Journal of Service Theory and Practice: Volume 25 Issue 3

Behind league tables and ranking systems: A critical perspective of how university quality is measured

Jasmina Berbegal-Mirabent, D. Enrique Ribeiro-Soriano

The purpose of this paper is to examine the role of university ranking systems as instruments of university quality assessment. Some controversy surrounds the methodology used to…

Effects of inviting customers to share responsibility in the context of impersonal service

Hsuan-Hsuan Ku, Ko-Hsin Hsu

The purpose of this paper is to investigate how customers respond to a service provider’s invitation to share responsibility for the experience of an “impersonal” service that is…

Navigating service sector innovation using co-creation partnerships

Stephen Burdon, Grant Richard Mooney, Hiyam Al-Kilidar

The purpose of this paper is to analyse a series of engineering services partnerships to better understand requisites needed in building high value co-creation alliances �…

Customer defection in retail banking: Attitudinal and behavioural consequences of failed service quality

Lamprini P. Piha, George J. Avlonitis

The purpose of this paper is to provide managers and researchers a comprehensive view of the root causes of customer departure and empirically test the attitudinal and behavioural…

Does online collaboration with customers drive innovation performance?

Natalia Ryzhkova

The purpose of this paper is to explore the relationship between the actual usage of online methods for collaboration with customers and firms’ innovation performance. Drawing on…

An empirical investigation of service recovery in e-retailing: An operations management perspective

Min Zhang, Xujing Dai, Zhen He

E-retailing grows rapidly in recent years. The majority of previous research on e-retailing service recovery has been mainly focussed on the customers’ perspective. The purpose of…