A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations
The hospitality and tourism industry faces serious challenges during public health
emergencies such as COVID-19. Managers are concerned not only about how to maintain …
emergencies such as COVID-19. Managers are concerned not only about how to maintain …
Service systems: a broadened framework and research agenda on value propositions, engagement, and service experience
JD Chandler, RF Lusch - Journal of Service Research, 2015 - journals.sagepub.com
The proposed framework sheds light on the fundamental role that value propositions play in
service systems. Building on service-dominant logic from marketing and structuration theory …
service systems. Building on service-dominant logic from marketing and structuration theory …
Consumers acceptance of artificially intelligent (AI) device use in service delivery
This study develops and empirically tests a theoretical model of artificially intelligent (AI)
device use acceptance (AIDUA) that aims to explain customers' willingness to accept AI …
device use acceptance (AIDUA) that aims to explain customers' willingness to accept AI …
[HTML][HTML] The impact of virtual, augmented and mixed reality technologies on the customer experience
Abstract The arrival of Virtual-Reality, Augmented-Reality, and Mixed-Reality technologies is
shaping a new environment where physical and virtual objects are integrated at different …
shaping a new environment where physical and virtual objects are integrated at different …
“Untact”: a new customer service strategy in the digital age
SM Lee, DH Lee - Service Business, 2020 - Springer
The Industry 4.0 era has brought a shift in consumers' purchasing behaviors from traditional
retailing to online and/or mobile channels, triggered by advanced digital technologies and …
retailing to online and/or mobile channels, triggered by advanced digital technologies and …
Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers' service experiences
Technology is rapidly changing the nature of service, customers' service frontline
experiences, and customers' relationships with service providers. Based on the prediction …
experiences, and customers' relationships with service providers. Based on the prediction …
Customer engagement: the construct, antecedents, and consequences
In this study, we highlight the need and develop a framework for customer engagement (CE)
by reviewing the marketing literature and analyzing popular press articles. By understanding …
by reviewing the marketing literature and analyzing popular press articles. By understanding …
“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
The service encounter–one of the foundational concepts in service research–is
fundamentally changing due to rapid evolutions in technology. In this paper, we offer an …
fundamentally changing due to rapid evolutions in technology. In this paper, we offer an …
Applications and implications of service robots in hospitality
A Tuomi, IP Tussyadiah… - Cornell Hospitality …, 2021 - journals.sagepub.com
Service robots continue to permeate and automate the hospitality sector. In doing so, these
technological innovations pose to radically change current service production and delivery …
technological innovations pose to radically change current service production and delivery …
Frontline service technology infusion: conceptual archetypes and future research directions
Purpose Smart technologies and connected objects are rapidly changing the organizational
frontline. Yet, our understanding of how these technologies infuse service encounters …
frontline. Yet, our understanding of how these technologies infuse service encounters …