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1 – 10 of over 5000
Article
Publication date: 14 December 2023

Michael Giebelhausen and T. Andrew Poehlman

This paper aims to provide researchers and practitioners with a consumer-focused alternative for considering the integration of artificial intelligence (AI) into services.

Abstract

Purpose

This paper aims to provide researchers and practitioners with a consumer-focused alternative for considering the integration of artificial intelligence (AI) into services.

Design/methodology/approach

The paper reviews and critiques the most popular frameworks for addressing AI in service. It offers an alternative approach, one grounded in social psychology and leveraging influential concepts from management and human–computer interaction.

Findings

The frameworks that dominate discourse on this topic (e.g. Huang and Rust, 2018) are fixated on assessing technology-determined feasibility rather than consumer-granted permissibility (CGP). Proposed is an alternative framework consisting of three barriers to CGP (experiential, motivational and definitional) and three responses (communicate, motivate and recreate).

Research limitations/implications

The implication of this research is that consistent with most modern marketing thought, researchers and practitioners should approach service design from the perspective of customer experience, and that the exercise of classifying service occupation tasks in terms of questionably conceived AI intelligences should be avoided.

Originality/value

Indicative of originality, this paper offers an approach to considering AI in services that is nearly the polar opposite of that widely advocated by e.g., Huang et al., (2019); Huang and Rust (2018, 2021a, 2021b, 2022b). Indicative of value is that their highly cited paradigm is optimized for predicting the rate at which AI will take over service tasks/occupations, a niche topic compared to the mainstream challenge of integrating AI into service offerings.

Details

Journal of Services Marketing, vol. 38 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 14 June 2023

Jeongjoon Boo, Seung Yeob Lee and Byung Duk Song

The next generation of mobility is arising, and various challenging mobilities have entered the limelight. One of the most exciting of these is urban air mobility (UAM), and one…

Abstract

Purpose

The next generation of mobility is arising, and various challenging mobilities have entered the limelight. One of the most exciting of these is urban air mobility (UAM), and one of its challenges is constructing effective and efficient UAM service network. This study took a quantitative approach to the problem in an effort to support and facilitate the UAM service industry.

Design/methodology/approach

This study derived a multi-objective and multi-period (MOMP) location optimization model to support strategic UAM service network design. The model, based on its long-term service plan, determines where and when to open UAM airports. In addition, this study applied a modified e-constraint algorithm to derive managerial decisions on the Pareto relationship in consideration of multiple objectives and multiple periods.

Findings

Each Pareto solution represents a different UAM service network configuration. Thus, the model can analyze the trade-offs between Pareto decisions for the UAM service network. A case study of UAM service network design in South Korea demonstrates the validity of the proposed mathematical model and algorithm.

Practical implications

The design of a UAM service network should consider various aspects. Its construction and operation would require significant investments of time, capital and people, which would redound to society over a significant span of time. The results of this study provide quantitative guidelines for derivation and analysis of various UAM service network configurations in consideration of multiple objectives and multiple periods.

Originality/value

This paper proposes MOMP optimization, which approach is suitable to the fundamental characteristics of expanding UAM service networks and their design. It is expected that the present study will make significant contributions to the efforts of those deriving and analyzing future UAM service networks.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 35 no. 12
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 21 March 2023

Somtochukwu Emmanuel Dike, Zachary Davis, Alan Abrahams, Ali Anjomshoae and Peter Ractham

Variations in customer expectations pose a challenge to service quality improvement in the airline industry. Understanding airline customers' expectations and satisfaction help…

1480

Abstract

Purpose

Variations in customer expectations pose a challenge to service quality improvement in the airline industry. Understanding airline customers' expectations and satisfaction help service providers improve their offerings. The extant literature examines airline passengers' expectations in isolation, neglecting the overall impact of online reviews on service quality improvement. This paper systematically evaluates the airline industry's passengers' expectations and satisfaction using expectation confirmation theory (ECT) and the SERVQUAL framework. The paper analyzes online reviews to examine the relationship between airline service quality attributes and passengers' satisfaction.

Design/methodology/approach

The SERVQUAL framework was employed to examine the effects of customer culture, the reason for traveling, and seat type on customer's expectations and satisfaction across a large sample of airline customers.

Findings

A total of 17,726 observations were gathered from the Skytrax review website. The lowest satisfaction ratings were from passengers from the USA, Canada and India. Factors that affect perceived service performance include customer service, delays and baggage management. Empathy and reliability have the biggest impact on the perceived satisfaction of passengers.

Research limitations/implications

This research increases understanding of the consumer expectations through analysis of passengers' online reviews. Results are limited to a small sample of airline industries.

Practical implications

This study provides airlines with valuable information to improve customer service by analyzing online reviews.

Social implications

This study provides the opportunity for airline customers to gain better services when airline companies utilize the findings.

Originality/value

This paper offers insights into passengers' expectations and their perceived value for money in relation to seat types. Previous studies have not investigated value for money as a construct for passengers' expectations and satisfaction relative to service quality dimensions. This paper addresses this need.

Details

Benchmarking: An International Journal, vol. 31 no. 2
Type: Research Article
ISSN: 1463-5771

Keywords

Book part
Publication date: 16 October 2023

Aashna Khurana, Martin Scanlan, Julia Bott and Ethan d'Ablemont Burnes

Historically, learners labeled with disabilities have been denied equal access to and opportunities in mainstream classrooms. Globally, the task of addressing marginalization…

Abstract

Historically, learners labeled with disabilities have been denied equal access to and opportunities in mainstream classrooms. Globally, the task of addressing marginalization entails two main approaches. Firstly, there is a need to prevent stigmatization, discrimination, and neglect. Secondly, efforts must be directed toward establishing structures and systems that enable complete and meaningful involvement within educational institutions and various sectors. Educational inequality is associated with various aspects of identity beyond disability status. Factors such as culture, language, race, and gender impact the classroom experiences of children. Consequently, schools must adopt an intersectional approach in their quest to deliver effective, accessible, and inclusive education to all children. Building from the work of UNESCO, we define inclusivity as a transformative process of educators ensuring that all children experience high-quality learning opportunities that respect and value multiple dimensions of diversity. This chapter describes an emerging research–practice partnership focused on organizational learning advancing inclusivity. The partnership is premised on supporting central office administrators and the school-based inclusion planning teams (IPTs) in a public school district implementing a comprehensive reform of their service delivery model for students labeled with disabilities. It involves supporting administrators in Boston Public Schools (BPS) in fine-tuning a theory of action (ToA), designing organizational learning processes to enact this ToA, and evaluating the efficacy of the initiative in advancing effective, inclusive education for students labeled with disabilities.

Article
Publication date: 8 August 2023

Wei-Rong Lin, Shin-Shiuan Lee and Wen-Shiung Huang

Tourists must possess technological competence, as technology becomes increasingly ubiquitous in travel. However, few studies have investigated tourists’ technological competence…

Abstract

Purpose

Tourists must possess technological competence, as technology becomes increasingly ubiquitous in travel. However, few studies have investigated tourists’ technological competence (TTC). Thus, this study aims to develop a valid and reliable scale for measuring TTC.

Design/methodology/approach

In the development of the scale, the authors first reviewed the literature and consulted experts to formulate an initial set of items. The items were then reduced using exploratory factor analysis, and the measures were validated through confirmatory factor analysis. Two distinct sets of data were collected to develop and validate the TTC scale.

Findings

The final scale has 21 items and five factors: searching and booking for travel information online, using self-service systems, operating VR/AR technologies, using apps for travel and using technology at tourist destination. After analyzing the reliability, construct validity, criterion-related validity and known-group validity, the TTC scale has been established as a measurement tool with acceptable reliability and validity.

Originality/value

The authors proposed the concept of technological competence in tourists and developed a scale to measure it. In addition to filling research gaps, understanding the items relating to TTC can help promote tourism education in the digital and technological age and provide reference for those developing technological services at tourist destinations.

研究目的

随着科技在旅行中的应用普及, 游客必须具备科技使用能力。然而, 关于游客科技使用能力(TTC)的研究很少。因此, 本研究开发了一个有效可靠的量表来衡量TTC。

设计/方法

在量表的开发中, 我们首先回顾了文献, 并咨询专家, 制定了一组初始测量项目。然后通过探索性因素分析缩减项目, 并通过验证性因素分析验证了测量。我们收集了两组不同的数据来开发和验证TTC量表。

研究结果

最终的量表包含21个项目和5个因子:在线搜索和预订旅行信息, 使用自助服务系统, 操作虚拟现实/增强现实技术, 使用旅行应用程序, 以及在旅游目的地使用科技。在分析可靠性、构造效度、标准相关效度和已知群体效度后, TTC量表已被确定为具有可接受的可靠性和效度的测量工具。

创新性/价值

我们提出了游客的科技使用能力概念, 并开发了一个用于衡量的量表。除了填补研究空白外, 了解与游客科技使用能力相关的项目可以帮助推动数字化和技术时代的旅游教育, 并为那些开发旅游目的地科技服务的人提供参考。

Details

Journal of Hospitality and Tourism Technology, vol. 14 no. 5
Type: Research Article
ISSN: 1757-9880

Keywords

Open Access
Article
Publication date: 8 November 2023

Yasin Sahhar, Raymond Loohuis and Jörg Henseler

Customer experience has become a vital premise in service theory and practice. Despite researchers' and managers' growing interest, the customer experience remains a complex and…

Abstract

Purpose

Customer experience has become a vital premise in service theory and practice. Despite researchers' and managers' growing interest, the customer experience remains a complex and multidimensional concept that is challenging for service providers to understand. This study aims to graph the experience in its multidimensionality by categorizing and proposing matching practices for service marketing managers to channel and foster customer experiences in customer journeys.

Design/methodology/approach

To support the predominantly conceptual nature of the study, an abductive approach underpinned by the authors' vast experience in academia and practice, real-life autohermeneutic phenomenological experience tales and theory on customer experience and its management by providers is deployed to craft a model that addresses and highlights the multidimensionality of experience.

Findings

This study introduces the “GraphEx” (Graph Experience) hip-pocket model, which expresses customer experience in a simple yet multidimensional fashion and offers managerial practices to foster the customer's experience. The model contains three dimensions (valence, type of experience and visceral intensity) and five managerial practices (urgent patchwork, restoring, activating and stimulating desire, bolstering and safeguarding appreciation).

Originality/value

This study contributes to the service literature by creating granularity in the multidimensionality of customer experience. This study advances customer experience management in practice by providing service managers with novel possibilities for understanding and managing customer experiences intelligently. This can help service providers streamline and innovate customer experience strategies during customer journeys and foster customer loyalty.

Details

Journal of Service Theory and Practice, vol. 33 no. 7
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 13 February 2024

Shatakshi Bourai, Rahul Arora and Neetu Yadav

The study aims to analyze factors impacting firms’ success and persistence in a digital platform competition using the structure-conduct-performance (SCP) framework. The study…

Abstract

Purpose

The study aims to analyze factors impacting firms’ success and persistence in a digital platform competition using the structure-conduct-performance (SCP) framework. The study also includes real-life cases that are beneficial to academicians and practitioners to understand and develop strategies for success and persistence during uncertainty.

Design/methodology/approach

A literature review to identify the factors that impact success and persistence in a digital platform competition was conducted following Webster and Watson (2002). Findings were integrated into a SCP framework to examine and understand the identified factors’ relational impact.

Findings

While analyzing factors under the SCP framework, all factors were divided into three categories: those impacting positively, those impacting negatively and those with ambiguous impact on the success and persistence in digital platform competition. Digital platform firms can exploit the positively impacting factors to increase market share by being distinctive from other digital platform firms and becoming dominant by withstanding competition. On the other hand, negatively impacting factors increase barriers to entry, intensify competition and reduce the distinctiveness of digital platform firms. Lastly, a few factors may have either a positive or a negative impact depending upon the particular characteristics of the firm/industry.

Research limitations/implications

The study opens the scope for future research on empirically testing the developed conceptual framework and relationships by developing propositions to posit the possible impact of these factors on digital platforms’ success and persistence.

Originality/value

The study contributed to the existing literature by using SCP framework to analyze the factors affecting firm’s success and persistence in a digital platform competition. Also, the study has discussed the relational impact of factors rather than their impact in isolation.

Details

Journal of Strategy and Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1755-425X

Keywords

Open Access
Article
Publication date: 28 April 2022

Manuel Pedro Rodríguez Bolívar and Laura Alcaide Muñoz

This study aims to conduct performance and clustering analyses with the help of Digital Government Reference Library (DGRL) v16.6 database examining the role of emerging…

2024

Abstract

Purpose

This study aims to conduct performance and clustering analyses with the help of Digital Government Reference Library (DGRL) v16.6 database examining the role of emerging technologies (ETs) in public services delivery.

Design/methodology/approach

VOSviewer and SciMAT techniques were used for clustering and mapping the use of ETs in the public services delivery. Collecting documents from the DGRL v16.6 database, the paper uses text mining analysis for identifying key terms and trends in e-Government research regarding ETs and public services.

Findings

The analysis indicates that all ETs are strongly linked to each other, except for blockchain technologies (due to its disruptive nature), which indicate that ETs can be, therefore, seen as accumulative knowledge. In addition, on the whole, findings identify four stages in the evolution of ETs and their application to public services: the “electronic administration” stage, the “technological baseline” stage, the “managerial” stage and the “disruptive technological” stage.

Practical implications

The output of the present research will help to orient policymakers in the implementation and use of ETs, evaluating the influence of these technologies on public services.

Social implications

The research helps researchers to track research trends and uncover new paths on ETs and its implementation in public services.

Originality/value

Recent research has focused on the need of implementing ETs for improving public services, which could help cities to improve the citizens’ quality of life in urban areas. This paper contributes to expanding the knowledge about ETs and its implementation in public services, identifying trends and networks in the research about these issues.

Details

Information Technology & People, vol. 37 no. 8
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 15 August 2023

Rowena Hill, Tabitha Oakes and Lee Wilkes

The fire sector within the United Kingdom has identified a need to further develop their systematic use of academic literature and develop mechanisms to include academic knowledge…

Abstract

Purpose

The fire sector within the United Kingdom has identified a need to further develop their systematic use of academic literature and develop mechanisms to include academic knowledge to inform evidence-based policy and practice. By increasing knowledge exchange between the fire sector and academia, the ability to horizon scan and identify future relevant phenomena of interest to the fire sector will be achieved. Consequently, the evidence base and horizon scanning will increase the specificity of techniques, approaches and practices needed to continually improve the safety of the activities completed within the firefighting occupation, and it will also provide priority areas for investment and increase firefighter safety.

Design/methodology/approach

This technical paper primarily features an initial scoping review of academic and grey literature and an operational incident data review. This was completed to provide an initial and updated review of disciplines and areas of academia that are actively engaged in research relevant to the fire and rescue service. Consequently, this method sought to identify and examine the various disciplines of academia involved in fire research. This paper then uses that outcome to suggest a model of multidisciplinarity to inform the fire sector.

Findings

As a result of the scoping review, each academic discipline was identified and an initial review developed a predetermined set of key search terms. This was established through identifying the most frequently used fire-related terms within each discipline. This allowed for a comprehensive understanding of the breadth of activity and depth of complexity of fire related research within each discipline and an indicative set of key search terms to be developed. Recommendations are formulated to suggest next steps to routinely incorporate the academic knowledge base in the learning process of the fire and rescue services in the United Kingdom.

Research limitations/implications

This paper provides an initial scoping map of academic literature and disciplines relevant to activities completed in the UK fire sector, which can be used to further develop the evidence base to inform the fire and rescue service of the United Kingdom. It also outlines possible mechanisms and a model to systematically facilitate knowledge exchange between academia and the fire sector by which knowledge exchange could further support the development of evidence-based policy and practice. The broad range of benefits of collaboration between the fire and rescue service and academia are explored.

Practical implications

This paper provides clear evidence as to why fire related research should have an increased priority status to inform the national fire and rescue services learning process and evidence for national policy and guidance development within the UK fire and rescue service. Additionally, recommendations are made to support the consideration of academic evidence in the systematic sector wide learning process.

Originality/value

Previously, the UK fire and rescue service had limited coordinated strategic engagement with academic disciplines to further develop their learning processes in order to produce an evidence base, which is cognisant of academic research to inform practice and guidance. This paper begins the narrowing of that gap by categorising academic literature relevant to fire research into clear disciplines, mapping these to an updated breadth of current activities undertaken by the fire and rescue service across the United Kingdom. The process also details a pilot of the proposed model to support knowledge exchange by producing an academically evidence-based submission to the National Fire Chiefs Council organisational learning process.

Details

International Journal of Emergency Services, vol. 12 no. 3
Type: Research Article
ISSN: 2047-0894

Keywords

Article
Publication date: 25 October 2022

Ashten Duncan, Kevin Lehnert and Hollie Blagg

Small business capabilities and customer interactions are particularly susceptible to market disruptions. Small businesses must pivot quickly to build or grow their capabilities…

259

Abstract

Purpose

Small business capabilities and customer interactions are particularly susceptible to market disruptions. Small businesses must pivot quickly to build or grow their capabilities and manage diverse strategies to deal with crises. This ability to quickly adapt and formulate strategies is necessary to help small businesses maintain sales and continue to engage with their clients, especially in light of disruption and crises. This work uses design thinking strategies to provide insight into how businesses can navigate such disruptions.

Design/methodology/approach

This research investigates how design thinking can help small businesses address crises. The focus is on leveraging design thinking strategies such as empathizing, defining, ideating, prototyping and testing (EDIPT), divergence/convergence and customer journey mapping design thinking tools.

Findings

The authors provide propositions and strategies to help firms adapt their strategies to the demands of clients during crises.

Originality/value

This piece provides an accessible introduction to three design thinking strategies (general EDIPT model, convergence/divergence and consumer journey mapping). The authors present this in the context of disruption, especially the recent pandemic, specifically focusing on small businesses.

Details

Journal of Business Strategy, vol. 44 no. 6
Type: Research Article
ISSN: 0275-6668

Keywords

1 – 10 of over 5000