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As more and more technologies are infused into service delivery, service providers must continuously renegotiate the ways in which they understand service delivery across increasingly high-tech, low-touch modalities. This exploratory qualitative study examines what health care service providers experience when offering separated services in the empirical context of telehealth. In-depth phenomenographic interviews sourced across multiple hospital and health care sites revealed that service providers experience (1) depersonalization, (2) clinical voyeurism, (3) intangibility negotiation, and (4) a need to manage change around identities and roles. These emergent understandings highlight the individual and qualitatively distinct differences in the ways in which service providers experience service separation in telehealth. Our findings address current service science priorities to leverage technology for service delivery as a way to advance separated service design. Further they provide an understanding-based approach toward building new theories from the service provider's perspective on separation in technology-infused services. Our findings suggest strategies and tactics service providers use to overcome the potential challenges arising from not being physically colocated with their customers during service separation.

PurposeThe paper aims to examine whether (1) deviation of design (i.e. objective design newness) is distinct to consumers' perception of design newness (i.e. subjective design newness) and (2) subjective design newness rather than objective design newness evokes the emotion of interest and enhances product evaluation.Design/methodology/approachIn total five sets of quasi-experiments were conducted on the natural manipulations of design newness. Specifically, the first four studies examine consumers' perception of design newness, feeling-of-interest and product evaluation toward old and new Apple's iOS (i.e., iPhone OS) icons when a new Apple's iOS is released. The fifth study generalized the findings to the new design of XiaoMi MiPhone.FindingsAcross five quasi-experimental studies, the authors found that (1) consumers do not necessarily perceive an objectively new design to be subjectively new; (2) subjective design newness, but not objective design newness, evokes interest and (3) interest, in turn, enhances product evaluation and behavioral intention toward an innovation.Research limitations/implicationsThe current finding extended the current literature on design newness by demonstrating that subjective (vs objective) design newness provides a more holistic account of consumers' interest and positive product evaluation toward the innovations.Practical implicationsThe research showed that simply updating or altering the design of a product does not evoke consumers' perception of design newness and positive product evaluation. Instead, designer and managers must explore ways to evoke consumers' perception of novelty, complexity, unfamiliarity, atypicality and difference. Furthermore, the current finding demonstrated that subjective design newness can be used to evoke consumer interest and, therefore, result in positive purchase evaluation.Originality/valueThe current research is the first to examine (1) the difference between objective and subjective design newness, (2) the emotional response toward design newness and (3) the emotion of interest as a mediator that explain the strong relationship between design newness and positive product evaluation.

Digitization, artificial intelligence, and service robots carry serious ethical, privacy, and fairness risks. Using the lens of corporate digital responsibility (CDR), we examine these risks and their mitigation in service firms and make five contributions. First, we show that CDR is critical in service contexts because of the vast streams of customer data involved and digital service technology's omnipresence, opacity, and complexity. Second, we synthesize the ethics, privacy, and fairness literature using the CDR data and technology life-cycle perspective to understand better the nature of these risks in a service context. Third, to provide insights on the origins of these risks, we examine the digital service ecosystem and the related flows of money, service, data, insights, and technologies. Fourth, we deduct that the underlying causes of CDR issues are trade-offs between good CDR practices and organizational objectives (e.g., profit opportunities versus CDR risks) and introduce the CDR calculus to capture this. We also conclude that regulation will need to step in when a firm's CDR calculus becomes so negative that good CDR is unlikely. Finally, we advance a set of strategies, tools, and practices service firms can use to manage these trade-offs and build a strong CDR culture.

Consumers are known to show a paradoxical tendency to favour both familiar and novel marketing stimuli such as products and advertisements. However, an explanation for this paradox has yet to be proposed. This provides immense challenges for marketing practices that conventionally strive to build familiarity (e.g. building awareness, recognition, recall, and customer relationships). Using the emotion differentiation framework, this theoretical paper shows that this paradox is a result of two distinct emotions – liking and interest. Specifically, consumers like familiarity but are interested in novelty. This paper offers six empirical propositions to: (1) differentiate interest from liking; (2) show that liking motivates consumers to favour familiarity whereas interest motivates consumers to prefer novelty; (3) demonstrate that interest accounts for previously explained boundary conditions of the familiarity–liking effect; and (4) provide insights to explain previous conflicting findings in the field of innovation, advertising, and consumer psychology research.