... Publishing Limited Licensed re-use rights only Goal orientation Service quality Service context Technical quality Functional quality Multilevel analysis Service operators Service encounter Service strategy Service delivery Frontline service employees National Science and Technology...

... Service delivery Artificial intelligence (AI) is rapidly transforming service encounters, not only by improving efficiency and personalization but also by reshaping how value is cocreated in socio-technical service systems (Bock et al., 2020 ; Huang and Rust, 2018 ; Wirtz and Stock...

... Practice styles Services marketing Service design Service delivery More than 60% of managers indicated that to them, market segmentation is like a “black box,” and they have difficulties interpreting presented segmentation solutions. – (Dolnicar and Lazarevski, 2009 , p . 357...

...Woojeong Kim; Joonhwan In Purpose This study aims to conceptualize hospital digitalization in two dimensions: service delivery (supply side) and engagement (demand side). It empirically examines how the complementarity between these two forms of digitalization relates to hospital performance...

...Bang Ning Hwang; Siriprapha Jitanugoon; Pittinun Puntha Purpose This study aims to investigate how artificial intelligence (AI) integration in service delivery influences sustainability and business performance in small- and medium-sized enterprises (SMEs) across diverse sectors. It further...

... a customer’s sense of identification. While previous research has explored aspects of virtual and in-person service delivery separately, ours is only the second study that we are aware of to directly compare how the two formats affect CEBs (see Sim and Plewa, 2017), and the first to examine how the CCI...

... of the first known studies to provide empirical evidence of the role of customer perceptions of VA empathy and risk on VA adoption in service delivery. It goes beyond VA adoption research to provide empirical evidence of the impact of VA adoption on actual usage intensity. By extending the UTAUT and SRT...

... 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 of education services by contributing to e-servicescapes...

... companionship, cleaning and/or communication needs in the homes of older adults from CALD backgrounds to increase their overall well-being. Service innovation Service encounter Well-being Robotics Service delivery The rise of the service industry has become important to economic growth in many...

... review Communities of Practice Transformative Service Research Well-being Service delivery Service ecosystem Service processes The world is witnessing the largest refugee crisis on record. As of December 2020, nearly 26.4 million refugees are exiled from their home countries due to conflict...

...Matthew L. Meuter Purpose This study aims to propose research directions for service providers to most effectively navigate through (and beyond) the post-pandemic service delivery challenges from a North American perspective. Design/methodology/approach This paper is based on the personal...

... perceives-more important than the service delivery method itself. Thus, unique contributions in this work include a deep exploration of a consumer construct (surface acting), revised thinking about measuring consumer effort, and a unique approach to accounting for effort perceptions of F2F service...

... equation modeling Health services Service delivery The original definition of perceived self-efficacy, put forth by Bandura (1997) , is “belief in one’s capabilities to organize and execute the courses of action required to produce given attainments” (p. 3), although variations...

... their dual roles as individuals and brand representatives. This study offers nuanced insights into different types of signals and their application in a service context. Qualitative research Service delivery Customer service Frontline service employees Authenticity – being true to oneself...

... access to financial services, decrease disparity and ensure consumers’ financial well-being. Qualitative research Customer experience Financial services Service delivery Servicescape Access to financial services and the consumption of these services are both necessary and important...

... and elderly patients. The support provided to hospital staff in this context helps to maintain patients’ well-being and dignity. Qualitative research Health services Well-being Service delivery Customer participation Frontline service employees Elderly patients Vulnerability Health-care provision...

... 11 2020 © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Trends Customer service Service encounter Service delivery Servicescape Service processes Chronological age Cognitive age Future time perspective Age is a weird variable...

... development Customer service Service delivery Service design Customer experience Service product Productization of service Service research Services marketing Research impact Using this service product approach even for specific experiences was instrumental for LUX*’s turnaround story from...

... quality and the underlying emotional mechanisms. Ismail Karabas can be contacted at: ikarabas@murraystate.edu © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Customer experience Emotions Service delivery Service systems Service quality...

... AI-based service delivery affects the roles of customer expectations and satisfaction in the evaluation of exchanges Does replacement AI change customers’ expectations for service? What are the drivers of satisfaction for AI-based service? Relationship marketing (207,000 Google Scholar search...