Service Business

2007 - 2025

Current editor(s): S.M. Lee and J. Millet Roig

From:
Springer
Pan-Pacific Business Association
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Volume 19, issue 4, 2025

Beyond complementarity: interactive and bounded effects of dynamic service innovation capabilities on firm performance pp. 1-33

Jun Zhan, Shun Zhang, Silvana Trimi and Duong Thuy Pham

Chains in context: environmental munificence and turbulence as moderators of the impact of franchising on restaurant chain performance pp. 1-23

Jaeyoung Kang and Bret Sanner

Exploring the relationships among online-to-offline (O2O) customers’ perceived justice, post-recovery satisfaction, and repurchase intention pp. 1-25

Ji-Yong Jeon, Suk-Ki Hong, Hong-Hee Lee and So Ra Park

Unleashing frontline employee creativity through emotional intelligence: a self-determination theory lens pp. 1-34

Makoto Fujii

Interplay between brand hate and brand apology in ridesharing pp. 1-22

Saubhagya Bhalla, Praneet Rangi Randhawa and Hugo Guyader

Volume 19, issue 3, 2025

Exaggerated statements in online consumer reviews: causes and implications pp. 1-22

Mark Anthony Camilleri, Shakti Bodh Bhatnagar and Debarun Chakraborty

A store-level analysis of frontline employees as enhancers of store loyalty pp. 1-31

Theuns Kotzé and Pierre Mostert

Research priorities through the lens of remote work in hospitality, leisure, sports, and tourism pp. 1-39

Che-Jen Su, Xin Wang, Cheng-Fang Hu, Kunihiko Moriya, Nicolas Lorgnier, Yi-Fang Lan and Jun Liu

Influence of the characteristics of dual-role platforms and streamers on consumer trust and purchase intention in live streaming commerce pp. 1-24

Nattharuja Korsakul, Ja-Shen Chen and Hung-Tai Tsou

Consumer recognition of service and product attributes in smartphone rivalries pp. 1-24

Zhongyi Piao, Seayoung Park, Jin Sung Rha and Jiho Yoon

AI–human collaboration in services: an integrative framework to uncover the key success factors pp. 1-45

EuiBeom Jeong and DonHee Lee

Volume 19, issue 2, 2025

Exploring consumers’ stick-or-switch behaviors in omnichannel retailing service: self-determination theory perspectives pp. 1-28

Yi-Mu Chen and Tseng-Lung Huang

Serving with masks: a comparative analysis of flight attendants’ emotional labor between normal and COVID-19 times pp. 1-35

Anna D. Winkler, Nina Pihan, Dieter Zapf and Marcel Kern

Leveraging AI in arts: a case study of music creating venture EnterArts pp. 1-16

Suk-Ki Hong and Hong-Hee Lee

Recipes for consumer loyalty intentions toward AI speakers: A complexity theory approach pp. 1-23

Sooyun Kim, Minjeong Ko and Luri Lee

Volume 19, issue 1, 2025

Exploring the effects of external cocreators on service innovation pp. 1-33

Jung-Kuei Hsieh and Chien Hsiang Liao

Effects of the industry format on sustainability-oriented service innovation, relationship value, and firm performance pp. 1-27

Antonio Marín-García, Irene Gil-Saura, María Eugenia Ruiz-Molina and Mihaela Simona Moise

Star wars: customer loyalty for YouTube stars through service innovation and value co-creation pp. 1-27

Jain Saurabh and Jain Dinesh

Investigating the effect of AI service quality on consumer well-being in retail context pp. 1-35

Pengyi Shen, Demin Wan and Aonan Zhu

Standardization versus customization in artificial intelligence-based services: what fuels continuous intention to use on digital platforms? pp. 1-23

Sung Yeon Kim and Jin Min Kim

Agility as a mediator in the relationship between quality management and hotel performance pp. 1-30

Eva M. Pertusa-Ortega, Juan José Tarí, José F. Molina-Azorín and Jorge Pereira-Moliner

Influence of religion on the entrepreneurial mindset and the mediating role of entrepreneurial self-confidence: a study of the restaurant industry pp. 1-19

Seongbae Lim, Mina Jun and Jeongsoo Han

Impacts of cybersecurity on hospital efficiency and financial performance pp. 1-24

C. Christopher Lee, Jeong Hoon Choi, Jung Young Lee and Sima Fortsch

Who influences family tourism decisions? Incorporating children’s perceptions pp. 1-26

María-Mercedes Rojas- de-Gracia

Correction: Network embeddedness and service innovation: the mediating role of knowledge co-creation and the moderating role of digital transformation pp. 1-1

Liming Zhang and Yuxin Yi

Metaverse applications in healthcare: opportunities and challenges pp. 1-38

EuiBeom Jeong and DonHee Lee

Optimizing donations for End-of-life healthcare: investments in service diversity initiatives pp. 1-28

Christopher M. Starkey, Soode Vaezinejad and Dara Schniederjans

Volume 18, issue 3, 2024

The role of customer forgiveness and perceived justice in restoring relationships with customers pp. 363-393

Andreawan Honora, Kai-Yu Wang and Wen-Hai Chih

Customer and supervisor incivility, psychological distress, and job performance among airport frontline employees: the moderating role of mindfulness pp. 395-416

Do Uyen Tam and Nguyen Thi Mai Trang

User satisfaction with the service quality of ChatGPT pp. 417-431

Kim Shin Young, Sang-Gun Lee and Ga Youn Hong

The role of authenticity in creating shared value: From the perspective of sports firms’ corporate image and customer loyalty pp. 433-454

Seung Kook Choi and Yonghwi Noh

Coping strategies for serial service failures in peer-to-peer sharing services: the power of empathic communication pp. 455-472

Sooyun Kim, Sunmee Choi and Rohit Verma

The impact of knowledge incompatibility and communication style differences on patients’ perceived value of online medical consultations pp. 473-501

Jiamin Peng, Lingwen Huang, Yujuan Guo, Xiaoyun Yang and Yue Chen

Enhancing flight attendants’ well-being: exploring the impact of social exchange relationships and job crafting pp. 503-522

Sooyun Kim, Donghyun Choi and Heerim Nam

Network embeddedness and service innovation: the mediating role of knowledge co-creation and the moderating role of digital transformation pp. 523-553

Liming Zhang and Yuxin Yi

How luxury restaurants build brand love through idiosyncratic service experiences: a double-moderated mediation model pp. 555-582

Kuo-Chien Chang, Yi-Sung Cheng and Yao-Chin Wang

Volume 18, issue 2, 2024

Operative service delivery planning and scheduling in Product-Service Systems pp. 161-192

Enes Alp, Fabiana Pirola, Roberto Sala, Giuditta Pezzotta and Bernd Kuhlenkötter

Synthesizing three decades of digital servitization: a systematic literature review and conceptual framework proposal pp. 193-222

Pedro E. Minaya, Lucía Avella and Juan A. Trespalacios

A bibliometric analysis of metaverse technologies in healthcare services pp. 223-254

Seckin Damar and Gulsah Hancerliogullari Koksalmis

Perceived retailer innovativeness and its impact on customer engagement behavior in smart retailing pp. 255-285

Kan Jiang, Junyuan Zheng, Meilian Qin and Shaohua Luo

Service dyads: understanding the dynamics of social perspective-taking and value co-creation amidst service problems pp. 287-313

Dan Jin

The benefits of service employees’ resilience in the workplace: a mediation and moderation analysis pp. 315-338

Kieu-Giang Hoai Le and Nguyen-Hau Le

Narcissism on display? Effects of full-shot and medium-shot photographs posted on social media on tourists’ attraction visit interest pp. 339-361

Wee-Kheng Tan and Jia-You Dong

Volume 18, issue 1, 2024

A comparative analysis of contactless e-service encounters in online platforms pp. 1-26

Sang M. Lee, Soon Goo Hong and DonHee Lee

Correction: A comparative analysis of contactless e-service encounters in online platforms pp. 27-27

Sang M. Lee, Soon Goo Hong and DonHee Lee

Diminishing role of regional uniqueness in preference to shop online amid COVID-19: a longitudinal analysis pp. 29-51

Buraj Patrakosol

Effects of ambidextrous human capital deployment on the performance of haute cuisine restaurants pp. 53-80

Susana Fernández-Pérez de la Lastra and Gonzalo Sánchez-Gardey

Validation of a design orientation scale in the trade and tourism sectors and assessment of its impact on firms’ performance pp. 81-100

Mónica Cantó-Primo, Irene Gil-Saura and Marta Frasquet-Deltoro

The impact of internal social responsibility on service employees' job satisfaction and organizational engagement pp. 101-131

Loan Thi-Hong Van, Le Dang Lang, Trong Liem-Phuoc Ngo and Joao Ferreira

The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior pp. 133-159

Joana Boesche Tomazelli, Simoni F. Rohden and Lélis Balestrin Espartel