarah Mady
Journal of Service Management (2026) https://doi.org/10.1108/JOSM-09-2025-0468
View articletitled, The intersection of service delivery and public policy
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Research Article May 8 2026
Small gestures, big meaning: how healthcare staff engage in patient-directed organizational citizenship behavior to create shared moments of joy
Maarten Volkers
Journal of Service Management (2026) https://doi.org/10.1108/JOSM-12-2024-0525
View articletitled, Small gestures, big meaning: how healthcare staff engage in patient-directed organizational citizenship behavior to create shared moments of joy
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Viewpoint April 7 2026
Services for older adults: challenges and opportunities in the longevity economy
Bo Edvardsson; Maria Colurcio; Vania Vigolo
Journal of Service Management (2026) https://doi.org/10.1108/JOSM-07-2025-0338
View articletitled, Services for older adults: challenges and opportunities in the longevity economy
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Research Article April 3 2026
From support to empowerment: AI-enabled transformative service for positive aging
Alei Fan
Journal of Service Management (2026) https://doi.org/10.1108/JOSM-08-2025-0384
View articletitled, From support to empowerment: AI-enabled transformative service for positive aging
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Research Article March 23 2026
University–industry collaboration for AI-driven service innovation
Alexandra Kriz; Zhe Cao; Nicole Hartley; Martie-Louise Verreynne; Marta Indulska; Viktor Vegh
Journal of Service Management (2026) https://doi.org/10.1108/JOSM-12-2024-0545
View articletitled, University–industry collaboration for AI-driven service innovation
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Viewpoint February 24 2026
Measuring customer perceptions of innovativeness
Valarie A. Zeithaml
Journal of Service Management (2026) https://doi.org/10.1108/JOSM-08-2025-0397
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Conceptual Paper January 9 2026
Balancing truth and lies: ethical management of AI in service encounters
Hannah Snyder; Lars Witell; Allard C.R. van Riel; Thomas Magor; Shannon Lutze; Ursula Sigrid Bougoure
Journal of Service Management (2026) https://doi.org/10.1108/JOSM-12-2024-0538
View articletitled, Balancing truth and lies: ethical management of AI in service encounters
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Conceptual Paper December 23 2025
Navigating circular economy adoption: a service ecosystem perspective
Alexandria M. Gain; Roderick J. Brodie; Joya A. Kemper; Claudia Gonzalez-Arcos; Macarena Tabilo; Ellen Derbyshire
Journal of Service Management (2025) https://doi.org/10.1108/JOSM-12-2024-0539
View articletitled, Navigating circular economy adoption: a service ecosystem perspective
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Research Article December 11 2025
Cyber-attackers as a social force: conceptualizing value sabotage in cybersecurity services
Ivano Bongiovanni; David Goyeneche; Elinor Tsen; Edidiong Christopher James; Priyanka Singh; Ryan Ko
Journal of Service Management (2025) https://doi.org/10.1108/JOSM-12-2024-0537
View articletitled, Cyber-attackers as a social force: conceptualizing value sabotage in cybersecurity services
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Conceptual Paper December 5 2025
Digital twins: a game changer in customer experience
Janet R. McColl-Kennedy; Mohamed Zaki; Tor W. Andreassen; Leonard V. Coote; Edgar Brea; Fiona Willer; Joel Andrade
Journal of Service Management (2025) https://doi.org/10.1108/JOSM-12-2024-0540
View articletitled, Digital twins: a game changer in customer experience
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Research Article December 2 2025
Being innovative as a company in an aging society
Werner H. Kunz; Lola C. Duque; Luis Santamaria; Helle Alsted Søndergaard; Per Kristensson
Journal of Service Management (2025) https://doi.org/10.1108/JOSM-06-2025-0278
View articletitled, Being innovative as a company in an aging society
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Conceptual Paper November 27 2025
Artificial intelligence and work design: implications for frontline service employees and future research
Stefan Jooss; David Solnet; Caroline Knight; Asha Worsteling; Tapani Rinta-Kahila; Annissa Hansen
Journal of Service Management (2025) https://doi.org/10.1108/JOSM-12-2024-0535
View articletitled, Artificial intelligence and work design: implications for frontline service employees and future research
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Viewpoint November 6 2025
A Transformative Service Research viewpoint on responsible aging
Raymond P. Fisk
Journal of Service Management (2025) https://doi.org/10.1108/JOSM-03-2025-0143
View articletitled, A Transformative Service Research viewpoint on responsible aging
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Viewpoint October 21 2025
Commentary on “AI as a change agent in an aging society”: advancing practical pathways for service sustainability
Magne Angelshaug
Journal of Service Management (2025) https://doi.org/10.1108/JOSM-08-2025-0382
View articletitled, Commentary on “AI as a change agent in an aging society”: advancing practical pathways for service sustainability
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Research Article October 20 2025
Conscious artificial intelligence in service
Christoph Breidbach; Lars-Erik Casper Ferm; Paul P. Maglio; Daniel Beverungen; Jochen Wirtz; Alexander Twigg
Journal of Service Management (2025) https://doi.org/10.1108/JOSM-12-2024-0536
View articletitled, Conscious artificial intelligence in service
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Conceptual Paper September 18 2025
Responsible aging: integrating individual and intergenerational well-being
Kristina Heinonen; Seidali Kurtmollaiev; Line Lervik-Olsen; Cristina Mele; Sandra Streukens; Tor Wallin Andreassen
Journal of Service Management (2025) https://doi.org/10.1108/JOSM-12-2024-0529
View articletitled, Responsible aging: integrating individual and intergenerational well-being
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Research Article September 8 2025
Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption
Wan Yang; Laurie Wu; Ye Zhang; Stephanie Q. Liu
Journal of Service Management (2025) https://doi.org/10.1108/JOSM-10-2024-0450
View articletitled, Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption
Supplementary data
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Research Article August 12 2025
AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers
Lars Witell; Hannah Snyder; Allard C.R. van Riel; Mohamed Zaki
Journal of Service Management (2025) https://doi.org/10.1108/JOSM-10-2024-0436
View articletitled, AI as a change agent in an aging society: toward the sustainable behavior of service organizations and customers
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Viewpoint June 11 2025
Smart technologies for healthy aging: conceptual and methodological considerations and research directions
Bart Larivière
Journal of Service Management (2025) https://doi.org/10.1108/JOSM-05-2025-0231
View articletitled, Smart technologies for healthy aging: conceptual and methodological considerations and research directions
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Research Article May 8 2025
The healthy aging and service firms: the promise of smart technologies
Jochen Wirtz; John E. G. Bateson; Martina Čaić; Darius-Aurel Frank; Nina Veflen
Journal of Service Management (2025) https://doi.org/10.1108/JOSM-10-2024-0426
View articletitled, The healthy aging and service firms: the promise of smart technologies
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