Journal of Service Theory and Practice: Volume 32 Issue 3

Designing energy solutions: a comparison of two participatory design approaches for service innovation

Taylor Jade Willmott, Erin Hurley, Sharyn Rundle-Thiele

Participatory design involves users and other key stakeholders in processes that aim to ensure solutions generated meet their needs. This paper compares the processes and outcomes…

How and when does job crafting contribute to franchised restaurant managers' service performance? The moderation of headquarter control systems

Won-Moo Hur, Yuhyung Shin, Hansol Hwang

This study aims to explore how and when managers' job crafting contributes to their service performance. The first objective of the research was to assess the mediating…

Fostering engagement among emotionally exhausted frontline employees in financial services sector

Gurjeet Kaur Sahi, Sanjit K. Roy, Tisha Singh

This study investigates the role of personal resource (i.e. psychological empowerment) in reducing the negative impact of emotional exhaustion of frontline employees on their…

How does relationship length influence donation amount over time for regular members of nonprofit organizations – the moderating role of donation frequency

Ana Minguez, F. Javier Sese

The purpose of this study is to investigate whether a U-shaped relationship exists between the length of time a donor has been a regular member in a nonprofit organization and the…

Coping with no-show behaviour in appointment services: a multistage perspective

Xiaoyan Xu, Miao Hu, Xiaodong Li

This study aims to help businesses cope with consumers' no-show behaviour from a multistage perspective. It specifically identifies no-show reasons at each stage of appointment…