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...
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...
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...
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...
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...
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...
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 ...
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...
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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