Service Innovation Research Articles

Artificial intelligence in hospitality services: examining consumers’ receptivity to unmanned smart hotels

PurposeWith recent advances in artificial intelligence, the hospitality industry has introduced the concept of unmanned smart hotels staffed by service robots instead of human employees. Research is needed to understand consumers’ receptivity to such an innovation. This paper examines factors associated with consumers’ potential resistance to using automated service hotels via two sequential studies. Given that younger generations of consumers are typically early adopters of advanced technology and innovative services, our sampling approach focused on this consumer group.Design/methodology/approachTwo studies were conducted. Study 1 proposed and empirically tested a theoretical model. Results revealed that attitude, subjective norms and perceived behavioral control each positively influenced individuals’ intentions to use unmanned smart hotels. In Study 2, we further investigated aspects informing perceived security, a key variable in the use of unmanned smart hotels.FindingsFindings showed how people’s beliefs about unmanned smart hotels and security control assurances led to perceived security. These perceptions were shaped by perceived physical risks, privacy concerns, website design and hotel reputation. Overall, this research provides theoretical and practical implications for various stakeholders associated with unmanned smart hotels.Practical implicationsFindings of this study suggested that managers of unmanned smart hotels should design user-friendly, secure processes and offer comprehensive support resources to enhance customer experience and usage.Originality/valueThe findings provide a holistic understanding of consumers’ receptivity to unmanned smart hotels.

The impact of smart elderly care service acceptance on elderly service usage behavior in Xi’an: An analysis of mediating effects based on the UTAUT model and the moderating role of digital literacy

As the aging trend intensifies, the Chinese government prioritizes technological innovation in smart elderly care services to enhance quality and efficiency, catering to the diverse needs of the elderly. This study examines the acceptance and usage behavior of smart elderly care services among elderly individuals in Xi’an, using a modified Unified Theory of Acceptance and Use of Technology (UTAUT) model that includes digital literacy as a moderating variable. Data were collected via a survey of 299 elderly individuals aged 60 and above in Xi’an. The study aims to identify factors influencing the acceptance and usage behavior of smart elderly care services and to understand how digital literacy moderates the relationship between these factors and usage behavior. Regression analysis assessed the direct effects of Performance Expectancy (PE), Effort Expectancy (EE), Social Influence (SI), and Facilitating Conditions (FC) on usage behavior. These dimensions were then integrated into a comprehensive index Service Acceptance to evaluate their overall impact on usage behavior, with behavioral intention examined as a potential mediating variable. Results indicate that EE and SI significantly impact the adoption of smart elderly care services, whereas PE and FC do not. Behavioral intention mediates the relationship between these variables and usage behavior. Additionally, gender, age, and digital literacy significantly moderate the impact of service acceptance on usage behavior. This study provides valuable theoretical and practical insights for designing and promoting smart elderly care services, emphasizing the importance of usability and social promotion to enhance the quality of life for the elderly.

OVERVIEW OF HEALTHCARE INNOVATION AND ENTREPRENEURSHIP

The healthcare system is under constant pressure from a growing and aging population, escalating healthcare costs, limited resources and increasing demand. Achieving the triple aim of healthcare – improving care, improving health and reducing costs – requires innovation. According to the World Health Organization (WHO), health innovation is the development of new or improved health policies, systems, products and technologies, services and delivery methods that improve people’s health, with a particular focus on the needs of vulnerable populations. Health innovations have both technological (innovative products, services or processes) and non-technological (organizational, policy, educational and social innovations) dimensions and play a critical role in improving the productivity, effi ciency, reliability, sustainability, safety and cost-eff ectiveness of health care. This article is the fi rst in a series of publications on innovation and entrepreneurship in health care. The paper examines the main types and categories of innovation and entrepreneurship, analyzes current innovation trends and directions in healthcare, factors that infl uence the adoption of innovative technologies in medical practice, and the characteristics of a human- centered approach to design thinking in healthcare. The article also discusses the concept of value- based healthcare, which focuses on providing the best possible care to achieve the best possible outcomes for each patient, using available resources effi ciently, and how innovation can improve the cost, quality, and access to healthcare.

Network embeddedness and service innovation: the mediating role of knowledge co-creation and the moderating role of digital transformation

Network embeddedness and service innovation: the mediating role of knowledge co-creation and the moderating role of digital transformation

The Impact of Digital Transformation on Service Models and Employee Skill Requirements in Taiwan's Real Estate Brokerage Industry

This paper investigates how digital transformation impacts service delivery models and employee skill requirements in Taiwan's real estate brokerage industry. Through a multiple-case comparison approach, data was collected from 200 participants across real estate firms to examine organizational adaptation to technological change. The research employed structural equation modeling and hierarchical linear modeling to analyze relationships between compensation satisfaction (β = 0.45, p < 0.001), digital competency levels, and internal case circulation patterns. Results demonstrate that digital technologies significantly reshape brokerage operations, with digitalized companies achieving 32% higher client acquisition rates and 45% reduction in transaction processing time. Analysis reveals that employee digital literacy accounts for 28% of performance variance, while organizational support systems explain 23% of technology adoption rates. The findings extend service innovation literature by establishing empirical links between compensation systems and digital transformation success, providing a practical framework for technology integration in Taiwan's real estate sector. This research offers evidence-based recommendations for firms implementing digitalization strategies and developing employee capabilities in response to industry evolution.

Using School-Based Teleconsultation Services to Make Community Health Services Accessible in Semirural Settings of Pakistan: Sequential Explanatory Mixed Methods Study.

In Pakistan's remote areas, quality health care and experienced professionals are scarce. Telehealth can bridge this gap by offering innovative services like teleconsultations. Schools can serve as effective platforms for introducing these services, significantly improving health service access in semirural communities. This study aims to explore the feasibility of introducing school-based teleconsultation services (TCS) to strengthen community health in a semirural area of Karachi, Pakistan. This study used a mixed methods design. A total of 393 students were enrolled for the quantitative component, while 35 parents, teachers, and community stakeholders participated in the qualitative arm (focused group discussion). Proportional computation for the quantitative data was done using SPSS (version 24; IBM Corp), while qualitative data underwent thematic analysis. A total of 1046 successful teleconsultations were provided for 393 students over 28 months. The demographic data showed that the mean age of the students availing TCS was 9.24 (SD 3.25) years, with the majority being males (59.3%, 233/393). Only 1.24% (13/1046) of cases required referrals. The qualitative analysis yielded three themes: (1) transformation of the health care experience, (2) escalating demands for teleconsultation, and (3) the psychological aspect of care. This study demonstrated the efficacy of integrating TCS in a semiurban school in Karachi to address health care accessibility gaps. Implementing TCS through the school platform improved the overall health status of school children while reducing school absences and financial burdens on families. The study highlighted TCS's cost-effectiveness, time efficiency, and quality, with community support for 24/7 availability, expansion to adults, and a reimbursement model. School health nurse-led TCS offers a scalable solution to health care challenges, enhancing health outcomes for school-going children in Pakistan and globally, particularly in low- and middle-income countries, where accessibility is a major issue.

Accessibility services needs of visually impaired patrons in public libraries: a grounded theory study of China

PurposePublic libraries are strong advocates of the development of accessibility for people with disabilities. Understanding the accessibility services needs of visually impaired patrons is highly beneficial for increasing satisfaction with public library services. The purpose of this research is to assess the service capabilities of visually impaired patrons in public libraries and to improve the accessibility of services provided by public libraries for visually impaired patrons.Design/methodology/approachThis research adopts a mixed methods approach. Qualitative data collection involves interviews and surveys with 34 visually impaired individuals in China, applying grounded theory and expectancy theory. Quantitative analysis is then carried out using the Kano model.FindingsThe research reveals four types of accessibility service needs, with visually impaired patrons prioritizing value-added information services and self-service options. In addition, visually impaired patrons are also highly interested in the integration of assistive and innovative technologies within libraries.Originality/valueBy emphasizing a patron-centered approach, this research provides insights into innovative service approaches in public libraries that address the specific needs of visually impaired patrons and contribute essential strategies for bridging the digital divide.

The role of digital competence in improving service quality and employee performance

Orientation: Digital acceleration forces all public service organisations to prepare to shift from traditional methods to digital methods. Thus, this phenomenon challenges today’s public service organisations to present new service innovations with technological elements to create superior performance.Research purpose: This study aims to explore and analyse the impact of digital competence, smart digital services, and service quality on the performance of public service employees.Motivation for the study: Human resources in public service organisations face many challenges, namely how to adapt to technology and create effective services to improve service quality and employee performance.Research approach/design and method: This study was conducted in all government organisations in Central Java province, Indonesia. The sampling technique used was proportional random sampling, so that a sample of 262 civil servants was obtained. This study uses a quantitative method with Structural Equation Model (SEM) analysis.Main findings: The study results show that digital competence has a positive impact on intelligent digital services, which significantly improves service quality and ultimately has a positive impact on employee performance.Practical/managerial implications: The results of this study provide important insights for policy makers in the Central Java Provincial Government, Indonesia, to determine the direction of digital competence development and service innovation in achieving positive performance.Contribution/value-add: This study provides a roadmap for public service organisations to develop employees who can adapt to digital competencies and smart digital services to achieve maximum performance.

Energetic Rhythmic Health Service Innovation at Bojonegoro Regional Public Hospital

This study aims to describe and analyze the Rhythmic Energetic service innovation implemented at Sosodoro Djatikoesoemo Bojonegoro Regional General Hospital. This innovation was analyzed using Rogers' Diffusion of Innovation theory. The research method used is descriptive research with qualitative data analysis. Data were collected through in-depth interviews, observations, and documentation. The results of the study indicate that the Rhythmic Energetic service innovation mostly meets the attributes of innovation according to Rogers' theory. However, there are still some problems, such as the community's difficulty in understanding and interacting with the program, the hospital's lack of understanding of the essence of innovation, lack of supervision in program implementation, and the program's inconsistency with what it should be. In addition, there is a shortage in the number of workers needed and some officers who have not received training. To fix these problems, Sosodoro Djatikoesoemo Bojonegoro Regional General Hospital needs to conduct regular evaluations so that the Rhythmic Energetic service innovation can provide greater benefits to the community. In addition, there needs to be an efficient division of service teams and training for officers who have not received training. Thus, Sosodoro Djatikoesoemo Bojonegoro Regional General Hospital can continue to improve the quality of public services they provide to the community.

The essential factors in higher education – Industry collaboration when developing video-supported collaborative learning

The collaboration between higher education (HE) and education technology (EdTech) companies plays a vital role in developing digitallyembedded learning in the contemporary digital era. The partnership between HE and industry is widely recognized as a means to promote innovation. Moreover, it provides advantages to companies striving to fulfill client requirements. The HE-industry collaboration has garnered increasing attention in academic research. However, there is a lack of studies on the actors’ perspectives and on the required processes and other elements for conducting effective HE-EdTech collaboration in developing learning and teaching in HE. This study addresses this research gap by examining the interprofessional collaborative development process involved in the creation of video-supported collaborative learning. The qualitative research examines the factors of successful collaboration between HE and EdTech companies within the knowledge-building ecosystem framework, using ethnographic data. The findings indicate that the establishment of a knowledge-building ecosystem for the development of digitally-embedded learning in based on collaboration between key actors: teachers, teacher educators, EdTech companies, HE institutions, and students, the end-users and ultimate beneficiaries. The collaboration is manifested in open innovation, practice-based research, and research-based service development processes, and relies on goal setting, continuous dialogue, reflective assessment, commitment, and trust as key elements.

Harnessing Artificial Intelligence (AI) and Blockchain Technology for the Advancement of Finance Technology (FinTech) in Businesses

This brief investigation seeks to explore the significant impact and offer a thorough analysis of the transformative potential of artificial intelligence (AI) and blockchain technology in revolutionizing financial technologies (FinTech) within the context of African business environments. Central to this study is an examination of how AI-driven solutions and blockchain technology can improve efficiency, accessibility, and innovation in financial services. Currently, African businesses face numerous challenges that hinder their overall success. Among these are the prevalence of fraud in Africa’s economy and the absence of credit scoring and reliable risk management, leading to bad debts and poor capital management. The businesses also lack data infrastructure, regulatory compliances, customer engagement and personalisation data privacy, cybersecurity and volatile currencies. Through intensive evaluation, we will be venturing into and showcasing how applications of AI and blockchain technology address these hurdles via techniques involving fraud detection, risk mitigation, advanced credit assessments and scoring for underserved communities, loan origination systems, and automated customer support utilising tools like chatbots, bolstered market analytics, streamlined regulation conformance, and augmented financial inclusivity encompassing digital payment platforms, saving mechanisms, loans, investments, and insurance products. By leveraging AI, African businesses can propel FinTech innovation and progression, foster economic prosperity, and drive sustainable development. The paper comprehensively analyses the current state of AI-driven FinTech solutions in Africa, identifying key factors that can unlock a new era of financial innovation, potential challenges businesses may face in implementing these technologies and our comprehensive research on their solutions.

Does User Involvement in Developing Public Sector Innovations Improve Outcomes? A Set-Theoretic Analysis of European Data

Theories of a service or public sector logic stress that involving users in developing public sector innovations will produce better outcomes, but outcomes also could be influenced by the type of user involvement. We evaluate the relationship between interactive and non-interactive methods of involving users in innovation activities, along with six other factors, on a sample of management reported post-implementation outcomes from public sector innovations. A set-theoretic analysis is applied separately for service and process innovations to identify combinations (recipes) of eight factors associated with positive outcomes. Both interactive and non-interactive user involvement is associated with positive outcomes, but such involveme is always combined with other innovation capabilities or senior management support for innovation. The results have practical implications for managers for how to assemble resources to improve innovation outcomes.

A Study on Innovation Strategies to Wards Post Sales Services with Reference to -Hyundai

The study on innovative strategies towards after-sale support pertaining to Hyundai highlights the company's comprehensive approach to enhancing client contentment as well as loyalty through various innovative measures. Hyundai has implemented a multifaceted strategy that integrates advanced technologies, customer-centric services, and strategic partnerships to redefine the post-sales experience. Hyundai's Strategy 2025 roadmap is a cornerstone of its post-sales service innovation, focusing on transforming the company becoming a Provider of Smart Mobility Solutions. This strategy emphasizes the integration of Intelligent Mobility Equipment and Smart Mobility Services, aiming to offer personalized and seamless mobility experiences. Hyundai plans to leverage data analytics and car connectivity to provide tailored services, including maintenance, repair, financing, insurance, and charging, thereby enhancing customer value and satisfaction

The impact of mobile financial services on farmer entrepreneurship in rural China

ABSTRACT The innovation of mobile financial services (MFS) is a crucial tool in the field of information and communications technology for development (ICT4D). This study investigates the impact of MFS on farmer entrepreneurship in rural China. The findings indicate that MFS adoption has a significantly positive effect on farmer entrepreneurship. However, these effects vary among farmers with different income levels. High-income farmers are most impacted by MFS adoption in terms of entrepreneurial revenue, whereas low-income farmers are most affected by MFS adoption in terms of entrepreneurial engagement and willingness. A significant and positive effect of MFS adoption on entrepreneurial profits is observed for high-income farmers, whereas the effect is insignificant for medium-income farmers. The findings suggest that researchers and policy-makers should pay greater attention to the heterogeneous effects of technology empowerment on rural development.

Innovative factors affecting performance of local government organizations in Thailand

This dissertation aimed (1) to study factors that have causal influences that affect the performance of municipalities. (2) to study the causal relationship model of innovative organizations, innovative capabilities, service innovation and performance management that influences the performance of municipalities. (3) to develop a linear structural equation model of the influence of service innovation, innovation organization, innovative capabilities and performance management that affects the performance of local government organizations in the category of municipalities in Thailand. The sample group were 320 executives of local government organizations in the category of municipalities in Thailand. Sampling was done in 2 steps: stratified and systematic sampling. This study is a quantitative study, and the research tool was a structured questionnaire and data were analyzed by percentage, mean, standard deviation, skewness, kurtosis, and confirmatory component analysis and structural equation model analysis. The findings of this study demonstrate significant direct effects of innovative capabilities, service innovation and performance management on performance of local government organizations in Thailand. Moreover, it was observed that innovative organizations and innovative capabilities also exerted indirect effects on performance of local government organizations through their influence on performance management, serving as mediator variables. Through the development of a structural equation model, it was determined that innovative capabilities had the greatest overall influence on the performance of local government organizations in the category of municipalities in Thailand, followed by performance management, service innovation and innovation organization, respectively. This research study made executives of local government organizations in category of municipalities in Thailand can be used as a guideline in determining strategies for managing their organization to be able to keep up with changes in the digital world and to ensure that the performance of the local government organization achieves the specified goals in terms of both efficiency and effectiveness.

Exploring encounters and prodigies of Islamic banks in non-Muslim states: towards enhancing regulatory frameworks of Islamic banking system

Purpose The primary aim of this study is to explore challenges and prospects of Islamic banking system in non-Muslim states to foster regulatory frameworks of the system. Design/methodology/approach Content analysis as an integral part of qualitative research was used. Secondary data through the exploration of cursory literature was taken into consideration. Findings The findings identified three prime challenges, namely, regulatory, operational and institutional, which are impeding the smooth activities and performances of Islamic banks in using innovative Islamic products and services that can favourably compete with products and services of conventional banking system in non-Muslim states. In addition, strengthening the adoption and performance of Islamic banking in non-Muslim states can efficiently and effectively address the identified and multifarious regulatory, operational and institutional challenges to achieve financial inclusion and overall economic growth. Research limitations/implications Challenges encountered and prodigies or potentials of operating Islamic banking system by most of non-Muslim countries remains a pivotal aspect that needs research attention in the recent. Practical implications Nonetheless, the limitation of this study is that the study relies on the use of secondary data. However, it has provided a substantial direction for future studies in empirically exploring the variables of this study. Social implications Indeed, 19th century was a remarkable turning point in the development and expansion of Islamic banking system in the Muslim world. Many predominant Muslim countries such as Malaysia, Indonesia, Saudi Arabia, Bangladesh, Pakistan, among others have been efficiently and effectively operating Islamic banking system within the framework of Islamic legal provisions. Many non-Muslim countries such as Australia, the UK, USA, etc., have also adopted Islamic banking system. Originality/value It is noted that policy directions of the study among others should address the regulatory frameworks that is Shari’ah-compliant in the operation of Islamic banking system in non-Muslim states. It is therefore suggested that the policymakers, Islamic financial experts and regulators should use the innovation that could bring competitiveness into the operation of Islamic banking system in non-Muslim states.

Changing patterns of social services for the elderly as innovative technologies for preserving social capital

The article examines the main problems faced by older people and suggests innovative practices and technologies of social care at home in order to preserve their social capital. Due to age and health conditions, many older people are limited in their ability to leave home and perform daily tasks and functions. Senile problems represent negative changes that affect people’s lives and are associated with poor health. The key problems of the elderly have been identified. The article notes that senior citizens need timely and long-term care to preserve their social capital, which is best provided at home and with the support of their loved ones. To implement such care, it is necessary to create long-term care centres for the elderly and the disabled. The authors of the article propose to develop services for the elderly at home, introduce innovative technologies and improve the quality of services provided. Social services play a special role in this, which is confirmed by the experience of public service centers. The introduction of innovative service practices and technologies, and the expansion of the number of social services are promising areas for preserving the social capital of the elderly.

From Function to Relation: Exploring the Dual Influences of Warmth and Competence on Generative Artificial Intelligence Services in the Hospitality Industry

Generative artificial intelligence (GenAI) has emerged as a transformative force in the rapidly-evolving hospitality industry. This study examined the correlation of acceptance of GenAI services with perceived warmth and competence, and the consequent correlations with customer outcomes in the hospitality industry. Employing a Hospitality Service Dialogue System prototype, this study collected responses from 1,306 hotel guests. Perceptions of warmth and competence correlated with increased customer intention to use GenAI services and satisfaction. Satisfaction correlated significantly with customer–brand identification and attachment. The Technology Readiness Index moderated the relationships of warmth and competence with the acceptance of GenAI services. This investigation extends the stereotype content model and the behaviors from intergroup affect and stereotypes map framework by integrating them with the technology acceptance literature, unveiling service innovations enabled by technology in the hospitality industry. This study provides hotel managers, technology developers, and marketers with strategic directions for implementing GenAI.

Innovative Microgrid Services and Applications in Electric Grids: Enhancing Energy Management and Grid Integration

Currently, microgrids are a reliable solution for integrating distributed energy resources and managing demand on electricity grids, serving as a pathway towards a responsible energy transition. However, the evolving needs of the sector require specialized approaches to enhance grid flexibility and support the increasing penetration of renewable energy sources and their rising demand. This article explores and characterizes various advanced and innovative services offered by microgrids to improve the resilience, security, and reliability of electricity grids. It analyzes technical advances and novel control methodologies that demonstrate the potential for microgrids beyond mere energy provision. These include ancillary services, services aligned with demand response programs, and advanced asset management and energy resource optimization services. A global case study is conducted to provide a framework for the services that microgrids can provide. The case study validates the efficiency and reliability of electric grids with microgrids and addresses challenges related to their stability and resilience. This research provides a comprehensive perspective on the benefits of implementing microgrids and proposes new guidelines for the deployment of these systems in both urban and rural areas within the framework of energy communities in the Colombian electricity system, emphasizing the need for collaboration among stakeholders to ensure sustainable energy solutions.

A mixed-method approach to designing an entrepreneurial behavior development model in agricultural cooperatives of Kermanshah Province

IntroductionOne of the main problems of agricultural cooperatives in Kermanshah province is the weakness in developing entrepreneurial behaviors. If these entrepreneurial behaviors are developed in agricultural cooperatives, it can be expected that their innovative products and services will be developed and expanded, and the field of improving food security and advancing rural and agricultural development programs in Kermanshah province will be provided. So, the present study aimed to design an entrepreneurial behavior development model in agricultural cooperatives in Kermanshah province using an exploratory mixed-method approach.MethodsIn the qualitative part of the study, the participating team included all key informed individuals in the entrepreneurship area in the cooperatives of Kermanshah province. Thirty participants were selected by snowball purposive sampling. The statistical population of the quantitative phase involved 530 managers and members of the active agricultural cooperatives in Kermanshah province. Among them, 223 were selected by the stratified sampling method and the use of Krejcie and Morgan's table. The data collected in the qualitative phase were analyzed by the Nvivo8 software, and the grounded theory was developed in the form of a conceptual model. In the model analysis, the research hypotheses were first compiled and then analyzed by the path analysis method in SPSS 23 and SmartPLS3 software.ResultsThe results of the quantitative phase showed that the causal conditions impacting entrepreneurial behavior development in agricultural cooperatives encompassed the acquisition of economic profits, personal incentives, enjoyment of human and financial credits, internal disputes, insufficient knowledge of the members, and managerial supports. The intervening factors consisted of sanctions, market fluctuations, and climatic changes, and contextual factors comprised cultural factors, diverse working areas, insufficient financial supports, the development of new markets, the institutions' rate of participation in and cooperation with cooperatives, and administrative bureaucracy. Likewise, the proposed strategies embraced promotional-educational practices, the constant modernization of cooperatives, reduction in administrative bureaucracy, supporting entrepreneurship, developing marketing, transparency in the cooperative, eliminating the intermediates, and supportive-financial policies, all of which gave rise to some consequences such as self-sufficiency in production, prevention from cooperative's depression, the development of producing capacities, an increase in job creation, and improvement in the livings of people. The mentioned model was also evaluated in the quantitative section and subsequently approved.DiscussionBased on the results, it can be said that for the development of entrepreneurial behaviors in agricultural cooperatives, a set of factors must be considered in interaction with each other. Based on the results, it is recommended to increase the information and awareness of cooperative members in the field of improving entrepreneurial behavior.