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The purpose of this study is to carry out the systematic literature review, bibliometric analysis and content analysis of extant literature of service supply chain (SSC).

Systematic literature review (SLR) technique was used for identifying the research papers. In the first step after reading titles, abstracts and keywords and, full-length articles wherever required, papers not related to SSC were removed. In second steps papers were read more critically and papers not related to SSC were removed. Finally on 502 papers bibliometric and content analysis was further carried out. Content analysis was based on the clusters formed by bibliographic coupling. Further, content analysis of the recent articles revealed the current research trends and research gaps.

This paper identified the six existing research diversifications in SSC as (1) logistics SSC, (2) model, framework and conceptual papers, (3) third-party logistics service providers, (4) articles from various perspective, (5) measurement of quality and performance on services and (6) impact of adoption of technology, cooperation and branding on logistics service providers. Further, six future research directions are also provided.

This research provides a clear view of the progression of publication, research diversification, research themes of six identified clusters, sub-themes of clusters and content analysis of each cluster. Content analysis of recent articles reveals the current research trend and future research directions.

This is a first of its kind of study which presents the diversification of research areas within SSC, bibliometric analysis, content analysis and provides actionable future research direction.

The financial industry offers a unique setting to study innovations. Financial innovations have fueled the growth of economies, markets and societies. The financial industry has successfully become the breeding ground for innovative services, processes, business models and technologies. This study seeks to provide a holistic view of the literature on financial innovations, synthesize the research findings and offer future directions for research in light of three market developments that are disrupting the industry and opening up a new era for the financial services industry. Disruptions from within and outside the industry offer new generations of radically innovative services. Moreover, new generations of consumers differ from previous generations in their needs and wants and look for innovative ways to handle their financial needs. Finally, significant developments related to financial innovations have emerged in Asia and developing countries.

This study systematically reviews the academic research literature on financial innovations in two phases. The first phase provides a quantitative review of 546 journal articles published between 1990 and 2018. In the second phase, the study synthesizes the extant research on financial innovations and maps them in five research areas: firms' introduction and adoption of FIs, financial innovation development, the outcomes of financial innovations, regulations and intellectual property, and consumers.

The analysis found that disciplines differ with regard to the employed research methodologies, the units of analysis, sources of data and the innovations they examined. A positive trend in the number of published articles during this period is observed. However, studies have primarily focused on the USA and Europe and less so on other parts of the world. The literature synthesis further identifies research gaps in the available research that highlight future research opportunities in light of the three market disruptions. The financial services industry is on the brink of a new era due to disruptions from within and outside the industry and the entrance of new generations of consumers. Moreover, the financial industry has successfully become the breeding ground for innovative services, processes and business models. Therefore, financial innovations offer promising opportunities for bridging the gap between research on product and service innovations.

The work provides a holistic and systematic overview of extant research on financial innovations and highlights future research opportunities in light of the three disruptive market developments. It helps researchers take advantage of the opportunities in studying financial innovations while maintaining industry relevance.

The study is the first to review and synthesize the academic research literature on financial innovations across marketing, finance and innovation disciplines. In addition, the study highlights three primary disruptive forces in the financial industry and identifies future research directions in light of these disruptive forces.

The purpose of this paper is to delineate a research agenda to guide future service research investigating the digital transformation of financial service systems through Fintech – disruptive innovations by new market entrants that challenge the position of mainstream financial institutions.

Rooted in the philosophical foundations of “use-inspired research,” this paper addresses the managerially and societally relevant phenomenon of Fintech by identifying, and responding to, the individual challenges and problems associated with the digital transformation of financial services. This is accomplished through a computational text-mining approach to analyze the corpus of 1,545 published practitioner articles associated with Fintech, identification of managerial challenges therein and subsequent delineation of a novel research agenda.

By connecting managerial challenges relating to Fintech with the service literature, this paper develops a use-inspired research agenda that provides scholarly and managerially relevant research directions (RDs). These pertain to the complexity of digital financial service systems (micro level), orchestration of value co-creation with Fintech (meso level), and the development of elastic infrastructures, models and markets (macro level).

Fintech is an emerging phenomenon associated with the digital transformation of financial services. However, actual guidelines on how service research related to Fintech could be advanced from a theoretically as well as managerially relevant angle are unavailable to date. Here, the authors address this challenge and provide the field with 18 tangible RDs to advance service theory and practice.

The purpose of this paper is to guide future academic research addressing managerial challenges associated with Fintech and the digital transformation of financial service. Due to the explicit use-inspired nature of the work, the future research stemming from the agenda that the authors put forward here will be of benefit to decision makers and society more broadly.

This empirical research contributes to the discourse regarding the role of information and communication technologies in service in general, and the digital transformation on financial services in particular. The in-depth computational text-mining analysis is unbiased, replicable and provides the foundation for a use-inspired research agenda that is subsequently delineated.

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.

The purpose of this paper is to accelerate research related to the employee-facets of service management by summarizing current developments in multiple research streams, providing propositions, and articulating new directions for theory and empirical inquiry.

Seven scholars provide short reviews of the core topics and findings from four employee-related research streams – collective turnover, service climate, emotional labor, and occupational stress; and generate propositions to guide future theoretical and empirical work. Four distinguished service scholars – David Bowen, Ray Fisk, Christian Grönroos, and Jochen Wirtz comment upon these research streams and provide future directions for accelerating employee-related research in service management.

All four research-streams yield insights that have the potential to advance service management research. Commentaries from the distinguished scholars further integrate this work with key concerns within service management including technology-enablement, transformative services, and service strategy.

This paper is unique in its scope of coverage of management topics related to service and its aim to promote interdisciplinary dialog between service management scholars and researchers conducting employee-related research relevant to services.

The purpose of this article was to provide an outline of the citation practices of “Evolving to a new dominant logic for marketing” by Vargo and Lusch (2004) to identify and discuss the most prominent research topics in which citations were used and to suggest future research based on the results of the analysis.

The authors used a comprehensive framework of citation practices based on iterations of previous literature to analyze the relevant literature, which they identified by accessing, systematically and rigorously, every available contribution matching a set of criteria. The authors then categorized these contributions and highlighted the main topics of research interest in each category.

The findings identify some of the factors in the continuous development of SDL, the way this new marketing logic permeated the scientific debate, the infusion of Vargo and Lusch (2004) into several contributions framed in the new logic or justified through it, and a general perception of a default reference. Additionally, the findings highlight the main topics of research interest in each category.

The analysis enabled the detection of the original paper's influence through advances in service studies, pollination into other fields of research and continuous scientific debate. The authors have highlighted several avenues for research and proposed future research directions.

This research analyzed the effects of the spread of the SDL cornerstone article and emphasized the advantage of using an in-depth approach to the analysis of studies through a framework applied to more than 4,600 studies.

This study aims to offer an overview of hospitality and tourism research on artificial intelligence (AI) and its impact on the industry. More specifically, this study examines hospitality and tourism AI research trends in hospitality and tourism customer service experience creation and delivery, service failure and recovery, human resources and organizational behavior. Based on the review, this study identifies the challenges and opportunities and provides directions for future studies.

A narrative synthesis approach was used to review the hospitality and tourism research on AI and its impact on various aspects of the industry.

AI and AI applications in customer service experience creation and delivery and its possible effects on employees and organizations are viewed as a double-edged sword. Although the use of AI and AI applications offers various benefits, there are also serious concerns over the ethical use of AI, the replacement of human employees by AI-powered devices, discomfort among customers and employees and trust toward AI.

The paper offers an updated holistic overview of AI and its implications in different facets of the hospitality and tourism industry. Challenges and opportunities are discussed to foster future discussions on the use of AI among scholars and industry professionals.

The growing service sector has experienced several revolutions that have transformed the way services are created and delivered. In parallel, services increasingly pique the interest of scholars, resulting in an expanding body of knowledge. Accordingly, it is time to reflect on extant service research, assess its boundaries, and think about its future. This paper aims to consider three research questions: How has service research evolved over the past 27 years? Which articles have most influenced the evolution of service research in the past 27 years? What are the most promising research themes for the future?

To answer these questions, the authors analyze the contents of 3,177 service research articles published in ten major academic journals between 1993 and August 2019. Multiple correspondence analysis reveals the evolution of key service research themes and their underlying relationships.

The research themes are organized in a growth–share matrix with four quadrants (stars, question marks, cash cows and pets) and also combine into four research clusters (human resource management, organizational behavior and strategy, technology, and operations and customer behavior and marketing). Together with a specified list of influential articles that have shaped the evolution of service research, these insights suggest an agenda for research.

Acknowledging the vast growth of service research, this study presents an up-to-date picture of the discipline and an agenda to stimulate continued research.

Recent discussions of the service‐dominant logic (S‐D logic) and the creation of a multidisciplinary service science highlight the need for a paradigmatic discussion that provides directions for ongoing service research. This article aims to examine different epistemological foundations and proposes a framework to describe and better understand the development and future of service research.

Using the proposed framework, an assessment of 60 selected award‐winning and most cited articles is categorized using the paradigmatic framework.

Four paradigms are found to be prominent in service research: positivistic, hermeneutic, dialogic, and monologic. The positivistic option has been the dominant paradigm employed by service scholars, suggesting service scholars need to apply the three alternative paradigms more as a means to enrich and extend the service research discipline.

There is a need to discuss the fundamental beliefs and worldviews (ontological and epistemological positions) guiding service research. Paradigms are critical determinants and drivers of good research.

A new framework for analyzing paradigmatic foundations in service research and directions for the future design of service research studies is proposed. The suggested framework could inspire scholars to reflect on their ontological and epistemological foundations and provide paradigmatic guidance within service research. This provides a basis for continuous expansion of the service research field.

The purpose of this paper is to provide a review of key research contributions on the topic of service strategies in manufacturing by focusing on descriptions of the phenomenon and theoretical explanations of its evolution and financial consequences.

A summary analysis of the extant literature is provided. Valuable contributions and fundamental methodological issues are identified and discussed. Challenges, limitations and directions for future research avenues are also highlighted.

As a result of the analysis and discussion presented, the concept of service‐driven manufacturing is integrated through the provision, evolution and impact of services in industrial settings.

The paper contains guidelines for manufacturing managers interested in the evolution from products to services in different industries.

The paper is expected to be used as a relevant source of ideas and guidance for all those interested in doing research in services strategies in manufacturing.