Journal of Service Management: Volume 29 Issue 1

Subjects:

Table of contents

A roadmap for driving customer word-of-mouth

Timothy Lee Keiningham, Roland T. Rust, Bart Lariviere, Lerzan Aksoy, Luke Williams

Managers seeking to manage customer word-of-mouth (WOM) behavior need to understand how different attitudinal drivers (e.g. satisfaction, positive and negative emotion…

Service operations: what have we learned?

Liana Victorino, Joy M. Field, Ryan W. Buell, Michael J. Dixon, Susan Meyer Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda V. Roth, Enrico Secchi, Jie J. Zhang

The purpose of this paper is to identify research themes in service operations that have great potential for exciting and innovative conceptual and empirical work. To…

Service operations: what’s next?

Joy M. Field, Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan Meyer Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda V. Roth, Enrico Secchi, Jie J. Zhang

The purpose of this paper is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics…

Customer-company identification transfer across service alliances

Jeremy S. Wolter, V. Myles Landers, Simon Brach, J. Joseph Cronin

The purpose of this paper is to examine whether customer-company identification (CCI) can transfer from one organization to the next within the context of service alliances.

Team diversity and its management in a co-design team

Jakob Trischler, Per Kristensson, Don Scott

The purpose of this paper is to explore the conditions under which a co-design team comprised of in-house professionals and leading-edge service users can generate…

A scaling up framework for innovative service ecosystems: lessons from Eataly and KidZania

Laura Di Pietro, Bo Edvardsson, Javier Reynoso, Maria Francesca Renzi, Martina Toni, Roberta Guglielmetti Mugion

The purpose of this paper is to explore why innovative service ecosystems scale up, using a service-dominant logic lens. The focus is on identifying the key drivers of the…

Cover of Journal of Service Management

ISSN:

1757-5818

Online date, start – end:

2009

Copyright Holder:

Emerald Publishing Limited

Open Access:

hybrid

Editor:

  • Dr Jay Kandampully