Intelligent AI devices have become a common presence in the business landscape, offering
a wide range of services, from the medical sector to the hospitality industry. From an …

As the role of service robots has become increasingly important in service encounters,
existing literature has widely adopted the technology acceptance model to understand …

Employer branding has gained considerable interest in theory and practice, however,
current hotel management literature has neglected to investigate the dimensional influence …

The service productivity literature has grown remarkably over the last two decades and has
gathered substantial knowledge. However, with the gradual acceleration of knowledge …

The cornerstone of any successful organizations is the frontline employees. Frontline
employees (FLEs) are always in action at the frontline of the business. They do not operate …

With the growth of e‐commerce and associated home deliveries, understanding the role of
drivers in shaping the customer experience in last‐mile delivery is now more crucial than …

Purpose Despite the prominence of ethics in mainstream marketing and sales literature,
studies on the role of unethical sales practices remain sparse. As a result, we sought to fill …

Purpose The purpose of this paper is to establish a reference model that will allow us to
understand the factors that influence the omnichannel management of an organization in a …

Abstract Service innovation is of importance in achieving business success. This study aims
to understand how customer participation affects employees' service innovation through …

Artificial intelligence (AI) applications are observed in different industries including the
services, where the impressive changing pace is boosted by the technological advances in …