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The paper intends to show the role of fear of COVID-19 and the relevance of customer empowerment (CU_EMP) and customers’ perceived value of digital service transactions (CU_PV_DST) in promoting green bank service purchase intention (GBS_PI), despite the antagonistic impacts brought in other sectors and the relevance of customer empowerment (CU_EMP) and customers’ perceived value of digital service transactions (CU_PV_DST) as important mediating variables of the relation.

The structured questionnaire helped collect survey data from 323 small business people. The model relationship was assessed through EFA, CFA by SPSS-AMOS and SEM using bootstrapping procedures in Smart-PLS.

The findings of this study show that there is a significant effect of fear of COVID-19 pandemic (F_COVID-19P) on CU_EMP and GBS_PI. CU_EMP influences GBS_PI, whereas F_COVID-19P influences GBS_PI indirectly via CU_EMP. Furthermore, there is a substantial effect of F_COVID-19P on CU_PV_DST and GBS_PI. Thus, F_COVID-19P significantly influences GBS_PI indirectly via CU_PV_DST.

Capitalizing on the COVID-19 wave by empowering customers technologically, improving the legal framework and increasing the perceived value of green service by using an innovative mechanism. In addition, fostering cultural change and emphasizing altruistic values through green advertisements have been explored in this study.

Green services are healthier for smart/green economy and are health-protective for coping with health risks.

This study helps in understanding the theories used in this context by linking them to F_COVID-19P with CU_EMP, CU_PV_DST and GBS_PI and contributes to the literature of both. Furthermore, this is the only study that has used SEM to study this kind of interrelation.

This study aims to examine the impact of Covid19 on service ecosystem self-adjustment (SES_SA) and additionally to explore the mediating role of SES_SA on the relationship between the Covid19 pandemic and the development of digital service capability (DD_SC).

Data were drawn from 384 business people with the help of a survey questionnaire. The interrelation of the model was examined with the help of structural equation modeling (SEM) using bootstrapping measures in Smart-partial least square (PLS). Three constructs (Covid19, DD_SC and SES_SA) were found with the help of exploratory factor analysis (EFA). Convergent and discriminant validity were obtained through confirmatory factor analysis (CFA) using statistical package for the social sciences-analysis of a moment structures (SPSS-AMOS)-V.23.

There is a substantial impact of Covid19 on SES_SA and DD_SC. The investigation also discovered that SES_SA significantly impact DD_SC, whereas, Covid19 impact DD_SC indirectly through SES_SA. Age has a significant favorable influence on fear of Covid19.

There is scant literature linking SES_SA and the DD_SC.

The study promotes understanding of the contribution of Covid19 and SES_SA in the DD_SC among business people to enhance value co-creation. Capitalizing on DD_SC will enhance customer experience, assist customers in decision-making, and foster digital economic growth.

It enlightens on the digital capabilities needed for creating and co-creating value. Most studies in this area are qualitative/conceptually based and have not studied this kind of interrelation. Hence, it’s the only quantitative study that has examined the inter-relations among Covid19, SES_SA and DD_SC using SEM. This study also offers comprehension of all theories used in this context by relating Covid19 effects to DD_SC.