Purpose: The purpose of this paper is to present a design fiction diegetic prototyping methodology and research framework for investigating service innovations that reflect future uses of new and emerging technologies. Design/methodology/approach: Drawing on speculative fiction, the authors...

Purpose: The purpose of this paper is to identify and explore potential applications of cyborgian technologies within service contexts and how service providers may leverage the integration of cyborgian service actors into their service proposition. In doing so, the paper proposes a new...

Purpose: This paper aims to provide empirically derived insights into trust and its predictors within a cyber-physical system context of a household service. Design/methodology/approach: The methodology comprises an innovative mixed methods design encompassing a videographic animated film...

Purpose – The purpose of this paper is to report on a study which aims to identify the characteristics and determinants of client sophistication within the UK corporate legal services market and to investigate its effect in determining the nature and essence of client‐solicitor...

Purpose – This study aims to provide empirically generated insights into a gamification approach to online customer engagement and behavior (CE and CEB). There is a substantive discrepancy between popular coverage and empirically based research as to the effectiveness of virtual brand...