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By introducing the mass customization service mode into the cloud logistics environment, this paper studies the joint optimization of service provider selection and customer order decoupling point (CODP) positioning based on the mass customization service mode to provide customers with more diversified and personalized service content with lower total logistics service cost.

This paper addresses the general process of service composition optimization based on the mass customization mode in a cloud logistics service environment and constructs a joint decision model for service provider selection and CODP positioning. In the model, the two objective functions of minimum service cost and most satisfactory delivery time are considered, and the Pareto optimal solution of the model is obtained via the NSGA-II algorithm. Then, a numerical case is used to verify the superiority of the service composition scheme based on the mass customization mode over the general scheme and to verify the significant impact of the scale effect coefficient on the optimal CODP location.

(1) Under the cloud logistics mode, the implementation of the logistics service mode based on mass customization can not only reduce the total cost of logistics services by means of the scale effect of massive orders on the cloud platform but also make more efficient use of a large number of logistics service providers gathered on the cloud platform to provide customers with more customized and diversified service content. (2) The scale effect coefficient directly affects the total cost of logistics services and significantly affects the location of the CODP. Therefore, before implementing the mass customization logistics service mode, the most reasonable clustering of orders on the cloud logistics platform is very important for the follow-up service combination.

The originality of this paper includes two aspects. One is to introduce the mass customization mode in the cloud logistics service environment for the first time and summarize the operation process of implementing the mass customization mode in the cloud logistics environment. Second, in order to solve the joint decision optimization model of provider selection and CODP positioning, this paper designs a method for solving a mixed-integer nonlinear programming model using a multi-layer coding genetic algorithm.

Using retail banking as a setting and focusing specifically on elderly customers (i.e. individuals aged 60 or more), this study aims to deepen the current understanding of how the physical context and the need for human interaction influence elderly customers' attitudes toward self-service technologies (SSTs) and their behavior.

Using face-to-face questionnaires, a sample of 505 elderly bank customers was collected. Data were analyzed using a multi-method approach, combining a moderated mediation analysis with a fuzzy-set qualitative comparative analysis.

The findings suggest that a pleasant retail space may result in a positive attitude toward SSTs, which increases their co-creation intention. It also highlights that need for interaction of elderly customers with employees has detrimental effects on their attitude toward SSTs.

The current analysis was carried out among Italian elderly banks' customers. Thus, the results are highly dependent on the context of the analysis. In addition, it does not consider the different degrees of knowledge and experience the elderly may have with technology.

This study suggests that providing access and support for using technology may be essential for banks to facilitate SSTs adoption in elderly customers.

To the best of the authors' knowledge, this study represents the first attempt to examine the influence of the physical context on elderly customers' attitudes toward SSTs and their consequent behavioral intentions. Furthermore, it highlights the importance of the human touch for these particular customers.

Drawing on person–environment fit theory, this study aims to investigate how the relationships between service task types (i.e. utilitarian and hedonic service tasks) and perceived authenticity (i.e. service and brand authenticity) differ under different conditions of service providers (human employee vs service robot). This study further examines whether customers’ stereotypes toward service robots (competence vs warmth) moderate the relationship between service types and perceived authenticity.

Using a 2 × 2 between-subjects experimental design, Study 1 examines a casual restaurant, whereas Study 2 assesses a theme park restaurant. Analysis of covariance and PROCESS are used to analyze the data.

Both studies reveal that human service providers in hedonic services positively affect service and brand authenticity more than robotic employees. Additionally, the robot competence stereotype moderates the relationship between hedonic services, service and brand authenticity, whereas the robot warmth stereotype moderates the relationship between hedonic services and brand authenticity in Study 2.

Restaurant managers need to understand which functions and types of service outlets are best suited for service robots in different service contexts. Robot–environment fit should be considered when developers design and managers select robots for their restaurants.

This study blazes a new theoretical trail of service robot research to systematically propose customer experiences with different service types by drawing upon person–environment fit theory and examining the moderating role of customers’ stereotypes toward service robots.

The recent COVID-19 emergency has brought to light issues connected to physical work environment, particularly to offices and to its impact on service employees’ internal responses, behaviors and outcomes. As the topic is characterized by fragmented theoretical approaches as well as a lack in consolidated empirical research, this study aims at providing a clear understanding of the main – as well as the most recent – issues debated in academic literature today.

The study is a systematic literature review. Specifically, 124 papers, retrieved by Scopus, Web of Science and EBSCOhost research databases, are here systematically analyzed.

The main findings are connected to the prevalence of studies investigating employees’ satisfaction and productivity as main outcomes, the increasing attention by academics to new workplace designs, characterized by peculiar attributes such as flexibility and nonterritoriality, and finally, the lower interest in nonoffice working environments.

The review sheds light on the current knowledge of the relation between physical work environment and service employees to identify the main issues debated in academic literature and make suggestions for further research. First, the need to explore aspects of the physical work environment and employees’ outcomes that have not been adequately studied. Second, the relevance to investigate the above relation in public sector. Moreover, the importance of careful planning of the physical and virtual work environment in the context of the COVID-19 emergency.

Humanity and all life depend on the natural environment of Planet Earth, and that environment is in acute crisis across land, sea and air. One of a set of commentaries on how service can address the UN’s sustainable development goals (SDGs), the authors focus on environmental goals SDG 13 (climate action), SDG 14 (life below water) and SDG 15 (life on land). This paper aims to propose a conceptual framework that incorporates the natural environment into transformative services.

The authors trace the evolution of service thinking about the natural environment, from a stewardship perspective of the environment as a set of resources to be managed, through an acknowledgement of nonhuman organisms as actors that can participate in service exchange, towards an emergent concept of ecosystems as integrating human social actors and other biological actors who engage fully in value co-creation.

The authors derive a framework integrating human and other life forms as co-creating actors, drawing on shared natural resources to achieve mutualism, where each actor can have a net benefit from the relationship. Future research questions are posited that may help services research address SDGs 13–15.

The framework integrates ideas from environmental ecosystem literature to inform the nature of ecosystems. By integrating environmental actors and ecological insights into the understanding of service ecosystems, service scholars are well placed to make unique contributions to the global challenge of creating a sustainable future.

This study aims to reveal the constituents of seafaring service quality (physical and social environment) and their effects on seafarer employee satisfaction (job satisfaction and turnover intention) and analyse any differences among seafarer ranks. Literature on service quality has overlooked the transportation sector and seafaring in particular.

Seafaring service quality is measured by the workplace environment constituted of physical and social environments. Two types of employee (job) satisfaction were explored: overall job satisfaction and turnover intention. This study is based on a unique, large survey based on the Existence-Relatedness-Growth (ERG) needs theory. An exploratory factor analysis revealed four physical environment factors (Ship conditions, Communication facilities, Nautical health and Living conditions) and four social environment factors (Social fit, Team cohesion, Ship company support and Intercultural environment). Multi-group regression analysis assessed the effects of seafaring service quality on employee satisfaction.

The social environment has stronger effects than the physical environment on job satisfaction but not on employee retention. Team cohesion has strong effects on employee retention, while social fit has stronger effects on overall job performance. Seafarer ranks showed significant variations. The physical environment matters for 2nd engineers' and cadets’ job satisfaction but not for ratings, masters and chief officers. Team cohesion is significant to master, chief officer, engineer and cadet ranks but not for junior officers and ratings. Social fit has stronger effects on overall job performance than employee retention, particularly for ratings, cadets, master, chief officer and chief engineer ranks. Ship company support has the stronger effect on overall job satisfaction among all workplace factors; this is also observed across all ranks.

Motivation theories like the ERG theory can help understand service quality and employee satisfaction in the maritime sector; future studies should examine more behaviour variables/constructs from these theories.

Maritime companies can offer better services to seafarers, who are considered as key workers, by customising their interventions to specific seafarer ranks and developing a supportive culture that improves seafarer well-being.

This study examined the overlooked topic of maritime service quality based on a large-scale survey grounded on ERG theory and reveals how the physical and social environment has different effects on seafarer job satisfaction and retention.

Despite repeated calls for research to explore the effects of the physical work environment on employees within the servicescape literature, gaps in knowledge remain. There is a need to understand the nature, influence and impact of environmental stimuli (e.g. music, colour) on employees. Extant research remains ambiguous on whether employees perceive individual stimuli within their work environment or perceive and interact with their physical work environment as a holistic experience. This study aims to explore the influence of environmental stimuli on employees within their physical work environment and the effect on their satisfaction and loyalty.

A two-stage approach was applied, with expert interviews followed by an employee survey which was analysed using structural equation modelling.

This research validates a holistic physical work environment construct, consisting of five dimensions: Colour & Design, Cleanliness & Odour, Music, Lighting and Layout. This study provides empirical evidence of the impact of environmental work stimuli on employee satisfaction, a relationship which is mediated by pleasure.

Firstly, this study examines the neglected side of servicescape research: employees. Secondly, the findings support the view that employees do not perceive individual elements of their physical work environment as distinct and separate elements but rather perceive, and interact with, their physical work environment as an integrated whole. Evidence of how environmental stimuli at work increase employee job satisfaction is a key takeaway for retail practitioners focussed on improving service experiences for all actors.

This study aims to develop a comprehensive, theoretically grounded framework of customer-to-customer interaction (CCI) management, by revisiting three older services marketing models: the servuction model, the services marketing triangle and the services marketing pyramid.

Noting the lack of theoretical frameworks of CCI management, this study adopts a problematization approach to identify foundational services marketing models, question their underlying assumptions, develop an alternative conceptual framework and evaluate its adequacy for CCI management, on the basis of a systematic literature review and content analyses.

By revisiting the assumptions underlying three relevant models in the light of the present-day, technology-infused service environment, this study proposes a four-triangle CCI management framework encompassing four specific modes of CCI management: managerial decisions by the firm; frontline employees; the design of the physical environment; and technology. Furthermore, this study emphasizes the triadic relationships involving the focal customer, other customers and the four modes of CCI management. Building on these findings, this study concludes with an extensive research agenda.

To the best of the authors’ knowledge, this study represents the first scholarly effort in services marketing literature to provide a comprehensive, theoretically grounded framework of CCI management. With its basis in foundational models, the new framework is well-suited to address future challenges to service marketplaces too.

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.

The human service triad (i.e. the relationship between the customer, frontline employee (FLE) and managerial employee) experiences a range of well-being challenges when faced with the introduction of service robots. Despite growth in service robot scholarship, understanding of the well-being challenges affecting the human service triad remains fragmented. Hence, the purpose of this paper is to synthesise the literature and offer a research agenda aligned with the proposed Robotic-Human Service Trilemma. By taking a job performance approach (which considers the actions, behaviours and outcomes linked to organisational goals), the Robotic-Human Service Trilemma conceptualises three well-being challenges (intrusion, sideline and interchange). These challenges are realised via the realistic capabilities and constraints of service robot implementation.

This research relies on a systematic review of all disciplines concerning service robots. In total, 82 articles were analysed using thematic coding and led to the development of the Robotic-Human Service Trilemma and research agenda.

The analyses reveal the Robotic-Human Service Trilemma consists of three challenges: intrusion, sideline and indifference. The findings demonstrate that FLEs are required to counterbalance the constraints of service robots, leading to an uneven well-being burden within the human service triad. This paper suggests a research agenda for investigation of the challenges that underpin the Robotic-Human Service Trilemma.

Through the conceptualisation of the Robotic-Human Service Trilemma, this study is the first to explore how states of well-being equilibrium exist within the human service triad and how these states are challenged by service robots. The authors present a balanced centricity perspective to well-being that contrasts previous trade-off approaches and that enhances the body of service robot literature with a well-being lens.