Journal of Service Theory and Practice: Volume 31 Issue 1

Sources and categories of well-being: a systematic review and research agenda

Arafat Rahman

The purpose of this paper is to identify the sources and categories of well-being from the transformative service research (TSR) domain. The paper also aims to offer a unified…

Effect of frontline employee's hope and consumer failure during consumer-created emergencies

Kumar Rakesh Ranjan, Rupanwita Dash, Praveen Sugathan, Wen Mao

In important interpersonal service interactions with a frontline employee (FLE), consumers at times fail to carry out their share of responsibility in the execution of the…

The impact of termination severity on customers' emotional, attitudinal and behavioral reactions

Amin Nazifi, Dahlia El-Manstrly, Angela Tregear, Kristina Auxtova

This paper empirically examines the direct and indirect effects of perceived termination severity on customers' behavioral reactions via betrayal and justice. It also examines the…

Customer self-determination in value co-creation

Lenna V. Shulga, James A. Busser

The purpose of this study is to deepen the understanding of consumers value collaboration with a service provider, specifically, how consumer self-determination affects value…

Paranoid personality and frontline employee’s proactive work behaviours: a moderated mediation model of empathetic leadership and perceived psychological safety

Shaker Bani-Melhem, Faridahwati Mohd. Shamsudin, Rawan Mazen Abukhait, Samina Quratulain

This study expands on research related to the dark side of personality traits by examining how individual dark personality affects proactive work behaviours. Specifically, the…

The tipping point: mitigating the curvilinear effect of frontline service employee's perception of leadership humility on frontline service performance

Devin Bin, Keo Mony Sok, Phyra Sok, Sonariddh Mao

Prior studies have mainly advanced the understanding of a linear relationship between leadership humility and employee work outcomes, mediated and/or moderated by various…

Robotizing shared service centres: key challenges and outcomes

Alcidio Silva Figueiredo, Luisa Helena Pinto

The introduction of robotic process automation (RPA) in shared service centres (SSCs) can hardly be overlooked. This article, therefore, draws on the institutional theory to widen…