Journal of Service Management: Volume 23 Issue 5

How organizational and employee‐customer identification, and customer orientation affect job engagement

Nwamaka A. Anaza, Brian Rutherford

The purpose of this paper is to examine the impact of organizational and employee‐customer identification on job engagement. The paper also aims to explore the role of customer…

Collaboration competency and partner match for e‐service product innovation through knowledge integration mechanisms

Hung Tai Tsou

The purpose of this paper is to describe the relationships among collaboration competency, partner match, knowledge integration mechanisms (KIMs), and e‐service product innovation.

Antecedents to participation in corporate social responsibility programs

Anna S. Mattila, Lydia Hanks

In today's competitive marketplace, companies are devoting an increasing amount of time and money to establishing themselves as socially responsible, in an effort to appeal to the…

Exploring internal mechanisms forming customer servicescape experiences

Jörg Pareigis, Per Echeverri, Bo Edvardsson

The purpose of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service experience.

Shaping, organizing, and rethinking service innovation: a multidimensional framework

Luis Rubalcaba, Stefan Michel, Jon Sundbo, Stephen W. Brown, Javier Reynoso

The purpose of this paper is to review key research contributions that may be useful for rethinking service innovation. Service innovation is not a monolithic construct;…