Table of contents
Journal of Service Theory and Practice at age 30: past, present and future contributions to service research
Naveen Donthu, Satish Kumar, Chatura Ranaweera, Marianna Sigala, Riya SurekaIn 2020, the Journal of Service Theory and Practice (JSTP), previously titled Managing Service Quality, celebrates its 30th anniversary. This study provides a retrospective of the…
Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective
Xiaojun Zhan, Wenhao Luo, Hanyu Ding, Yanghao Zhu, Yirong GuoPrior studies have mainly attributed customer incivility to dispositional characteristics, whereas little attention has been paid to exploring service employees' role in…
The role of information systems and knowledge codification for service provision strategies
John N. Walsh, Jamie O'BrienWhile service scholars see modularisation as balancing the efficiency of standardisation with the value added through customisation the relationships between these concepts are…
Robo-advisors (RAs): the programmed self-service market for professional advice
Mark N. Wexler, Judy OberlanderThis conceptual paper draws together an interdisciplinary approach to robo-advisors (RAs) as an example of an early and successful example of automated, programmed professional…
Towards a circumplex typology of customer service experience management practices: a dyadic perspective
Yasin Sahhar, Raymond Loohuis, Jörg HenselerThe purpose of this study is to identify the practices used by service providers to manage the customer service experience (CSE) across multiple phases of the customer journey in…
Training as an internal marketing tool within the franchise system
Carmen Domínguez-Falcón, Margarita Fernández-Monroy, Inmaculada Galván-Sánchez, José Luis Ballesteros-RodríguezThe purpose of this paper is to analyse the important role of training (specifically, training relevance and training transfer) in enhancing franchisor-franchisee relationship…
Influence of prior reviews about a firm and its alliance partners on reviewers' feedback: evidence from the airline industry
Swagato Chatterjee, Srabanti Mukherjee, Biplab DattaThe purpose of this study is to explore the impact of other customer's opinion on a service firm and its alliance on the evaluation of the airline by the focal customer by…
An investigation into the antecedents of frontline service employee guardianship behaviours
Balkrushna Potdar, Tony Garry, Juergen Gnoth, John GuthrieThis study aims to provide empirically generated insights into the drivers of guardianship behaviour among frontline service employees (FLEs) within retail settings.
Servitisation through structural adaptation
Saad Zighan, Ziad Alkalha, David Bamford, Iain Reid, Zu'bi M.F. Al-Zu'biThe purpose of this study is to investigate the structural changes needed for project-based organisations (PBOs) to synthesise their project operations and services following the…
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