Journal of Service Theory and Practice: Volume 31 Issue 3


Table of contents

Journal of Service Theory and Practice at age 30: past, present and future contributions to service research

Naveen Donthu, Satish Kumar, Chatura Ranaweera, Marianna Sigala, Riya Sureka

In 2020, the Journal of Service Theory and Practice (JSTP), previously titled Managing Service Quality, celebrates its 30th anniversary. This study provides a…

Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective

Xiaojun Zhan, Wenhao Luo, Hanyu Ding, Yanghao Zhu, Yirong Guo

Prior studies have mainly attributed customer incivility to dispositional characteristics, whereas little attention has been paid to exploring service employees' role in…

The role of information systems and knowledge codification for service provision strategies

John N. Walsh, Jamie O'Brien

While service scholars see modularisation as balancing the efficiency of standardisation with the value added through customisation the relationships between these…

Robo-advisors (RAs): the programmed self-service market for professional advice

Mark N. Wexler, Judy Oberlander

This conceptual paper draws together an interdisciplinary approach to robo-advisors (RAs) as an example of an early and successful example of automated, programmed…


Towards a circumplex typology of customer service experience management practices: a dyadic perspective

Yasin Sahhar, Raymond Loohuis, Jörg Henseler

The purpose of this study is to identify the practices used by service providers to manage the customer service experience (CSE) across multiple phases of the customer…


Training as an internal marketing tool within the franchise system

Carmen Domínguez-Falcón, Margarita Fernández-Monroy, Inmaculada Galván-Sánchez, José Luis Ballesteros-Rodríguez

The purpose of this paper is to analyse the important role of training (specifically, training relevance and training transfer) in enhancing franchisor-franchisee…

Influence of prior reviews about a firm and its alliance partners on reviewers' feedback: evidence from the airline industry

Swagato Chatterjee, Srabanti Mukherjee, Biplab Datta

The purpose of this study is to explore the impact of other customer's opinion on a service firm and its alliance on the evaluation of the airline by the focal customer by…

An investigation into the antecedents of frontline service employee guardianship behaviours

Balkrushna Potdar, Tony Garry, Juergen Gnoth, John Guthrie

This study aims to provide empirically generated insights into the drivers of guardianship behaviour among frontline service employees (FLEs) within retail settings.

Servitisation through structural adaptation

Saad Zighan, Ziad Alkalha, David Bamford, Iain Reid, Zu'bi M.F. Al-Zu'bi

The purpose of this study is to investigate the structural changes needed for project-based organisations (PBOs) to synthesise their project operations and services…

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Copyright Holder:

Emerald Publishing Limited

Open Access:



  • Dr. Chatura Ranaweera
  • Dr. Marianna Sigala