Co-creation 5.0 is a new era in which frontline employees (FLE) and service robots work as a team. This study examines the consequences of co-creation 5.0 on service outcomes in a real context and analyses the moderating effect of the FLEs and collaborative service robot (CSR) teams. We employed...

Purpose – The purpose of this paper is to develop and test a framework to investigate the relationship between perceived value, satisfaction, trust and behavioral intentions and the moderator effect of the cruise line on cruise passengers’ perceptions. Design/methodology/approach – A...

Purpose – The purpose of this paper is to analyse the possible influence of internal marketing (represented by internal market orientation (IMO)) on external customer outcomes (perceived service quality and customer satisfaction) through the mediating role of employees’ attitudes (job...