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The purpose of this paper is to : first, examine information systems (IS) infusion from a user commitment perspective, and second, examine the formation of user commitment toward the use of IS in terms of job design.

This study adopts a survey approach with structural equation modeling to test the developed research model and hypotheses.

A survey of 236 enterprise system users shows that user commitment has a positive effect on IS infusion. User commitment, in turn, is influenced by task technology fit, technology self-efficacy, and task autonomy. Further mediation and direct effects to IS infusion are explored.

This study offers implications for research, such as explaining a driver of IS infusion; and extending commitment theory by finding antecedents of user commitment.

The results of this study offer suggestions to management on how to improve IS infusion in terms of user commitment and, consequently, how to develop user commitment based on the socio-technical system (STS) design.

The study highlights the critical impact of technology autonomy on IS infusion. An individual user’s authority in using and regulating the system is required for IS infusion.

This study has proposed a theoretical model of IS infusion based on commitment and socio-technical job design factors.

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.

Service encounters are becoming increasingly virtual through the infusion of computer-mediated technologies. Virtual services separate consumers and service providers both spatially and temporally. With the advent of virtual services is the need to theoretically explain how service separability is psychologically perceived by consumers across the spectrum of computer-mediated technologies. Drawing on construal-level theory, the purpose of this paper is to conceptualize a theoretical framework depicting consumer’s construal of spatial and temporal separation across a continuum of technology-mediated service virtuality.

The authors conducted two studies: first, to investigate consumers’ levels of mental construal associated with varying degrees of service separation across a spectrum of technology-mediated services; second, to empirically examine consumer evaluations of service quality in response to varying degrees of spatial and temporal service separation. These relationships were tested across two service industries: education and tourism.

Consumers mentally construe psychological distance in response to service separation and these observations vary across the spectrum of service offerings ranging from face-to-face (no psychological distance) through to virtual (spatially and temporally separated – high psychological distance) services. Further, spatial separation negatively affects consumers’ service evaluations; such that as service separation increases, consumers’ service evaluations decrease. No such significant findings support the similar effect of temporal separation on customer service evaluations. Moreover, specific service industry-based distances exist such that consumers responded differentially for a credence (education) vs an experiential (tourism) service.

Recent studies in services marketing have challenged the inseparability assumption inherent for services. This paper builds on this knowledge and is the first to integrate literature on construal-level theory, service separability, and virtual services into a holistic conceptual framework which explains variance in consumer evaluations of separated service encounters. This is important due to the increasingly virtual nature of service provider-customer interactions across a diverse range of service industries (i.e. banking and finance, tourism, education, and health care). Service providers must be cognisant of the psychological barriers which are imposed by increased technology infusion in virtual services.

This paper aims to explore the impact of salespeople’s goal orientation and self-regulatory mode on their performance through sales ambidexterity and sales technology infusion (STI) using a sales technology ecosystem approach.

This paper adopts a qualitative methodology, through in-depth interviews with salespeople from a diverse range of industries, age profiles and contexts, to explore the narratives and original meanings related to their goal orientation, self-regulatory mode, ambidexterity, STI and performance.

Sceptics are salespeople who may fear or hesitate to fully use the sales technology, whereas enthusiasts are ambidextrous salespeople with high STI, who are more open to change and able to face uncertainty, regardless of the differences in their background in terms of industry, age and experience.

STI may be influenced by individual factors, such as the salesperson’s goal orientation and self-regulatory mode. Hence, sales organizations should try to foster and facilitate further STI and sales ambidexterity, which are key to achieving positive outcomes in today’s technology-intensive sales settings.

This paper extends the current literature on sales technology and sales ambidexterity within a sales technology ecosystem perspective and provides new insight on the combined impact of these variables on the salesperson’s performance.

The purpose of this paper is to present a critical race theory content analysis of research on technology and social studies education.

This study, using a critical race theory (CRT) framework, investigates how social studies education scholars have critically addressed the intersection between technology and race/ethnicity through a content analysis of articles in the journals Theory and Research in Social Education (TRSE) and Contemporary Issues in Technology and Teacher Education (CITE) since 1990.

This paper contends that the interaction between technology and race/ethnicity is rarely critically examined in these two prominent social studies education research journals.

In light of this neglect, the paper discusses the need for an in‐depth analysis of the reification of low‐level pedagogical methods with racial/ethnic minority students, an unexplored area of research.

The purpose of this paper is to introduce the special issue of the Journal of Service Management dedicated to the Thought Leadership in Services Conference held in Brisbane Australia in 2017. The paper also explores the disruptive and transformative role that technology is set to play over the next 30 years.

The paper provides a brief summary of the papers within the special issue. The paper also introduces a conceptual framework identifying four quadrants that reflect different combinations of human touch and technology. This framework is used to examine the treatment of technology in the eight papers.

While it is clear that technology is having a profound impact on service, and is contributing to major changes within the eight service domains captured by the papers in the special issue; there were significant differences observed across the eight papers in the special issue. From the associated discussion, it is clear that the humanistic paradigm is still dominant within services, even though there is strong evidence that a shift is occurring.

This paper extends earlier work exploring the infusion of technology within services to highlight the progress from a humanistic paradigm to a technology-centric paradigm.

Just as the technology has made its way into daily life, invited or not, technology has made its way into the school. School administrators and educators may, or may not, enthusiastically embrace an additional set of expectations and expertise. However, a prudent administrator needs to know about the technology knowledge and skills required to be competent in the digital age. Professional organizations publish the standards that reflect best practice.

This chapter develops a framework for classifying approaches to conceptualizing and measuring implementation of innovations. It first develops a typology that distinguishes rollout, modification, programmatic and transformation conceptualizations of implementation. The implications of each conceptualization for measurement of implementation are discussed. Following this a classification scheme for implementation measures is presented that distinguishes measures on the basis of their: (a) criterion for success of the implementation; (b) innovation unit; (c) source of data; (d) measurement scale; and (e) level of analysis. Issues related to various measurement choices are discussed along with recommendations for future research and development in the measurement of implementation.

This study aims to reflect on the future of work dimensions through the new concept of inclusive organizational behaviour (IOB) and its practices.

This work is a reflective concept development paper that focuses on new dimensions of organizational behaviour (OB) exploring IOB practices in the new workplace which can broaden the concept of OB that fits into the future of work.

The IOB practices will adapt and help in adapting to the new work dynamics that can create more humane and stimulating workplaces, thereby benefiting society at large. Individual positive psychological traits, team dynamics and a fusion of digital corporate culture with a human-centric approach and sustainability are highlighted in the redefined IOB, expanding the concept of OB from the three levels of analysis (individual, group and the entire organization’s behaviour) in the new normal post-COVID situation.

Limited research studies are being conducted to investigate the future of work dynamics in the new standard post-COVID environment, which is dominated by digitization. The lack of literature and the changing situations that impact OB are the limitations.

Corporate houses, policymakers and leaders who understand the workplace dynamics in the post-COVID scenario can effectively leverage the insights from this work and may chalk out a road map for future work through IOB practices.

This research extends knowledge pertaining to IOB practices and the changing dynamics that need to be followed in the future OB practices.

Technology is profoundly changing the nature of services and the ways in which firms interact with their customers. The result, while positive, also has its downside. This paper elaborates on the opportunities that technology presents for firms to develop new services, and provide better, more efficient services to customers as well as the paradoxes and dark side of technology and services. The paper concludes with a section on what customers expect from technology‐delivered services suggesting that “the more things change, the more some things remain the same”. Customers still demand quality service no matter how the firm chooses to structure the relationship. It is incumbent upon firms to develop technology‐based services that can provide the same high level of service that customers expect from interpersonal service providers.