Journal of Service Management: Volume 27 Issue 2


Table of contents

Exposing Pinocchio customers: investigating exaggerated service stories

Lloyd C. Harris, Raymond P. Fisk, Hana Sysalova

While the links between customer word-of-mouth and desirable organizational outcomes have been widely studied, the possibility that customers might routinely exaggerate…


The social aspects of consumption as predictors of consumer loyalty: Online vs offline services

Rodoula H Tsiotsou

Nowadays, companies are seeking to create meaningful and long-term relationships with their customers. Therefore, the purpose of this paper is to examine the role of…


Service guarantee as a recovery strategy: The impact of guarantee terms on perceived justice and firm motives

Benedetta Crisafulli, Jaywant Singh

When a service fails, the guarantee policy of the firm can be employed as a recovery strategy. The terms of the guarantee determine the amount of payout and the ease of…


Enhancing customer loyalty: critical switching cost factors

Dahlia El-Manstrly

The purpose of this paper is to examine the moderator effects of switching costs, classified by type (relational, procedural, and financial) and direction (positive and…


Enhancing customer relationships with retail service brands: The role of customer engagement

Kevin Kam Fung So, Ceridwyn King, Beverley Ann Sparks, Ying Wang

The concept of customer engagement (CE) has emerged as an important indicator of customer-brand relationship strength. However, limited research exists to provide insight…


Shopping experiences in visually complex environments: a self-regulation account

Ulrich R. Orth, Jochen Wirtz, Amelia McKinney

Providing satisfying shopping experiences is a major goal in retail management because satisfaction guides re-patronage behavior. The purpose of this paper is to…


Is more customer control of services always better?

Herm Joosten, Josée Bloemer, Bas Hillebrand

Research on empowerment and service co-production assumed that customers want more control and that more control is better. An empirical test of this assumption, however…

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Emerald Publishing Limited

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  • Dr Jay Kandampully