Journal of Service Management: Volume 35 Issue 3

Customer experience (CX), employee experience (EX) and human experience (HX): introductions, interactions and interdisciplinary implications

Anders Gustafsson, Delphine Caruelle, David E. Bowen

The purpose of this paper is to provide an overview of what (service) experience is and examine it using three distinct perspectives: customer experience (CX), employee experience…

Understanding and managing engagement journeys

Elina Jaakkola, Matthew Alexander

Existing research on customer journeys has tended to focus on the customer’s purchase decision-making and firm-controlled touchpoints, overlooking indirect touchpoints where…

The role of employee empathy in forming brand love: customer delight and gratitude as mediators and power distance belief as a moderator

Laee Choi, MiRan Kim, Soyeon Kim

This study explores the influence of employee empathy on brand love, which subsequently affects customer advocacy, willingness to pay more (WTPM) and tolerance of failure…

Conceptualizing digital service: coconstitutive essence and value cocreation dynamics

Gregory Vial, Camille Grange

This paper presents a new conceptualization of digital service anchored in a coconstitutive ontology of digital “x” phenomena, illuminating the pivotal role of the digital…

Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda

Candice L. Marti, Huimin Liu, Gurpreet Kour, Anil Bilgihan, Yu Xu

In an era where complex technological advances increasingly govern service delivery, it is incumbent on service firms to pioneer innovative strategies to sustain customer…