J Service Man
Introduction
Journal of Service Management, 35(3)
INTEREST CATEGORY: SERVICE
POSTING TYPE: TOCs
Customer experience (CX), employee experience (EX) and human experience (HX): introductions, interactions and interdisciplinary implications
—Anders Gustafsson, Delphine Caruelle, David E. Bowen []
Understanding and managing engagement journeys
—Elina Jaakkola, Matthew Alexander []
The role of employee empathy in forming brand love: customer delight and gratitude as mediators and power distance belief as a moderator
—Laee Choi, MiRan Kim, Soyeon Kim []
Conceptualizing digital service: coconstitutive essence and value cocreation dynamics
—Gregory Vial, Camille Grange []
Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda
—Candice L. Marti, Huimin Liu, Gurpreet Kour, Anil Bilgihan, Yu Xu []