...Evelyn Lopez; Jose A. Flecha-Ortiz; Maria Santos-Corrada; Virgin Dones Purpose The COVID-19 pandemic has significantly affected service small- and medium-sized enterprises (SMEs), increasing the importance of understanding how these businesses can become more resilient and how service innovation...

... on a sample of n = 307 who had travelled and n = 277 who had not during the COVID-19 pandemic (N = 584). A replication study (N = 290) is also undertaken to assess the robustness of the hierarchy of effects uncovered in the main study. Data were analysed using structural...

... undergraduate and postgraduate students at a major New Zealand university during the COVID-19 pandemic in 2020. The questionnaire consisted of 23 items relating to three dimensions of online student engagement and 19 items referring to six dimensions of campus attachment. Findings Results of the exploratory...

... affect their work outcomes. This study aims to examine the moderating effect of experiencing an imminent environmental crisis (i.e. the COVID-19 pandemic) on the relationship between customer incivility, work engagement and job crafting, using pre- and postpandemic samples. Design/methodology/approach...

...Omar S. Itani; Linda D. Hollebeek The paper unfolds as follows. In Section 2, we review key research on consumers’ health locus-of-control during and beyond COVID-19, followed by our hypothesis development in Section 3. In Section 4, we outline our research methodology, followed...

... rights only Access-based services (ABS) have been adversely impacted by the COVID-19 pandemic. This study aims to validate customer barriers to ABS focusing on the contamination barrier. As service employees’ presence violates the COVID-19 physical distancing norms and heightens contamination...

... regarding its manifestation under less regular conditions, including disaster/pandemics. This study, therefore, aims to explore CBE with essential/non-essential service during COVID-19-prompted citizen lockdown. Based on a review, the authors develop a framework of lockdown-based CBE with essential...

...Mark Scott Rosenbaum; Rebekah Russell-Bennett Purpose The aim of this paper is to encourage service researchers to consider the long-term or permanent impact of the coronavirus-2019 (COVID-19) on services, service delivery, organizational structures, service providers and service systems from...

...Sertan Kabadayi; Genevieve E. O’Connor; Sven Tuzovic Purpose This paper aims to synthesize the widespread economic impact of the outbreak of COVID-19 and presents a new concept, service mega-disruptions (SMDs), which refers to fast moving market disturbances at a massive scale caused by a pandemic...