Journal of Service Theory and Practice: Volume 29 Issue 1


Table of contents

From victim to saboteur: Testing a moderated mediation model of perceived undermining, state hostility, and service sabotage

Li Hongbo, Muhammad Waqas, Hussain Tariq

By integrating affective events theory and insights from the displaced aggression literature, the purpose of this paper is to highlight that state hostility can serve as an…

How leaders’ perceived emotional labor leads to followers’ job performance: A serial mediation model

Tae Won Moon, Won-Moo Hur, Yong Jun Choi

Previous research has focused mainly on the antecedents and consequences of service employees’ emotional labor during the enactment of service roles, with little attention having…


Employees’ agency in the formalisation of knowledge-intensive business service processes: A cross-case comparison

Tiina Tuominen, Miia Martinsuo

The purpose of this paper is to identify and explain how different kinds of knowledge-intensive business service processes (KIBS processes) can be formalised without excessively…

Moderating effects of service separation on customer relationships with service firms: A social-exchange perspective

Faisal T. Alhathal, Piyush Sharma, Russel P.J. Kingshott

The purpose of this paper is to examine the impact of service separation on the ability of service firms to build and maintain customer relationships, by exploring the differences…


The differential effects of separated vs. unseparated services: The roles of performance risk and regulatory focus

Hean Tat Keh, Nicole Hartley, Di Wang

The purpose of this paper is to examine the effects of service separation on perceived value and intention to enroll in the higher education context, as mediated by perceived…

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Emerald Publishing Limited

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  • Dr. Chatura Ranaweera
  • Dr. Marianna Sigala