Service modularization is gaining increasing attention from scholars and practitioners. However, it must be noted that the essence of service modularization is still not well understood, and its purposefulness of practical application has not yet been well explored. This conceptual paper...

Although there is a growing body of research exploring the transition to a more service-based orientation in complex product markets, the majority of this literature adopts what mighty be classified as a ‘manufacturer-active’ point of view; that is it explores the challenges faced by firms...

This study aims to empirically cover the impact of the use of artificial intelligence through chatbots on online retail in terms of content implemented in the communication process. The presented research brings a contribution to the specialized literature by analyzing the perceived utility and...

This study examines the influence of supply-side factors on uptake of insurance, as well the moderating effect of sales agent effectiveness on the interactions. A survey research design was adopted following a quantitative approach. The target population of this study comprised Ghanaian...

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...