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Getting Smart

https://doi.org/10.1177/1094670516679273
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

inferredcites →https://doi.org/10.1002/sej.82openalex-snapshot
How entrepreneurs acquire the capacity to excel: insights from research on expert performance
inferredcites →https://doi.org/10.1002/smj.486openalex-snapshot
Structural vs. relational embeddedness: social capital and managerial performance
inferredcites →https://doi.org/10.1006/ceps.1999.1021openalex-snapshot
What Is It That I'm Trying to Achieve? Classroom Goals from a Content Perspective
inferredcites →https://doi.org/10.1007/s11747-011-0289-7openalex-snapshot
Bottom-up learning in marketing frontlines: conceptualization, processes, and consequences
inferredcites →https://doi.org/10.1016/0002-8223(94)92216-0openalex-snapshot
Harvard business review
inferredcites →https://doi.org/10.1016/0167-8116(95)00027-5openalex-snapshot
Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality
inferredcites →https://doi.org/10.1016/0749-5978(92)90047-bopenalex-snapshot
Group decision making and communication technology
inferredcites →https://doi.org/10.1016/j.ijresmar.2007.09.003openalex-snapshot
Why sales reps should welcome information technology: Measuring the impact of CRM-based IT on sales effectiveness
inferredcites →https://doi.org/10.1016/j.jretai.2006.10.002openalex-snapshot
Competing through service: Insights from service-dominant logic
inferredcites →https://doi.org/10.1016/j.jretai.2006.10.004openalex-snapshot
An assessment of value creation in mobile service delivery and the moderating role of time consciousness
inferredcites →https://doi.org/10.1017/cbo9780511816796.038openalex-snapshot
The Influence of Experience and Deliberate Practice on the Development of Superior Expert Performance
inferredcites →https://doi.org/10.1037/0003-066x.49.8.725openalex-snapshot
Expert performance: Its structure and acquisition.
inferredcites →https://doi.org/10.1037/0022-3514.76.6.893openalex-snapshot
The chameleon effect: The perception–behavior link and social interaction.
inferredcites →https://doi.org/10.1037/0033-295x.100.3.363openalex-snapshot
The role of deliberate practice in the acquisition of expert performance.
inferredcites →https://doi.org/10.1057/palgrave.fsm.4760022openalex-snapshot
Relationship marketing in the financial services industry: The importance of customer education, participation and problem management for customer loyalty
inferredcites →https://doi.org/10.1080/02642060701725669openalex-snapshot
Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies
inferredcites →https://doi.org/10.1086/513048openalex-snapshot
Explaining Cognitive Lock-In: The Role of Skill-Based Habits of Use in Consumer Choice
inferredcites →https://doi.org/10.1086/648689openalex-snapshot
Pragmatic Learning Theory: An Inquiry-Action Framework for Distributed Consumer Learning in Online Communities
inferredcites →https://doi.org/10.1108/jbim-11-2012-0220openalex-snapshot
Divergent goals in supplier-customer co-development process: an integrated framework
inferredcites →https://doi.org/10.1111/j.1467-8551.2004.00406.xopenalex-snapshot
The Benefits and Pitfalls of Social Capital: Empirical Evidence from Two Organizations in the United Kingdom*
inferredcites →https://doi.org/10.1177/002224298204600314openalex-snapshot
Hedonic Consumption: Emerging Concepts, Methods and Propositions
inferredcites →https://doi.org/10.1177/109467050024001openalex-snapshot
Technology Readiness Index (Tri)
inferredcites →https://doi.org/10.1177/1094670502238916openalex-snapshot
Intentions to Use Self-Service Technologies: A Confluence of Multiple Attitudes
inferredcites →https://doi.org/10.1177/1094670515576315openalex-snapshot
Service Research Priorities in a Rapidly Changing Context
inferredcites →https://doi.org/10.1177/1094670516679271openalex-snapshot
Leveraging Frontline Employees’ Small Data and Firm-Level Big Data in Frontline Management
inferredcites →https://doi.org/10.1177/1094670516679272openalex-snapshot
Domo Arigato Mr. Roboto
inferredcites →https://doi.org/10.1177/1350507601324002openalex-snapshot
The Learning Organization: An Undelivered Promise
inferredcites →https://doi.org/10.1287/mksc.16.2.129openalex-snapshot
Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services
inferredcites →https://doi.org/10.1287/mksc.2013.0836openalex-snapshot
The Service Revolution and the Transformation of Marketing Science
inferredcites →https://doi.org/10.1287/mnsc.1070.0783openalex-snapshot
High Touch Through High Tech: The Impact of Salesperson Technology Usage on Sales Performance via Mediating Mechanisms
inferredcites →https://doi.org/10.1287/orsc.13.3.339.2780openalex-snapshot
Deliberate Learning and the Evolution of Dynamic Capabilities
inferredcites →https://doi.org/10.1509/jm.10.0231openalex-snapshot
How and When Does Customer Orientation Influence Frontline Employee Job Outcomes? A Meta-Analytic Evaluation
inferredcites →https://doi.org/10.1509/jm.10.0441openalex-snapshot
Optimizing Service Productivity
inferredcites →https://doi.org/10.1509/jm.12.0020openalex-snapshot
Marketing in Computer-Mediated Environments: Research Synthesis and New Directions
inferredcites →https://doi.org/10.1509/jm.13.0056openalex-snapshot
Touch Versus Tech: When Technology Functions as a Barrier or a Benefit to Service Encounters
inferredcites →https://doi.org/10.1509/jm.75.2.93openalex-snapshot
Return on Interactivity: The Impact of Online Agents on Newcomer Adjustment
inferredcites →https://doi.org/10.1509/jmkg.64.2.15.17998openalex-snapshot
Performance Productivity and Quality of Frontline Employees in Service Organizations
inferredcites →https://doi.org/10.1509/jmkg.64.3.50.18024openalex-snapshot
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
inferredcites →https://doi.org/10.1509/jmkg.66.4.7.18515openalex-snapshot
Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both?
inferredcites →https://doi.org/10.1509/jmkg.67.1.14.18592openalex-snapshot
Psychological Implications of Customer Participation in Co-Production
inferredcites →https://doi.org/10.1509/jmkg.69.2.61.60759openalex-snapshot
Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies
inferredcites →https://doi.org/10.1509/jmkg.71.1.016openalex-snapshot
Making Sales Technology Effective
inferredcites →https://doi.org/10.1509/jmkg.71.1.16openalex-snapshot
Making Sales Technology Effective
inferredcites →https://doi.org/10.1509/jmkg.72.2.28openalex-snapshot
Do Frontline Mechanisms Matter? Impact of Quality and Productivity Orientations on Unit Revenue, Efficiency, and Customer Satisfaction
inferredcites →https://doi.org/10.1509/jmkg.75.4.183openalex-snapshot
Closing the Marketing Capabilities Gap
inferredcites →https://doi.org/10.1509/jmkr.47.2.274openalex-snapshot
The Effect of Experiential Analogies on Consumer Perceptions and Attitudes
inferredcites →https://doi.org/10.1509/jmr.13.0341openalex-snapshot
Where, When, and how Long: Factors that Influence the Redemption of Mobile Phone Coupons
inferredcites →https://doi.org/10.1509/jmr.14.0229openalex-snapshot
Geo-Conquesting: Competitive Locational Targeting of Mobile Promotions
inferredcites →https://doi.org/10.2307/2180803openalex-snapshot
Logic: The Theory of Inquiry.
inferredcites →https://doi.org/10.2307/258875openalex-snapshot
A Theory of Goal Setting and Task Performance
inferredcites →https://doi.org/10.25300/misq/2016/40.1.10openalex-snapshot
How Information Technology Strategy and Investments Influence Firm Performance: Conjecture and Empirical Evidence1
inferredcites →https://doi.org/10.2753/pss0885-3134300202openalex-snapshot
The Role of Technology at the Interface Between Salespeople and Consumers
inferredcites →https://doi.org/10.2753/pss0885-3134320205openalex-snapshot
Technology Usage and Sales Teams: A Multilevel Analysis of the Antecedents of Usage
inferredcites →https://doi.org/10.4324/9781315712383-22openalex-snapshot
Democracy and Education
inferredcites →https://doi.org/10.5465/amj.2005.19573115openalex-snapshot
Ramping up the Organizational Learning Curve: Assessing the Impact of Deliberate Learning on Organizational Performance Under Gainsharing
inferredcites →https://doi.org/10.5465/amle.2010.48661199openalex-snapshot
The Sage Handbook of Management Learning, Education and Development.

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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Repeated Customer Interactions in Service Encounter Cascades
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No Hard Feelings: The Protective Power of AI Empathy During Service Interaction Failures
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Unlocking the Service Attractiveness of AI Assistants: Does Multi‐Modal Anthropomorphic Interaction Dynamically Manipulate Users' Mindset Metrics?
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Are AI Recommendations Less Green? The Effects of AI Recommendation Sources and Green Product Attribute Framing on Consumer Responses
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Smart Technologies in Service Provision and Experience
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Machine Learning, Artificial Intelligence and the Future of Work: Impact on HR, Learning and Development Professionals
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Perspectives on the Internet of Everything
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Female-Owned Fast-Food Restaurants: Technology Integration and Acceptance in Harare, Zimbabwe
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Human-Technology Symbiosis in Service: Insights from Dual-Process Theory
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The Emotional Infrastructure of Omnichannel Communication: Rethinking Bot-Human Interaction
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Four Problems for Frontline AI
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Customer Acceptance of AI in Service Encounters: Understanding Antecedents and Consequences
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How Leadership Co-Creation Generates a Trickle-Down Effect on Employees’ Resource Integration Behavior in Service Ecosystems – A Theoretical Framework
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Conversational Agents in Healthcare: Where Are We Going?
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Automatisierung und Personalisierung als Zukunftsdisziplinen des Dienstleistungsmanagements
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Kundenintegration im Zeitalter der Digitalisierung – Eine Dienstleistungstypologie automatisierter Personalisierung zur Ableitung von Kundenrollen
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Service Encounter 1.0 Theories revisited – Development of an Evaluation Scheme to assess their explanatory Relevance in the Service Encounter 2.0 Environment
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How Technology is changing Employees’ Roles in the Service Encounter – A Skill-based Analysis
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Machine Learning Infusion in Service Processes
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Automatisierte Services im Gesundheitswesen – Eine explorative Studie zu den Effekten digitaler Plattformen
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KI in E-Commerce-Prozessen der Modebranche
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Einsatzszenarien digitaler Sprachassistenzsysteme im Dienstleistungsmanagement
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Hybride Mensch-KI Service-Agenten
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“The more, the merrier?”– A Systematic Review of the Effects of Technology-Induced Employee Transparency on Frontline Service Employees
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Interaktion – das Kernelement der Service Co-Creation
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Working Together to Get the Job Done – The What, When, and How of Human-AI Collaboration in the Frontline
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Sustainable Goal Achievement by Digital Revolution During and After Pandemic; How Much One Wins and Losses: A Bird's Eye View for Future Planning
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Digital Revolution Complements Sustainable Goal Achievement During and After Pandemic: A Research Agenda
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Empirical Factor Identification for Artificial Intelligence in Finance: Indian Evidence
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Developing a Scale to Measure Artificial Intelligence Service Quality
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Relationship Quality in Customer-service Robot Interactions in Industry 5.0: An Analysis of Value Recipes
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Augmenting the eye of the beholder: exploring the strategic potential of augmented reality to enhance online service experiences
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Technology-driven service strategy
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Unstructured data in marketing
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Online relationship marketing
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Trojan horse or useful helper? A relationship perspective on artificial intelligence assistants with humanlike features
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Deploying artificial intelligence in services to AID vulnerable consumers
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Unintended consequences of in-store technology for frontline employees: An empirics-first approach
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Measuring and managing service productivity: a meta-analysis
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The influx of skeptics: an investigation of the diffusion cycle effect on online review
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Man vs machine: examining the three themes of service robotics in tourism and hospitality
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Challenges in re-designing operations and jobs to embody AI and robotics in services. Findings from a case in the hospitality industry
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AI and robotics in the European restaurant sector: Assessing potentials for process innovation in a high-contact service industry
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Special Section: Multidisciplinary Perspectives on Challenges in Managing Smart Products and Services
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Managing the sales transformation process in B2B: between human and digital
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Exploring tourists and local consumers’ attitudes on service automation in restaurant industry: the Spanish fast-food experience
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Understanding consumer reactions to chatbot service failures: Evidence from a Wizard-of-Oz experiment
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An IIoT-driven and AI-enabled framework for smart manufacturing system based on three-terminal collaborative platform
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Multifaceted trust in tourism service robots
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Consumer perception of employees with disabilities using robots
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AI-powered chatbot communication with customers: Dialogic interactions, satisfaction, engagement, and customer behavior
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Emerging digital technologies and consumer decision-making in retail sector: Towards an integrative conceptual framework
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Apple Pay: Coolness and embarrassment in the service encounter
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Developing and validating a service robot integration willingness scale
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“How may i help you?” Says a robot: Examining language styles in the service encounter
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Examining the impact of artificial intelligence on hotel employees through job insecurity perspectives
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A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations
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Tech-touch balance in the service encounter: The impact of supplementary human service on consumer responses
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When Female (Male) Robot Is Talking To Me: Effect of service robots’ gender and anthropomorphism on customer satisfaction
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Bridging the gap: An interview study on frontline employee responses to restaurant technology
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Dancing with service robots: The impacts of employee-robot collaboration on hotel employees’ job crafting
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The nonlinear effect of service robot anthropomorphism on customers’ usage intention: A privacy calculus perspective
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Is non-intervention feasible? How laissez-faire leadership moderates the relationship between AI usage and service employee empathetic creativity
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The impacts of employee–robot hybrid teams on customers’ value cocreation and codestruction behaviors
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Consumers acceptance of artificially intelligent (AI) device use in service delivery
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Addressing consumer needs: Effects of firms remediation strategies on satisfaction and brand usage intent in AI-powered voice assistant service failures
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Deliberate learning as a strategic mechanism in enabling channel partner sales performance
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AI-based innovation in B2B marketing: An interdisciplinary framework incorporating academic and practitioner perspectives
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Capabilities supporting digital servitization: A multi-actor perspective
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Frontline Cyborgs at Your Service: How Human Enhancement Technologies Affect Customer Experiences in Retail, Sales, and Service Settings
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“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
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Approacher be-wear? Increasing shopper approach intentions through employee apparel
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The Internet of Everything: Smart things and their impact on business models
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Rising with the machines: A sociotechnical framework for bringing artificial intelligence into the organization
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Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption
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Artificial intelligence in marketing: Topic modeling, scientometric analysis, and research agenda
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Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework
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Consumers’ reasons and perceived value co-creation of using artificial intelligence-enabled travel service agents
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Alexa, do voice assistants influence consumer brand engagement? – Examining the role of AI powered voice assistants in influencing consumer brand engagement
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How may I help you? Driving brand engagement through the warmth of an initial chatbot message
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The role of the service manager’s perceived career success in frontline employees’ learning processes and service improvement
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Key challenges and opportunities of service innovation processes in technology supplier-service provider partnerships
inferred← citeshttps://doi.org/10.1016/j.jbusres.2021.11.044openalex-snapshot
Appropriate service robots in exchange and communal relationships
inferred← citeshttps://doi.org/10.1016/j.jbusres.2022.02.088openalex-snapshot
Classifying and measuring the service quality of AI chatbot in frontline service
inferred← citeshttps://doi.org/10.1016/j.jbusres.2022.04.045openalex-snapshot
Ability is in the eye of the beholder: How context and individual factors shape consumer perceptions of digital assistant ability
inferred← citeshttps://doi.org/10.1016/j.jbusres.2024.114509openalex-snapshot
Unintended consequences of humanoid service robots: A case study of public service organizations
inferred← citeshttps://doi.org/10.1016/j.jbusres.2024.114566openalex-snapshot
Empathic voice assistants: Enhancing consumer responses in voice commerce
inferred← citeshttps://doi.org/10.1016/j.jbusres.2025.115236openalex-snapshot
In-store technology personalization: A typology and research agenda based on type of automation and data collection
inferred← citeshttps://doi.org/10.1016/j.jbusres.2025.115562openalex-snapshot
Creating human-technology synergies at the organizational frontlines
inferred← citeshttps://doi.org/10.1016/j.jbusres.2025.115703openalex-snapshot
The feeling skills gap: the role of empathy in voice-driven AI for service recovery
inferred← citeshttps://doi.org/10.1016/j.jhtm.2023.01.001openalex-snapshot
When the servicescape becomes intelligent: Conceptualization, assessment, and implications for hospitableness
inferred← citeshttps://doi.org/10.1016/j.jhtm.2023.05.007openalex-snapshot
Unpacking technological and interpersonal interaction on value co-creation and outcomes in trade show: A dyadic examining view
inferred← citeshttps://doi.org/10.1016/j.jhtm.2023.10.015openalex-snapshot
Hotel guest-robot interaction experience: A scale development and validation
inferred← citeshttps://doi.org/10.1016/j.jhtm.2026.101449openalex-snapshot
Preferential treatment in the age of robots: Who wins customer hearts?
inferred← citeshttps://doi.org/10.1016/j.jretconser.2020.102171openalex-snapshot
Recipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experience
inferred← citeshttps://doi.org/10.1016/j.jretconser.2020.102217openalex-snapshot
A neurophysiological exploration of the dynamic nature of emotions during the customer experience
inferred← citeshttps://doi.org/10.1016/j.jretconser.2020.102356openalex-snapshot
Self-service technology in supermarkets – Do frontline staff still matter?
inferred← citeshttps://doi.org/10.1016/j.jretconser.2021.102520openalex-snapshot
Short-term and long-term effects of touchpoints on customer perceptions
inferred← citeshttps://doi.org/10.1016/j.jretconser.2021.102661openalex-snapshot
Robotic service quality – Scale development and validation
inferred← citeshttps://doi.org/10.1016/j.jretconser.2022.102937openalex-snapshot
(Im)Balanced customer-oriented behaviors and AI chatbots' Efficiency–Flexibility performance: The moderating role of customers’ rational choices
inferred← citeshttps://doi.org/10.1016/j.jretconser.2022.103002openalex-snapshot
The impact of service robots in retail: Exploring the effect of novelty priming on consumer behavior
inferred← citeshttps://doi.org/10.1016/j.jretconser.2022.103126openalex-snapshot
A Classification of Information-Oriented Pos Technology from Customer Perception
inferred← citeshttps://doi.org/10.1016/j.jretconser.2022.103176openalex-snapshot
Together or alone: Should service robots and frontline employees collaborate in retail-customer interactions at the POS?
inferred← citeshttps://doi.org/10.1016/j.jretconser.2023.103700openalex-snapshot
How does AI technology integration affect employees’ proactive service behaviors? A transactional theory of stress perspective
inferred← citeshttps://doi.org/10.1016/j.jretconser.2024.103871openalex-snapshot
The effect of empathetic response and consumers’ narcissism in voice-based artificial intelligence
inferred← citeshttps://doi.org/10.1016/j.jretconser.2024.104028openalex-snapshot
Anthropomorphic last-mile robots and consumer intention: An empirical test under a theoretical framework
inferred← citeshttps://doi.org/10.1016/j.jretconser.2024.104205openalex-snapshot
Balancing identity diversity and product contexts: Understanding consumer trust in AI-enhanced chatbot services
inferred← citeshttps://doi.org/10.1016/j.jretconser.2025.104229openalex-snapshot
Providing social support in technology-based service encounters: Activating intrinsic motivations to create better outcomes
inferred← citeshttps://doi.org/10.1016/j.jretconser.2026.104945openalex-snapshot
When service robots become teammates and rivals: How dual role perceptions drive hospitality employees’ proactive customer service performance
inferred← citeshttps://doi.org/10.1016/j.jretconser.2026.104960openalex-snapshot
Beyond speed and professionalism: Evidence from a discrete choice experiment on AI coach preferences
inferred← citeshttps://doi.org/10.1016/j.jsinno.2025.200533openalex-snapshot
Ally or adversary? AI and the perceived threat to autonomy in services – The case of real estate professions
inferred← citeshttps://doi.org/10.1016/j.mattod.2021.08.010openalex-snapshot
2D materials inks toward smart flexible electronics
inferred← citeshttps://doi.org/10.1016/j.techfore.2022.121786openalex-snapshot
AI anthropomorphism and its effect on users' self-congruence and self–AI integration: A theoretical framework and research agenda
inferred← citeshttps://doi.org/10.1016/j.techfore.2023.122920openalex-snapshot
Customer engagement, dependence and loyalty: An empirical study of Chinese customers in multitouch service encounters
inferred← citeshttps://doi.org/10.1016/j.techfore.2023.122921openalex-snapshot
Can AI chatbots help retain customers? An integrative perspective using affordance theory and service-domain logic
inferred← citeshttps://doi.org/10.1016/j.techsoc.2025.103133openalex-snapshot
AI-driven unmanned convenience stores: Transforming retail with innovation and experiential quality
inferred← citeshttps://doi.org/10.1016/j.tourman.2019.04.004openalex-snapshot
Front desk technology innovation in hotels: A managerial perspective
inferred← citeshttps://doi.org/10.1016/j.tourman.2022.104716openalex-snapshot
The effect of algorithmic management and workers’ coping behavior: An exploratory qualitative research of Chinese food-delivery platform
inferred← citeshttps://doi.org/10.1016/j.tre.2024.103424openalex-snapshot
Service design under asymmetric service provider competition: Applications of AI services
inferred← citeshttps://doi.org/10.1057/s41599-023-02244-2openalex-snapshot
Comparing the influence of visual information and the perceived intelligence of voice assistants when shopping for sustainable clothing online
inferred← citeshttps://doi.org/10.1057/s41599-024-02600-wopenalex-snapshot
Abstract or concrete? The effects of language style and service context on continuous usage intention for AI voice assistants
inferred← citeshttps://doi.org/10.1057/s41599-024-03265-1openalex-snapshot
Working with AI: the impact of organizational intelligent service strategy on employees’ perception of career achievement
inferred← citeshttps://doi.org/10.1080/00207543.2026.2729776openalex-snapshot
Intrafirm integration versus separation in product and digital service competition
inferred← citeshttps://doi.org/10.1080/00208825.2026.2662468openalex-snapshot
Conversational AI adoption and frontline employee creative performance: moderating role of AI anthropomorphism
inferred← citeshttps://doi.org/10.1080/00913367.2020.1740123openalex-snapshot
Seeing with the Customer’s Eye: Exploring the Challenges and Opportunities of AR Advertising
inferred← citeshttps://doi.org/10.1080/0144929x.2026.2638922openalex-snapshot
Technology-based service adoption decisions: the role of value congruence and emotional dynamics
inferred← citeshttps://doi.org/10.1080/02642069.2019.1672666openalex-snapshot
Service robot implementation: a theoretical framework and research agenda
inferred← citeshttps://doi.org/10.1080/02642069.2020.1748014openalex-snapshot
When AI-based services fail: examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures
inferred← citeshttps://doi.org/10.1080/02642069.2020.1787993openalex-snapshot
The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective
inferred← citeshttps://doi.org/10.1080/02642069.2023.2169277openalex-snapshot
Avatar-mediated service encounters: impacts and research agenda
inferred← citeshttps://doi.org/10.1080/02642069.2023.2199990openalex-snapshot
How satisfactory are empathetic care and robotic assistance in telemedicine services?
inferred← citeshttps://doi.org/10.1080/02642069.2023.2208522openalex-snapshot
How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure
inferred← citeshttps://doi.org/10.1080/02642069.2023.2226596openalex-snapshot
Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence
inferred← citeshttps://doi.org/10.1080/02642069.2026.2620666openalex-snapshot
Human agency in AI-driven work transformation: exploring hospitality employees’ adaptation strategies
inferred← citeshttps://doi.org/10.1080/0267257x.2024.2404857openalex-snapshot
The dimensions of phygital autonomy: losing some, gaining some
inferred← citeshttps://doi.org/10.1080/07421222.2023.2229127openalex-snapshot
The Paradoxical Role of Humanness in Aggression Toward Conversational Agents
inferred← citeshttps://doi.org/10.1080/08839514.2024.2439615openalex-snapshot
Human-Artificial Intelligence in Management Functions: A Synergistic Symbiosis Relationship
inferred← citeshttps://doi.org/10.1080/08853134.2022.2067554openalex-snapshot
Analyzing sales proposal rejections via machine learning
inferred← citeshttps://doi.org/10.1080/08853134.2026.2655975openalex-snapshot
Generative AI and salesperson creativity in value co-creation: a socio-technical process model
inferred← citeshttps://doi.org/10.1080/09537287.2020.1744042openalex-snapshot
The anchoring heuristic and overconfidence bias among frontline employees in supply chain organizations
inferred← citeshttps://doi.org/10.1080/09585192.2020.1871398openalex-snapshot
Artificial intelligence, robotics, advanced technologies and human resource management: a systematic review
inferred← citeshttps://doi.org/10.1080/09585192.2022.2149151openalex-snapshot
New ways of working and the implications for employees: a systematic framework and suggestions for future research
inferred← citeshttps://doi.org/10.1080/09593969.2023.2271191openalex-snapshot
New technology and in-store service encounters: an analysis of coping practices and work experiences among frontline employees
inferred← citeshttps://doi.org/10.1080/09647775.2022.2111334openalex-snapshot
Understanding and harnessing the potential of front-line employees’ self-governance in technologised museums and theme parks: insights from a qualitative study
inferred← citeshttps://doi.org/10.1080/10447318.2022.2091653openalex-snapshot
Effects of Live Streaming Proneness, Engagement and Intelligent Recommendation on Users' Purchase Intention in Short Video Community: Take TikTok (DouYin) Online Courses as an Example
inferred← citeshttps://doi.org/10.1080/10447318.2025.2508308openalex-snapshot
Analyzing the Adoption Intention of Artificial Intelligence and Robotics to Enhance the Quality of Work-Life Among Healthcare Professionals: A Hybrid SEM-ANN Approach
inferred← citeshttps://doi.org/10.1080/13527266.2026.2720664openalex-snapshot
AI in sales communications: Research and practitioner insights for the future
inferred← citeshttps://doi.org/10.1080/13602381.2021.1894770openalex-snapshot
‘It’s not like we can charge for everything’: revenue models to capture value from smart services in Pacific Asia
inferred← citeshttps://doi.org/10.1080/13683500.2023.2214353openalex-snapshot
The augmentation effect of artificial intelligence: can AI framing shape customer acceptance of AI-based services?
inferred← citeshttps://doi.org/10.1080/13683500.2023.2300030openalex-snapshot
Personalizing guest experience with generative AI in the hotel industry: there's more to it than meets a Kiwi’s eye
inferred← citeshttps://doi.org/10.1080/13683500.2024.2348093openalex-snapshot
Augmented or stunted hospitality workers
inferred← citeshttps://doi.org/10.1080/1528008x.2025.2458680openalex-snapshot
A Multidimensional Perspective of Chefs on the Role of Technology in Restaurants
inferred← citeshttps://doi.org/10.1080/1528008x.2025.2511835openalex-snapshot
Navigating Perceived Value and Risk in Hotel Robotic Services: Dual Drivers of Consumer Adoption Intentions
inferred← citeshttps://doi.org/10.1080/19368623.2020.1721394openalex-snapshot
Artificially intelligent device use in service delivery: a systematic review, synthesis, and research agenda
inferred← citeshttps://doi.org/10.1080/19368623.2021.1926038openalex-snapshot
A silver lining in the COVID-19 cloud: examining customers’ value perceptions, willingness to use and pay more for robotic restaurants
inferred← citeshttps://doi.org/10.1080/19368623.2024.2435840openalex-snapshot
Investigating the effect of customer-robot interaction experience on customer engagement behavior and co-creation value: a mixed methods study
inferred← citeshttps://doi.org/10.1080/19368623.2025.2553709openalex-snapshot
Service robots in hospitality: understanding employee perceptions and the role of organizational support
inferred← citeshttps://doi.org/10.1108/978-1-83662-066-220251004openalex-snapshot
AI in Service: Engaging and Retaining Customers Through Technology-based Encounters and Employee Service
inferred← citeshttps://doi.org/10.1108/978-1-83662-330-420251013openalex-snapshot
Evaluating the Impact of Artificial Intelligence on the Tourism Industry in Kolkata: A Strategic Management Perspective
inferred← citeshttps://doi.org/10.1108/apjml-06-2025-1250openalex-snapshot
Perceived value versus intrusiveness: the role of privacy self-efficacy and decision quality in mobile augmented reality try-ons
inferred← citeshttps://doi.org/10.1108/ejm-04-2023-0221openalex-snapshot
Integrating technology within the sales-service ecosystem: the emergent sales techno-ecosystem
inferred← citeshttps://doi.org/10.1108/ejm-10-2017-0759openalex-snapshot
Rules of (household) engagement: technology as manager, assistant and intern
inferred← citeshttps://doi.org/10.1108/ejm-11-2018-899openalex-snapshot
Guest editorial: Marketing as an Integrator in Integrated Care
inferred← citeshttps://doi.org/10.1108/fs-10-2021-0195openalex-snapshot
Linking technology readiness and customer engagement: an AI-enabled voice assistants investigation
inferred← citeshttps://doi.org/10.1108/ijbm-06-2021-0216openalex-snapshot
Examining the role of customers' intrinsic motivation on continued usage of mobile banking: a relational approach
inferred← citeshttps://doi.org/10.1108/ijbm-07-2023-0371openalex-snapshot
The buffering role of collective mindfulness in customer incivility and service sabotage: a multilevel study of Indian banks
inferred← citeshttps://doi.org/10.1108/ijchm-04-2022-0497openalex-snapshot
Smart hospitality: from smart cities and smart tourism towards agile business ecosystems in networked destinations
inferred← citeshttps://doi.org/10.1108/ijchm-07-2020-0789openalex-snapshot
Influences of artificial intelligence (AI) awareness on career competency and job burnout
inferred← citeshttps://doi.org/10.1108/ijchm-08-2021-0960openalex-snapshot
The impact of AI-enabled service attributes on service hospitableness: the role of employee physical and psychological workload
inferred← citeshttps://doi.org/10.1108/ijoem-06-2020-0724openalex-snapshot
Adoption of artificial intelligence in banking services: an empirical analysis
inferred← citeshttps://doi.org/10.1108/ijppm-06-2024-0362openalex-snapshot
Why enhanced service productivity a catalyst for transformation? Optimizing efficiency with flexible service business models
inferred← citeshttps://doi.org/10.1108/ijrdm-07-2025-0564openalex-snapshot
Mapping customer experience through mystery shopping: a case study in automotive dealerships
inferred← citeshttps://doi.org/10.1108/imds-08-2018-0368openalex-snapshot
Artificial Intelligence in FinTech: understanding robo-advisors adoption among customers
inferred← citeshttps://doi.org/10.1108/jbim-10-2025-1043openalex-snapshot
Complementary or substitute? The impact of face-to-face and technology-mediated interaction cues on B2B visitors’ purchase intentions at trade shows
inferred← citeshttps://doi.org/10.1108/jhti-09-2022-0457openalex-snapshot
Top quality hotel managers' perspectives on smart technologies: an exploratory study
inferred← citeshttps://doi.org/10.1108/jhtt-01-2020-0015openalex-snapshot
Understanding travellers’ reactions to robotic services: a multiple case study approach of robotic hotels
inferred← citeshttps://doi.org/10.1108/jhtt-03-2025-0202openalex-snapshot
Adopting AI for HRM in the Malaysian hotel industry: a Delphi study
inferred← citeshttps://doi.org/10.1108/jhtt-10-2024-0664openalex-snapshot
Robots behind the bar: senior patrons’ perspectives on automated bartending experience
inferred← citeshttps://doi.org/10.1108/jkm-02-2021-0086openalex-snapshot
Guest editorial
inferred← citeshttps://doi.org/10.1108/jmh-12-2022-0083openalex-snapshot
Human–technology dichotomy in shaping management history
inferred← citeshttps://doi.org/10.1108/josm-01-2025-0035openalex-snapshot
Augmenting human service agents with intelligent technologies
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