Purpose Innovative firms have rapidly developed artificial intelligence (AI) capabilities into
their service ecosystems, essentially changing perceptions of what is service quality and …

Intelligent agents (IAs) are permeating both business and society. However, interacting with
IAs poses challenges moving beyond technological limitations towards the human-computer …

Customers increasingly orchestrate their everyday activities with the support of technology,
with services increasingly adopting AI-based applications. Yet, research is still in its infancy …

Purpose The purpose of this study is to investigate the relationships that influence the value
co-creation process and lead to consumer comfort with artificial intelligence (AI) and mobile …

Digital transformation is among the most pervasive forces disrupting business models
across every industrial sector. While prior research has explored the digital transformation of …

The study explores factors affecting university students' behavioural intentions in adopting
an academic advising chatbot. The study focuses on functional, socio-emotional, and …

Purpose By extending the service robot acceptance model (sRAM), this study aims to
explore and enhance the acceptance of chatbots. The study considered functional …

Customer ecosystems: exploring how ecosystem actors shape customer experience |
Emerald Insight Books and journals Case studies Expert Briefings Open Access Publish with …

Consumers are increasingly expected to be active in managing their personal well-being.
Agency, meaning individuals' ability to reflect on their circumstances, effect change, and act …

Digitalization and related transformation in services is disrupting existing businesses and
changing the positions and roles of incumbent and new players in the industry, as well as …