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“The purpose of this paper is to review the literature on service innovation during the past two decades and provide an analysis of sources of publication, citations and authorship using bibliometric analysis techniques (VOSviewer).” This paper aims to assesses the important trends, enhance the academic debate, identify research gaps and propose future directions and a research agenda.

This paper examines 176 articles in English language published from 2002 to 2022 from the Scopus database by adopting the bibliometric technique using VOSviewer software. This paper analyzes the different levels and boundaries of service innovation using bibliometric analysis of “service innovation research” using VOSviewer software. The methodology analyzes the number of citations, co-citations, keywords, authors, journals and countries.

The review of the past 20 years indicates a substantial growth in the number of good research publications on service innovation. The UK, the USA, Sweden and Australia dominate this research area with the most articles published to date under the subject area of “Business management.” The review highlighted that most of the studies on service innovation focused on products, companies and processes in the services industry. The most critical factors behind service innovation failure are improper management and lack of knowledge. The citation analysis revealed various research implications and directions for the future.

This study focuses only on service innovation and excludes research on performance management and control. Thus, future studies may explore this area of research in future studies. Only research articles were analyzed; conference papers, reports, manuals and white papers from practice were excluded. Research implications indicate that future studies on service innovation would be essential for organizational excellence, not process excellence.

This paper provides a comprehensive overview of the current status and essential trends of research on service innovation. This study identifies the research gaps and provides a clear research agenda for understanding the various elements of service innovation.

The purpose of this paper is to explore the emergence of innovation in smart service systems to conceptualize how actor’s relationships through technology-enabled interactions can give birth to novel technologies, processes, strategies and value. The objectives of the study are: to detect the different enablers that activate innovation in smart service systems; and to explore how these can lead dynamically to the emergence of different innovation patterns.

The empirical research adopts an approach based on constructivist grounded theory, performed through observation and semi-structured interviews to investigate the development of innovation in the Italian CTNA (Italian acronym of National Cluster for Aerospace Technology).

The identification and re-elaboration of the novelties that emerged from the analysis of the Cluster allow the elaboration of a diagram that classifies five different shades of innovation, introduced through some related theoretical propositions: technological; process; business model and data-driven; social and eco-sustainable; and practice-based.

The paper embraces a synthesis view that detects the enabling structural and systems dimensions for innovation (the “what”) and the way in which these can be combined to create new technologies, resources, values and social rules (the “how” dimension). The classification of five different kinds of innovation can contribute to enrich extant research on value co-creation and innovation and can shed light on how given technologies and relational strategies can produce varied innovation outcomes according to the diverse stakeholders engaged.

This paper aims to provide a comprehensive framework on how and when musical elements such as keys, complexity, tempo and volume influence consumers’ mood, attention, information recall, product evaluation and purchase decisions in the context of retail therapy.

This paper builds on a critical literature review to develop a conceptual framework and formulate relevant propositions, leveraging self-regulation and self-control theories.

Through our analysis of these studies, we found that in musical retail therapy, minor keys paired with high complexity can intensify negative moods and negative product evaluation. Conversely, major keys combined with low complexity can moderate negative and positive moods, leading to positive product evaluations. We argue that high tempo and high volume can invoke high arousal and low impulse control, leading to low attention and low recall. This subsequently moderates the negative mood, resulting in weak negative product evaluation. Low tempo and low volume, however, invoke low arousal and high impulse control, leading to high attention and high recall, which moderates negative mood and negative product evaluation.

Reflecting on the limitations of the existing studies, this conceptual work proposes a comprehensive theoretical framework for understanding the significance of musical elements in retail therapy that can enhance consumers moods and experiences. Further, the current paper is different from the existing literature in that it helps academic researchers and marketers understand different ways to use musical elements that can positively affect consumer behavior in a complex situation like retail therapy.

This study examines the association between behavioral loyalty and satisfaction scores for banks. Past work has generally viewed the link between satisfaction and loyalty to be one way – satisfaction causes or induces loyalty. This study suggests the relationship may not be just one-way, and that current loyal behavior towards banks (measured as using 1, 2 or 3 banks) may be related to satisfaction scores: the more banks used, the lower the satisfaction score.

The study employs large-scale survey data from the UK YouGov panel. It analyses satisfaction scores for 16 banks, from consumers who use either 1, 2 or 3 banks.

Banks receive lower satisfaction scores from their customers who use one other bank, compared to customers who do not use one other bank. Furthermore, users of two banks are less satisfied with either of them compared to users of one, and users of three banks are, on average, less satisfied with each of them compared to users of two.

The results will help managers and researchers better understand satisfaction scores. For example, part of the reason why a bank obtains low satisfaction scores could be that it has a large proportion of dual or multi-bank customers. Next, knowing that satisfaction scores differ according to the number of banks currently used may contribute to a more nuanced understanding of the link between satisfaction and future loyalty.

The study is highly original in proposing a novel hypothesis relating to bank usage and how it relates to satisfaction scores.

The purpose of this study is to evaluate service robots as an alternative service provider that can reduce customers’ social discomfort in hospitality service encounters. Specifically, the authors discuss when and in what scenarios service robots can alleviate such social discomfort and explain this effect from the perspective of dehumanization.

Following a social constructivist paradigm, the authors adopt a qualitative research design, gathering data through 21 semistructured interviews to explore why the presence of service employees causes customers’ social discomfort in hospitality service encounters and how service robots alleviate such discomfort.

This study’s results suggest that both the active and passive engagement of service employees are sources of customers’ social discomfort in hospitality service encounters; thus, adopting service robots can help reduce such discomfort in some scenarios. Customers’ differentiating behaviors, a downstream effect of social discomfort, are also addressed.

Service robots can reduce customers’ social discomfort in certain scenarios and influence their consumption behaviors. This finding offers actionable insights regarding the adoption of service robots in hospitality service encounters.

This research enhances the understanding of social discomfort in hospitality service encounters and expands the research on service robots. To the best of the authors’ knowledge, it is the first attempt to reveal the bright side of robots in service encounters from a dehumanization perspective.

This work tries to detect the factors that can impact service innovation in the retail sector according to a service ecosystem (SES) perspective. This paper aims to understand whether it is possible to study innovation focusing on the impact of technology on resource integration practices in SESs and to rank different patterns of innovation by evaluating their effects in terms of value co-creation.

To show up the perception of actors, a case study has been carried out through semi-structured interviews. The aggregates of practices and the service innovation archetypes, drawn from the theoretical background, have been used as categories of analysis.

Service innovation is reconceptualised as the result of the application of new technology to resource integration practices in the retail SES, and it is possible to rank its patterns and outcomes by deepening its effects on the emergence of value co-creation phenomena. Shared intentions have been identified as drivers of service innovation, but greater transparency in systems used to embolden a higher willingness to use could be necessary.

Service innovation has been studied by focusing on value co-creation; for this reason, the willingness to use technology emerged as a determinant of service innovation. This result implies the need for a multilevel reinterpretation of contemporary SES, both regarding the technical features of digital solutions and their adherence to users' skills and the effects of willingness or unwillingness to use on value co-creation.

Sustainability transitions (STs) refer to large-scale step changes in complex systems required to face sustainability issues. We aim to delineate how they can unfold in service ecosystems, especially when inspired by regenerative thinking.

We develop a conceptual framework based on a processual view of STs and provide a propositional inventory based on literature leveraging deductive reasoning. Moreover, we contextualize our conceptualizations by showing illustrative examples of cities coping with STs.

We connect the perception of unsustainability with the shift toward service-dominant (S-D) logic and identify them as triggers of an ST; we focus on the role of nested service ecosystems and the adoption of regenerative thinking in STs; finally, we highlight the domino effect that can drive continuous change towards sustainability in service ecosystems. Future research could be focused on (loss of) sensemaking for driving STs, practical approaches to deal with institutional tensions in nested service ecosystems and the possible fractality of ST processes in service ecosystems.

This study supports the understanding of STs in cities and other systems such as industries, markets and organizations. It contributes to ST literature by suggesting the adoption of S-D logic and system lenses to identify, drive and cope with system changes toward sustainability, showing implications for policymakers and practitioners. Furthermore, it contributes to S-D logic by unfolding the self-adjustment of service ecosystems and the focus of sustainability initiatives on nested service ecosystems to sustain the broader systems. Finally, it contributes to transformative service research by identifying how the procedural and inspirational principles characterizing regenerative thinking can support design for STs.