Journal of Service Theory and Practice: Volume 32 Issue 7


Table of contents

Where service recovery meets its paradox: implications for avoiding overcompensation

Andreas Edström, Beatrice Nylander, Jonas Molin, Zahra Ahmadi, Patrik Sörqvist

The service recovery paradox (SRP) is the phenomenon that happens when customer satisfaction level post-service failure and recovery surpasses the customer satisfaction…

Learning resource integration by engaging in value cocreation practices: a study of music actors

Jenny Karlsson, Per Skålén

This paper explores how actors engage in the situated learning of resource integration (RI) within value cocreation practices (VCPs). VCPs are collectively shared and…

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Emerald Publishing Limited

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  • Dr. Chatura Ranaweera
  • Dr. Marianna Sigala