Journal of Service Theory and Practice: Volume 28 Issue 6

Drivers, types and value outcomes of customer-to-customer interaction: An integrative review and research agenda

Kristina Heinonen, Elina Jaakkola, Irina Neganova

Customer-to-customer (C2C) interaction plays a significant role in service. The purpose of this paper is to identify the drivers that motivate customers to interact with other…

Does transformational leadership always matter in frontline service roles?

Keo Mony Sok, Phyra Sok, Lan Snell, Pingping Qiu

The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in…

Outperformed: how the envy reflex influences status seeking service consumers’ engagement

Darren Boardman, Maria M. Raciti, Meredith Lawley

The purpose of this paper is to assist service management academics and providers of positional services (i.e. services that provide status attainment benefits to consumers) to…

Does online service failure matter to offline customer loyalty in the integrated multi-channel context? The moderating effect of brand strength

Xuhui Wang, Qilin Zhang

The purpose of this paper is to investigate the effect of online service failure on online customer satisfaction and offline customer loyalty, and the moderating role of brand…