The analysis of ambidexterity at the individual level may help to open the black box of
organizational ambidexterity and to address the microfoundations of the exploration …

Artificial intelligence (AI)-powered service chatbot functionality is changing to more
effectively connect with customers in the era of digital marketing. As such, an understanding …

Platforms have gained significant attention in the field of information systems (IS) research.
However, the concept of platforms remains fluid and complex due to the diverse phenomena …

Drawing on the motivation, opportunity and ability (MOA) framework, we investigate the
influence of charismatic leadership on salespeople's service and sales activities—termed …

Artificial intelligence (AI) based chatbots are increasingly deployed in frontline encounters,
because they combine frontline service efficiency and flexibility. Using a large-scale data set …

With the increasingly prevalent of service robots in tourism and hospitality sectors, service
success relies heavily on robot acceptance. However, most of tourism practitioners are …

Whether AI chatbots improve smart experiences and generate revenue is an under-
researched topic. This study fills this research gap by investigating and comparing the …

Purpose This study serves two purposes:(1) to evaluate the effects of organizational
ambidexterity by examining how the balanced and the combined sales–service …

Abstract Service-sales ambidexterity has recently been presented as a modern type of
ambidexterity. Despite the huge prominence of ambidexterity's antecedents, literature has …

An ambidextrous approach to selling, in which salespeople are concurrently responsible for
both selling to and servicing the customer, has become the norm in today's selling …