Journal of Service Management最新文献

{"title":"Digital service innovation (DSI): a multidisciplinary (re)view of its origins and progress using bibliometric and text mining methods","authors":"Rodrigo Rabetino, Marko Kohtamäki, Tuomas Huikkola","doi":"10.1108/josm-12-2022-0375","DOIUrl":"https://doi.org/10.1108/josm-12-2022-0375","url":null,"abstract":"Purpose This paper studies the Digital Service Innovation (DSI) concept by systematically reviewing earlier studies from various scholarly communities. This study aims to recognize how recent advances in DSI literature from different research streams complement and can be incorporated into the growing digital servitization literature to define better and understand DSI. Design/methodology/approach After systematically identifying 123 relevant articles, this study employed complementary methods, such as author bibliographic coupling, linguistic text mining/textual analysis and qualitative content analyses. Findings This paper first maps the intellectual structure and boundaries of the DSI-related communities and qualitatively assesses their characteristics. These communities are (1) Innovation for digital servitization, (2) Service innovation in the digital age and (3) Adoption of novel e-services enabled by information system development. Next, the composition of the DSI concept is examined and depicted to comprehend the notion's critical dimensions. The findings discuss the range of theories and methods in the existing research, including antecedents, processes and outcomes of DSI. Originality/value This study reviews, extends the understanding of origins and critically evaluates DSI-related research. Moreover, the paper redefines and clarifies the structure and boundaries of the DSI-concept. In doing so, it elaborates on the substance of DSI and identifies the essential themes for its understanding and conceptualization. Thus, the study helps the future development of the concept and allows knowledge accumulation by bridging adjacent research communities. It helps researchers and managers navigate the foggy emerging research landscape.","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"13 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135011284","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":"Characterizing digital service innovation: phases, actors, functions and interactions in the context of a digital service platform","authors":"Lorea Narvaiza, José Antonio Campos, María Luz Martín-Peña, Eloísa Díaz-Garrido","doi":"10.1108/josm-12-2022-0401","DOIUrl":"https://doi.org/10.1108/josm-12-2022-0401","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Digital service innovation (DSI) is a type of technological innovation that is recognized in practice in the innovation structure of companies. Given the breadth of digital technologies that enable digital services and the variety of these services, analysis is needed to discern the nature of these services, as well as the process that culminates in co-innovation. The literature on DSI is fragmented and spread across multiple research areas. This fragmentation impedes conceptualization of the elements that constitute DSI. This paper describes the nature of DSI through the process and elements of initiation, adoption and routinization of DSI in the context of digital service platforms (DSPs).</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This paper presents a single exploratory case study of a provider of a leading digital solution in customer relations. The data analysis is based on abductive reasoning.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The paper conceptualizes the nature of DSI and describes the process and elements of DSI (phases, actors, functions and interactions). It contributes to building a common language for DSI research in service management. The analysis shows that DSI in DSPs is synonymous with co-innovation. This paper offers insight into how co-innovation occurs, using hybrid agile methodologies with the coordination of multiple actors and multilateral interactions.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The originality and value of the study reside in its conceptualization and analysis of what is meant by DSI. The components of the service and the technological requirements for not only provision but also ideation and development appear to be inseparable. The study unveils the mechanisms that turn a digital service solution into a co-innovative proposal. This knowledge can facilitate scalability in digital services.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"29 11","pages":""},"PeriodicalIF":10.6,"publicationDate":"2023-09-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50164971","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":"Research on service frontline employees: a science – practice perspective","authors":"David Solnet, Maria Golubovskaya","doi":"10.1108/josm-07-2023-0321","DOIUrl":"https://doi.org/10.1108/josm-07-2023-0321","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This article aims to build on the insights from the systematic reviews included in this special issue (SI) on frontline service employees (FLE) by adding practitioner perspectives. Its purpose is to gauge knowledge, awareness and practices from industry and government regarding topics related to frontline workers and to offer critical and, in places, provocative insights on the relevance of scholarly focus in serving the needs of industry.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Insights were developed through consultation with managers who are responsible for leading frontline employees, who offered insights on the important issues affecting their workforce as well as direct comments on each of the key topics covered in this SI articles. Additional insights were gathered through a review of policy document reviews with relevant government agencies and trade publications, a review of a body of conference topics and speakers and personal reflections developed over decades of consulting work.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This paper presents insights from industry about looming challenges facing managers of frontline service employees, including a forecasted worsening of labor force availability to perform many frontline jobs; growing competition for workers from other sectors; a relatively shallow understanding by industry of academic research topics on workforce in service; the emerging increased cooperation between industry and governments to address these challenges and a clear deficit in necessary frontline skills.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This paper provides rare and direct insights from industry practitioners about current and critical topics investigated by academic researchers and offers opportunities for further collaboration and collective thought on addressing global challenges faced by frontline service employees.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"29 10","pages":""},"PeriodicalIF":10.6,"publicationDate":"2023-09-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50164972","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 meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes","authors":"Yu Wu, Markus Groth, Kaixin Zhang, Amirali Minbashian","doi":"10.1108/josm-08-2022-0262","DOIUrl":"https://doi.org/10.1108/josm-08-2022-0262","url":null,"abstract":"&lt;h3&gt;Purpose&lt;/h3&gt;\u0000&lt;p&gt;Although service researchers have long suggested that customer mistreatment adversely impacts service employees' outcomes, statistical integration of current empirical findings has been lacking. This meta-analysis aims to review and statistically synthesize the state of research on the relationship between customer mistreatment and service employees' affective, attitudinal and behavioral outcomes.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Design/methodology/approach&lt;/h3&gt;\u0000&lt;p&gt;The authors included 221 effect sizes of 135 independent samples from 119 primary studies (N = 47,964). The authors used a meta-analytic approach to quantitatively review the relationship between customer mistreatment and service employees' affective, attitudinal and behavioral outcomes. Meta-analysis structural equation modeling was used to explore the mediation mechanism of service employees' affective outcomes on the relationships between customer mistreatment and employees' attitudinal and behavioral outcomes. Meta-regression was applied to explore the impact of contextual-level moderators (i.e. service provider type and service delivery mode) on these relationships. Furthermore, we compared the effects of customer mistreatment with the effects of other organizational-related factors on some commonly measured employee outcomes.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Findings&lt;/h3&gt;\u0000&lt;p&gt;The results show that customer mistreatment has a significant negative impact on service employees' affective outcomes (i.e. negative emotions), attitudinal outcomes (i.e. job satisfaction, organizational commitment, work engagement and turnover intention) and behavioral outcomes (i.e. job performance, surface acting and emotional labor). Additionally, service employees' negative emotions mediate the association between customer mistreatment and employees' job satisfaction, turnover intention, surface acting and emotional labor. Furthermore, the relationships between customer mistreatment and service employees' negative emotions and job performance are influenced by a contextual-level moderator (i.e. service delivery mode).&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Originality/value&lt;/h3&gt;\u0000&lt;p&gt;The authors contribute to the literature by providing robust meta-analytic estimates of the effects of customer mistreatment on a variety of service employees' affective, attitudinal and behavioral outcomes, as well as the different magnitudes of the effect sizes between customer mistreatment and other job-related and personality-related factors by quantifying the true variability of the effect sizes. The authors draw on current theories underpinning customer mistreatment to test a theoretical model of the mediation mechanism of service employees' affective outcomes (i.e. service employees' negative emotions) on the relationships between customer mistreatment and employees' attitudinal and behavioral outcomes. The authors explore the effects of two contextual-level factors (i.e. service provider types and servic","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"29 8","pages":""},"PeriodicalIF":10.6,"publicationDate":"2023-09-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50164973","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":"Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research","authors":"Heath McDonald, Steven Dunn, Dominik Schreyer, Byron Sharp","doi":"10.1108/josm-03-2022-0116","DOIUrl":"https://doi.org/10.1108/josm-03-2022-0116","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The purpose is to review literature on sports season ticket subscriptions to distil current knowledge and guide future research and practice.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A systematic literature review is conducted of research on sports season tickets, a long-established and innovative subscription category.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>In-depth examination of 28 papers showed a focus on drivers of satisfaction, churn and renewal causes, and product utilisation rates. Subscription markets typically involve many “solely loyal” consumers, most purchasing one or two subscriptions in a category. From reduced barriers to entry and exit to “curated” subscriptions, subscription marketing is changing very quickly. Sports marketers build relationships with subscribers using behavioural data, tier benefits to distinguish between casual and subscribing customers, and create recall and scarcity around key aspects of subscription to combat churn and increase utilisation.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>Scarce research on subscription marketing practices remains the primary limitation. Existing research suggests that strong connections between subscriber and organisation, heavy product utilisation and/or strong barriers to switching drive customer satisfaction and retention.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>Rapid expansion of subscription products should reduce “excess loyalty”, meaning that subscription models' main benefit will be limited to reoccurring revenue. Exceptions occur when consumers are heavily connected to the product or have little provider choice, so allocate their category buying exclusively. New subscription products face myriad challenges. Guidance on effective subscription marketing from sports marketing research and practice is outlined.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>By combining research on market structure, marketing empirical generalisations and subscription marketing, this paper guides future research and practice.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"29 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2023-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50164974","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":"Some agents are more similar than others: customer orientation of frontline robots and employees","authors":"David Leiño Calleja, J. Schepers, E. Nijssen","doi":"10.1108/josm-06-2022-0192","DOIUrl":"https://doi.org/10.1108/josm-06-2022-0192","url":null,"abstract":"PurposeThe impact of frontline robots (FLRs) on customer orientation perceptions remains unclear. This is remarkable because customers may associate FLRs with standardization and cost-cutting, such that they may not fit firms that aim to be customer oriented.Design/methodology/approachIn four experiments, data are collected from customers interacting with frontline employees (FLEs) and FLRs in different settings.FindingsFLEs are perceived as more customer-oriented than FLRs due to higher competence and warmth evaluations. A relational interaction style attenuates the difference in perceived competence between FLRs and FLEs. These agents are also perceived as more similar in competence and warmth when FLRs participate in the customer journey's information and negotiation stages. Switching from FLE to FLR in the journey harms FLR evaluations.Practical implicationsThe authors recommend firms to place FLRs only in the negotiation stage or in both the information and negotiation stages of the customer journey. Still then customers should not transition from employees to robots (vice versa does no harm). Firms should ensure that FLRs utilize a relational style when interacting with customers for optimal effects.Originality/valueThe authors bridge the FLR and sales/marketing literature by drawing on social cognition theory. The authors also identify the product categories for which customers are willing to negotiate with an FLR. Broadly speaking, this study’s findings underline that customers perceive robots as having agency (i.e. the mental capacity for acting with intentionality) and, just as humans, can be customer-oriented.","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"40 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2023-06-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74395789","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":"Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability","authors":"Aimee Riedel, Amanda Beatson, Asha Worsteling, Rory Francis Mulcahy, Byron W. Keating","doi":"10.1108/josm-08-2022-0250","DOIUrl":"https://doi.org/10.1108/josm-08-2022-0250","url":null,"abstract":"<h3>Purpose</h3>\u0000<p> The current research aims to introduce the concept of frontline employee (FLE) vulnerability and examine its antecedents and consequences using a framework grounded in Job Demands-Resource theory (JD-R).</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p> A systematic review and meta-analysis guided by PRISMA is utilized to review previous FLE literature (204 studies) and develop a conceptualization of FLE vulnerability. The meta-analysis then examines the antecedents and consequences of FLE vulnerability and provides generalizable findings including the identification of critical areas for future research.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p> The meta-analysis provided support for the proposed conceptualization of FLE vulnerability. Specifically, job demands and individual characteristics were observed to increase FLE vulnerability, conceptualized as an individual's susceptibility to experience state-based harm. Job resources were seen to minimize FLE susceptibility to vulnerability. FLE vulnerability was also observed to significantly strengthen negative outcomes and decrease positive outcomes.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p> This research addresses calls for greater investigation into how negative events may impact FLE vulnerability. This is achieved by defining FLE vulnerability as a concept which represents one's susceptibility to experience state-based harm as a result of job and/or individual characteristics. The research also provides greater understanding of the health impairment process within JD-R through the introduction and expanded definition of harm that moves beyond physical considerations to also include emotional and psychological harms. Finally, the research adds to the small body of meta-analytic research in the field of service management.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"30 9","pages":""},"PeriodicalIF":10.6,"publicationDate":"2023-06-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50165095","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":"I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations","authors":"Rory Francis Mulcahy, Aimee Riedel, Byron W. Keating, Amanda Beatson, Marilyn Campbell","doi":"10.1108/josm-12-2022-0382","DOIUrl":"https://doi.org/10.1108/josm-12-2022-0382","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Online trolling is a detrimental behavior for consumers and service businesses. Although online trolling research is steadily increasing, service research has yet to thoroughly explore how this behavior impacts businesses. Further, the role of bystanders, consumers who witness a victim (business) being trolled, remains largely unexplored. The purpose of this paper is thus to introduce online trolling to the service literature and begin to identify when (types of online troll content) and why (empathy and psychological reactance) bystanders are likely to intervene and support a service business being trolled by posting positive eWOM.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This research uses a two-study (Study 1 <em>n</em> = 313; Study 2 <em>n</em> = 472) experimental design with scenarios of a service business experiencing online trolling (moral versus sadistic). Participants' responses as bystanders were collected via an online survey.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Results reveal bystanders are more likely to post positive eWOM to support a service organization experiencing sadistic trolling. Psychological reactance is shown to mediate the relationship between trolling type and positive eWOM. Further, spotlight analysis demonstrates that bystanders with higher levels of empathy are more likely to post positive eWOM, whereas bystanders with low levels of empathy are likely to have a significantly higher level of psychological reactance.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This research is among the first in the service literature to specifically explore the consumer misbehavior of online trolling. Further, it provides new perspectives to online trolling by probing the role of bystanders and when and why they are likely to support service organizations being trolled.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"30 5","pages":""},"PeriodicalIF":10.6,"publicationDate":"2023-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50165097","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":"Learning from the pioneering founders of the service research field","authors":"D. Bowen, R. Fisk, J. Bateson, L. Berry, M. J. Bitner, Stephen W. Brown, R. B. Chase, B. Edvardsson, C. Grönroos, A. Parasuraman, Benjamin Schneider, V. Zeithaml","doi":"10.1108/josm-03-2023-0121","DOIUrl":"https://doi.org/10.1108/josm-03-2023-0121","url":null,"abstract":"PurposeA small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders.Design/methodology/approachBowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson, Grönroos, Gummesson, Parasuraman, Schneider and Zeithaml) and were invited to join Bowen and Fisk – founders that also met the criteria as coauthors. Ten founders then answered a set of questions regarding their careers as service scholars and the state of the field.FindingsInsightful reflections were provided by each of the ten pioneering founders. In addition, based on their synthesis of the reflections, Bowen and Fisk developed nine wisdom themes for service researchers to consider and to possibly act upon.Originality/valueThe service research field is in its fifth decade. This article offers a unique way to learn directly from the pioneering founders about the still-relevant history of the field, the founders' lives and contributions as service scholars and the founders' hopes and concerns for the service research field.","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"50 1","pages":""},"PeriodicalIF":10.6,"publicationDate":"2023-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85140482","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 Robotic-Human Service Trilemma: the challenges for well-being within the human service triad","authors":"Chelsea Phillips, Rebekah Russell–Bennett, Gaby Odekerken-Schröder, Dominik Mahr, Kate Letheren","doi":"10.1108/josm-03-2022-0091","DOIUrl":"https://doi.org/10.1108/josm-03-2022-0091","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The human service triad (i.e. the relationship between the customer, frontline employee (FLE) and managerial employee) experiences a range of well-being challenges when faced with the introduction of service robots. Despite growth in service robot scholarship, understanding of the well-being challenges affecting the human service triad remains fragmented. Hence, the purpose of this paper is to synthesise the literature and offer a research agenda aligned with the proposed Robotic-Human Service Trilemma. By taking a job performance approach (which considers the actions, behaviours and outcomes linked to organisational goals), the Robotic-Human Service Trilemma conceptualises three well-being challenges (intrusion, sideline and interchange). These challenges are realised via the realistic capabilities and constraints of service robot implementation.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This research relies on a systematic review of all disciplines concerning service robots. In total, 82 articles were analysed using thematic coding and led to the development of the Robotic-Human Service Trilemma and research agenda.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The analyses reveal the Robotic-Human Service Trilemma consists of three challenges: intrusion, sideline and indifference. The findings demonstrate that FLEs are required to counterbalance the constraints of service robots, leading to an uneven well-being burden within the human service triad. This paper suggests a research agenda for investigation of the challenges that underpin the Robotic-Human Service Trilemma.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>Through the conceptualisation of the Robotic-Human Service Trilemma, this study is the first to explore how states of well-being equilibrium exist within the human service triad and how these states are challenged by service robots. The authors present a balanced centricity perspective to well-being that contrasts previous trade-off approaches and that enhances the body of service robot literature with a well-being lens.</p><!--/ Abstract__block -->","PeriodicalId":48089,"journal":{"name":"Journal of Service Management","volume":"109 10","pages":""},"PeriodicalIF":10.6,"publicationDate":"2023-05-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50165275","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}