Journal of Service Management: Volume 26 Issue 3

Are service marketing models really used in modern practice?

Hannele Kauppinen-Räisänen, Christian Grönroos

The purpose of the paper is to explore how service marketing knowledge is applied in practice. It introduces some ideas about how to bridge the gap between scholarly knowledge and…

Adding services to product-based portfolios: An exploration of the implications for the sales function

Daniel Kindström, Christian Kowalkowski, Thomas Brashear Alejandro

The purpose of this paper is to explore the implications for the sales function of the infusion of services by formerly product-based firms. In particular, it aims at identifying…

Seeking competitive advantage with service infusion: a systematic literature review

Ville Eloranta, Taija Turunen

The purpose of this paper is to analyze how the service infusion literature explains competitive advantage through services. The four strategic management theories – competitive…

To give or not to give professional services to non-paying clients: Professionals’ giving backstory

Janet R. McColl-Kennedy, Paul Patterson, Michael K. Brady, Lilliemay Cheung, Doan Nguyen

The purpose of this paper is to explicate professionals’ giving backstory, identifying what motivates and hinders professionals’ undertaking of pro bono service activities…

Healthcare experience quality: an empirical exploration using content analysis techniques

Frederic Ponsignon, Andi Smart, Mike Williams, Juliet Hall

The purpose of this paper is to set out to explore how cancer patients and their carers perceive and evaluate the healthcare experience in order to develop and validate a…

“We(b)care”: How review set balance moderates the appropriate response strategy to negative online reviews

Nathalie Dens, Patrick De Pelsmacker, Nathalia Purnawirawan

Consumers often discuss brands and companies online, but no research details how service providers’ responses to online reviews influence other readers’ perceptions of the reviews…

Service innovation and usage intention: a cross-market analysis

Yen-Ting Helena Chiu, Katharina Maria Hofer

– The purpose of this paper is to investigate market-contextual variations in consumers’ self-service technology (SST) usage intentions.