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This article overviews some key contributions to service research from the organizational behavior/human resource management (OB/HRM) discipline with its strong focus on the role of employees. This focus complements the Marketing discipline’s heavy emphasis on customers, largely true of service research, overall.

Ten OB/HRM frameworks/perspectives are applied to analyzing the roles of people (with a focus on employees and modest consideration of customers as “partial” employees who co-create value) in a service organization context. Also, commentary is offered on how the frameworks relate to six key themes in contemporary service research and/or practice. The article concludes with five reflections on the role and status of employees in service research—past, present and future.

Employee roles in evolving service contexts; participation role readiness of both employees and customers; role stress in participating customers; an employee “empowered state of mind”; an emphasis on internal service quality; “strong” HRM systems link individual HRM practices to firm performance; service-profit chain with links to well-being of employees and customers; a sociotechnical system theory lens on organizational frontlines (OF); service climate as an exemplar of interdisciplinary research; emotional labor in both employees and customers; the Human Experience (HX); specification of employee experience (EX).

Service remains very much about people who still guide organizational design, develop service strategy, place new service technologies and even still serve customers. Also, a people and organization-based competitive advantage is tough to copy, thus possessing sustainability, unlike with imitable technology.

The purpose of this paper is to provide an overview of what (service) experience is and examine it using three distinct perspectives: customer experience (CX), employee experience (EX) and human experience (HX).

The present conceptualization blends the marketing and organizational behavior/human resources management (OB/HRM) disciplines to clarify and reflect over the meaning of (service) experience. The marketing discipline illuminates the concept of CX, whereas the OB/HRM discipline illuminates the concept of EX. The concept of HX, which transcends CX and EX, is examined in light of its recent development in service research. For each of the three concepts, key themes are identified, and future research directions are proposed.

Because the goal that individuals seek to achieve depends on the role they are enacting, each of the three perspectives on experience (CX, EX and HX) should have a different focal point. CX requires to focus on the process of solving customer goals. EX necessitates to think in terms of organizational context and job content that support employees. Finally, the focus of HX should be on well-being via enhanced gratification, and reduced violation, of basic human needs.

This paper offers an interdisciplinary perspective on (service) experience and simultaneously addresses CX, EX and HX in order to reconcile the different perspectives on experience in service research.

The aim of this commentary is to encourage service researchers to reflect on the state of the field as it pertains to the academia–industry intersection. The author puts forth a call to action to continue the work of the field’s founders in developing the foundations of the field and to carry the models and frameworks of the field deeper into industry practice.

Personal reflections and in-depth interviews.

The services discipline is based on foundational theories, models and frameworks developed, in part, as a response to needs expressed by industry. The development of these frameworks has not progressed to the level and format needed by industry, and the field is increasingly operating in silos. Resultantly, the services marketing domain has not developed its foundations to the level of depth needed to answer the call for “assistance” made by Shostack (1977).

The author encourages researchers to build a next set of paradigmatic foundations that broaden the field as a truly interdisciplinary endeavor and deepen its impact in industry. To accomplish these goals, it will be necessary to question original theoretical frameworks and show situations in which they require modification.

This work suggests that researchers may be overemphasizing the silo aspects of the field and underestimating the lack of completeness of the service science field.

This research evaluates specific circular economy issues in relation to the hospitality sector. This is investigated in the aftermath of the COVID-19 pandemic, considering the impact that the experiences of UK hospitality SMEs had on their circular economy activities. Viewed through a resource bricolage lens, for some this was a consequence of the challenges of the pandemic, while others were proactive in pursuing circular economy strategies.

A sequential mixed methods research design is established based on a pragmatic worldview. The first phase analyses secondary data from the Business Insights and Conditions Survey (BICS) to evaluate circular economy aspects on hospitality businesses in the context of the COVID-19 pandemic. Phase 2 collects and analyses qualitative semi-structured interview data from directors of hospitality SMEs to investigate the experiences of businesses in this research context.

Results point to a desire for hospitality SMEs to engage in circular economy activities, especially as a means of achieving financial efficiency, however this is sometimes constrained by increased costs. Resource bricolage theory underlines potential advantages for SMEs to engage with the local community to support circular economy activities and bring mutual benefits.

This research contributes to the under-researched topic of circular economy issues in hospitality SMEs. The focus on SMEs is significant as small businesses are more resource-constrained than larger businesses. The context of the post-COVID period is also notable due to changing attitudes towards circular economy aspects from the experiences of the pandemic.

This research investigates the multifaceted effects of Covid-19, Brexit and climate change on Small and Medium-sized Enterprises (SMEs) in the hospitality sector. Specifically, the authors evaluate the main opportunities, challenges and implications that hospitality businesses face in times of crises, and innovate as a response.

The research adopts a mixed methods approach firstly analysing quantitative data from the Business Insights and Conditions Survey (BICS). Second, qualitative where data are gathered from interviews with a range of hospitality SMEs. The data are analysed independently and then triangulated to gain a deep understanding of the issues faced by hospitality SMEs and their responses.

This research contributes to knowledge on the impact of economic challenges on the hospitality sector. This research underlines that hospitality businesses face multiple challenges. The findings show that sector has responded with innovations to meet requirements and regulations, some which were forced upon the industry due to changing regulations and some unforced innovations based on the strategic intentions and entrepreneurialism of the business owners.

The paper embeds the pandemic with Brexit and climate change challenges, identifying two distinct types of innovation as SME responses in the hospitality sector. Survival in the hospitality industry is reliant upon adaptations, some brought about by the pandemic and others by Brexit and climate change.

Consistent with international trends, various policy initiatives have been proposed in South Africa to reform education practices and equip learners with the ability to become critical-thinking citizens. One such reform was the inclusion of Economic and Management Sciences (EMS) as a subject in the curriculum in the late 1990s. EMS, a uniquely South African creation, was introduced to address a particular agenda, enabling learners to understand the wealth creation process and develop entrepreneurial dispositions. Accordingly, the programmed curriculum evident in the EMS textbooks was designed to meet these official curriculum objectives that would create an entrepreneurial culture, which, in turn, would stimulate economic growth. Considering that textbooks are carriers of more than content information and reflect specific values and ideologies, it is of particular importance to examine these textbooks and the messaging communicated to young people about entrepreneurs, as these adolescents themselves start forming their own identities.

Both the SEC (Securities and Exchange Commission) and the popular press have routinely criticized firms for the complexity of their financial disclosures. This study aims to investigate how financial analysts respond to the tone complexity of firm disclosures.

Using approximately 20,000 earnings conference call transcripts of S&P 1,500 firms between 2005 and 2015, the authors first calculate the abnormal negative tone, the measure of tone complexity; then use such tone measure in econometric models to examine analyst forecast behavior. The authors also test the robustness of the results under different model specifications, tone word lists and alternative tone measure calculations.

Consistent with the notion that analysts respond to the information demand from investors and incur more costs and effort to analyze firm disclosure when the tone is more complex, the authors find that higher tone complexity is positively and significantly associated with more analyst following, longer report duration, more forecast revisions, larger forecast error and larger forecast dispersion. In addition, the authors find that tone complexity has a long-term impact on analyst following but has a limited long-term impact on analyst report duration, analyst revision, forecast error and dispersion.

This study complements existing literature by highlighting the information role of financial analysts and by providing evidence that analysts incorporate the management tone disclosed during conference calls to adjust their forecasting behaviors. The results can be used by policymakers as evidence and support for further improving firm communication from a new dimension of disclosure tone.

Successful smart cities' implementation will require organisational leadership decision-making competences. The foundation of smart cities is digital technologies; many of these technologies are emerging technologies that require IT skills, which are scarce and will exacerbate the battle for talent between organisations. Filling the talent gap will necessitate global hiring, which has implications for organisational culture, cultural diversity and organisational leadership. Organisational cultural mix is an important contributor to leadership decision-making. However, decision-making is underpinned by trust. Blockchain is an emerging technology that has the potential to engender organisational trust in decision-making and, by extension, in the leadership with the ‘right’ organisational culture. Smart cities will be required to leverage emerging technologies to give business performance a competitive advantage and use emerging technologies’ applications to build a sustainable competitive advantage.

This research investigates the presence of communitarian philosophy within contemporary Scottish public library strategy, exploring links between philosophy, politics and practice.

The paper follows a qualitative research approach, combining content analysis and discourse analysis methodologies for the analysis of a corpus of Scottish public library trust documentation according to a thematic framework of communitarian values.

The analysis revealed strong links between trust strategy and communitarian values but also highlighted contradictions within this form of communitarianism which belied a deeper neoliberal philosophical foundation. The research therefore identified a communitarian strategic service shift which introduced benefits of social inclusion, community autonomy and common good but also brought concerns of an inherently weakened communal foundation and the survival of a neoliberal status quo.

The analysis is focused on strategy in Scotland only and thus can only claim to be representative of that country. However, the growth in communitarian strategies in the public sector is informed from the analysis undertaken.

The paper provides a novel analysis of public library strategy and thus contributes to the understanding of public library practice in the modern era.

The impacts of communitarian philosophy in the public sphere are under-researched and how these changes impact the mission of libraries needs to be better understood.

This is the first analysis to consider public library strategy from a communitarian point of view. As such, it provides novel insights into a growing area of public service development.