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Content
June 2025, Volume 19, Issue 2
- 1-16 Leveraging AI in arts: a case study of music creating venture EnterArts
by Suk-Ki Hong & Hong-Hee Lee - 1-23 Recipes for consumer loyalty intentions toward AI speakers: A complexity theory approach
by Sooyun Kim & Minjeong Ko & Luri Lee - 1-35 Serving with masks: a comparative analysis of flight attendants’ emotional labor between normal and COVID-19 times
by Anna D. Winkler & Nina Pihan & Dieter Zapf & Marcel Kern
March 2025, Volume 19, Issue 1
- 1-1 Correction: Network embeddedness and service innovation: the mediating role of knowledge co-creation and the moderating role of digital transformation
by Liming Zhang & Yuxin Yi - 1-19 Influence of religion on the entrepreneurial mindset and the mediating role of entrepreneurial self-confidence: a study of the restaurant industry
by Seongbae Lim & Mina Jun & Jeongsoo Han - 1-23 Standardization versus customization in artificial intelligence-based services: what fuels continuous intention to use on digital platforms?
by Sung Yeon Kim & Jin Min Kim - 1-24 Impacts of cybersecurity on hospital efficiency and financial performance
by C. Christopher Lee & Jeong Hoon Choi & Jung Young Lee & Sima Fortsch - 1-26 Who influences family tourism decisions? Incorporating children’s perceptions
by María-Mercedes Rojas-de-Gracia - 1-27 Star wars: customer loyalty for YouTube stars through service innovation and value co-creation
by Jain Saurabh & Jain Dinesh - 1-27 Effects of the industry format on sustainability-oriented service innovation, relationship value, and firm performance
by Antonio Marín-García & Irene Gil-Saura & María Eugenia Ruiz-Molina & Mihaela Simona Moise - 1-28 Optimizing donations for End-of-life healthcare: investments in service diversity initiatives
by Christopher M. Starkey & Soode Vaezinejad & Dara Schniederjans - 1-30 Agility as a mediator in the relationship between quality management and hotel performance
by Eva M. Pertusa-Ortega & Juan José Tarí & José F. Molina-Azorín & Jorge Pereira-Moliner - 1-33 Exploring the effects of external cocreators on service innovation
by Jung-Kuei Hsieh & Chien Hsiang Liao - 1-35 Investigating the effect of AI service quality on consumer well-being in retail context
by Pengyi Shen & Demin Wan & Aonan Zhu - 1-38 Metaverse applications in healthcare: opportunities and challenges
by EuiBeom Jeong & DonHee Lee
December 2024, Volume 18, Issue 3
- 363-393 The role of customer forgiveness and perceived justice in restoring relationships with customers
by Andreawan Honora & Kai-Yu Wang & Wen-Hai Chih - 395-416 Customer and supervisor incivility, psychological distress, and job performance among airport frontline employees: the moderating role of mindfulness
by Do Uyen Tam & Nguyen Thi Mai Trang - 417-431 User satisfaction with the service quality of ChatGPT
by Kim Shin Young & Sang-Gun Lee & Ga Youn Hong - 433-454 The role of authenticity in creating shared value: From the perspective of sports firms’ corporate image and customer loyalty
by Seung Kook Choi & Yonghwi Noh - 455-472 Coping strategies for serial service failures in peer-to-peer sharing services: the power of empathic communication
by Sooyun Kim & Sunmee Choi & Rohit Verma - 473-501 The impact of knowledge incompatibility and communication style differences on patients’ perceived value of online medical consultations
by Jiamin Peng & Lingwen Huang & Yujuan Guo & Xiaoyun Yang & Yue Chen - 503-522 Enhancing flight attendants’ well-being: exploring the impact of social exchange relationships and job crafting
by Sooyun Kim & Donghyun Choi & Heerim Nam - 523-553 Network embeddedness and service innovation: the mediating role of knowledge co-creation and the moderating role of digital transformation
by Liming Zhang & Yuxin Yi - 555-582 How luxury restaurants build brand love through idiosyncratic service experiences: a double-moderated mediation model
by Kuo-Chien Chang & Yi-Sung Cheng & Yao-Chin Wang
June 2024, Volume 18, Issue 2
- 161-192 Operative service delivery planning and scheduling in Product-Service Systems
by Enes Alp & Fabiana Pirola & Roberto Sala & Giuditta Pezzotta & Bernd Kuhlenkötter - 193-222 Synthesizing three decades of digital servitization: a systematic literature review and conceptual framework proposal
by Pedro E. Minaya & Lucía Avella & Juan A. Trespalacios - 223-254 A bibliometric analysis of metaverse technologies in healthcare services
by Seckin Damar & Gulsah Hancerliogullari Koksalmis - 255-285 Perceived retailer innovativeness and its impact on customer engagement behavior in smart retailing
by Kan Jiang & Junyuan Zheng & Meilian Qin & Shaohua Luo - 287-313 Service dyads: understanding the dynamics of social perspective-taking and value co-creation amidst service problems
by Dan Jin - 315-338 The benefits of service employees’ resilience in the workplace: a mediation and moderation analysis
by Kieu-Giang Hoai Le & Nguyen-Hau Le - 339-361 Narcissism on display? Effects of full-shot and medium-shot photographs posted on social media on tourists’ attraction visit interest
by Wee-Kheng Tan & Jia-You Dong
March 2024, Volume 18, Issue 1
- 1-26 A comparative analysis of contactless e-service encounters in online platforms
by Sang M. Lee & Soon Goo Hong & DonHee Lee - 27-27 Correction: A comparative analysis of contactless e-service encounters in online platforms
by Sang M. Lee & Soon Goo Hong & DonHee Lee - 29-51 Diminishing role of regional uniqueness in preference to shop online amid COVID-19: a longitudinal analysis
by Buraj Patrakosol - 53-80 Effects of ambidextrous human capital deployment on the performance of haute cuisine restaurants
by Susana Fernández-Pérez de la Lastra & Gonzalo Sánchez-Gardey - 81-100 Validation of a design orientation scale in the trade and tourism sectors and assessment of its impact on firms’ performance
by Mónica Cantó-Primo & Irene Gil-Saura & Marta Frasquet-Deltoro - 101-131 The impact of internal social responsibility on service employees' job satisfaction and organizational engagement
by Loan Thi-Hong Van & Le Dang Lang & Trong Liem-Phuoc Ngo & João Ferreira - 133-159 The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior
by Joana Boesche Tomazelli & Simoni F. Rohden & Lélis Balestrin Espartel
December 2023, Volume 17, Issue 4
- 819-849 The contingent impacts of dynamic service innovation capabilities on firm performance
by Jun Zhan & Shun Zhang & Silvana Trimi - 851-878 Connecting artificial intelligence to value creation in services: mechanism and implications
by Minjun Kim - 879-911 Adolescents’ attempts at influence and self-reported errors in family vacation decisions: a cross-regional study
by Che-Jen Su & Yi-Fang Lan & Nicolas G. A. Lorgnier & Yung-Kuei Liang & Anne Marie Lebrun & Qiuju Luo & Maria Helena Cavalcanti Silva Belchior & Carlos Eduardo Pinto Pimentel - 913-935 Exploring robot service quality priorities for different levels of intimacy with service
by Ai-Hsuan Chiang & Szu-Yu Chou - 937-962 Doing good for good: how does corporate social responsibility drive customer citizenship behavior? The mediation of engagement, trust, and identification
by Shih-Hao Wu & Stephen Chi-Tsun Huang & Ching-Yi Daphne Tsai & Yu-Xuan You - 963-1000 What Makes Viewers Engage in Live Streaming Shopping during and after the Pandemic: An Affordance Perspective
by Ping Li & Seoyoun Lee & Kyung Young Lee & Sung-Byung Yang & Younghoon Chang - 1001-1024 Flash sales: how consumers’ emotional responses to negative word-of-mouth affect diagnosticity and purchase intentions
by Wee-Kheng Tan & Po-Yen Chen - 1025-1050 Underscoring trainer's lack of effort or talent in service failure of personal fitness training: customers' negative word-of-mouth response
by Sangchul Park & Hyun-Woo Lee & Calvin Nite
September 2023, Volume 17, Issue 3
- 633-668 Driving circular tourism pathways in the post-pandemic period: a research roadmap
by Rocío González-Sánchez & Sara Alonso-Muñoz & María-Sonia Medina-Salgado & María Torrejón-Ramos - 669-694 Development of a citizen participation public service innovation model based on smart governance
by Soon Goo Hong & DonHee Lee - 695-721 How independent should a board be? Examine the corporate social responsibility performance in the US healthcare sector
by Vicky Ching Gu - 723-745 The effect of subscription relational bond on customer engagement and stickiness in podcast: the moderating role of social connectedness
by Yu-Hsin Chen & Ching-Jui Keng - 747-770 Segmenting travellers of luxury destinations in a post-pandemic era
by Nazia Nabi - 771-788 O2O switching determinants and successful drivers in omnichannel retailing services
by Pei-Ju Wu - 789-817 Promoting intrapreneurial behavior in banking: the role of high-performance work systems, knowledge management processes, and supervisor support
by Lorenzo Revuelto-Taboada & Alexandra Portalanza-Chavarría & Fernando Cedeño-Alejandro
June 2023, Volume 17, Issue 2
- 449-476 Using machine learning to explore the determinants of service satisfaction with online healthcare platforms during the COVID-19 pandemic
by Chengyu Liu & Yan Li & Mingjie Fang & Feng Liu - 477-497 User psychological states and enterprise information systems adoption: evidence from the United States, Zimbabwe, South Korea, and Paraguay
by Sang-Heui Lee & Christine E. Fogliasso & Seunghye Jung & M. Minsuk Shin & Connie Shum - 499-527 A value-based view of the smart PSS adoption: a study of smart kitchen appliances
by Ying Yu & Tung-Jung Sung - 529-555 A qualitative investigation of infusing products with service via strategic alliances among SMEs: a case of servitization
by Diogo Pombo & Mário Franco - 557-578 Motivations and attitudes towards consulting eWOM when booking accommodation
by Beatriz Moliner-Velázquez & María Fuentes-Blasco & Irene Gil-Saura - 579-606 Does destination advertisement affect travel motivation, emotion regulation, and visit intention formation?
by Wee-Kheng Tan & Chia-Hua Fan - 607-632 Towards becoming a service-dominant enterprise: an actor engagement perspective
by Hsin-Hui Chou & Chao-Chin Huang & Pei-Yun Tu
March 2023, Volume 17, Issue 1
- 1-9 Key concepts in artificial intelligence and technologies 4.0 in services
by Russell W. Belk & Daniel Belanche & Carlos Flavián - 11-36 Digital transformation trends in service industries
by HeeSoo Chin & Durga Prasad Marasini & DonHee Lee - 37-59 Applying Industry 4.0 technologies for the sustainability of small service enterprises
by Darshan Pandya & Gopal Kumar - 61-80 Live support by chatbots with artificial intelligence: A future research agenda
by Mark Anthony Camilleri & Ciro Troise - 81-112 Perceived value of AI-based recommendations service: the case of voice assistants
by K Akdim & Luis V. Casaló - 113-136 How monetization mechanisms in mobile games influence consumers’ identity extensions
by Miikka J. Lehtonen & J. Tuomas Harviainen & Annakaisa Kultima - 137-165 Customer comfort during service robot interactions
by Marc Becker & Dominik Mahr & Gaby Odekerken-Schröder - 167-193 Exploring the antecedents of customers’ willingness to use service robots in restaurants
by Sebastian Molinillo & Francisco Rejón-Guardia & Rafael Anaya-Sánchez - 195-231 Humans and/or robots? Tourists’ preferences towards the humans–robots mix in the service delivery system
by Stanislav Ivanov & Craig Webster & Faruk Seyitoğlu - 233-255 Working with AI: can stress bring happiness?
by Sandra Maria Correia Loureiro & Ricardo Godinho Bilro & Diogo Neto - 257-280 Transforming data into information for smart services: integration of morphological analysis and text mining
by Minjun Kim & Silvana Trimi - 281-314 Are customer star ratings and sentiments aligned? A deep learning study of the customer service experience in tourism destinations
by Enrique Bigne & Carla Ruiz & Carmen Perez-Cabañero & Antonio Cuenca - 315-357 Can robots recover a service using interactional justice as employees do? A literature review-based assessment
by Mathieu Lajante & David Remisch & Nikita Dorofeev - 359-393 Barriers and opportunities of digital servitization for SMEs: the effect of smart Product-Service System business models
by Marie-Anne Le-Dain & Lamiae Benhayoun & Judy Matthews & Marine Liard - 395-428 Is the hotel industry really committed to the environment? Answering using the business models framework
by María A. Quintás & Ana I. Martínez-Senra & Adela García-Pintos - 429-448 The relationship between entrepreneurial orientation and success of foodservice business: effects of religion
by Seongbae Lim & Sung Tae Kim
December 2022, Volume 16, Issue 4
- 791-795 Female-driven social entrepreneurship in service business
by Alicia Mas-Tur - 797-798 Correction to: Female-driven social entrepreneurship in service business
by Alicia Mas-Tur - 799-823 Training mom entrepreneurs in Pakistan: a replication model
by Shahid Qureshi & Dianne H. B. Welsh & Ambreen R. Khan - 825-862 Understanding innovative work behaviour of women in service firms
by Hanan S. AlEssa & Christopher M. Durugbo - 863-881 Women’s social entrepreneurship and livelihood innovation: an exploratory study from India
by K. K. Tripathy & Manisha Paliwal & Anshu Singh - 883-905 Are credit screening contracts designed for men?
by Irene Comeig & Ainhoa Jaramillo-Gutiérrez & Federico Ramírez - 907-933 Overcoming bias against funding of female-led entrepreneurial initiatives: the democratizing influence of online crowdlending platforms
by Shivendu Pratap Singh & Trina A. Sego & Shikhar Sarin - 935-970 A systematic literature review of women in social entrepreneurship
by EuiBeom Jeong & Hanna Yoo - 971-989 Cross-country differences in drivers of female necessity entrepreneurship
by Pau Sendra-Pons & Sara Belarbi-Muñoz & Dolores Garzón & Alicia Mas-Tur - 991-1013 The context-based review recommendation system in e-business platform
by Ki-Kwang Lee & Hong-Hee Lee & Su-Ji Cho & Gyung-Su Min - 1015-1033 Reviving tradition-bound products: a case of value co-creation using rhetorical history
by Chikako Ishizuka & Tseng Kuo-Che & Yasuyuki Kishi - 1035-1063 Employee perceived meaning of work and service adaptive behavior: a psychological resourcefulness perspective
by Cindy Yunhsin Chou & Yung-Cheng Shen & Po-Han Wu & Heng-Yu Lin - 1065-1080 The quality of physical–electronic hybrid services and its impact on customer loyalty
by Pengyi Shen & Zecong Ma - 1081-1110 Company websites and mobile apps versus social media: which service experience creates more customer value for online travel agencies?
by Ja-Shen Chen & Piyanoot Kamalanon & Thanyamai P. Janupiboon - 1111-1137 Rural tourism networking and covid-19 crisis: a gender perspective
by Ana M. Morales-Hernández & Carlos Fernández-Hernández & Flora M. Díaz-Pérez & Carlos G. García-González - 1139-1139 Correction: The quality of physical–electronic hybrid services and its impact on customer loyalty
by Pengyi Shen & Zecong Ma
September 2022, Volume 16, Issue 3
- 413-416 Post-pandemic studies in tourism and hospitality
by Che-Jen Su - 417-443 How to exploit Big Social Data in the Covid-19 pandemic: the case of the Italian tourism industry
by Gianluca Solazzo & Ylenia Maruccia & Valentina Ndou & Pasquale Del Vecchio - 445-467 Willingness to pay for travel insurance as a risk reduction behavior: health-related risk perception after the outbreak of COVID-19
by Yeongbae Choe & Hyesun Kim & Youngjoon Choi - 469-501 Impacts of Covid-19 on travel intention for summer 2020: a trend in proximity tourism mediated by an attitude towards Covid-19
by Anne-Marie Lebrun & Roxane Corbel & Patrick Bouchet - 503-527 Cosmopolitan tourists: the most resilient travellers in the face of COVID-19
by Vanda Veréb & Helena Nobre & Minoo Farhangmehr - 529-556 Effectiveness of the talent cultivation training program for industry transformation in Taiwan during the COVID-19 pandemic
by Fang-Yi Lin - 557-580 Recovering from the COVID-19 shock: the role of risk perception and perceived effectiveness of protective measures on travel intention during the pandemic
by Joon Woo Yoo & Junsung Park & Jong Ho Lee & Heejun Park - 581-600 COVID-19 preventive measures and restaurant customers’ intention to dine out: the role of brand trust and perceived risk
by Chunhao Wei & Han Chen & Yee Ming Lee - 601-619 COVID-19 vaccine distribution: exploring strategic alternatives for the greater good
by Arben Asllani & Silvana Trimi - 621-643 Buyer–supplier interactions in business services: variety in relational interfaces
by Cristina Sales Baptista & João Mota & Jose Novais Santos - 645-679 B2B buyer operational capability for the effective delivery of technology-enabled services in a multi-facility context
by Rafael Teixeira & Renato Przyczynski & Jeff Shockley - 681-719 Understand the differences in the brand equity construction process between local and foreign restaurants
by Wen-Qi Ruan & Shu-Ning Zhang - 721-742 Blurred lines: comparing room rates, star-ratings, and user-generated contents for full-service and select-service hotels
by Amanda Belarmino & Yoon Koh & Hyejo Hailey Shin - 743-770 Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services
by Joseph Lok-Man Lee & Calvin Wah-On Cheng & Vanessa Shun-Wah Liu - 771-790 The role of experiential value, novelty, and satisfaction in robot barista coffee shop in South Korea: COVID-19 crisis and beyond
by Seon Hee Kim & Se Ran Yoo & Hyeon Mo Jeon
June 2022, Volume 16, Issue 2
- 211-226 Predicting delays in service operations
by Fabian Schéele & Darek M. Haftor & Natallia Pashkevich - 227-255 Inherent paradoxes in the shift to autonomous solutions provision: a multilevel investigation of the shipping industry
by Håkon Osland Sandvik & David Sjödin & Thomas Brekke & Vinit Parida - 257-281 The reaction of coworking spaces to the COVID-19 pandemic. A dynamic capabilities perspective
by Victor Cabral & Willem Winden - 283-307 Explaining COVID-19 shock wave mechanism in the European service industry using convergence clubs analysis
by Marinko Skare & Domingo Riberio Soriano - 309-330 Impacts of customer incivility and abusive supervision on employee performance: a comparative study of the pre- and post-COVID-19 periods
by Yuhyung Shin & Won-Moo Hur & Hansol Hwang - 331-357 Lifelong good soldiers of higher education institutions: driving factors and obstructions of alumni loyalty
by Shih-Hao Wu & Stephen Chi-Tsun Huang & Ching-Yi Daphne Tsai - 359-389 The effects of gender and personality of robot assistants on customers’ acceptance of their service
by Santiago Forgas-Coll & Ruben Huertas-Garcia & Antonio Andriella & Guillem Alenyà - 391-410 Current and future influences of COVID-19 on the knowledge management function of conventions and exhibitions
by Sookhwa Jung & Jaewoo Lee - 411-411 Correction to: Current and future influences of COVID-19 on the knowledge management function of conventions and exhibitions
by Sookhwa Jung & Jaewoo Lee
March 2022, Volume 16, Issue 1
- 1-28 Effects of healthcare quality management activities and sociotechnical systems on internal customer experience and organizational performance
by Sang M. Lee & DonHee Lee - 29-55 Dual focus: service-product orientation to manage the change paradox following servitization strategy
by Saad Zighan & Moheeb Abualqumboz - 57-75 The perceived image of multi-asset tourist destinations: investigating congruence across different content types
by Narcís Bassols-Gardella & Lluís Coromina - 77-98 Research trends in digital transformation in the service sector: a review based on network text analysis
by Jin Sung Rha & Hong-Hee Lee - 99-123 Enabling customer co-creation behavior at a distance: the case of patients using self-monitoring handheld devices in healthcare
by Le Nguyen Hau & Pham Ngoc Thuy - 125-157 Brands’ perceived sustainable development goals: index development and applications with professional sport teams and fast-food brands
by Nicolas G. A. Lorgnier & Che-Jen Su & Shawn M. O’Rourke - 159-186 The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach
by Nguyen Hong Phuoc & Le Nguyen Hau & Pham Ngoc Thuy - 187-209 A systematic process for generating new blockchain-service business model ideas
by Young In Koh & Sung H. Han & Junseong Park
December 2021, Volume 15, Issue 4
- 563-586 Infusing tribal reciprocity into service research: towards an integrated and dynamic view of repayment, retaliation and restorative justice for regenerative service ecosystem wellbeing
by Jörg Finsterwalder & Alastair G. Tombs - 587-611 Structural relationships between psychosocial risk, relationship quality, need for cognition, and quarantine intentions: the case of the quarantine hotel
by Hung-Che Wu & Xiaolian Chen & Ya-Yuan Chang - 613-638 Exploring the key success factors of films: a survival analysis approach
by Ahyun Kim & Silvana Trimi & Sang-Gun Lee - 639-665 Impact of managerial control on the relationship between customer incivility and frontline employees’ up-selling behavior
by Won-Moo Hur & Tae-Won Moon & Minsung Kim - 667-694 Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry
by Yang-Fei Tai & Yi-Chieh Wang & Ching-Ching Luo - 695-723 Understanding customer-centric socialization in tourism services
by HsiuJu Rebecca Yen & Hoa Pham Thi & Eldon Y. Li - 725-755 The privacy victim experience of SoLoMo services: impact on trust, service quality, and privacy concerns
by Heng-Li Yang & Ren-Xiang Lin - 757-779 Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type
by Ramakrishna Salagrama & Sanjeev Prashar & T. Sai Vijay - 781-781 Correction to: Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type
by Ramakrishna Salagrama & Sanjeev Prashar & T. Sai Vijay
September 2021, Volume 15, Issue 3
- 391-444 The thirty-year evolution of customer-to-customer interaction research: a systematic literature review and research implications
by Nguyen Bac Nguyen & João Carlos Rosmaninho Menezes - 445-466 The size–growth relationship in the social services sector in Austria
by Stephanie Reitzinger & Astrid Pennerstorfer - 467-491 Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy
by Jesús J. Cambra-Fierro & María Fuentes-Blasco & Rocío Huerta-Álvarez & Ana Olavarría - 493-514 Transforming customer brand engagement to co-creation value through participation energy and effort
by Mai Thi My-Quyen & Le Nguyen Hau - 515-538 What triggers usage of gift-giving apps? A comparison between users and non-users
by Wee-Kheng Tan & Ping-Hsin Liao - 539-561 On the data-driven generation of new service idea: integrated approach of morphological analysis and text mining
by Mingyu Park & Youngjung Geum
June 2021, Volume 15, Issue 2
- 209-229 The survival of hotels during the COVID-19 pandemic: a critical case study in Vietnam
by Thinh Gia Hoang & Ngan Tuyet Truong & Tam Minh Nguyen - 231-252 Industrial linkage and spillover effects of the logistics service industry: an input–output analysis
by Yong-Jeong Kim & Sang-Gun Lee & Silvana Trimi - 253-279 Consumer-to-consumer reselling adoption among European countries: differences between old and young millennials
by Laura Lucia-Palacios & Victoria Bordonoba-Juste & Raúl Pérez-López - 281-308 Value proposition as a catalyst for innovative service experience: the case of smart-tourism destinations
by Chia-Ying Li & Yu-Hui Fang & Badri Munir Sukoco - 309-334 Key determinants of women’s entrepreneurial intentions in encouraging social empowerment
by Grisna Anggadwita & Veland Ramadani & Anggraeni Permatasari & Dini Turipanam Alamanda - 335-368 Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine
by Kuo-Yan Wang & Mu-Lan Ma & Jing Yu - 369-389 The relationship between brand experience and consumer-based brand equity in grocerants
by Hyeon Mo Jeon & Se Ran Yoo
March 2021, Volume 15, Issue 1
- 1-17 Challenge or opportunity? A case of tire rental servitization from financial and channel perspectives
by Myungjin Hyun & Jieun Kim - 19-43 Service production in high captivity service firms
by Erim Ergene & Bruce Skaggs & Inigo Echeveste - 45-75 The role of customers in the gig economy: how perceptions of working conditions and service quality influence the use and recommendation of food delivery services
by Daniel Belanche & Luis V. Casaló & Carlos Flavián & Alfredo Pérez-Rueda - 77-102 The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services
by Miri Chung & Young-Hye Jang & Steven A. Edelson - 103-130 Segmenting customers according to online word-of-mouth about hotels
by Beatriz Moliner-Velázquez & Maria Fuentes-Blasco & Irene Gil-Saura - 131-149 Why do individuals word-of-mouth destinations they never visited?
by Wee-Kheng Tan & Ching-Hsiang Lin - 151-175 Stakeholder sentiment in service supply chains: big data meets agenda-setting theory
by Ray Qing Cao & Dara G. Schniederjans & Vicky Ching Gu - 177-207 Product-service systems evolution in the era of Industry 4.0
by Paolo Gaiardelli & Giuditta Pezzotta & Alice Rondini & David Romero & Farnaz Jarrahi & Marco Bertoni & Stefan Wiesner & Thorsten Wuest & Tobias Larsson & Mohamed Zaki & Philipp Jussen & Xavier Boucher & Ali Z. Bigdeli & Sergio Cavalieri
December 2020, Volume 14, Issue 4
- 461-478 Resolving the tension between full utilization of contact tracing app services and user stress as an effort to control the COVID-19 pandemic
by Jaehun Joo & Matthew Minsuk Shin - 479-502 Determinants of social commerce adoption in an emerging economy
by Tazizur Rahman & Yang Sok Kim & Mijin Noh & Choong Kwon Lee - 503-531 Healthcare wearable devices: an analysis of key factors for continuous use intention
by Sang M. Lee & DonHee Lee - 533-551 Customers’ acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness
by Hyeon Mo Jeon & Hye Jin Sung & Hyun Young Kim - 553-576 Critical success factors in the sharing economy: a customer perspective
by Shiu-Li Huang & Ming-Yen Kuo - 577-577 Correction to: Healthcare wearable devices: an analysis of key factors for continuous use intention
by Sang M. Lee & DonHee Lee
September 2020, Volume 14, Issue 3
- 315-331 Text mining for the evaluation of public services: the case of a public bike-sharing system
by Na Rang Kim & Soon Goo Hong - 333-360 Customers’ psychological ownership toward the third place
by Jaehun Joo - 361-385 The effects of culture shock on foreign employees in the service industry
by Hung-Sheng Lai & Hsin-Hui Hu & Zhang-Yu-Jing Chen - 387-411 The COVID-19 response system and collective social service provision. Strategic network dimensions and proximity considerations
by José Antonio Belso-Martínez & Alicia Mas-Tur & Mariola Sánchez & María José López-Sánchez - 413-437 Mindful co-creation of transformative service for better well-being
by Mai Thi My-Quyen & Le Nguyen Hau & Pham Ngoc Thuy - 439-459 Impacts of service robots on service quality
by Ai-Hsuan Chiang & Silvana Trimi
June 2020, Volume 14, Issue 2
- 187-216 Overcompensation as a service recovery strategy: the financial aspect of customers’ extra effort
by Zsofia Kenesei & Zsofia Bali - 217-240 Customer compliance with employee fuzzy requests in service encounters: a self-determination theory perspective
by Teng Teng & Shengliang Zhang & Xiaodong Li & Yuan Chen - 241-261 Social exchange approach, job satisfaction, and turnover intention in the airline industry
by Minjoo Chung & Aeeun Jeon - 263-285 Analysis of the relationship between the perceived extent of a tourist destination and smartphone use
by Wee-Kheng Tan & Pin-Ho Liou - 287-313 A service analytic approach to studying patient no-shows
by Murtaza Nasir & Nichalin Summerfield & Ali Dag & Asil Oztekin
March 2020, Volume 14, Issue 1
- 1-22 “Untact”: a new customer service strategy in the digital age
by Sang M. Lee & DonHee Lee - 23-45 Flying on the clouds: how mobile applications enhance impulsive buying of low cost carriers
by Edward C. S. Ku & Chun-Der Chen - 47-72 Impact of organizational culture and capabilities on employee commitment to ethical behavior in the healthcare sector
by DonHee Lee - 73-99 Examining the influence of brand-based value congruity: do the values of the International Olympic Committee really matter?
by Nicolas G. A. Lorgnier & Nicolas Chanavat & Che-Jen Su & Shawn M. O’Rourke - 101-129 Service quality in blood donation: satisfaction, trust and loyalty
by Lucía Melián-Alzola & Josefa D. Martín-Santana - 131-166 Tourist expectations and perception of service providers: a Brazilian perspective
by Mariana Marques Lima & Emerson Wagner Mainardes & Ricardo Gouveia Rodrigues - 167-186 Team innovation in retail services: the role of ambidextrous leadership and team learning
by La Anh Duc & Nguyen Dinh Tho & Dilupa Nakandala & Yi-Chen Lan
December 2019, Volume 13, Issue 4
- 625-646 Dysfunctional customer behavior: conceptualization and empirical validation
by Minjeong Kang & Taeshik Gong - 647-669 A peer-to-peer (P2P) platform business model: the case of Airbnb
by Kwang-Ho Lee & DongHee Kim - 671-694 How CSR serves as a preventive mechanism for coping with dysfunctional customer behavior
by Jiyoung Kim & Russell Lacey & Hae-Ryong Kim & Jaebeom Suh - 695-713 Innovation strategies and complementarity between innovation activities: the case of commercial archaeological firms
by Carlos Martin-Rios & Eva Parga-Dans & Susana Pasamar - 715-735 Effects of career barriers on career self-efficacy and career preparation behavior among undergraduates majoring in aviation tourism
by Aeeun Jeon - 737-754 Emotional contagion and collective commitment among leaders and team members in deluxe hotel
by Hyo Sun Jung & Hye Hyun Yoon - 755-778 Adolescents’ perceptions of mother–father dominance in family vacation decisions: a 25-society study
by I-Fang Cheng & Che-Jen Su & Hsin-Hsing Liao & Nicolas Lorgnier & Anne-Marie Lebrun & Wen-Shen Yen & Yi-Fang Lan & Yingfang Huang - 779-812 An analysis of the trilemma phenomenon for Apple iPhone and Samsung Galaxy
by Bo-Seong Yun & Sang-Gun Lee & Yaichi Aoshima
September 2019, Volume 13, Issue 3
- 433-456 Work pressure and burnout effects on emergency room operations: a system dynamics simulation approach
by Donghyun Choi & Yonghwi Noh & Jin Sung Rha - 457-478 The role of customer operant resources in health care value creation
by Le Nguyen Hau - 479-508 Dimensions of behavior and proactive improvement in hotel outsourcing relationships: the role of justice
by Tomás F. Espino-Rodríguez & Juan Carlos Ramírez-Fierro - 509-530 Innovation type and external knowledge search strategies in KIBS: evidence from Canada
by David Doloreux & Ekaterina Turkina & Ari Van Assche - 531-556 Balancing in-house and outsourced logistics services: effects on supply chain agility and firm performance
by Taewon Hwang & Sung Tae Kim - 557-580 Motivation triggers for customer participation in value co-creation
by Freida C. Palma & Silvana Trimi & Soon-Goo Hong - 581-602 How to boost frontline employee service recovery performance: the role of cultural intelligence
by Annelies Costers & Yves Van Vaerenbergh & Anja Van den Broeck - 603-624 The relationship among competitive advantage, catch-up, and linkage effects: a comparative study on ICT industry between South Korea and India
by Dong Hyun Lee & Ga Youn Hong & Sang-Gun Lee
June 2019, Volume 13, Issue 2
- 225-248 Developing a new conceptual framework for experience and value creation
by Blanca Hernández-Ortega & José L. Franco - 249-268 The role of proactive postsales services in supplier innovativeness and customer satisfaction
by Nguyen Thi Mai Trang & Nguyen Dinh Tho - 269-287 Willingness to reciprocate in virtual health communities: the role of social capital, gratitude and indebtedness
by Mercy Mpinganjira - 289-304 Does haste always make waste? Service quantity, service quality, and incentives in speed-intensive service firms
by Chanho Song & Sungha Jang & Jennifer Wiggins & Edward Nowlin - 305-338 Understanding shopping routes of offline purchasers: selection of search-channels (online vs. offline) and search-platforms (mobile vs. PC) based on product types
by Eunhye Kim & Christian Fernando Libaque-Saenz & Myeong-Cheol Park