Purpose – Service technologies are transforming the business landscape rapidly and researchers need to pay attention to the changing needs of service research and business practice. The aim of this paper is to explore the current scope of research in regards to emerging service technologies by...

Purpose: Conversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but customers are reluctant to engage with them. A possible explanation is that conversational agents do not make...

Purpose: Nowadays, customers have big chunks of information on their smartphones and can acquire information and make decisions rapidly, oftentimes with the use of specific apps. Most of the research on this topic to date has been conducted from the perspective of the provider, or the company,...

Purpose: Service technologies are transforming the business landscape rapidly. This paper aims to explore the current scope of research in regard to emerging service technologies by comparing the content of articles in academic journals with practitioner-oriented publication outlets....