Frontiers in Service 2024

Wearing Both Hats: Dual Roles as a Signaling Mechanism in Two-Sided Service Platforms | Esther J. Kim, Helen Haeeun Chun, Joonhyuk Yang and Sunghan Ryu

Just Laugh it Off – Effects of Stigmatizing Humor as a Response to Customer Failures in a Service Recovery Processes | Kira Marie Heimann, Nicola Bilstein, Jens Hogreve and Jannes Marquardt

Staying True to Your Word: How Brand Name Pronounceability Shapes Brand Credibility In Marketing Communications | Tingwen Xiao

Fostering Knowledge Flow in Multidisciplinary Healthcare Services: The Impact of Social Categorization and Intergroup Bias | Susan Stead, Julian Hannen, Torsten-Oliver Salge, David Antons, Christian Hopp and Tomas Farchi

Amplifying the voices of older consumers: Ethnodrama as a pathway to ethics of care | Catharina von Koskull, Johanna Gummerus and Martin Fougère

Implementing The Circular Economy: A Service Innovation Perspective | Sonnich Sonnichsen, Ad de Jong Jesper Clement, Roger Mauli, Chris Voss

Consumer Evaluations of AI-based Frontline Service Technologies: A Systematic Literature Review | Ihtesham Ud Din and Allard C.R. Van Riel

Tackling the pre-recovery stage by implementing collateral compensation | Chiara Orsingher

Special Needs Planning: Understanding the Availability and Acceptance of this Specialized Service | William Montford, Inga Timmerman and Duane Nagel

A Longitudinal Field Study on Dynamic Pricing in Overcrowded Service Settings: The role of frontline mitigation tactics | Kevin Giang Barrera, Denish Shah and Alokparna Monga

Exploring a Value-Added Service in the Secondhand Luxury Product Market | Christine Kowalczyk

Being In Sync: Digital Twins in Service | Louisa Peine, Jens Hogreve and Jochen Wirtz

Saving Lives by Increasing Short- and Long-Term Blood Donations: A Longitudinal Practitioner Collaboration Comparing Public and Private Events | Riley Krotz, Carl-Philip Ahlbom, Stephanie Noble, Dhruv Grewal and Benjamin Prijatel

Responsible Luxury Hospitality: Can Effective Communication Increase Brand Credibility in Sustainability? | Serena Rovai, Nicola Bellini and Cecilia Pasquinelli

The negative effect of "open secrets" in hospitality: Controversial practices and response strategies | Fanny Cambier and Paolo Antonetti

Service brand recovery from greenwashing: Effectiveness and contingency factors | Björn Frank, Yingfei Hu and Wonjun Joung

How Am I Doing or How Do I Feel I Am Doing? Consumer Assessments of Financial Well-being | Jordan Bell and Dee Warmath

Exploring Quick-Commerce Logistics Quality on Repurchase Intention | Ching-Wen Chang and Wei-Lun Chang

Market Optimized Conjoint: A Methodology For Evaluating Product Lines With Extensive Features In A Complex Competitive Environment | Charles Colby, Andrew Elder and Darin Mills

The Influence of Supplier's Consultation-Oriented Services on Customer Partnership Behaviors In Industrial Markets | Jiun-Sheng, Chris Lin and Hawyi Liang

Gender-based Servicescape Cues: Their Effect on Spending on Status-signaling Products in Service and Retail Settings | Corinne Hassler, Poja Shams, Anders Gustafsson, Maura Scott, Martin Mende and Nicole Hess

Placing The Power In The Hands Of The Vulnerable: A Power Shifting Transformative Service Design | Elina Tang

The Silver Tsunami: Navigating Challenges and Embracing Opportunities in an Aging Society | Tor Andreassen, Line Lervik-Olsen and Seidali Kurtmollaiev

Digitaltech-Humanness in Primary Healthcare Service: Fear, Frustration and Future Proofing | Janet McColl-Kennedy, Fiona Willer, Emma Baillie and Mohamed Zaki

Conceptualizing Multi-device Experience | Mingxia Ma, Laszlo Sajtos and Xiaoyi Gao

Buffered Blame: How CSR Hiring Initiatives Affect Service Failure Perceptions | Landon McFarland and Tom Baker

Exploring the Impact of Shift-Based Service Focus on Frontline Employee Behaviors and Customer Loyalty | Amy Fehl, Valerie Good and Todd Arnold

AI Behavioral Control in Frontline Employee-Customer Interactions: Big Boss or Teammate? | Avishek Lahiri, Ayan Ghosh Dastidar and Alex Zablah

The Role of Instrumental and Symbolic Job Attributes for the Work Fulfillment of Service Workers | Camden Cusumano and Dee Warmath

Velocity of Engagement: Enhancing Peer-to-Peer Value Co-Creation | Tom Chen, Darren How and Marjan Aslan

A Longitudinal Examination of the Impact of Companies' Sustainability-Related Communications and Customers' Perceptions of Firms' Social Innovativeness on Customer Satisfaction | Timothy Keiningham, Lerzan Aksoy, Alexander Buoye, Bart Lariviere, Forrest Morgeson III and Gina Woodall

The Conflict Between Negative Stereotypes and Positive CSR Message: How Do Consumers Make Purchase Decisions of Imperfect Food | Lavi Peng, Anni Ding, Heyao Yu and Anna Mattila

Innovate to Elevate: Enhancing Customer Loyalty through Perceived Innovation and Satisfaction | Line Lervik-Olsen, Tor Wallin Andreassen and Seidali Kurtmollaiev

Exploring the Impact of Anthropomorphism on Consumer Satisfaction with Self-Service Technology: A Comparative Analysis of Visual, Textual and Verbal Anthropomorphism | Susana Jaramillo, Christian Barney and Nicole Boylan

Managing Attributes of Responsibility For Product Failures In A Multi-Agent Context | Paolo Antonetti, Ilaria Baghi and Yany Gregoire

Are Chatbots with Super-Human Speed More Adaptive? | Helen Si Wang, Daniel C. Brannon and Moe Manshad

The Economic and Circular Potential of Servitization Strategies: A Multiple Case Study | Katrien Verleye, Lisa Antonissen, Anse Smeets and Arne De Keyser

How Service Employee Satisfaction Affects Customer Satisfaction: The Mediating Mechanism of Emotional Labor and Emotional Contagion | Jiun-Sheng Chris Lin and Cheng-Yu Lin

Snapshot: How Psychological Distance Moderates the Impact of Image Brightness and Saturation on Customer Demand on Digital Platforms | Ilias Danatzis and Stuart Barnes

Emotional Response Analysis of Limited Time Offer Advertisement Elements | Francisco Jesus Guzman Martinez and Ma. Margarita Orozco Gómez

Enabling Marketplaces: An Embodied Strengths-Based Logic for Customers with (Dis)abilities | Nicklas Salomonson and Raymond Fisk

Innovation as a Market Differentiator: How to Identify Innovation Strategies to Win in a Competitive Marketplace | Charles Colby, Gina Woodall and Sara Farbry

Shifting Line of Visibility: Consumer Perceptions of Services Crafted through Human-AI Collaboration | Marjan Aslan, Sanjit Roy, Ali N. Tehrani and Jochen Wirtz

The Moderating Effect of Religiosity on the Relationship Between Workplace Ostracism and Service Sabotage in the LGBTQ+ Community | Amit Mahimkar, Edward Ramirez and John Hadjimarcou

When your Service Provider Partakes: Consumer Perceptions of Service Providers’ Medical versus Recreational Cannabis Use | Nazanin Khaksari, Namita Bhatnagar and Nicolas Roulin

"Mind Over Matter": Harnessing Brain-Computer Interfaces for Enhancing Frontline Employee Performance | Alexander Kies, Tim Hilken, Jonas Heller and Stefanie Paluch

The Emergence of Human-AI Symbiotic Engagement in Services | Khanh Le, Laszlo Sajtos and Werner Kunz

Improving Service Delivery in the Sharing Economy | Kyungwon Lee, Aron Darmody and Genevieve O'Connor

The effect of mortality salience on consumer engagement towards sufficiency | Marie-Julie De Bruyne and Katrien Verleye

Bouncing Back from Life Shocks: The Role of Individual Resilience on Well-being | Rebekah Carnes and Dee Warmath

Elevating Innovation: Social Dynamics at the Heart of New Service Development | Melisa Yildiz, R. Elena Francu, Jos G.A.M. Lemmink and Allard C.R. van Riel

The Role of Cebs in Digital Platforms Emergence and Evolution | Lorena Blasco-Arcas, Juthawan Karnasutathongborisute, Minas N. Kastanakis, and Mathew Alexander

The Consequences of Mediator Intervention In The Post Recovery Stage of The Customer Recovery Journey | Anna Mardumyan and William Sabadie

Customer Experience: How Can Firms Use AI to Predict Share of Wallet? | Mohamed Zaki and Lars Witell

Enhancing Customer Engagement through Frontline Employee Brand Psychology and Customer-Driven Proactive Behaviors | Candice L. Marti, Kristina K. Lindsey Hall and Ji Miracle Qi

The Market Valuation of Subscription Based Services | Jiun-Sheng Chris Lin and Heng-Yu Lin

"Winter Package on Demand" vs. "Seat Heating on Demand": How the Level of Construal Influences Consumer Reactions to On-Demand Features | Selma Saracevic and Tobias Schaefers

How Political Identity Drives the Consumption of Adventure Services: The Voice of Autonomy | The Khoa Do

Transformative Service Ecosystems: An Empirical Exploration of Human Service Ecosystems based on Ecological Concepts | Andrew Gallan, Linda Alkire, Ray Fisk and Kristina Heinonen

Engaging Customers with Transformative Smart Service Systems | Bieke Henkens, Katrien Verleye and Bart Larivière

Beyond Human Touch: Service Rebots and Their Impact on Compliance in Captive Service Encounters | Qingxuan Zhang, Liliana Bove, and Diane Scaraboto

Navigating Role Ambiguity and Role Conflict: Implications for Service Sabotager in Customer Success Management | Amit Mahimkar, Edward Ramirez and John Hadjimarcou

Perceived Quality, Trust, Commitment, and World of Mouth in Online Retail: Using A Moderated Mediation Model of Familiarity | Jacqueline Williams and Dhananjay Bapat

Exploring Service Providers Instruction Behaviors on Customers Compliance and Engagment in Self-Improvement Service Programs | Jiun-Sheng Chris Lin and Ying Chu

The Impact of Livestream Shopping Cues on Consumer Behavior Through Fear of Missing Out: A Mix Method Study | Yilin Zheng

The Role of Service Literacy in Building Life Satisfaction Through Service Selection and Interaction | Juha Lee and Dee Warmath

Exploring the Dark Side of Chatbots' Impact on Customer Engagement | Youssra El Midaoui, Laurence Dessart and Willem Standaert

Chatbot Service: An Integrated Framework of Customer Journey and Experiential Quality | Wei-Lun Chang and Wei-Jou Hsiao

Patient-Provider Relationship in Healthcare: An Examination Into Service Failures and Recovery Options | Genevieve O'Connor and Laurel Cook

Lying for good? Consumer and employee lies in service encounters | Lars Witell, Hannah Snyder, Anders Gustafsson and Jagdish Sheth

The Impact of Wage Inequality on Frontline Employee Performance | Keo Mony Sok, Phyra Sok and David Lie

The duality of in-store services: Benefits of tracking and targeting for brick-and-mortar retailers | Lukas Breustedt and Tobias Schäfers

Adoption of Telecare Services for Aging Adults: A Behavioral ... Reasoning Theory Perspective | Walfried Lassar and Jake Polla

Digitainability Paradoxes in Fashion Sustainability: Navigating the Path to Circular Innovation | Olga Chkanikova, Nicklas Salomonson, Daniel Hjelmgren and Ann Vellesalu

Customer Experience Management In B2B Markets: CX Value Propositions and Archetypal CXM Strategies | Jochen Wirtz, Elina Jaakkola, Maria Holmlund, Wolfgang Ulaga, Tanvir Ahmed, Christian Kowalkowski

Ethical Dilemmas in Services: A Practical Typology | Rodoula Tsiotsou, Sertan Kabadayi, Jennifer Leigh, Julia Bayuk and Brent Horton

Negative customer-to-customer interactions (NCCI): "Blind spots" in service failures | Olivier Furrer, Mikèle Landry, Chloé Baillod, Rodoula Tsiotsou and Jie Yu Kerguignas

From Co-Creation to Self-Design: A Generative AI-Powered Paradigm Shift for Service and Business Models | Helen Zhao

Service Design Challenges: A Practitioner Perspective | Nina Veflen and Line Lervik-Olsen

Using Language Style Matching to Read Between the Lines of Service Interactions | Sandro Arnet, Anne Scherer and Florian von Wangenheim

Mapping customer emotions impact on customer satisfaction: A comparison study of fair trade certified versus traditional brands | Kuttimani Tamilmani, Charles Vincent and Donia Waseem

Self-Dramatization in Metaverses The Coolness of Digital Fashion Services | Ralf Wagner and Agnieszka Kabalska

A Systems Perspective on Service Inclusion: Towards a Conceptualization and Research Agenda

Income Volatility and Indulgent Consumer Spending: A Transformative Service Perspective in the Post-Trust Marketplace | Valentina O. Ubal, Maura L. Scott and Martin Mende

Digital connection in a separated servicescape: longitudinal findings from a fitness App for disabled people | Higor Leite, Peggy Alexopoulou, Ian Hodgkinson and Jerry Han Tien-Der

A rejection-based model of partial service termination and its impact on customers' patronage | Mathieu Béal, Charlotte Lecuyer, Caroline Bayart and Denis Clot

Beyond Transactional Convenience: the Psychological Mechanism of Facial Recognition Mobile Payment on Consumer Consumption Intentions | Yang Ding, Samantha Murdy and Andrew Davis

Evaluating The Way We Work and Our Productivity Malaise | Barry Cross

The Contribution of Employer Branding Strategies in the Service Profit Chain: a research study in the Hotel Sector | Teresa Proença, João Proenca and Ana Mendes

Financial Decision-Making Ability as a Durable Resource in Financial Decision Making | Heejae Hannah Lee and Dee Warmath

Consumer reactions to women's career advancement: Manufacturing vs. service | Yingfei Hu and Björn Frank

Services provided through nature-based solutions – Citizens perception of NBS for improving their quality of life and wellbeing | Christina Haderer, Stefan Mang and Janine Maier

Study on Risks and Benefits of Customer Webrooming Behaviors | Nalini Palaniswamy and Sampath Kumar

What if I Made the Wrong Renewal Decision: The Mediating and Moderating Roles of Anticipated Regret in Switching Barrier-Based Customer Retention | Jiun- Sheng Chris Lin, Cheng - Yu Lin, Chung - Yueh Wu

Anticipatory guilt in chatbot service recovery | Samiha Mjahed, Houssam Jedidi, Reza Vaezi and Khaloud N Alsaid

IT Service Leadership: Manager’s Navigation Through Uncertainty | Ghazal Hussain and Shuyuan Melcalfe

Inclusive Frontlines: Examining Customer Attitudes Towards Intellectually-Disabled Employees in the Service Sector and Implications for Business Outcomes | Maria Lucila Osorio

Agility at the Frontline: Exploring the Impact of Stress and Organizational Fairness on Frontline Employees | Jerry Jin and Yuanying Zhang

When Speed is not Enough: Comparing Retailers' Propositions and Customers' Perceptions of the Value of Quick Commerce | Johanna Rau, Alessandro Iuffmann Ghezzi and Lina Altenburg

Improving lives of vulnerable people in a mostly informal economy: A Case Study in a Leading Peruvian Corporation | Lucio Lescano Duncan and Manuel Ortiz

"Hey Google": The Transformative Impact of Voice Assistant Devices and Improving Well - Being | Higor Leite, Ian Hodgkinson, Thiago Cavalcanti

The AI Advantage: Digital Tools and Relationship Strategies Transforming Talent Acquisition in Recruiting Firms | Christopher Wilkey and Austin Hostetter

GenAI as a Service Failure Recovery Provider: A Linguistics Approach | Jaylan Azer and Fikry Boutros

The Dark Side of Cookie Notices: The Role of perceptual Fluency | Anna Mardumyan, Manon Favier

Consumer Reactions to Chatbot versus Human Service: An Investigation in the Role of Outcome Valence and Perceived Empathy | Dmitri Markovitch, Rusty Stough and Dongling Huang

Authenticity, Tradition, and Digital Transformation: Navigating the Liminal Phase in Cultural Service Organizations | Saba Samadilashkariani

Therapeutic Emotional Labor and Transformation of Customer Fear: A Qualitative Study on Dental Service | Li Pan, Xi Liu and Jie Li

Fostering Community Service: The Influence of Democratic Beliefs and Social Activism Attitudes on Civic Engagement Behaviors | Camryn Cobb and Dee Warmath

Exploring Consumer Orbiting on Social Media through Collage Approach | Fatiha Boukouyen and Hyunju Shin

Decoding the sustainable value for customers – A netnographic analysis to determine service provider roles for customer sustainability | Gabriela Sitz and Karsten Hadwich

Toward Smart Service Design for Kitchen Experiences of a Restaurant Using a Dual Modeling of Kitchen Functions and Kitchen Staff Activities | Yong Se Kim and Ecem Akar

A conceptual framework and empirical investigation of service failure-recovery, risk transfer, and institutional trust | Daniel Nowak

When and why does expressing emotional competence is better apology in redressing service failure: The roles of self-esteem and customer emotions | Salman Saleem