Journal of Service Theory and Practice: Volume 28 Issue 2

The impact of other customer perception on consumer-brand relationships

Sreejesh S., Juhi Gahlot Sarkar, Abhigyan Sarkar, Abdolreza Eshghi, Anusree M.R.

Extant research evidence demonstrates that customer satisfaction in a service encounter is influenced by other customer perception (OCP). However, scholarly research on the impact…

Positive and negative valence influencing consumer engagement

Kristina Heinonen

The current service landscape is increasingly dynamic, and consumers’ engagement in market-related behavior is constantly changing. Developments in technology further influence…

Exploring the determinants and consequences of salesperson market orientation behavior: An empirical study in the financial service industry

Yen-Chun Chen, Adriana Amaya Rivas, Wann-Yih Wu

While the importance of salesperson market orientation behavior (SMOB) is widely acknowledged, as evidenced by the increasing research attention this concept is receiving…

Customer journeys: a systematic literature review

Asbjørn Følstad, Knut Kvale

Customer journeys have become an increasingly important topic in service management and design. The purpose of this paper is to review customer journey terminology and approaches…

Motivating service employee creativity: regulatory focus and emotional labour

Zizhen Geng, Caifeng Li, Kejia Bi, Haiping Zheng, Xia Yang

The purpose of this paper is to advance our understanding of the roles that service employees’ responses to high job demands play in service innovation, by examining the effects…

Activating multiple roles of customer-firm relationships in service failures

Laszlo Sajtos, Yit Sean Chong

Scholars have proposed that the negative effects of service failures can be countered by developing and maintaining high quality customer-company relationships or by providing…