Journal of Service Management: Volume 20 Issue 2

Innovation in services: present findings, and future pathways

Henning Droege, Dagmar Hildebrand, Miguel A. Heras Forcada

The purpose of this paper is, firstly, to review existing schools of thought and to identify present research fields in new service development (NSD) and service innovation…

Development of industrial service offerings: a process framework

Daniel Kindström, Christian Kowalkowski

The purpose of this paper is to propose a service development process that is adapted to manufacturing companies and to discuss its implications for companies with a traditional…

Restorative servicescapes: restoring directed attention in third places

Mark S. Rosenbaum

The purpose of this paper is to introduce restorative servicescapes. The work demonstrates that younger‐aged consumers may remedy symptoms associated with directed attention…

Emotions and stability in telecom‐customer relationships

Inger Roos, Margareta Friman, Bo Edvardsson

The purpose of this paper is to investigate whether or not emotions experienced in customer relationships – linked to actual behavior – could enhance understanding of their future…

Internal branding: an enabler of employees' brand‐supporting behaviours

Khanyapuss Punjaisri, Heiner Evanschitzky, Alan Wilson

The purpose of this paper is to understand the internal branding process from the employees' perspective; it will empirically assess the relationship between internal branding and…

Contradictory spaces: negotiating virtual spaces of consumption

Angus Laing, Terry Newholm, Gill Hogg

The internet driven information revolution is frequently cited as one of the key drivers (re‐)shaping contemporary consumption. In particular, the internet has been seen as…

Management Lessons From Mayo Clinic

Bo Enquist

Best papers from the AMA SERVSIG International Research Conference 2008

Steve Baron, Anthony Patterson, Steve Oakes, Kim Harris