Journal of Service Theory and Practice
Issue(s) available: 57 – From Volume: 25 Issue: 1, to Volume: 34 Issue: 3
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 MadhanElucidating self-determination and psychological empowerment theories, the current study aims to examine the link between psychological empowerment and proactive behavior…
Comparing three contract types to optimize profits in service firm – digital service platform relationships
Richard Tarpey, Jinfeng Yue, Yong Zha, Jiahong ZhangThe importance of service firms cooperating with digital platforms is widely acknowledged. The authors study three contractual relationships (fixed-cost, cost-sharing, and…
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 WitteloostuijnDespite 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…
How to respond to negative online reviews: language style matters
Shu Zhang, Lixun Su, Weiling Zhuang, Barry J. BabinGiven resource constraints such as time and staffing, hotels cannot respond to all negative online reviews (NORs). Therefore, this study investigates (1) what types of NORs hotels…
Financial performance response of manufacturers to servitization: curvilinear relationship mediated by service business focus and moderated by digital technology application
Beini Liu, Zhenyan Li, Yaoyao FuServitization of products is becoming increasingly prevalent among manufacturing enterprises. Existing research has primarily focused on exploring whether the direct impact of…
Misery loves company: evaluation of negative e-WOM effects at the post-service recovery stage
Aditi Sarkar Sengupta, Marla Royne Stafford, Alexa K. FoxThe authors' research examines how negative electronic word-of-mouth (e-WOM) alters focal customers' post-recovery justice perceptions and attitudes to determine their future…
Spoken service language for customer well-being in a transformative service context: residential aged care
Madalyn Anne Scerri, Rajka PresburySpoken service language is critical for service experiences and human welfare in many service settings. However, little is known about how spoken service language can enhance…
Does actors' engagement with capacity-building training programs enable delivery of SDG-aligned public services? The case of senior public officials
Fara Azmat, Ahmed Shahriar Ferdous, Faisal Wali, Mohammad Badrul Muttakin, Mohammed Ziaul HaqueThis study examines whether engagement with Sustainable Development Goal (SDG)-focused specialized training programs enable senior public officials (focal actor) to collectively…
The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM
Süleyman Çelik, Öznur Özkan Tektaş, Bahtışen KavakService failures usually occur in front of third-party customers. Third-party customers react emotionally and behaviorally to service failure and recovery efforts aimed at focal…
ISSN:
2055-6225Renamed from:
Managing Service Quality: An International JournalOnline date, start – end:
2015Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr. Chatura Ranaweera
- Dr. Marianna Sigala
Further Information
