Journal of Service Management
Issue(s) available: 63 – From Volume: 20 Issue: 1, to Volume: 32 Issue: 1
Category:
Industry and Public Sector Management
Volume 32
-
Issue 1 2021
Volume 31
Volume 30
-
Issue 6 2019
-
Issue 5 2019 Moving forward and making an impact in service research: from research priorities to research methodologies
-
Issue 3 2019
-
Issue 2 2019
-
Issue 1 2019
Volume 29
-
Issue 4 2018 Service-dominant logic, service ecosystems and institutions: bridging theory and practice
-
Issue 2 2018
-
Issue 1 2018
Volume 28
Volume 27
Volume 26
Volume 25
Volume 24
Volume 23
Volume 22
-
Issue 5 2011 Incorporating papers from The International Research Seminar in Service Management The La Londe Conference 2010
-
Issue 3 2011
-
Issue 2 2011
-
Issue 1 2011
Volume 21
Volume 20
Creating a compassion system to achieve efficiency and quality in health care delivery
Timothy J. Vogus, Laura E. McClelland, Yuna S.H. Lee, Kathleen L. McFadden, Xinyu HuHealth care delivery is experiencing a multi-faceted epidemic of suffering among patients and care providers. Compassion is defined as noticing, feeling and responding to…
From third party to significant other for service encounters: a systematic review on third-party roles and their implications
Liliane Abboud, Nabila As'ad, Nicola Bilstein, Annelies Costers, Bieke Henkens, Katrien VerleyeDyadic interactions between customers and service providers rarely occur in isolation. Still, there is a lack of systematic knowledge about the roles that different types…
Impact of network effects on service provider performance in digital business platforms
Khadija Ali Vakeel, Edward C. Malthouse, Aimei YangDigital business platforms (DBPs) such as Alibaba and Google Shopping are partnership networks that use the Internet to bring service providers (e.g. retail vendors) and…
Unraveling customer experiences in a new servicescape: an ethnographic schema elicitation technique (ESET)
Susan Stead, Gaby Odekerken-Schröder, Dominik MahrThis article investigates the role of schemas in shaping customer experiences in new servicescapes, across the customer journey. The authors take a customer perspective…
Dimensionality of frontline employee friendliness in service encounters
Melanie F. Boninsegni, Olivier Furrer, Anna S. MattilaThis article explores four dimensions of frontline employee (FLE) friendliness (humorous, informal, conversational, and approachable) to propose a relevant measurement…
Using AI to predict service agent stress from emotion patterns in service interactions
Stefano Bromuri, Alexander P. Henkel, Deniz Iren, Visara UroviA vast body of literature has documented the negative consequences of stress on employee performance and well-being. These deleterious effects are particularly pronounced…
Transforming into a platform provider: strategic options for industrial smart service providers
Daniel Beverungen, Dennis Kundisch, Nancy WünderlichThe purpose of this paper is to identify strategic options and challenges that arise when an industrial firm moves from providing smart service toward providing a platform.
Implications of customer participation in outsourcing non-core services to third parties
Kaat De Pourcq, Katrien Verleye, Bart Larivière, Jeroen Trybou, Paul GemmelFocal service providers increasingly involve customers in the decision-making about outsourcing parts of the service delivery process to third parties. The present study…
Dynamics of wellbeing co-creation: a psychological ownership perspective
Tom Chen, Sarah Dodds, Jörg Finsterwalder, Lars Witell, Lilliemay Cheung, Mareike Falter, Tony Garry, Hannah Snyder, Janet R. McColl-KennedyPeople are responsible for their wellbeing, yet whether they take ownership of their own or even others' wellbeing might vary from actor to actor. Such psychological…
A transformative supply chain response to COVID-19
Diane A. Mollenkopf, Lucie K. Ozanne, Hannah J. StolzeThis research employs a transformative service lens to examine the role of the supply chain ecosystem in ensuring the health and safety of employees and customers as a…
Adapting research methodology during COVID-19: lessons for transformative service research
Sarah Dodds, Alexandra Claudia HessCoronavirus disease 2019 (COVID-19) has created a challenging, yet opportunistic, environment in which to conduct transformative service research (TSR) and assess research…
Customers' contamination concerns: an integrative framework and future prospects for service management
Simon Hazée, Yves Van VaerenberghCustomers might become concerned about getting contaminated and adapt their behavior accordingly, which is of critical concern for service managers. The purpose of this…
Prosumers in times of crisis: definition, archetypes and implications
Bodo Lang, Rebecca Dolan, Joya Kemper, Gavin NortheyThis paper defines prosumers in light of the COVID-19 crisis and other contexts. It addresses how prosumers helped overcome challenges caused by COVID-19 and is the first…
Development and validation of a measurement scale for the experience capability construct
Frédéric Ponsignon, Jeffery S. Smith, Andi SmartThis study aims to develop and empirically validate the concept of experience capability, which represents an organisation's ability to be adept at managing the customer…
Uncertainty profiles in engineering-service development: exploring supplier co-creation
Tabea Ramirez Hernandez, Melanie E. KreyeEngineering service (ES) development, particularly with supplier co-creation, is nontrivial, and the literature has acknowledged the high relevance of uncertainty in this…
The influence of social distancing on employee well-being: a conceptual framework and research agenda
Sven Tuzovic, Sertan KabadayiThe ongoing pandemic caused by the coronavirus disease 2019 (COVID-19) virus has severely influenced lives and livelihoods. As service organizations either face…
Will the customers be happy? Identifying unsatisfied customers from service encounter data
Lucas Baier, Niklas Kühl, Ronny Schüritz, Gerhard SatzgerWhile the understanding of customer satisfaction is a key success factor for service enterprises, existing elicitation approaches suffer from several drawbacks such as…
The impact of service innovation on firm performance: a meta-analysis
Changli Feng, Ruize Ma, Lin JiangWith the rise of service economy, many companies are attempting to gain a competitive advantage through service innovation. However, the existing research has not drawn…
Transformative value and the role of involvement in gamification and serious games for well-being
Rory Francis Mulcahy, Nadia Zainuddin, Rebekah Russell-BennettThis study aims to investigate the use of gamification and serious games as transformative technologies that encourage health and well-being behaviors. The purpose of this…
Managing the human–chatbot divide: how service scripts influence service experience
Sean Sands, Carla Ferraro, Colin Campbell, Hsiu-Yuan TsaoBrands are increasingly considering the use of chatbots to supplement, or even replace, humans in service interactions. Like humans, chatbots can follow certain service…
ISSN:
1757-5818Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully
Further Information
