Journal of Service Theory and Practice: Volume 33 Issue 4

Redesigning loyalty marketing for a better world: the impact of green loyalty programs on perceived value

Michaël Flacandji, Juliette Passebois Ducros, Marco Ieva

Given the controversial nature of the effectiveness of loyalty programs (LPs), this paper examines the effect of a new type of LP, namely green LPs, on consumers' perceived value…

Consumer confusion and its consequences in the e-hospitality marketplace: the mediating role of negative emotions

Anuradha Sharma, Jagwinder Singh, Gyan Prakash

Cluttered website layout and a poor presentation of information on limited web space are present on tourism websites as ineffective marketplace stimuli that give rise to the…

Linking entrepreneurial leadership and innovation performance in hospitality firms: the roles of innovation strategy and knowledge acquisition

Giang Hoang, Huong Nguyen, Tuan Trong Luu, Thuy Thu Nguyen

To achieve business success in a competitive market, hospitality firms are urged to search for different ways to enhance the firms' innovation capabilities. Drawing on dynamic…

Participative leadership and service recovery performance: a moderated mediation model

Muhammad Aamir Shafique Khan, Du Jianguo, Shuai Jin, Munazza Saeed, Adeel Khalid

Using the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery…

Demystifying employee co-creation: optimism and pro-social behaviour as moderators

Yosafat Bangun, Johra Kayeser Fatima, Majharul Talukder

The human side of the job demands–resources (JD-R) model was this study's focus, examining job resources' impact on employees' co-creation intention. It considered employee…

Managing burnout from engagement-derived acting strategy

Catherine Prentice, Lan Snell, Phyra Sok

Performing emotional labour is required of customer-contact employees (CCEs) to regulate their emotions through acting to conform to organisational display rules. Prior research…