Journal of Service Management: Volume 29 Issue 2

Service robots: value co-creation and co-destruction in elderly care networks

Martina Čaić, Gaby Odekerken-Schröder, Dominik Mahr

The purpose of this paper is to investigate the potential roles for service robots (i.e. socially assistive robots) in value networks of elderly care. Taking an elderly person’s…

Consumer-led experience customization: a socio-spatial approach

Edwin N. Torres, Peter Lugosi, Marissa Orlowski, Giulio Ronzoni

Adopting a socio-spatial approach, this study develops a consumer-centric conception of service experience customization. In contrast to existing service customization research…

Brand advocacy in the frontline: how does it affect customer satisfaction?

Jeroen Schepers, Edwin J. Nijssen

Many organizations expect their service engineers, or frontline employees (FLEs), to behave as brand advocates by engaging in favorable communication about the brand and its…

Service failures after online flash sales: role of deal proneness, attribution, and emotion

Khadija Ali Vakeel, K. Sivakumar, K.R. Jayasimha, Shubhamoy Dey

The purpose of this paper is to focus on failures in online flash sales (OFS) and to explore why consumers participate in an OFS even after experiencing service failure. It also…

Forecasting sales in industrial services: Modeling business potential with installed base information

Kati Stormi, Teemu Laine, Petri Suomala, Tapio Elomaa

The purpose of this paper is to examine how installed base information could help servitizing original equipment manufacturers (OEMs) forecast and support their industrial service…

The environment-strategy-structure fit and performance of industrial servitized SMEs

Laure Ambroise, Isabelle Prim-Allaz, Christine Teyssier, Sophie Peillon

The purpose of this paper is to examine the environment-strategy-structure fit in the context of industrial servitization and its impact on the profitability of manufacturing SMEs.