Wafa Hammedi

• Head of NADI-CeRCLe- Research Center in Marketing and Service Management at University of Namur

Purpose This study explores how the format of explanations used in artificial intelligence (AI)-based services affects consumer behavior, specifically the effects of explanation detail (low vs high) and consumer control (automatic vs on demand) on trust and acceptance. The aim is to provide service providers with insights into how to optimize the f...

Purpose-The purpose of this paper is to explore the challenges, interplay and potential directions for future service research to address the first three Sustainable Development Goals (SDGs) of no poverty, zero hunger and good health and well-being. Design/methodology/approach-This commentary examines how service research has addressed these SDGs i...

Purpose The purpose of this paper is to explore the challenges, interplay and potential directions for future service research to address the first three Sustainable Development Goals (SDGs) of no poverty, zero hunger and good health and well-being. Design/methodology/approach This commentary examines how service research has addressed these SDGs...

Despite the popularity of gamification to improve the quality of experience in a variety of services, there is a lack of evidence on its effective integration into service design and the long-term impact of repeated gamified activities on customer experience. Using 10 studies, including behavioral data, survey, field, and laboratory experiments, th...

While scholarly acumen of consumer engagement, defined as a consumer's resource investment in his/her brand interactions, is burgeoning, its theoretical interface with consumer stress remains tenuous, exposing an important literature-based gap. Specifically, consumers' engagement with brands, or brand-related elements (e.g., online brand communitie...

Purpose Because new-age technologies are gaining a broader interest among service scholars and practitioners, it is critical to identify these technologies and examine the roles they play. The examination needs to be conducted to design engaging customer and service experiences in new phygital settings that connect physical and digital environments...

Government policies focused on Open Government Data (OGD) often aim to stimulate the provision of public, interoperable data towards any user, including lay citizens, through online portals. However, these OGD portals are mostly developed for expert users. This hinders the realization of critical values such as transparency, empowerment, and equali...

Government policies focused on Open Government Data (OGD) often aim to stimulate the provision of public, interoperable data towards any user, including lay citizens, through online portals. However, these OGD portals are primarily developed for expert users. This hinders the realization of transparency, empowerment, and equality of access. This sy...

The use of social media for innovation requires firms to manage rapid information transfers, big data, and multiway communication. Yet managers lack clear insights on the way social media should be managed and current literature is dispersed across various research streams. In this article, the authors aim to develop a better understanding of how s...

Purpose Despite having inadequate resources, highly impoverished patients tend to seek and share health information over social media groups to improve each other’s well-being. This study aims to focus on access to health-care information for such patients and aims to provide an understanding of how online health-care communities (OHCs), as transfo...

Purpose The purpose of this special issue is to advance discussions on how the richness, complexities and challenges of the Middle East and Africa (MEA) context can contribute to the understanding of under-researched, as well as newly emerging, phenomena within the service research field. Design/methodology/approach This special issue of the Journ...

Purpose-The purpose of this special issue is to advance discussions on how the richness, complexities and challenges of the Middle East and Africa (MEA) context can contribute to the understanding of under-researched, as well as newly emerging, phenomena within the service research field. Design/methodology/approach-This special issue of the Journa...

Though ample studies address the cocreation process, scholarly understanding of the outcome of such cocreative processes (i.e. cocreated value) lags behind, particularly with respect to brand-related cocreated value. Based on this gap, we explore S-D logic-informed customer cocreated brand value (CCBV), which reflects a customer’s assessment of the...

Purpose-While the customer brand engagement (CBE) research has advanced important insight, most studies to date explore CBE under regular, free-market conditions, yielding an important knowledge gap regarding its manifestation under less regular conditions, including disaster/ pandemics. This study, therefore, aims to explore CBE with essential/non...

Purpose While the customer brand engagement (CBE) research has advanced important insight, most studies to date explore CBE under regular, free-market conditions, yielding an important knowledge gap regarding its manifestation under less regular conditions, including disaster/pandemics. This study, therefore, aims to explore CBE with essential/non-...

Rethinking the workplace experience as a means for enhancing the well-being of frontline employees (FLEs) represents a key priority for services. The well-being of frontline employees leads to improved performance and better customer service, such that it enhances the firm's overall competitive advantage and revenue. Therefore, engagement-facilitat...

Purpose Patients, when using healthcare services, (co)create value by integrating their own resources with those of a range of stakeholders. These resource integration activities, however, require different types of skills and effort from the patients, and different types of interactions with stakeholders, while also having different effects on pat...

Purpose This study aims to develop a better understanding of how online health community (OHC) members with different health literacy (HL) levels benefit from their participation, through the analysis and comparison of their resource integration (RI) processes. It investigates through a RI lens how the vulnerability of community members – captured...

While online communities may enhance firm performance, they commonly fail to retain members. To address this challenge, scholars and managers call for the use of gamification. However, despite gamification’s growing use in online communities, insight into its effect on member experience and behaviours remain limited. We hypothesise that gamificatio...

Gamification is attracting the attention of practitioners and researchers because of its power to generate experiential value for users. However, despite its wide adoption by managers, the practice is poorly conceptualized. In response to this theoretical gap, we propose a set of foundational propositions developed using a microfoundational approac...

Where little is known about how users passively resist innovation prior to evaluation, this paper explores both past and current trends through a systematic review of 45 studies (1989 – 2017) related to the consumer decision journey. The literature on adoption largely assumes that consumers are open to change, presuming that all consumers will expe...

Practitioners and researchers are seeking efficient mechanisms to stimulate and manage customer engagement. From this perspective, gamification-defined as the use of game mechanics in traditionally nongame contexts-appears to be particularly promising. This chapter offers an overview defining what gamification is and how it operates. A subsequent a...

Despite the increasing use of gamification mechanics to engage customers in firms' activities, the risks related to such use remain unclear. To address this knowledge gap, this research examines the impacts of losing a challenge, which is a phenomenon experienced by the majority of customers involved in gamified settings but underexplored in litera...

Academics and practitioners acknowledge the relevance of integrating customers in the development of new products and recommend the use of new technologies to this end. Although they play an important role, the development of online platforms is not sufficient for effective engagement of customers, and yet it is considered a key predictor of succes...

Abstract Purpose - Gamification introduces game-like properties into routine service processes to make them more engaging for service employees and users alike. In this article, effects of gamification mechanics, or game design principles, on user engagement are investigated in gamified healthcare services. Design/Methodology/Approach - Through...

Service innovation is often viewed as a process of accessing the necessary resources, (re)combining them, and converting them into new services. The current knowledge on success factors for service innovation, such as formalized new service development (NSD) processes, predominantly comes from studying large firms with a relatively stable resource...

Academics and practitioners acknowledge the relevance to integrate customers in the development of new products or services in terms of innovation and relationship management (Bogers et al. 2010; Nishikawa et al. 2013; Roser et al. 2013). The emergence of online platforms, communities, and social networks has been widely recognized to facilitate th...

Academics and practitioners acknowledge the relevance of integrating customers in the development of new products or services in terms of innovation and relationship management [9,45,69,80]. Engaging customers in the value co-creation process is advocated as a powerful means of establishing a dialogue with them [86], developing a community around f...

Since Prahalad and Ramaswamy published their seminal text, vast literature on value cocreation has emerged. Yet value cocreation still suffers from the lack of a clear consensus about its conceptualization. Using a systematic method, this integrative review provides an overview of 10 years of research dealing with this still emerging concept, to cl...

Abstract : Academics and practitioners acknowledge the relevance of integrating customers in the development of new products and recommend the use of new technologies to this end. However, though they play an important role, the development of an online platforms is not sufficient for effective engagement of customers, yet considered as a key predi...

Depuis l’article fondateur de Prahalad et Ramaswamy (2004a), nous avons assisté à l’émergence d’une vaste littérature dédiée à la co-création de valeur. Cependant, à l’heure actuelle, ce thème souffre toujours d’un manque de consensus en ce qui concerne sa conceptualisation. Adoptant une approche systématique, cet article propose une revue intégrat...

Purpose – The emergence and success of online brand communities in the marketplace have attracted considerable interest; this study seeks to determine the conditions in which people create social environments by investigating the drivers of connections to a focal online brand community and other brand communities. The purpose of this paper is to in...

Managing a portfolio of interdependent innovation projects requires various forms of coordination. Coordination is important to mitigate risk and control resource utilization, but also to ensure that the end users experience the outcome of various innovation projects as integrated solutions to their needs. Simultaneously achieving control and user...

This paper addresses a major gap in reported research on open innovation (OI) literature: How do service firms adopt open innovation? This research focuses on data from eighteen service SMEs in Belgium from high-tech and knowledge-intensive service industries. Based on analysis, we find new insights regarding open innovation practices (i.e., inboun...

Alors que les robots anticipent nos désirs et rédigeront peut-être les articles de demain, nous avons choisi de rassembler 15 cerveaux et 30 mains pour bâtir un projet qui cible l'humain dans cet univers digital. Les nouveaux métiers liés au digital et aux NTIC, parce qu'intangibles, doivent à un moment donné se concrétiser sous forme visuelle. Ch...

Purpose – Business and academia alike have become aware of the crucial role of customer‐to‐customer interactions. Facilitated by the increasing customer connectedness through online media possibilities, companies need to understand how customers influence each other and how to manage these customer interactions. The purpose of this paper is to conc...

In screening decisions, senior managers from various disciplines need to collaborate to evaluate innovation project proposals and decide about the allocation of scarce resources to selected projects. Screening decisions are complex and madeunderhighlevelsofuncertainty,andareconsideredtobeoneofseniormanagement’smostchallengingtasks. In the present f...

Purpose Decision‐making in early stages of technology‐based service (TBS) innovation projects proves to be challenging. Current failure rates in service innovation are high, while the investments in innovation projects are substantial. Research suggests that enhancing decision‐making in the screening stage could substantially increase success rates...

Pre-development activities, such as new product idea screening, are considered to play an important role in innovation success. At the screening stage, a management team evaluates new product and service ideas and makes a first go/no-go decision under high levels of uncertainty and ambiguity. Paying more attention to the decision-making process in...