Journal of Service Theory and Practice: Volume 34 Issue 5

Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics

Wim Coreynen, Johanna Vanderstraeten, Joeri van Hugten, Arjen van Witteloostuijn

Despite the increasing attention given to product-service integration (PSI), little is known about this innovation strategy from a key decision-maker’s perspective. To address…

Empowering frontline service employees: examining the link between psychological empowerment, prosocial motivation and proactive behavior through the lens of horizontal collectivism

Juman Iqbal, Shameem Shagirbasha, Kumar Madhan

Elucidating self-determination and psychological empowerment theories, the current study aims to examine the link between psychological empowerment and proactive behavior…

Brand avatar present or absent? Investigate brand avatar and consumer forgiveness in public apology

Xueying Wang, Yuexian Zhang

The rising occurrence of digitally driven public consumer complaints has made it necessary for enterprises to obtain consumer forgiveness. However, existing research has provided…

When and why does customization reduce booking cancellations? Field evidence from two hotels

Frank Mathmann, Di Wang, Jesse Elias Christian

This study employs S-D Logic to examine the hotel booking behaviors of individuals, with a focus on the impact of service customization on service cancellation. Additionally, the…

ChatGPT and service: opportunities, challenges, and research directions

Marianna Sigala, Keng-Boon Ooi, Garry Wei-Han Tan, Eugene Cheng-Xi Aw, Tat-Huei Cham, Yogesh K. Dwivedi, Werner H. Kunz, Kate Letheren, Anubhav Mishra, Rebekah Russell-Bennett, Jochen Wirtz

Since its inception, ChatGPT has been disruptively transforming how businesses operate along the whole value chain. The service sector is no exception from these technological…

The quest for delightful experiences and profitable enterprises: how customer delight impacts financial performance

Edwin Torres, Murat Kizildag, Jongwon Lee

The present research sought to analyze the effects of customer delight on both internal and external financial structures of publicly traded, service firms.