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This paper aims to deepen the understanding of the service design concept by critically analyzing the existing servitization literature. The paper’s main purpose is to structure service design and offer a clear understanding of how it should be applied.

A systematic literature review was conducted within servitization literature to understand the evolution of the service design concept. The authors use service design pillars (i.e. user-centered, co-creative, sequencing, evidencing and holistic) as a theoretical framework to explain how service design should be effectively incorporated into the servitization journey.

The findings expose a discordant interpretation of the pillars underpinning service design, revealing a paradoxical comprehension that jeopardizes its practical advancement within the servitization literature. The authors propose that service design should first be seen holistically, then target user-centered practices for sequencing service development steps, and finally, co-creating with partners to make the service evident to users. Furthermore, the authors contextualize service design within contemporary and traditional service-related issues such as servitization innovation, customer experience, service-dominant logic, service ecosystems and digital transformation.

This research pinpoints the service design concept’s shortcomings in the servitization literature. The study promotes a critical reflection on the service design concept and its current application, providing avenues for future research.

This study aims to investigate the impact of several factors on customer satisfaction and intention of reusing ride-hailing services that is a new type of passenger urban transport service.

This research applied the Partial Least Squares Structural Equation Modeling analysis method to examine the measurement scale and to analyze the primary data collected from 388 passengers in Vietnam.

This study demonstrates that three dimensions of perceived value, namely, functional value, hedonic value and economic value, positively influence customer satisfaction. The other dimension of perceived value, which is social value, has an ambiguous effect on satisfaction. In addition, personal innovativeness promotes all dimensions of perceived value. In particular, this study highlights that customer satisfaction and corporate image positively impact reuse intention, and corporate image moderates the relationship between customer satisfaction and reuse intention.

This study enriches knowledge about customer behavior using services based on the sharing economy business model. In particular, theoretical and practical implications are provided for researchers and enterprises to find suitable strategies for business.

This paper aims to explore the influence of digital halal literacy and halal destination attributes on revisiting intention through satisfaction and trust as mediating variables.

The study collected data from 308 domestic tourists in Indonesia who visited urban tourist destinations using a Likert-scale questionnaire, conducted between June and July 2023, and analysed using PLS-SEM for comprehensive data collection.

Digital halal literacy and halal destination attributes significantly impact tourist satisfaction and trust, potentially leading to the desire to revisit previously visited destinations. The higher the digital halal literacy and halal destination attributes, the higher the satisfaction and trust of tourists towards these destinations, potentially resulting in their intention to revisit.

This study focused on the Greater Bandung area in western Indonesia, a popular tourist destination. Future studies should explore the eastern region and its surroundings, as they do not differentiate between nature-based and man-made tourism.

The absence of information on halal tourism destinations hinders travellers' understanding and decision-making, particularly considering the preference for symbols as a means of communication, a crucial factor that destination managers must consider.

Visual elements, such as symbols and signage, significantly influence tourist behaviour and experiences, leading to the decision to revisit the destination.

The integration of digital halal literacy and halal destination attributes offers a comprehensive understanding of halal tourism, particularly in terms of revisit intentions.

This study aims to explore how perceived anthropomorphism, perceived warmth, and customer–artificial intelligence (AI) assisted exchange (CAIX) of service robots affect customers’ satisfaction via digital marketing innovation.

A customer satisfaction model was formulated based on the perspective of parasocial relationships and hybrid intelligence; 236 completed questionnaires were returned by partial least squares structural equation modeling analysis.

This study demonstrates that perceived anthropomorphism, perceived warmth and CAIX's impact on digital marketing innovation were supported, and customer satisfaction impacted the continued intention to use service robots.

Restaurants that leverage service robots differentiate themselves from competitors by offering innovative and technologically advanced dining experiences. Integrating AI capabilities sets these restaurants apart and attracts tech-savvy customers who value convenience and efficiency.

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.

This article intends to explore how organizational learning affects innovation in public library services, and the role of public librarians in innovation in library services.

This study collected 375 valid questionnaires from 19 public libraries in Shanghai and Zhejiang based on organizational learning, organizational innovation and employee psychological empowerment theory. Additionally, SPSS and HLM are used to analyze the relationship among the three processes of organizational learning: knowledge acquisition, knowledge sharing and knowledge application, and public library service innovation.

Results show that organizational learning has a significant positive effect on the service innovation of public libraries. Knowledge acquisition and knowledge application in the process of organizational learning have a significant positive influence on the service innovation of public libraries, but the impact of knowledge sharing on service innovation is weak. Employee psychological empowerment has a negative regulating influence on knowledge sharing–public library service innovation, but no significant influence on knowledge application–public library service innovation and knowledge acquisition–public library service innovation.

This research explores the effectiveness of the theory of organizational learning in the field of public libraries and also confirms the role of librarians in the work of public libraries. Together, they promote the innovation of public libraries.

This study aims to explore the attitudes and perceptions of Chinese coffee consumers towards robot baristas, considering the proliferation of automated entities within China's coffee sector.

Employing the extended Technology Acceptance Model 2 as its theoretical framework, this research conducts in-depth interviews with 30 Chinese coffee consumers. The laddering technique is utilized, supplemented by video simulation. Thematic analysis is subsequently employed to scrutinize the data.

The findings delineate six pivotal themes encapsulating Chinese coffee consumers' perceptions of robot baristas – Perceived Introvert Friendliness, Perceived Novelty, Perceived Intellectual Discrepancies, Perceived Efficiency and Reliability, Perceived Emotional Disconnection, and Perceived Labour Market Disruption. Moreover, six motivational themes are identified - Social Status Boosting, Openness to Experience, Ease of Use, Tech-Driven Affordability, Reliable and Uncompromising Quality, and Resistance to Overbearing Service.

The study is limited by its focus on a specific cultural context. Future research could explore cross-cultural perspectives.

The findings of this study offer guidance on how to market and position robotic barista services to appeal to consumer preferences and drive adoption.

Understanding consumer perceptions of robotic baristas has broader social implications, particularly in terms of labour market disruption and the potential impact on traditional coffee professions. Businesses can navigate the social implications of automation more effectively and foster greater acceptance of technological innovations within society.

This study offers insights into the inclinations of Chinese coffee consumers, thereby facilitating informed decision-making and the formulation of effective strategies to expedite the adoption of robotic service.

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 study aims to integrate Delone and McLean’s information system success (DMISS) model with the innovation resistance model to evaluate the relationship between behavioural intention to use (BIU) and innovation resistance in the context of neo-banking. The primary objective of this study is to identify the drivers of neo-banking adoption and the barriers to its adoption and incorporate constructs such as e-trust (ETR) and personal innovativeness (PIV) to provide a more comprehensive understanding of the factors influencing neo-banking adoption.

A structured survey-based questionnaire was used to gather data from a diverse sample population in India. The Partial Least Squares Structural Equation Modeling (PLS-SEM) model was employed to further examine the adoption of neobanking services and users' intention to use neobanking services.

This study reveals a significant correlation between BIU and the uptake of neobanking services, demonstrating the value of consumers' readiness to embrace these offerings. However, resistance to usage has emerged as a major obstacle for consumers concerned about data security, technology reluctance and perceived risks associated with digital-only neobanks.

Analysing the driving and restraining factors will provide substantial information on the formation of consumers' decision-making processes in the Indian banking industry, which is undergoing rapid digital transformation. This information is of great importance to scholars, practitioners and policymakers, as it highlights the factors that may facilitate or impede the adoption of neobanking in India. The outcomes of this analysis will be of particular interest to researchers, experts and stakeholders in the field as they will provide valuable insights into the dynamics of consumer behaviour in the Indian banking sector.

This study represents an initial effort to examine BIUs and usage resistance within the rapidly developing neobanking sector in India. The findings of this study build on the existing research in this area and contribute to the ongoing discussion on the adoption of neo-banking.

This study synthesises the self-determination theory (SDT), expectation-confirmation model (ECM), and protection motivation theory (PMT) to formulate an integrated theoretical framework that elucidates the process of shaping the intention to continue using facial recognition payment (FRP) under the conditional impact of perceived technology security.

Data from 667 Beijing Winter Olympics visitors with FRP experience were collected through an online survey and analysed using variance based-structural equation modelling (VB-SEM).

This study reveals that the intention to continue using FRP evolves through three key stages. Initially, in the expectation stage, the multidimensional concept of artificial autonomy (sensing, thought, and action), which is underpinned by self-determination, is pivotal, strongly influencing perceptions of service enhancement and fostering trust in FRP. Subsequently, the confirmation stage underscores the importance of perceived service enhancement and trust as vital drivers in maintaining FRP usage, while also contributing to subjective well-being. Crucially, perceived technology security emerges as a key moderating factor, enhancing positive perceptions and intentions towards FRP, thus influencing its sustained adoption.

This study stands out by revealing the nuanced interplay between artificial autonomy and user perceptions, particularly concerning service enhancement, technology security, and trust, as they influence well-being and the continued adoption of FRP. Robustly grounded in the integrated theoretical framework of SDT, ECM, and PMT, the study’s findings are critical for comprehending the core elements and specific drivers that promote sustained FRP use, especially as we consider its potential widespread implementation. Therefore, this study not only advances theoretical understanding but also offers practical guidance for optimising FRP deployment strategies in a rapidly evolving technological landscape.