Journal of Service Management
Issue(s) available: 57 – From Volume: 20 Issue: 1, to Volume: 31 Issue: 1
Category:
Industry and Public Sector Management
Volume 31
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Issue 1 2020
Volume 30
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Issue 6 2019
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Issue 5 2019 Moving forward and making an impact in service research: from research priorities to research methodologies
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Issue 3 2019
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Issue 2 2019
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Issue 1 2019
Volume 29
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Issue 4 2018 Service-dominant logic, service ecosystems and institutions: bridging theory and practice
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Issue 2 2018
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Issue 1 2018
Volume 28
Volume 27
Volume 26
Volume 25
Volume 24
Volume 23
Volume 22
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Issue 5 2011 Incorporating papers from The International Research Seminar in Service Management The La Londe Conference 2010
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Issue 3 2011
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Issue 2 2011
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Issue 1 2011
Volume 21
Volume 20
The transformative service paradox: the dilemma of wellbeing trade-offs
Rebekah Russell–Bennett, Rory Mulcahy, Kate Letheren, Ryan McAndrew, Uwe DulleckA transformative service aims to improve wellbeing; however, current approaches have an implicit assumption that all wellbeing dimensions are equal and more dimensions led…
From automats to algorithms: the automation of services using artificial intelligence
Chris Meyer, David Cohen, Sudhir NairThe paper aims to fill this gap by positing a framework that considers the service automation decision as a matter of knowledge management: a choice between human resident…
Fostering older adult care experiences to maximize well-being outcomes: A conceptual framework
Sertan Kabadayi, Kejia Hu, Yuna Lee, Lydia Hanks, Matthew Walsman, David DobrzykowskiCaring for older adults is an increasingly complex and multi-dimensional global concern. This article provides a comprehensive definition of the older adult care…
Customer journey analyses in digital media: exploring the impact of cross-media exposure on customers' purchase decisions
Jan F. Klein, Yuchi Zhang, Tomas Falk, Jaakko Aspara, Xueming LuoIn the age of digital media, customers have access to vast digital information sources, within and outside a company's direct control. Yet managers lack a metric to…
How to scale up contact-intensive services: ICT-enabled service innovation
Stefan Kleinschmidt, Christoph Peters, Jan Marco LeimeisterWhile scaling is a viable approach to respond to growing demand, service providers in contact-intensive services (CIS) – such as education, healthcare and social services…
Engaging in times of COVID-19 and beyond: theorizing customer engagement through different paradigmatic lenses
Ingo Oswald Karpen, Jodie ConduitThe purpose of this paper is to consider a broadened suite of paradigmatic lenses to help better understand customer engagement during and beyond COVID-19. During this…
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…
Complainers' resource investment and mobilization in digital environments using Conservation of Resources theory
Yean Shan Beh, Laszlo Sajtos, Joanne T. CaoThe purpose of this paper is to consider whether consumers can recover from a service failure by utilizing internal and external energy resources that are available to…
Parents' burdens of service for children with ASD – implications for service providers
Anu Helkkula, Alexander John Buoye, Hyeyoon Choi, Min Kyung Lee, Stephanie Q. Liu, Timothy Lee KeininghamThe purpose of this investigation is to gain insight into parents' perceptions of benefits vs burdens (value) of educational and healthcare service received for their…
Demographic and attitudinal antecedents of consumers' use and self-investment trajectories over time in an online TV content platform
Sam Van der Linden, Stef Nimmegeers, Kristof Geskens, Bert WeijtersTo investigate if online TV content platforms create value for consumers (and increase use) by offering its users the possibility to self-invest in the service (by giving…
Investigating apology, perceived firm remorse and consumers’ coping behaviors in the digital media service recovery context
Kai-Yu Wang, Wen-Hai Chih, Li-Chun Hsu, Wei-Ching LinThis research investigates whether and how perceived firm remorse (PFR) influences consumers’ coping behaviors in the digital media service recovery context. It also…
The role of social incompatibility in customer discomfort
Mark Scott Rosenbaum, Tali Seger-Guttmann, Ofir MimranThe purpose of this paper is to explore the concept of customer discomfort in service settings when employees and customers who share social incompatibilities, stemming…
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…
Customer contact in a digital world
Scott E. Sampson, Richard B. ChaseThe customer contact approach to service has been at the core of service theory since the 1970s. It suggests that the potential operating efficiency of a service is…
AI feel you: customer experience assessment via chatbot interviews
Karim Sidaoui, Matti Jaakkola, Jamie BurtonWhile customer experience (CE) is recognized as a critical determinant of business success, both academics and managers are yet to find a means to gain a comprehensive…
The effect of emotions, eWOM quality and online review sequence on consumer intention to follow advice obtained from digital services
Carla Ruiz-Mafe, Enrique Bigné-Alcañiz, Rafael Currás-PérezThis paper analyses the interrelationships between emotions, the cognitive information cues of online reviews and intention to follow the advice obtained from digital…
Information technology and Baumol's cost disease in healthcare services: a research agenda
Sunil Mithas, Charles F. Hofacker, Anil Bilgihan, Tarik Dogru, Vanja Bogicevic, Ajit SharmaThis paper advances a research agenda for service researchers at the intersection of healthcare and information technologies to improve access to quality healthcare at…
Beyond panic buying: consumption displacement and COVID-19
Michael C. Hall, Girish Prayag, Peter Fieger, David DyasonThis study evaluates consumption displacement, the shift in consumption that occurs when consumers experience a change in the availability of goods, services and amenities…
Half human, half machine – augmenting service employees with AI for interpersonal emotion regulation
Alexander P. Henkel, Stefano Bromuri, Deniz Iren, Visara UroviWith the advent of increasingly sophisticated AI, the nature of work in the service frontline is changing. The next frontier is to go beyond replacing routine tasks and…
Identifying the resource integration processes of green service
Hugo Guyader, Mikael Ottosson, Per Frankelius, Lars WitellThe purpose of this paper is to improve the understanding of green service. In particular, the focus is on identifying homopathic and heteropathic resource integration…
An artificial-intelligence-based method for assessing service quality: insights from the prosthodontics sector
Sara M. Martins, Fernando A.F. Ferreira, João J. M. Ferreira, Carla S.E. MarquesThe prosthodontics sector is facing major challenges because of scientific and technological advances that imply a clearer definition of lines of action and decision…
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…
Elevating the human experience (HX) through service research collaborations: introducing ServCollab
Raymond P. Fisk, Linda Alkire (née Nasr), Laurel Anderson, David E. Bowen, Thorsten Gruber, Amy L. Ostrom, Lia PatrícioElevating the human experience (HX) through research collaborations is the purpose of this article. ServCollab facilitates and supports service research collaborations…
Social Media use and value creation in the digital landscape: a dynamic-capabilities perspective
Aurora Garrido-Moreno, Víctor García-Morales, Stephen King, Nigel LockettAlthough Social Media use has become all-pervasive, previous research has failed to explain how to use Social Media tools strategically to create business value in today's…
Why customers and peer service providers do not participate in collaborative consumption
Simon Hazée, Thijs Johannes Zwienenberg, Yves Van Vaerenbergh, Tine Faseur, Audrey Vandenberghe, Olivier KeutgensTechnological innovations such as smart mobile devices and mobile applications gave rise to a new business model: collaborative consumption. This business model, which is…
Two-directional convergence of platform and pipeline business models
Makarand Mody, Jochen Wirtz, Kevin Kam Fung So, Helen HaeEun Chun, Stephanie Q. LiuThis article examines the new phenomenon of the convergence of platform and pipeline business models. It examines the potential synergies and challenges for platforms to…
Testing the influence of real-time performance feedback on employees in digital services
Jonas Lechermeier, Martin Fassnacht, Tillmann WagnerWhile digital media changed the nature of communication in service contexts, often allowing customers to interact instantly with service providers, the implications and…
Digital customer service and customer-to-customer interactions: investigating the effect of online incivility on customer perceived service climate
Todd J. BacileThe domain of digital service not only includes digital service products made available for purchase but also the provision of digital customer service, such as customers…
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…
More than a feeling? Toward a theory of customer delight
A. Parasuraman, Joan Ball, Lerzan Aksoy, Timothy Lee Keiningham, Mohamed ZakiResponding to an increasing call for a more comprehensive conceptualization of customer delight, the purpose of this paper is to expand the theory of customer delight and…
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…
Employee wellness on the frontline: an interactional psychology perspective
David Solnet, Mahesh Subramony, Maria Golubovskaya, Hannah Snyder, Whitney Gray, Olga Liberman, Rohit VermaEmployee wellness is vital to creating high-quality employee–customer interactions, yet frontline service workers (FLSWs) do not typically engage in, or benefit from…
After the revolution – new chances for service research in a digital world
Werner H. Kunz, Gianfranco WalshDigital media has revolutionized societies and changed forever how we do business. This paper aims to determine the current scope of service research in the area of…
Customer participation risk management: conceptual model and managerial assessment tool
Uzay Damali, Enrico Secchi, Stephen S. Tax, David McCutcheonCustomer participation (CP) has received considerable interest in the service literature as a way to improve the customer experience and reduce service providers' costs…
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…
Engaging customers with employees in service encounters: Linking employee and customer service engagement behaviors through relational energy and interaction cohesion
Haw-Yi Liang, Chih-Ying Chu, Jiun-Sheng Chris LinKeeping both employees and customers highly engaged has become a critical issue for service firms, especially for high-contact and highly customized services. Therefore…
Leveraging service design for healthcare transformation: toward people-centered, integrated, and technology-enabled healthcare systems
Lia Patrício, Daniela Sangiorgi, Dominik Mahr, Martina Čaić, Saleh Kalantari, Sue SundarThis paper explores how service design can contribute to the evolution of health service systems, moving them toward people-centered, integrated and technology-enabled…
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…
Accountable algorithms? The ethical implications of data-driven business models
Christoph F. Breidbach, Paul MaglioThe purpose of this study is to identify, analyze and explain the ethical implications that can result from the datafication of service.
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…
Visioning a hospitality-oriented patient experience (HOPE) framework in health care
Philippa Hunter-Jones, Nathaniel Line, Jie J. Zhang, Edward C. Malthouse, Lars Witell, Brooke HollisThis paper considers the question: what would happen if healthcare providers, like their counterparts in the hospitality industry, adopted the principles of customer…
Estimating numerical scale ratings from text-based service reviews
Hsiu-Yuan Tsao, Ming-Yi Chen, Colin Campbell, Sean SandsThis paper develops a generalizable, machine-learning-based method for measuring established marketing constructs using passive analysis of consumer-generated textual data…
The interplay of management response and individual power in digital service environments from a bystander's perspective
Ran Huang, Sejin HaThis study aims to investigate bystanders' perceptions and reactions to management responses to consumer complaints through digital service channels. Specific purposes are…
The impact of augmented reality on overall service satisfaction in elaborate servicescapes
Jana GäthkeArtificial intelligence (AI) has the potential to facilitate service provision and forms the basis for various smart services, such as augmented reality (AR) apps. The…
Enterprise feedback management (EFM): what lies beyond the hype?
Lerzan Aksoy, Sabine Benoit, Shreekant G. Joag, Jay Kandampully, Timothy Lee Keiningham, An L. YanThe needs of CMOs to utilize a firm's data productively in order to support decision-making combined with the reported benefits of enterprise feedback management solutions…
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…
Customer delight during a crisis: understanding delight through the lens of transformative service research
Donald C. Barnes, Jessica Mesmer-Magnus, Alexandra Krallman, Lisa L. Scribner, Rebecca M. GuidiceThe unprecedented dynamics of the COVID-19 pandemic has forced firms to re-envision the customer experience and find new ways to ensure positive service encounters. This…
Luxury services
Jochen Wirtz, Jonas Holmqvist, Martin P. FritzeThe market for luxury is growing rapidly. While there is a significant body of literature on luxury goods, academic research has largely ignored luxury services. The…
Human-like communication in conversational agents: a literature review and research agenda
Michelle M.E. Van Pinxteren, Mark Pluymaekers, Jos G.A.M. LemminkConversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits…
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
