Journal of Service Management
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440
Papers 480
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#1Nika MozafariH-Index: 1
#2Welf H. WeigerH-Index: 6
Last. Maik HammerschmidtH-Index: 17
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#1Laurie WuH-Index: 11
Last. Zeya HeH-Index: 2
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Purpose: This conceptual study explicates the dynamic, interlinked relationship between two of the most popular theories in marketing today – psychological ownership (PO) and engagement. The study is set in the sharing economy (SE), where platform business success depends on high levels of engagement by users – both individuals and collectives. The study argues individual PO acts as the antecedent to engagement within a dyad of brand and user, and collective PO as the antecedent to collective en...
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#2Jeffery S. SmithH-Index: 12
Last. Andi SmartH-Index: 8
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1 CitationsSource
#1Tom Chen (ANU: Australian National University)H-Index: 9
#1Tom Chen (University of Newcastle)H-Index: 10
Last. Janet R. McColl-Kennedy (UQ: University of Queensland)H-Index: 51
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Purpose People are responsible for their wellbeing, yet whether they take ownership of their own or even others' wellbeing might vary from actor to actor. Such psychological ownership (PO) influences the dynamics of how wellbeing is co-created, particularly amongst actors, and ultimately determines actors' subjective wellbeing. The paper's research objective pertains to explicating the concept of the co-creation of wellbeing and conceptualizing the dynamics inherent to the co-creation of wellbei...
8 CitationsSource
#1Changli FengH-Index: 1
#2Ruize MaH-Index: 1
Last. Lin JiangH-Index: 1
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With the rise of service economy, many companies are attempting to gain a competitive advantage through service innovation. However, the existing research has not drawn consistent conclusions about the relationship between service innovation and firm performance. Hence, the purpose of this paper is to provide a quantitative review on the service innovation-performance relationship based on research findings reported in the extant literature.,Studies from 46 peer-reviewed articles were sampled an...
2 CitationsSource
#1Kaat De PourcqH-Index: 4
#2Katrien VerleyeH-Index: 8
Last. Paul GemmelH-Index: 23
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Focal service providers increasingly involve customers in the decision-making about outsourcing parts of the service delivery process to third parties. The present study investigates how customers' outsourcing decisions affect the formation of the waiting experience with the focal service provider, by which the objective waiting time, environmental quality and interactional quality act as focal drivers.,To test our hypotheses in the context of cancer care, we gathered process data and experience...
1 CitationsSource
Engineering service (ES) development, particularly with supplier co-creation, is nontrivial, and the literature has acknowledged the high relevance of uncertainty in this context. This study aims to investigate the relationship between different supplier co-creation modes (operationally independent [OI] and operationally dependent [OD]) and uncertainty criticality arising during ES development.,This study develops a conceptual framework of five uncertainty types by synthesizing the relevant lite...
1 CitationsSource
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Top fields of study
Customer retention
Business
Psychology
Marketing
Customer satisfaction
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Service (business)
Customer advocacy
Public relations
Knowledge management
Service design