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Digital media has revolutionized societies and changed forever how we do business. This paper aims to determine the current scope of service research in the area of digital media, identifying research gaps and introducing new research contributions to complement our knowledge of digital media.

Based on all service articles of the SERVSIG literature alert system from 2016 to 2019, a subset of digital media articles was identified and latent Dirichlet allocation (LDA) text-mining methods were used on the abstracts and titles of the articles for topic modeling of the field. Dominant research topics were identified and depicted in a two-dimensional space.

The study identifies eight distinct topic areas of digital media in service research and shows their relationship to each other in a two-dimensional space. A clear tendency in service research towards taking primarily a customer (versus business perspective) of digital media can be observed. Further, for some journals, a trend towards specialization on particular topics could be detected.

This article advocates for more digital media research with a stronger business perspective. Further, although particular new technologies are exciting to discuss, it seems that the importance of customer relationship topics in digital media is not reflected in the current digital media research as needed.

The article uses a quantitative–explorative approach to determine the current state of research in regard to digital media in services. The authors introduce 11 new studies that aim to close the knowledge gap in critical areas of digital media.

This chapter seeks to understand the intersection between eGovernment, social media, and digital inequalities by examining the disparate flow of information during the COVID-19 pandemic. Developed economies are increasingly transitioning to digital interfaces for information dissemination and provision of services. The authors explore the potential of, and challenges facing eGovernment by looking at the use of social media during the COVID-19 pandemic. This chapter employs a case study approach to probe the dynamics of government-initiated efforts at information dissemination through the Center for Disease Control and Prevention’s (CDC) website and social media account on Twitter. The analysis in this chapter uses NodeXL to examine communication roles played by government and non-governmental actors within this slice of the Twittersphere centered around CDC@gov. As the findings demonstrate, non-governmental actors played key roles in the dissemination of public health messaging. The authors analyze these data with an eye to the potential of social media for public health communication and extrapolate that understanding to the use of digital access and social media for the provision of accurate, official information in other circumstances. While the COVID-19 pandemic was a global health crisis, individuals and households face individual or local crises every day. This angle of vision allows the chapter to conclude with recommendations pertaining to government-led information dissemination for the public good during crisis and non-crisis situations alike. In the concluding section, the authors probe the degree to which eGovernment can also address digital inequalities including connectivity, device, and literacy gaps. The authors offer solutions needed for eGovernment initiatives in light of challenges posed by digital inequalities to ensure that digital information sharing and services are accessible to all.

This study investigated four different economic level areas of China (Shanghai, Shandong, Shaanxi, and Guizhou) to analyze the eastern and western urban and rural media service status at different development stages. This set of data comes from the comparison of regional urban and rural areas and indicates the various aspects of differences in the survey area, including the media use habits, media resources, media consumer demand, evaluation of media services, the role of media in public life, public knowledge level, and so on. On analyzing data comprehensively, one thing can be found that there is a positive correlation between the public media contact degree and the public knowledge level. The media plays an extremely important role in public life and regional public knowledge gap between urban and rural areas exists. Furthermore, this gap is positively correlated to the media resources and media exposure. The trend of media using on mobile phone and computer in urban areas increases significantly greater than in rural areas. Then, how to narrow the urban–rural and regional public knowledge gap and reduce the negative impact of the digital divide will be an important urgent task.

The project was conducted to learn how the services of the digital media commons (DMC) impact and support student success. Data were collected to learn how faculty perceive the instructional support program, how patrons perceive the quality of the services and how students use the services, technology and the space that the DMC occupies. The results will be used to improve services and instruction and to inform the future direction of our instruction support service post-COVID-19.

The project included three phases. First, a survey was sent to faculty who had brought their class for an instruction session to gain input on how they perceived the impact of the instruction and follow-up services on the quality of media projects. The second phase was a customer service survey implemented in the area to learn how patrons used the spaces and technology, what types of projects they completed in the DMC and their satisfaction with the assistance they received. The third phase employed student focus groups that followed up on the information from the survey to pinpoint how students perceive that the DMC impacts their academic success.

The data gained from the research indicated that (1) the teaching program provides important instruction for media projects, (2) the DMC provides important services and technology that contribute to student success and (3) The DMC space is an important destination for students as a learning space.

The scope of this case study is limited by the size of sample groups surveyed and the presumed veracity of their responses. The implications of our results do, however, align with reported trends experienced by peer institutions.

This case study can be used by colleagues from other university's and learning environments to improve their space and instructional support offerings.

Digital learning and work environments are increasing across the country due to society's demand for multimedia literacy instruction and technical support. This research will serve as a reference point for institutions starting and/or assessing the direct impact of digital spaces on student success and learning outcomes.

Although there are many studies on the impact of academic libraries' services, space and resources on student success, few specifically address the contributions of academic library digital media services on student achievement. This project fills that gap and will serve as a model for future research.

The first research objective is to understand the role of digital [artificial intelligence (AI)] technologies on user engagement and conversion that has resulted in high online activities and increased online sales in current times in India. In addition, combined with changes such as social distancing and lockdown due to the COVID-19 pandemic, digital disruption has largely impacted the old ways of communication both at the individual and organizational levels, ultimately resulting in prominent social change. While interacting in the virtual world, this change is more noticeable. Therefore, the second research objective is to examine if a satisfying experience during online shopping leads to repurchase intention.

Using primary data collected from consumers in a developing economy (India), we tested the theoretical model to further extend the theoretical debate in consumer research.

This study empirically tests and further establishes that deploying AI technologies have a positive relationship with user engagement and conversion. Further, conversion leads to satisfying user experience. Finally, the relationship between satisfying user experience and repurchase intention is also found to be significant.

The uniqueness of this study is that it tests few key relationships related to user engagement during this uncertain period (COVID-19 pandemic) and examines the underlying mechanism which leads to increase in online sales.

This research investigates whether and how perceived firm remorse (PFR) influences consumers’ coping behaviors in the digital media service recovery context. It also examines how an apology should be delivered to generate PFR.

In Study 1, 452 mobile application service users were recruited for a survey study, and Structural Equation Modeling was used to test the research hypotheses. In Study 2, 1,255 mobile application service users were recruited for an experimental study.

Study 1 shows that PFR negatively influences blame attribution and positively influences emotional empathy. Emotional empathy negatively affects coping behaviors. According to this study, blame attribution and emotional empathy do not have any serial mediation effect on the relationship between PFR and coping behaviors. Only emotional empathy mediates the effect of PFR on coping behaviors. Study 2 finds that response time and apology mode jointly influence PFR.

This research establishes the relationship between PFR and coping behaviors and shows the mediating role of emotional empathy in this relationship.

Service providers should consider response time and apology mode, as the two factors jointly influence the extent of PFR, which affects consumers’ coping behaviors through emotional empathy. A grace period, in which PFR does not decrease, is present when a public apology is offered. Such an effect does not exist when a private apology is offered.

This research explains how PFR influences coping behaviors and demonstrates how apology mode moderates the effect of response time on PFR in the digital media service recovery context.

This paper aims to provide details of a collaborative campus effort that created a Media Commons at an undergraduate library at a major research university to provide students and faculty opportunities to experiment with emerging technologies, with expanded opportunities to learn of best practices in educational technology.

This is a case study that used a web survey, focus groups, usage statistics, and interviews to determine the needs and best practices for creating and maintaining the Media Commons.

Preliminary results indicate that this program provides value to students and faculty seeking to learn about and use multimedia for coursework and projects. It confirms the gap on campus for places students can go for loanable technology and consultation services in the production and editing of multimedia.

Because the Media Commons just launched there has not had a programmatic evaluation yet to assess the impact of this program. However, based on initial feedback, suggestions for improvements in the program are included.

The rationale, process and efforts described in this paper can be replicated by other institutions that are interested in creating a Media Commons.

Although there are many articles written about Learning Commons and Information Commons, there is not much available that documents the efforts of creating a Media Commons at a library and the rationale for centralizing and freely making available campus multimedia expertise and equipment.

The purpose of this paper is to understand the crisis communication strategies used by the Caribbean medical tourism industry in the 2017 hurricane season, and also evaluate the quality of the disaster communication messages delivered via digital mediums.

This study includes a comprehensive, qualitative content analysis of 149 risk and crisis messages from 51 healthcare organizations distributed through digital media. The medical tourism providers (MTPs) include hospitals, medical tourism facilitators, practitioners/private physicians, specialty clinics, and dental and cosmetic providers.

Nearly half of the MTPs included in the data set delivered no post-disaster information to external audiences. The most prominent post-disaster message strategy utilized was conveying operational messages. Furthermore, an unexpected finding was the sheer magnitude of unrelated health-oriented and promotional destination marketing content disseminated before, during and after these events.

This analysis excludes internal organizational channels of communication which may have been used to communicate risk and crisis messages during these events (i.e. employee e-mails, announcements made through intercom systems, etc.). Our analysis does not include content disseminated through medical tourism forums (i.e. Realself.com, Health Traveler’s Forum, FlyerTalk Forum).

Small-scale MTPs can improve on any weaknesses through proactive planning and preparation by creating organizational goals to complete basic crisis communication training courses and in doing so support the applied professional development of disaster and crisis responders in the Caribbean region. Second, MTPs exposed to similar risks of natural disasters may use these findings for comparative analysis purposes to support their own organizational planning. Finally, this study supports the continued utility of the National Center for Food Protection & Defense guidelines for analyzing and evaluating organizational performance.

Currently much of the academic scholarship of applied disaster communication narrowly focuses on the response strategies of one organization, or analyzes one social media platform at a time (i.e. Twitter). A strength of this analysis is the inclusion of an organizational sector (i.e. Caribbean medical tourism providers) and the range of platforms from which the content was captured (e.g. websites, org. blogs and social media networks).

This chapter explores the recent trend in libraries: that of the establishment of spaces specifically set aside for creative work. The rise of these dedicated creative spaces is owed to a confluence of factors that happen to be finding their expression together in recent years. This chapter examines the history of these spaces and explores the factors that gave rise to them and will fuel them moving forward.

A viewpoint piece, this chapter combines historical research and historical/comparative analyses to examine the ways by which libraries have supported creative work in the past and how they may continue to do so into the 21st century.

The key threads brought together include a societal recognition of the value of creativity and related skills and attributes; the philosophies, values, and missions of libraries in both their long-standing forms and in recent evolutions; the rise of participatory culture as a result of inexpensive technologies; improved means to build community and share results of efforts; and library experience and historical practice in matters related to creativity. The chapter concludes with advice for those interested in the establishment of such spaces, grounding those reflections in the author’s experiences in developing a new creative space at Virginia Commonwealth University.

While a number of pieces have been written that discuss the practicalities of developing certain kinds of creative spaces, very little has been written that situates these spaces in larger social and library professional contexts; this chapter begins to fill that gap.

Photos are powerful tools to attract individuals’ attention and convey service experiences. Yet exactly how visual cues in a photo contribute to the perceptions of the staged servicescape, and how these perceptions inspire online booking/reservation behaviors, remains underexplored. Addressing the gap, this study aims to uncover (1) how perceptual information mediated by an online photo contributes to the formation of consumers' holistic perceptions of the service environment and (2) how such consumers' holistic perceptions further influence customers' online purchasing behaviors.

This research adopts an innovative crowdsourcing approach and refers to field data on consumers' online hotel booking behaviors to examine relationships among inferred servicescape dimensions, consumers' holistic perceptions of the mediated servicescape and their actual online booking/reservation behaviors (e.g. page-view and meta-click behaviors).

Confirmatory factor analysis and path analysis indicated that five mediated servicescape dimensions (i.e. color, lighting, furnishings, layout and style) contribute significantly to consumers' perceptions of the mediated servicescape (CPMS) and exert different impacts on CPMS. Connecting the crowdsourced rating and consumer behavioral data, CPMS is found to influence consumers' aggregated page-view and meta-click behavior, especially in the US market.

Building upon servicescape theory, the medium theory and the online booking literature, this research proposes a novel conceptual framework of CPMS to theorize the process by which visual cues in online photos contribute to CPMS and subsequent online purchase behaviors. Findings from this research extend Bitner's servicescape framework to mediated service contexts and provide practical implications for promoting service businesses.