Journal of Service Management最新文献

{"title":"Why should I trust you? Influence of explanation design on consumer behavior in AI-based services","authors":"Florence Nizette, Wafa Hammedi, Allard C.R. van Riel, Nadia Steils","doi":"10.1108/josm-05-2024-0223","DOIUrl":"https://doi.org/10.1108/josm-05-2024-0223","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study explores how the format of explanations used in artificial intelligence (AI)-based services affects consumer behavior, specifically the effects of explanation detail (low vs high) and consumer control (automatic vs on demand) on trust and acceptance. The aim is to provide service providers with insights into how to optimize the format of explanations to enhance consumer evaluations of AI-based services.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Drawing on the literature on explainable AI (XAI) and information overload theory, a conceptual model is developed. To empirically test the conceptual model, two between-subjects experiments were conducted wherein the level of detail and level of control were manipulated, taking AI-based recommendations as a use case. The data were analyzed via partial least squares (PLS) regressions.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results reveal significant positive correlations between level of detail and perceived understanding and between level of detail and perceived assurance. The level of control negatively moderates the relationship between the level of detail and perceived understanding. Further analyses revealed that the perceived competence and perceived integrity of AI systems positively and significantly influence the acceptance and purchase intentions of AI-based services.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This research offers service providers key insights into how tailored explanations and maintaining a balance between detail and control build consumer trust and enhance AI-based service outcomes.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This article elucidates the nuanced interplay between the level of detail and control over explanations for non-expert consumers in high-credence service sectors. The findings offer insights into the design of more consumer-centric explanations to increase the acceptance of AI-based services.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"48 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2024-12-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142869905","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Institutional dissonance and innovation: higher education from a service ecosystems perspective","authors":"Jennifer D. Chandler","doi":"10.1108/josm-04-2023-0143","DOIUrl":"https://doi.org/10.1108/josm-04-2023-0143","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The purpose of this research note is to call for action and research on higher education as a service ecosystem. By explicating the need for service innovation in higher education, this research note deepens the understanding of how institutional dissonance can influence value cocreation in service ecosystems.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Viewing higher education from a service-centered, systems-oriented lens reveals how institutional dissonance related to diversity, equity and inclusion can catalyze innovation for the university. In other words, when nontraditional faculty, staff, students and stakeholders cannot meaningfully engage with the university or, vice versa, it is not possible for value cocreation to truly emerge in the service ecosystem.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Because extant research and data on persistence in higher education is based on findings from Predominantly White Institutions (PWI), the higher education and service literature do not yet provide insights for universities and other large-scale institutions that need to adapt to and engage with nontraditional, nonwhite college students or actors.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The proposed framework integrates the higher education and service management literature to describe how innovation can improve value cocreation and reconcile institutional dissonance in higher education.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"29 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2024-12-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142820799","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A system and learning perspective on human–robot collaboration","authors":"Cristina Mele, Tiziana Russo-Spena, Angelo Ranieri, Irene Di Bernardo","doi":"10.1108/josm-12-2023-0508","DOIUrl":"https://doi.org/10.1108/josm-12-2023-0508","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The process of introducing a new robotic technology into a service system is complex, and its impacts on work practices can be challenging. By adopting a system perspective, this study investigates how human–robot collaboration (HRC) transforms work practices (i.e. customer care).</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>We conducted a two-year longitudinal analysis of an international company specializing in natural health products, examining changes in customer care practices following the introduction of chatbots. The study leverages expansive learning theory, which emphasizes activity systems and the transformations that occur within them, to trace the integration of robots and their effects on work practices.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The findings reveal that HRC enhances customer care practices by creating a human–robot activity system organized around shared goals. This system, mediated by tools, rules and the community, evolves through expansive learning dynamics. The process begins by identifying and addressing the contradictions and tensions between current human work practices and robotic capabilities, often revealing challenges and opportunities to improve HRC.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This research offers a novel conceptualization of the systemic and dynamic nature of HRC by placing it within broader frames of activity systems and expansive learning. Collaborations between humans and robots entail an expansive performativity that extends beyond the traditional roles or tasks of either actor or actant. It spans a diverse range of objects, tools, procedures and institutional setups, culminating in transformations of customer care practices.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"27 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2024-11-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142753640","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Wired for work: brain-computer interfaces’ impact on frontline employees’ well-being","authors":"Alexander Kies, Arne De Keyser, Susana Jaramillo, Jiarui Li, Yihui (Elina) Tang, Ihtesham Ud Din","doi":"10.1108/josm-03-2024-0098","DOIUrl":"https://doi.org/10.1108/josm-03-2024-0098","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Neurotechnologies such as brain-computer interfaces (BCIs) are rapidly moving out of laboratories and onto frontline employees' (FLEs) heads. BCIs offer thought-controlled device operation and real-time adjustment of work tasks based on employees’ mental states, balancing the potential for optimal well-being with the risk of exploitative employee treatment. Despite its profound implications, a considerable gap exists in understanding how BCIs affect FLEs. This article’s purpose is to investigate BCIs’ impact on FLEs’ well-being.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This article uses a conceptual approach to synthesize interdisciplinary research from service marketing, neurotechnology and well-being.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This article highlights the expected impact from BCIs on the work environment and conceptualizes what BCIs entail for the service sector and the different BCI types that may be discerned. Second, a conceptual framework is introduced to explicate BCIs’ impact on FLEs’ well-being, identifying two mediating factors (i.e. BCI as a stressor versus BCI as a resource) and three categories of moderating factors that influence this relationship. Third, this article identifies areas for future research on this important topic.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>Service firms can benefit from integrating BCIs to enhance efficiency and foster a healthy work environment. This article provides managers with an overview of BCI technology and key implementation considerations.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This article pioneers a systematic examination of BCIs as workplace technology, investigating their influence on FLEs’ well-being.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"78 1 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2024-11-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142753647","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration","authors":"Allard C.R. van Riel, Farhad Tabatabaei, Xiaoyi Yang, Ewa Maslowska, Velmurugan Palanichamy, Della Clark, Michael Luongo","doi":"10.1108/josm-05-2024-0220","DOIUrl":"https://doi.org/10.1108/josm-05-2024-0220","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Capable service employees are increasingly scarce and costly. Many organizations opt to partially replace, support or augment human employees with AI systems. This study builds a framework to help managers map and understand the challenges of crafting a service climate that fosters synergies between AI and human employees, where customers require value-added, personalized and excellent service.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This conceptual article identifies barriers and facilitators of building a service climate for organizations using both human and AI-based employees through an eclectic review of relevant literature.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>A conceptual framework is built, and a future research agenda is brought forth.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>By identifying barriers and facilitators for AI–human synergies in service settings, this article clarifies how AI can be made to complement human employees, especially in delivering personalized, value-added services, while also highlighting knowledge gaps.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This study provides a practical framework for integrating AI into the workforce. It offers insights into addressing challenges in creating a service climate that combines human and AI capabilities to maintain service excellence. Identifying key barriers and facilitators, the framework guides managers to improve efficiency and customer satisfaction in a rapidly changing service landscape.</p><!--/ Abstract__block -->\u0000<h3>Social implications</h3>\u0000<p>This research offers insights on incorporating AI to address labor shortages while maintaining high-quality, personalized service. It provides a pathway to improving service experiences, especially in sectors facing staffing challenges from an aging population.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This research builds on Bowen and Schneider’s (2014) seminal service climate framework to account for a mix of human and AI-based employees.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"108 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2024-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142610724","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Elevating the human experience through service standards: insights from the global refugee crisis","authors":"Marek Gnusowski, Raymond P. Fisk","doi":"10.1108/josm-11-2023-0487","DOIUrl":"https://doi.org/10.1108/josm-11-2023-0487","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This article proposes a set of three service standards for serving humanity; develops the Agency, Dignity and Diversity (ADD) Service Standards Framework; integrates these standards with human experience; and then applies this framework to refugee service experiences.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Building on Transformative Service Research (TSR), we propose service standards for humanity and connect these standards to elevating the human experience. Subsequently, the ADD Service Standards Framework for serving humanity is presented and applied to the human experiences of refugees.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Three service standards for serving humanity are proposed: empowering human agency, respecting human dignity and honoring human diversity. Further, we apply these three standards to offer a set of standard-specific practical actions adapted to the plight of refugees.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The practical implications affect all aspects of humanity’s service systems. Service standards should be universal, responsive to various needs of individuals and groups and adaptable to changing needs.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This paper contributes service standards for guiding service systems of any kind in serving humanity and provides a comprehensive framework for designing and implementing service standards that can elevate the human experience.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"28 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2024-11-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142594745","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Service virtuousness: implementing the very best of human qualities in service delivery","authors":"Dana Yagil","doi":"10.1108/josm-07-2024-0325","DOIUrl":"https://doi.org/10.1108/josm-07-2024-0325","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>In light of the increasing prevalence of non-human services, organizations can benefit by emphasizing distinctively human qualities in their services. This paper suggests that cultivating virtues among employees can enhance the value of human-provided services.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This conceptual paper incorporates ideas from management and service research examining the notion of virtue as well as human qualities that are associated with virtuousness. The paper builds upon service research, which emphasizes the important role of human elements in service interaction, along with extensive research in positive organizational scholarship, which characterizes virtues as the finest attributes of human nature.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The paper introduces “service virtuousness,” the voluntary and authentic expression of human virtues like compassion and creativity in service delivery, treating customers as individuals beyond their formal roles. A review of the literature reveals how virtuousness appears in services. The study also identifies when it is most beneficial, explores the challenges in its implementation, and suggests future research directions.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The paper offers a novel concept for service research grounded in core human values. Although service virtuousness does not focus on outcomes, it offers numerous benefits to all parties involved in the service setting. The theoretical framework for studying service virtuousness provides new opportunities to identify the conditions in which virtuousness is most beneficial in a service context.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"227 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2024-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142397852","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Frontline employee work engagement and customer service evaluations: a conceptual replication","authors":"Yves Van Vaerenbergh, Simon Hazée","doi":"10.1108/josm-07-2024-0304","DOIUrl":"https://doi.org/10.1108/josm-07-2024-0304","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The relationship between frontline employee work engagement and customer service evaluations is a major theme in service research. Recent studies have called for further exploration and validation of this relationship. This paper conceptually replicates the work engagement-customer service evaluations link within the context of technology-mediated voice-to-voice encounters. Moreover, we extend prior work by examining how work engagement influences customer service evaluations depending on the outcome of the service encounter (positive or negative).</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The authors conducted a multilevel, multi-source study involving data from 4,198 customer interactions and 346 employees at a major European telecom operator. The data were analyzed using a linear mixed effects model.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The study could not replicate the relationship between work engagement and customer service evaluations in technology-mediated voice-to-voice encounters. The findings reveal that customers who interacted with a highly engaged employee but received a negative service outcome evaluated the interaction more negatively than those who interacted with a less engaged employee. Conversely, when the service outcome was positive, work engagement was not significantly related to customer service evaluations.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>In voice-to-voice encounters, employee engagement appears to have little impact on customer service evaluations and can even be detrimental when the service outcome is negative. This study is among the first to empirically demonstrate a negative effect of work engagement on customer service evaluations. Future replication studies are needed to validate these findings.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"42 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2024-09-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142329194","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Reuse of service concept elements for modular service design","authors":"Fabian Hunke, Gerhard Satzger, Tuure Tuunanen","doi":"10.1108/josm-04-2024-0171","DOIUrl":"https://doi.org/10.1108/josm-04-2024-0171","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This research investigates the systematic reuse of service concept elements within modular service design, aiming to offer actionable insights into effective conceptualization of services and extending methodological underpinnings to enhance the approach of service design.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Employing a design science research approach, this study investigates the intentional and targeted reuse of service concept elements for modular service design. It develops four general design principles and applies them in a real-world context to demonstrate and evaluate the purposeful integration of service concept elements.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This research reveals the efficacy of reusing service concept elements for modular service design, highlighting the benefits of this approach in conceptualizing new services. It theorizes generalizable design knowledge by formalizing four design principles that allow to underpin the reuse of service concept elements.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This research contributes to service design literature by providing actionable insights into the systematic reuse of service concept elements, particularly within the framework of modular service design. We develop and test general design principles and, specifically, apply them for analytics-based digital services.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"29 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2024-09-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142384513","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption","authors":"Hope Jensen Schau, Ignacio Luri, Melissa Archpru Akaka","doi":"10.1108/josm-03-2023-0115","DOIUrl":"https://doi.org/10.1108/josm-03-2023-0115","url":null,"abstract":"&lt;h3&gt;Purpose&lt;/h3&gt;\u0000&lt;p&gt;This paper aims to explore practice innovation and organizational resiliency during exogenous service ecosystem disruptions. This inquiry focuses on the extreme disruption caused by the COVID-19 pandemic, which required service firms to recodify long-established service scripts, adapt digital and physical material elements of the service encounter and ultimately reconfigure a system of practices. The specific context is forced practice innovation in Starbucks servicescape (kiosks and coffeehouses). Starbucks is best known for its custom beverages and third-place strategy. Their strict adherence to a complex service script and unique ordering practices altered during pandemic stay-home disease prevention mandates.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Design/methodology/approach&lt;/h3&gt;\u0000&lt;p&gt;Thematic coding consistent with prior research on practice innovation and diffusion and a grounded theory methodology was conducted. Data were triangulated and analyzed within and across a variety of sources. These include field notes from direct observation, interviews, focus groups, firm-authored collateral in the form of marketing communications and third-party authored secondary sources such as news, social media, blogs and forums.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Findings&lt;/h3&gt;\u0000&lt;p&gt;Data reveal how practice innovation occurs through the reconfiguration of a system of practices, which support organizational resiliency and can force brand evolution, in prolonged exogenous service ecosystem disruptions. The COVID-19 pandemic required service industries to adapt and recodify service scripts and alter physical and digital elements of service encounters. While the pandemic affected all firms in the sector, we argue that Starbucks' established scripts and third-place strategies, which characterized the brand experience, were particularly vulnerable. We find that practice innovation occurs through the reconfiguration of practice elements – competences, meanings and materiality – and restructures the service encounter. Practice codification, transposition, adaptation and stabilization support organizational resiliency and brand evolution. We find that Starbucks' brand experience emphasis on the third place is reconceptualized from an in-person community-based retailscape to a platform-based strategy necessitating script recodification and practice adaptation. Our analysis of Starbucks' kiosks and coffeehouses illuminates how a distinctly branded service encounter is constituted by a system of practices that can be reconfigured and diffused anew in the face of disruption.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Originality/value&lt;/h3&gt;\u0000&lt;p&gt;The conceptualization of practice innovation as systems reconfiguration establishes a novel approach to understanding innovation in service ecosystems. The COVID-19 pandemic is a unique context to study a sector-wide exogenous extended service disruption. We focus on a firm with an elaborate pre-pandemic service script and commitmen","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"25 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2024-08-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142013902","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}