... for service organizations. It focuses on how artificial intelligence can facilitate behavioral change among managers, employees and customers, ultimately leading to more sustainable service systems and effective management of an aging population. Originality/value Viewpoint on the contribution to service...

...Rodoula H. Tsiotsou; Sertan Kabadayi; Jennifer Leigh; Julia Bayuk; Brent J. Horton Purpose This paper seeks to deepen and improve our understanding of business ethics in services by developing a typology that reconciles and integrates disparate and often conflicting ideas and viewpoints while...

...T. Bettina Cornwell; Abby Frank; Rachel Miller-Moudgil Purpose The purpose of this work is (1) to supply a framework of actors in sport sponsorship and articulate the service relationships that support these partnerships and (2) to propose research questions in this space that are unaddressed...

.../methodology/approach – This study reports on quantitative data from a survey of two service contexts which vary in their degree of customer-employee contact and customization. In total, 360 usable questionnaires were collected, and the data were analyzed using multi-group structural equation modeling...

...Lerzan Aksoy; Allard van Riel; Jay Kandampully; V. Kumar; Veena Chattaraman; Carmen Neghina; Bernd Skiera; Lerzan Aksoy; Alexander Buoye; Joerg Henseler Purpose The purpose of this paper is to provide insights into the benefits of data‐driven services marketing and provide a conceptual framework...

...Yonggui Wang; Jay Kandampully; He (Michael) Jia Purpose The aim of this article is to examine the interaction effect of customization mode and regulatory focus on the “tailoring” outcomes of customized services in both the number of options retained and consumer evaluations. Design/methodology...

...Rohit Verma; HaeEun Helen Chun; Michael Giebelhausen Purpose The purpose of this research is to first demonstrate a “green backlash” effect whereby evaluations of a large service organization decrease after the organization announces a new green practice and second, explore how the presence...

...Rohit Verma; Michele Esteves Martins; Guilherme Silveira Martins; João Mario Csillag; Susana Carla Farias Pereira Purpose The purpose of this paper is to characterize and discuss the collaborative network formed by researchers that published about services in the top journals in Operations...

...Rohit Verma; Irene Ng; Glenn Parry; Laura Smith; Roger Maull; Gerard Briscoe Purpose The purpose of this paper is to present a visualisation of the firm's offering from a service‐dominant logic (S‐DLogic) perspective. The case of Rolls‐Royce is presented as an avenue through which to explore...

...Javier Reynoso Those service researchers, who are also football fans, would find chapter four very interesting and illustrative. Here, the publication goes on to discuss the value creation models of Real Madrid and FC Barcelona, two of the most prestigious Spanish football clubs. Authors present...

...Fredrik Nordin; Daniel Kindström; Christian Kowalkowski; Jakob Rehme Purpose The purpose of this paper is to examine the risks for manufacturing companies of extending their traditional goods offerings by the addition of different kinds of services. Design/methodology/approach The study...

... development projects in European companies, examined how these companies use different market research techniques and how this relates to the profit margins of new products and services. Study II designed an experiment with 50 users of a consumer good and evaluated the contribution of different market...

...Bernd Stauss; Pim den Hertog; Wietze van der Aa; Mark W. de Jong Purpose The purpose of this paper is to identify and reflect on a set of dynamic capabilities for managing service innovation and applies a dynamic capabilities view (DCV) of firms for managing service innovation. Design...

...Bernd Stauss; Kristina Heinonen; Tore Strandvik; Karl‐Jacob Mickelsson; Bo Edvardsson; Erik Sundström; Per Andersson Purpose The paper seeks to introduce to a new perspective on the roles of customers and companies in creating value by outlining a customer‐based approach to service. The customer's...

...Bernd Stauss; Nina Löfberg; Lars Witell; Anders Gustafsson Purpose The paper seeks to investigate how and why service strategies differ among manufacturing companies at different positions in a supply chain. Design/methodology/approach The research was based on a multiple case study of three...

... sufficient, and a wider selection of keywords to identify them might have captured a richer variety of concepts and opinions. Originality/value This structured and critical review contributes to the literature on services and solutions, by developing a conceptual framework as a basis for future studies...

...Michael J. Tews; John W. Michel; Brian D. Lyons Purpose While personality is often deemed important, few studies have examined the relationship between general mental ability (GMA) and job performance for entry‐level service employees. As such, the present study aims to examine the impact of GMA...

...Heiko Gebauer; Bo Edvardsson; Margareta Bjurko Purpose The purpose of this paper is to examine if there is a relationship between the interdependence among different components of service culture and performance. This paper also contributes to the discussion on how integrating or separating...

...Pia Hurmelinna‐Laukkanen; Paavo Ritala Purpose Profiting from service innovations can be challenging. It is not only a question of pricing and marketing the services appropriately, but also of keeping competitors from imitating them. The purpose of this paper is to discuss how service innovation...

...Heiko Gebauer; Thomas Fischer; Elgar Fleisch Purpose The purpose of this paper is to explore the patterns of service strategy changes in manufacturing firms and indicates how each pattern is interrelated with modifications in organizational design elements. Design/methodology/approach...