Purpose This study aims to identify, categorizes and explains how circular economy (CE) 10R strategies are implemented in aviation waste management and why adoption differs across airline-airport service systems. It distinguishes aviation waste management from broader carbon-oriented aviation sustainability debates and examines how circular waste practices may affect service reliability, stakeholder coordination and service quality. Design/methodology/approach A systematic literature review was used as the methodological approach. Scopus and Web of Science were searched for peer-reviewed English-language journal studies published between 2000 and December 2025. After deduplication and screening, 39 studies were retained for bibliometric mapping and 34 studies for qualitative content analysis. VOSviewer keyword co-occurrence analysis, descriptive bibliometric profiling and theory-informed coding were combined to synthesize CE 10R strategies, enablers, barriers, success factors and service-system implications. Findings The synthesis shows that aviation waste research remains concentrated in environmental and operational outlets, with limited engagement with service quality scholarship. Adoption is uneven across the 10R hierarchy: Recycle and Recover dominate, whereas Refuse, Rethink and Reduce remain less developed because of biosecurity rules, safety standards, fragmented airline-airport governance, turnaround-time pressures and limited sector-specific digital tools. The review therefore interprets 10R adoption as a context-dependent feasibility logic rather than a simple hierarchical progression. Evidence linking CE practices to service quality and passenger experience remains mostly indirect and requires empirical validation. Practical implications The findings suggest that managers should treat CE waste initiatives as service-process redesign tasks rather than stand-alone environmental projects. A staged approach is recommended: map waste-stream boundaries, test upstream refuse/reduce options where safety and biosecurity permit, align airline-airport contracts and responsibilities and use digital monitoring and standardized performance indicators to connect circular outcomes with service reliability. Originality/value The review provides a positive synthesis of what has not previously been integrated: the 10R hierarchy, aviation waste streams, bibliometric knowledge structure and service-system feasibility conditions. It identifies the mechanisms that explain why downstream circular practices dominate and clarifies where service-quality claims are evidence-based, inferential or still absent from the corpus.
Purpose Urban digital transformation through building information modelling (BIM) and city information modelling (CIM) is a lever for improving urban planning, infrastructure management and service delivery. Yet research remains largely technology-centric and focused on developed economies. This study aims to examine how Morocco can transition from BIM to CIM while fostering value co-creation from a service-oriented perspective. Design/methodology/approach The study adopts a qualitative, interpretive design based on an integrative documentary synthesis of 75 peer-reviewed studies and Moroccan institutional materials. Service-dominant logic (SDL) provides the theoretical lens, conceptualising CIM as a service infrastructure where value emerges through use. Findings Morocco’s transition depends on governance coherence, institutional coordination, capability development and citizen engagement. Enablers such as political commitment, infrastructure investment and advanced telecommunications coexist with constraints including institutional fragmentation, skills gaps and interoperability. The proposed framework comprises four SDL-driven principles (user value primacy, interoperability, sustainability and collaborative governance), a four-layer CIM architecture and a phased 10-year roadmap. Research limitations/implications As a documentary-based conceptual study, the framework requires empirical validation through pilot implementations, while offering an analytical foundation for future studies in emerging economies. Practical implications The framework offers actionable guidance for policymakers and urban stakeholders, aligning technological initiatives with governance, institutional capacities and user value creation. Social implications By emphasising citizen-centric design and collaborative governance, the study contributes to more inclusive, accessible and trustworthy urban digital services. Originality/value To the best of the authors’ knowledge, this study is among the first to apply SDL to the BIM–CIM transition in an emerging economy, bridging digital infrastructure, service management and smart-city governance research.
Purpose This study aims to conceptualise Chinese food therapy (CFT) as a culturally grounded service, a carrier of a non-Western well-being construct, and explores its transformative potential to extend transformative service research (TSR) in tourism and hospitality. It introduces how the core characteristics and principles of CFT are translated into transformative service mechanisms and develops a conceptual bridge that articulates its influence on well-being. Design/methodology/approach This research adopts a conceptual approach that synthesises interdisciplinary literature, including CFT’s philosophy, TSR, food well-being and the tourism and hospitality field. Drawing on critical CFT concepts, this study develops a conceptual framework that illustrates how CFT principles are translated into a proposed transformative service cycle. Findings The study shows that CFT entails a balance-oriented well-being concept of harmony among body constitution, food practice and context. It proposes a co-created CFT transformative service cycle in which customers and CFT-informed service providers jointly interpret situated conditions, co-create adaptive transformative service design, use perceived well-being responses to guide re-evaluation and subsequent food practices. CFT’s preventive purpose extends the scope of TSR beyond vulnerability to everyday, population-wide well-being improvement and maintenance. Moreover, CFT’s inherently interactive nature aligns closely with value co-creation and experiential dynamics of tourism and hospitality services. Research limitations/implications The paper contributes to TSR research by reframing CFT as an adaptive transformative service mechanism, establishing a theoretical bridge between non-Western well-being approaches, traditional healthcare and modern experience design. Practical implications This study includes actionable implications for tourism and hospitality providers seeking to design CFT-inspired experiences. CFT presents an accessible pathway for integrating health and well-being intent into daily life and leisure food experiences. Originality/value To the best of the authors’ knowledge, this paper is the first to advance tourism and hospitality studies by positioning CFT knowledge as a unique approach that has not been comprehensively theorised before. It offers a foundation for future empirical research and contributes to a novel lens for reimagining food services and extending TSR.
Purpose This study aims to theorise how AI-driven acceleration reconfigures firms’ temporal assets, creating efficiency gains while destroying relational time (trust, loyalty, premium value), a hidden cost invisible to managerial accounting but acutely felt by customers. Design/methodology/approach A mixed-method dual-coding design combining qualitative coding of 2,000 reviews (from a 1.2 M Google Maps corpus across 10 luxury chains) with an automated Gemini natural language processing extraction. The comparative design developed temporal categories and validated brand-level friction patterns while proving human interpretation essential to detect Kairos deficits and distinguish intentional deceleration from service failure. Findings Systematic temporal fractures where AI acceleration destroys relational value. Five Strategic Temporal Archetypes (Decelerator, Bifurcator, Autonomy Provider, Fragmentor, Automator) represent distinct competitive positions on the efficiency-experience frontier. Research limitations/implications This study extends AI, service and organisational temporality research by conceptualising AI as a temporal agent and introducing Kairos deficit, temporal extraction and temporal co-destruction. It also demonstrates the value of dual-coding methodologies combining computational scale with qualitative interpretation. Future research should test Strategic Temporal Governance and its archetypes across sectors, cultures and longitudinally. Practical implications Organisations should move beyond efficiency metrics towards strategic temporal governance. AI deployment should distinguish contexts where Chronos optimisation creates value from those requiring Kairos, intentional pacing and relational attention. AI systems should incorporate temporal transparency and human override, while managers should recognise frontline resistance to acceleration as potentially valuable temporal mediation. Social implications AI-driven acceleration can reduce opportunities for reflection, relational engagement and meaningful participation. When organisational speed dominates, technological progress may privilege efficiency over human temporal needs. Recognising Kairos alongside Chronos therefore matters socially, helping preserve spaces for deliberation, care, relational attention and human override rather than assuming that faster interaction always represents social progress. Originality/value Introduces temporal reconfiguration and Kairos deficit as strategic constructs; develops qualitative coding and constant comparison for lived experience at scale; validates the qualitative–computational distinction through comparative dual-coding against automated LLM extraction; reframes AI implementation as competitive positioning, not operational optimisation.
Purpose This study aims to challenge universal service quality frameworks by introducing the concept of cue diagnostic – the idea that the dimensions customers use to evaluate service experiences vary systematically across service configurations. The purpose is to develop and empirically test the Service Configuration–Experience Fit (SCEF) framework, which explains why and how different service typologies require different quality configurations to achieve high customer satisfaction. Design/methodology/approach The study analyzes 50,293 customer reviews from 11,198 businesses across three service typologies (Service Shops, Professional Services, Mass Services). SERVQUAL based text mining extracts reliability, responsiveness, assurance, empathy and tangible indicators from review text. Fuzzy set Qualitative Comparative Analysis (fsQCA) identifies configurations of these dimensions that are sufficient for high satisfaction, complemented by ANOVA and Random Forest feature importance analysis. Findings Cue diagnostic differs by typology: responsiveness and assurance dominate Service Shops, empathy drives Professional Services and reliability/tangibles characterize Mass Services. High customer satisfaction requires configurations of dimensions, not individual attributes. Mass Services score highest on tangibles yet receive the lowest ratings, and tangibles are diagnostic only when combined with relational dimensions such as responsiveness and empathy. The cross-sectional design does not permit causal claims. Originality/value The SCEF framework advances service theory from universal quality models to a contingency based understanding by introducing cue diagnostic as the mechanism linking operational configuration to customer experience. The findings resolve the Service Quality Paradox and provide managers with typology specific heuristics for resource allocation and service design.
