Journal of Service Theory and Practice: Volume 27 Issue 2

Guest editorial

Dr Cheryl Leo, Jillian C. Sweeney

Broadening brand engagement within the service-centric perspective: An intersubjective hermeneutic framework

Yuri Seo, Carol Kelleher, Roderick J. Brodie

While extant service-centric research has largely focussed on managerial advantages, few studies have addressed how brand engagement emerges in the broader context of consumer…

Branded marketing events: engaging Australian and French wine consumers

Teagan Altschwager, Jodie Conduit, Tatiana Bouzdine-Chameeva, Steve Goodman

The purpose of this paper is to introduce the term branded marketing events (BMEs), and examine the role of its experiential components as a strategic tool for the facilitation of…

Consumer construal of separation in virtual services

Nicole Hartley, Teegan Green

Service encounters are becoming increasingly virtual through the infusion of computer-mediated technologies. Virtual services separate consumers and service providers both…

A multilevel consideration of service design conditions: Towards a portfolio of organisational capabilities, interactive practices and individual abilities

Ingo Oswald Karpen, Gerda Gemser, Giulia Calabretta

The purpose of this paper is to advance the current understanding of organisational conditions that facilitate service design. Specifically, the focus is on organisational…

Markets and market boundaries: a social practice approach

Martyn Gosling, James Richard, Yuri Seo

The paper contributes to the debate on a general theory of markets. The purpose of this paper is to develop a market practice model based on social practice theories, and explore…

Measuring quality variations in e-service

Yen-Chun Chen, Yung-Cheng Shen, Crystal Tzu-Ying Lee, Fu-Kai Yu

The purpose of this paper is to develop and validate a multidimensional hierarchical scale for measuring “e-service quality variation.”

Patient participatory behaviours in healthcare service delivery: Self-determination theory (SDT) perspective

Kofi Osei-Frimpong

The purpose of this paper is to deepen the understanding on patient participatory behaviours in co-creation of value drawing from the perspective of self-determination theory…

Service excellence in the light of cultural diversity: the impact of metacognitive cultural intelligence

Melanie P. Lorenz, Jase R. Ramsey, Ayesha Tariq, Daniel L. Morrell

The purpose of this paper is to understand when, how, and why service employees adapt the service encounter to meet the values and expectations of culturally disparate customers.

The potential of management accounting and control in global operations: Profitability-driven service business development

Anni Lindholm, Teemu Juhani Laine, Petri Suomala

The purpose of this paper is to identify the financial potential of new service businesses in the context of a global machinery manufacturer. The objective is to examine the…