Journal of Service Theory and Practice: Volume 32 Issue 5


Table of contents

A sequential process from external stakeholder pressures to performance in services

Yu Shi, Kuen-Hung Tsai

This study develops a sequential process model to address how to improve firm performance by responding to external stakeholder pressures in service contexts.

“Yes, I know you”: the role of source familiarity in the relationship between service adaptive behavior and customer satisfaction

Yung-Cheng Shen, Heng-Yu Lin, Cindy Yunhsin Chou, Po Han Wu, Wei-Hao Yang

This study investigates the role of source familiarity in moderating the effect of service adaptive behavior (SAB) on customer satisfaction. Applying the…

Dimensions of e-return service quality: conceptual refinement and directions for measurement

Shilpi Saxena, Vaibhav Chawla, Jaana Tähtinen

Research regarding the quality of e-tailers’ service during product returns is sparse and the little that has been performed treats returns as recovery from failure. However, that…

Transforming healthcare service environments: a sensory-based approach

Sheau Fen (Crystal) Yap, Megan Phillips, Euejung Hwang, Yingzi Xu

Healthcare service is a process that comprises a series of touchpoints underlying the key facets of service delivery, collectively shaping the users' (i.e. patients, hospital…


Driving organisational change in SMEs using service design

Maricela Salgado, María Valeria De Castro Martínez, Esperanza Marcos Martínez, Marcos López-Sanz, María Luz Martín-Peña

The purpose of the paper is to present a service design (SD)-based methodology developed to help small and medium enterprises (SMEs) undertake organisational change.

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Emerald Publishing Limited

Open Access:



  • Dr. Chatura Ranaweera
  • Dr. Marianna Sigala