Journal of Service Management: Volume 32 Issue 6

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 customer path…

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 service…

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 research and…

How industry and occupational stereotypes shape consumers' trust, value and loyalty judgments concerning service brands

Petar Gidaković, Vesna Zabkar

Longitudinal studies have shown that consumer satisfaction has increased over the last 15 years, whereas trust and loyalty have decreased during the same period. This finding…