Purpose Following the continued development of transformative service research and the
prevalence of the service-dominant logic in services marketing literature, increased …

Purpose Access to services for consumers with disabilities (CwD) has gained increased
attention from researchers and service providers in recent years. Consequently, ensuring …

Despite offering substantial opportunities to tailor services to consumers' wants and needs,
artificial intelligence (AI) technologies often come with ethical and operational challenges …

The “digital divide” refers to societal-level inequalities of digital access, capabilities, and
outcomes. To explore how the digital divide affects customers experiencing vulnerability …

Transformative service initiatives (TSIs) refer to activities by organizations (public, private,
nonprofit) or volunteers to serve people experiencing vulnerabilities, including long-term …

Purpose This study aims to investigate how Internet services can improve the well-being of
elderly consumers. Drawing on transformative service research (TSR) and technology …

This research explores the effects of the DART model of value co‐creation on customer
retention. To do so, the current research examines the moderating role of types of customer …

Purpose When customers feel that they have no choice but to stay with their current provider
to obtain a service that they need, they feel captive. This study aims to investigate customer …

While customers are increasingly uncivil in the workplace, many hospitality firms continue to
have customer centric policies that can negatively impact employees without considering the …

This study deepens knowledge on the implementation of core values in servicescapes by
analyzing how core value trade-offs and spillovers occur within servicescapes and how …