References

• Aghamohammadzadeh, E., & Fatahi Valilai, O. (2020). A novel cloud manufacturing service composition platform enabled by Blockchain technology. International Journal of Production Research, 58(17), 5280–5298.
   Web of Science ®Google Scholar
• Ameen, N., Cheah, J. H., & Kumar, S. (2022). It’s all part of the customer journey: The impact of augmented reality, chatbots, and social media on the body image and self-esteem of Generation Z female consumers. Psychology & Marketing, 39(11), 2110–2129. https://doi.org/10.1002/mar.21715
   Web of Science ®Google Scholar
• Ameen, N., Hosany, S., & Tarhini, A. (2021). Consumer interaction with cutting-edge technologies: Implications for future research. Computers in Human Behavior, 120, 106761. https://doi.org/10.1016/j.chb.2021.106761
   Web of Science ®Google Scholar
• Ameen, N., Sharma, G. D., Tarba, S., Rao, A., & Chopra, R. (2022). Toward advancing theory on creativity in marketing and artificial intelligence. Psychology & Marketing, 39(9), 1802–1825. https://doi.org/10.1002/mar.21699
   Web of Science ®Google Scholar
• Audrezet, A., & Koles, B. (2023). Virtual influencer as a Brand Avatar in Interactive Marketing. In C. Wang (Ed.), The Palgrave handbook of Interactive Marketing (pp. 353–376). Springer International.
   Google Scholar
• Aw, E. C. X., Zha, T., & Chuah, S. H. W. (2023). My new financial companion! Non-linear understanding of Robo-advisory service acceptance. The Service Industries Journal, 1–28. https://doi.org/10.1080/02642069.2022.2161528
   Web of Science ®Google Scholar
• Bagozzi, R. P., Brady, M. K., & Huang, M. H. (2022). Ai service and emotion. Journal of Service Research, 25(4), 499–504. https://doi.org/10.1177/10946705221118579
   Web of Science ®Google Scholar
• Bova, F., Goldfarb, A., & Melko, R. (2021). Quantum computing is coming. What can it do?. Harvard Business Review. https://hbr.org/2021/07/quantum-computing-is-coming-what-can-it-do.
   Google Scholar
• Carter, R. (2023). How are popular brands leveraging the metaverse to connect with clients?. https://www.xrtoday.com/virtual-reality/how-are-popular-brands-leveraging-the-metaverse-to-connect-with-clients/.
   Google Scholar
• Chang, V., Baudier, P., Zhang, H., Xu, Q., Zhang, J., & Arami, M. (2020). How Blockchain can impact financial services – The overview, challenges and recommendations from expert interviewees. Technological Forecasting and Social Change, 158, 120166. https://doi.org/10.1016/j.techfore.2020.120166
   PubMed Web of Science ®Google Scholar
• Chui, M., Roberts, R., & Yee, L. (2022). Generative AI is here: How tools like ChatGPT could change your business. https://www.mckinsey.com/capabilities/quantumblack/our-insights/generative-ai-is-here-how-tools-like-chatgpt-could-change-your-business#/
   Google Scholar
• Dabholkar, P. A., & Spaid, B. I. (2012). Service failure and recovery in using technology based self-service: effects on user attributions and satisfaction. The Service Industries Journal, 32(9), 1415–1432. https://doi.org/10.1080/02642069.2011.600518
   Web of Science ®Google Scholar
• De Canio, F., Martinelli, E., & Viglia, G. (2023). Reopening after the pandemic: leveraging the destination image to offset the negative effects of perceived risk. Italian Journal of Marketing, 1–20. https://doi.org/10.1007/s43039-023-00066-3.
   Google Scholar
• Dwivedi, Y. K., Hughes, L., Wang, Y., Alalwan, A. A., Ahn, S. J., Balakrishnan, J., Barta, S., Belk, R., Buhalis, D., Dutot, V., & Felix, R. (2022). Metaverse marketing: How the metaverse will shape the future of consumer research and practice. Psychology & Marketing. https://doi.org/10.1002/mar.21767
   Web of Science ®Google Scholar
• Eliot, L. (2023). Generative AI ChatGPT can disturbingly gobble up your private and confidential data, Forewarns AI Ethics and AI Law. https://www.forbes.com/sites/lanceeliot/2023/01/27/generative-ai-chatgpt-can-disturbingly-gobble-up-your-private-and-confidential-data-forewarns-ai-ethics-and-ai-law/?sh=65e21ed27fdb
   Google Scholar
• Feliciano-Cestero, M. M., Ameen, N., Kotabe, M., Paul, J., & Signoret, M. (2023). Is digital transformation threatened? A systematic literature review of the factors influencing firms’ digital transformation and internationalization. Journal of Business Research, 157, 113546. https://doi.org/10.1016/j.jbusres.2022.113546
   Web of Science ®Google Scholar
• Forgas-Coll, S., Huertas-Garcia, R., Andriella, A., & Alenyà, G. (2023). Social robot-delivered customer-facing services: an assessment of the experience. The Service Industries Journal, 1–31. https://doi.org/10.1080/02642069.2022.2163995
   Web of Science ®Google Scholar
• Gadalla, E., Keeling, K., & Abosag, I. (2013). Metaverse-retail service quality: A future framework for retail service quality in the 3D internet. Journal of Marketing Management, 29(13–14), 1493–1517. https://doi.org/10.1080/0267257X.2013.835742
   Google Scholar
• Huang, A., & Farboudi Jahromi, M. (2021). Resilience building in service firms during and post COVID-19. The Service Industries Journal, 41(1–2), 138–167. https://doi.org/10.1080/02642069.2020.1862092
   Web of Science ®Google Scholar
• Huang, M. H., & Rust, R. T. (2017). Technology-driven service strategy. Journal of the Academy of Marketing Science, 45(6), 906–924. https://doi.org/10.1007/s11747-017-0545-6
   Web of Science ®Google Scholar
• Kergaravat, C. (2023). ChatGPT in customer service: How your business can leverage the technology. https://www.apizee.com/chatgpt-customer-service/
   Google Scholar
• Kumar, V., Rajan, B., Salunkhe, U., & Joag, S. G. (2022). Relating the dark side of new-age technologies and customer technostress. Psychology & Marketing, 39(12), 2240–2259. https://doi.org/10.1002/mar.21738
   Web of Science ®Google Scholar
• Lee, H., & Yi, Y. (2022). The impact of self-service versus interpersonal contact on customer–brand relationship in the time of frontline technology infusion. Psychology & Marketing, 39(5), 906–920. https://doi.org/10.1002/mar.21628
   Web of Science ®Google Scholar
• Li, J. J., Bonn, M. A., & Ye, B. H. (2019). Hotel employee’s artificial intelligence and robotics awareness and its impact on turnover intention: The moderating roles of perceived organizational support and competitive psychological climate. Tourism Management, 73, 172–181. https://doi.org/10.1016/j.tourman.2019.02.006
   Web of Science ®Google Scholar
• Lien, C. H., Hsu, M. K., Shang, J. Z., & Wang, S. W. (2021). Self-service technology adoption by air passengers: a case study of fast air travel services in Taiwan. The Service Industries Journal, 41(9-10), 671–695.
   Web of Science ®Google Scholar
• Lievonen, M., Bowden, J., & Luoma-aho, V. (2022). Towards a typology of negative engagement behavior in social media. The Service Industries Journal, 1–22. https://doi.org/10.1080/02642069.2022.2121961
   Web of Science ®Google Scholar
• Luu, T. T. (2020). Linking authentic leadership to salespeople’s service performance: The roles of job crafting and human resource flexibility. Industrial Marketing Management, 84, 89–104. https://doi.org/10.1016/j.indmarman.2019.06.002
   Web of Science ®Google Scholar
• Lv, L., Huang, M., & Huang, R. (2022). Anthropomorphize service robots: The role of human nature traits. The Service Industries Journal, 1–25. https://doi.org/10.1080/02642069.2022.2048821
   Web of Science ®Google Scholar
• McKinsey. (2021). Quantum computing: An emerging ecosystem and industry use cases. https://www.mckinsey.com/capabilities/mckinsey-digital/our-insights/quantum-computing-use-cases-are-getting-real-what-you-need-to-know#/
   Google Scholar
• Nicastro, D. (2023). ChatGPT talks a good game about its own customer experience integration potential. What do some actual humans say?. https://www.cmswire.com/customer-experience/humans-put-chatgpt-customer-experience-outcomes-to-the-test/
   Google Scholar
• Odekerken-Schröder, G., Mele, C., Russo-Spena, T., Mahr, D., & Ruggiero, A. (2020). Mitigating loneliness with companion robots in the COVID-19 pandemic and beyond: an integrative framework and research agenda. Journal of Service Management, 31(6), 1149–1162. https://doi.org/10.1108/JOSM-05-2020-0148
   Web of Science ®Google Scholar
• Ostrom, A. L., Field, J. M., Fotheringham, D., Subramony, M., Gustafsson, A., Lemon, K. N., Huang, M. H., & McColl-Kennedy, J. R. (2021). Service research priorities: Managing and delivering service in turbulent times. Journal of Service Research, 24(3), 329–353.
   Web of Science ®Google Scholar
• Papagiannis, H. (2020). How AR is redefining retail in the pandemic. Harvard business review. https://hbr.org/2020/10/how-ar-is-redefining-retail-in-the-pandemic.
   Google Scholar
• Pitardi, V., Wirtz, J., Paluch, S., & Kunz, W. H. (2022). Service robots, agency and embarrassing service encounters. Journal of Service Management, 33(2), 389–414. https://doi.org/10.1108/JOSM-12-2020-0435
   Web of Science ®Google Scholar
• Prentice, C., Altinay, L., & Woodside, A. G. (2021). Transformative service research and COVID-19. The Service Industries Journal, 41(1), 1–8. https://doi.org/10.1080/02642069.2021.1883262
   Web of Science ®Google Scholar
• Sahoo, S., Sahoo, J., Kumar, S., Lim, W. M., & Ameen, N. (2023). Distance is no longer a barrier to healthcare services: current state and future trends of telehealth research. Internet Research. https://doi.org/10.1108/INTR-10-2021-0774
   Web of Science ®Google Scholar
• Seyitoğlu, F., & Ivanov, S. (2020). A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world: The role of service robots. International Journal of Hospitality Management, 91, 102661. https://doi.org/10.1016/j.ijhm.2020.102661
   PubMed Web of Science ®Google Scholar
• Singh, J., Nambisan, S., Bridge, R. G., & Brock, J. K. U. (2021). One-voice strategy for customer engagement. Journal of Service Research, 24(1), 42–65. https://doi.org/10.1177/1094670520910267
   Web of Science ®Google Scholar
• Smith, M. (2022). Quantum computing: Definition, facts & uses. https://www.livescience.com/quantum-computing
   Google Scholar
• Srivastava, S. (2022). Metaverse-as-a-service platform – Unlocking new avenues for business. https://appinventiv.com/blog/category/metaverse/
   Google Scholar
• Tlili, A., Huang, R., & Kinshuk, x. (2023). Metaverse for climbing the ladder toward ‘Industry 5.0’ and ‘Society 5.0’? The Service Industries Journal. https://doi.org/10.1080/02642069.2023.2178644
   Web of Science ®Google Scholar
• Tönnissen, S., & Teuteberg, F. (2020). Analysing the impact of blockchain-technology for operations and supply chain management: An explanatory model drawn from multiple case studies. International Journal of Information Management, 52, 101953. https://doi.org/10.1016/j.ijinfomgt.2019.05.009
   Web of Science ®Google Scholar
• United Nations. (2023). Ensure healthy lives and promote well-being for all at all ages. https://sdgs.un.org/goals/goal3
   Google Scholar
• Viglia, G., & Dolnicar, S. (2020). A review of experiments in tourism and hospitality. Annals of Tourism Research, 80, 102858. https://doi.org/10.1016/j.annals.2020.102858
   Web of Science ®Google Scholar
• Viglia, G., Pera, R., Dyussembayeva, S., Mifsud, M., & Hollebeek, L. D. (2023). Engagement and value cocreation within a multi-stakeholder service ecosystem. Journal of Business Research, 157, 113584. https://doi.org/10.1016/j.jbusres.2022.113584
   Web of Science ®Google Scholar
• Wang, W., Cao, D., & Ameen, N. (2022). Understanding customer satisfaction of augmented reality in retail: a human value orientation and consumption value perspective. Information Technology & People. https://doi.org/10.1108/ITP-04-2021-0293
   Web of Science ®Google Scholar
• Watanabe, K., & Ho, B. Q. (2023). Avatar-mediated service encounters: impacts and research agenda. The Service Industries Journal, 1–20. https://doi.org/10.1080/02642069.2023.2169277
   Web of Science ®Google Scholar
• Zayadin, R., Zucchella, A., Anand, A., Jones, P., & Ameen, N. (2022). Entrepreneurs’ decisions in perceived environmental uncertainty. British Journal of Management. https://doi.org/10.1111/1467-8551.12612
   Web of Science ®Google Scholar