Purpose: This article harmonizes the causal diagram with the objective tree to evaluate service quality and to identify action strategies that improve the quality of service in the hotel industry.Design/methodology/approach: In stage I, we obtained the quality perception records of 127...

This contribution develops critique from analysing forms of misconduct by knowledge-intensive business services (KIBS) firms, especially the largest, globally located and client-interactive on all five continents. Management consultancy infractions range from supplying spurious advice, to...

The immediate need for servitization and digital technologies like the Internet of Things (IoT), cloud computing and predictive analysis must be addressed in manufacturing industries. This research aims to analyze the impact of manufacturing services transformation management from traditional...

Einleitung -- KI Anwendungsfelder im Service -- KI Customer Journey -- KI Readiness -- KI und Wissensmanagement -- Implementierung von KI im Servicemanagement/Unternehmen -- KI Herausforderungen -- Nachwort.

Die Hotellerie ist in den letzten zwanzig Jahren von zahlreichen Strukturumbrüchen und Krisen erfasst worden und so sind die Herausforderungen, ein Hotelunternehmen erfolgreich zu führen, komplexer geworden. Megatrends wie der demografische Wandel, der Arbeits- und Fachkräftemangel, die...

"As organizations navigate the complexities of modern information systems management (ISM), they face many challenges. Rapid technological advancements, changing workplace structures, and mainstreaming remote work have underscored the need for clear roles, responsibilities, and methods for...

"This prescient Handbook adopts an overarching perspective on service experiences in business contexts. Incorporating up-to-date research and empirical case studies, chapters focus on customer experience design, innovation and management in the digital era. The Handbook of Service Experience...

Purpose: Servitization is a rising trend as companies look for new revenue streams. This paper presents a study of customer care business model evolution in the smartphone industry. The paper identifies key changes in the business models during recent years and their implications for companies...

A firm or an industry can make use of other forms of communication and promotion besides advertising. The most important objective for these complementary promotional activity is to identify and approach prospective customers with a promotional message as precisely as possible. So we can say...

This study aims at assessing the impact of co-creation on service innovation and also explores the dimensions of service innovation in the hotel industry as a performance indicator. The study was carried out through self-administered questionnaires to collect the data from 317 managers and...

Gig economy delivery services such as food delivery are common in many cities. The business model for these services relies on self-employment. Literature suggests that this model can negatively affect service quality and client satisfaction. The study proposes that food-delivery services based...