Journal of Service Management: Volume 32 Issue 5

Trajectories of influential conceptual articles in service research

Loic Pengtao Li, Julia A. Fehrer, Roderick J. Brodie, Biljana Juric

The purpose of this study is to diagnose the trajectory of influential conceptual articles in developing a research stream. The authors uncover the knowledge diffusion through…

Hierarchy of customer goals: conceptual framework and new insights

Zahra Tabaei Aghdaei, Janet R. McColl-Kennedy, Leonard V. Coote

The purpose of this paper is to: (1) better understand the structure (hierarchy) of customer goals providing conceptual clarity; and (2) propose a hierarchy of customer goals…

Conceptualising employee involvement in service innovation: an integrative review

Marit Engen, Lars Fuglsang, Tiina Tuominen, Jon Sundbo, Jørn Kjølseth Møller, Ada Scupola, Flemming Sørensen

Employees are considered as important contributors to service innovation, but the literature is not unanimous about what employee involvement in service innovation entails. To…

A methodological framework for crafting situated services

Francesco Mazzarella, Andrew May, Val Mitchell

This paper discusses how service design can be used to activate a transition of textile artisan communities towards a sustainable future.

Robotic involvement in the service encounter: a value-centric experience framework and empirical validation

Laurie Wu, Alei Fan, Yang Yang, Zeya He

Taking a mixed-method approach, this research developed and validated a novel, value-centric experience framework delineating robotic involvement in the service encounter and its…

International resource configuration of product-related services in the digital age – An analysis of its antecedents

Jelena Jovanovic, Dirk Morschett

Although many manufacturers depend on international sales, and product-related services continue to increase in importance, little is known about how manufacturers should deliver…

Should we cooperate? Game theory insights for servitization

Scott Wagstaff, Jamie Burton, Judy Zolkiewski

An abundance of literature suggests that organisations adopting a cooperative approach achieve greater rewards than those that act in opposition or isolation. An emerging body of…