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This article introduces the Responsible AI for Service Excellence (RAISE) framework. RAISE is a strategic framework for responsibly integrating AI into service industries. It emphasizes collaborative AI design and deployment that aligns with the evolving global standards and societal well-being while promoting business success and sustainable development.

This multidisciplinary conceptual article draws upon the United Nations' Sustainable Development Goals (SDGs) and AI ethics guidelines to lay out three principles for practicing RAISE: (1) Embrace AI to serve the greater good, (2) Design and deploy responsible AI and (3) Practice transformative collaboration with different service organizations to implement responsible AI.

By acknowledging the potential risks and challenges associated with AI usage, this article provides practical recommendations for service entities (i.e. service organizations, policymakers, AI developers, customers and researchers) to strengthen their commitment to responsible and sustainable service practices.

This is the first service research article to discuss and provide specific practices for leveraging responsible AI for service excellence.

The purpose of this study is to examine approaches used by university libraries to enhance the visibility and utilization of research support services (RSSs) among doctoral students and to assess the competencies of library staff in delivering research support services.

This study used qualitative design approach, purposively sampled 40 librarians (8 university librarians and 32 librarians) in charge of RSSs and use of structured interview.

The findings of this study revealed three major themes: offline and online strategies, the need for upskilling and professional development programs and proactive empowerment.

This study focused on research support services in chartered public universities in Kenya; private universities were not included.

The need to enhance library staff's ongoing professional development programs, increasing funding to university libraries and proactivity by the libraries to improve the provision and promotion of RSSs to doctoral students in Kenya.

There are limited existing literature in the Kenyan context. This study will fill a knowledge gap and contribute to the literature on academic libraries support and doctoral students experience in Kenyan context.

The purpose of this study was to investigate restaurant and foodservice workers’ perceptions of working with a service robot and the extent to which the workers’ well-being was impacted by a mandated service robot adoption.

This study used a qualitative methodology where 42 US restaurant and foodservice workers from two organizations were interviewed. The data analyzed generated 1,302 coded segments that clustered into six overarching themes.

The findings from this research revealed that restaurant and foodservice workers who regularly use service robots in the dining room experience a complex set of issues and challenges related to robot reliability, management training and support, leveraging the robot to entertain the customer, feelings of dread, anger and frustration, and indications of decreased physical exertion as a proxy for well-being.

As an initial qualitative investigation, the results of this study can be used as a starting point for quantitative investigations, as well as informing restaurant and foodservice industry stakeholders as to the best practices for a comprehensive and successful service robot adoption and integration.

This research presents an intersection between service robot technology acceptance with worker well-being using a broad range of frameworks including National Institute for Occupational Safety and Health’s Future of Work, SERVQUAL and technology acceptance models to gain a deep and rich set of service worker perspectives.

本研究旨在调查餐厅和餐饮服务工作人员对与服务机器人合作的感知, 以及服务机器人采用对工作人员福祉的影响程度。

本研究采用定性方法, 对来自两家机构的42名美国餐厅和餐饮服务工作人员进行了访谈。分析的数据生成了1,302个编码段, 分为六个总体主题。

本研究的发现显示, 餐厅和餐饮服务工作人员在餐厅使用服务机器人时经历了一系列与机器人可靠性、管理培训和支持、利用机器人娱乐顾客、恐惧、愤怒和挫折感、以及作为福祉代理的身体活动减少相关的复杂问题和挑战。

作为初步的定性调查, 本研究的结果可作为定量调查的起点, 并向餐饮服务行业的利益相关者提供有关全面和成功采用和整合服务机器人的最佳实践。

本研究将服务机器人技术接受与工作人员福祉相结合, 利用包括NIOSH的未来工作、SERVQUAL和技术接受模型在内的广泛框架, 获得了丰富多样的服务工作者观点。

The purpose of this paper is to develop a model considering synergy effect for prefabricated construction service combination selection.

This research defines prefabricated construction service as a service-led construction method that meets the specific requirements of clients. Based on network theory, the multi-dimensional collaborative relationships of the prefabricated construction inter-services are formulated. The synergy effect is quantitatively calculated through the linear weighting of the strengths of collaborative relationships. Further, a weighted synergy network (WSN) is developed, from which a service composition selection model considering the synergy effect is established. Then, a genetic algorithm is employed to implement the model.

The results showed that (1) when the number of prefabricated construction services is increased, the synergy effect of combination options is enhanced; (2) The finer-grained prefabricated construction services, the stronger the synergy effect of service combination; (3) Clients have heterogeneous preferences for collaborative relationships, and there are differences in the synergy effect of service combination.

The contribution of this research includes proposed a method to quantify the synergy effect from the perspective of collaborative relationships, explored the specific procedure for the prefabricated construction service combination selection under the service-led construction, and provided a reference for promoting the development in construction. Besides, the model proposed could be applied to prefabricated construction service composition selection with diverse research boundaries or client preferences by executing the same procedure.

The involvement of clients in service encounters and service development has become a central principle for contemporary health and social care organizations. However, in day-to-day work settings, the shift toward client involvement is still in progress. We examined how health and social care professionals, together with clients and managers, co-develop their conceptions of client involvement and search for practical ways in which to implement these in organizational service processes.

The empirical case of this study was a developmental intervention, the client involvement workshop, conducted in a Finnish municipal social and welfare center. The cultural-historical activity theory (CHAT) framework was used to analyze the development of client involvement ideas and the modes of interaction during the intervention.

Analysis of the collective discussion revealed that the conceptions of client involvement developed through two interconnected object-orientations: Enabling client involvement in service encounters and promoting client involvement in the service system. The predominant mode of interaction in the collective discussion was that of “coordination.” The clients' perspective and contributions were central aspects in the turning points from coordination to cooperation; professionals crossed organizational boundaries, and together with clients, constructed a new client involvement-based object. This suggests that client participation plays an important role in the development of services.

The CHAT-based examination of the modes of interaction clarifies the potential of co-developing client-involvement-based services and highlights the importance of clients' participation in co-development.

The Healthy at Home (H@H) is an older adult day program that is in Toronto in Ontario, Canada. This is an integrated health and social care (IHSC) program that seeks to address the social isolation and health needs of a highly vulnerable older adult population living in the north Toronto communities. These are Russian-speaking Jewish older adult immigrants. The case provides a detailed description of the factors that enabled a diverse group of health and social care organizations to integrate their respective services to address the health and social care needs of their clients using a culturally appropriate and trauma-informed lens.

A case description comprised of key informant interviews, and a focus group was undertaken of representatives from health and social care organizations serving clients in the north Toronto area.

This case description identified eleven integration factors that enabled organizations to provide integrated care using a culturally appropriate and trauma-informed lens, and they include developing an aligned vision and goals, communications, an inter-organization culture of inter-dependence, champions, pre-existing relationships, and champions. In addition, operating in the not-for-profit sector, sector differences, enabling public policies and a strong sense of community have influenced integration of services across the organizational partners to serve its high-risk client group.

This case description lends insights into how IHSC can be leveraged to provide culturally appropriate and trauma-informed care for highly vulnerable client/patient populations. A lesson learnt is that social care partners can engage in successful integration leadership in joint health and social care integration efforts.

The training and education of peers represents an important milestone in the peer's journey to work within organisational settings. Historically, peer support occurred based on a mutual relationship whereby one peer often with more experience provided support and guidance to another. However, as peers began to move into organisations staffed by professionals, a standard of training and education became needed if peers were to be accepted. This chapter outlines these issues, as well as discussing the training standards, the academics and soft skills needed. Some of the challenges peers face during their education and their continued development will be discussed. This chapter will focus on the training of peers for mental health and substance use settings in addition to other emerging areas in social inclusion.

Despite the substantial body of international research exploring the effects of forced migration on mental health and the obstacles faced by refugee cohorts in accessing mental health services, there is a lack of in-depth studies specifically focusing on Bosnian refugees in Australia – one of the largest ethnic groups of displaced peoples. This qualitative investigation seeks to convey the experiences of mental health services by five Bosnian refugees in Melbourne, highlighting perceived pathways and barriers to service utilisation. This study aims to address two primary research questions: firstly, what characterises the experiences of Bosnian refugees in Australia when accessing mental health services? Secondly, what are the main barriers encountered by this population when seeking mental health services?

This study used qualitative inquiry and in-depth interviews to investigate the experiences of Bosnian refugees with mental health services in Australia. Data was collected through face-to-face interviews with five Melbourne-based Bosnian refugees who had previously accessed mental health services. Participants were recruited from community groups or associations using purposive sampling. Thematic analysis was used.

Key themes were revealed, such as the crucial role of social and community services, preferences for individual vs group therapy, potential re-traumatisation from therapeutic engagement, distrust of government-run mental health services and concerns regarding psychopharmaceutical prescription practices. Addressing barriers to mental health service access necessitates a multifaceted approach, including flexible social and community service support, an increased number of co-ethnic professionals and a recognition of cultural variations for effective service provision. Implementing these strategies can enhance help-seeking behaviours, provide culturally appropriate mental health services and improve the experiences of Bosnian refugees in Australia.

To the best of the authors’ knowledge, this study is the first to qualitatively explore how Bosnian refugees in Melbourne perceived the adequacy and availability of mental health services upon arrival to Australia. They are a large and potentially vulnerable community, due to experiences of war trauma and dislocation from country of origin. A lack of understanding regarding how this cohort engage with mental health services can lead to persistent inequities and ineffective service provision. This study identifies unique experiences and perspectives of Bosnian refugee participants, including distrust of government-run mental health services, and concerns regarding psychopharmaceutical prescription practices. This research is expected to contribute positively to the discourse on mental health service provision for Bosnian refugees and wider refugee communities in Australia.

The purpose of this study is to comprehend how AI aids marketers in engaging customers and generating value for the company by way of customer engagement (CE). CE is a popular area of research for scholars and practitioners. One area of research that could have far-reaching ramifications with regard to strengthening CE is artificial intelligence (AI). Consequently, it becomes extremely important to understand how AI is helping the marketer reach customers and create value for the firm via CE.

A detailed approach using both systematic review and bibliometric analysis was used. It involved identifying key research areas, the most influential authors, studies, journals, countries and organisations. Then, a comprehensive analysis of 50 papers was carried out in the four identified clusters through co-citation analysis. Furthermore, a content analysis of 42 articles for the past six years was also conducted.

Emerging themes explored through cluster analysis are CE concepts and value creation, social media strategies, big data innovation and significance of AI in tertiary industry. Identified themes for content analysis are CE conceptualisation, CE behaviour in social media, CE role in value co-creation and CE via AI.

CE has emerged as a topic of great interest for marketers in recent years. With the rapid growth of digital media and the spread of social media, firms are now embarking on new online strategies to promote CE (Javornik and Mandelli, 2012). In this review, the authors have thoroughly assessed multiple facets of prior research papers focused on the utilisation of AI in the context of CE. The existing research papers highlighted that AI-powered chatbots and virtual assistants offer real-time interaction capabilities, swiftly addressing inquiries, delivering assistance and navigating customers through their experiences (Cheng and Jiang, 2022; Naqvi et al., 2023). This rapid and responsive engagement serves to enrich the customer’s overall interaction with the business. Consequently, this research can contribute to a comprehensive knowledge of how AI is assisting marketers to reach customers and create value for the firm via CE. This study also sheds light on both the attitudinal and behavioural aspects of CE on social media. While existing CE literature highlights the motivating factors driving engagement, the study underscores the significance of behavioural engagement in enhancing firm performance. It emphasises the need for researchers to understand the intricate dynamics of engagement in the context of hedonic products compared to utilitarian ones (Wongkitrungrueng and Assarut, 2020). CEs on social media assist firms in using their customers as advocates and value co-creators (Prahalad and Ramaswamy, 2004; Sawhney et al., 2005). A few of the CE themes are conceptual in nature; hence, there is an opportunity for scholarly research in CE to examine the ways in which AI-driven platforms can effectively gather customer insights. As per the prior relationship marketing studies, it is evident that building relationships reduces customer uncertainty (Barari et al., 2020). Therefore, by using data analysis, businesses can extract valuable insights into customer preferences and behaviour, equipping them to engage with customers more effectively.

The rapid growth of social media has enabled individuals to articulate their thoughts, opinions and emotions related to a brand, which creates a large amount of data for VCC. Meanwhile, AI has emerged as a radical way of providing value content to users. It expands on a broader concept of how software and algorithms work like human beings. Data collected from customer interactions are a major prerequisite for efficiently using AI for enhancing CE. AI not only reduces error rates but, at the same time, helps human beings in decision-making during complex situations. Owing to built-in algorithms that analyse large amounts of data, companies can inspect areas that require improvement in real time. Time and resources can also be saved by automating tasks contingent on customer responses and insights. AI enables the analysis of customer data to create highly personalised experiences. It can also forecast customer behaviour and trends, helping businesses anticipate needs and preferences. This enables proactive CE strategies, such as targeted offers or timely outreach. Furthermore, AI tools can analyse customer feedback and sentiment across various channels. This feedback can be used to make necessary improvements and address concerns promptly, ultimately fostering stronger customer relationships. AI can facilitate seamless engagement across multiple digital channels, ensuring that customers can interact with a brand through their preferred means, be it social media, email, or chat. Consequently, this research proposes that practitioners and companies can use analysis performed by AI-enabled systems on CEB, which can assist companies in exploring the extent to which each product influences CE. Understanding the importance of these attributes would assist companies in developing more memorable CE features.

This study examines how prominent CE and AI are in academic research on social media by identifying research gaps and future developments. This research provides an overview of CE research and will assist academicians, regulators and policymakers in identifying the important topics that require investigation.

Research in the business-to-business (B2B) and user entrepreneurship literature agrees that “user-driven” perspectives allow entrepreneurs to develop innovative products superior to conventional products. Other researchers argue that such “user-driven” products have limited success and limited impact in certain markets (e.g. niche and industrial markets). This study aims to understand the extent to which user input or co-creation becomes critical in determining product performance.

The key informant approach is used for data collection. Data were collected using a survey instrument via an online panel. Existing scales are used to measure all the focal constructs. Partial least square-based structural equation modeling was used to check for the psychometric properties of the scales and test the hypotheses.

The results indicate that user entrepreneurship is significantly related to firm collaboration efforts and customer collaboration efforts in the B2B market. Both firm collaboration efforts and customer collaboration efforts are significantly related to product performance and mediate the relationship between user entrepreneurship and product performance. Also, findings show that there is an “n” relationship between firm collaboration efforts and product performance.

This study supports the concerns raised by researchers about the dark side of value co-creation and highlights that value co-creation can impede product performance when user entrepreneurs lay too much emphasis on the collaboration processes.