Journal of Service Management

Emerald

AJG 2ABDC A

Recent paperssorted by most recent

Paper	Year	Citations
AI agents in service experience: towards autonomous and conscious agency Mohamed Irfan Shaikh et al.	2026	1 citations
Critical engagement as social-justice-informed public service management: transcending the resistance framework Shachar Timor-Shlevin	2026	0 citations
From smart service systems to smart service relationships (SSRs): conceptualization, dynamics, and practices Sara Belghiti et al.	2026	0 citations
University–industry collaboration for AI-driven service innovation Alexandra Kriz et al.	2026	0 citations
Understanding AI service failures: insights from attribution theory Wenqi Zhang et al.	2026	0 citations
From support to empowerment: AI-enabled transformative service for positive aging Alei Fan	2026	0 citations
Gameful affordance management for engagement and retention (GAMER) framework: organizational practices to manage consumer affordances in gamified services Keshav Gupta et al.	2026	0 citations
Digitalization strategy in service ecosystems: managing the interplay of tensions and empowerment Saba Samadi et al.	2026	0 citations
How generative AI companions alleviate situational vulnerability and enhance consumer well-being Ahmed Gamal Elkattan et al.	2026	0 citations
The innovation–sustainability nexus: how communication channels shape perceptions and outcomes Anissa Fedji et al.	2026	0 citations
Impact of task type and explanation of failure reasons on users’ willingness to forgive in generative artificial intelligence: cognitive neural mechanisms Rui Sun et al.	2026	0 citations
Augmenting human service agents with intelligent technologies Bea Waelbers et al.	2026	0 citations
Addressing vulnerability in customer experience with AI-agents Gautam Jha et al.	2026	0 citations
Balancing truth and lies: ethical management of AI in service encounters Hannah Snyder et al.	2026	0 citations
Measuring customer perceptions of innovativeness Valarie A. Zeithaml	2026	0 citations
Services for older adults: challenges and opportunities in the longevity economy Bo Edvardsson et al.	2026	0 citations
Service recovery by AI or human agents: Do failure and strategy context matter? Andreas Fürst et al.	2025	16 citations
The healthy aging and service firms: the promise of smart technologies Jochen Wirtz et al.	2025	15 citations
Service robot–employee task allocation strategies: well-being within the intrusion challenge Chelsea Phillips et al.	2025	12 citations
Responsible aging: integrating individual and intergenerational well-being Kristina Heinonen et al.	2025	8 citations

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