Journal of Service Management最新文献

{"title":"To automate or not to automate? A contingency approach to service automation","authors":"Eline Hottat, Sara Leroi-Werelds, Sandra Streukens","doi":"10.1108/josm-04-2022-0125","DOIUrl":"https://doi.org/10.1108/josm-04-2022-0125","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Following a contingency approach, this paper aims to understand when service automation can enhance or destroy value for customers in the frontline by (1) providing a comprehensive overview of factors that influence the value co-creation/co-destruction potential of service automation and (2) zooming in on the combination of service contexts and service tasks to develop research propositions.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This paper uses a grounded theory approach based on qualitative data from multiple methods (i.e. a diary study with follow-up interviews, a consultation of academic experts and a storyboard study) as well as a systematic literature review to develop (1) a Framework of Automated Service Interactions (FASI) and (2) a contingency model for service tasks/contexts.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This paper presents a framework which gives an overview of factors influencing the value co-creation/co-destruction potential of service automation. The framework discerns between three types of factors: service design (i.e. controllable and manageable by the organization), static contingency (i.e. uncontrollable and fixed) and dynamic contingency (i.e. uncontrollable and flexible). Furthermore, the paper presents a contingency model based on the combination of service contexts and service tasks which results in seven research propositions.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This paper brings structure in the fragmented field of service automation. It integrates and summarizes insights regarding service automation and sheds more light on when service automation has the potential to create or destroy value in the organizational frontline.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2023-02-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50165505","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":"Co-creation in healthcare: framing the outcomes and their determinants","authors":"Floriana Fusco, Marta Marsilio, Chiara Guglielmetti","doi":"10.1108/josm-06-2021-0212","DOIUrl":"https://doi.org/10.1108/josm-06-2021-0212","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Understanding the outcomes of co-creation (CC) in healthcare is increasingly gaining multidisciplinary scientific interest. Although more and more service management scholars have pointed out the benefits of cross-fertilization between the various research fields, the literature on this topic is still scattered and poorly integrated. This study aims to summarize and integrate multiple strands of extant knowledge CC by identifying the outcomes of health CC and the determinants of these outcomes and their relationships.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A structured literature review was conducted per PRISMA guidelines. A total of 4,189 records were retrieved from the six databases; 1,983 articles were screened, with 161 included in the qualitative thematic analysis.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This study advances a comprehensive framework for healthcare CC based on a thorough analysis of the outcomes and their determinants, that is, antecedents, management activities and institutional context. Extant research rarely evaluates outcomes from a multidimensional and systemic perspective. Less attention has been paid to the relationship among the CC process elements.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>This study offers an agenda to guide future studies on healthcare CC. Highlighting some areas of integration among different disciplines further advances service literature.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The framework offers an operational guide to better shape managerial endeavors to facilitate CC, provide direction and assess multiple outcomes.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This is the first extensive attempt to synthesize and integrate multidisciplinary knowledge on CC outcomes in healthcare settings by adopting a systematic perspective on the overall process.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2023-01-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50165693","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":"Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape","authors":"Zeya He, Laurie Wu, Xiang (Robert) Li","doi":"10.1108/josm-11-2021-0429","DOIUrl":"https://doi.org/10.1108/josm-11-2021-0429","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Photos are powerful tools to attract individuals’ attention and convey service experiences. Yet exactly how visual cues in a photo contribute to the perceptions of the staged servicescape, and how these perceptions inspire online booking/reservation behaviors, remains underexplored. Addressing the gap, this study aims to uncover (1) how perceptual information mediated by an online photo contributes to the formation of consumers' holistic perceptions of the service environment and (2) how such consumers' holistic perceptions further influence customers' online purchasing behaviors.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This research adopts an innovative crowdsourcing approach and refers to field data on consumers' online hotel booking behaviors to examine relationships among inferred servicescape dimensions, consumers' holistic perceptions of the mediated servicescape and their actual online booking/reservation behaviors (e.g. page-view and meta-click behaviors).</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Confirmatory factor analysis and path analysis indicated that five mediated servicescape dimensions (i.e. color, lighting, furnishings, layout and style) contribute significantly to consumers' perceptions of the mediated servicescape (CPMS) and exert different impacts on CPMS. Connecting the crowdsourced rating and consumer behavioral data, CPMS is found to influence consumers' aggregated page-view and meta-click behavior, especially in the US market.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>Building upon servicescape theory, the medium theory and the online booking literature, this research proposes a novel conceptual framework of CPMS to theorize the process by which visual cues in online photos contribute to CPMS and subsequent online purchase behaviors. Findings from this research extend Bitner's servicescape framework to mediated service contexts and provide practical implications for promoting service businesses.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2022-12-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50165704","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":"Enabling a service thinking mindset: practices for the global service ecosystem","authors":"Linda Alkire, Rebekah Russell-Bennett, Josephine Previte, Raymond P. Fisk","doi":"10.1108/josm-02-2022-0070","DOIUrl":"https://doi.org/10.1108/josm-02-2022-0070","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Profound economic, social, political and environmental problems are cascading across modern civilization in the 21st century. Many of these problems resulted from the prevailing effects of rational economics focused on profit maximization. The purpose of this paper is to reframe the mindsets of scholars, firms and public policy decision-makers through enabling Service Thinking practices.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Marketing, service and allied discipline literature are synthesized, and Raworth's (2018) Doughnut Economics model is adapted to conceptualize and construct the Service Thinking framework.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Service Thinking is defined as a just, mutualistic and human-centered mindset for creating and regenerating service systems that meet the needs of people and the living planet. Service Thinking is enabled by five practices (service empathy, service inclusion, service respect, service integrity and service courage).</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>Actionable implications are presented for service ecosystem entities to uplift well-being, enhance sustainability and increase prosperity.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>Service Thinking practices are shaped by influencing forces (marketing, education and law/policy) and operant service ecosystem resources (motivation–opportunity–ability or MOA), which makes Service Thinking applicable to four economic entities in the service ecosystem: the household, the market, the state and the commons.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2022-12-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50165709","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":"Fostering positive customer attitudes and usage intentions for scheduling services via chatbots","authors":"Daniel Maar, Ekaterina Besson, Hajer Kefi","doi":"10.1108/josm-06-2021-0237","DOIUrl":"https://doi.org/10.1108/josm-06-2021-0237","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This article draws on a reasoned action perspective and the two fundamental dimensions (i.e. warmth and competence) of the Stereotype Content Model (SCM) to analyze customers' chatbot-related attitudes and usage intentions in service retailing. The authors investigate how chatbot, customer, and contextual characteristics, along with perceptions of chatbot warmth and competence, shape customers' chatbot-related attitudes. Furthermore, the authors analyze whether the customer generation or the service context moderates the relationship between chatbot-related attitudes and usage intentions.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The results are based on two studies (<em>N</em> = 807). Study 1 relies on a 2 (chatbot communication style: high vs low social orientation) × 2 (customer generation: generation X [GenX] vs generation Z [GenZ]) × 2 (service context: restaurant vs medical) between-subjects design. Study 2 relies on a similar number of respondents from GenX and GenZ who answered questions on scheduling a service with either the dentist or the favorite restaurant of the respondents.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>GenZ shows more positive attitudes toward chatbots than GenX, due to higher perceptions of warmth and competence. While GenZ has similar attitudes toward chatbots with a communication style that is high or low in social orientation, GenX perceives chatbots with a high social orientation as warmer and has more favorable attitudes toward chatbots. Furthermore, the positive effect of chatbot-related attitudes on usage intentions is stronger for GenX than GenZ. These effects do not significantly differ between the considered contexts.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This research formulates future directions to stimulate debate on factors that service retailers should consider when employing chatbots.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2022-10-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50165882","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":"Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts","authors":"Eric J. Michel, Kristina K. Lindsey-Hall, Sven Kepes, Ji (Miracle) Qi, Matthew R. Leon, Laurence G. Weinzimmer, Anthony R. Wheeler","doi":"10.1108/josm-06-2019-0171","DOIUrl":"https://doi.org/10.1108/josm-06-2019-0171","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Employing a service-profit chain (S-PC) framework, this manuscript investigates the relationship between employee engagement (EE) and customer engagement (CE) within service contexts and explores how a mediating mechanism, service employee work performance (SEWP), links EE with CE.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Meta-analytic procedures ascertain the magnitude of the relationship between EE and SEWP (<em>k</em> = 102, <span><mml:math xmlns:mml=\"http://www.w3.org/1998/Math/MathML\"><mml:mrow><mml:mover accent=\"true\"><mml:mi>ρ</mml:mi><mml:mo>^</mml:mo></mml:mover></mml:mrow></mml:math></span> = 0.45) and between SEWP and three dimensions of CE: customer purchases (<em>k</em> = 42, <span><mml:math xmlns:mml=\"http://www.w3.org/1998/Math/MathML\"><mml:mrow><mml:mover accent=\"true\"><mml:mi>ρ</mml:mi><mml:mo>^</mml:mo></mml:mover></mml:mrow></mml:math></span> = 0.47), customer knowledge (<em>k</em> = 4, <span><mml:math xmlns:mml=\"http://www.w3.org/1998/Math/MathML\"><mml:mrow><mml:mover accent=\"true\"><mml:mi>ρ</mml:mi><mml:mo>^</mml:mo></mml:mover></mml:mrow></mml:math></span> = 0.33) and customer influence (<em>k</em> = 7, <span><mml:math xmlns:mml=\"http://www.w3.org/1998/Math/MathML\"><mml:mrow><mml:mover accent=\"true\"><mml:mi>ρ</mml:mi><mml:mo>^</mml:mo></mml:mover></mml:mrow></mml:math></span> = 0.42). The current meta-analysis reports an effect size for the EE-overall SEWP relationship nearly 1.50 times greater than related extant meta-analyses.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Results suggest SEWP, consisting of service employee task performance and contextual performance, serves as an important intervening mechanism between EE and CE by considering nine dimensions of SEWP. Such findings suggest that to maximize SEWP, service employees must go beyond simply being satisfied in their work roles; instead, service employees must feel energized, find fulfillment and meaning and be engrossed in their work to maximize the service they provide to customers.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This research extends previous meta-analytic efforts, bridges the multi-disciplinary gap between EE and CE research, provides an empirical link allowing for informed decision-making for managers and stakeholders, underscores the importance of service employees surpassing required job responsibilities to meet and exceed customer needs and suggests an agenda for future service research integrating EE and CE.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2022-10-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50165883","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 design in healthcare: a segmentation-based approach","authors":"Jon Engström, Olof Norin, Serge de Gosson de Varennes, Aku Valtakoski","doi":"10.1108/josm-06-2021-0239","DOIUrl":"https://doi.org/10.1108/josm-06-2021-0239","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The study aims to explore how segmentation as a methodology can be adapted to the healthcare context to provide a more nuanced understanding of the served population and to facilitate the design of patient-centric services.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The study was based on a collaborative project with a national healthcare organization following the principles of action design research. The study describes the quantitative segmentation performed during the project, followed by a qualitative interview study of how segments correspond with patient behaviors in an actual healthcare setting, and service design workshops facilitated by segments. A number of design principles are outlined based on the learnings of the project.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The segmentation approach increased understanding of patient variability within the service provider organization and was considered an effective foundation for modular service design. Patient characteristics and life circumstances were related to specific patterns of health behaviors, such as avoidance or passivity, or a persistent proactivity. These patterns influenced the patients' preferred value co-creation role and what type of support patients sought from the care provider.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The proposed segmentation approach is immediately generalizable to further healthcare contexts and similar services: improved understanding of patients, vulnerable patients in particular, improves the fit and inclusivity of services.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The segmentation approach to service design was demonstrated to be effective in a large-scale context. The approach allows service providers to design service options that improve the fit with individual patients' needs for support and autonomy. The results illuminate how patient characteristics influence health and value co-creation behaviors.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2022-10-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50165887","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":"The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings: a service research agenda","authors":"Wided Batat, Wafa Hammedi","doi":"10.1108/josm-08-2022-0289","DOIUrl":"https://doi.org/10.1108/josm-08-2022-0289","url":null,"abstract":"PurposeBecause new-age technologies are gaining a broader interest among service scholars and practitioners, it is critical to identify these technologies and examine the roles they play. The examination needs to be conducted to design engaging customer and service experiences in new phygital settings that connect physical and digital environments. This review article aims to provide researchers with a new comprehensive and integrative extended reality technology (ERT) framework. The framework serves as the basis for an all-inclusive view of ERT types in order to explore the different types of technology used to design phygital customer and service experiences.Design/methodology/approachThis article reviews prior works on the role technology plays in terms of customer experiences across various fields of research, including consumer, marketing and service literature. Adopting an experiential and phygital perspective as well as considering a consumer standpoint, this article defines the scope of the ERT framework by identifying categories of new-age technologies and their effects related to the design of phygital customer and service experiences.FindingsThe ERT framework proposed in this article offers directions for future research by adopting an experiential approach to technologies in order to categorize additional technological devices, platforms and tools that can be considered in the design of phygital experiences following several extension processes. These processes can enhance the cognitive, social, sensory and contextual dimensions of the phygital experience and thus create a continuum in terms of customer value from physical to digital settings and vice versa.Research limitations/implicationsCompanies and service providers may benefit from a new, comprehensive, focused framework that assembles different types of technology. The technologies can be utilized to design engaging customer and service experiences that deliver customer value from physical to digital spaces and inversely.Originality/valueNo prior works have proposed a comprehensive ERT framework for service research following an experiential perspective and a consumer view of the experience occurring in a new setting: phygital. By embracing the ERT framework provided in this article, future service scholars can examine the dynamics and types of technologies that can positively or negatively affect the design of consumption and service experiences in phygital settings.","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2022-10-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73213005","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 expectations on working with physical robots in retailing","authors":"Kim Willems, Nanouk Verhulst, Laurens De Gauquier, Malaika Brengman","doi":"10.1108/josm-09-2020-0340","DOIUrl":"https://doi.org/10.1108/josm-09-2020-0340","url":null,"abstract":"PurposeService robots have increasingly been utilized in retail settings, yet empirical research on how frontline employees (FLEs) might deal with this new reality remains scarce. This mixed-methods study aims to examine how FLEs expect physical service robots to impact job characteristics and affect their job engagement and well-being.Design/methodology/approachFirst, explorative interviews (Study 1; N = 32) were conducted to investigate how FLEs currently experience job characteristics and how they believe robots might impact these job characteristics and job outcomes. Next, a survey (Study 2; N = 165) examined the relationship between job characteristics that retail FLEs expect to be impacted by robots and their own well-being and job engagement.FindingsWhile the overall expectations for working with robots are mixed, retail FLEs expect that working with robots can alleviate certain job demands, but robots cannot help to replenish their job resources. On the contrary, most retail FLEs expect the pains and gains associated with robots in the workspace to cancel each other out, leaving their job engagement and well-being unaffected. However, of the FLEs that do anticipate that robots might have some impact on their well-being and job engagement, the majority expect negative effects.Originality/valueThis study is unique in addressing the trade-off between expected benefits and costs inherent to job demands-resources (JD-R) theory while incorporating a transformative service research (TSR) lens. By integrating different streams of research to study retail FLEs' expectations about working with robots and focusing on robots' impact on job engagement and well-being, this study offers new insights for theory and practice.","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2022-09-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80096672","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":"Designing augmented reality services for enhanced customer experiences in retail","authors":"Nageswaran Vaidyanathan, Stefan Henningsson","doi":"10.1108/josm-01-2022-0004","DOIUrl":"https://doi.org/10.1108/josm-01-2022-0004","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>To deliver superior customer experiences, retailers are increasingly turning to augmented reality (AR) technologies for new digital services that can enhance their customer interactions. The potential of AR has been validated in lab experiments, but when implemented in real-world contexts, its commercial impact has been limited. Therefore, this paper investigates how to design AR-based services (AR services) that enhance customer experiences in retail.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The paper uses a conceptual research approach to integrate research on AR in the context of retail, combining customer, retailer, and technical perspectives with the design thinking method to demonstrate how the challenge of AR service design can be addressed through design thinking.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The paper develops propositions that explain how a design thinking method is useful in the design of effective AR services. The paper also articulates principles for how to implement the design thinking method in the specific context of AR for enhanced customer experiences.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The study documents critical practices for retailers seeking to be competitive with superior customer experiences under the increasing digitalization of retailer-customer interactions.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The study contributes to the service design literature by answering the call to develop moderately abstracted explanations of how different digital technologies can be used to provision new services in different application domains, with the focus here being the design of AR services in the context of retail.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":null,"pages":null},"PeriodicalIF":10.6,"publicationDate":"2022-09-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50166075","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}