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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.

The purpose of this paper is to propose a framework for understanding, predicting and analyzing how future service technologies can lead to value co-creation at different stages of a value chain.

For organizations, future service technologies are growing in importance and will become a crucial means to survival. It is clear that future service technologies will increase the opportunity to reduce costs and create efficiency, but it is not equally clear how future service technologies enable value creation for customers and users. On this premise, the study proposes a conceptual framework.

The framework illustrates how future service technologies can lead to value creation for customers. The paper also portrays opportunities and potential pitfalls with future service technologies for organizations.

Several researchers are focusing on innovative technologies. Many business companies are talking about how to implement them and increase their profit. However, less attention is devoted to the ways in which future service technologies will lead to benefits and the experience of service for customers and users using them. This paper represents an original attempt to illustrate that.

The development of telecare services across the UK has been supported by grants from the respective governments of Scotland and Wales, and by the DH in England. New services are being established to sometimes operate alongside existing community equipment services and community alarm services. Elsewhere they are embracing a wider range of services including rehabilitation, intermediate care and health services designed to reduce the use of unscheduled care services. This paper discusses the difficulties in understanding the scope of telecare services, and the definitions of services that will need to be confirmed so that service users can choose appropriately if offered direct payments. Two different service models are offered, one of which uses telehealth as an umbrella term to cover all telecare, e‐care and m‐care, and telemedicine where the former includes all such services offered in the service user's home, including those of a medical nature. The second model views telecare alongside assistive technologies and telemedicine as one of three different technology groups designed to make people more independent or to bring care closer to home. There is significant overlap between the three groups, which justifies the introduction of a new term ‐ ARTS (assistive and remote technology services) ‐ to describe this area of support.

This paper aims to identify future research opportunities that address human–technology service interactions.

This editorial is based on the author’s personal reflections and conceptualizations of ideas from past previous research and theory.

The authors identify three opportunities for further research on technology and humanity: service technology and social interaction and service technology and societal prosperity.

Service researchers need to realize that topics such as technology, robots, artificial intelligence are not mutually exclusive from topics that seek to improve the human condition, such as transformative service research. We encourage service researchers to explore how digital technologies in service domains impacts consumers, communities, and even, global humanity.

Researchers have guidance on areas in which pioneering theoretical and methodological opportunities abound.

This editorial offers new perspectives on technology and humanity considering the effect of the global pandemic.

The purpose of this paper is to systematically analyze existing studies related to the adoption of smart technologies in cruise tourism services, particularly robots, artificial intelligence, service automation and virtual reality. More specifically, the authors intend to highlight the current state of research on this topic, present the findings within a conceptual framework and propose a research agenda.

The relevant literature was extracted using two major electronic databases, web of science (WoS) and Scopus. The authors identified 31 articles from high-quality journals and used a systematic review and the VOSviewer software to analyze them.

Since 2014, there has been an increase in the number of studies related to smart technologies in cruise tourism services. At first, researchers focused on Royal Caribbean’s robotic bartender arm, whereas other technologies such as digital signage, self-service options, facial recognition and virtual culinary experiences received less attention. However, the interest in exploring these last smart technologies has grown significantly since 2019. The adoption of RAISA in the cruise tourism service (ASCT) framework was proposed, identifying five major domains: cruise robotic technology, technology innovation, cruise passengers’ engagement behavior, cruise passengers’ technology readiness and privacy perception and knowledge expertise. These domains provide valuable guidance for future research in this field.

To the best of the authors’ knowledge, this is the first study to systematically analyze literature on the adoption of new technologies in cruise tourism services, specifically focusing on the major technologies available on cruise ships.

本文的主要目标是系统地分析与邮轮旅游服务中智能技术采用（RAISA）相关的现有研究, 特别是关于机器人、人工智能、服务自动化和虚拟现实等方面。具体而言, 我们意图突出此主题的当前研究现状, 将研究结果呈现在一个概念框架中, 并提出一个研究议程。

我们使用了两个主要的电子数据库 WoS 和 Scopus 提取相关文献。我们从高质量期刊中找到了 31 篇文章, 并采用系统综述和 VOSviewer 软件对它们进行了分析。

自 2014 年以来, 与邮轮旅游服务中智能技术相关的研究数量不断增加。最初, 研究人员着重关注皇家加勒比邮轮公司的机器人调酒师臂, 而其他技术, 如数字标识、自助选项、面部识别和虚拟烹饪体验等, 得到的关注较少。然而, 自 2019 年以来, 探索这些智能技术的兴趣显著增长。提出了 ASCT 框架, 识别了五个主要领域：邮轮机器人技术; 技术创新; 邮轮旅客参与行为; 邮轮旅客技术准备度; 以及隐私感知和专业知识。这些领域为该领域的未来研究提供了有价值的指导。

这是第一篇系统分析邮轮旅游服务中新技术采用文献的研究, 特别聚焦于邮轮上的主要技术。

Technology-enabled business-to-business (B2B) services contribute the largest share to GDP growth and are fundamental for an economy’s value creation. This article aims to identify key service- and digital technology-driven B2B innovation modes and proposes a research agenda for further exploration.

This conceptual paper adopts a techno-demarcation view on service innovation, encompassing three core dimensions: service offering (the service product, or the “what”), service process (the “how”) and service ecosystem (the “who/for whom”). It delineates the implications of three digital technologies – the internet-of-things (IoT), intelligent automation (IA) and digital platforms – for service innovation across these core dimensions in B2B markets.

Digital technology has immense potential ramifications for value creation by reshaping all three core dimensions of service innovation. Specifically, IoT can transform physical resources into reconfigurable service products, IA can augment and automate a rapidly expanding array of service processes, while digital platforms provide the technical and organizational infrastructure for the integration of resources and stakeholders within service ecosystems.

This study suggests an agenda with six themes for further research, each linked to one or more of the three service innovation dimensions. They are (1) new recurring revenue models, (2) service innovation in the metaverse, (3) scaling up service innovations, (4) ecosystem innovations, (5) power dependency and lock-in effects and (6) security and responsibility in digital domains.

The advancement of technology and increased sales of service robots have led to discussions about their usage. Recently, the use of service robots in accommodation businesses has become a topic of examination. This study aims to explore the behavioural intentions of accommodation business managers towards using service robots from the perspective of the technology acceptance model. As part of this project-supported study, the ‘Sanbot Elf’ service robot was rented for 14 days and demonstrated in six accommodation businesses in Kastamonu. Semi-structured interviews were conducted with managers and unit supervisors after the demonstration, and the process was also monitored through participant observation. The data were analysed using content analysis and participant observation methods. It was determined that participants' opinions on service robots were generally positive. Participants stated that personalised service presentations could be provided with service robots and that these robots could be used in different departments and marketing processes. The study concluded that service robots could positively impact service quality, are an exciting technology for accommodation businesses and the use of service robots could increase in the future. Participants' attitudes towards using service robots in accommodation businesses were positive in this context.

This research aims (i) to assess the level of customer satisfaction and loyalty to self-service technologies and Auchan Retail Portugal, (ii) to identify the determinants of customer satisfaction and loyalty to these technologies and also, (iii) to identify their influence on customer loyalty to this modern distribution retailer operating in Portugal.

A conceptual model was defined to meet the research objectives and to carry out the quantitative analysis applied to the random sample (n = 483) of customers. The data used where gathered via an online questionnaire survey, which covered all dimensions of the conceptual model, applied in 2021 in Portugal. To validate the hypotheses, Cronbach’s alpha and multiple linear regression models were used.

The results reveal that customer satisfaction with self-service technologies has a direct and positive effect on customer loyalty to Auchan Retail Portugal. Furthermore, results reveal that the technology utility factors significantly influence the customer technology experience which has an impact on perceived service quality and perceived risk. The findings of this research provide data on how to improve customer adoption and satisfaction with self-service technology and highlight that these technologies should be part of firm’s competitive strategy.

This study presents itself as a novelty for science, while granting important contributions to the retailer. It presents an innovative conceptual model that delivers to Auchan the basis for it to move toward smart retail technologies, aiming at the market trend of personalization. For future research, this study can be used as an instrument to evaluate the customer experience with self-service technology and to examine the determinants and effects of self-service technology separately.

This paper aims to create a conceptual model that connects learning organizations, service innovation and technology acceptance.

The importance of the interaction of variables benefiting both individuals and organizations has been comprehensively explained by combining two well-known theories – learning organizational theory and service innovation theory – with the technology acceptance model. In the first part of the study, conceptual model has been constructed and then applied to the hospitality industry of which results have been presented in the second part of this paper.

It is hypothesized that learning organization, service innovation and technology acceptance have significant relationships. It is also suggested that the learning organization plays an intermediary role in the relationship between technology acceptance and service innovation. Empirical results in this regard have been presented in the second part of the paper.

The relations have been established and tested in the hospitality industry in Antalya. However, the model can be applied and established relations tested in other industries.

This research contributes to our knowledge of the intricate linkages that exist between learning organizations, technology acceptance and service innovation. Originality of the paper is related to the novel multilayered model illustrating three-way interactions between the three dimensions of learning organization, technology acceptance and service innovation.

With the increasing importance of technology in hospitality and tourism, technology-driven service innovation has been a salient topic discussed from both customers’ and suppliers’ perspectives. However, there has been a lack of research that provides an overview of research on technology-driven service innovation. The purpose of this study is to review current discussions on technology-driven service innovation and provide directions for future studies in the hospitality and tourism literature.

A total of 82 articles on technology-driven service innovation were collected from top-tier hospitality and tourism journals. The papers were analyzed using content analysis to derive key topics discussed in the literature. Such discussions were made by different service innovation categories, antecedents, outcomes and theories. Future research agendas were suggested based on the research gap found in the literature.

The results indicate that prior discussions on technology-driven service innovation viewed technology as a service or service delivery method, with limited focus on management, marketing and institutional service innovation. In addition, the study reveals five key topics that need further discussion, such as cocreative technology, human resources management, strategy management, emerging technology and digital transformation.

While there have been increasing studies that reveal determining roles of technology in service innovation, scarce research introduced the new concept of technology-driven service innovation, suggesting a comprehensive approach. By adopting the unique approach of technology-driven service innovation, the research reveals the multifaceted roles of technology in service innovation and areas that need further discussion to implement highly sustainable strategies.

The research adds to the knowledge of technology-driven service innovation by providing a holistic view of current discussions, finding research gaps and proposing future research agendas for extended discussion.