Robots or frontline employees? Exploring customers’ attributions of responsibility and
stability after service failure or success | Emerald Insight Books and journals Case studies …

Reusable packaging systems (RPSs) can significantly reduce single-use packaging waste.
However, knowledge about consumers' adoption of this kind of packaging is scarce. We …

This study aims to develop a conceptual framework of the service delivery system design for
hospitality firms in the (post-) viral world. Several theoretical approaches such as resource …

Purpose–The purpose of this paper is to propose and test a comprehensive model that
captures individual, system and situational drivers of customers' intention to use and actual …

The article sets out to develop a deeper understanding of the drivers of switching behavior in
an online grocery context, which is becoming a key area of focus for grocery retailers …

Self-service technology (SST) has been increasingly integrated into today's service industry.
The ability to understand how customers perceive SST and improve its quality is therefore …

Purpose Qualitative research suffers from “contestation” and a lack of “boilerplate” problems
to assessing and presenting qualitative data, which have hampered its development and the …

The implementation of robots in tourism services is transforming how companies interact
with their customers and create value. Although corporate initiatives are beginning to focus …

We compare person-to-person service encounters with those in which the service provider is
an information system to identify the capabilities needed to personalize a service encounter …

Online service failure: antecedents, moderators and consequences | Emerald Insight Books
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