Table of contents
The doer effect of failure and recovery in multi-agent cases: service supply chain perspective
Cansu Yildirim, Bengu Sevil Oflaç, Oznur YurtThe purpose of this paper is to explore the doer effect of service failure (SF), good prior experience (GPE) and recovery on overall customer satisfaction and repurchase…
How customer participation influences service failure attribution: The moderating effect of self-efficacy
Chia-Yi ChenPrevious studies offer two contradictory propositions for the influence of customer participation on service failure attribution. The purpose of this paper is to solve this…
Professional identity in service work: why front-line employees do what they do
Per Echeverri, Maria ÅkessonThe purpose of this paper is to identify the key elements of professional identity in service work in order to provide more in-depth theoretical explanations as to why service…
Customer value co-creation over the relationship life cycle
Jesus Cambra-Fierro, Iguacel Melero-Polo, F. Javier SeseDrawing from the theory of relationship dynamics, the purpose of this paper is to investigate how the relationship life cycle moderates the link between relationship quality and…
A service network perspective to evaluate service matching in early design
Federico Barravecchia, Fiorenzo Franceschini, Luca MastrogiacomoService matching is defined in this paper as the process of combining a new service with one or more existing services. A recurring problem for service designer is to match new…
Service ecotones: the complex boundary zones of service (eco) systems
Hamish Simmonds, Aaron GazleyThe purpose of this paper is to introduce ecotones to the service literature as a conceptual extension of the service ecosystem (SE) framework.
ISSN:
2055-6225Renamed from:
Managing Service Quality: An International JournalOnline date, start – end:
2015Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr. Chatura Ranaweera
- Dr. Marianna Sigala