The role of social incompatibility in customer discomfort
Journal of Service Management, Ahead of Print. Purpose The purpose of this paper is to explore the concept of customer discomfort in service settings when employees and customers who share social...
View ArticleIdentifying the resource integration processes of green service
Journal of Service Management, Ahead of Print. Purpose The purpose of this paper is to improve the understanding of green service. In particular, the focus is on identifying homopathic and heteropathic...
View ArticleTechnological disruptions in services: lessons from tourism and hospitality
Journal of Service Management, Ahead of Print. Purpose Technological disruptions such as the Internet of Things and autonomous devices, enhanced analytical capabilities (artificial intelligence) and...
View ArticleTowards a shared understanding of the service experience – a hospitality...
Journal of Service Management, Ahead of Print. Purpose The purpose of this paper is to start a conversation on achieving a shared understanding among hospitality service co-creation participants....
View ArticleA framework for sustainable service system configuration
Journal of Service Management, Ahead of Print. Purpose While innovative service systems may create substantial value for certain stakeholders, they often destroy value for others. This value paradox...
View ArticleCreating innovation that drives authenticity
Journal of Service Management, Ahead of Print. Purpose The purpose of this paper is to explore the relationship between innovation and authenticity by developing a conceptual framework that illuminates...
View ArticleLeveraging human touch in service interactions: lessons from hospitality
Journal of Service Management, Ahead of Print. Purpose With the ever-increasing adoption of technology and automation radically changing the nature of service delivery, the purpose of this paper is to...
View ArticleSmart service experience in hospitality and tourism services
Journal of Service Management, Ahead of Print. Purpose The purpose of this paper is to offer a discussion, definition and comprehensive conceptualization of the smart service experience, i.e. the way...
View ArticleSocial innovation in service: a conceptual framework and research agenda
Journal of Service Management, Ahead of Print. Purpose The purpose of this paper is to provide a framework for guiding social innovation in service (SIS), defined as the creation of novel, scalable and...
View ArticleWorking consumers’ psychological states in firm-hosted virtual communities
Journal of Service Management, Ahead of Print. Purpose Consumers’ self-interests and personal goals in attaining collective goals are rarely considered in firm-hosted virtual communities (FHVCs). Based...
View ArticleService recovery system antecedents: a contingency theory investigation
Journal of Service Management, Volume 30, Issue 2, Page 276-300, June 2019. Purpose The purpose of this paper is to examine the influence of different antecedent factors (contingencies) on the design...
View ArticleBeyond brand fit
Journal of Service Management, Volume 30, Issue 2, Page 252-275, June 2019. Purpose The purpose of this paper is to examine the underlying mechanism of the spillover effect from a service brand...
View ArticleDefining the antecedents of experience co-creation as applied to alternative...
Journal of Service Management, Volume 30, Issue 2, Page 209-251, June 2019. Purpose The purpose of this paper is to propose a conceptual framework of experience co-creation that captures the...
View ArticleCross-country differences in new service development
Journal of Service Management, Volume 30, Issue 2, Page 186-208, June 2019. Purpose The purpose of this paper is to test how national culture may help to explain cross-country differences in new...
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