...Khanh Bao Quang Le; Laszlo Sajtos; Karen Veronica Fernandez Purpose Collaboration between frontline employees (FLEs) and frontline robots (FLRs) is expected to play a vital role in service delivery in these increasingly disrupted times. Firms are facing the challenge of designing effective FLE-FLR...

... large. This article calls for incorporating connection through design into healthcare as a way to bridge this gap. Healthcare Design thinking Connection Collaboration The gap between the service that healthcare aims to deliver – and what it actually delivers – is unacceptably large...

...Raymond P. Fisk; Linda Alkire (née Nasr); Laurel Anderson; David E. Bowen; Thorsten Gruber; Amy L. Ostrom; Lia Patrício Purpose Elevating the human experience (HX) through research collaborations is the purpose of this article. ServCollab facilitates and supports service research collaborations...