... AI Signaling theory Expectation-disconfirmation Trust fragility ANOVA Customer service Higher education Frontline service employees Artificial intelligence  The front end of the service sector is experiencing a radical transformation enabled by the implementation of generative...

...: No potential conflict of interest was reported by the author(s). 01 04 2025 02 09 2025 31 10 2025 15 12 2025 © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Entrepreneurship Co-creation Higher education Living labs...

... increasingly seek affordable, high-quality care abroad. Higher education, long a US stronghold, faces growing competition from globally ranked institutions overseas, while online credentialing platforms disrupt traditional degree pathways. Even in entertainment, Las Vegas has been overtaken by Macau...

... constructs associated with the desire for information and inclusion. Design/methodology/approach This research was conducted within the higher education sector of the service industry. FOMO served as the IV. The mediators represented context-specific aspects of campus involvement and inclusion...

... this transformation successful. Self-efficacy Online learning Learning satisfaction Knowledge acquisition Adaptability to online learning Higher education Structural equation modelling Service delivery Quantitative research Students are perceived as customers engaging in the co-production...

... to propose a service design that could overcome this conflict. Design/methodology/approach To allow for concrete discussions of service design, the proposed design is developed in the context of a specific transformative service: the higher educational service. Findings It is possible to transform...

... 2021 23 01 2022 28 02 2022 02 03 2022 © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only COVID-19 Place attachment Student engagement E-servicescape Tertiary education Crisis management Higher education Customer engagement...

... will fail to meet learners’ expectations for relevant skills and organizational demands for employees who have specific skills for employability. Learners will no longer rely on traditional four-year universities to obtain business skills. Many higher educational pundits had predicted even...

... a poverty context, all contribute to the paper’s originality. Reconnection is also a relatively new concept for readers of JSM. These three areas: funds of knowledge, reconnection and TSR are the backbone of this research. Service innovation Higher education Well-being Case study method...

...@derby.ac.uk 29 11 2018 05 07 2019 10 10 2019 28 10 2019 © Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only Interviews Innovation Qualitative research Customer service Higher education Marketing research Ostrom et al...

... Publishing Limited Licensed re-use rights only Relationship marketing Higher education Relevance Strategic planning Customer experience Service research Managerial relevance Practical relevance Guiding practice Theory is born in practice, is refined in research, and must...

... their organisation. Design/methodology/approach – Conceptual and operational definitions of internal marketing were analysed to generate an item pool for testing. Generated items were then tested in one higher education organisation (n = 205) and in the tourism and hospitality industry with Australian...

... values operate in the evaluation of higher education services. Like other services, marketing has become essential to higher education as universities compete aggressively for students and differentiate their service offerings. Although attribute‐based measures such as SERVQUAL provide useful information...

... a self‐administered questionnaire in the context of higher education services targeted at the international market. Findings Consumers who do manage to get their preferred service brand tend to be more satisfied with the features of the obtained brand and exhibit higher levels of brand loyalty...

...John B. Ford; Mathew Joseph; Beatriz Joseph Intense competition in higher education in many different countries mandates the need for assessments of customer‐perceived service quality for differentiation purposes. An instrument developed specifically from a business education setting was employed...

... repair service problems was respectively 75.8 and 84.5 percent. He contends that such variations are consistent with Hirshman′s notion that “loose monopolies” (e.g. medical care) are characterized by low voice rates. Complaints Customer satisfaction Customer service Higher education Strategy...