Journal of Service Management: Volume 22 Issue 5

Paradigms in service research

Bård Tronvoll, Stephen W. Brown, Dwayne D. Gremler, Bo Edvardsson

Recent discussions of the service‐dominant logic (S‐D logic) and the creation of a multidisciplinary service science highlight the need for a paradigmatic discussion that provides…

Exploring cross‐national differences in service innovation process and strategy in developing and developed nations

Intekhab (Ian) Alam

Few research studies have been conducted to investigate the issue of new service development (NSD) across nations and geographical regions. To address this critique of the…

Modeling service friendship and customer compliance in high‐contact service relationships

Jiun‐Sheng Chris Lin, Chia‐Chuan Hsieh

The success of many high‐contact services depends on customers' compliance with providers' instructions. While existing service marketing literature urges increased attention to…

Organizational pride and its positive effects on employee behavior

Matthias H.J. Gouthier, Miriam Rhein

Organizational pride of service employees presents a vital, but mostly unexplored, factor for business success. In detail, two kinds of organizational pride exist. First, service…

Modelling customer process activities in interactive value creation

Thomas Eichentopf, Michael Kleinaltenkamp, Janine van Stiphout

Customers' role in value creation has changed dramatically over the past few years. Today, many firms view customers as co‐creators of value. Until recently, however, attention to…

Exploring the alignment between service strategy and service innovation

Howard W. Lightfoot, Heiko Gebauer

Literature is relatively sparse on describing how companies should align their determinants for service innovations with their different types of service strategies. This study…

The La Londe Conference 2010

Kiane Goudarzi, Sylvie Llosa, Chiara Orsingher