... to full attribution to the original publication and authors. The full terms of this licence maybe seen at Link to the terms of the CC BY 4.0 licence. Customer value Digital Value creation Frontline service employees Value destruction There has been a significant increase in studies...

... and streaming subscriptions (Klopčič et al., 2020). Their increasing prevalence and churn dynamics necessitate a heightened focus on customer value and loyalty, more so than in conventional industries (Heller and Prasse, 2018). Consequently, service firms are compelled to overhaul their managerial...

... for comprehensible, actionable insights. The continuous development of XAI is crucial for the advancement of ethical AI practices and for fostering an environment where AI supports more informed, equitable and effective decision-making. Service marketing PLS-SEM Service quality Customer value Partial least...

... of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode Resource scarcity Value cocreation Vulnerability Service system resilience Balanced centricity Customer value Conceptual Employee Cocreation Well-being An acceleration of megatrends including climate change...

... strategy Engagement Customer value Customer engagement Qualitative research Within the fields of services marketing and innovation, conventional strategies and processes for creating customer engagement evolve. To continuously meet the needs of tomorrow’s socio-economic landscape, customer...

... components of co-creation behavior, which in turn influence the service value differently. SCL not only solely facilitates co-creation behavior but also directly increases customer value. SCL can be cultivated by social support and frontline employee interaction. Practical implications The findings offer...

... into the impact of value co-creation through different groups of customers. Value co-creation Sustainability Brand equity Satisfaction Generational cohorts PLS-SEM Customer value The specific nature of services, characterised by intangibility and simultaneous production and consumption...

... encounter Service systems Qualitative research Customer value Frontline service employees Interaction value formation Value co-formation Value co-creation Value co-destruction Practice theory Practice elements Vulnerable customers In comparison to service ecosystem and resource theory...

... such as SEFF, NSI and TCO affect experience value creation/destruction. Surprisingly, NSI creates value, revealing MMT as hybrid self-service technology. Customer value Customer service Customer experience Self-service technology Technology and service Mobile money transfer Senegal Africa...

...-creation at the dimension level involves a reconfiguration of its components, especially if specific components of that dimension no longer exist. Qualitative research Customer value Social marketing Driving retirement Value creation Value destruction Value re-creation They posit...

... and adoption intention varies depending on the type of customer value provided by self-service technology. Moreover, the authors improve the understanding of “older” consumers by comparing the adoption behavior through three proxies that express consumer aging: chronological age, subjective age and future time...

... decades of service research. The reflections in this paper originate from this unique perspective. Customer value New service development Customer service Service delivery Service design Customer experience Service product Productization of service Service research Services marketing...

... Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Interviews Qualitative research Customer value Consumer value Value creation Value destruction Disability Vulnerability Human services support people who are experiencing situations that require external...

... and can benefit both shoppers and retailers. To the best of the authors’ knowledge, this research represents the first academic examination of the impact of shopper solutions. The authors identify key mediating and moderating influences of the effects of solutions. Customer value Retail...

...@newcastle.edu.au 04 07 2019 17 11 2019 21 01 2020 11 02 2020 16 02 2020 16 02 2020 © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Customer value Longitudinal Well-being Base of the pyramid Transformative...

... of service for customers and users using them. This paper represents an original attempt to illustrate that. Customer value Innovation Service co-creation Service dominant logic (SDL) In this way, developing and implementing future service technologies always implies a balancing act...

.... Big Data Strategy Customer value Customer service Service encounters Business model Digital Service Customer experience Digital economy Digital transformation strategy Data-driven business models Machine learning AI Digital technologies Mohamed Zaki can be contacted at: mehyz2...

... in service co-creation for vulnerable consumers and we introduce research questions according to vulnerability definitions and the organising framework of DART. The paper concludes with a discussion of the theoretical and practical implications from this discussion. Customer value Agency Co...

.... Findings The theoretical framework found support for most hypothesized relationships showing how online-service design characteristics induce an identified set of customer value perceptions that influence customer feedback and collaboration intentions. Research limitations/implications The sample...

... and brand loyalty, is critical to service organizations. Brand loyalty Customer value Relative advantage Consumer brand engagement behavior Service concept newness Civilai Leckie can be contacted at: cleckie@swin.edu.au 31 01 2017 15 05 2017 31 07 2017 © Emerald...