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This study examines the dualities of digital services – that is, how customers’ favorite everyday digital services can positively and negatively contribute to their well-being. Thus, the study describes the meanings of favorite digital services as part of customers’ everyday lives and the types of well-being to which such services can contribute.

We used a qualitative research approach through semi-structured interviews conducted in 2021 to collect data from 14 young adults (22–31 years old) who actively used digital services in their daily lives.

Our findings revealed that customers’ favorite everyday digital services can contribute to their mental well-being, social well-being, and intellectual well-being. Within these three dimensions of well-being, we identified nine dualities of digital services that describe their positive and negative contributions: (1) digital escapism versus digital disruption, (2) digital relaxation versus digital stress, (3) digital empowerment versus digital subjugation, (4) digital augmentation versus digital emptiness, (5) digital socialization versus digital isolation, (6) digital togetherness versus digital exclusion, (7) digital self-expression versus digital pressure, (8) digital learning versus digital dependence, and (9) digital inspiration versus digital stagnation.

These findings suggest that everyday digital services have the potential to contribute to customer well-being in various aspects – both positively and negatively – accentuating the need for service providers to decipher the impacts of their offerings on well-being. Indeed, understanding the relationship between digital services and customer well-being can help companies tailor their services to customers’ needs. Companies that prioritize customer well-being not only benefit their customers but also create sustainable growth opportunities in the long run. Further, companies can use the derived information in service design to develop marketing strategies that emphasize the positive impacts of their digital services on customer well-being.

Although prior transformative service studies have investigated the well-being of multiple stakeholders, such studies have focused on services related to the physical and healthcare domains. Consequently, the role of everyday digital services as contributors to customer well-being is an under-researched topic. In addition, the concept of well-being and its various dimensions has received limited attention in previous service research. By investigating everyday digital services and their multidimensional contribution to customer well-being, this study broadens the perspective on well-being within TSR and aids in refining a more precise conceptualization.

Purpose: The advent of the fintech revolution has brought a tremendous increase in the dissemination of digital financial services. Although digital financial services increase financial inclusion through financial intermediation, it also increases the chances of systematic risk.

Need: In the quest to satisfy the curious minds, the authors have examined the influence of digital financial services on banking stability and efficiency.

Methodology: To achieve the above objectives, the authors have used the Auto-Regressive Distribution Lag (ARDL) estimation technique on the annual data set of India and the United States from 2004 to 2018. In addition, to estimate the long-run cointegration, the ARDL bound approach is also used.

Findings: The empirical analysis concludes that in the short run, the expansion of digital financial services in India in the form of internet-based transactions and mobile money transactions creates a negative and significant impact on banking efficiency and stability. Meaning, banking sector efficiency and stability fall by 0.09% and 0.05% with a 1% increase in digital financial services. However, in the long run, digital financial services enhance banking stability and efficiency in India. Besides, the study also reveals that in a developed country like the United States, both in the short run and long run, expansion of digital financial services helps in improving banking efficiency and stability. Furthermore, in context to control variables, the findings suggest that in the short run, industrial productivity has a negative influence on the Indian banking sector efficiency and stability, compared to the positive impact in the long run. This is unlike the United States, where both in the long-run and short-run, industrial productivity has a positive influence on the banking sector’s efficiency and stability.

Practical implication: The findings reveal several policy implications and suggest policy synergies between digital financial services, banking stability and efficiency.

This paper aims to find out the digital services of management libraries provided during the library closure and the challenges and initiatives the libraries have taken up to fulfill the need of their user community during the pandemic crisis.

To meet the purpose of the study, the investigators have used a survey method. An online questionnaire was devised and administered among the Indian Institutes of Management (IIMs) librarians using Microsoft Forms.

The study's findings suggested that all the libraries under investigation must avail of various digital library services in the wake of the coronavirus pandemic. Further, the investigators recommend that libraries formulate a disaster preparedness and management plan in the wake of the COVID-19 pandemic so that libraries can prepare themselves for the future.

The pandemic has affected every aspect of life and changed the digital library services scenario. Thus, it is essential to examine the role libraries have played during the COVID-19 pandemic and distinguish the challenges and initiatives libraries have taken to tackle the problems they faced. This study has been conducted on the digital library services that were provided by the libraries of IIMs.

This investigation is designed to quantify and appraise the efficiency of resource distribution in the provision of public digital cultural services in China. By acknowledging and incorporating the realities of China's social development, the authors offer recommendations for enhancement derived from the study’s data analysis results. The research zeroes in on the dissection and analysis of the integral elements that structure the provision of public digital cultural services, and it concentrates on the associated data computation. The conclusions drawn herein are expected to serve as a significant point of reference for ongoing academic investigations and practical explorations in affiliated domains.

In this research, the authors utilize a hybrid methodology to meticulously evaluate the efficiency of the components that underpin the provision of public digital cultural services (PDCS) in China. The authors embark on deconstructing the various constituents within the PDCS supply framework, conducting in-depth analyses and providing cogent interpretations of each integral element. Subsequently, the authors deploy the well-regarded SBM super-efficiency model to ascertain the operational efficiency of these components. Ultimately, through a comprehensive interpretation of the measured data and the integration of extant societal development conditions, the authors put forth relevant recommendations.

The provision of PDCS in China as of 2021 had been characterized by overall good efficiency, significant regional disparity and a disconnect between inputs and outputs with weak correlations to economic and demographic data.

In this study, the authors provide an exhaustive deconstruction and interpretation of the public digital cultural services supply system, thereby proposing a framework for evaluating the efficiency of supply element allocation. Additionally, the authors have determined a set of distinct measurable indicators that are readily accessible for open collection. Notably, this analytical and evaluative framework designed for element analysis and measurement may also find application in efficiency evaluation research of the supply systems of other related cultural endeavors.

This paper aims to identify the dimensions of digital platforms' services quality and their impact on customers' purchase intent based on customer experience.

The research has a mixed method. Qualitative data is gathered by using of systematic literature review and Delphi method and quantitative data is gathered through survey of 412 experts from three well-known restaurant industry platforms. These restaurant digital platforms were Snapfood, Changal and Chelivery.

The results indicate the effect of platforms' service quality dimensions on customer hedonic and cognitive experiences. Also, the results indicate that the platforms' customers attach different priority to the various dimensions of platforms' services quality which are platform services' ease of use, platform information quality, services and products quality, platform customers interaction, platform design, platform response speed, platform services' trustiness, platform services' security and platform responsibility. Finally, the results showed that all of these dimensions have positive impact on customers' purchase intent based on their experiences.

The development of digital service platforms despite being new, has recently great progress, but, many dimensions of digital platforms' services quality have been not well-known yet. The present research has cleared the subject.

The purpose of this paper is to investigate the professional competence and attitude of library personnel towards digital services in selected university libraries in Nigeria. Despite the evolution of digital technologies in university libraries, as well as massive investment and research on digital libraries particularly in developed countries, it has been observed that many university libraries in Nigeria are still relatively reliant on traditional library services which no longer serve and satisfy the twenty-first-century users’ needs.

The population of the study comprised all the 196 library personnel from the 5 purposively selected university libraries in Nigeria. The total enumeration sampling method was adopted; while the questionnaire was the main instrument for data collection.

The findings of the study revealed that internet service was the most available digital service in libraries. It further revealed that most of the library personnel have requisite proficiency skills in basic computer operations. However, inadequate power supply was the major problem affecting digital services in the university libraries.

The study is limited to a specific geographical area and selected university libraries in Ogun State, Nigeria. Accordingly, further studies need to be carried out on the same or similar subject matter, in other states or regions in Nigeria.

The need for library personnel to acquire relevant information and communication technology skills and develop a positive attitude that will enable them to render effective digital library services in the university libraries. Apart from this, university libraries should also strive to train users on how to access digital services in the libraries.

This study is novel, in the sense that it is the first of its kind to examine the professional competence and attitude of library personnel towards digital services in university libraries in Nigeria. The paper reported the necessary skills that library staffs need to demonstrate to effectively use various digital resources in the libraries to meet the information needs of their users.

The purpose of this paper is to understand the consumption and demand of Chinese citizens for public digital culture, and make suggestions for government-supported public digital culture providers.

Through a questionnaire survey, this study investigates the provision of public digital cultural services (PDCS) from the perspective of consumption and demands.

The results indicate: the Chinese populace as a whole had low expenses on digital cultural services, and had not effectively utilized them to support their own development; significant disparities exist between demographics, particularly between urban and rural residents; the populace were strongly interested in participation in public digital culture, but the services had low actual utilization rates; and the services had been unable to meet the users’ quality-related demands.

The first study to approach the provision of PDCS from the side of consumption and user demand.

To help inform the debate over whether socio-demographic characteristics are related to the use of digital technologies, the authors investigated the effects of age, gender, education, income and being in the workforce on changes in using financial digital services using panel data collected in the MENA countries during 2017.

This study aims to identify the impact of government policy on the determinants of financial inclusion and digital payment services in the MENA region. The authors use microdata from the 2017 Global Findex database on MENA countries to perform probit estimations. The paper focuses on the role of technology adoption by government authorities in extending financial inclusion and digital payment around different people.

The authors find that poorer people (and, by association, less educated people) and the young (but less so the elderly) are disproportionately excluded from the financial system. Results confirm that better collaboration between the government and the financial sector can help to develop digital financial inclusion through the technology adoption channels. The study confirms the significant impact of the government cashless policy in advancing financial inclusion in the MENA countries, with potentially wider applicability to other developed economies.

Policies to advance mobile money innovations could stimulate financial inclusion by promoting digital transaction services. The role of government authorities is imperative to harness the beneficial and sustainable gains from digitizing remittances and transfers to promote a cashless economy.

Financial inclusion promotes equality through a broadening of the system and government cashless policy can be a major catalyst for greater financial inclusion. It helps in the overall economic development of the underprivileged population and contributes to poverty reduction.

The UK Government has set targets for its services to be available online by 2005. It is hoped that electronic public services will improve quality and efficiency of delivery, enhance public access to essential services, and achieve cost economies. While attention initially focussed on the Internet as the key platform for online public service delivery, digital television may eventually become the platform of choice. Television's wider penetration and familiarity gives it an edge over the Internet. A number of pilot projects and initiatives have been instigated by Government to explore the potential of digital television (DTV). This paper presents a review of early evidence to emerge about DTV services and public opinion from DTV pilots. While DTV can provide wider access than the Internet in terms of demographic reach, its limited interactivity and the relearning that viewers will need to undergo may limit its initial applications and adoption. Significant problems remain with the usability of basic DTV services, resulting in certain sectors of society being excluded. This exclusion is more pronounced when considering the most complex applications of DTV, such as interactive services. Widespread acceptance of the digital switchover will require a shift in mindset of the television audience as a different paradigm of television use comes to the fore.

The purpose of this study is to explore organizational enablers of frontline employees’ (FLEs) service-sales ambidexterity (SSA) in industrial firms expanding their digital service portfolios.

The authors conducted a qualitative study of five industrial firms pursuing digital service growth and, for this purpose, collected and analyzed interview data obtained from 50 service and sales managers and FLEs across three continents.

The authors identify and explain eight organizational enablers of digital service-sales ambidexterity (DSSA), operating at the macro, micro and meso levels.

Service and sales managers should use the identified organizational enablers to exploit the established service business and to explore new digital growth paths.

The study expands the prior understanding of SSA by advancing the concept of DSSA, unpacking its multilevel dynamics and operationalizing eight organizational enablers.