Journal of Service Theory and Practice: Volume 27 Issue 3


Table of contents

Ethnic stereotyping in service provision: When do stereotypes affect the performance expectations and evaluation of ethnic service providers?

Tripat Gill, Hae Joo Kim, Chatura Ranaweera

The purpose of this paper is to investigate the expectations and evaluations of services provided by members of an ethnic minority using the lens of ethnic stereotypes…

Does cooperating with customers support the financial performance of business-to-business professional service firms?

Vida Siahtiri

The purpose of this paper is to analyze the relationship between Business-to-business professional service firms (B2B PSFs) customer cooperation capability (CCC) and its…

The role of expectations on consumer interpretation of new information

Lina Tan, John Heath Roberts, Pamela Danvers Morrison

The purpose of this paper is to investigate the role of consumers’ expectations and their antecedents on beliefs, attitude and behavioral intentions when they respond to…

Why do satisfied customers defect? A closer look at the simultaneous effects of switching barriers and inducements on customer loyalty

Stephanie Hui-Wen Chuah, Philipp A. Rauschnabel, Malliga Marimuthu, Ramayah Thurasamy, Bang Nguyen

The purpose of this paper is to go beyond satisfaction as an indicator of customer loyalty and propose a holistic model of service switching in a mobile internet setting…


Customer experience – a review and research agenda

Rajnish Jain, Jayesh Aagja, Shilpa Bagdare

The purpose of this paper is to review the literature on customer experience to develop a better understanding of the concept and propose a research agenda.


Co-designing services with vulnerable consumers

Timo Dietrich, Jakob Trischler, Lisa Schuster, Sharyn Rundle-Thiele

The purpose of this paper is to investigate how vulnerable consumers can be involved in transformative service design and how this approach may enhance the design of such…


Service with a conscience: moral dilemmas in customer service roles

Dana Yagil, Tamar Shultz

Service employees are frequently exposed to moral dilemmas as a result of their boundary role, attending to the interests of both the organization and customers. The…

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Emerald Publishing Limited

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  • Dr. Chatura Ranaweera
  • Dr. Marianna Sigala