Journal of Service Theory and Practice: Volume 33 Issue 3

How inaccessible retail websites affect blind and low vision consumers: their perceptions and responses

Alex H. Cohen, Jorge E. Fresneda, Rolph E. Anderson

This research seeks to fill a gap in the service and retailing marketplace experience literature as well as retailing practice by extending Attribution and Expectancy…

Gamification in the customer journey: a conceptual model and future research opportunities

Jorge H.O. Silva, Glauco H.S. Mendes, Jorge G. Teixeira, Daniel Braatz

While academics and practitioners increasingly recognize the impacts of gamification on customer experience (CX), its role in the customer journey remains undeveloped. This…

Failure to maintain customers: antecedents and consequences of service downgrades

Liming Lin, Zhaoyang Guo, Chenxi Zhou

Despite service downgrades' undisputed practical relevance, service downgrades (e.g. customers shifting the price tier downward) have received surprisingly little attention from…

Linking environmentally-specific empowering leadership to hotel employees' green creativity: understanding mechanisms and boundary conditions

Kamal Badar, Yasir Mansoor Kundi, Ahmad Nabeel Siddiquei, Ahmad Abualigah

Drawing on conservation of resources and social exchange theories, the authors build and test a theoretical model examining the association of environmentally-specific empowering…

“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification

Ashish Kalra, Omar S. Itani, Sijie Sun

This study examines the contextual variables that can curb the negative effects of role conflict on job satisfaction and enhance the positive effect of job satisfaction on…