Managing Service Quality: An International Journal: Volume 23 Issue 4
Table of contents - Special Issue: Selected papers from the 2012 SERVSIG Conference
Guest Editors: Kristina Heinonen, Anu Helkkula, Maria HolmlundRytknen
Knowledge dissemination in the global service marketing community
Cristiana R. Lages, Cláudia M.N. Simões, Raymond P. Fisk, Werner H. KunzThe evolution of the service marketing field was marked by the emergence of a global, vigorous and tolerant community of service marketing researchers. This paper seeks to examine…
A lean approach for service productivity improvements: synergy or oxymoron?
Per Carlborg, Daniel Kindström, Christian KowalkowskiService productivity continues to receive ever‐greater amounts of attention as service covers a greater portion of the economy. As competition increases, service productivity…
Positive social behaviors and suggestive selling in the same service encounter
Magnus SöderlundThis study aims to examine customers’ reactions in service encounters in which the customer contact person (CCP) initially engages in positive social behaviors and then turns to…
Applying SPAT for understanding B‐to‐B supplier switching processes
Erno Selos, Teemu Laine, Inger Roos, Petri Suomala, Lauri PitkänenThis study aims to focus on the switching path analysis technique (SPAT) application to enlarge the understanding of customer switching from the business to consumer (B‐to‐C…
Customer participation and value creation: a systematic review and research implications
Mekhail Mustak, Elina Jaakkola, Aino HalinenCustomer participation in the creation of offerings has become a key focus in marketing literature. This paper synthesizes extant research on the topic to enhance understanding of…