Journal of Service Theory and Practice: Volume 29 Issue 4

Reacting to negative online customer reviews: Effects of accommodative management responses on potential customers

Rico Piehler, Michael Schade, Ines Hanisch, Christoph Burmann

The purpose of this paper is to investigate the effects of explanation and compensation, as specific accommodative management responses to negative online customer reviews, on…

Cyborgs as frontline service employees: a research agenda

Tony Garry, Tracy Harwood

The purpose of this paper is to identify and explore potential applications of cyborgian technologies within service contexts and how service providers may leverage the…

Friend or foe? Chat as a double-edged sword to assist customers

Marion Sangle-Ferriere, Benjamin G. Voyer

The development of self-service technologies, while intended to better serve customers by offering them autonomy, has created situations in which individuals may require…

Volunteer engagement: conceptual extensions and value-in-context outcomes

Jodie Conduit, Ingo Oswald Karpen, Kieran D. Tierney

The ability to attract and retain volunteers is crucial for not-for-profit organizations, and consequently, the need to understand and manage volunteers’ engagement is paramount…

Role of commercial friendship, initiation and co-creation types

James A. Busser, Lenna V. Shulga

The purpose of this paper is to introduce and test customer perceptions of four types of value co-creation (VCC), explore VCC a priori condition of relatedness, operationalized as…

The dynamic outcomes of service quality: a longitudinal investigation

Khalid Hussain, Fengjie Jing, Muhammad Junaid, Farasat Ali Shah Bukhari, Huayu Shi

The purpose of this paper is to suggest that the effects of service quality (SQ) on outcome variables may shift over time. However, scant attention has been paid to capturing that…