Journal of Service Theory and Practice: Volume 25 Issue 4

Switching barriers and customer retention: Why customers dissatisfied with online service recovery remain loyal

Chia-Ying Li

By expanding on the work of White and Yanamandram (2007), the purpose of this paper is to examine the direct and indirect influences of switching barriers on the relationship…

The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion

Won-Moo Hur, Tae Won Moon, Su-Jin Han

The purpose of this paper is to examine how customer incivility affects service employees’ emotional labor (i.e. surface acting) and the way surface acting augments their…

A sustainable e-service quality model

Gjoko Stamenkov, Zamir Dika

Providing high service quality is a necessary but insufficient criterion for success. Service quality must be sustained longitudinally. The purpose of this paper is to propose a…

Service experiences and dyadic value co-creation in healthcare service delivery: a CIT approach

Kofi Osei-Frimpong, Alan Wilson, Nana Owusu-Frimpong

The purpose of this paper is to investigate value co-creation processes from the focal dyad of the patient and the physician and how their experiences in the consulting room…

The performance impact of industrial services and service orientation on manufacturing companies

Marko Kohtamaki, Henri Hakala, Jukka Partanen, Vinit Parida, Joakim Wincent

Product-manufacturing firms are increasingly positioning themselves as providers of industrial services and solutions. Despite the increasing conceptual interest in industrial…

The influence of internal market orientation on external outcomes: The mediating role of employees’ attitudes

Vicent Tortosa Edo, Jaume Llorens-Monzonís, Miguel Ángel Moliner-Tena, Javier Sánchez-García

The purpose of this paper is to analyse the possible influence of internal marketing (represented by internal market orientation (IMO)) on external customer outcomes (perceived…