Journal of Service Management: Volume 35 Issue 6

Acquisition as a mode for servitisation: servitisation integration and consequences

Christina Öberg

While existing literature extensively explores manufacturing firms expanding into services, little is known about the modes of servitisation, the means by which they carry it out…

Is webcare good for business? A study of the effect of managerial response strategies to online reviews on hotel bookings

Ana Isabel Lopes, Edward C. Malthouse, Nathalie Dens, Patrick De Pelsmacker

Engaging in webcare, i.e. responding to online reviews, can positively affect consumer attitudes, intentions and behavior. Research is often scarce or inconsistent regarding the…

Blending access-based services and triadic frameworks: an empirical evaluation of Packaging-as-a-Service

Stefanie Fella, Christoph Ratay

Recently emerged Packaging-as-a-Service (PaaS) systems adopt aspects of access-based services and triadic frameworks, which have typically been treated as conceptually separate…

Beyond templates: methodological reporting practices and their impact in qualitative service research

Aku Valtakoski, Besma Glaa

The study aims to promote the use of qualitative methods in service research by investigating how these methods are reported in service journals, how the level of reporting has…

How and when effective customer journeys drive brand loyalty: the role of consumer-brand identification

Bernd F. Reitsamer, Nicola E. Stokburger-Sauer, Janina S. Kuhnle

Effective customer journey design (ECJD) is considered a key variable in customer experience management and an essential source of brand meaning and pro-brand behavior. Although…

AI concierge in the customer journey: what is it and how can it add value to the customer?

Stephanie Q. Liu, Khadija Ali Vakeel, Nicholas A. Smith, Roya Sadat Alavipour, Chunhao(Victor) Wei, Jochen Wirtz

An AI concierge is a technologically advanced, intelligent and personalized assistant that is designated to an individual customer, proactively taking care of that customer’s…

Understanding service ecosystem dynamics: a typology

Nabila As’ad, Lia Patrício, Kaisa Koskela-Huotari, Bo Edvardsson

The service environment is becoming increasingly turbulent, leading to calls for a systemic understanding of it as a set of dynamic service ecosystems. This paper advances this…

Moving to subscriptions: service growth through business model innovation in consumer and business markets

Brenda Nansubuga, Christian Kowalkowski

Subscription offerings are being hailed as the next service growth engine for companies in both business-to-consumer (B2C) and business-to-business (B2B) markets. The study…

Reuse of service concept elements for modular service design

Fabian Hunke, Gerhard Satzger, Tuure Tuunanen

This research investigates the systematic reuse of service concept elements within modular service design, aiming to offer actionable insights into effective conceptualization of…