Journal of Service Management: Volume 32 Issue 6
Table of contents
Service journey quality: conceptualization, measurement and customer outcomes
Elina Jaakkola, Harri TerhoThe quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path…
ActS – Service design based on human activity sets
Johanna Gummerus, Jacob Mickelsson, Jakob Trischler, Tuomas Härkönen, Christian GrönroosThis paper aims to develop and apply a service design method that allows for stronger recognition and integration of human activities into the front-end stages of the service…
Carsharing: a systematic literature review and research agenda
Brenda Nansubuga, Christian KowalkowskiFollowing the recent surge in research on carsharing, the paper synthesizes this growing literature to provide a comprehensive understanding of the current state of research and…
How industry and occupational stereotypes shape consumers' trust, value and loyalty judgments concerning service brands
Petar Gidaković, Vesna ZabkarLongitudinal studies have shown that consumer satisfaction has increased over the last 15 years, whereas trust and loyalty have decreased during the same period. This finding…
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ISSN:
1757-5818e-ISSN:
1757-5826ISSN-L:
1757-5826Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully