Journal of Service Management: Volume 25 Issue 1

Accessing resources for service innovation – the critical role of network relationships

Helena Rusanen, Aino Halinen, Elina Jaakkola

This paper aims to explore how companies access resources through network relationships when developing service innovations. The paper identifies the types of resource that…

How technical and functional service quality drive consumer happiness: Moderating influences of channel usage

Arne De Keyser, Bart Lariviere

This study aims to investigate the impact of technical (i.e. what is delivered) and functional (i.e. how is it delivered) service quality on consumer happiness in a multichannel…

Creators, multipliers, and lurkers: who contributes and who benefits at online review sites

Andreas Munzel, Werner H. Kunz

As the internet has become an increasingly relevant communication and exchange platform, social interactions exist in multiple forms. The research aims to integrate a multitude of…

A longitudinal examination of customer commitment and loyalty

Bart Lariviere, Timothy L. Keiningham, Bruce Cooil, Lerzan Aksoy, Edward C. Malthouse

This study aims to provide the first longitudinal examination of the relationship between affective, calculative, normative commitment and customer loyalty by using longitudinal…

Who needs delight?: The greater impact of value, trust and satisfaction in utilitarian, frequent-use retail

Sandra Maria Correia Loureiro, Francisco J. Miranda, Michael Breazeale

The aim of this study is to determine whether the cumulative effects of satisfaction, trust, and perceived value may, under certain conditions, provide more explanatory power for…

How organizational pride and emotional exhaustion explain turnover intentions in call centers: A multi-group analysis with gender and organizational tenure

Tobias Kraemer, Matthias H.J. Gouthier

Personnel turnover entails considerable costs and is a major problem for the call center industry. By modifying the job demands-resources model, this study aims to examine how…

The effects of promotion framing on consumers' price perceptions: The moderating role of a personal sense of power

Choongbeom Choi, Anna S. Mattila

The use of price-based promotions is common in the service industry due to their positive impact on sales in the short run. To gain a better understanding of the effectiveness of…

The Customer Service Solution

Scott E. Sampson

2013 Awards for Excellence