Journal of Service Theory and Practice: Volume 26 Issue 5

Guest editorial

Riadh Ladhari, Enrique Bigné

The role of emotions and social influences on consumer loyalty towards online travel communities

Carla Ruiz-Mafe, Jose Tronch, Silvia Sanz-Blas

The purpose of this paper is to analyse the role of emotions and social influences on loyalty formation towards online travel communities.

Engagement platforms: The role of emotions in fostering customer engagement and brand image in interactive media

Lorena Blasco-Arcas, Blanca Isabel Hernandez-Ortega, Julio Jimenez-Martinez

The purpose of this paper is to explore the role of emotions in developing customer engagement and brand image during virtual service interactions. The authors explore the concept…

Social servicescape effects on post-consumption behavior: The moderating effect of positive emotions in opera-goers

Berta Tubillejas Andrés, Amparo Cervera-Taulet, Haydee Calderón García

The purpose of this paper is to determine the role played by the social servicescape and positive emotions in the post-use in terms of response – satisfaction, perceived value and…

The service-profit chain in call centre services

Dorina Chicu, Mireia Valverde, Gerard Ryan, Rosemary Batt

The purpose of this paper is to investigate the explanatory power of the service-profit chain (SPC) model in a context that differs from its original conception. The authors do so…

Intangible dynamics in financial services

Scott Erickson, Helen N. Rothberg

The purpose of this paper is to examine a range of metrics concerning knowledge and related intangible assets in financial service industries. The metrics are then analyzed…

Prompting additional purchases while providing service: does it offend the customer?

Hsuan-Hsuan Ku, Chih-Yun Huang

The purpose of this paper is to investigate consumers’ responses to unsolicited cross-selling of supplementary paid-for services made during delivery of a core service, and the…

Attachment relationship study of trust and trust transfer

Jyh-Jeng Wu, Ying-Hueih Chen, Shu-Hua Chien, Wei-Kuang Wu

The purpose of this paper is to apply trust perspective and attachment theory and determined that relational embeddedness, anxiety attachment, and avoidance attachment are major…

Examining the link between service modularity and firm performance: A capability perspective

Colin C.J. Cheng, Eric Shiu

While service scholars have generally supported the idea that service modularity enhances firm performance, the literature offers very little evidence of the actual process…

Agreement on service performance ratings between frontline employees and their supervisor

Peter BeomCheol Kim, Kevin D. Carlson

The purpose of this paper is to examine whether agreement between frontline employee self-ratings and supervisory ratings of service performance functions as an indicator of…