Journal of Service Management: Volume 21 Issue 2


Table of contents

Service development success: a contingent approach by knowledge strategy

Chris Storey, Frank M. Hull

Contingency theory suggests that effective strategies and structures are not universal but dependant upon situational factors. The purpose of this paper is to explore how…

Measuring innovation competencies for integrated services in the communications industry

Hsien‐Tang Ko, Hsi‐Peng Lu

The purpose of this paper is to gain insight into firms' innovation competencies and to develop an instrument to examine the key innovation competencies that contribute to…

Other‐customer failure: Effects of perceived employee effort and compensation on complainer and non‐complainer service evaluations

Wen‐Hsien Huang

The purpose of this paper is to explore how the organizational recovery response to other‐customer failure influences the affected customer's level of satisfaction…

Service differentiation: A self‐image congruency perspective on brand building in the labor market

Tor W. Andreassen, Even J. Lanseng

Service‐dominant logic of marketing claims that employees' knowledge and skills are the firm's only sustainable advantage. The purpose of this paper is to analyze the…

The impact of service orientation in corporate culture on business performance in manufacturing companies

Heiko Gebauer, Bo Edvardsson, Margareta Bjurko

The purpose of this paper is to examine if there is a relationship between the interdependence among different components of service culture and performance. This paper…

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Emerald Publishing Limited

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  • Dr Jay Kandampully