Journal of Service Management: Volume 21 Issue 1

Protection for profiting from collaborative service innovation

Pia Hurmelinna‐Laukkanen, Paavo Ritala

Profiting from service innovations can be challenging. It is not only a question of pricing and marketing the services appropriately, but also of keeping competitors from…

Customer sociability and the total service experience: Antecedents of positive word‐of‐mouth intentions

Ronald J. Ferguson, Michèle Paulin, Jasmin Bergeron

The service‐dominant logic describes customer‐actualized value as being idiosyncratic, experiential, contextual, and meaning laden. Since positive word‐of‐mouth (WOM) is an…

Lack of preferential treatment: effects on dissatisfaction after a service failure

Concepción Varela‐Neira, Rodolfo Vázquez‐Casielles, Víctor Iglesias

Preferential treatment of selected customers is one of the strategies employed by companies seeking to implement relationship marketing. However, it remains unclear whether or not…

A comparative study of mobile messaging services acceptance to participate in television programmes

Carla Ruiz Mafé, Silvia Sanz Blas, Juan Fernando Tavera‐Mesías

The purpose of this paper is to analyse key drivers of consumer acceptance of short messaging services (SMS) to participate in TV programmes.

Exploring the interrelationship among patterns of service strategy changes and organizational design elements

Heiko Gebauer, Thomas Fischer, Elgar Fleisch

The purpose of this paper is to explore the patterns of service strategy changes in manufacturing firms and indicates how each pattern is interrelated with modifications in…

Flying High in a Competitive Industry: Secrets of the World's Leading Airline

Javier Reynoso

Editorial

Bo Edvardsson

Measuring the impact of research

Rebecca Marsh