Journal of Service Theory and Practice: Volume 26 Issue 4

What’s wrong with IVR system service? A spatial theorisation of customer confusion and frustration

Benjamin P.W. Ellway

The purpose of this paper is to re-examine the important question of what is wrong with interactive voice response (IVR) system service by expanding a spatially informed…

What drives the intention to complain?

Line Lervik-Olsen, Tor Wallin Andreassen, Sandra Streukens

The purpose of this paper is to provide insight into the decision process behind whether customers complain, and to identify the effects of the situational factor credence quality…

Under-over benefitting perceptions and evaluation of services: Nonlinear relationships in a four-sample investigation

Vicente Martínez-Tur, Yolanda Estreder, Carolina Moliner, Rosa María Sánchez-Hernández, José Mª Peiró

In the context of service exchanges, the purpose of this paper is to examine the form of the link from under-benefitting (customers receive less than they invest) vs…

Learning in the service environment: the influence of diversity climate

Priyanko Guchait, Juan Madera, Mary Dawson

The purpose of this paper is to examine how diversity climate in service organizations influence employee learning behavior. Additionally, the study examined the mediating effects…

Managing knowledge to create customer service value

Silvia Martelo-Landroguez, David Martin-Ruiz

The purpose of this paper is to contribute to the services management literature by identifying a sequence of the different processes of knowledge management (KM) to create…

Human resource management impact on knowledge management: Evidence from the Portuguese banking sector

Elisa Figueiredo, Leonor Pais, Samuel Monteiro, Lisete Mónico

The purpose of this paper is to explain and empirically test the dependence of organizational processes related to knowledge on the nature of assumptions operating in processes of…