Journal of Service Management: Volume 35 Issue 1

An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes

David E. Bowen

This article overviews some key contributions to service research from the organizational behavior/human resource management (OB/HRM) discipline with its strong focus on the role…

Designing the service delivery system for prevention-oriented goals: insights from two case studies

Frédéric Ponsignon, Laura Phillips, Philip Smart, Nicholas Low

This research explores how to design service delivery systems to facilitate a customer experience that enables the realisation of prevention-oriented goals.

Guest editorial: The sport x service experience: an opportunity for sport service management research

Thilo Kunkel, Daniel Funk

Customer-to-customer interactions in the sport fan context: typology, framework (C2CIF) and directions for future research

Sebastian Uhrich, Reinhard Grohs, Joerg Koenigstorfer

Social factors, such as fellow spectators in a stadium or other fans sharing their experiences on online platforms, play a dominant role in spectator sport consumption. This…

Brand community formation in service management: lessons from the sport industry

Bob Heere, Daniel Lock, Danielle Cooper

The purpose of this article is to propose an overall framework for brand community formation that separates antecedents that lead to the formation of a brand community from those…

Understanding consumer behaviour in evolving subscription markets – lessons from sports season tickets research

Heath McDonald, Steven Dunn, Dominik Schreyer, Byron Sharp

The purpose is to review literature on sports season ticket subscriptions to distil current knowledge and guide future research and practice.

A research agenda at the intersection of sport sponsorship and service

T. Bettina Cornwell, Abby Frank, Rachel Miller-Moudgil

The purpose of this work is (1) to supply a framework of actors in sport sponsorship and articulate the service relationships that support these partnerships and (2) to propose…