Journal of Service Management

📢 Highlights from Our Recent "Meet the Editors" Session at Frontiers in Service! 📢 We had an incredible "Meet the Editors" session at the Frontiers in Service Annual Conference, organized by Florida State University !  Our Editorial Director, Linda Alkire (née Nasr), shared valuable insights into the paper publication process and the quality standards we expect. This session also provided a unique glimpse into our journal and the vision of our editorial board. Thank you to everyone who attended and contributed to the enriching discussions. Stay tuned for more opportunities to connect and learn! #MeetTheEditors #FrontiersinService #ResearchInsights #JOSM

Rodoula Tsiotsou, Sertan Kabadayi, Jennifer S. A. Leigh, Julia Bayuk, and Horton, Brent .J. (2024), "To do or not to do? A typology of ethical dilemmas in services (TEDS)", Journal of Service Management, Vol. ahead-of-print No. ahead-of-print. https://lnkd.in/gh94CQtR This paper seeks to deepen and improve our understanding of business ethics in services by developing a typology that reconciles and integrates disparate and often conflicting ideas and viewpoints while providing practical guidance for ethical decision-making. The paper examines current theoretical approaches in ethics to provide an understanding of the ethical theories and how they have been applied and evolved in businesses and marketing. It discusses conceptual issues related to ethical dilemmas and the available typologies. Based on the axioms of the Triple-A Framework for Ethical Service Research, the Typology of Ethical Dilemmas in Services (TEDS) is proposed. The typology identifies three types of dilemmas based on four dimensions considering all service interactions guided by normative ethics (virtue, deontological and consequentialism). The proposed DILEMMAS process illustrates the practical application of TEDS. This paper extends the ethics and services literature by offering a novel theoretical and practical approach to addressing ethical dilemmas. TEDS is authentic, advances our knowledge and applies to all service organizations that aim to manage ethical dilemmas effectively.

Linda Alkire (née Nasr) Anil Bilgihan, My (Myla) Bui, PhD Alex Buoye, Seden Dogan Ph.D., and Seoyoung Kim (2024), "RAISE: leveraging responsible AI for service excellence", Journal of Service Management, Vol. ahead-of-print No. ahead-of-print. https://lnkd.in/d-maxFCu This article introduces the Responsible AI for Service Excellence (RAISE) framework. RAISE is a strategic framework for responsibly integrating AI into service industries. It emphasizes collaborative AI design and deployment that aligns with the evolving global standards and societal well-being while promoting business success and sustainable development. This multidisciplinary conceptual article draws upon the United Nations' Sustainable Development Goals (SDGs) and AI ethics guidelines to lay out three principles for practicing RAISE: (1) Embrace AI to serve the greater good, (2) Design and deploy responsible AI and (3) Practice transformative collaboration with different service organizations to implement responsible AI. By acknowledging the potential risks and challenges associated with AI usage, this article provides practical recommendations for service entities (i.e. service organizations, policymakers, AI developers, customers and researchers) to strengthen their commitment to responsible and sustainable service practices. This is the first service research article to discuss and provide specific practices for leveraging responsible AI for service excellence.

🌟 Exciting News from SERVSIG 2024! 🌟 During this year's SERVSIG conference, our Co-Editorial Director, Professor Linda Alkire (née Nasr), and Executive Board Member, Professor Liliana Bove, had the honor of announcing the JOSM 2023 Robert Johnson Awards. We extend our heartfelt congratulations to all the recognized authors! Your exceptional contributions to the field of service management are truly inspiring and pave the way for future advancements. Robert Johnson Awards celebrate excellence in research and the ongoing pursuit of knowledge. We look forward to seeing even more groundbreaking work in the years to come! 🌟 Outstanding Paper: "Building organizational resilience with digital transformation" (Issue 1) Authors: Zeya He, Huiling Huang, Hyeyoon Choi and Anil Bilgihan ⭐ Highly Commended Papers:   "Immersive netnography: a novel method for service experience research in virtual reality, augmented reality and metaverse contexts" (Issue 1) Author: Robert V. Kozinets s:    "Circular service management: toward conceptual understanding and service research priorities for a more sustainable future" (Issue 6) Authors: Ingo Oswald Karpen, Bo Edvardsson, Bård Tronvoll, Elina Jaakkola and Jodie Conduit "Linking servicescape and experiencescape: creating a collective focus for the service industry" (Issue 2) Authors: Jay Kandampully, Anil Bilgihan and Sally Mohamed Amer ✨ Outstanding Reviewers: Jaylan Azer, University of Glasgow Tuomas Huikkola, University of Vaasa Jeroen Schepers, Technical University Eindhoven #JOSM #JournalOfServiceManagement #SERVSIG2024 #RobertJohnsonAwards #ResearchExcellence

Congratulations to our Co-Editorial Director Linda Alkire (née Nasr) for being named the 2024 American Marketing Association SERVSIG Emerging Scholar Award winner 🏅 ! This annual award recognizes exceptional contributions to advancing the study of service research by a researcher within 10 years of PhD defense. #JOSM #EmergingScholarAward #SERVSIG2024 #TSR #ServiceResearch

That's a wrap ! The Journal of Service Management Editorial Team had a great time at the 13th edition of the AMA SERVSIG Conference hosted at KEDGE Business School in Bordeaux, France.💡 Highlights of the Conference: ▪ Great and inspiring "Meet the Editors" session during which participants had the opportunity to meet and exchange with our Co-Editorial Director Linda Alkire (née Nasr) ▪ Productive and enriching "Editorial Review Board Meeting", facilitated by Mahesh Subramony, Allard Van Riel and Linda Alkire (née Nasr) during which we collectively discussed ways forward. We take again the opportunity to thank all JOSM Associate Editors, members of the Editorial Advisory Board and reviewers for their continuous and rigorous work! #JOSM #SERVSIG2024

🤝 All members of the JOSM Executive Advisory Board are invited to the special session "JOSM Editorial Review Board Meeting" organized on the 8th of June (12:30-13:30) at SERVSIG 2024. See you there! [This session is only accessible for JOSM EAB members] #JournalOfServiceManagement #JOSM #EditorialReviewBoardMeeting #SERVSIG2024

📢 SERVSIG 2024 attendees 📢 Let's meet our Co-Editorial Director Linda Alkire (née Nasr) during the "Meet the Editors" session organized on the 8th of June (11:00-12:30) at #SERVSIG2024 ! This session aims to foster discussions and knowledge sharing with the editors, as well as tips for publication in #JOSM. Join us! SERVSIG #JournalOfServiceManagement #JOSM #SERVSIG2024 #MeetTheEditors

🌟 Discover the interplay between Customer Engagement and Responsible Business Practices 🌟 We invite you all to read this insightful article and join the conversation on how we can better integrate customer engagement with our commitment to responsible business practices. Access the article here: https://lnkd.in/eCDGtPmb 🚀 Insights : - Provides a conceptual framework to guide ESG professionals to navigate complex CE-related tensions when pursuing responsible business practices. - Offers a theoretical foundation to inspire future service research. - Aims to enhance social benefits by helping service organizations balance CE and responsible business practices effectively. Together, let's drive positive change! ServCollab #CustomerEngagement #ESG #CSR #DEI #ResponsibleBusinessPractices #JOSM #JournalOfServiceManagement

Dear colleagues, I am thrilled to see that the paper "To do or not to do? A typology of ethical dilemmas in services (TEDS)," we co-authored with Sertan Kabadayi, Jennifer S. A. Leigh, Julia Bayuk, and Brent B. Horton, has been published in the Journal of Service Management! Thank you, Yuliya Komarova Ph.D. , guest editor, and Jay Kandampully, editor of JOSM, for your guidance and support throughout the review process! Grateful to the two reviewers who have devoted time and effort to provide us with valuable feedback and improve the paper! Thank you, Fordham Gabelli School of Business, for sponsoring the "Responsible Business Thought Leadership Conference" and Sertan Kabadayi for bringing us together for this project! This paper seeks to deepen and improve our understanding of business ethics in services by developing a typology that reconciles and integrates disparate and often conflicting ideas and viewpoints while providing practical guidance for ethical decision-making. The typology of ethical dilemmas in services (TEDS) identifies three types of dilemmas based on four dimensions considering all service interactions guided by normative ethics (virtue, deontological, and consequentialism). Furthermore, we propose the DILEMMAS process, providing specific guidance to TEDS's implementation in service firms. You can read the full paper here: Tsiotsou, R.H., Kabadayi, S., Leigh, J., Bayuk, J. and Horton, B.J. (2024), "To do or not to do? A typology of ethical dilemmas in services (TEDS)", Journal of Service Management, Vol. ahead-of-print No. ahead-of-print. https://lnkd.in/dVZ9vgBC #Ethics #Ethicaldilemmas #Businessethics #Services #dilemmas #responsiblebusiness