This paper explores changes in technology-enabled omnichannel customer experiences in
stores over a five-year period (2014–2019). It contributes to the omnichannel-experience …

This paper explores the future of the physical store within omnichannel retail and
specifically, the prerequisites of the designed retail environment in optimizing customer …

Purpose This paper aims to synthesize the existing literature on virtual reality (VR) in the
luxury fashion industry, discuss the current practical applications of VR technologies and …

Purpose This study aims to understand customer equity and loyalty using augmented reality
(AR) and employee services in a physical retail environment. The current study investigated …

Purpose The study aims to promote the use of qualitative methods in service research by
investigating how these methods are reported in service journals, how the level of reporting …

Purpose This editorial aims to identify new research priorities in the service marketplace that
are emerging because of consumer and organizational trends in the shadow of the global …

Purpose This paper aims to explore the effects of interpersonal conflicts in the social
workplace on various rationalized, knowledge-hiding behaviors in service organizations …

Purpose Continuous change has long been recognized as a core characteristic of retailing,
its recent acceleration unprecedented, yet innovation in retailing remains under-researched …

Unintended consequences of service are important yet infrequently examined in
transformative service research. This research examines an online service community that …

Purpose The aim of this paper is to encourage service researchers to consider the long-term
or permanent impact of the coronavirus-2019 (COVID-19) on services, service delivery …