... only Phygital experience Generation Z Museum Museum engagement Experiential marketing Cultural consumption Service innovation Immersive technology The experiential marketing mix (7es) Co-creation Culture Customer engagement In the past 20 years, the term “phygital” has come...

...-use rights only Competences Service innovation Employee Professional services Business performance In the current service landscape, employees are conceptualized as internal customers of the workplace, demanding a collaborative culture, empowering technologies and an employer value...

...Rıfgı Buğra Bağcı; Mertcan Taşçıoğlu Purpose Grounded in Resource Dependence Theory and Social Exchange Theory, this study aims to examine the relationship between service innovation, trust dimensions (competence, contractual and goodwill) and relational performance. In addition, it analyzes...

...” by integrating technology without compromising experiential authenticity. The framework emphasizes enhanced service innovation and positive impact across individual, organizational, community and environmental levels. Research limitations/implications PSR opens new avenues for service research...

... generational thinking can disregard consumer diversity and hinder inclusive service innovation. Design/methodology/approach This viewpoint synthesized research from marketing and psychology to critically examine the assumptions and limitations of generational segmentation. An extended lifespan–informed...

... commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this licence may be seen at Link to the terms of the CC BY 4.0 licence. Service innovation service design service ecosystem Service marketing and management...

... feasible business service innovations” (p.226) The pandemic as a global crisis impacting SMEs in the textile industry in Taiwan Empirical case study. World Cafe ́ conversation method with focus group interviews with 18 experts and professionals from industry, academia and research in Taiwan “Service...

... rights only Science fiction Star Trek Analogies Narratives Scientific knowledge dissemination Service innovation Digital Service theatre Service: The final frontier. These are the voyages of the Service Community. Its continuing mission: To explore strange new service worlds; to seek...

... and capabilities arranged to provide such strategic circular service offerings? Service innovation Industry Business-to-business services Case study method Circular economy Responsible consumption and production (SDG 12) Innovation and infrastructure (SDG 9) An internal qualification...

...Fatemeh S. Shahmehr; Amrik Sohal; Seyed Mohammad Sadegh Khaksar Purpose This study aims to explore how not-for-profit organisations (NFPs) adopt service innovation and improve their employee resilience capabilities as a response to environmental changes arising from marketisation of public...

...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...

... and the patients in service systems Empirical, health care Bowen, 2015^a Service employees/frontline employees and their key roles in services Innovator Bring in user insights and ideas to innovation processes Conceptual Differentiator The “human touch” influencing customers’ experiences...

... 11 2023 © Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only Conceptual Customer service Digital Digitization Service innovation Technology and service SDG 8 SDG 9 Decent work Industry Innovation and infrastructure The United...

...Nijs Bouman; Lianne Simonse Purpose Engaging with customers and addressing unmet value have become increasingly challenging within multi-stakeholder environments of service innovation. Therefore, this paper aims to address this challenge by studying how strategic design abilities address unmet...

... 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...

...Andrés Barrios; Sonia Camacho; Catalina Estrada-Mejia Purpose This paper aims to explore the intersection between service and social innovation, using a service-dominant logic (SDL) ecosystem approach to analyze how service innovations cocreate transformative value for individuals and communities...

... of deterring customer misbehaviour. Service innovation Consumer deviance Robotics Servicescape Emergent service technologies such as artificial intelligence, robotics and augmented reality are radically transforming the customer experience in service industries (Kunz et al., 2019...

...Giang Hoang; Tuan Trong Luu; Tuan Du; Thuy Thu Nguyen Purpose Employee’s service innovative behavior lays the groundwork for bottom-up innovation and ongoing service improvement in service firms. Therefore, it is vital for service organizations to understand the antecedents of employees service...

...., 2015 ; Larson, 2019 ; Leung and Matanda, 2013 ; Orel and Kara, 2014), and so on. However, studies focusing on IUCVS, a new smart service in retailing, remain scant. Service innovation Structural equation modeling Smart services Intellectual unmanned convenience store Self-service technology...

.../legalcode This paper aims to investigate whether and why the base of the pyramid (BOP) actors display passive innovation resistance because of which they reject service innovations without evaluation and forfeit potential to improve their well-being. The resourceness concept, referring...