Charting the course: embedding corporate digital responsibility into service organizations’ decision-making
—Adriana Tiron-Tudor; Delia Deliu []

From smart service systems to smart service relationships (SSRs): conceptualization, dynamics, and practices
—Sara Belghiti; Wafa Hammedi; Thomas Leclercq; Bieke Henkens []

Gameful affordance management for engagement and retention (GAMER) framework: organizational practices to manage consumer affordances in gamified services
—Keshav Gupta; Daniel Funk ; Thilo Kunkel []

Critical engagement as social-justice-informed public service management: transcending the resistance framework
—Shachar Timor-Shlevin []

Impact of task type and explanation of failure reasons on users’ willingness to forgive in generative artificial intelligence: cognitive neural mechanisms
—Rui Sun; Shukun Qin ; Dong Lv; Qiuhua Zhu; Jiajia Zuo … []

Understanding AI service failures: insights from attribution theory
—Wenqi Zhang; Laurie Wu; Stephanie Q. Liu []

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Immersive Experience: Aligning Service Design and Psychological Engagement
—Bernd Schmitt and Shuyi Hao []

The Impacts of Supervisor Support on Employee Service Performance: A Change Perspective
—Xin Liu, Jih-Yu Mao, Dan Ni, Jing Quan and Xiaoming Zheng []

From Managers to Employees to Customers: The Hidden Toll of Technology-Induced Workload
—Bulent Menguc, Seigyoung Auh, Aypar Uslu and Volkan Yeniaras []

Persistence of Contested Value Cocreation Practices
—Kim Feddema, Kaisa Koskela-Huotari and Paul Harrigan []

The Easier, The Better? How Payment Services Influence the Usage of Offerings
—Aoqi Li, Minxue Huang and Xingyu Chen []

The Impact of Cost Structure Appeals on Fairness Perceptions and Payments
—Brigitte Stangl, Margit Kastner and Martin Natter []

Reexamining Consumers’ Foreign Bias Toward Service Providers: How International Conflicts Shape Consumer Healthcare Decision-Making
—Hyeyoon Jung, Peter Magnusson, Colleen M. Harmeling and Valerie A. Taylor []

How Do Institutional Forces Promote Social Actions in Life-Threatening Events?
—Shaohan Cai, Xiaoyan Wang, Xinyue Zhou and Zhilin Yang []

Lending Legitimacy to Corporate Digital Responsibility: Trust in Firm Versus Government Regulation of Artificial Intelligence Services
—Vignesh Yoganathan, Victoria-Sophie Osburg and Narayan Janakiraman []

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The service side of humility: exploring the dual effects of leader humility on employee cooperation in hospitality settings
—Somayeh Bahmannia, Darren KB. Darren, Kevin B. Lowe []

To serve or to leave: the role of commitment and motivation in volunteers’ turnover intentions
—Tom De Clerck, Annick Willem, Leen Haerens []

Will I try or will I resist artificial intelligence-based frontline service technologies? A review and research agenda
—Ihtesham Ud Din, Allard C. R. Van Riel []

The moderating role of service and international diversifications on the relationship between ESG practice and firm performance in service businesses
—Parichat Sinlapates, Supawat Meeprom, Akkhaporn Kokkhangplu []

Exploring passenger preferences for technology- and non-technology-based services in the airport journey
—Jinsoo Hwang, Sooyoung Choi, Xinwei Su, Keunjae Lee, Insin Kim []

From data to sustainable innovation: roadmapping for smart Product-Service Systems (PSS)
—Youngjung Geum, Jinsu Lee, Woojin Choi, Myoungkyun Woo []

Influence of platform characteristics on health information processing and utilization: a comparison of social and generative AI platforms
—EuiBeom Jeong, DonHee Lee []

Service enhancement or cost reduction? Motive attribution explains how empathy affects continued usage after robot service failures
—Chunhao Ma, Dewen Liu, Xutao Cai, Dong Yang []

My dog’s vacation: service dimensions in dog hotels and their impact on customer satisfaction
—Jesús Martínez-Navarro, Ricardo Sellers-Rubio, Asta KyguolienÄ— []

Understanding attraction-related electronic word-of-mouth from the spoiler perspective
—Wee-Kheng Tan []

How much is enough? An investigation of monetary compensation for service failures
—Zsófia Kenesei, Krisztina Kolos []

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Platform algorithmic control and work outcomes of food delivery employees
—Hairong Zhao, Bocong Yuan, Yishu Gong & Yujiu Liao []

Customer-oriented strategy and AI social responsibility performance: a resource-based view
—Pengyi Shen & Yiming Chen []

Digital leadership: a systematic literature review and research direction
—Phuong Minh Binh Nguyen, Xuan Vinh Vo, Giang Nu To Truong & Giang Le Ngoc Truong []

Employee-robot collaboration in services: psychological ownership, customer attributions and engagement
—Daniel Ruiz-Equihua, Jaime Romero & Luis V. Casaló []

Linking artificial intelligence (AI) with employees’ work behaviors
—Qingjin Lin & Lyuqi He []

Navigating ethical, human-centric leadership in AI-driven organizations: a thematic literature review
—Najla Abdullah Ahmed Albannai & Muhammad Mustafa Raziq []

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Happy or Sad: Investigating the Impact of Service Employees’ Felt Emotions on Service Outcomes
—Anita Whiting, Talai Osmonbekov & George Nakos []

Augmented Appetite: Exploring Impact of Augmented Reality on Consumer Experience and Impulse Buying Through Positive Emotions
—Aanchal Aggarwal, Parul Manchanda, Nupur Arora & Khushboo Raina []

Customer Acceptance of Service Robots: Marketing Outcomes and Service Complexity
—Felipe Facco Mendes Ferreira, Priscila Pasti Barbosa, Larissa C. Cesário, Fabiane Letícia Lizarelli & Glauco H. S. Mendes []

Automated Agents in Tourism: Service Recovery Satisfaction, Trust, and the Need for Human Interaction
—Mohamad Najmudin, Yanti Mayasari Ginting, Muhammad Azizurrohman, Andi Irwan & Sitti Mujahida Baharuddin []

The Impact of Collaborative Shaping of Music Brand Narrative Strategies and Virtual Characters on Consumer Brand Loyalty
—ZhaoLei Sun & Ye Ni []

Book Review

A Research Agenda for Service Marketing, Furrer, O., Landry, M., Baillod, C., and Kerguignas, J. Y. (eds), Edward Elgar Publishing, 2024, PP. 402
—Saloomeh Tabari

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Posted by: Paul Fombelle

SERVSIG DOCTORAL CONSORTIUM 2026

The Service Special Interest Group (SERVSIG) of the ÂÜÀòÉç¹ÙÍø (ÂÜÀòÉç¹ÙÍø) is pleased to announce the 32nd SERVSIG Doctoral Consortium, to be held on June 29^th, immediately preceding the Frontiers in Service Conference at the Hanken School of Economics in Helsinki, Finland.

The consortium is designed to help doctoral students and early-career faculty thrive in their careers. It has two components, in the morning to early afternoon, we have panel sessions followed by a small group individual mentor session in which you will get advice on the state of your research.

Panel sessions: In an intimate and collegial setting, participants engage directly with leading service scholars from around the world. This year’s theme focuses on pathways to launching strong early-career trajectories. The program will include tips from experienced scholars on selecting interesting research ideas, from early-career researchers on getting through the PhD and landing a job, on experience-sharing on how to (not) use AI to increase research productivity, and on finding a mentor and being a good mentee. And we promise to have fun doing it!

Mentoring sessions: A hallmark of the consortium is our afternoon mentoring session from some of the kindest and yet most successful service researchers in the field. This is a unique opportunity to meet in small groups with outstanding scholars in the field—dedicated time to discuss your research and receive substantive, personalized feedback. Whether you just want to pitch your research idea or are working on the first conference or full paper, all submissions are welcome. You will be assigned to a group of approximately 3 students with similar topics, along with one or two mentors with expertise in this area. Each group should have at least 30 minutes to discuss each submission. Your submission will be read by all group members, and you commit to reading the other group members’ papers.

We invite PhD students at all levels and early-career-stage faculty to register and participate in the Doctoral Consortium!  So mark the dates in your calendar and stay tuned for more details on the program!

Participation requirement

To participate in the Doctoral Consortium, you must register and attend for the Frontiers in Services Conference.

Application

Please submit a short research summary (2–3 pages, with up to 2 additional pages for appendices) by May 1, 2026. Please upload your proposal using the Qualtrics link below. If applicable, you may submit a working paper/conference paper as an appendix. Please make this all a single PDF for upload. Please follow formatting guidelines. Answer all questions to the best of your ability. Every PhD student is at a different point in their journey.

Upload Application here:

In your submission, please include the following information (to the extent applicable):

1. Your name & affiliation
2. Your supervisors
3. Year in program, estimated graduation, stage in dissertation
4. Your primary research question(s)
5. Why is it important to study
6. Applicable theory
7. Details on data analyzed or that you plan to collect, methodological approach, and a rough timeline for your planned studies
8. Next steps

Scholarships

We have travel eight $500 awards available for deserving candidates. All applicants who have submitted their research summary via the Qualtrics link will automatically be considered for the two highly competitive awards: The Liam Glynn Travel Scholarship, sponsored by SERVSIG and the Arizona State University’s Center for Services Leadership, and the Michael Brady Young Service Scholar Award, sponsored by Chair Omer DeSerres of HEC Montréal.

*please note you must attend the conference to receive the award.

The Liam Glynn Travel Scholarship

SERVSIG and the ASU Center for Services Leadership gives emerging services scholars the opportunity to attend the Services Doctoral Consortium and the Frontiers in Services Conference. The ASU Center for Services Leadership is a research center within the W. P. Carey School of Business at Arizona State University. Founded in 1985 to pioneer the study of services, the Center for Services Leadership has established itself as a globally recognized authority on how to compete strategically through the profitable use of services. The Center for Services Leadership is the sponsor of this year’s Services Doctoral Consortium and the Liam Glynn Research Scholarship Award.

Liam Glynn was a Lecturer at the University College Dublin in the Smurfit Graduate School of Business. The first Director of the UCD Centre for Quality and Services Management, Liam published services marketing articles in France, Ireland, Italy, the United Kingdom, and the United States. Co-editor of Understanding Services Management in 1995, he was the Membership Coordinator for SERVSIG and co-chaired the first SERVSIG Conference on services research in 1999. He was 40 when his long battle with cancer ended. SERVSIG created an annual travel scholarship in Liam’s name to honor his memory.

Michael Brady Young Service Scholar Award.

Sponsored by Chair Omer DeSerres of HEC Montréal, this award honors Professor Michael Brady’s extraordinary dedication to the service discipline and to the scholars who carry it forward. Throughout his career, Brady has shown an unwavering commitment to nurturing the next generation—investing deeply in his own students and mentoring emerging researchers across the globe. This award reflects that spirit, recognizing outstanding early-career contributions to service scholarship.

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Consumer vulnerability within digital platforms as service ecosystems
—Kyungwon Lee; Yakov Bart; Caroline Cauffman []

An exploration of financial services digital encounters in developing countries
—Isaac Ofori-Okyere; Farag Edghiem []

Viewpoint: rethinking segmentation for practitioners – a practice-based framework for services marketing
—Steven Chen; Kevin Sakamoto; Yeji Lim []

Exploring how autonomous sensory meridian response ( ASMR ) enhances phygital fashion retail experiences
—Lynda Lin; Bethan Alexander; Rosemary Varley []

Reading between the lines: AI and customer acquisition in professional services
—Kashef Majid; Michel Laroche []

Word of mouth replication and evaluation in today’s modern service marketing environment
—Peter Voyer; Hajar Fatemi []

Editorial: Reimagine service research and practice: spotlight on Kennesaw State University research
—Pramod Iyer; Saurabh Gupta []

Polarization: linking loneliness and social media dependency
—Ania Izabela Rynarzewska; Casey Michelle Waldsmith; Atanas Nik Nikolov []

Beyond privacy: longitudinal ZMET analysis of thoughts and feelings
—Mona Sinha; Rachel Ramey; Prachi Gala ; Aaliyah Wanya Wilkerson []

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Offline-Online Retail Collaboration via Pickup Partnership
—Zahra Jalali, Maxime C. Cohen, Necati Ertekin, and Mehmet Gümüş []

Robust Pricing in Marketing Channels
—Olivier Rubel []

Environmental Responsibility: Impact of Waste-Sorting Regulation on Secondary Market
—Qiang Li, Ruomeng Cui, and Huan Xu []

From Range Anxiety to Charge Anxiety: Operations Scholars’ Reflections on the State of Electric Vehicles’ Public Charging Infrastructure
—Anton Ovchinnikov and Daniel Forestell []

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The whole is better than the sum of the parts: a service ecosystems approach to service interaction vulnerability

Beyond the individual: rethinking vulnerability across ecosystems
—Aimee Riedel; Amanda Beatson; Stacey Menzel Baker []

Advocating for consumers experiencing vulnerability: a typology and research agenda
—Byron W. Keating; Thilini Alahakoon; Gary Mortimer; Frank Mathmann []

How consumers self-manage service interaction vulnerability to autonomously improve satisfaction modes
—Courtney Geritz; Maria M. Raciti []

Service employees’ perceptions of organizational vulnerability from macro-level risks and how innovativeness mitigates their impact
—Rory Mulcahy; Jacqueline Burgess; Joy Parkinson; Lisa Schuster; Anthony Grace []

Co-creating inclusive public services with customers experiencing vulnerability
—Nicholas Grech; Dominique A. Greer; Rebekah Russell-Bennett []

Navigating mutual vulnerability in complex services: co-designing narrative image transformative service initiatives (TSIs)
—Joan Carlini []

Exploring the principle and competencies for phygital service inclusion
—Harriman Samuel Saragih []

Community care as a strength-based strategy to mitigate vulnerabilities: an empirical study in Latin America and the Caribbean
—Oscar Naranjo Del Giudice ; María Nohemí González Martínez; Sertan Kabadayi []

Reducing front-line service providers’ economic vulnerability: online customer acquisition in the sex trade
—Kashef Majid; Cristel Russell []

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Enhancing customer engagement value: a comprehensive review of integrated program strategies beyond loyalty programs
—Dae Yun Park []

AI-enhanced literature reviews: liberating scholars for impact in service marketing
—Volker Kuppelwieser; Nicola Cobelli; Fabio Cassia; Mark Scott Rosenbaum []

I am supported: the influence of social network on customers in game live streaming
—Wei-Kang Kao []

Immigrant customers’ service encounters: a thematic analysis and fsQCA study
—Chloé Baillod; Olivier Furrer []

How does service sabotage stimulate customer-oriented organizational citizenship behavior? The roles of guilt and locus of control
—Yuanhua Chen; Hongdan Zhao; Qiongyao Zhou; Shaofang Zong []

Digitalization of service delivery and patient engagement in healthcare: a complementarity perspective
—Woojeong Kim; Joonhwan In []

Contemplative mindfulness and its influence on firm service performance: a configurational analysis
—Ali E. Akgün; Halit Keskin; Perlin Naz Cömert []

Can the soul survive automation? Leadership identity and robotic task replacement in hospitality
—Dan Jin []

Music to the ears? The correlation between classical musical styles, repertoire sequence and audience satisfaction in service environments
—Ori Grossman; Matti Rachamim []

Comparing the direct, indirect and comparative effects of salespersons’ client and product knowledge in the financial services industry
—Jasmin Bergeron []

Exploring the role of service modularity in facilitating value co-creation: insights from knowledge-intensive business services
—Eija-Liisa Heikka; Timo Pohjosenperä []

Sustainable influencer services meet luxury: a risky match
—Vannesia Darby; Hyunju Shin; Jacqueline K. Eastman []

When service becomes surveillance: pressures in FLE guardianship
—Davis Brown; Kristina K. Lindsey Hall; Patrick Fennell ; Melanie P. Lorenz []

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