Journal of Service Theory and Practice: Volume 33 Issue 6

Framing your concerns right: an analysis of air passengers' complaints during two time periods

Divya Sharma, M. Vimalkumar, Sirish Gouda, Agam Gupta, Vignesh Ilavarasan

Consumers are increasingly choosing social media over other channels and mechanisms for grievance redressal. However, not all social media grievances elicit a response from…

Relaxation, morning recovery state and customer- and coworker-directed extra-role service behavior: the moderating effect of work–family interface

Hyewon Park, Won-Moo Hur, Seung-Yoon Rhee

This study aims to investigate the impact of overnight off-work relaxation on the performance of frontline service employees (FLEs). Specifically, the authors focused on FLEs'…

FLEs' concerns with misbehaving customers in the time of COVID and beyond

Stephanie T. Gillison, Sharon E. Beatty, William Magnus Northington, Shiri Vivek

This research investigates the impact of customer rule violation issues on frontline employees' (FLEs’) burnout due-to-customers. A model and hypotheses are developed using COR…

Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion

Fang Xie, Xufan Zhang, Jing Ye, Lulu Zhou, Wenjian Zhang, Feng Tian

Based on the resource conservation theory, this research paper aims to evaluate the positive impact of customer orientation on frontline employees' emotional exhaustion and the…

Work more, pay more? The impact of customer participation on customer pay-what-you-want payments

Yves Van Vaerenbergh, Annelies Costers, Anja Van den Broeck

The optimal level of customer participation is an important factor in service design. However, researchers know little about the impact of customer participation for their…

When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure

Jinsheng Cui, Mengwei Zhang, Jianan Zhong

This research aims to investigate the influence of consumers' anticipated trust in service providers on brand switching intention and its underlying psychological mechanism. More…

Customer intention to participate in service recovery: what is it and what are the drivers?

Gurbir Singh, Abhishek Mishra

Customer participation (CP) in service recovery is one of the ways to co-create value with the service provider. Most existing studies assume that customers are willing to…