Purpose: This study aims to examine the extent to which clients’ perceptions of a financial auditor’s communication style affect their psychological comfort and trust when considering whether to retain the incumbent firm for future financial audits. Design/methodology/approach: A multistage...

Purpose: Robots are predicted to have a profound impact on the service sector. The emergence of robots has attracted increasing interest from business scholars and practitioners alike. In this article, we undertake a systematic review of the business literature about the impact of service...

Purpose: The purpose of this study is to empirically examine the personal/situational and business factors that encourage or discourage pro bono service of professionals based on the theory of institutional logics framework and the extended purchase behavior model. Design/methodology/approach:...

Purpose: The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial...

Purpose: Crowdsourcing delivers creative ideas for the issuing firm, but participants’ engagement in the creative process also creates additional benefits to firms and participating customers. The purpose of this study is to investigate if these spill-over values endure over time. With data...

Purpose: The purpose of this paper is to explore what drives customer acceptance of frontline service robots (FSR), as a result of their interaction experiences with FSR in the context of retail banking services. Design/methodology/approach: Applications of the unified theory of acceptance and...

Using data collected from 302 firms spanning a wide range of industry sectors, tests a model designed to explain the decision of whether to use or not to use an outside technical consultant when purchasing a big‐ticket, high technology product in the information technology area. The results...

Purpose This study aims to examine the extent to which switching costs moderates the impact of trust, value and attractiveness of alternatives on client repatronage intentions. Design/methodology/approach The study combines qualitative and quantitative methodologies to create a cross-sectional...

Purpose In today’s global marketplace, the mantra of many service firms is enhanced efficiency and productivity. To increase their bottom line, firms must also expand revenue. They thus face the challenge of ways to increase revenue through customer satisfaction while also achieving...

Reports on a study designed to explore the effects of managers′ perceptions on the firm′s performance in technology licensing activity. Identifies potential costs and benefits of technology licensing from the literature and discriminates between “high” and “low” performing licensee...