Journal of Service Management: Volume 27 Issue 5


Table of contents

Customer experience formation in today’s service landscape

Michaela Lipkin

The purpose of this paper is to review customer experience formation (CXF) by first locating and analyzing how researchers approach CXF in the service literature and the…

Customer response to interactional service experience: The role of interaction environment

Carmen-Maria Albrecht, Stefan Hattula, Torsten Bornemann, Wayne D. Hoyer

The purpose of this paper is to examine causal attribution in interactional service experiences. The paper investigates how triggers in the environment of a…

A longitudinal comparison of customer satisfaction and customer-company identification in a service context

Min-Hsin Huang, Zhao-Hong Cheng

Customer satisfaction (CS) and customer-company identification (CCI) are two important relational constructs and play a complementary role in the service-profit chain…

Setting the stage for service experience: design strategies for functional services

Ahmad Beltagui, Marina Candi, Johann C.K.H. Riedel

The purpose of this paper is to identify service design strategies to improve outcome-oriented services by enhancing consumers’ emotional experience, while overcoming…

Internal service quality as a driver of employee satisfaction, commitment and performance: Exploring the focal role of employee well-being

Piyush Sharma, Titus Tak Chuen Kong, Russel P.J. Kingshott

The purpose of this paper is to use “positive organizational behavior” and “transformative service research” paradigms to introduce “employee well-being” as a focal…

Practice styles and service systems

Jennifer D. Chandler, Steven Chen

The purpose of this paper is to examine how practices influence service systems.

When public services fail: a research agenda on public service failure

Steven Van de Walle

The purpose of this paper is to review the literature on public service failure and develop a research agenda for studying public service failure alongside private service…

Cover of Journal of Service Management



Online date, start – end:


Copyright Holder:

Emerald Publishing Limited

Open Access:



  • Dr Jay Kandampully