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Smart technologies and connected objects are rapidly changing the organizational frontline. Yet, our understanding of how these technologies infuse service encounters remains limited. Therefore, the purpose of this paper is to update existing classifications of Frontline Service Technology (FST) infusion. Moreover, the authors discuss three promising smart and connected technologies – conversational agents, extended reality (XR) and blockchain technology – and their respective implications for customers, frontline employees and service organizations.

This paper uses a conceptual approach integrating existing work on FST infusion with artificial intelligence, robotics, XR and blockchain literature, while also building on insights gathered through expert interviews and focus group conversations with members of two service research centers.

The authors define FST and propose a set of FST infusion archetypes at the organizational frontline. Additionally, the authors develop future research directions focused on understanding how conversational agents, XR and blockchain technology will impact service.

This paper updates and extends existing classifications of FST, while paving the road for further work on FST infusion.

This study aims to investigate how the open discussion of infertility-related topics on public social media platforms contributes to the well-being of individuals affected by infertility.

For this study, the authors used a netnographic approach to analyze 69 YouTube videos (>21 h of raw data) produced by infertility vloggers and more than 40,000 user comments.

The authors identify two ways in which infertility patients benefit from public discussions of the topic on social media: through watching videos and engaging in discussions, patients satisfy their infertility-related needs (i.e. the need for information, emotional support and experience sharing); and through reaching people who are not affected by infertility, vloggers help to de-taboo the issue as well as sensitize and educate society.

To providers of tabooed services, this study’s findings emphasize the potential of incorporating social media in the consumer support strategy.

This research highlights the value of the public discussion of infertility-related topics on social media platforms for consumers affected by the issue.

In this study, the public discussion of infertility-related topics through video blogs is presented as a valuable tool to enhance the well-being of individuals confronted with infertility as these vlogs satisfy related needs of the consumers and contribute to de-tabooing.

As there is a growing demand of cutting-edge technology as part of the tourism experience from the digital native population and because little is known about this group as tourism consumers despite the fact they will be the core tourism spender of tomorrow, the purpose of this paper is to give children an opportunity to share their vision of the destination of the future.

From a methodological point of view, a qualitative approach is adopted. Children were asked to draw, communicate and display their view on their Winchester of the future. The data collected are used to formulate an innovative, smart-based future-fit management approach for products and services design.

To fully meet the needs and expectation of the coming generation of tourists, Winchester (city located in the South of England, and surrounded by some of the most visited UK destinations, namely London, Oxford and Cambridge) will have to adopt an ambidextrous management approach when developing products and services for customers of the future. This ambidextrous management approach will balance metaphorical thinking and objective thinking in product and service design.

There is a scarcity of studies on children in tourism research despite the fact the industry and academics recognise the value and impact of children, and more specifically, their role in purchase decisions. Equally important, this research is also going to contribute to the body of knowledge on smart management of destinations.

In the present fast-paced and globalized age of war, special operations forces have a comparative advantage over conventional forces because of their small, highly-skilled units. Largely because of these characteristics, special operations forces spend a disproportionate amount of time deployed. The amount of time spent deployed affects service member’s quality of life and their level of preparedness for the full spectrum of military operations. In this paper, the authors ask the following question: How many force packages are required to sustain a deployed force package, while maintaining predetermined combat-readiness and quality-of-life standards?

The authors begin by developing standardized deployment-to-dwell metrics to assess the effects of deployments on service members’ quality of life and combat readiness. Next, they model deployment cycles using continuous time Markov chains and derive closed-form equations that relate the amount of time spent deployed versus at home station, rotation length, transition time and the total force size.

The expressions yield the total force size required to sustain a deployed capability.

Finally, the authors apply the method to the US Air Force Special Operations Command. This research has important implications for the force-structure logistics of any military force.

Crises such as the Coronavirus pandemic pose extraordinary challenges to the decision making in management teams. Teams need to integrate available information quickly to make informed decisions on the spot and update their decisions as new information becomes available. Moreover, making good decisions is hard as it requires sacrifices for the common good, and finally, implementing the decisions made is not easy as it requires persistence in the face of strong counterproductive social pressures.

We provide a “psychology of action” perspective on making team-based management decisions in crisis by introducing collective implementation intentions (We-if-then plans) as a theory-based intervention tool to improve decision processes. We discuss our program of research on forming and acting on We-if-then plans in ad hoc teams facing challenging situations.

Teams with We-if-then plans consistently made more informed decisions when information was socially or temporally distributed, when decision makers had to make sacrifices for the common good, and when strong social pressures opposed acting on their decisions. Preliminary experimental evidence indicates that assigning simple We-if-then plans had similar positive effects as providing a leader to steer team processes.

Our analysis of self-regulated team decisions helps understand and improve how management teams can make and act on good decisions in crises such as the Coronavirus pandemic.