The discrepancy between platform positioning and user needs, termed positioning deviation, is a critical determinant of user churn and potential platform failure. Platform service innovation can be potential remedy to correct positioning deviation. As such, understanding the mechanisms and...

This study develops a moderated mediation model to investigate the relationship between organizational innovativeness and organizational competitiveness, with service innovation as a mediating variable. It further explores the moderating effects of organizational support and organizational...

The increasing introduction of intelligent, interactive robots in the service industry raises concerns about the potential dehumanization of service provision and its influences on corporate brand perceptions. To avoid adverse effects, new service development (NSD) managers seemingly favor...

Based on a product’s technology, service innovation can enable manufacturing enterprises to alleviate the fierce market competition brought about by product homogeneity. However, excessive investments in services may cause manufacturing enterprises to fall into the servitization paradox, and...

Although the literature highlights the role of ties with service intermediaries in facilitating firms' search for innovation, the relationship between these ties and exploratory versus exploitative service innovation remains unclear. In line with the innovation search perspective, we combine...

Managing service towards better customer experiences: Digitalization, service infusion, and service innovation -- Service management: Evolution and moving forward -- Service management through service platforms and digitalization -- Strategies for service growth -- Value co-creation through...