The metaverse has the potential to extend the physical world using augmented and virtual
reality technologies allowing users to seamlessly interact within real and simulated …

Work and employment are a significant constituent part of tourism and are gaining ground as
an area of research. This review paper offers a critical reflection on the field of tourism work …

Artificial intelligence (AI) has become a disruptive force that has revolutionized industries
and changed business practices. The integration of AI has brought numerous benefits to …

Managing customer experiences has become a key strategic priority for service research
and management. Yet researchers and managers lack a customer experience (CX) …

This article utilizes input from service scholars, practitioners, reviews of published literature,
and influential policy documents to identify service research priorities that push the …

Recently, Gen AI has garnered significant attention across various sectors of society,
particularly capturing the interest of small business due to its capacity to allow them to …

Abstract Advancements in conversational Artificial Intelligence (AI) have led to rapid growth
in firms' use of AI chatbots in customer service roles. While the shareholder wealth effects of …

The service-dominant (SD) logic lens for understanding value co-creation and customers'
interactive roles in the service exchange has emerged as a focal theme of interest among …

Purpose Recent service studies suggest focusing on the service triad consisting of
technology-customer-frontline employee (FLE). This study empirically investigates the role of …

Purpose Technology-enabled business-to-business (B2B) services contribute the largest
share to GDP growth and are fundamental for an economy's value creation. This article aims …