Journal of Service Theory and Practice: Volume 25 Issue 1

From service quality to service theory and practice

Chatura Ranaweera, Marianna Sigala

– The purpose of this editorial paper is to set out the vision for the Journal of Service Theory and Practice (JSTP).

Trend spotting and service innovation

Tor W. Andreassen, Line Lervik-Olsen, Giulia Calabretta

Improving the commercial success rate of innovations requires alternative approaches based on social science methodologies for identifying subtle, emerging changes in consumer…

Dissatisfaction and violation: two distinct consequences of the wait experience

Gordon Fullerton, Shirley Taylor

The purpose of this paper is to explore the theory that dissatisfaction and violation are distinct affective responses to a service wait. It was thought that dissatisfaction was a…

Image, brand relationships and customer value: Exploring the moderating role of advertising spending- and labour-intensity in customer loyalty

Laszlo Sajtos, Henning Kreis, Roderick Brodie

While service brands are conceptualised as being both the company’s presented brand and the customer’s relationship experience, most research to date has supported the central…

Hello Kitty livery is just a glimpse of Hello Kitty experiential package: The effects of celebrity-themed aircraft on purchase intention

Stephen W. Wang, Waros Ngamsiriudom

Celebrity-themed aircraft campaigns have become a popular tactic that airlines adopt as part of their experiential marketing efforts. The campaign aims at differentiating their…

Firm factors that influence internationalisation and subsequent financial performance of fashion retailers

Michelle L. Childs, Byoungho Jin

Grounded in the Uppsala model, the purpose of this paper is to investigate specific firm factors of fashion service retailers, which include: product category offering, firm…