Issues

Employee–customer relationships: facilitator or barrier for the integration of service robots in frontline service environments

Szu-Yu Chou
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The innovation–sustainability nexus: how communication channels shape perceptions and outcomes

Anissa Fedji; Tor Wallin Andreassen; Lars Witell
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AI agents in service experience: towards autonomous and conscious agency

Mohamed Shaikh; Ashen Joseph; Helen Zhao; Abdullah Al Assadi; Jan Hendrik Bluemel; David Diaz; Mohamed Zaki
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Addressing vulnerability in customer experience with AI-agents

Gautam Jha; Jesse Wright; Aishwarya Singhal; Yaofu Zhang; Jamie Burton; Janet R. McColl-Kennedy
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How generative AI companions alleviate situational vulnerability and enhance consumer well-being

Ahmed Gamal Elkattan; Toni Ekroos; Stefan Biscevic; Ruusa Ligthart; Dahlia El-Manstrly
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Cultivating institutional imagination through service design: speculating on alternative logics in the Estonian mental health service ecosystem

Eva Liisa Kubinyi; Josina Vink
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Navigating digital servitization in manufacturing SMEs through value propositions

Bjørn Ronny Vien; Bård Tronvoll; Rolf Findsrud
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Value co-creation: capturing the causal complexity of organizational capabilities

Mikèle Landry; Olivier Furrer
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