Journal of Service Management: Volume 30 Issue 1

Trust recovery tactics after double deviation: better sooner than later?

Natalia Araujo Pacheco, Cristiane Pizzutti, Kenny Basso, Yves Van Vaerenbergh

The purpose of this paper is to examine when (i.e. after a shorter or longer length of time) organizations should offer an apology or a promise of non-recurrence of a failure to…

The power of information on customers’ social withdrawal and citizenship behavior in a crowded service environment

Shuqin Wei, Tyson Ang, Nwamaka A. Anaza

Crowding in service environments is a constant concern for many firms due to the negative consequences it has on consumers and companies alike. Yet, scant empirical research…

Successful referral behavior in referral reward programs

Jochen Wirtz, Chris Tang, Dominik Georgi

Referral reward programs (RRPs) incentivize existing customers (inductors) to refer new customers (inductees). The effectiveness of RRPs is not well understood as previous studies…

Reshaping mental models – enabling innovation through service design

Josina Vink, Bo Edvardsson, Katarina Wetter-Edman, Bård Tronvoll

The purpose of this paper is to analyze how service design practices reshape mental models to enable innovation. Mental models are actors’ assumptions and beliefs that guide their…

Customer process management: A framework for using customer-related data to create customer value

Chiehyeon Lim, Min-Jun Kim, Ki-Hun Kim, Kwang-Jae Kim, Paul Maglio

The proliferation of customer-related data provides companies with numerous service opportunities to create customer value. The purpose of this study is to develop a framework to…

The impact of occupational stereotypes in human-centered service systems

Antje Sarah Julia Huetten, David Antons, Christoph F. Breidbach, Erk P. Piening, Torsten Oliver Salge

The purpose of this paper is to explore the impact that occupational stereotypes held by customers have on value co-creation processes in human-centered service systems (HCSSs…

Frontline Service Technology infusion: conceptual archetypes and future research directions

Arne De Keyser, Sarah Köcher, Linda Alkire (née Nasr), Cédric Verbeeck, Jay Kandampully

Smart technologies and connected objects are rapidly changing the organizational frontline. Yet, our understanding of how these technologies infuse service encounters remains…