Purpose Although the digital era has given rise to major transformations in many industries, health care has been remarkably resistant to radical innovations coming outside the field. The purpose of this paper is to explore and explain how new ventures aim to break institutional arrangements...

"This Handbook examines the impacts of AI on the innovation of services, service processes and business models. It presents state-of-the-art conceptual and empirical evidence concerning uses and applications of AI in different service sectors and from varying perspectives. Experts from across...

Purpose: The recently developed resource orchestration theory studies the processes by which managers handle resources to create competitive advantages. According to this theory, it is the way that resources interact with each other that results in such advantages. Resource integration, i.e....

Purpose: The purpose of this study was to examine the impact of unsubstantiated claims that a product is “ecological.” Design/methodology/approach: A between-subjects experimental design was used in which the absence versus the presence of an (unsubstantiated) ecological claim regarding a...

Purpose: A detailed conceptualization of how service experiences are transformed into a memory and the circumstances surrounding a memorable experience is not available in the customer experience literature. This paper aims to address this gap using a multi-dimensional framework (memoryscape)...

This paper explores theoretical and practical aspects (i.e. resources allocated, activities undertaken, actors/decisions involved) of corporate ‘parenting’ in the development of international service networks. A review of the relevant corporate strategy, supply-chain, networks and services...

This essay fills a significant gap in the literature on the internationalization of services, by focusing on the process of knowledge flows between parent firms and their foreign subsidiaries, and its associated impact on organizational learning and competency development. We utilize and extend...