Journal of Service Theory and Practice: Volume 30 Issue 3

Influence of country of origin and type of information exchanged on consequences of offshore service sentiment

Lu Lu, Gary Gregory, Shawn Thelen

This research extends existing services offshoring literature by investigating how the type of information exchanged, technical support or personal billing, in conjunction with…

Customer-to-customer interaction quality, promotion emotion, prevention emotion and attitudinal loyalty in mass services

Beomjoon Choi, Hyun Sik Kim

The current study aims to explore the relationships between three kinds of customer-to-customer (C2C) interaction quality and brand loyalty via customer promotion and prevention…

Healthcare service users as resource integrators: investigating factors influencing the co-creation of value at individual, dyadic and systemic levels

Justine Brigitte Virlée, Wafa Hammedi, Allard C.R. van Riel

Patients, when using healthcare services, (co)create value by integrating their own resources with those of a range of stakeholders. These resource integration activities…

Inertia, group conformity and customer loyalty in healthcare in the information age

Fábio M.R.R. Gonçalves, Carlos J.F. Cândido, Isabel Maria Pereira Luís Feliciano

The purpose is to analyse the influence of inertia and group conformity on loyalty in healthcare.

Tough but not terrific: value destruction in men’s health

Jacquie McGraw, Rebekah Russell-Bennett, Katherine M. White

The purpose of this paper is to investigate the role of masculine identity in generating value destruction and diminished well-being in a preventative health service.

Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?

Vinh Nhat Lu, Jochen Wirtz, Werner H. Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins, Paul G. Patterson

Robots are predicted to have a profound impact on the service sector. The emergence of robots has attracted increasing interest from business scholars and practitioners alike. In…

Publisher's note

Guest editorial: services marketing for impact

Sven Tuzovic, Jörg Finsterwalder