Journal of Service Management: Volume 27 Issue 3

Customer participation management: Developing a comprehensive framework and a research agenda

Mekhail Mustak, Elina Jaakkola, Aino Halinen, Valtteri Kaartemo

Management of customer participation (CP) in service production and delivery is of critical concern for service managers, as CP can result in various positive but also negative…

Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship

Edwin J. Nijssen, Jeroen J. L. Schepers, Daniel Belanche

Customers often think that innovations, such as self-service technologies (SSTs), are introduced by service providers to cut costs rather than extend customer service levels. The…

An empirical examination of the impact of tri-dyadic fit on the service experience

Sidney T. Anderson, Jeffery S. Smith

The purpose of this paper is to investigate the customer’s perception of customer-firm, customer-employee, and employee-firm fit and to assess how these fits impact the service…

I know how you feel, but it does not always help: Integrating emotion recognition, agreeableness, and cognitive ability in a compensatory model of service performance

Lorna Doucet, Bo Shao, Lu Wang, Greg R. Oldham

Previous research has demonstrated the importance of emotion recognition ability in negotiations and leadership, but scant research has investigated the role of emotion…

A double whammy effect of ethnicity and gender on consumer responses to management level service failures

Laurie Wu, Rachel Han, Anna S Mattila

Existing research on demographic stereotypes of employees suggests that ethnicity and gender are important determinants of consumer perceptions and behaviors. Based on the…

Productization of knowledge-intensive services: Enabling knowledge sharing and cross-unit collaboration

Aku Valtakoski, Katriina Järvi

The purpose of this paper is to study the antecedents of service innovation success in the knowledge-intensive business services context, especially why the participation of…

Effect of service integration strategy on industrial firm performance

Kiho Kwak, Wonjoon Kim

– The purpose of this paper is to examine the relationship between service integration and manufacturing firms’ profitability and to identify profitable services.