Journal of Service Theory and Practice: Volume 26 Issue 6

Eight challenges of servitisation for the configuration, measurement and management of organisations

Sai S. Nudurupati, David Lascelles, Gillian Wright, Nick Yip

There is an extensive research literature on servitisation and the related field of product-service systems that has emerged independently from different fields including…

Managing online service recovery: procedures, justice and customer satisfaction

Jaywant Singh, Benedetta Crisafulli

The internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the internet…

Electronic word-of-mouth and information overload in an experiential service industry

Christopher Paul Furner, Robert Zinko, Zhen Zhu

Trust and purchase intent are established, dependent variables in electronic commerce research. Recent studies have highlighted the importance of online product reviews in the…

Understanding consumers’ relationships with contemporary artworks through identity narratives

Georgia Stavraki

This paper focuses on the relationships that consumers develop with experiential objects in the context of the Biennale of Contemporary Art Exhibition, viewed from a dialogical…

Improving service quality through customer journey analysis

Ragnhild Halvorsrud, Knut Kvale, Asbjørn Følstad

The purpose of this paper is to propose a framework based on customer journeys for a structured portrayal of service delivery from the customer’s point of view. The paper also…

Service flexibility: conceptualizing value creation in service

Danilo Brozovic, Fredrik Nordin, Daniel Kindström

The purpose of this paper is to analyze the subject-specific literature on service and flexibility and derive a conceptualization of the linkages between provider flexibility and…

Opportunity identification and evaluation in franchisee business start-ups

Maureen Brookes, Levent Altinay, Xuan Lorna Wang, Ruth Yeung

The purpose of this paper is to examine franchisees’ business start-ups from an entrepreneurial perspective, adopting a process representative of entrepreneurship to examine…

Brand meaning cocreation: toward a conceptualization and research implications

Kieran D. Tierney, Ingo O. Karpen, Kate Westberg

The purpose of this paper is to consolidate and advance the understanding of brand meaning and the evolving process by which it is determined by introducing and explicating the…