Journal of Service Management: Volume 21 Issue 3

A framework for evaluating the customer wait experience

Kelly A. McGuire, Sheryl E. Kimes, Michael Lynn, Madeline E. Pullman, Russell C. Lloyd

The purpose of this paper is to propose and test a model which defines the psychological processes that mediate the relationship between perceived wait duration (PWD) and…

Relationship between growth and R&D intensity in low‐tech and high‐tech Portuguese service SMEs

Paulo Maçãs Nunes, Zélia Serrasqueiro, Luis Mendes, Tiago Neves Sequeira

The purpose of this paper is to determine if the relationship between growth and research and development (R&D) intensity is of a different nature in the context of low‐ and…

Internal market orientation and market‐oriented behaviours

Ian N. Lings, Gordon E. Greenley

The purpose of this empirical paper is to investigate internal marketing from a behavioural perspective. The impact of internal marketing behaviours, operationalised as an…

Beyond personality: the impact of GMA on performance for entry‐level service employees

Michael J. Tews, John W. Michel, Brian D. Lyons

While personality is often deemed important, few studies have examined the relationship between general mental ability (GMA) and job performance for entry‐level service employees…

Organizational learning from customer feedback received by service employees: A social capital perspective

Jochen Wirtz, Siok Kuan Tambyah, Anna S. Mattila

Customer feedback can help to identify problem areas and strengths, and generate ideas for service improvements. Most feedback is given to frontline employees directly rather than…

Emotion display rules at work in the global service economy: the special case of the customer

Alicia Grandey, Anat Rafaeli, Shy Ravid, Jochen Wirtz, Dirk D. Steiner

The purpose of this paper is to illustrate how emotion display rules are influenced by relational, occupational, and cultural expectations.

The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage

Javier Reynoso