Serving with masks: a comparative analysis of flight attendants’ emotional labor between normal and COVID-19 times Anna D. WinklerNina PihanMarcel Kern Empirical article Open access 23 March 2025 Article: 15
Leveraging AI in arts: a case study of music creating venture EnterArts Suk-Ki HongHong-Hee Lee Case study 20 March 2025 Article: 14
Recipes for consumer loyalty intentions toward AI speakers: A complexity theory approach Sooyun KimMinjeong KoLuri Lee Empirical article 20 March 2025 Article: 13
Influence of religion on the entrepreneurial mindset and the mediating role of entrepreneurial self-confidence: a study of the restaurant industry Seongbae LimMina JunJeongsoo Han Empirical article 04 March 2025 Article: 12
Effects of the industry format on sustainability-oriented service innovation, relationship value, and firm performance Antonio Marín-GarcíaIrene Gil-SauraMihaela Simona Moise Empirical article Open access 16 February 2025 Article: 11
Optimizing donations for End-of-life healthcare: investments in service diversity initiatives Christopher M. StarkeySoode VaezinejadDara Schniederjans Empirical article Open access 14 February 2025 Article: 10
Star wars: customer loyalty for YouTube stars through service innovation and value co-creation Jain SaurabhJain Dinesh Empirical article 12 February 2025 Article: 9
Who influences family tourism decisions? Incorporating children’s perceptions María-Mercedes Rojas-de-Gracia Empirical article Open access 04 February 2025 Article: 8
Standardization versus customization in artificial intelligence-based services: what fuels continuous intention to use on digital platforms? Sung Yeon KimJin Min Kim Empirical article 04 February 2025 Article: 7
Exploring the effects of external cocreators on service innovation Jung-Kuei HsiehChien Hsiang Liao Empirical article 04 January 2025 Article: 6
Investigating the effect of AI service quality on consumer well-being in retail context Pengyi ShenDemin WanAonan Zhu Empirical article 26 December 2024 Article: 5
Metaverse applications in healthcare: opportunities and challenges EuiBeom JeongDonHee Lee Empirical article 23 December 2024 Article: 4
Impacts of cybersecurity on hospital efficiency and financial performance C. Christopher LeeJeong Hoon ChoiSima Fortsch Empirical article 15 December 2024 Article: 3
Agility as a mediator in the relationship between quality management and hotel performance Eva M. Pertusa-OrtegaJuan José TaríJorge Pereira-Moliner Empirical article Open access 08 December 2024 Article: 2
Correction: Network embeddedness and service innovation: the mediating role of knowledge co-creation and the moderating role of digital transformation Liming ZhangYuxin Yi Correction 03 December 2024 Article: 1
How luxury restaurants build brand love through idiosyncratic service experiences: a double-moderated mediation model Kuo-Chien ChangYi-Sung ChengYao-Chin Wang Empirical article 13 November 2024 Pages: 555 - 582
Network embeddedness and service innovation: the mediating role of knowledge co-creation and the moderating role of digital transformation Liming ZhangYuxin Yi Empirical article 12 November 2024 Pages: 523 - 553
User satisfaction with the service quality of ChatGPT Kim Shin YoungSang-Gun LeeGa Youn Hong Empirical article 02 September 2024 Pages: 417 - 431
The impact of knowledge incompatibility and communication style differences on patients’ perceived value of online medical consultations Jiamin PengLingwen HuangYue Chen Empirical article 28 August 2024 Pages: 473 - 501
Enhancing flight attendants’ well-being: exploring the impact of social exchange relationships and job crafting Sooyun KimDonghyun ChoiHeerim Nam Empirical article 16 August 2024 Pages: 503 - 522
Coping strategies for serial service failures in peer-to-peer sharing services: the power of empathic communication Sooyun KimSunmee ChoiRohit Verma Empirical article 18 July 2024 Pages: 455 - 472
The role of authenticity in creating shared value: From the perspective of sports firms’ corporate image and customer loyalty Seung Kook ChoiYonghwi Noh Empirical article 28 June 2024 Pages: 433 - 454
The role of customer forgiveness and perceived justice in restoring relationships with customers Andreawan HonoraKai-Yu WangWen-Hai Chih Empirical article 27 June 2024 Pages: 363 - 393
Narcissism on display? Effects of full-shot and medium-shot photographs posted on social media on tourists’ attraction visit interest Wee-Kheng TanJia-You Dong Empirical article Open access 18 June 2024 Pages: 339 - 361
Customer and supervisor incivility, psychological distress, and job performance among airport frontline employees: the moderating role of mindfulness Do Uyen TamNguyen Thi Mai Trang Empirical article 18 June 2024 Pages: 395 - 416
Service dyads: understanding the dynamics of social perspective-taking and value co-creation amidst service problems Dan Jin Empirical article 08 June 2024 Pages: 287 - 313
The benefits of service employees’ resilience in the workplace: a mediation and moderation analysis Kieu-Giang Hoai LeNguyen-Hau Le Empirical article 03 June 2024 Pages: 315 - 338
Perceived retailer innovativeness and its impact on customer engagement behavior in smart retailing Kan JiangJunyuan ZhengShaohua Luo Empirical article 29 May 2024 Pages: 255 - 285
Synthesizing three decades of digital servitization: a systematic literature review and conceptual framework proposal Pedro E. MinayaLucía AvellaJuan A. Trespalacios Theoretical article Open access 08 May 2024 Pages: 193 - 222
Operative service delivery planning and scheduling in Product-Service Systems Enes AlpFabiana PirolaBernd Kuhlenkötter Review article Open access 21 April 2024 Pages: 161 - 192
The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior Joana Boesche TomazelliSimoni F. RohdenLélis Balestrin Espartel Empirical article Open access 19 March 2024 Pages: 133 - 159
Correction: A comparative analysis of contactless e-service encounters in online platforms Sang M. LeeSoon Goo HongDonHee Lee Correction 13 March 2024 Pages: 27 - 27
The impact of internal social responsibility on service employees' job satisfaction and organizational engagement Loan Thi-Hong VanLe Dang LangJoão Ferreira Empirical Article Open access 06 March 2024 Pages: 101 - 131
A comparative analysis of contactless e-service encounters in online platforms Sang M. LeeSoon Goo HongDonHee Lee Empirical article 06 March 2024 Pages: 1 - 26
A bibliometric analysis of metaverse technologies in healthcare services Seckin DamarGulsah Hancerliogullari Koksalmis Theoretical article Open access 14 February 2024 Pages: 223 - 254
Effects of ambidextrous human capital deployment on the performance of haute cuisine restaurants Susana Fernández-Pérez de la LastraGonzalo Sánchez-Gardey Empirical article 23 January 2024 Pages: 53 - 80
Diminishing role of regional uniqueness in preference to shop online amid COVID-19: a longitudinal analysis Buraj Patrakosol Empirical article 02 January 2024 Pages: 29 - 51
Validation of a design orientation scale in the trade and tourism sectors and assessment of its impact on firms’ performance Mónica Cantó-PrimoIrene Gil-SauraMarta Frasquet-Deltoro Empirical article Open access 12 December 2023 Pages: 81 - 100
Flash sales: how consumers’ emotional responses to negative word-of-mouth affect diagnosticity and purchase intentions Wee-Kheng TanPo-Yen Chen Empirical article Open access 27 November 2023 Pages: 1001 - 1024
Doing good for good: how does corporate social responsibility drive customer citizenship behavior? The mediation of engagement, trust, and identification Shih-Hao WuStephen Chi-Tsun HuangYu-Xuan You Empirical article 14 November 2023 Pages: 937 - 962
Connecting artificial intelligence to value creation in services: mechanism and implications Minjun Kim Review article Open access 31 October 2023 Pages: 851 - 878
Exploring robot service quality priorities for different levels of intimacy with service Ai-Hsuan ChiangSzu-Yu Chou Theoretical article 25 October 2023 Pages: 913 - 935
The contingent impacts of dynamic service innovation capabilities on firm performance Jun ZhanShun ZhangSilvana Trimi Empirical article 23 October 2023 Pages: 819 - 849
Underscoring trainer's lack of effort or talent in service failure of personal fitness training: customers' negative word-of-mouth response Sangchul ParkHyun-Woo LeeCalvin Nite Empirical article 27 September 2023 Pages: 1025 - 1050
What Makes Viewers Engage in Live Streaming Shopping during and after the Pandemic: An Affordance Perspective Ping LiSeoyoun LeeYounghoon Chang Empirical article 26 September 2023 Pages: 963 - 1000
Adolescents’ attempts at influence and self-reported errors in family vacation decisions: a cross-regional study Che-Jen SuYi-Fang LanCarlos Eduardo Pinto Pimentel Empirical article 22 September 2023 Pages: 879 - 911
Segmenting travellers of luxury destinations in a post-pandemic era Nazia Nabi Empirical article 08 August 2023 Pages: 747 - 770
Promoting intrapreneurial behavior in banking: the role of high-performance work systems, knowledge management processes, and supervisor support Lorenzo Revuelto-TaboadaAlexandra Portalanza-ChavarríaFernando Cedeño-Alejandro Empirical article Open access 30 July 2023 Pages: 789 - 817
O2O switching determinants and successful drivers in omnichannel retailing services Pei-Ju Wu Empirical article 28 July 2023 Pages: 771 - 788
The effect of subscription relational bond on customer engagement and stickiness in podcast: the moderating role of social connectedness Yu-Hsin ChenChing-Jui Keng Empirical article 28 June 2023 Pages: 723 - 745
