Journal of Service Management: Volume 24 Issue 4

How do you measure what you can't define?: The current state of loyalty measurement and management

Lerzan Aksoy

This research aims to provide a synthesis of the normative prescriptions from the scientific literature as it relates to customer loyalty tracking and an evaluation of how close…

Explaining why employee‐customer orientation influences customers' perceptions of the service encounter

Gabriel Gazzoli, Murat Hancer, BeomCheol (Peter) Kim

The purpose of this paper is to examine why employee‐level customer orientation (CO) influences the customer experience in a service setting.

Relative importance of satisfaction dimensions on service performance: A developing country context

Kwabena Frimpong, Alan Wilson

This paper seeks to examine the relevance of some existing Western motivation and job design theories in explaining employees' service performance, termed service orientation in…

Service‐dominant networks: An evolution from the service‐dominant logic perspective

Helge Löbler

This article seeks to advance a novel service network perspective, based on the service‐dominant logic, designated as service‐dominant networks (SDN).

A service science approach for improving healthy food experiences

Dominik Mahr, Nikos Kalogeras, Gaby Odekerken‐Schröder

Insufficient attention to the specific nature of healthy food experiences might limit the success of related innovations. The purpose of this article is to adopt a value‐in‐use…