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Journal Articles

Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape

Zeya He, Laurie Wu, Xiang (Robert) Li
Journal: Journal of Service Management
Journal of Service Management (2023) 34 (4): 657–695.
https://doi.org/10.1108/JOSM-11-2021-0429
Published: 21 December 2022
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Includes: Supplementary data
Journal Articles

Building organizational resilience with digital transformation

Zeya He, Huiling Huang, Hyeyoon Choi, Anil Bilgihan
Journal: Journal of Service Management
Journal of Service Management (2023) 34 (1): 147–171.
https://doi.org/10.1108/JOSM-06-2021-0216
Published: 24 January 2022
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Journal Articles

Robotic involvement in the service encounter: a value-centric experience framework and empirical validation

Laurie Wu, Alei Fan, Yang Yang, Zeya He
Journal: Journal of Service Management
Journal of Service Management (2021) 32 (5): 783–812.
https://doi.org/10.1108/JOSM-12-2020-0448
Published: 09 June 2021
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Journal Articles

Creating innovation that drives authenticity

Timothy Lee Keiningham, Zeya He, Bas Hillebrand, Jichul Jang, Courtney Suess, Laurie Wu
Journal: Journal of Service Management
Journal of Service Management (2019) 30 (3): 369–391.
https://doi.org/10.1108/JOSM-12-2018-0383
Published: 03 June 2019
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