Journal of Service Management: Volume 32 Issue 6


Table of contents

Service journey quality: conceptualization, measurement and customer outcomes

Elina Jaakkola, Harri Terho

The quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the…

ActS – Service design based on human activity sets

Johanna Gummerus, Jacob Mickelsson, Jakob Trischler, Tuomas Härkönen, Christian Grönroos

This paper aims to develop and apply a service design method that allows for stronger recognition and integration of human activities into the front-end stages of the…

Carsharing: a systematic literature review and research agenda

Brenda Nansubuga, Christian Kowalkowski

Following the recent surge in research on carsharing, the paper synthesizes this growing literature to provide a comprehensive understanding of the current state of…

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Emerald Publishing Limited

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  • Dr Jay Kandampully