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Diversity and inclusion in hospitality and tourism: bridging the gap between employee and customer perspectives
Purpose This paper aims to provide a critical reflection on diversity and inclusion research
from the hospitality and tourism literature. Design/methodology/approach Through …
from the hospitality and tourism literature. Design/methodology/approach Through …
Immersive technologies and consumer behavior: A systematic review of two decades of research
Immersive technologies, including augmented reality (AR), virtual reality (VR), mixed reality
(MR), and three-dimensional (3D) views, are digitally expanding consumers' reality …
(MR), and three-dimensional (3D) views, are digitally expanding consumers' reality …
Adapting research methodology during COVID-19: lessons for transformative service research
Purpose Coronavirus disease 2019 (COVID-19) has created a challenging, yet
opportunistic, environment in which to conduct transformative service research (TSR) and …
opportunistic, environment in which to conduct transformative service research (TSR) and …
Brave new world: service robots in the frontline
Purpose The service sector is at an inflection point with regard to productivity gains and
service industrialization similar to the industrial revolution in manufacturing that started in the …
service industrialization similar to the industrial revolution in manufacturing that started in the …
Service research priorities: designing sustainable service ecosystems
This article utilizes input from service scholars, practitioners, reviews of published literature,
and influential policy documents to identify service research priorities that push the …
and influential policy documents to identify service research priorities that push the …
[HTML][HTML] Setting the future of digital and social media marketing research: Perspectives and research propositions
The use of the internet and social media have changed consumer behavior and the ways in
which companies conduct their business. Social and digital marketing offers significant …
which companies conduct their business. Social and digital marketing offers significant …
Frontline service technology infusion: conceptual archetypes and future research directions
Purpose Smart technologies and connected objects are rapidly changing the organizational
frontline. Yet, our understanding of how these technologies infuse service encounters …
frontline. Yet, our understanding of how these technologies infuse service encounters …
Leveraging service design for healthcare transformation: Toward people-centered, integrated, and technology-enabled healthcare systems
Purpose This paper explores how service design can contribute to the evolution of health
service systems, moving them toward people-centered, integrated and technology-enabled …
service systems, moving them toward people-centered, integrated and technology-enabled …
Deploying artificial intelligence in services to AID vulnerable consumers
Despite offering substantial opportunities to tailor services to consumers' wants and needs,
artificial intelligence (AI) technologies often come with ethical and operational challenges …
artificial intelligence (AI) technologies often come with ethical and operational challenges …
Personalized communication as a platform for service inclusion? Initial insights into interpersonal and AI-based personalization for stigmatized consumers
Although calls for inclusiveness in services are becoming more vigorous, empirical research
on how to design and implement service inclusion for stigmatized consumers remains scant …
on how to design and implement service inclusion for stigmatized consumers remains scant …