Journal of Service Theory and Practice
Issue(s) available: 58 – From Volume: 25 Issue: 1, to Volume: 34 Issue: 4
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Volume 34
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Volume 27
Volume 26
Employee performance under tension: the influence of employee creativity, paradox mindset, and psychological empowerment
Liem Viet Ngo, Duc Anh La, Jiraporn Surachartkumtonkun, Thu Ha Nguyen, Duc Thanh Vo, Minh-Thu Thi PhanFrontline employees frequently experience tension at work. Based on paradox theory, this study investigates why and when tension can result in positive performance outcomes and…
Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach
Subashini Ramakrishnan, Dilip S. Mutum, Myint Moe Chit, Meng Seng WongThis paper aims to examine the mediating role of occupational stress in addressing the missing link between organisational intelligence (OI) traits and digital government service…
ChatGPT and service: opportunities, challenges, and research directions
Marianna Sigala, Keng-Boon Ooi, Garry Wei-Han Tan, Eugene Cheng-Xi Aw, Tat-Huei Cham, Yogesh K. Dwivedi, Werner H. Kunz, Kate Letheren, Anubhav Mishra, Rebekah Russell-Bennett, Jochen WirtzSince its inception, ChatGPT has been disruptively transforming how businesses operate along the whole value chain. The service sector is no exception from these technological…
The quest for delightful experiences and profitable enterprises: how customer delight impacts financial performance
Edwin Torres, Murat Kizildag, Jongwon LeeThe present research sought to analyze the effects of customer delight on both internal and external financial structures of publicly traded, service firms.
When and why does customization reduce booking cancellations? Field evidence from two hotels
Frank Mathmann, Di Wang, Jesse Elias ChristianThis study employs S-D Logic to examine the hotel booking behaviors of individuals, with a focus on the impact of service customization on service cancellation. Additionally, the…
Empowering frontline service employees: examining the link between psychological empowerment, prosocial motivation and proactive behavior through the lens of horizontal collectivism
Juman Iqbal, Shameem Shagirbasha, Kumar MadhanElucidating self-determination and psychological empowerment theories, the current study aims to examine the link between psychological empowerment and proactive behavior…
Brand avatar present or absent? Investigate brand avatar and consumer forgiveness in public apology
Xueying Wang, Yuexian ZhangThe rising occurrence of digitally driven public consumer complaints has made it necessary for enterprises to obtain consumer forgiveness. However, existing research has provided…
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics
Wim Coreynen, Johanna Vanderstraeten, Joeri van Hugten, Arjen van WitteloostuijnDespite the increasing attention given to product-service integration (PSI), little is known about this innovation strategy from a key decision-maker’s perspective. To address…
Does actors' engagement with capacity-building training programs enable delivery of SDG-aligned public services? The case of senior public officials
Fara Azmat, Ahmed Shahriar Ferdous, Faisal Wali, Mohammad Badrul Muttakin, Mohammed Ziaul HaqueThis study examines whether engagement with Sustainable Development Goal (SDG)-focused specialized training programs enable senior public officials (focal actor) to collectively…
ISSN:
2055-6225Renamed from:
Managing Service Quality: An International JournalOnline date, start – end:
2015Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr. Chatura Ranaweera
- Dr. Marianna Sigala