Journal of Service Management: Volume 28 Issue 1

The changing role of the health care customer: review, synthesis and research agenda

Janet R. McColl-Kennedy, Hannah Snyder, Mattias Elg, Lars Witell, Anu Helkkula, Suellen J. Hogan, Laurel Anderson

The purpose of this paper is to synthesize findings from health care research with those in service research to identify key conceptualizations of the changing role of the health…

What causes imbalance in complex service networks? Evidence from a public health service

Katrien Verleye, Elina Jaakkola, Ian R. Hodgkinson, Gyuchan Thomas Jun, Gaby Odekerken-Schröder, Johan Quist

Service networks are inherently complex as they comprise of many interrelated actors, often driven by divergent interests. This can result in imbalance, which refers to a…

Improving service operations: linking safety culture to hospital performance

Gregory N. Stock, Kathleen L. McFadden

The purpose of this paper is to examine the relationship between patient safety culture and hospital performance using objective performance measures and secondary data on patient…

An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters

Cécile Delcourt, Dwayne D. Gremler, Fabrice De Zanet, Allard C.R. van Riel

Customers often experience negative emotions during service experiences. The ways that employees manage customers’ emotions and impressions about whether the service provider is…

The influence of service employees’ nonverbal communication on customer-employee rapport in the service encounter

Cheng-Yu Lin, Jiun-Sheng Chris Lin

Rapport between service employees and customers has been suggested to be an important determinant of customer relationship management, yet existing marketing literature still…

Leveraging marketer-generated appeals in online brand communities: An individual user-level analysis

Welf H. Weiger, Hauke A. Wetzel, Maik Hammerschmidt

The proliferation of online brand communities has shifted control over brands from firms to consumers. Demonstrating how marketers can stimulate consumers to use these…

Consumer motives and willingness to co-create in professional and generic services

Carmen Neghina, Josée Bloemer, Marcel van Birgelen, Marjolein C.J. Caniëls

Consumers’ underlying motives to co-create value are important when determining their willingness to engage in co-creation activities. However, the importance of their motives may…

Uncovering the structures and maturity of the new service development research field through a bibliometric study (1984-2014)

Glauco H.S. Mendes, Maicon Gouvea Oliveira, Eduardo H. Gomide, José Flávio Diniz Nantes

The purpose of this paper is to develop a deeper understanding of the new service development (NSD) research field. It addresses its scientific production, social and intellectual…