...Chris Meyer; David Cohen; Sudhir Nair Purpose The paper aims to fill this gap by positing a framework that considers the service automation decision as a matter of knowledge management: a choice between human resident and codified knowledge assets. Design/methodology/approach The paper...

... re-use rights only With the ever-increasing adoption of technology and automation radically changing the nature of service delivery, the purpose of this paper is to explore the role of human touch, introducing hospitable service as an enhancement for value creation in service organizations...

...-automation experiences. Tourism and hospitality services prevail under varying levels of infrastructure, organization and cultural constraints. This paper provides an overview of potential disruptions and developments and does not delve into individual destination types and settings. This will require...

...Mohammad Al‐Hawari; Tony Ward; Leonce Newby Purpose The main purpose of this paper is to highlight the significance of service quality factors on customer retention within the Australian traditional and automated banking contexts. Design/methodology/approach The relative importance...