Journal of Service Management
Issue(s) available: 82 – From Volume: 20 Issue: 1, to Volume: 35 Issue: 6
Conceptualizing digital service: coconstitutive essence and value cocreation dynamics
Gregory Vial, Camille GrangeThis paper presents a new conceptualization of digital service anchored in a coconstitutive ontology of digital “x” phenomena, illuminating the pivotal role of the digital…
Exploring customer engagement tensions when pursuing responsible business practices
Andrew S. Gallan, Diogo Hildebrand, Yuliya Komarova, Dan Rubin, Ronen ShayDesigning and developing responsible business practices can create various tensions for service organizations. The purpose of this research is to develop a deeper understanding of…
Customer experience (CX), employee experience (EX) and human experience (HX): introductions, interactions and interdisciplinary implications
Anders Gustafsson, Delphine Caruelle, David E. BowenThe purpose of this paper is to provide an overview of what (service) experience is and examine it using three distinct perspectives: customer experience (CX), employee experience…
Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda
Candice L. Marti, Huimin Liu, Gurpreet Kour, Anil Bilgihan, Yu XuIn an era where complex technological advances increasingly govern service delivery, it is incumbent on service firms to pioneer innovative strategies to sustain customer…
Agencement of onlife and phygital: smart tech–enabled value co-creation practices
Cristina Mele, Tiziana Russo-SpenaIn this article, we reflect on how smart technology is transforming service research discourses about service innovation and value co-creation. We adopt the concept of technology…
ISSN:
1757-5818Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully