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 2, 2025

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

Suk-Ki Hong and Hong-Hee Lee

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

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

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

Pengyi Shen, Demin Wan and Aonan Zhu

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

Christopher M. Starkey, Soode Vaezinejad and Dara Schniederjans

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

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

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

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

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

Jung-Kuei Hsieh and Chien Hsiang Liao

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

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

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

EuiBeom Jeong and DonHee Lee

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

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

María-Mercedes Rojas- de-Gracia

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

Volume 17, issue 4, 2023

The contingent impacts of dynamic service innovation capabilities on firm performance pp. 819-849

Jun Zhan, Shun Zhang and Silvana Trimi

Connecting artificial intelligence to value creation in services: mechanism and implications pp. 851-878

Minjun Kim

Adolescents’ attempts at influence and self-reported errors in family vacation decisions: a cross-regional study pp. 879-911

Che-Jen Su, Yi-Fang Lan, Nicolas G. A. Lorgnier, Yung-Kuei Liang, Anne Marie Lebrun, Qiuju Luo, Maria Helena Cavalcanti Silva Belchior and Carlos Eduardo Pinto Pimentel

Exploring robot service quality priorities for different levels of intimacy with service pp. 913-935

Ai-Hsuan Chiang and Szu-Yu Chou

Doing good for good: how does corporate social responsibility drive customer citizenship behavior? The mediation of engagement, trust, and identification pp. 937-962

Shih-Hao Wu, Stephen Chi-Tsun Huang, Ching-Yi Daphne Tsai and Yu-Xuan You

What Makes Viewers Engage in Live Streaming Shopping during and after the Pandemic: An Affordance Perspective pp. 963-1000

Ping Li, Seoyoun Lee, Kyung Young Lee, Sung-Byung Yang and Younghoon Chang

Flash sales: how consumers’ emotional responses to negative word-of-mouth affect diagnosticity and purchase intentions pp. 1001-1024

Wee-Kheng Tan and Po-Yen Chen

Underscoring trainer's lack of effort or talent in service failure of personal fitness training: customers' negative word-of-mouth response pp. 1025-1050

Sangchul Park, Hyun-Woo Lee and Calvin Nite

Volume 17, issue 3, 2023

Driving circular tourism pathways in the post-pandemic period: a research roadmap pp. 633-668

Rocío González-Sánchez, Sara Alonso-Muñoz, María-Sonia Medina-Salgado and María Torrejón-Ramos

Development of a citizen participation public service innovation model based on smart governance pp. 669-694

Soon Goo Hong and DonHee Lee

How independent should a board be? Examine the corporate social responsibility performance in the US healthcare sector pp. 695-721

Vicky Ching Gu

The effect of subscription relational bond on customer engagement and stickiness in podcast: the moderating role of social connectedness pp. 723-745

Yu-Hsin Chen and Ching-Jui Keng

Segmenting travellers of luxury destinations in a post-pandemic era pp. 747-770

Nazia Nabi

O2O switching determinants and successful drivers in omnichannel retailing services pp. 771-788

Pei-Ju Wu

Promoting intrapreneurial behavior in banking: the role of high-performance work systems, knowledge management processes, and supervisor support pp. 789-817

Lorenzo Revuelto-Taboada, Alexandra Portalanza-Chavarría and Fernando Cedeño-Alejandro

Volume 17, issue 2, 2023

Using machine learning to explore the determinants of service satisfaction with online healthcare platforms during the COVID-19 pandemic pp. 449-476

Chengyu Liu, Yan Li, Mingjie Fang and Feng Liu

User psychological states and enterprise information systems adoption: evidence from the United States, Zimbabwe, South Korea, and Paraguay pp. 477-497

Sang-Heui Lee, Christine E. Fogliasso, Seunghye Jung, M. Minsuk Shin and Connie Shum

A value-based view of the smart PSS adoption: a study of smart kitchen appliances pp. 499-527

Ying Yu and Tung-Jung Sung

A qualitative investigation of infusing products with service via strategic alliances among SMEs: a case of servitization pp. 529-555

Diogo Pombo and Mário Franco

Motivations and attitudes towards consulting eWOM when booking accommodation pp. 557-578

Beatriz Moliner-Velázquez, María Fuentes-Blasco and Irene Gil-Saura

Does destination advertisement affect travel motivation, emotion regulation, and visit intention formation? pp. 579-606

Wee-Kheng Tan and Chia-Hua Fan

Towards becoming a service-dominant enterprise: an actor engagement perspective pp. 607-632

Hsin-Hui Chou, Chao-Chin Huang and Pei-Yun Tu

Volume 17, issue 1, 2023

Key concepts in artificial intelligence and technologies 4.0 in services pp. 1-9

Russell W. Belk, Daniel Belanche and Carlos Flavián

Digital transformation trends in service industries pp. 11-36

HeeSoo Chin, Durga Prasad Marasini and DonHee Lee

Applying Industry 4.0 technologies for the sustainability of small service enterprises pp. 37-59

Darshan Pandya and Gopal Kumar

Live support by chatbots with artificial intelligence: A future research agenda pp. 61-80

Mark Anthony Camilleri and Ciro Troise

Perceived value of AI-based recommendations service: the case of voice assistants pp. 81-112

K Akdim and Luis V. Casaló

How monetization mechanisms in mobile games influence consumers’ identity extensions pp. 113-136

Miikka J. Lehtonen, J. Tuomas Harviainen and Annakaisa Kultima

Customer comfort during service robot interactions pp. 137-165

Marc Becker, Dominik Mahr and Gaby Odekerken-Schröder

Exploring the antecedents of customers’ willingness to use service robots in restaurants pp. 167-193

Sebastian Molinillo, Francisco Rejón-Guardia and Rafael Anaya-Sánchez

Humans and/or robots? Tourists’ preferences towards the humans–robots mix in the service delivery system pp. 195-231

Stanislav Ivanov, Craig Webster and Faruk Seyitoğlu

Working with AI: can stress bring happiness? pp. 233-255

Sandra Maria Correia Loureiro, Ricardo Godinho Bilro and Diogo Neto

Transforming data into information for smart services: integration of morphological analysis and text mining pp. 257-280

Minjun Kim and Silvana Trimi

Are customer star ratings and sentiments aligned? A deep learning study of the customer service experience in tourism destinations pp. 281-314

Enrique Bigne, Carla Ruiz, Carmen Perez-Cabañero and Antonio Cuenca

Can robots recover a service using interactional justice as employees do? A literature review-based assessment pp. 315-357

Mathieu Lajante, David Remisch and Nikita Dorofeev

Barriers and opportunities of digital servitization for SMEs: the effect of smart Product-Service System business models pp. 359-393

Marie-Anne Le-Dain, Lamiae Benhayoun, Judy Matthews and Marine Liard

Is the hotel industry really committed to the environment? Answering using the business models framework pp. 395-428

María A. Quintás, Ana Martínez-Senra and Adela García-Pintos

The relationship between entrepreneurial orientation and success of foodservice business: effects of religion pp. 429-448

Seongbae Lim and Sung Tae Kim