Journal of Service Management: Volume 32 Issue 1

More than a feeling? Toward a theory of customer delight

A. Parasuraman, Joan Ball, Lerzan Aksoy, Timothy Lee Keiningham, Mohamed Zaki

Responding to an increasing call for a more comprehensive conceptualization of customer delight, the purpose of this paper is to expand the theory of customer delight and to…

Customer participation risk management: conceptual model and managerial assessment tool

Uzay Damali, Enrico Secchi, Stephen S. Tax, David McCutcheon

Customer participation (CP) has received considerable interest in the service literature as a way to improve the customer experience and reduce service providers' costs. While its…

Enterprise feedback management (EFM): what lies beyond the hype?

Lerzan Aksoy, Sabine Benoit, Shreekant G. Joag, Jay Kandampully, Timothy Lee Keiningham, An L. Yan

The needs of CMOs to utilize a firm's data productively in order to support decision-making combined with the reported benefits of enterprise feedback management solutions has…

Leadership matters in crisis-induced digital transformation: how to lead service employees effectively during the COVID-19 pandemic

Silke Bartsch, Ellen Weber, Marion Büttgen, Ariana Huber

The COVID-19 pandemic has, besides the health concerns, caused an unprecedented social and economic crisis that has particularly hit service industries hard. Due to extensive…

How Michelin-starred chefs are being transformed into social bricoleurs? An online qualitative study of luxury foodservice during the pandemic crisis

Wided Batat

The purpose of this research is to examine response strategies and the change in Michelin-starred chefs' practices to adapt to the global pandemic coronavirus disease 2019…

Reframing service innovation: COVID-19 as a catalyst for imposed service innovation

Kristina Heinonen, Tore Strandvik

The empirical study draws on a crowdsourced database of 221 innovations associated with the COVID-19 pandemic.

Beyond panic buying: consumption displacement and COVID-19

Michael C. Hall, Girish Prayag, Peter Fieger, David Dyason

This study evaluates consumption displacement, the shift in consumption that occurs when consumers experience a change in the availability of goods, services and amenities to…

Customer delight during a crisis: understanding delight through the lens of transformative service research

Donald C. Barnes, Jessica Mesmer-Magnus, Lisa L. Scribner, Alexandra Krallman, Rebecca M. Guidice

The unprecedented dynamics of the COVID-19 pandemic has forced firms to re-envision the customer experience and find new ways to ensure positive service encounters. This context…