Journal of Service Management: Volume 29 Issue 4


Table of contents - Special Issue: Service-dominant logic, service ecosystems and institutions: bridging theory and practice

Guest Editors: Irene C.L. Ng, Stephen L. Vargo

Shaping service ecosystems: exploring the dark side of agency

Cristina Mele, Suvi Nenonen, Jaqueline Pels, Kaj Storbacka, Angeline Nariswari, Valtteri Kaartemo

The extant service ecosystem literature rarely addresses the dark side of actors’ agency, which hinders further development of the service-dominant (S-D) logic…


A systemic logic for platform business models

Julia A. Fehrer, Herbert Woratschek, Roderick J. Brodie

The purpose of this paper is to introduce a new business model logic, highlighting value processes in and properties of platform business models to inform business model…


Game-changers: dynamic capabilities’ influence on service ecosystems

Suvi Nenonen, Johanna Gummerus, Alexey Sklyar

Service-dominant logic acknowledges that actors can influence how service ecosystems evolve through institutional work, but empirical research is only nascent. This paper…


Institutional types and institutional change in healthcare ecosystems

Oana Maria Pop, Sara Leroi-Werelds, Nadine Roijakkers, Tor W. Andreassen

The purpose of this paper is to propose a typology of institutions enabling or constraining customer centricity and value co-creation in service ecosystems; illustrate the…


Boundary objects for institutional work across service ecosystems

Laszlo Sajtos, Michael Kleinaltenkamp, Julie Harrison

Institutional arrangements for collaborative purposes have gained increasing attention within research on service ecosystems. For collaborations to be effective, actors…

Co-creating services—conceptual clarification, forms and outcomes

Anna-Sophie Oertzen, Gaby Odekerken-Schröder, Saara A. Brax, Birgit Mager

The purpose of this paper is to assess, clarify and consolidate the terminology around the co-creation of services, establish its forms and identify its outcomes, to…


Assessing the effects of multichannel service provider corporate reputation on customer new product adoption and RFM value

Gianfranco Walsh, Mario Schaarschmidt, Stefan Ivens

Service providers leverage their corporate reputation management efforts to increase revenues by shaping customer attitudes and behaviours, yet the effects on customer…

Flow revisited: process conceptualization and a novel application to service contexts

Jan Drengner, Steffen Jahn, Pia Furchheim

Flow is an important yet under-utilized concept to examine extraordinary experiences in service encounters. An extensive review of extant literature revealed several…


How price fairness and fit affect customer tariff evaluations

Philipp Leinsle, Dirk Totzek, Jan Hendrik Schumann

Promotional cues related to notions of fair prices or pricing designed to fit consumers’ needs are prevalent for many service offers. The purpose of this paper is to…

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  • Dr Jay Kandampully