Journal of Service Management

??Paper highlight ?? Human beings will increasingly interact with AI. But how does this interaction work? This insightful paper from Valtteri Kaartemo and Anu Helkkula answers this question through a postphenomenological framework. "Understanding the combinatorial potential of different human–AI resource relations enables service providers to make informed choices in service ecosystems". Dive into the full paper here: https://lnkd.in/ezHVXdaH #JOSM #JournalOfServiceManagement #Research #Impact #HumanAI

Check it out ! ??

Thanks Jay Kandampully for the inspiring talk to the next generation of service scholar! Cambridge Service Alliance PhD forum in collaboration with Journal of Service Management

Entrenova Conference 2024 took place between September 5th to 7th in a lovely Mediterranean ambiance of the city of Dubrovnik (Croatia). ?????????? I had the pleasure to take part in this year's edition by promoting our work on #DigitalServiceInnovation from a #servitization perspective, a research published in the Journal of Service Management, as well as to moderate a session within the conference program. ?? The dynamic and interesting talks between conference participants were enriched with the guest talks on "Where are we Heading with Generative Artificial Intelligence? Insights into Technology, Challenges, and Reshaping of the Labor Market" by Sanda Martincic, as well as by "Artificial Intelligence in the Classroom: Enhancing Business Economics Education for the Digital Era" by Dalia Su?a Vugec. This clearly shows the necessity of examining the implications of #artificialintelligence in the educational sector, a tendency taking roots in the overall societal buzz created by this #technology in the last couple of years.??????????? The participation would not be possible without the support of EM Normandie Business School and the Laboratoire Metis EM Normandie, where this year's EMN delegation was extended with a participation of a colleague from our Paris-Clichy campus, Valentina Febo. ?????????? URL: https://lnkd.in/ebECfRjx DOI: https://lnkd.in/e9gBGVFD cc: University of Zagreb / Sveu?ili?te u Zagrebu Faculty of Economics & Business Zagreb Campus France EM Normandie Business School #university #collaboration #research #article #education #conference #international #croatia #france #entrenova2024

It was an honor to be invited as an international speaker and mentor at the?12th International Research Symposium in Service Management (IRSSM), held at the beautiful?Welcomgroup GraduateSchool of Hotel Administration Manipal (WGSHA Manipal) within the esteemed?Manipal Academy of Higher Education (MAHE). The event was jointly organized by WGSHA and?T A Pai Management Institute, Manipal (TAPMI). The warmth and genuine hospitality extended by our hosts made every moment memorable. Activities included: ?? Panel discussions and roundtables exploring the research practices for theoretical and societal impact and the forefront of service management. ?? Engaging in networking sessions and providing feedback at research presentations. ?? Visiting the impressive TAPMI and WGSHA campuses and a brief tour of Manipal Institute of Technology. I was particularly impressed by the schools’ ambitions and innovative thinking, as well as the faculty and students who participated in the symposium. I was also impressed by all the notable alumni from MAHE, including Microsoft CEO Satya Nadella. ?? My heartfelt thanks go to Chef K Thirugnanasambantham, Principal at WGSHA, TAPMI Director Rajeev Kumra, Vidya Patwardhan, and your exceptional team for orchestrating such a remarkable event — and to every participant for contributing to an atmosphere of warmth and collaboration! ?? A special thank you to the amazing and generous IRSSM India team, including Yupal Shukla, Ravi Chatterjee, Dr. Vibha Arora, and Rohan Bhalla, PhD. ??It was also a pleasure to work with my international colleagues, Jay Kandampully, Allard Van Riel, Linda Alkire (née Nasr), Srikanth Beldona, David Solnet, and Werner Kunz. CBMI – Centre for Business Model Innovation , Link?ping University, #servicemanagement, Journal of Service Management

Dr. Linda Alkire and colleagues recently introduced the Responsible AI for Service Excellence (RAISE) strategic framework for responsibly integrating AI into service industries, published in the Journal of Service Management. ?

How can a successful implementation of the Customer Experience Strategy (CXS) be achieved? Juliane K?ninger and I answer this exciting question in an article that was recently (pre-)published in the Journal of Service Management (https://lnkd.in/eUZrnjV9). What is it actually about? Customer Experience Management (#CXM) has already grown out of its infancy and must now position itself for long-term strategic success. However, the best customer experience strategy (#CXS) is worth little if it is not implemented effectively. In our study, we therefore investigated the determinants of successful CXS implementation and its results. To do this, we conducted a quantitative study involving 264 customer experience (#CX) managers from several countries. The results show the significant positive effects of the four determinants of: ?? top management support, ?? CX-related organizational involvement, ?? CX measurement ability, and ?? internal use of CX data on CXS implementation success. Additionally, cross-functional working acts as a moderator. Moreover, the findings show the positive effects of successful CXS implementation on organizational customer orientation and customer relationship performance. Finally, our findings lead to essential theoretical and managerial implications. We hope that the article has aroused your interest. Besides, we would be delighted to receive your brief feedback and/or comment on the topic and/or of our article.

?? New special issue out ?? The Journal of Service Management has published a new special issue: "Multi-stakeholder Engagement and Responsible Business". The full special issue is here: https://lnkd.in/enm6peiJ A huge thanks to Sertan Kabadayi, Yuliya Komarova Ph.D. and Jay Kandampully for their hard work in guest editing this special issue. Also – thank you to all the reviewers and authors involved in putting together this issue. #JOSM #SpecialIssue #CustomerEngagement #ResponsibleBusiness #JournalOfServiceManagement #ServiceResearch

?? Highlights from Our Recent "Meet the Editors" Session at Frontiers in Service! ?? We had an incredible "Meet the Editors" session at the Frontiers in Service Annual Conference, organized by Florida State University !? Our Editorial Director, Linda Alkire (née Nasr), shared valuable insights into the paper publication process and the quality standards we expect. This session also provided a unique glimpse into our journal and the vision of our editorial board. Thank you to everyone who attended and contributed to the enriching discussions. Stay tuned for more opportunities to connect and learn! #MeetTheEditors #FrontiersinService #ResearchInsights #JOSM