Journal of Service Theory and Practice: Volume 28 Issue 1


Table of contents

Benchmarking hotel service quality using two-dimensional importance-performance benchmark vectors (IPBV)

Nigel Hemmington, Peter Beomcheol Kim, Cindie Wang

Importance-performance analysis (IPA) is an effective tool for firms to prioritise service quality attributes, but has limitations in evaluating and enhancing service…


Designing gamified transformative and social marketing services: An investigation of serious m-games

Rory Francis Mulcahy, Rebekah Russell-Bennett, Nadia Zainuddin, Kerri-Ann Kuhn

The purpose of this paper is twofold: first, to extend transformative service and social marketing practitioners’ and academics’ understanding of how gamification and…


Business customers’ readiness to adopt manufacturer’s new services

Eija Vaittinen, Miia Martinsuo, Roland Ortt

For successful servitization, manufacturing firms must understand how their customers adopt new services. The purpose of this paper is to explore customers’ readiness for…


An exploratory study of online review management in hospitality services

Run Hong Niu, Ying Fan

More and more customers refer to online reviews before making any purchasing decisions thanks to the increasing popularity of social media and online shopping. This…


Using data to advance service: managerial issues and theoretical implications from action research

Chiehyeon Lim, Min-Jun Kim, Ki-Hun Kim, Kwang-Jae Kim, Paul P. Maglio

The proliferation of (big) data provides numerous opportunities for service advances in practice, yet research on using data to advance service is at a nascent stage in…

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Copyright Holder:

Emerald Publishing Limited

Open Access:



  • Dr. Chatura Ranaweera
  • Dr. Marianna Sigala