... be applied to all touchpoints, thus strengthening seamlessness for omnichannel service deliveries and communications. This research advances knowledge by integrating the concepts of omnichannel and proximity under the lenses of service logic. The author proposes a new theoretical background...

.... Conversational agents TRISEC Customer experience Artificial intelligence Service logic Service management Interactive customer communication technologies, namely conversational agents (CA), are attracting the attention of firms by promises of reduced costs and better service coverage. For example...

..., and complex nature of public services and to recognize the importance of this context. The review calls for an interdisciplinary public service management community to develop, and to assist public managers in leveraging service logic. Originality/value The review positions service research in the public...

.../methodology/approach – This conceptual paper is developed by connecting service logic with an ecosystem perspective, developing theoretical propositions for sustainable service ecosystems at the BoP, and identifying future research direction using this new framework. Findings – The paper first...

... on literature in the fields of service management, service-dominant logic and service logic, consumer culture theory, and service innovation and design, together with invited commentaries by prominent scholars. Findings – A conceptualization is developed for “service experience co-creation,” and multiple...