Journal of Service Management: Volume 31 Issue 1

Service creativity reinforcement and firm performance: The roles of innovation intensity and contexts

Kuen-Hung Tsai, Stephen Chi-Tsun Huang

Many service firms have adopted creativity reinforcement mechanisms to manage employee-based service creativity so as to pursue their performance growth. However, its impact on…

Transformative service research, service design, and social entrepreneurship: An interdisciplinary framework advancing wellbeing and social impact

Linda Alkire (née Nasr), Christine Mooney, Furkan A. Gur, Sertan Kabadayi, Maija Renko, Josina Vink

The purpose of this paper is to provide an interdisciplinary framework bridging service design and social entrepreneurship with transformative service research (TSR) to create…

The customer experience – loyalty link: moderating role of motivation orientation

Alisha Stein, B. Ramaseshan

The purpose of this paper is threefold: first, to examine the effects of different touch points on customer experience, second, effects of customer experience on loyalty…

Trapped in a service encounter: Exploring customer lock-in and its effect on well-being and coping responses during service encounters

Sabine Fliess, Maarten Volkers

The purpose of this paper is to explore the reasons why customers often cannot or do not exit a negative service encounter (lock-in) and to discuss how this affects their…

Employee emotional displays in the extended service encounter: A happiness-based examination of the impact of employees depicted in service advertising

Magnus Soderlund, Hanna Berg

The purpose of this paper is to examine the impact of happiness expressed by service firm employees when they are depicted in marketing communications materials, such as printed…