... 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...

... 2024 Emerald Publishing Limited Licensed re-use rights only Customer engagement behaviors (CEBs) Customer-to-customer interactions (CCIs) Service delivery Customer identification Structural equation modeling In 2024, the e-services marketplace is expected to generate $385bn...

... 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...

... equation modelling Service delivery Quantitative research Students are perceived as customers engaging in the co-production of education services by contributing to e-servicescapes. These service modalities of instructional delivery changed the landscape for many universities during the pandemic...

... 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...

... Transformative Service Research Well-being Service delivery Service ecosystem Service processes A refugee is defined as “someone who is unable or unwilling to return to their country of origin owing to a well-founded fear of being persecuted for reasons of race, religion, nationality, membership...

...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...

... thinking about measuring consumer effort and a unique approach to accounting for effort perceptions of traditional F2F service vs SST. Customer experience Customer service Service recovery Self-service technology Technology and service Service delivery Service innovation, driven...

... service professionals can assist consumers with making appropriate service-related decisions and purchases. Self-efficacy Service purchase Medical insurance Decision-making Professional services Structural equation modeling Health services Service delivery If professional service...

... to marketing theory and practice. Meike Eilert can be contacted at: eilert@gmail.com 01 12 2020 23 04 2021 02 06 2021 02 06 2021 © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Qualitative research Service delivery...

... research Customer experience Financial services Service delivery Servicescape Access to financial services and the consumption of these services are both necessary and important to the sound and efficient functioning of any economy. The financial services system connects the participants i.e...

... as vulnerable, in the health-care services context, is affected by the care interactions between caregivers 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...

... 2020 01 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...

... 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...

... 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...

...Tali Seger-Guttmann; Hana Medler-Liraz Purpose Service research has highlighted the role of emotional labor in service delivery but has neglected service employees’ actions. This study aims to distinguish between the recurrent in-role and extra-role actions of service employees and to examine...

... that service and marketing are neglected topics that need to be studied and further developed has not been made. The paper emphasizes that service marketing research also needs to return to its roots and suggests possible directions for future research. Service delivery Customer participation Service...