Journal of Service Management
Issue(s) available: 82 – From Volume: 20 Issue: 1, to Volume: 35 Issue: 6
The role of employee empathy in forming brand love: customer delight and gratitude as mediators and power distance belief as a moderator
Laee Choi, MiRan Kim, Soyeon KimThis study explores the influence of employee empathy on brand love, which subsequently affects customer advocacy, willingness to pay more (WTPM) and tolerance of failure…
Conceptualizing digital service: coconstitutive essence and value cocreation dynamics
Gregory Vial, Camille GrangeThis paper presents a new conceptualization of digital service anchored in a coconstitutive ontology of digital “x” phenomena, illuminating the pivotal role of the digital…
Understanding service ecosystem dynamics: a typology
Nabila As’ad, Lia Patrício, Kaisa Koskela-Huotari, Bo EdvardssonThe service environment is becoming increasingly turbulent, leading to calls for a systemic understanding of it as a set of dynamic service ecosystems. This paper advances this…
Exploring customer engagement tensions when pursuing responsible business practices
Andrew S. Gallan, Diogo Hildebrand, Yuliya Komarova, Dan Rubin, Ronen ShayDesigning and developing responsible business practices can create various tensions for service organizations. The purpose of this research is to develop a deeper understanding of…
Understanding and managing engagement journeys
Elina Jaakkola, Matthew AlexanderExisting research on customer journeys has tended to focus on the customer’s purchase decision-making and firm-controlled touchpoints, overlooking indirect touchpoints where…
Customer experience (CX), employee experience (EX) and human experience (HX): introductions, interactions and interdisciplinary implications
Anders Gustafsson, Delphine Caruelle, David E. BowenThe purpose of this paper is to provide an overview of what (service) experience is and examine it using three distinct perspectives: customer experience (CX), employee experience…
Leveraging artificial intelligence in firm-generated online customer communities: a framework and future research agenda
Candice L. Marti, Huimin Liu, Gurpreet Kour, Anil Bilgihan, Yu XuIn an era where complex technological advances increasingly govern service delivery, it is incumbent on service firms to pioneer innovative strategies to sustain customer…
Agencement of onlife and phygital: smart tech–enabled value co-creation practices
Cristina Mele, Tiziana Russo-SpenaIn this article, we reflect on how smart technology is transforming service research discourses about service innovation and value co-creation. We adopt the concept of technology…
ISSN:
1757-5818Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully