Journal of Service Management: Volume 28 Issue 4

Does communicating the customer’s resource integrating role improve or diminish value proposition effectiveness?

Sara Leroi-Werelds, Sandra Streukens, Yves Van Vaerenbergh, Christian Grönroos

The purpose of this paper is to examine whether explicitly communicating the customer’s resource integrating role in value propositions improves or diminishes value proposition…

The use of gamification mechanics to increase employee and user engagement in participative healthcare services: A study of two cases

Wafa Hammedi, Thomas Leclerq, Allard C.R. Van Riel

Gamification introduces game-like properties into routine service processes to make them more engaging for service employees and users alike. The purpose of this paper is to…

Servitization as reinforcement, not transformation

Anna Salonen, Onur Saglam, Fredrik Hacklin

The purpose of this paper is to explain why product-centric manufacturers utilize advanced services not as vehicles of transformation, but of reinforcement, to strengthen their…

The enhanced loyalty drivers of customers acquired through referral reward programs

B. Ramaseshan, Jochen Wirtz, Dominik Georgi

The purpose of this paper is to extend prior research on referral reward programs (RRPs) by examining if and how the mode of customer acquisition (RRP-acquired customers vs…

The impact of service bundles on the mechanism through which functional value and price value affect WOM intent

Chatura Ranaweera, Heikki Karjaluoto

The purpose of this paper is to contribute toward the current limited understanding of service bundles by investigating how purchasers of combined product-service bundles (bundle…

A multidimensional service-value scale based on Holbrook’s typology of customer value: Bridging the gap between the concept and its measurement

Martina G. Gallarza, Francisco Arteaga, Giacomo Del Chiappa, Irene Gil-Saura, Morris B. Holbrook

In the fertile line of research on consumer value from the services literature, a gap exists between theoretical and empirical knowledge, in particular regarding Holbrook’s…

Customer experience design: a case study in the cultural sector

Frederic Ponsignon, Francois Durrieu, Tatiana Bouzdine-Chameeva

The purpose of this paper is to explore the experience design phenomenon in the cultural sector. Specifically, it purports to articulate a set of design characteristics that…

Embarrassed customers: the dark side of receiving help from others

Seo Young Kim, Youjae Yi

The purpose of this paper is to demonstrate that customer engagement behavior may not always be a positive experience for customers. Specifically, the paper examines the effect of…