Why this work is in the frame
A frame that forgets how it found something cannot be audited. These are the routes that admitted this work.
Bibliographic record
Abstract
Purpose The quality of being fully engaged during service interactions is essential for service providers, as it reflects a commitment to meeting customers’ expectations and needs. While engagement is recognized as an important aspect of service delivery, the concept of maintaining sustained attentiveness throughout the entire service journey – referred to here as service presentness – has received limited conceptualization in existing research. Therefore, this study aims to conceptualize service presentness, elaborate on its key dimensions and illustrate how it contributes to enhancing the flow of service interactions. Design/methodology/approach Building on Jaakkola’s (2020) and Ulaga et al.’s (2021) theory synthesis approaches, we situate service presentness within a service-dominant logic perspective. Drawing from role theory and the principle of sequential interdependence, we develop a conceptual framework that clarifies the outward-oriented, real-time engagement required to optimize the service interaction flow. Findings Service presentness denotes the provider’s sustained, deep focus and genuine engagement throughout the entire service experience, ensuring a continuously attentive customer journey. Its core dimensions – disciplined focus, empathetic listening, continuous facilitation, customer-centric orientation and authenticity – collectively strengthen relational quality and guide seamless progression from one service phase to the next. Sustaining service presentness is thus crucial for achieving cohesive service delivery, ultimately enhancing customer trust and satisfaction. Originality/value This study introduces service presentness as a distinct yet complementary construct to existing mindfulness literature in service marketing. By emphasizing the provider’s ongoing, outward-facing engagement, our conceptual framework offers a foundation for empirical inquiry into how service presentness can be cultivated and measured across diverse service contexts.
Fetched live from OpenAlex and de-inverted. Abstracts are not stored in this database: the inverted indexes are 8.6 GB of the frame’s 9.3 GB of text, and the host has 13 GB free.
Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.002 | 0.000 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.001 | 0.002 |
| Science and technology studies | 0.000 | 0.000 |
| Scholarly communication | 0.000 | 0.002 |
| Open science | 0.000 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.000 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from it