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This research aims to understand the digital service platform usage intention and behavior from the perspectives of technology adoption and collaborative consumption. Driven by the recent changes in consumer preferences toward non-ownership of digital products and convenience of accessing digital services, it argues that in addition to service and individual-related factors, collaboration indicating social factors (sense of belonging, sharing behavior, sense of sociability) will have a role in the adoption of servitization of the digital service platforms. It further claims that they will contribute to utilitarian, hedonic, and social value perceptions of digital service platforms so that positive value evaluations will lead to behavioral intention and actual usage behavior. It develops a model that incorporates service, individual, and collaboration-related factors and tests their relationships with value perception and hence digital service platform usage intention and behavior by structural equation modelling using a convenience sample data of 519 respondents. The results indicate that service-related factors affect utilitarian value, while collaboration indicating factors affect hedonic and social value. Overall model demonstrates that the intention to use collaborative consumption services is influenced by utilitarian, hedonic, and social value as well as individual-related factors. Furthermore, the intention to use these services leads to actual usage behavior. By linking value perception with service, consumer, and collaboration characteristics, this study draws attention toward a more comprehensive understanding of digital service adoption.

PurposeDigital service innovation (DSI) is a type of technological innovation that is recognized in practice in the innovation structure of companies. Given the breadth of digital technologies that enable digital services and the variety of these services, analysis is needed to discern the nature of these services, as well as the process that culminates in co-innovation. The literature on DSI is fragmented and spread across multiple research areas. This fragmentation impedes conceptualization of the elements that constitute DSI. This paper describes the nature of DSI through the process and elements of initiation, adoption and routinization of DSI in the context of digital service platforms (DSPs).Design/methodology/approachThis paper presents a single exploratory case study of a provider of a leading digital solution in customer relations. The data analysis is based on abductive reasoning.FindingsThe paper conceptualizes the nature of DSI and describes the process and elements of DSI (phases, actors, functions and interactions). It contributes to building a common language for DSI research in service management. The analysis shows that DSI in DSPs is synonymous with co-innovation. This paper offers insight into how co-innovation occurs, using hybrid agile methodologies with the coordination of multiple actors and multilateral interactions.Originality/valueThe originality and value of the study reside in its conceptualization and analysis of what is meant by DSI. The components of the service and the technological requirements for not only provision but also ideation and development appear to be inseparable. The study unveils the mechanisms that turn a digital service solution into a co-innovative proposal. This knowledge can facilitate scalability in digital services.

Purpose Academic research has supported the belief that consumers undertip minority race service workers due to implicit racial biases. However, there has been less focus in examining possible moderating factors. This paper aims to fill this gap by analyzing the role of direct and indirect experience in tipping frontline service workers from a minority background. Given the prominence of customer ratings on digital service platforms and the perception that African Americans are discriminated against, the authors look at the interplay of interaction length (direct experience) and customer ratings (indirect experience) on the relationship between race and tipping. Design/methodology/approach An expectancy disconfirmation framework was developed and tested with a sample of 360 US participants in an online experiment. The experiment followed a 2 × (race: African-American versus Caucasian) × 2 (direct experience: limited versus extensive) × 3 (indirect experience: absent versus positive versus negative customer rating) design. Findings The authors found consumers who have extended direct experience (longer service interaction) and no indirect experience (absent customer ratings) tipped African Americans more than Caucasians. Interestingly, this effect is reduced in the presence of indirect experience (customer ratings). Finally, where the consumer lacks direct experience (shorter service interaction) but is exposed to positive indirect experience (positive customer ratings), consumers tip African Americans more. Originality/value To the best of the authors’ knowledge, this is the first paper that examines the role of direct and indirect experience in the relationship between race and tipping. Based on the authors’ findings, the authors provide several contributions, including recommendations to reduce inequalities arising from implicit racial bias on digital service platforms.

PurposeDigital innovation requires organizations to reconfigure their information technology infrastructure (ITI) to cultivate creativity and implement fast experimentation. This research inquiries into ITI generativity, an emerging concept demoting a critical ITI capability for organizational digital innovation. More specifically, it conceptualizes ITI generativity across two dimensions—namely, systems and applications infrastructure (SAI) generativity and data analytics infrastructure (DAI) generativity—and examines their respective social and technical antecedents and their impact on digital innovation.Design/methodology/approachThis research formulates a theoretical model to investigate the social and technical antecedents along with innovation outcomes of ITI generativity. To test this model and its associated hypotheses, a survey was administered to IT professionals possessing knowledge of their organization's IT architecture and digital innovation performance. The dataset, comprising responses from 140 organizations, was analyzed using the partial least squares technique.FindingsResults reveal that both dimensions of ITI generativity contribute to digital innovation performance, with the effect of DAI generativity being more pronounced. In addition, SAI and DAI generativities are driven by social and technical factors within an organization. More specifically, SAI generativity is positively associated with the usage of a digital application services platform and IT human resources, whereas DAI generativity is positively linked to the usage of a data analytics services platform, data analytics services usability and data analytics human resources.Originality/valueThis research contributes to the literature on digital innovation by introducing ITI generativity as a crucial ITI capability and deciphering its role in digital innovation. It also offers useful insights and guidance for practitioners on how to build ITIs to achieve better digital innovation performance.

PurposeThis study aims to investigate bystanders' perceptions and reactions to management responses to consumer complaints through digital service channels. Specific purposes are to examine how management response (i.e. warmth, competence) and individual differences (i.e. bystander power) work together to influence bystanders' information processing of service recovery.Design/methodology/approachThis research consists of two main studies which employed web-based experiments. Both studies used a 2 (management response: warmth vs competence) × 2 (individual power: low vs high) between-subjects design. A total of 240 participants were recruited from Amazon's Mechanical Turk platform in Study 1, and 233 participants were recruited from a market research company in Study 2.FindingsStudy 1 suggested that for the high-power group, warmth-related responses increased service perceptions (perceived diagnosticity and perceived fairness), and for low-power group, competence-related responses enhanced service perceptions. Study 2 confirmed the results of Study 1 and further demonstrated bystanders' service perceptions as the underlying mechanisms to connect the interactive effect of management response and individual power on satisfaction with complaint handling and WOM intentions.Practical implicationsThe current research demonstrates how companies can effectively manage customers' experiences (i.e. bystanders' experiences) with service recovery management on digital platforms by demonstrating effective management responses to consumer complaints through digital service channels.Originality/valueTo the best of our knowledge, this is the first study that explores bystanders' individual characteristics related to the information processing of service recovery through digital service channels.

Purpose This paper aims to identify the dimensions of digital platforms' services quality and their impact on customers' purchase intent based on customer experience. Design/methodology/approach The research has a mixed method. Qualitative data is gathered by using of systematic literature review and Delphi method and quantitative data is gathered through survey of 412 experts from three well-known restaurant industry platforms. These restaurant digital platforms were Snapfood, Changal and Chelivery. Findings The results indicate the effect of platforms' service quality dimensions on customer hedonic and cognitive experiences. Also, the results indicate that the platforms' customers attach different priority to the various dimensions of platforms' services quality which are platform services' ease of use, platform information quality, services and products quality, platform customers interaction, platform design, platform response speed, platform services' trustiness, platform services' security and platform responsibility. Finally, the results showed that all of these dimensions have positive impact on customers' purchase intent based on their experiences. Originality/value The development of digital service platforms despite being new, has recently great progress, but, many dimensions of digital platforms' services quality have been not well-known yet. The present research has cleared the subject.

Urban areas provide the seedbed conditions for a variety of agglomeration advantages, including incubator conditions for the ICT sector. This study aims to present the foundations for a data-driven digital architecture based on the notion of open access platform organisations (e.g., platform cities). The principles of coordinated multi-actor data handling and exchange mechanisms centre in particular on privacy and confidentiality regulations. These are highlighted and tested on the basis of the data exchange architecture in a particular Industry 4.0 sector, viz., the medical–pharmaceutical sector. To cope with these issues, self-sovereign data trust systems are designed and tested using an OpenDSU data environment. Several building blocks of this architecture are presented and assessed. The conclusion of this study is that OpenDSU technology offers promising departures for handling privacy-sensitive and confidential data exchange in open platform organisations, such as smart cities.

The application of several swarm intelligence and evolutionary metaheuristic algorithms in data clustering problems has in the past few decades gained wide popularity and acceptance due to their success in solving and finding good quality solutions to a variety of complex real-world optimization problems. Clustering is considered one of the most important data analysis techniques in the domain of data mining. A clustering problem refers to the partitioning of unlabeled data objects into a certain number of clusters based on their attribute values or features, with the objective of maximizing intra-clusters homogeneity and inter-cluster heterogeneity. This paper presents an up-to-date survey of major nature-inspired metaheuristic algorithms that have been employed to solve automatic clustering problems. Further, a comparative study of several modified well-known global metaheuristic algorithms is carried out to solve automatic clustering problems. Also, three hybrid swarm intelligence and evolutionary algorithms, namely, particle swarm differential evolution algorithm, firefly differential evolution algorithm and invasive weed optimization differential evolution algorithm, are proposed to deal with the task of automatic data clustering. In contrast to many of the existing traditional and evolutionary computational clustering techniques, the clustering algorithms presented in this paper do not require any predetermined information or prior-knowledge of the dataset that is to be classified, but rather they are capable of spontaneously identifying the optimal number of partitions of the data points during the course of program execution. Forty-one benchmarked datasets that comprise eleven artificial and thirty real world datasets are collated and utilized to evaluate the performances of the representative nature-inspired clustering algorithms. According to the extensive experimental results, comparisons and statistical significance, the firefly algorithm appeared to be more appropriate for better clustering of both low and high dimensional data objects than were other state-of-the-art algorithms. Further, an experimental study demonstrates the superiority of the three proposed hybrid algorithms over the standard state-of-the-art methods in finding meaningful clustering solutions to the problem at hand.

The paper contains an analysis of four software programs that solve the symmetric traveling salesman problem on a quantum annealer. Three are designed to find approximate solutions. One is designed to find an optimal tour. These programs demonstrate that an application can run across both classical and quantum computing platforms and take advantage of what each can do best. We add value by using a uniform structure for our analysis so that a consistent standard is used to evaluate the software programs. Also we add value by designing a software experiment to test the ability of the D-Wave quantum computer to optimally solve the traveling salesman problem. Our design combines the best attributes of the programs that are reviewed in this paper. Our design assumes that the variables of the traveling salesman problem can be embedded in the qubits, which excludes the problems in the TSP Library until the D-Wave Pegasus computer is available. We note applications of the asymmetric traveling salesman problem that are in the literature and include these problems in the recommendation for an experiment.

The integration of production and education represents a common paradigm for vocational education development globally. In this study, project-based teaching serves as a crucial pedagogical model. However, the manifestation of this model in Chinese undergraduate vocational institutions has yet to reach the desired state of integration. The objective of this research is to advance the concept, service model, and platform framework for project-based teaching service design through empirical research by utilizing the Double-Diamond process of service design. The aim is to address service pain points for stakeholders against the backdrop of project-based teaching with the integration of production and education, thereby enhancing service qualvrt[ity. Five critical areas were identified, leading to the proposition of service concepts such as platforms for information communication, fund management, teaching management, auditing/evaluation management, and promotion management. The effectiveness and recommendation levels of the digital service concepts were validated via a Net Promoter Score survey involving 100 stakeholders. This research features targeted discussions and suggestions regarding a conceptual digital service platform. The five service concepts derived from this research may serve as specific digital designs for applications and evaluations of project-based teaching.