Journal of Service Theory and Practice: Volume 30 Issue 4/5

Institutional work by market-shaping public actors

Valtteri Kaartemo, Suvi Nenonen, Charlotta Windahl

This study aims to identify institutional work mechanisms that public actors employ in market shaping.

Rethinking the actor in service research: toward a processual view of identity dynamics

Kaisa Koskela-Huotari, Jaakko Siltaloppi

Only a few concepts in the service literature are as pervasive yet as undertheorized as is the concept of the actor. With a growing interest toward value creation as a systemic…

Enhancing customer knowledge: the role of banks in financial well-being

Mauricio Losada-Otalora, Carlos Augusto Valencia Garcés, Jorge Juliao-Rossi, Pedro Mario Donado, Efraín Ramírez F.

The purpose of this paper is to explore the role of banks in enhancing consumer knowledge aiming to increasing customer’s financial well-being.

Understanding black market retailing: the case of Colombia’s San Andresitos

Mark S. Rosenbaum, Mauricio Losada-Otalora, Germán Contreras-Ramirez

The purpose of this paper is to explore black market retailing, with a focus on Colombia’s San Andresitos.

Value-in-use and service quality: do customers see a difference?

Gustav Medberg, Christian Grönroos

The definition of value adopted by the current service perspective on marketing theory is value as value-in-use. Surprisingly, however, little attention has been given to the…

Expert cues: how expert reviewers are perceived online

Anna Naujoks, Martin Benkenstein

The purpose of this paper is to explore different types of source expertise and how they influence perceived message quality. Consumers face the challenge to identify valuable…