Journal of Service Management

🎇Paper highlight 🎇 This paper, written by Cristina Mele, Tiziana Russo Spena, Angelo Ranieri and Irene Di Bernardo explores how human–robot collaboration (HRC) transforms work practices (i.e. customer care). 🚀This research offers a novel conceptualization of the systemic and dynamic nature of HRC by placing it within broader frames of activity systems and expansive learning. Curious about it? Dive into the full paper here: https://lnkd.in/eha_GNmE

🔔🔔🔔 Final Call for Papers! We are pleased to invite submissions for a forthcoming special issue of the Journal of Service Management (ABDC: A, IF: 7.8) titled “Redefining Service Excellence: Embracing Responsible, Human-Centric Innovations in the Era of AI & Technology” Service management is rapidly evolving with exciting innovations booming in every sector around the globe, calling for a redefinition of service excellence from both academic and industry perspectives. Amidst unprecedented technological evolutions and advancements, service organizations face evolving challenges in innovating for competitive advantage while ensuring responsible conduct. This special issue sets forth to address how AI and new technologies can foster responsible innovations and service excellence. Here is the Link with details: https://lnkd.in/d9_ZAG-3 Abstract Submission Deadline: February 28, 2025 Full Manuscript Submission Period: August 1, 2025 – November 1, 2025 Abstracts should be submitted to serviceexcellencejosm@gmail.com. Authors of selected abstracts will be invited to submit full manuscripts via the ScholarOne Manuscripts system. We look forward to your contributions!! Guest Editors: Luorong (Laurie) Wu, Temple University, USA Stephanie Liu, The Ohio State University, USA Kevin Kam Fung So, Purdue University, USA Wan Yang, California State Polytechnic University-Pomona, USA Anil Bilgihan, Florida Atlantic University, USA #ServiceManagement #AI #AIInnovation #human-AI #technologicalinnovations #CallForPapers #AcademicResearch #TechnologicalExcellence #HumanCentricDesign

🚨 Exciting Announcement from the Journal of Service Management! 🚨 We are thrilled to share an important transition at the Journal of Service Management. After years of visionary leadership, Professor Jay Kandampully is stepping down as Editor-in-Chief. His dedication and commitment have propelled JOSM to new heights, solidifying its position as a leading platform for groundbreaking service research. We extend our deepest gratitude to Jay Kandampully for his incredible contributions and lasting impact on the journal and the broader service community. As we turn the page to an exciting new chapter, we are delighted to announce the appointment of Linda Alkire (née Nasr) (McCoy College of Business at Texas State University, USA) and Sertan Kabadayi (Fordham University, USA) as the new Co-Editors-in-Chief of JOSM, effective March 1. Both Linda and Sertan are distinguished scholars with an unwavering passion for service research: ✨ Linda Alkire brings deep expertise and a forward-thinking vision for the future of service scholarship. ✨ Sertan Kabadayi is a renowned researcher whose work has significantly shaped the field, with a strong dedication to advancing service knowledge. JOSM is recognized globally for its academic excellence: 📚 ABDC A-level ranking 📈 Impact factor: 7.8 (Q1 in Management) 📊 Scopus CiteScore: 19.2 (#9/478 in Strategy & Management - section of Business, Management, and Accounting) ✅ Highly selective acceptance rate: 8% Linda and Sertan are committed to building on JOSM’s strong foundation, fostering innovation, and supporting researchers as they explore the evolving service landscape. Their leadership will undoubtedly steer the journal toward even greater influence and impact. Please join us in expressing heartfelt appreciation to Jay Kandampully for his exceptional service and in congratulating Linda Alkire and Sertan Kabadayi as they step into their new roles! Let’s continue shaping the future of service research together. 🚀 Texas State University Texas State Department of Marketing The Marketing Area at Gabelli School of Business Fordham Gabelli School of Business 🔗 Read more about the transition here: https://lnkd.in/emBN3-K3

📢 Announcing Journal of Service Management – Volume 36, Issue 1! We’re thrilled to present the latest issue of the Journal of Service Management (Vol. 36, Issue 1), showcasing cutting-edge research that deepens our understanding of service management and human-centric innovation. 📝 Featured Articles: 1️. "Wired for work: brain-computer interfaces’ impact on frontline employees’ well-being" By Dr. Alexander Kies, Arne De Keyser, Susana (Susy) Jaramillo, Jiarui Liu, Elina Tang & Ihtesham Ud Din 🔍 This article examines the impact of brain-computer interfaces (BCIs) on frontline employees' well-being, highlighting their dual role as a stressor and a resource, along with practical implications and future research directions. 2️. "A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration" By Allard Van Riel, Farhad Tabatabaei, Xiaoyi Yang, Ewa M., Velmurugan Palanichamy, Della Clark, Ph.D. & Michael Luongo 🔍This article develops a framework to help managers integrate AI and human employees in service settings, identifying key barriers, facilitators, and strategies for fostering a service climate that ensures personalized, high-quality customer experiences. 3️. "Why should I trust you? Influence of explanation design on consumer behavior in AI-based services" By Florence Nizette, Wafa Hammedi, Allard Van Riel & Nadia Steils 🔍 This study examines how explanation detail and consumer control in AI-based services impact trust and acceptance, providing insights for service providers on optimizing explanations to enhance consumer evaluations and adoption. 4️. "The effect of language style in online reviews on consumers’ word-of-mouth recommendations" By Zhenzhong Zhu, Xiaowen Zhao, Minghui Shan & Haipeng (Allan) Chen 🔍 This study examines how literal and figurative language styles in online reviews influence consumer word-of-mouth recommendations, highlighting the role of construal level, depth of information processing, and service type as key moderating factors. 5. "Boundary-breaking opportunities in service failure and recovery" By Jeeshan Mirza, Yany Gregoire, Chatura Ranaweera & Chau Minh Nguyen 🔍 This paper challenges core assumptions in service failure and recovery (SFR) research, proposing alternative perspectives and new research avenues through a synthesis of prior reviews and recent studies. 📚 Discover cutting-edge insights shaping the future of service management ! 🔗 Access the full issue here: https://lnkd.in/eywap9QE

Very happy to see our paper on Mindfulness Orientation available on EarlyCite. (Delighted that this is the 2nd paper accepted in 2 weeks at Journal of Service Management) Thank you to the wonderful team of Junyi (Amy) Xie, Olamide Olajuwon-Ige, Seonjeong Ally Lee, and Vishakha Kumari.

🎇 Paper Highlight 🎇 🚀 "Why Should I Trust You? Influence of Explanation Design on Consumer Behavior in AI-Based Services" How can we make AI-based services more trustworthy for non-expert consumers? This paper, written by Florence Nizette, Wafa Hammedi, Allard Van Riel & Nadia Steils explores the critical role of XAI in shaping consumer behavior, particularly in high-credence service sectors where trust is paramount. 📊 The study reveals how the level of detail and consumer control over explanations can significantly impact the acceptance and adoption of AI-based services. These findings provide actionable insights for designing more consumer-centric AI systems that foster trust and drive engagement. 🔍 Curious to learn more? Dive into the full paper here: https://lnkd.in/erbBgRxf

📯 New Publication Alert I’m thrilled to share a major milestone in my PhD journey: the publication of my first paper, "Why should I trust you? Influence of explanation design on consumer behavior in AI-based services", in the Journal of Service Management! 📚✨ This paper explores the impact of explainable AI on consumer trust in AI-based services. It examines how the design of explanations influences trust and acceptance, offering valuable insights for service providers on optimizing explanations to build trust in high-credence services. 📖 Curious to learn more? Read the full article here: https://lnkd.in/eNwvZVT4 It has been an exciting adventure to write this paper with my brilliant supervisors Prof. dr. Wafa Hammedi, Prof. dr. Allard Van Riel and Prof. dr. Nadia Steils. Thank you for your invaluable guidance, support, and mentorship throughout this process! 🙏 A huge thank you to everyone who has supported me along the way. I’m excited for future collaborations and continuing to learn and grow! NADI-CeRCLe - Research center for Marketing & Service Management Université de Namur UHasselt #AI #PhD #Research #Publication #ConsumerTrust #ServiceManagement #ExplainableAI

 🎇Paper highlight 🎇 Kick off the year with this insightful scientific article ”Service robot–employee task allocation strategies: well-being within the intrusion challenge” from Dr. Chelsea Phillips, Prof. dr. Gaby Odekerken-Schröder 🟥 Prof. Rebekah Russell-Bennett, Mark Steins, Dominik Mahr & Dr Kate Letheren This study is one of the first to involve FLEs from a live service robot site, where data is based on personal lived experiences rather than anticipated experiences. This is the first study to investigate how FLEs respond to the intrusion challenge. Dive into the full paper here: https://lnkd.in/edm5XFnG

New year, more service robots 🤖 When we think of the integration of service robots, we may also wonder what it must be like to work alongside them. Do employees feel threatened by these robots? Are they worried about being replaced? Do they see them as tools, teammates, or even competitors? Prof. dr. Gaby Odekerken-Schröder 🟥, Prof. Rebekah Russell-Bennett, Mark Steins, Dominik Mahr, Dr Kate Letheren and I set out to investigate just how frontline employees (FLEs) in hospitality navigate this new and exciting frontier. This article is a part of a forthcoming special issue in the Journal of Service Management entitled ‘The Future of Work – Service Employee-(Ro)bot Collaboration,’ guest edited by Werner Kunz, Laszlo Sajtos, and Carlos Flavian. This article was part of my PhD, where I consistently aimed to move from using hypothetical scenarios in data collection to embracing real-world applications of service robots as they became more accessible. This is something I like to call ‘stepping into the wild’. By doing so in this research, we were able to challenge some preconceived notions as to what it must be like to work alongside service robots. 💡 In essence, while we may tend to assume that FLEs will be deeply affected by service robots... this is not really the case. FLEs very much view service robots as a tool to protect and enhance their own work well-being, and are not afraid to use service robots to their advantage. Are there too many trays to carry, causing physical burden to the FLE? No worries, the robot can deal with that! Is that customer being difficult or aggressive towards the FLE, eliciting emotional distress? No worries, the service robot can deal with that too! The results of this research suggest that we should continually empower FLEs to find their own creative ways of using service robots to benefit them, ultimately encouraging usage and long-term managerial success. One of our incredible and long-standing partners at Maastricht Center for Robots is DADAWAN . The authors and I wish to thank the team at Dadawan, in particular Lunping (Danny) Deng and Jason Li, for our incredible collaboration and long-standing partnership as a part of this research. You can find our latest article here: https://lnkd.in/eJUaTzNm

🎄✨ Wishing you a Merry Christmas and a Happy New Year! ✨🎄 As we wrap up another year of insightful research, meaningful collaborations, and academic growth, we want to thank our authors, reviewers, readers, and the entire academic community. May the holiday season bring you joy, rest, and time to reflect on your achievements. We look forward to an exciting and productive year ahead, filled with new opportunities for learning and discovery 🌟