Editorial

Journal of Service Management

ISSN: 1757-5818

Article publication date: 16 March 2010

493

Citation

Edvardsson, B. (2010), "Editorial", Journal of Service Management, Vol. 21 No. 1. https://doi.org/10.1108/josm.2010.08521aaa.001

Publisher

:

Emerald Group Publishing Limited

Copyright © 2010, Emerald Group Publishing Limited


Editorial

Article Type: Editorial From: Journal of Service Management, Volume 21, Issue 1

This issue of Journal of Service Management consists of five quite different but most interesting papers. It is a reflection of the diversity within service management research as well as an indication of the dynamic development of this academic field. The first paper: “Protection for profiting from collaborative service innovation” discusses how service innovation differs from technology/product innovation in terms of protection, and how this shows in collaborative innovation activities. The results indicate that characteristics separating service innovations from product or process innovations influence the efficacy of protection. The second paper “Customer sociability and the total service experience: antecedents of positive word-of-mouth intentions” focuses on word-of-mouth as an expression of customer-actualized value. The paper makes a contribution to the service-dominant logic and the concept of value co-creation.

In the third paper “Lack of preferential treatment: effects on dissatisfaction after a service failure” the question focused on is whether or not the perception of lack of preferential treatment has a positive impact on dissatisfaction following a service failure, after accounting for the effects of attribution. The results indicate that lack of preferential treatment has an additional explanatory power with regard to customer dissatisfaction. The fourth contribution is “A comparative study of mobile messaging services to participate in television programmes”. The purpose is to analyse key drivers of consumer acceptance of short messaging services (SMS) to participate in TV programmes. The technology acceptance model (TAM) and the theory of planned behaviour (TPB) have been integrated for the determinants of the acceptance of mobile data services. The paper combines the influence of perceived value, affinity and the TAM and TPB models to develop an improved model for SMS acceptance. Finally, this issue includes the paper “Exploring the interrelationship among patterns of service strategy changes and organizational design elements”. The paper is based on an empirical study and explores patterns of service strategy changes in manufacturing firms and indicates how each pattern is interrelated with modifications in organizational design elements. The paper offers insights into interrelations among service strategy changes and organizational design elements.

Bo Edvardsson

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