Table of contents
Customer experience formation in today’s service landscape
Michaela LipkinThe purpose of this paper is to review customer experience formation (CXF) by first locating and analyzing how researchers approach CXF in the service literature and the…
Customer response to interactional service experience: The role of interaction environment
Carmen-Maria Albrecht, Stefan Hattula, Torsten Bornemann, Wayne D. HoyerThe purpose of this paper is to examine causal attribution in interactional service experiences. The paper investigates how triggers in the environment of a customer-employee…
A longitudinal comparison of customer satisfaction and customer-company identification in a service context
Min-Hsin Huang, Zhao-Hong ChengCustomer satisfaction (CS) and customer-company identification (CCI) are two important relational constructs and play a complementary role in the service-profit chain. Drawing…
Setting the stage for service experience: design strategies for functional services
Ahmad Beltagui, Marina Candi, Johann C.K.H. RiedelThe purpose of this paper is to identify service design strategies to improve outcome-oriented services by enhancing consumers’ emotional experience, while overcoming customer…
Internal service quality as a driver of employee satisfaction, commitment and performance: Exploring the focal role of employee well-being
Piyush Sharma, Titus Tak Chuen Kong, Russel P.J. KingshottThe purpose of this paper is to use “positive organizational behavior” and “transformative service research” paradigms to introduce “employee well-being” as a focal construct in…
Practice styles and service systems
Jennifer D. Chandler, Steven ChenThe purpose of this paper is to examine how practices influence service systems.
When public services fail: a research agenda on public service failure
Steven Van de WalleThe purpose of this paper is to review the literature on public service failure and develop a research agenda for studying public service failure alongside private service…
ISSN:
1757-5818Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully