Journal of Service Theory and Practice: Volume 25 Issue 5

Achieving growth-quality of work life ambidexterity in small firms

Lan Snell, Phyra Sok, Tracey S. Danaher

– The purpose of this paper is to investigate the individual mechanisms that mediate the relationship between marketing practices and growth-quality of work life ambidexterity.

Stigmatized service workers in crisis: mitigating the effects of negative media

Simon J. Pervan, Liliana L. Bove

– The purpose of this paper is to examine how a crisis affects public attitudes toward stigmatized service workers (SSWs) who are blamed by the media for the event.

Determining value in a complex service setting

Carolin Plewa, Jillian C. Sweeney, David Michayluk

The purpose of this paper is to capture the richness of customer perceived value by determining its benefit and cost dimensions in a complex service setting. Perceived value is…

Factors influencing back pain treatment behaviour change

Hoda McClymont, Jeff Gow, Margee Hume, Chad Perry

The authors seek to better understand the critical incidents and factors that influence the switching behaviours of back pain sufferers who use mainstream and/or complementary and…

Feeling nickeled and dimed – consequences of drip pricing

Thomas Robbert

In drip pricing, companies advertise low prices for products or services and then tack on additional surcharges later in the purchase process. This tactic has not only become…

The impact of word of mouth on service purchase decisions: Examining risk and the interaction of tie strength and involvement

Peter A. Voyer, Chatura Ranaweera

Primarily, the purpose of this paper is to investigate the interaction and direct effects of tie strength between sender and receiver of word of mouth (WOM) and the receiver’s…

Exciting times for service scholarship

Laszlo Sajtos