Journal of Service Theory and Practice: Volume 27 Issue 6


Table of contents

Service quality and global competitiveness: evidence from global service firms

Wenbin Sun, Jing Pang

The purpose of this paper is to explore the relationship between service quality and firms’ global competitiveness in the service industry. A set of moderating effects is…


Trust, information asymmetry and professional service online referral agents

Giuseppe Pedeliento, Daniela Andreini, Mara Bergamaschi, Jane Elizabeth Klobas

The purpose of this paper is to evaluate how the intermediation of an online agent in the relationship between prospective clients and professional service providers affects…

Impact of frontline service employees’ acculturation behaviors on customer satisfaction and commitment in intercultural service encounters

Sanjaya Singh Gaur, Piyush Sharma, Halimin Herjanto, Russel P.J. Kingshott

The purpose of this paper is to explore the impact of four types of acculturation behaviors of frontline service employees (assimilation, separation, integration, and…


A contingency model of “Face” loss in service encounters: an Eastern cultural context

Chuanchuen Akkawanitcha, Paul G. Patterson

The purpose of this paper is to examine the impact of a loss of face on the psychological well-being of frontline employees (FLEs) in an Eastern cultural context (Thailand) when…

The beginning of value co-creation: understanding dynamics, efforts and betterment

Tom Chen, Shirley Ou Yang, Cheryl Leo

The purpose of this paper is to understand the beginning of value co-creation by uncovering the roles, efforts, and desired outcomes of employees and how they affect employees’…

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Emerald Publishing Limited

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  • Dr. Chatura Ranaweera
  • Dr. Marianna Sigala