Journal of Service Management: Volume 26 Issue 1

Perceptions are relative: An examination of the relationship between relative satisfaction metrics and share of wallet

Timothy Lee Keiningham, Bruce Cooil, Edward C Malthouse, Bart Lariviere, Alexander Buoye, Lerzan Aksoy, Arne De Keyser

There is general agreement among researchers and practitioners that satisfaction is relative to competitive alternatives. Nonetheless, researchers and managers have not treated…

Adoption of technology-based services: the role of customers’ willingness to co-create

Sven Heidenreich, Matthias Handrich

The purpose of this paper is to develop and empirically evaluate an adoption model for technology-based services (TBS) that integrates a customer’s willingness to co-create (WCC…

Patient value co-creation in online health communities: Social identity effects on customer knowledge contributions and membership continuance intentions in online health communities

Jing Zhao, Tao Wang, Xiucheng Fan

Patient value co-creation represents a key research priority and an essential determinant of health care service outcomes. Yet few studies empirically examine the factors that…

Resource configurations for services success in manufacturing companies

Chris Raddats, Jamie Burton, Rachel Ashman

The purpose of this paper is to investigate which resources and capabilities are most important to enable large manufacturers undergoing servitization to develop and deliver…

Switching experience, customer satisfaction, and switching costs in the ICT industry

Kurt Matzler, Andreas Strobl, Norbert Thurner, Johann Füller

Stabilizing business in highly competitive and volatile business-to-business (B2B) markets is a strategic imperative for many companies. In such a context, customer retention…

Service role and outcome as moderators in intercultural service encounters

Piyush Sharma, Jackie L.M. Tam, Namwoon Kim

The purpose of this paper is to introduce a comprehensive framework incorporating service roles (customer vs employee) and outcomes (failure vs success) as moderators in the…

Learning from socially driven service innovation in emerging economies

Javier Reynoso, Jay Kandampully, Xiucheng Fan, Hanna Paulose

The purpose of this paper is to provide insights into indigenous, solution-based business models and their relevance for inclusive service innovation within specific social…