Journal of Service Management: Volume 25 Issue 4

Mirror, mirror on the wall – how customers perceive their contribution to service provision

Sabine Fliess, Stefan Dyck, Mailin Schmelter

The purpose of this paper is to investigate customer perceptions of their own contribution to service provision, in order to enhance our understanding of customer contribution and…

Understanding value co-creation in complex services with many actors

Nelson Pinho, Gabriela Beirão, Lia Patrício, Raymond P. Fisk

The purpose of this paper is to explore the concept of value co-creation in complex value networks with many actors. Electronic health records (EHRs) are innovations that warrant…

Signaling eco-certification: Implications for service coproduction and resource efficiency

Jie J. Zhang, Nitin Joglekar, Rohit Verma

The purpose of this paper is to use an eco-friendly service concept framework to demonstrate the effect of credible eco-certification signaling.

Preferential treatment in the service encounter

Magnus Söderlund, Veronica Liljander, Johanna Gummerus, Pia Hellman, Michaela Lipkin, Eeva-Liisa Oikarinen, Marianne Sepp, Karina T. Liljedal

The purpose of this paper is to examine reactions when customers in service encounters receive preferential treatment (i.e. something extra in relation to other customers). The…

Exploring the impact of customer feedback on the well-being of service entities : A TSR perspective

Linda Nasr, Jamie Burton, Thorsten Gruber, Jan Kitshoff

Adopting the transformative service research (TSR) perspective, the purpose of this paper is to investigate the impact of positive customer feedback on the well-being of…

Turning customer satisfaction measurements into action

Line Lervik Olsen, Lars Witell, Anders Gustafsson

The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that…

Guest editorial

Professor Bo Edvardsson and Professor Anders Gustafsson