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The purpose of the study is to explore the effects of two dimensions of perceived risk (functional and emotional risk) on two types of consumer information search (ongoing and pre-purchase search) in the context of innovative products and services and examine the moderating effect of innate consumer innovativeness.

The findings in this study are generated with a quantitative design using a multiple linear regression model and a residual centering method on data-collected survey responses related to tablet PC adoption in an online community and laboratory experiment on online bike-renting services.

The results show that functional and emotional risks influence on-going and pre-purchase search differently in innovative products and services context. On the one hand, functional risk affects on-going search negatively, whereas emotional risk affects on-going search positively; on the other hand, the effect of functional risk on pre-purchase search is not significant, and the effect of emotional risk on pre-purchase search is positive. Furthermore, these relationships are moderated by innate consumer innovativeness. For on-going search, consumer innovativeness moderates the negative effect of functional risk negatively and moderates the positive effect of emotional risk positively; for pre-purchase search, consumer innovativeness moderates the positive effect of emotional risk negatively on pre-purchase search.

Unlike established products and services, innovative products and services possess some elements that are unfamiliar to consumers. Companies typically pre-release innovative products and services long before officially launching them in the market, enabling consumers to assess potential risks and seek information in advance, thereby priming the market. Since innovative products and services are becoming more ubiquitous, research on the impact of perceived risk on information search is crucial for marketers. The present work is designed to be the first to consider the effects of two dimensions of perceived risk (functional and emotional risk) on two types of consumer information search (ongoing and pre-purchase search) and the moderating effect of innate consumer innovativeness. The present research is, therefore, intended to make contributions to the literature on perceived risk, information search and innovation management.

The subject of the paper is innovative information services. The purpose of this paper is to identify the potential sources of innovation in library information services and point out how they can be used to improve the overall service quality.

In the first stage, literature analysis and critique was used to establish the state of research in the field of innovative solutions and select the main sources of innovation in services. Next, a systematic search of the subject literature and network resources was carried out according to the selected criteria to find the examples of innovative commercial services, particularly in the information sector.

Libraries, like all customer-oriented service organizations, must innovate and continually evolve to better meet the needs of their audience. It seems that in libraries, the basis of innovation and building a competitive advantage over other institutions may primarily be the thoughtful design of services in the spirit of the assumptions of the experience economy. Innovative ideas based on in-depth knowledge of user needs are less dependent on financial conditions and more on the creativity and enthusiasm of library staff.

This paper is a conceptual work presenting the issue of innovation from the perspective adopted by the author. The paper does not aim to fulfill the subject but to show some interesting aspects of this issue and help initiate discussions on innovation in libraries from the perspective of phenomena present on the commercial information services market. This approach, which has not yet been adapted in library science, may show some new aspects and lead to new conclusions. This is a literature review type of paper that is not based on empirical research and it has not yet been tested in practice; however, the author believes that it can provide a valuable framework for designing and implementing innovative services in libraries. The presented process is a preliminary proposal that can and should be modified in the future based on further scientific reflection and examples of implementations in libraries.

The results can be widely used in practice as a framework for designing innovative services in libraries. The paper, based on subject literature, proposes a process of designing innovative information services that can and should be tested in practice.

The paper can help initiate the debate on the need to implement innovative solutions in library services.

The issue of innovation in library services has not yet been widely discussed in library and information science journals from the perspective proposed by the author. This paper presents a specific approach to library innovation based on the observation of the certain phenomena on the commercial market, which opens the door to new reflections.

The aim of this paper is to investigate the role of consumer characteristics and information in explaining their shopping intention regarding intelligent sensor-based services.

This study uses scenario-based experiments with the US consumers, in the context of retailers offering radio frequency identification (RFID)-based services. A post-hoc focus group interview was conducted to gain indepth insights into the study findings.

Consumers' optimistic attitude toward innovative technologies was highly influential to their shopping intention regardless of the information message valence. The role of discomfort toward innovative technologies is mixed. Contrary to the prediction, when consumers received negative information about RFID-based services, their prior knowledge of innovative technologies increased their shopping intention. Sub-dimensions of privacy concerns had differential impacts depending on the information content. Also, the negativity effect of information about RFID-based services was supported.

The results showed the important role of consumer characteristics and information together, in regard to consumers' intention to shop. The specific context, RFID-based services, has been rarely studied with consumer perspectives despite the prediction of increasing item-level adoption by retailers.

Companies should understand their target consumers particularly regarding optimistic attitude toward and knowledge of innovative technology for improved consumers' reactions to intelligent sensor-based services like RFID.

As one of the few empirical studies on intelligent sensor-based services, this study provides important insights into the roles of consumer traits and communication about intelligent sensor-based services with consumers, in order for companies to fully harness innovative service offerings.

Artificial intelligence (AI) is one of the latest digital transformation (DT) technological trends the university library can use to provide library users with alternative educational services. AI can foster intelligent decisions for retrieving and sharing information for learning and research. However, extant literature confirms a low adoption rate by the university libraries in using AI to provide innovative alternative services, as this is missing in their strategic plan. The research develops (AI-LSICF) an artificial intelligence library services innovative conceptual framework to provide new insight into how AI technology can be used to deliver value-added innovative library services to achieve digital transformation. It will also encourage library and information professionals to adopt AI to complement effective service delivery.

This study adopts a qualitative content analysis to investigate extant literature on how AI adoption fosters innovative services in various organisations. The study also used content analysis to generate possible solutions to aid AI service innovation and delivery in university libraries.

This study uses its findings to develop an Artificial Intelligence Library Services Innovative Conceptual Framework (AI-LSICF) by integrating AI applications and functions into the digital transformation framework elements and discussed using a service innovation framework.

In research, AI-LSICF helps increase an understanding of AI by presenting new insights into how the university library can leverage technology to actualise innovation in service provision to foster DT. This trail will be valuable to scholars and academics interested in addressing the application pathways of AI library service innovation, which is still under-explored in digital transformation.

In practice, AI-LSICF could reform the information industry from its traditional brands into a more applied and resolutely customer-driven organisation. This reformation will awaken awareness of how librarians and information professionals can leverage technology to catch up with digital transformation in this age of the fourth industrial revolution.

The enlightenment of AI-LSICF will motivate library professionals to take advantage of AI's potential to enhance their current business model and achieve a unique competitive advantage within their community.

AI-LSICF development serves as a revelation, motivating university libraries and information professionals to consider AI in their strategic plan to enable technology to support university education. This act will enable alternative service delivery in the face of unforeseen circumstances like technological disruption and the present global COVID-19 pandemic that requires non-physical interaction.

This paper aims to investigate the influence of customer participation in services on the innovative behaviors of employees. Although previous studies have acknowledged the importance of customers in service innovation and investigated how customer participation in product development teams affect innovation, the effect of mandatory customer participation in services on the employee innovative behavior has not been examined. In addition to addressing such gap, this study proposed the mediating role of interpersonal trust in the relationship between customer participation and employee innovative behavior and then tested the hypotheses in a restaurant context.

A total of 514 valid questionnaires were collected from frontline employees or entry-level managers in 25 well-known restaurants (including 14 hotels and 11 freestanding restaurants) in Beijing, China. The relationships among customer participation, interpersonal trust and employee innovative behavior were examined using structural models analyzed in AMOS 20.0.

The structural equation modeling results indicate that customers’ information and emotional participation in services significantly influence the innovative behavior of employees, whereas behavioral participation does not. In addition, a high level of interpersonal trust between customers and employees may increase employee innovative behaviors. Moreover, unlike cognitive trust, affective trust mediates the relationship between customer information or emotional participation and employee innovative behavior.

Findings indicate that service firms can encourage customers to participate actively in service co-creation; their participation in terms of information is encouraged to foster employee innovative behaviors by training employees and establishing an appropriate climate for information exchange. Moreover, service firms must pay attention to the emotions of customers during the service processes. Furthermore, the affective trust between customers and employees is significant to service firms, which need to take measures for employees to manage their relationships with customers well.

Based on the concepts of service marketing and organizational behavior, this study contributes to the research on customer–employee co-production and employee innovative behavior from an interdisciplinary perspective. The study reveals the influencing mechanism of customer participation on employee innovative behavior and contributes to the research on customer–employee interpersonal trust. Previous studies emphasized the importance of trust among work group members in innovation, while this study supports the association between customer–employee interpersonal trust and employee innovative behaviors.

This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences of product and technology innovation, this paper provides another insight into service innovation.

The proposed conceptual framework is based on findings from reviewing key theories and concepts, together with relevant literature in the service operation management, service innovation and hospitality management.

The proposed conceptual framework can be used to test empirically and explicate customer satisfaction and behavioural intentions towards service innovation of the hospitability operations. There are seven determinants can influence customer satisfaction: innovative mechanic clues, innovative humanic clues and innovative functional clues to influence customer transaction-specific satisfaction; complexity, meaningfulness, novelty and affordability to influence customer overall satisfaction. Customer expectation is formed by social factors, information, knowledge and their need to influence their actual perception, and the comparison between customers’ expectation and actual perception cause their satisfaction. The relationships amongst transaction-specific satisfaction, overall satisfaction and behavioural intentions can explain customer satisfaction comprehensively as a process of before, during and after their perception.

This paper highlights the importance of innovative service delivery and customers’ evaluation to contribute to creating service innovation. A synthetic definition of service innovation emphasised can help practitioners to define key determinants to effectively influence customer satisfaction and their behavioural intentions. Thus, marketing strategy aligned with operation management, can be practised appropriately.

This study provides key determinants to influencing customer satisfaction of service innovation through innovative service delivery in the hospitality operation, based on key theories and relevant literature.

本论文建立一个理论模型, 以研究创新型服务对顾客满意度和行为意向的影响。随着服务创新逐渐成为产品科技创新的焦点, 本论文针对服务创新提出一个新的角度。

本论文采用审阅服务运营管理、服务创新、和酒店管理的关键理论和概念, 提出理论模型。

本论文提出的理论模型可以进行实际测试, 以检测酒店运营中服务创新相关的顾客满意度和行为意向。研究表明, 影响顾客满意度的因素有七个：创新性硬件因子、创新性人文因子、创新性功能性因子以影响顾客交易方面的满意度、复杂性、有意义性、新意、以及可负担度以决定整体顾客满意度。顾客期待是由社会因子、信息、知识、和其影响实际感官的需求、以及顾客期待和实际感知之间的差别。交易性满意度、整体满意度、和行为意向之间的关系能够全面解释顾客满意度, 其在感知前、中、和后的过程中。

本论文强调了创新性服务流程和顾客评价对服务创新的重要性。本论文综合文献给出服务创新的概念能够帮助从业人员找到有效影响顾客满意度和行为意向的关键因素。因此, 制定出配合运营管理中的营销策略。

本论文根据审视关键理论和相关文献, 提出了酒店运营中营销服务创新的顾客满意度关键因素。

The chapter presents a mechanism of innovational development of cluster of the hospitality industry in the system of region's economic security, which formation takes place in the conditions of complex turbulent state of economy, which leads to crises of various scales and volumes. Cluster is treated as a platform that unifies efforts and partnership interactions between large, medium, and small business and synthesizes expectations of consumers on the basis of territorial concentration of readiness to care about a customer in the form of provision of the need: (1) selection and readiness of consumer to accept a specific complex service of the hospitality industry (with tourist service complexes); (2) movement (with transport complex); (3) accommodation (with hotel complex), (4) readiness for catering (with catering complex); (5) entertainment (with participation of complex of entertainment); (6) security (with security complex). The process of clustering leads to a new treatment of the notion of competition, development of capabilities to be a business partner, and finding advantages in generation of innovations together with intermediaries and neighbors.

Innovation is proven to be an essential element of every organisation that wants to achieve survival and sustain its presence. Libraries as information organisations are transformed into innovation incubators because of the fluid information environment, the social and economic influences and their desire to advance the public good. The Greek public libraries of Nafpaktos, Levadia and Veria are known examples of libraries that have successfully embraced change and innovation. This research aims to identify, through a content analysis of these specific public libraries’ websites, the innovative services they offer to the community.

It was found that the chosen public libraries offer a wide range of innovative services (e.g. Media Lab, Information Centres). No matter the challenges the Greek public libraries are facing, they have developed the necessary internal mechanisms to change the difficulties into opportunities and chance for excellence.

This study aims to conduct a comprehensive review of the literature on employee innovative behavior (EIB) in services. Based on the review, the conceptualization and operationalization of EIB are summarized, and the relationships between job characteristics and EIB are revealed.

Altogether, 143 papers examining EIB in services published in 56 journals, including top management and hospitality journals, during the period of 1995-2014 were reviewed.

Three approaches to examine EIB in services have been identified. The concept of EIB based on the reviewed papers is summarized. In addition, antecedents and consequences of EIB are reviewed. In particular, the role of job characteristics in EIB is discussed.

This study provides practitioners with a “one-stop” paper to enhance their understanding of the relationship among EIB, job characteristics and other relevant concepts. Implications for hospitality firms on stimulating the innovative behaviors of employees are also provided.

Owing to the particularity and importance of EIB in services, this review summarizes the current knowledge on this concept and its antecedents and provides directions for future research, especially on the relationship between job characteristics and EIB.

The purpose of this paper is to identify and describe the influence of the knowledge base (KB) of the company on driving forces of innovation processes in knowledge-intensive services (KIS) and to compare the level of innovativeness of the final services.

The paper investigates through qualitative research 11 KIS organisations with different KB.

The research results identified and described the influence of the KB on driving forces of innovations processes and its results in companies with four newly identified KBs (analytical, synthetic, symbolic and compliance).

Further research, based on a larger number of companies, is needed to confirm the results of this research and to complement the effect of the KB on driving forces of innovation.

This research can help organisations understand how to develop strategic plans and new ideas for innovative services depending on the KB of the organisation.

The description of successful innovation processes and results in several leading companies presented in the study may help other companies in identifying knowledge-integration practices to improve performance and innovation processes that support multiplicity, productivity and creativity.

The study systemised the sources of new ideas for innovation in companies with different KB, several driving forces of innovation were identified and how these forces are affected by each KB; lastly, innovation results were compared in companies with different KB.