Journal of Service Theory and Practice: Volume 29 Issue 5/6

Service research in emerging markets: business as usual?

Sanjit Kumar Roy, Harjit Sekhon, Bang Nguyen

Examining the role of customer engagement in augmenting referral value: The moderated-mediation of relational and expertise value

Gurjeet Kaur Sahi, Rita Devi, Satya Bhusan Dash

The purpose of this paper is to examine the impact of a customer engagement-enabling platform on a value captured by the firm and value acquired by the customer. It explores the…

Influence of service-entry waiting on customer’s first impression and satisfaction: The moderating role of opening remark and perceived in-service waiting

Yu Zhang, Bing-Jia Shao

The purpose of this paper is to examine the influence mechanism of waiting time on customer satisfaction based on first impression bias, which explains how customers’ perceived…

Managing customer relationships in emerging markets: Focal roles of relationship comfort and relationship proneness

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

The purpose of this paper is to study the impact of relationship comfort and relationship proneness on the ability of service firms to build and maintain customer relationships in…

Managing engagement in an emerging economy service

Fazlul K. Rabbanee, Mohammad Moinul Haque, Shanta Banik, Mohammad Majedul Islam

The purpose of this paper is to offer a better understanding of managing engagement in an emerging economy service. It explores the role of organisational climates for initiative…

Mediation effects of service features on rapport–dependency link in emerging market

Johra Kayeser Fatima, Rita di Mascio, Raechel Johns, Ali Quazi

The purpose of this paper is to explore the mediation impacts of core, relational and tangible service-quality features on the relationship between customer–frontline employee…

To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers

Amrul Asraf Mohd-Any, Dilip S. Mutum, Ezlika M. Ghazali, Lokmanulhakim Mohamed-Zulkifli

The purpose of this paper is to investigate the importance of successful service recovery in the airline sector by examining the interrelationship between perceived justice…

What to say on social media and how: Effects of communication style and function on online customer engagement in China

Jintao Wu, Junsong Chen, Honghui Chen, Wenyu Dou, Dan Shao

The purpose of this paper is to investigate how nonprofit service providers can better engage their customers through online communication. It identifies two communication styles…