Journal of Service Management: Volume 22 Issue 2

Idea generation: customer co‐creation versus traditional market research techniques

Lars Witell, Per Kristensson, Anders Gustafsson, Martin Löfgren

The purpose of this paper is to understand the differences between proactive and reactive market research techniques during the development of new market offerings. The study…

Impact of value congruence on affective commitment: examining the moderating effects

Jing Zhang, Josée Bloemer

Value congruence (VC) (the similarity between personal and object‐relevant values (such as a product or service)) rarely appears in studies of services, despite its importance for…

What makes service employees and customers smile: Antecedents and consequences of the employees' affective delivery in the service encounter

Jiun‐Sheng Chris Lin, Cheng‐Yu Lin

The purpose of this paper is to examine the phenomenon of emotional contagion in service encounters by proposing and testing an empirical model of the antecedents and consequences…

Developing effective service compensation strategies: Is a price reduction more effective than a free gift?

Wen‐Hsien Huang, Tzu‐Da Lin

The purpose of this paper is to gain some insight into the effectiveness of different types of tangible compensation strategies for two different types of services: utilitarian…

Contractual governance for public service value networks

Bo Enquist, Carolina Camén, Mikael Johnson

The aim of this paper is to explore the links between contractual governance and performance measurement in a value network for public service business, in the context of public…

Comparative cross‐cultural service quality: an assessment of research methodology

Miguel Morales, Riadh Ladhari

The purpose of this paper is to examine the methodological approaches adopted in cross‐cultural service quality (CCSQ) research and the extent to which these approaches have…

Incentives, organisational identification, and relationship quality among members of fine arts museums

Carmen Camarero, Ma José Garrido

The purpose of this paper is to explore the relationship between museums and their donor clients (“friends”) by analysing the relative importance of the benefits (material and…