... vs on demand) on trust and acceptance. The aim is to provide service providers with insights into how to optimize the format of explanations to enhance consumer evaluations of AI-based services. Design/methodology/approach Drawing on the literature on explainable AI (XAI) and information overload...

...Ahmad Beltagui; Marina Candi; Johann C.K.H. Riedel Purpose The purpose of this paper is to identify service design strategies to improve outcome-oriented services by enhancing consumers’ emotional experience, while overcoming customer variability. Design/methodology/approach An abductive...

...Rohit Verma; Jorge Teixeira; Lia Patrício; Nuno J. Nunes; Leonel Nóbrega; Raymond P. Fisk; Larry Constantine Purpose Customer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers, who consider...

...Cho Sung‐Eui Purpose The purpose of this study is to develop new frameworks for operations strategy and service system design in electronic commerce (EC) to provide strategic insights to academics and practitioners. Design/methodology/approach Product/service process matrices for intangible...

... and the cost of waiting in term of its impact on future purchases. The approach presented can be used with modification in designing service configurations for a variety of service organizations. As a result of high customer interaction in the service delivery process, service operations face a trade‐off...

... explicit; it is the first step towards questioning their adequacy and taking full advantage of new approaches and techniques. The manufacturing paradigm is focused on goods. It is technology‐oriented and R&D, design, engineering, mass manufacturing,mass marketing, large‐scale operations...

... in a way that establishes rational connections between seemingly unrelated operating events. Service technique is viewed as a way of doing things designed to optimise customer satisfaction while maximising employee satisfaction. The service map is presented as a managerial tool for discovery of the service...