Journal of Service Management: Volume 23 Issue 3


Table of contents - Special Issue: QUIS 12: Expanding the Definition of Service Excellence and Quality in Service

Guest Editors: Rohit Verma

Customer co‐creation in service innovation: a matter of communication?

Anders Gustafsson, Per Kristensson, Lars Witell

Customer co‐creation is becoming increasingly popular among companies, and intensive communication with customers is generally seen as a determinant of the success of a…

Co‐creation and learning in health‐care service development

Mattias Elg, Jon Engström, Lars Witell, Bozena Poksinska

The purpose of this study is to develop and evaluate a model for patient co‐creation and learning based on diaries for use in health‐care service development. In…

How to transform consumers into fans of your brand

Benedikt Jahn, Werner Kunz

Brand fan pages on social networks have become very popular online services. However, empirical research on fan pages is still in its infancy. Therefore, the purpose of…

Customer experience modeling: from customer experience to service design

Jorge Teixeira, Lia Patrício, Nuno J. Nunes, Leonel Nóbrega, Raymond P. Fisk, Larry Constantine

Customer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers…

Pushing the frontier of sustainable service operations management: Evidence from US hospitality industry

Jie J. Zhang, Nitin Joglekar, Rohit Verma

The purpose of this study is to develop a performance measurement system of environmental sustainability in service settings and to empirically examine the relationship…

Reversing the green backlash in services: credible competitors help large companies go green

HaeEun Helen Chun, Michael Giebelhausen

The purpose of this research is to first demonstrate a “green backlash” effect whereby evaluations of a large service organization decrease after the organization…

Transitioning from a goods‐dominant to a service‐dominant logic: Visualising the value proposition of Rolls‐Royce

Irene Ng, Glenn Parry, Laura Smith, Roger Maull, Gerard Briscoe

The purpose of this paper is to present a visualisation of the firm's offering from a service‐dominant logic (S‐DLogic) perspective. The case of Rolls‐Royce is presented…

Service innovation in manufacturing

John E. Ettlie, Stephen R. Rosenthal

The purpose of this paper is to report on nine in‐depth case histories of manufacturing firms introducing significant new service innovations. Manufacturing firms are…

Service's scientific community: a social network analysis (1995‐2010)

Michele Esteves Martins, Guilherme Silveira Martins, João Mario Csillag, Susana Carla Farias Pereira

The purpose of this paper is to characterize and discuss the collaborative network formed by researchers that published about services in the top journals in Operations…

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  • Dr Jay Kandampully