Journal of Service Research
Papers 765
1 page of 77 pages (765 results)
#1Jens Hogreve (CU: Catholic University of Eichstätt-Ingolstadt)H-Index: 12
#2Anja Iseke (TH OWL: Ostwestfalen-Lippe University of Applied Sciences and Arts)H-Index: 6
Last. Klaus G. Derfuss (University of Hagen)H-Index: 3
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Over the past 25 years, the service–profit chain (SPC) has become a prominent guidepost for service managers and researchers. In this article, we reflect on and synthesize published research to cla...
#1Per Skålén (Karlstad University)H-Index: 20
#2Johanna GummerusH-Index: 16
#1Yumeng Yue (University of Edinburgh)
#2Karyn L. Wang (USYD: University of Sydney)H-Index: 5
Last. Markus Groth (UNSW: UNSW Sydney)H-Index: 25
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Research indicates that a customer’s service experience is shaped by their past experiences with the firm. However, the extent to which past experiences with customers shape frontline service emplo...
#1Ricarda B. Bouncken (University of Bayreuth)H-Index: 33
#2Victor Tiberius (UP: University of Potsdam)H-Index: 12
Our study applies legitimacy theorizing to service research, zooming in on co-prosumption service business models, which reside on significant direct contacts among provider-actors and customers as...
#1Shahin Rasoulian (HEC Montréal)H-Index: 1
#2Yany Grégoire (HEC Montréal)H-Index: 20
Last. Sylvain Sénécal (HEC Montréal)H-Index: 21
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Building on the literatures on service failure and crisis seriousness, we develop a framework to understand the effects of a specific type of service crisis (i.e., data breaches) and organizational...
#1Lance A. Bettencourt (TCU: Texas Christian University)H-Index: 19
#2Colleen M. Harmeling (FSU: Florida State University)H-Index: 5
Last. Mark B. Houston (TCU: Texas Christian University)H-Index: 29
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This article introduces the consumer job journey as a more holistic perspective by which to understand consumption journeys undertaken to acquire and use goods and services. It aids scholars and ma...
#1Ilias Danatzis (KCL: King's College London)H-Index: 2
#2Ingo O. Karpen (Karlstad University)H-Index: 16
Last. Michael Kleinaltenkamp (FU: Freie Universität Berlin)H-Index: 25
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Fueled by technological advances, service delivery today is increasingly realized among multiple actors beyond dyadic service encounters. Customers, for example, often collaborate with peers, servi...
#1Joy M. Field (BC: Boston College)H-Index: 16
#2Darima Fotheringham (ASU: Arizona State University)H-Index: 3
Last. Janet R. McColl-Kennedy (UQ: University of Queensland)H-Index: 41
view all 8 authors...
This article utilizes input from service scholars, practitioners, reviews of published literature, and influential policy documents to identify service research priorities that push the boundaries ...
#1Josina Vink (AHO: Oslo School of Architecture and Design)H-Index: 8
#2Kaisa Koskela-Huotari (HHS: Stockholm School of Economics)H-Index: 11
The transformative potential of service design rests on its ability to enable people to intentionally shape institutionalized social structures. To avoid simply reproducing social structures uncons...
#1Ming-Hui Huang (NTU: National Taiwan University)H-Index: 22
#2Edward C. Malthouse (NU: Northwestern University)H-Index: 38
Last. Martin Wetzels (EDHEC Business School)H-Index: 34
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This editorial outlines the vision that the new Journal of Service Research editorial team has about moving service research forward, which requires more than just duplicating the service research ...
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