Corporate Digital Responsibility in Service Firms and Their Ecosystems von Wirtz, Jochen, Kunz, Werner H., Hartley, Nicole, Tarbit, James

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Brave new world: service robots in the frontline von Wirtz, Jochen, Patterson, Paul G, Kunz, Werner H, Gruber, Thorsten, Lu, Vinh Nhat, Paluch, Stefanie, Martins, Antje

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Luxury services von Wirtz, Jochen, Holmqvist, Jonas, Fritze, Martin P

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Platforms in the peer-to-peer sharing economy von Wirtz, Jochen, So, Kevin Kam Fung, Mody, Makarand Amrish, Liu, Stephanie Q, Chun, HaeEun Helen

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Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction von Ashtar, Shelly, Yom-Tov, Galit B., Rafaeli, Anat, Wirtz, Jochen

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When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation von Glikson, Ella, Rees, Laura, Wirtz, Jochen, Kopelman, Shirli, Rafaeli, Anat

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Cost-effective service excellence von Wirtz, Jochen, Zeithaml, Valarie

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Organizational Ambidexterity: Cost-Effective Service Excellence, Service Robots, and Artificial Intelligence von Wirtz, Jochen

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The role of store environmental stimulation and social factors on impulse purchasing von Mattila, Anna S, Wirtz, Jochen

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Congruency of scent and music as a driver of in-store evaluations and behavior von Mattila, Anna S, Wirtz, Jochen

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Viewpoint: Service products, development of service knowledge and our community’s target audience von Wirtz, Jochen

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Unlocking value from machines: business models and the industrial internet of things von Ehret, Michael, Wirtz, Jochen

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Two-directional convergence of platform and pipeline business models von Mody, Makarand, Wirtz, Jochen, Fung So, Kevin Kam, Chun, Helen HaeEun, Liu, Stephanie Q

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Service Employee Responses to Angry Customer Complaints: The Roles of Customer Status and Service Climate von Jerger, Christina, Wirtz, Jochen

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Artificial intelligence empowered conversational agents: A systematic literature review and research agenda von Mariani, Marcello M., Hashemi, Novin, Wirtz, Jochen

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Managing service employees: literature review, expert opinions, and research directions von Wirtz, Jochen, Jerger, Christina

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Artificial intelligence in marketing: Topic modeling, scientometric analysis, and research agenda von Mustak, Mekhail, Salminen, Joni, Plé, Loïc, Wirtz, Jochen

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Essentials of Services Marketing von Wirtz, Jochen

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Service robots: Applying social exchange theory to better understand human–robot interactions von Kim, Hyunsu, So, Kevin Kam Fung, Wirtz, Jochen

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Psychological drivers of referral reward program effectiveness von Orsingher, Chiara, Wirtz, Jochen

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