... context-dependent and technology-specific effects. Practical implications Organizations can optimize service work through top-down redesign and bottom-up crafting, jointly optimizing AI’s characteristics and SMART work characteristics to improve both employee well-being and organizational performance...

...Jane Farmer; Artur Steiner; Sue Kilpatrick; Anthony McCosker; Karen Carlisle; Peter Kamstra Purpose This paper explores how users and providers cocreate value through interacting with online peer support mental health forum technology and offers insights into service ecosystem innovation...

... much about people who still guide organizational design, develop service strategy, place new service technologies and even still serve customers. Also, a people and organization-based competitive advantage is tough to copy, thus possessing sustainability, unlike with imitable technology...

...Dominik Mahr; Jisu Huh The technologies' transformative nature would likely impact different stakeholders in services differently and bring various kinds of benefits and challenges to different aspects of service communication. Some emerging technologies have the potential to change...

... of personalization research beyond existing and outdated review papers. Doing so, it accounts for the impact of new technologies and Artificial Intelligence and aims to advance the next generation of knowledge development on personalization. Personalization efforts, however, also come with a series of challenges...

...., 2020). Additionally, services and supply chains powered by digital technologies, such as Amazon’s Whole Foods, also showed stronger resilience to such adversities (Lin, 2020). Numerous examples and some existing research have demonstrated that with digital initiatives driven by investments...

... media research with a stronger business perspective. Further, although particular new technologies are exciting to discuss, it seems that the importance of customer relationship topics in digital media is not reflected in the current digital media research as needed. Originality/value The article...

... and that various service design issues are dictated by the presence or absence of customer contact. The purpose of this article is to reevaluate the customer contact approach in light of advanced digital technologies. Design/methodology/approach The authors review the origins and history of the customer...

.... The purpose of this paper is to offer a discussion, definition and comprehensive conceptualization of the smart service experience, i.e. the way guests and customers in hospitality and tourism experience and value the use of personalized and pro-active services that the intelligent use of data and technology...

...Byron W. Keating; Janet R. McColl-Kennedy; David Solnet While it is clear that technology is having a profound impact on service, and is contributing to major changes within the eight service domains captured by the papers in the special issue; there were significant differences observed across...

... and technological advances along with fundamental themes that can help to imagine the future of service operations in 2050. In the future, key service management issues will relate to orchestration of activities and resources, complexity of interactions among varied stakeholders, and the elasticity and governance...

...Edwin J. Nijssen; Jeroen J. L. Schepers; Daniel Belanche Purpose – Customers often think that innovations, such as self-service technologies (SSTs), are introduced by service providers to cut costs rather than extend customer service levels. The purpose of this paper is to investigate how...

...B. Ramaseshan; Russel Philip Kingshott; Alisha Stein Purpose – Technological advances and new business models have contributed to the usage of self-service technology (SST) by firms. As SST continues to create organizational efficiencies, firms have jumped on the bandwagon without considering...

... emphasis on the role of culture and technology. Design/methodology/approach – A proposed framework illustrates four factors that nurture socially driven service innovation in emerging economies: solution, inclusion, culture, and technology. Extant literature from studies in India, Latin America...

...Kaisa Snellman; Tiina Vihtkari Compares complaining behaviour in traditional and technology‐based service encounters. Drawing on 160 negative critical incidents within Finnish retail banking, shows that, contradictory to common predictions, there are no significant differences in the complaining...

...Saligrama Agnihothri; Nagaraj Sivasubramaniam; Donald Simmons The primary objective of this paper is to propose a theoretical framework for assessing the role and influence of technology in creating an effective field service organization. We examine the role of technology in the context...

...Rhett H. Walker; Margaret Craig‐Lees; Robert Hecker; Heather Francis The use of technology to enable or facilitate the delivery of services has the potential to benefit customers and service providers alike. Correspondingly, however, the purposes to which technology is put, and the manner in which...

...Paulo J. Gomes; Larry C. Meile The paper proposes that improvements in the productivity of process technology can be achieved by analyzing and instituting changes in the rules and methods through which work is organized. The implementation of information‐based process technology in a bank’s check...

...L. Michelle Bobbitt; Pratibha A. Dabholkar Technology‐based self‐service is growing at a tremendous rate all over the world, but a strong unifying theory to understand this form of service is lacking. Proposes a comprehensive conceptual framework that incorporates several well‐known attitudinal...

...Ling X. Li; David A. Collier The stimulus for this research is that as US hospitals and health care organizations become more competitive, wise investments in technology and quality improvement are keys to financial success and survival. A structural equation model is hypothesized using...