Journal of Service Management: Volume 24 Issue 1


Table of contents

Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport

Cécile Delcourt, Dwayne D. Gremler, Allard C.R. van Riel, Marcel van Birgelen

During service encounters, it has been suggested that emotionally competent employees are likely to succeed in building rapport with their customers, which in turn often…

Having a strategy for new service development – does it really matter?

Bo Edvardsson, Thomas Meiren, Adrienne Schäfer, Lars Witell

The aim of this study is to investigate the role of key strategic factors in new service development (NSD). In particular, the role of service development strategy, a…

Trust development in e‐services: a cohort analysis of Millennials and Baby Boomers

Michael Obal, Werner Kunz

Building trust is crucial for e‐service providers looking to develop long‐term customer relationships. But consumers from dissimilar demographic groups behave differently…

Primacy versus recency effects in extended service encounters

Ina Garnefeld, Lena Steinhoff

Customer satisfaction formation represents a dynamic phenomenon, especially in extended service encounters. A single service encounter may have an extended duration and…

“Tailoring” customization services: Effects of customization mode and consumer regulatory focus

Yonggui Wang, Jay Kandampully, He (Michael) Jia

The aim of this article is to examine the interaction effect of customization mode and regulatory focus on the “tailoring” outcomes of customized services in both the…

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Emerald Publishing Limited

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  • Dr Jay Kandampully