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The impact of internal social responsibility on service employees' job satisfaction and organizational engagement Serv. Bus. (IF 5.236) Pub Date : 2024-03-06 Loan Thi-Hong Van, Le Dang Lang, Trong Liem-Phuoc Ngo, João Ferreira
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A comparative analysis of contactless e-service encounters in online platforms Serv. Bus. (IF 5.236) Pub Date : 2024-03-06 Sang M. Lee, Soon Goo Hong, DonHee Lee
This study examines the importance of customer-centered e-service encounter activities in online platforms for enhancing customer value in different service sectors. To identify and evaluate the key factors that contribute to 3Ts (task, e-tangible, treatment) of e-service encounter activities, the Analytic Hierarchy Process (AHP) was applied. The study results identified the following priority factors:
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A bibliometric analysis of metaverse technologies in healthcare services Serv. Bus. (IF 5.236) Pub Date : 2024-02-14 Seckin Damar, Gulsah Hancerliogullari Koksalmis
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Effects of ambidextrous human capital deployment on the performance of haute cuisine restaurants Serv. Bus. (IF 5.236) Pub Date : 2024-01-23 Susana Fernández-Pérez de la Lastra, Gonzalo Sánchez-Gardey
This study examines the impact of different types of human capital on the performance (reputation, customer satisfaction and organizational efficiency) of haute cuisine restaurants. The human capital is classified in three types: synchronized specialist human capital, sequential specialized human capital and ambidextrous human capital. The data were collected from 152 Spanish haute cuisine restaurants
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Diminishing role of regional uniqueness in preference to shop online amid COVID-19: a longitudinal analysis Serv. Bus. (IF 5.236) Pub Date : 2024-01-02 Buraj Patrakosol
Online shopping has been widely adopted during the COVID-19 pandemic due to its safety and convenience. Despite early studies validating increased online shopping, the impact of regional uniqueness was largely underexplored. This longitudinal study examines the interplay between regional uniqueness and online shopping trends, employing social cognitive theory as the foundation. The analysis of over
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Validation of a design orientation scale in the trade and tourism sectors and assessment of its impact on firms’ performance Serv. Bus. (IF 5.236) Pub Date : 2023-12-12 Mónica Cantó-Primo, Irene Gil-Saura, Marta Frasquet-Deltoro
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Flash sales: how consumers’ emotional responses to negative word-of-mouth affect diagnosticity and purchase intentions Serv. Bus. (IF 5.236) Pub Date : 2023-11-27 Wee-Kheng Tan, Po-Yen Chen
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Doing good for good: how does corporate social responsibility drive customer citizenship behavior? The mediation of engagement, trust, and identification Serv. Bus. (IF 5.236) Pub Date : 2023-11-14 Shih-Hao Wu, Stephen Chi-Tsun Huang, Ching-Yi Daphne Tsai, Yu-Xuan You
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Connecting artificial intelligence to value creation in services: mechanism and implications Serv. Bus. (IF 5.236) Pub Date : 2023-10-31 Minjun Kim
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Exploring robot service quality priorities for different levels of intimacy with service Serv. Bus. (IF 5.236) Pub Date : 2023-10-25 Ai-Hsuan Chiang, Szu-Yu Chou
The influence of intimacy between humans and service robots on service quality has garnered significant attention. Applying the Mehrabian–Russell environmental psychology model, this study collected 591 valid responses from users of robots with different levels of intimacy and then used the TOPSIS technique to rank the importance of service quality. The results show, first, that high-intimacy service
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What Makes Viewers Engage in Live Streaming Shopping during and after the Pandemic: An Affordance Perspective Serv. Bus. (IF 5.236) Pub Date : 2023-09-26 Ping Li, Seoyoun Lee, Kyung Young Lee, Sung-Byung Yang, Younghoon Chang
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Underscoring trainer's lack of effort or talent in service failure of personal fitness training: customers' negative word-of-mouth response Serv. Bus. (IF 5.236) Pub Date : 2023-09-27 Sangchul Park, Hyun-Woo Lee, Calvin Nite
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Adolescents’ attempts at influence and self-reported errors in family vacation decisions: a cross-regional study Serv. Bus. (IF 5.236) Pub Date : 2023-09-22 Che-Jen Su, Yi-Fang Lan, Nicolas G. A. Lorgnier, Yung-Kuei Liang, Anne Marie Lebrun, Qiuju Luo, Maria Helena Cavalcanti da Silva Belchior, Carlos Eduardo Pinto Pimentel
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Segmenting travellers of luxury destinations in a post-pandemic era Serv. Bus. (IF 5.236) Pub Date : 2023-08-08 Nazia Nabi
The purpose of this study is to adopt a segmentation approach in order to classify travellers who intend to travel to luxury destinations in the post-pandemic era. Four distinct Australian segments (with n = 481) were identified based on generational cohorts through two-step cluster analysis and analysis of variance tests. The findings exhibit how consumers differ in their perception of values and
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Promoting intrapreneurial behavior in banking: the role of high-performance work systems, knowledge management processes, and supervisor support Serv. Bus. (IF 5.236) Pub Date : 2023-07-30 Lorenzo Revuelto-Taboada, Alexandra Portalanza-Chavarría, Fernando Cedeño-Alejandro
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O2O switching determinants and successful drivers in omnichannel retailing services Serv. Bus. (IF 5.236) Pub Date : 2023-07-28 Pei-Ju Wu
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Driving circular tourism pathways in the post-pandemic period: a research roadmap Serv. Bus. (IF 5.236) Pub Date : 2023-06-08 Rocío González-Sánchez, Sara Alonso-Muñoz, María-Sonia Medina-Salgado, María Torrejón-Ramos
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Development of a citizen participation public service innovation model based on smart governance Serv. Bus. (IF 5.236) Pub Date : 2023-06-06 Soon Goo Hong, DonHee Lee
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User Psychological States and Enterprise Information Systems Adoption: Evidence from the United States, Zimbabwe, South Korea, and Paraguay Serv. Bus. (IF 5.236) Pub Date : 2023-05-22 Sang-Heui Lee, Christine E. Fogliasso, Seunghye Jung, M. Minsuk Shin, Connie Shum
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Motivations and attitudes towards consulting eWOM when booking accommodation Serv. Bus. (IF 5.236) Pub Date : 2023-05-03 Beatriz Moliner-Velázquez, María Fuentes-Blasco, Irene Gil-Saura
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Towards becoming a service-dominant enterprise: an actor engagement perspective Serv. Bus. (IF 5.236) Pub Date : 2023-04-24 Hsin-Hui Chou, Chao-Chin Huang, Pei-Yun Tu
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Does destination advertisement affect travel motivation, emotion regulation, and visit intention formation? Serv. Bus. (IF 5.236) Pub Date : 2023-04-06 Wee-Kheng Tan, Chia-Hua Fan
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A qualitative investigation of infusing products with service via strategic alliances among SMEs: a case of servitization Serv. Bus. (IF 5.236) Pub Date : 2023-03-16 Diogo Pombo, Mário Franco
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A value-based view of the smart PSS adoption: a study of smart kitchen appliances Serv. Bus. (IF 5.236) Pub Date : 2023-03-10 Ying Yu, Tung-Jung Sung
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Transforming data into information for smart services: integration of morphological analysis and text mining Serv. Bus. (IF 5.236) Pub Date : 2023-03-03 Minjun Kim, Silvana Trimi
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Perceived value of AI-based recommendations service: the case of voice assistants Serv. Bus. (IF 5.236) Pub Date : 2023-02-27 K Akdim, Luis V. Casaló
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Key concepts in artificial intelligence and technologies 4.0 in services Serv. Bus. (IF 5.236) Pub Date : 2023-02-27 Russell W. Belk, Daniel Belanche, Carlos Flavián
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Is the hotel industry really committed to the environment? Answering using the business models framework Serv. Bus. (IF 5.236) Pub Date : 2023-02-17 María A. Quintás, Ana I. Martínez-Senra, Adela García-Pintos
This paper conceptualizes Environmental Business Models in the hotel industry as the result of a balanced emphasis on several initiatives regarding value proposition, value creation and value capture. It tests how this framework affects 120 Spanish hotel chains by assessing their sustainability reports and websites. The results show that Environmental Business Models are still poorly developed and
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Can robots recover a service using interactional justice as employees do? A literature review-based assessment Serv. Bus. (IF 5.236) Pub Date : 2023-02-12 Mathieu Lajante, David Remisch, Nikita Dorofeev
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How independent should a board be? Examine the corporate social responsibility performance in the US healthcare sector Serv. Bus. (IF 5.236) Pub Date : 2023-02-10 Vicky Ching Gu
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Are customer star ratings and sentiments aligned? A deep learning study of the customer service experience in tourism destinations Serv. Bus. (IF 5.236) Pub Date : 2023-02-06 Enrique Bigne, Carla Ruiz, Carmen Perez-Cabañero, Antonio Cuenca
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Barriers and opportunities of digital servitization for SMEs: the effect of smart Product-Service System business models Serv. Bus. (IF 5.236) Pub Date : 2023-02-03 Marie-Anne Le-Dain, Lamiae Benhayoun, Judy Matthews, Marine Liard
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The relationship between entrepreneurial orientation and success of foodservice business: effects of religion Serv. Bus. (IF 5.236) Pub Date : 2023-02-03 Seongbae Lim, Sung Tae Kim
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Humans and/or robots? Tourists’ preferences towards the humans–robots mix in the service delivery system Serv. Bus. (IF 5.236) Pub Date : 2022-12-23 Stanislav Ivanov, Craig Webster, Faruk Seyitoğlu
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How monetization mechanisms in mobile games influence consumers’ identity extensions Serv. Bus. (IF 5.236) Pub Date : 2022-12-21 Miikka J. Lehtonen, J. Tuomas Harviainen, Annakaisa Kultima
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Digital transformation trends in service industries Serv. Bus. (IF 5.236) Pub Date : 2022-12-20 HeeSoo Chin, Durga Prasad Marasini, DonHee Lee
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Live support by chatbots with artificial intelligence: A future research agenda Serv. Bus. (IF 5.236) Pub Date : 2022-11-10 Mark Anthony Camilleri, Ciro Troise
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Working with AI: can stress bring happiness? Serv. Bus. (IF 5.236) Pub Date : 2022-11-04 Sandra Maria Correia Loureiro, Ricardo Godinho Bilro, Diogo Neto
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Exploring the antecedents of customers’ willingness to use service robots in restaurants Serv. Bus. (IF 5.236) Pub Date : 2022-11-02 Sebastian Molinillo, Francisco Rejón-Guardia, Rafael Anaya-Sánchez
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Company websites and mobile apps versus social media: which service experience creates more customer value for online travel agencies? Serv. Bus. (IF 5.236) Pub Date : 2022-10-31 Ja-Shen Chen, Piyanoot Kamalanon, Thanyamai P. Janupiboon
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A systematic literature review of women in social entrepreneurship Serv. Bus. (IF 5.236) Pub Date : 2022-10-29 EuiBeom Jeong, Hanna Yoo
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Female-driven social entrepreneurship in service business Serv. Bus. (IF 5.236) Pub Date : 2022-10-23 Alicia Mas-Tur
The United Nations has stated that to meet the 17 Sustainable Development Goals of the 2030 Agenda, analysis of the development and impact of women entrepreneurship is needed. Based on data from the Web of Science, an initial analysis of research on both women entrepreneurship and social entrepreneurship was performed. Although the first published article date back to 2004, it was not until 2014 when
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Understanding innovative work behaviour of women in service firms Serv. Bus. (IF 5.236) Pub Date : 2022-10-20 Hanan S. AlEssa, Christopher M. Durugbo
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Applying Industry 4.0 technologies for the sustainability of small service enterprises Serv. Bus. (IF 5.236) Pub Date : 2022-09-30 Darshan Pandya, Gopal Kumar
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The quality of physical–electronic hybrid services and its impact on customer loyalty Serv. Bus. (IF 5.236) Pub Date : 2022-09-17 Penyi Shen, Zecong Ma
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Employee perceived meaning of work and service adaptive behavior: a psychological resourcefulness perspective Serv. Bus. (IF 5.236) Pub Date : 2022-09-05 Cindy Yunhsin Chou, Yung-Cheng Shen, Po-Han Wu, Heng-Yu Lin
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Rural tourism networking and covid-19 crisis: a gender perspective Serv. Bus. (IF 5.236) Pub Date : 2022-08-27 Ana M. Morales-Hernández, Carlos Fernández-Hernández, Flora M. Díaz-Pérez, Carlos G. García-González
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Reviving tradition-bound products: a case of value co-creation using rhetorical history Serv. Bus. (IF 5.236) Pub Date : 2022-08-10 Chikako Ishizuka, Tseng Kuo-Che, Yasuyuki Kishi
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The context-based review recommendation system in e-business platform Serv. Bus. (IF 5.236) Pub Date : 2022-08-01 Ki-Kwang Lee, Hong-Hee Lee, Su-Ji Cho, Gyung-Su Min
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Overcoming bias against funding of female-led entrepreneurial initiatives: the democratizing influence of online crowdlending platforms Serv. Bus. (IF 5.236) Pub Date : 2022-08-01 Shivendu Pratap Singh, Trina A. Sego, Shikhar Sarin
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B2B buyer operational capability for the effective delivery of technology-enabled services in a multi-facility context Serv. Bus. (IF 5.236) Pub Date : 2022-07-28 Rafael Teixeira, Renato Przyczynski, Jeff Shockley
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Customer comfort during service robot interactions Serv. Bus. (IF 5.236) Pub Date : 2022-07-18 Marc Becker, Dominik Mahr, Gaby Odekerken-Schröder
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COVID-19 vaccine distribution: exploring strategic alternatives for the greater good Serv. Bus. (IF 5.236) Pub Date : 2022-06-25 Arben Asllani, Silvana Trimi
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Post-pandemic studies in tourism and hospitality Serv. Bus. (IF 5.236) Pub Date : 2022-06-06 Che-Jen Su
Through literature reviews, we argue that the current pandemic is stimulating the market penetration of ICT-based products or service models in tourism and hospitality industries. In addition, the role of industrialization in tourism and hospitality under reform is an upcoming guidance for post-pandemic research.
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Buyer–supplier interactions in business services: variety in relational interfaces Serv. Bus. (IF 5.236) Pub Date : 2022-05-26 Cristina Sales Baptista, João Mota, Jose Novais Santos
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Cosmopolitan tourists: the most resilient travellers in the face of COVID-19 Serv. Bus. (IF 5.236) Pub Date : 2022-05-11 Vanda Veréb, Helena Nobre, Minoo Farhangmehr
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Women’s social entrepreneurship and livelihood innovation: an exploratory study from India Serv. Bus. (IF 5.236) Pub Date : 2022-05-08 K. K. Tripathy, Manisha Paliwal, Anshu Singh
Women-owned social enterprises have tremendous potential in guaranteeing sustainable livelihoods along with women empowerment. This study demonstrates efforts and explains progresses registered by a unique socio-entrepreneurial venture in an Indian federal state of Maharashtra. The article uses extensive literature review and follows a case-based approach to assess the elements of strategic interventions
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The effects of gender and personality of robot assistants on customers’ acceptance of their service Serv. Bus. (IF 5.236) Pub Date : 2022-04-26 Santiago Forgas-Coll, Ruben Huertas-Garcia, Antonio Andriella, Guillem Alenyà
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Correction to: Current and future influences of COVID-19 on the knowledge management function of conventions and exhibitions Serv. Bus. (IF 5.236) Pub Date : 2022-03-25 Sookhwa Jung,Jaewoo Lee
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The reaction of coworking spaces to the COVID-19 pandemic. A dynamic capabilities perspective Serv. Bus. (IF 5.236) Pub Date : 2022-03-25 Victor Cabral, Willem van Winden
The COVID-19 pandemic has led to many firms reassessing how to deal with their communities. In this study, we focus on a coworking space and examine how the management staff and its coworking community reacted to the pandemic. The uniqueness of coworking spaces is that the community is both the paying customer and it is an integral part of the coworking value proposition. For this paper, a case study