Journal of Service Theory and Practice: Volume 30 Issue 2

The toll of service climate on employees: an emotional labor perspective

Tal Katz-Navon, Dana R. Vashdi, Eitan Naveh

The existing research on service climate emphasizes its benefits for customers, employees and organizational outcomes. Service climate translates into organizational expectations…

What goes on between customers? A cross-industry study of customer-to-customer interaction (CCI)

Richard Nicholls

This study aims to provide service managers and researchers with a deeper understanding of the direct on-site interactions taking place between customers.

Delight spirals: the cause and consequence of employee perceived customer delight

Rebecca M. Guidice, Donald C. Barnes, Brian R. Kinard

With increasing competition in the marketplace, there is a greater push for exceeding customer expectations and delivering customer delight to ensure firm’s success. The main…

Emotion regulation in service encounters: are customer displays real?

Shin-Yiing Lee, Jillian C. Sweeney, Geoffrey Norman Soutar

Despite recognition of the importance of emotions and emotion regulation in service encounters, emotion regulation has been generally studied from an employee perspective. This…

Consumer engagement behaviors: do service convenience and organizational characteristics matter?

Sanjit Kumar Roy, Vaibhav Shekhar, Ali Quazi, Mohammed Quaddus

The purpose of the study is to investigate the role of service convenience in the relationship between organizational characteristics (such as brand equity, store ambiance, store…