Journal of Service Theory and Practice: Volume 27 Issue 1

The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors

Aysin Pasamehmetoglu, Priyanko Guchait, J.B. Tracey, Christopher J.L. Cunningham, Puiwa Lei

The purpose of this paper is to amend and extend the emerging research that has utilized an employee-focused approach to examining the service recovery process. In doing so, the…

Customer delight: universal remedy or a double-edged sword?

Nadine L. Ludwig, Sven Heidenreich, Tobias Kraemer, Matthias Gouthier

Over the last years, the concept of customer delight has moved into the focus of attention. The necessity of surprise for achieving customer delight and the problem of increased…

Implicit managerial theories about followers and customers

Sabine Hommelhoff

The purpose of this paper is to take a new look at an old idea: since McGregor’s work in the 1960s, it is common knowledge that managers’ implicit theories about their followers…

On happiness, sadness or indifference: Investigating the carryover effect of outcome valence in service perceptions

Yit Sean Chong, Pervaiz K. Ahmed

Via an experimental approach, this study therefore seeks to examine the effects of outcome valence upon service perception in the higher education setting where academic services…

Comparing benefit- and attribute-based menu assortments: an exploratory study

Eunjin Kwon, Anna Mattila

The purpose of this paper is to examine the joint effects of menu pages (single page vs multiple pages) and assortment organization (benefit- vs attribute-based) on consumers’…

Value drivers and adventure tourism: A comparative analysis of Japanese and Western consumers

Paul Williams, Geoff Soutar, Nicholas Jeremy Ashill, Earl Naumann

The purpose of this paper is to investigate the drivers of customer value, and their respective relationships with customer satisfaction and behavioral intentions, between two…

Workplace relationship cohesion: an internal customers’ perspective

Debra Grace, Ceridwyn King, Joseph Lo Iacono

The purpose of this paper is to examine the differential effect of reciprocal and negotiated social exchanges in establishing workplace relationship cohesion, providing a…

Observing delightful experiences of other customers: the double-edged sword of jealousy and joy

Nadine L. Ludwig, Donald C. Barnes, Matthias Gouthier

Deciding on the appropriate level of service is one of the paramount decisions a firm must make. Making this decision more complicated is the debate regarding the viability of…

Employing proactive interaction for service failure prevention to improve customer service experiences

Hyunju Shin, Alexander E. Ellinger, David L. Mothersbaugh, Kristy E. Reynolds

Services marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that…

Enhancing service-for-service benefits: potential opportunity or pipe dream?

Alison Dean, Ghada Talat Alhothali

The purpose of this paper is to elucidate service-for-service benefits emerging from co-creation in everyday banking. It does so by identifying factors that constitute the joint…

Digitalization challenging institutional logics: Top executive sensemaking of service business change

Maria Holmlund, Tore Strandvik, Ilkka Lähteenmäki

The purpose of this paper is to explore the mental models of top executive team members in a selected retail bank. The focus is on how each executive team member makes sense of…

Linking entrepreneurial orientation and small service firm performance through marketing resources and marketing capability: A moderated mediation model

Phyra Sok, Lan Snell, Wai Jin (Thomas) Lee, Keo Mony Sok

The literature establishes complex relationships between entrepreneurial orientation (EO) and performance, with mixed findings suggesting the variability of the magnitude of the…

Delight and the grateful customer: beyond joy and surprise

Joan Ball, Donald C. Barnes

The purpose of this paper is to combine the evolving fields of customer delight and positive psychology to investigate a broader conceptualization of customer delight…

Unlocking behaviors of long-term service consumers: the role of action inertia

Matti Leppäniemi, Chanaka Jayawardhena, Heikki Karjaluoto, David Harness

The purpose of this paper is to examine the antecedents of word-of-mouth (WOM) in long-term service settings. Specifically, the authors examine the moderating role of action…

Leadership style and service orientation: the catalytic role of employee engagement

Sapna Popli, Irfan A. Rizvi

The purpose of this paper is to explore the roles of leadership style and employee engagement (EE) as drivers of service orientation (SO). The competing models approach used in…