Journal of Service Management: Volume 21 Issue 4


Table of contents - Special Issue: QUIS 11: Moving Forward with Service Quality

Guest Editors: Bernd Stauss

Service strategies in a supply chain

Nina Löfberg, Lars Witell, Anders Gustafsson

The paper seeks to investigate how and why service strategies differ among manufacturing companies at different positions in a supply chain.

Solutions offerings: a critical review and reconceptualisation

Fredrik Nordin, Christian Kowalkowski

The purpose of this paper is to offer a critical analysis of the literature of solutions offerings; to provide a new conceptual framework, incorporating dimensions that…

Benefits and uncertainties of performance‐based contracting in manufacturing industries: An agency theory perspective

Phillipp Hypko, Meike Tilebein, Ronald Gleich

In view of a lack of understanding of the consequences of performance‐based contracting (PBC), this paper aims to reveal deeper insights into the mechanisms inherent to…

Capabilities for managing service innovation: towards a conceptual framework

Pim den Hertog, Wietze van der Aa, Mark W. de Jong

The purpose of this paper is to identify and reflect on a set of dynamic capabilities for managing service innovation and applies a dynamic capabilities view (DCV) of…

Triangle model of fairness: investigating spillovers and reciprocal transfers

Robert Folger, Robert C. Ford, Mary Bardes, Duncan Dickson

The purpose of this paper is to present and partially test the triangle model of fairness (TMF) by examining employee reactions to customer fairness.

A customer‐dominant logic of service

Kristina Heinonen, Tore Strandvik, Karl‐Jacob Mickelsson, Bo Edvardsson, Erik Sundström, Per Andersson

The paper seeks to introduce to a new perspective on the roles of customers and companies in creating value by outlining a customer‐based approach to service. The…

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  • Dr Jay Kandampully