Journal of Service Theory and Practice: Volume 28 Issue 4

Guest editorial: Services marketing and customer experience in a post-disciplinary era

Jörg Finsterwalder, Alastair Tombs

When service failure leads to sin: Exploring service transgression and customer forgiveness in a multi-faith context

Yit Sean Chong, Pervaiz K. Ahmed

The purpose of this paper is to examine the notion of “service transgression” which violates customers’ religious beliefs through observing certain dietary guidelines that shape…

Incorporating visual methods in longitudinal transformative service research

Sarah Dodds, Sandy Bulmer, Andrew Murphy

Consumer experiences of healthcare services are challenging for researchers to study because of the complex, intangible and temporal nature of service provision. The purpose of…

The impact of switching costs on customer complaint behavior and service recovery evaluation

Maxi Bergel, Christian Brock

The purpose of this paper is to examine the impact of three different dimensions of switching costs on customer dissatisfaction response styles as well as on the evaluation of…

Is transparency a double-edged sword in citizen satisfaction with public service? Evidence from China’s public healthcare

Yongheng Yang

The purpose of this paper is to explain the direct and moderating effects of perceived transparency on citizen satisfaction with public healthcare services.

How CSR impact meaning of work and dysfunctional customer behavior

Jiyoung Kim, Hae-Ryong Kim, Russell Lacey, Jaebeom Suh

The purpose of this paper is to investigate how frontline service employees’ (FSEs) perceptions of corporate social responsibility (CSR) can enhance meaningful work perceptions as…

Service enterprise productivity in action: measuring service productivity

Moira Scerri, Renu Agarwal

The purpose of this paper is to measure service productivity using the Service Enterprise Productivity in Action (SEPIA) model. The research operationalises only one of the five…