Journal of Service Theory and Practice
Issue(s) available: 60 – From Volume: 25 Issue: 1, to Volume: 34 Issue: 6
Volume 34
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Volume 32
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Volume 26
Service before self: exploring resilience and locus of control in the frontline service effort behavior
Shameem Shagirbasha, Kumar Madhan, Juman Iqbal, Hamia KhanDrawing on the conservation of resource (COR) theory, this study examines the direct relationships between customer incivility and service effort behavior with psychological…
Service language and small talk: differentiating genuine from mundane in B2B contexts
Harriman Samuel SaragihThis study examines the role of genuine small talk in business-to-business (B2B) communication through the lens of service language. By exploring and distinguishing genuine and…
Investigating the influence of perceived humanization of service encounters on value creation of chatbot-assisted services
Md Irfanuzzaman Khan, Johra Kayeser Fatima, Somayeh Bahmannia, Sarvjeet Kaur Chatrath, Naomi F. Dale, Raechel JohnsWhile prior research has examined customer acceptance of humanized chatbots, the mechanisms through which they influence customer value creation remain unclear. This study aims to…
Does actors' engagement with capacity-building training programs enable delivery of SDG-aligned public services? The case of senior public officials
Fara Azmat, Ahmed Shahriar Ferdous, Faisal Wali, Mohammad Badrul Muttakin, Mohammed Ziaul HaqueThis study examines whether engagement with Sustainable Development Goal (SDG)-focused specialized training programs enable senior public officials (focal actor) to collectively…
ISSN:
2055-6225e-ISSN:
2055-6233ISSN-L:
2055-6225Renamed from:
Managing Service Quality: An International JournalOnline date, start – end:
2015Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr. Chatura Ranaweera
- Dr. Marianna Sigala
Further Information
