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Bright and Dark Imagining: How Creators Navigate Moral Consequences of Developing Ideas for Artificial Intelligence Academy of Management Journal (IF 9.5) Pub Date : 2024-07-18 Lydia Paine Hagtvedt, Sarah Harvey, Ozumcan Demir-Caliskan, Henrik Hagtvedt
Academy of Management Journal, Volume 0, Issue ja, -Not available-.
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The Psychological Design of Firm Boundaries: Preempting Escalating Commitment through Buy Vs. Make Academy of Management Journal (IF 9.5) Pub Date : 2024-07-18 D. Daniel Keum
Academy of Management Journal, Volume 0, Issue ja, -Not available-.
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Successful implementation of customer experience strategy: determinants and results Journal of Service Management (IF 7.8) Pub Date : 2024-07-22 Juliane Kristina Köninger, Matthias H.J. Gouthier
Purpose Customer Experience Management (CXM) has already outgrown its infancy and must now position itself for long-term strategic success. However, the best Customer Experience Strategy (CXS) is worth little if not implemented effectively. Therefore, the present study investigated the determinants of the successful implementation of CXS and its results. Design/methodology/approach Key success factors
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Exploring the supply chain ambidexterity: a multilevel micro-foundational perspective Supply Chain Management (IF 7.9) Pub Date : 2024-07-16 Javad Feizabadi, Somayeh Alibakhshi, David M. Gligor
Purpose This study aims to introduce a multilevel micro-foundational perspective on supply chain (SC) ambidexterity, grounded in organizational learning and adaptation research. It investigates the interplay of contextual factors, strategic orientation and a bundle of supply chain management practices to foster ambidextrous performance. Design/methodology/approach Leveraging a blend of perceptual and
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Strength in numbers: Scale, scope, and performance in multipartner alliances Long Range Plan. (IF 7.4) Pub Date : 2024-07-14 Ramin Vandaie, John P. Bechara
The general assumption is that multipartner alliances are increasingly favored by firms as means of creating larger pools of shared resources and capabilities. Yet, extant literature has hardly moved beyond anecdotal evidence to systematically address the mechanisms driving their configuration and performance. This study is a step toward clarifying important unknowns about multipartner alliances by
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Iterative Alternative Evaluation within Human–Artificial Intelligence Problem-Solving: An Extension to Raisch and Fomina’s “Combining Human and Artificial Intelligence” Academy of Management Review (IF 19.3) Pub Date : 2024-07-12 Ann-Katrin Eicke, Johann Nils Foege, Stephan Nüesch
Academy of Management Review, Volume 0, Issue ja, -Not available-.
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Cultivating wiser service systems through communication Journal of Service Management (IF 7.8) Pub Date : 2024-07-15 Edythe Moulton-Tetlock, Sophia Town, Hoori Rafieian, Canan Corus, Raymond P. Fisk
Purpose Our purpose is to offer the service research field a framework for cultivating wiser service systems via wise communication–which we define as “interactional activity that reflects and reifies the integrative, practical, and relational nature of organizations.” Design/methodology/approach We draw on the Communicative Constitution of Organizations (CCO) theory to integrate insights and findings
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The Challenge and Opportunity of a Quantum Mechanics Metaphor in Organization and Management Research: A Response to Shelef, Wuebker, and Barney’s “Heisenberg Effects in Experiments on Business Ideas” Academy of Management Review (IF 19.3) Pub Date : 2024-07-08 Daniel R. Clark, Richard A. Hunt
Academy of Management Review, Volume 0, Issue ja, -Not available-.
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When the Principal Is the Firm’s Problem: Principal Costs and Their Corporate Governance Implications Academy of Management Review (IF 19.3) Pub Date : 2024-07-08 Edward J. Zajac, Maria Goranova
Academy of Management Review, Volume 0, Issue ja, -Not available-.
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The Art of Blending Stakeholders: “Bootlegger and Baptist” Coalitions in Corporate Constituency-Building Academy of Management Review (IF 19.3) Pub Date : 2024-07-08 Maurice J. Murphy, Edward Walker, Nan Jia
Academy of Management Review, Volume 0, Issue ja, -Not available-.
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How does strategic agenda building affect valuation of supply resources and sourcing policies? A case from the food industry Supply Chain Management (IF 7.9) Pub Date : 2024-07-09 Karina Hjørringgaard, Poul Houman Houman Andersen
Purpose Business strategy issues increasingly concern value realized from supply resources. However, how supply resources are valorized by managerial factions in a strategic issue setting is not sufficiently explored. In organizations operating in complex business contexts, several strategic agendas and supply value perceptions typically coexist. This study aims to explore the process of developing
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Cooperation Among Strangers: Algorithmic Enforcement of Reciprocal Exchange with Blockchain-Based Smart Contracts Academy of Management Review (IF 19.3) Pub Date : 2024-07-02 Robert Wayne Gregory, Roman Beck, Ola Henfridsson, Niam Yaraghi
Academy of Management Review, Volume 0, Issue ja, -Not available-.
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Good team players? The impact of team member knowledge, skills and abilities on sourcing teamwork and sourcing task-work effectiveness Supply Chain Management (IF 7.9) Pub Date : 2024-07-04 Chris Lonsdale, Joe Sanderson, Ali Esfahbodi
Purpose The aim of this paper is to enhance understanding of the use of sourcing teams (STs) by organisations in their procurement and supply chain management. The paper achieves this by exploring, within the context of the supply chain directorate of a global aerospace manufacturing company (GAMC), both the relationship between sourcing teamwork effectiveness (TE) and sourcing task-work effectiveness
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A layered governance approach to regulating Big Tech Long Range Plan. (IF 7.4) Pub Date : 2024-07-02 Maria Jose Murcia, Roy Suddaby
After decades of unregulated growth, the world's largest technology companies have now attracted the attention of regulators in both Europe and the US. Regulating “Big Tech”, however, has proven to be challenging, partly because of their size, but also because of their strategic importance in maintaining a competitive advantage between western nation-states and rising economies in Asia. The paradox
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Exploring the Metaverse from a Legacy Company Perspective: A Capabilities-Based View Calif. Manag. Rev. (IF 6.3) Pub Date : 2024-07-01 Mario Benassi, Riccardo Rialti
Legacy companies are firms that rely on stable business models, established internal processes, and familiar technologies. Existing research acknowledges that legacy companies need to explore new technologies, but scholars largely neglect to analyze how this process unfolds. This knowledge gap is particularly relevant when disruptive technological paradigms are about to modify the business arena, as
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What Makes Research Collaborations Successful? Advice from AMJ Authors Academy of Management Journal (IF 9.5) Pub Date : 2024-06-27 Davide Ravasi, Jing Zhu, William Wan, Sinziana Dorobantu, Marc Gruber
Academy of Management Journal, Volume 67, Issue 3, Page 583-594, June 2024.
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Building supply chain resilience to cyber risks: a dynamic capabilities perspective Supply Chain Management (IF 7.9) Pub Date : 2024-06-25 Michael Herburger, Andreas Wieland, Carina Hochstrasser
Purpose Disruptive events caused by cyber incidents, such as supply chain (SC) cyber incidents, can affect firms’ SC operations on a large scale, causing disruptions in material, information and financial flows and impacting the availability, integrity and confidentiality of SC assets. While SC resilience (SCRES) research has received much attention in recent years, the purpose of this study is to
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The dual-edged sword effect of reciprocal information exchanges within partnerships on performance: The mediating role of creativity Long Range Plan. (IF 7.4) Pub Date : 2024-06-28 Silvio Luis de Vasconcellos, Renata Giacomin, Fernando Jorge da Silva, Bruno Barreto de Góes
This study investigates the impact of reciprocal information exchanges within partnerships on organizational performance, with a focus on the mediating role of organizational creativity. We conducted a quantitative investigation using a survey of 401 micro, small, and medium enterprises (MSMEs) in Brazil, and analyzed the data using multivariate regression analysis. Our primary contribution to the
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Artificial Intelligence Forces us to Rethink Knightian Uncertainty: A Commentary on Townsend et al.’s “Are the Futures Computable?” Academy of Management Review (IF 19.3) Pub Date : 2024-06-26 Stratos Ramoglou, Reiner Schaefer, Yanto Chandra, Jeff S. McMullen
Academy of Management Review, Volume 0, Issue ja, -Not available-.
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Rolling the Dice: Resolving Demand Uncertainty in Markets with Partial Network Effects Academy of Management Journal (IF 9.5) Pub Date : 2024-06-26 Joe N. Ploog, Joost Rietveld
Academy of Management Journal, Volume 0, Issue ja, -Not available-.
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A 5C model of responsible service leadership: learning from living systems to play the infinite game Journal of Service Management (IF 7.8) Pub Date : 2024-06-27 Reut Livne-Tarandach, Joan Ball, Poonam Arora, Ayse Yemiscigil, Jay Kandampully
Purpose This paper offers a new vision of responsible service leadership for service organizations nested in economic, societal and environmental contexts across time to foster collective flourishing. Design/methodology/approach Following the call for novel perspectives that recognize service as a game among (vs between) people in service ecosystems, we build on service leadership theory to integrate
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Sensing the Room: The Role of Atmosphere in Collective Sensemaking Academy of Management Journal (IF 9.5) Pub Date : 2024-06-24 Eric Knight, Jaco Lok, Paula Jarzabkowski, Matthias Wenzel
Academy of Management Journal, Volume 0, Issue ja, -Not available-.
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Mobilities and Moorings: A Reply to “Keeping Movement in Mind: Workplace Identification and Mobilities Theorizing” Academy of Management Review (IF 19.3) Pub Date : 2024-06-24 Blake E. Ashforth, Brianna Barker Caza, Alyson Meister
Academy of Management Review, Volume 0, Issue ja, -Not available-.
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Moving to subscriptions: service growth through business model innovation in consumer and business markets Journal of Service Management (IF 7.8) Pub Date : 2024-06-21 Brenda Nansubuga, Christian Kowalkowski
Purpose Subscription offerings are being hailed as the next service growth engine for companies in both business-to-consumer (B2C) and business-to-business (B2B) markets. The study analyzes how a manufacturing firm can develop and implement a scalable service-based subscription business model for B2C and B2B customers alongside its existing product-centric model. Design/methodology/approach A longitudinal
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Facilitating the circular economy: insights from novel supply network actors Supply Chain Management (IF 7.9) Pub Date : 2024-06-25 Anne Ratsimandresy, Joe Miemczyk
Purpose This research studies circularity brokers, the economic actors facilitating the transition of companies towards circular operations. The purpose of this paper is to extend the understanding of “circular brokerage”, deriving from the concept of brokerage existing in network theory and applied to the specific context of the circular supply network. Recent papers have been devoted to particular
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Insight from industry-early lessons learned about AI adoption in core procurement processes, directions for managers and researchers Supply Chain Management (IF 7.9) Pub Date : 2024-06-18 Remko van Hoek
Purpose There is a growing body of conceptual work considering the potential of AI in supply chain and procurement, and there is great interest in AI among managers. But, according to a recent study, digital strategies for procurement are often missing or not satisfactory. Literature offers conflicting guidance on possible adoption areas for AI in core procurement processes. Given the need for better
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Chasing Storms: Temporal Work to Foster Group Engagement under Uncertainty Academy of Management Journal (IF 9.5) Pub Date : 2024-06-11 Derin Kent, Nina Granqvist
Academy of Management Journal, Volume 0, Issue ja, -Not available-.
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Exploring volunteers’ role in healthcare service ecosystems: value co-creation, self-adjustment and re-humanisation Journal of Service Management (IF 7.8) Pub Date : 2024-06-11 Laura Di Pietro, Veronica Ungaro, Maria Francesca Renzi, Bo Edvardsson
Purpose The paper investigates how the engagement of a group of actors (the volunteers), previously unexplored in service ecosystems literature, contributes to generating new co-creation activities and well-being outcomes in the healthcare service ecosystem (HSE). Moreover, the study analyses how the provision and integration of volunteers’ resources help to explain the HSE self-adjustment favouring
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A processual view on sustainability transitions in service ecosystems Journal of Service Management (IF 7.8) Pub Date : 2024-06-10 Debora Sarno, Bo Enquist, Francesco Polese, Roberta Sebastiani, Samuel Petros Sebhatu, Anna Maria Viljakainen
Purpose Sustainability transitions (STs) refer to large-scale step changes in complex systems required to face sustainability issues. We aim to delineate how they can unfold in service ecosystems, especially when inspired by regenerative thinking. Design/methodology/approach We develop a conceptual framework based on a processual view of STs and provide a propositional inventory based on literature
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Legacies of Shareholder Activism: The Dynamics & Consequences of Emotion in the Boardroom Academy of Management Review (IF 19.3) Pub Date : 2024-06-05 Jeremy J. Marcel, Amanda P. Cowen
Academy of Management Review, Volume 0, Issue ja, -Not available-.
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A balancing act: Independent and interdependent effects of board of directors and top management team gender composition on innovation Long Range Plan. (IF 7.4) Pub Date : 2024-06-05 Marcelo J. Alvarado-Vargas, Melanie P. Lorenz, Michel Hermans
The demographic composition of a firm's Board of Directors (BoD) and Top Management Team (TMT) has important consequences for organizational processes and outcomes. However, researchers have focused on the independent effects of diversity in these strategic leadership groups (SLGs), foregoing how it affects their interactions. We adopt a strategic leadership system perspective to account for tasks
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Investment horizon, slack resources, and firm performance: Evidence from privately held european firms Long Range Plan. (IF 7.4) Pub Date : 2024-06-03 Vivien Lefebvre
Short-termism in investment decisions often results in poor firm performance, though excessively long investments can also harm performance by reducing internal flexibility. This study investigated a quadratic, inverted U-shaped relationship between investment horizon and performance. Building on agency theory and resource-constraint arguments, we proposed that organizational slack moderates the relationship
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Changing terms, evolving strategies: the tailoring of supply chain management terms and its implications Supply Chain Management (IF 7.9) Pub Date : 2024-06-04 Maicom Sergio Brandao, Moacir Godinho Filho
Purpose This study aims to investigate the evolution of terminology in supply chain management (SCM) and its implications for the field’s strategic orientation. It also aims to understand how SCM terms adapt to interdisciplinary contexts, reflecting shifts in theoretical and practical approaches within the discipline. Design/methodology/approach This study uses a systematic literature review and analyzes
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Advancing Organizational Science With Computational Process Theories Leadersh. Q. (IF 9.1) Pub Date : 2024-05-31 Goran Kuljanin, Michael T. Braun, James A. Grand, Jeffrey D. Olenick, Georgia T. Chao, Steve W.J. Kozlowski
Organizational scholars commonly refer to organizations as complex systems unfolding as a function of work processes. Consequently, the direct study of work processes necessitates our attention. However, organizational scholars tend not to study work processes directly. Instead, organizational scholars commonly develop theories about relationships among psychological construct phenomena that indirectly
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Leveraging the Dominant Pole: How Champions of an Industry-Wide Environmental Alliance Navigate Coopetition Paradoxes J. Manag. (IF 9.3) Pub Date : 2024-05-30 Natalie Slawinski, Wendy K. Smith, Connie A. Van der Byl
Companies increasingly collaborate with competitors to innovate, minimize risks, and address sustainability crises. However, these alliances often falter or fail due to challenges arising from coopetition paradoxes—contradictory yet interdependent tensions between competition and cooperation. Extant research predominantly focuses on addressing these paradoxes through seeking a stable balance between
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Losing Their Religion: Organizational Identity Hybridization of British Political Parties 1950–2015 J. Manag. (IF 9.3) Pub Date : 2024-05-30 Stefan Arora-Jonsson, Filippo Carlo Wezel, Soorjith I Karthikeyan, Vitaliano Barberio
Our research addresses how organizations manage a shift from a single to a hybrid identity, a question that the identity literature still is grappling with. We address this question by reflecting on how organizations develop hybrid identities in response to institutional decline. Identity hybridization, we predict, takes place in stages via strategies that gradually hybridize the identity. We study
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Information-Based Competition: The Case of Rival Owners in Rating Agencies Academy of Management Journal (IF 9.5) Pub Date : 2024-05-29 Mark R. DesJardine, Boshuo Li, Wei Shi
Academy of Management Journal, Volume 0, Issue ja, -Not available-.
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The Effectiveness of Verbal Mimicry in Activist Hedge Fund Campaigns J. Manag. (IF 9.3) Pub Date : 2024-05-29 Matthias Brauer, Philipp Binder
Hedge fund activism frequently has severe consequences for target firms and their management and boards. Yet, we know little about target management and boards’ response to activist attacks. To advance our understanding in this respect, we examine how the style of target management and boards’ written communication with activists influences campaign outcomes. Building on the behavioral mimicry perspective
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The Metaverse Flywheel: Creating Value across Physical and Virtual Worlds Calif. Manag. Rev. (IF 6.3) Pub Date : 2024-05-28 Paavo Ritala, Mika Ruokonen, Angelos Kostis
This study presents a metaverse flywheel model providing insights into how the emerging layered modular architecture of the metaverse can enable new types of value-creation opportunities for organizations. Based on interviews with early metaverse adopters and innovators, this article identifies three key metaverse affordances: prospection of future conditions, persistence of editable and evolving virtual
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Human–AI resource relations in value cocreation in service ecosystems Journal of Service Management (IF 7.8) Pub Date : 2024-05-28 Valtteri Kaartemo, Anu Helkkula
Purpose Applications of artificial intelligence (AI), such as virtual and physical service robots, generative AI, large language models and decision support systems, alter the nature of services. Most service research centers on the division between human and AI resources. Less attention has been paid to analyzing the entangled resource relations and interactions between humans and AI entities. Thus
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Beyond apples and oranges: unraveling the complexity in corporate sustainability reporting Journal of Service Management (IF 7.8) Pub Date : 2024-05-27 Timothy Hedley, Barbara Porco, Timothy Lee Keiningham, Lerzan Aksoy, Leigh Anne Statuto, Muslim Amin
Purpose This investigation highlights the discrepancies in sustainability reporting practices, and their implications for sustainable service. Design/methodology/approach A comparative analysis methodology was employed, examining sustainability reports from similarly situated companies, specifically PepsiCo and Coca-Cola and The Home Depot, Lowe’s and HomePro. This approach was chosen to uncover variances
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A Tale of Two Signals: Partner CSR versus CSI and Alliance Formation Academy of Management Journal (IF 9.5) Pub Date : 2024-05-22 Qiwen Yu, Ilya R. P. Cuypers, Heli Wang
Academy of Management Journal, Volume 0, Issue ja, -Not available-.
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To do or not to do? A typology of ethical dilemmas in services (TEDS) Journal of Service Management (IF 7.8) Pub Date : 2024-05-27 Rodoula H. Tsiotsou, Sertan Kabadayi, Jennifer Leigh, Julia Bayuk, Brent J. Horton
Purpose This paper seeks to deepen and improve our understanding of business ethics in services by developing a typology that reconciles and integrates disparate and often conflicting ideas and viewpoints while providing practical guidance for ethical decision-making. Design/methodology/approach The paper examines current theoretical approaches in ethics to provide an understanding of the ethical theories
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Journal of Management Is Pushing the Frontiers of Qualitative Research J. Manag. (IF 9.3) Pub Date : 2024-05-23 Pratima (Tima) Bansal, Kevin Corley, Cynthia E. Devers
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RAISE: leveraging responsible AI for service excellence Journal of Service Management (IF 7.8) Pub Date : 2024-05-22 Linda Alkire, Anil Bilgihan, My (Myla) Bui, Alexander John Buoye, Seden Dogan, Seoyoung Kim
Purpose This article introduces the Responsible AI for Service Excellence (RAISE) framework. RAISE is a strategic framework for responsibly integrating AI into service industries. It emphasizes collaborative AI design and deployment that aligns with the evolving global standards and societal well-being while promoting business success and sustainable development. Design/methodology/approach This multidisciplinary
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A Diversity Signal Set Perspective: Examining Interactive Effects of Diversity Practices on Women and Racialized Non-Leader and Leader Turnover Academy of Management Journal (IF 9.5) Pub Date : 2024-05-17 Tiffany Trzebiatowski, Kaifeng Jiang, Zhen Zhang, Rory Eckardt, Yeongsu Anthony Kim
Academy of Management Journal, Volume 0, Issue ja, -Not available-.
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The Diffusion of the Metaverse: How YouTube Influencers Shape Mass Adoption Calif. Manag. Rev. (IF 6.3) Pub Date : 2024-05-18 Fabian Tingelhoff, Sebastian Klug, Edona Elshan
The metaverse, although yet to be fully realized, offers a compelling vision: a scalable and interoperable ecosystem of virtual worlds that can be simultaneously accessed by multiple users using continuous, user-generated, and embodied identities (i.e., avatars). Since the metaverse will likely achieve widespread user adoption once innovators and early adopters recognize its values, it must evolve
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On the Receiving End of Customer Creativity: Insights From Approach-Avoidance and Interpersonal Complementarity Perspectives J. Manag. (IF 9.3) Pub Date : 2024-05-16 Randy Lee, Anthony Klotz, Shawn McClean, Remus Ilies, Jack H. Zhang
Increasingly, transactions between firms and customers are typified by the co-creation of value, wherein customers play an active role in the development of new products and services. Over the past two decades, research on co-creation has flourished across multiple disciplines, largely highlighting its benefits for firms and customers. Importantly, though, while customer engagement in the creative
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Taming Unicorns: Toward a New Normal of Responsible Entrepreneurship Academy of Management Review (IF 19.3) Pub Date : 2024-05-13 Jonah Zankl, Matthew Grimes
Academy of Management Review, Volume 0, Issue ja, -Not available-.
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Understanding Knowledge Sharing From an Identity-Based Motivational Perspective J. Manag. (IF 9.3) Pub Date : 2024-05-14 Anne Burmeister, Yifan Song, Mo Wang, Andreas Hirschi
Research typically adopted a social exchange perspective to suggest that employees share their knowledge with coworkers to reciprocate prior positive treatment to return the favor. We challenge this dominant focus on external motivational sources and adopt an identity-based motivational perspective. Our theorizing is grounded in identity theory and recognizes knowledge-sharing identity centrality as
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Strategic Alliance Governance Through Termination Provisions: Safeguard and Incentive, Flexibility and Commitment J. Manag. (IF 9.3) Pub Date : 2024-05-13 Marvin Hanisch
Termination provisions establish vital governance mechanisms in alliances, offering essential safeguards and incentives by providing the flexibility to exit (underperforming) partnerships. However, they can also foster distrust and instability by potentially undermining commitment and continuity. We argue that the motivation behind termination provisions lies in the need to address safeguarding and
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Understanding service ecosystem dynamics: a typology Journal of Service Management (IF 7.8) Pub Date : 2024-05-09 Nabila As’ad, Lia Patrício, Kaisa Koskela-Huotari, Bo Edvardsson
Purpose The service environment is becoming increasingly turbulent, leading to calls for a systemic understanding of it as a set of dynamic service ecosystems. This paper advances this understanding by developing a typology of service ecosystem dynamics that explains the varying interplay between change and stability within the service environment through distinct behavioral patterns exhibited by service
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Reflexive Quantitative Research Academy of Management Review (IF 19.3) Pub Date : 2024-05-10 Jukka Luoma, Joel Hietanen
Academy of Management Review, Volume 0, Issue ja, -Not available-.
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The role of employee empathy in forming brand love: customer delight and gratitude as mediators and power distance belief as a moderator Journal of Service Management (IF 7.8) Pub Date : 2024-05-10 Laee Choi, MiRan Kim, Soyeon Kim
Purpose This study explores the influence of employee empathy on brand love, which subsequently affects customer advocacy, willingness to pay more (WTPM) and tolerance of failure. Additionally, it investigates the mediating role of customer delight and gratitude in connecting employee empathy with brand love and the moderating effect of power distance belief (PDB) between employee empathy and customer
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Metaverse Management as Urban Planning: Lessons from Paradise (Nevada) Calif. Manag. Rev. (IF 6.3) Pub Date : 2024-05-08 David R. Clough, Andy Wu
Metaverse architects face challenges akin to urban planners developing a new city: multiple stakeholders must coordinate on technical standards for interoperability and establish social consensus around specific choices. The article presents an analogy between the metaverse and the Las Vegas Strip in the unincorporated town of Paradise, NV, which arose in the mid-twentieth century as a focal destination
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Breaking Free or Locking In: How Socially Disadvantaged Individuals Achieve or Reject an Aspired Identity in an Entrepreneurial Context Academy of Management Journal (IF 9.5) Pub Date : 2024-05-06 Winnie Y. Jiang, Amy Zhao-Ding, Shelly Qi
Academy of Management Journal, Volume 0, Issue ja, -Not available-.
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Does Identification Hurt or Help Under Identity Threat? The Exacerbating Role of Identity Centrality on Feeling Offended and the Buffering Role of Coworker Solidarity on Identity-Protection Behaviors Academy of Management Journal (IF 9.5) Pub Date : 2024-05-06 Hana Huang Johnson, Elizabeth Umphress, Jay T. Bates, Shaun M. Parkinson, Leah D. Sheppard
Research on how identification impacts the experience of identity threat has uncovered mixed findings, which the current work helps resolve. We uncouple two conceptually distinct aspects of identification that research has conflated: identity centrality and solidarity. Identity centrality is focused inward on the extent to which an identity is important and salient to an individual, whereas solidarity
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Understanding and managing engagement journeys Journal of Service Management (IF 7.8) Pub Date : 2024-05-07 Elina Jaakkola, Matthew Alexander
Purpose Existing research on customer journeys has tended to focus on the customer’s purchase decision-making and firm-controlled touchpoints, overlooking indirect touchpoints where customer resources and behaviors influence the firm and other actors, beyond financial patronage. This article develops the concept of engagement journeys and discusses their implications on journey design and management
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AI concierge in the customer journey: what is it and how can it add value to the customer? Journal of Service Management (IF 7.8) Pub Date : 2024-05-02 Stephanie Q. Liu, Khadija Ali Vakeel, Nicholas. A. Smith, Roya Sadat Alavipour, Chunhao(Victor) Wei, Jochen Wirtz
Purpose An AI concierge is a technologically advanced, intelligent and personalized assistant that is designated to an individual customer, proactively taking care of that customer’s needs throughout the service journey. This article envisions the idea of AI concierges and discusses how to leverage AI concierges in the customer journey. Design/methodology/approach This article takes a conceptual approach