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Channel: Emerald Group Publishing Limited: Journal of Service Management: Table of Contents
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Shaping, Organizing, and Rethinking Service Innovation: A Multidimensional...

AbstractPurpose - This article reviews key research contributions that may be useful for rethinking service innovation. Service innovation is not a monolithic construct; therefore, the opportunities...

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Exploring internal mechanisms forming customer servicescape experiences

AbstractPurpose - The aim of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service...

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Antecedents to Participation in Corporate Social Responsibility Programs

AbstractPurpose - In today’s competitive marketplace, companies are devoting an increasing amount of time and money to establishing themselves as socially responsible, in an effort to appeal to the...

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Collaboration competency and partner match for e-service product innovation...

AbstractPurpose - This paper describes the relationships among collaboration competency, partner match, knowledge integration mechanisms (KIMs), and e-service product...

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How Organizational and Employee-Customer Identification, and Customer...

AbstractPurpose - In this research, the authors examine the impact of organizational and employee-customer identification on job engagement. The paper also explores the role of customer orientation in...

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Shaping, organizing, and rethinking service innovation: a multidimensional...

AbstractPurpose – The purpose of this paper is to review key research contributions that may be useful for rethinking service innovation. Service innovation is not a monolithic construct; therefore,...

View Article

Exploring internal mechanisms forming customer servicescape experiences

AbstractPurpose – The purpose of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service experience....

View Article

Antecedents to participation in corporate social responsibility programs

AbstractPurpose – In today's competitive marketplace, companies are devoting an increasing amount of time and money to establishing themselves as socially responsible, in an effort to appeal to the...

View Article


Collaboration competency and partner match for e-service product innovation...

AbstractPurpose – The purpose of this paper is to describe the relationships among collaboration competency, partner match, knowledge integration mechanisms (KIMs), and e-service product innovation....

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How organizational and employee-customer identification, and customer...

AbstractPurpose – The purpose of this paper is to examine the impact of organizational and employee-customer identification on job engagement. The paper also aims to explore the role of customer...

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2012 Awards for Excellence

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Corrigendum

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“Tailoring” customization services: Effects of customization mode and...

AbstractPurpose– The aim of this article is to examine the interaction effect of customization mode and regulatory focus on the “tailoring” outcomes of customized services in both the number of options...

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Primacy versus recency effects in extended service encounters

AbstractPurpose– Customer satisfaction formation represents a dynamic phenomenon, especially in extended service encounters. A single service encounter may have an extended duration and feature several...

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Trust development in e-services: a cohort analysis of Millennials and Baby...

AbstractPurpose– Building trust is crucial for e-service providers looking to develop long-term customer relationships. But consumers from dissimilar demographic groups behave differently. Therefore,...

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Having a strategy for new service development – does it really matter?

AbstractPurpose– The aim of this study is to investigate the role of key strategic factors in new service development (NSD). In particular, the role of service development strategy, a formalised...

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Effects of perceived employee emotional competence on customer satisfaction...

AbstractPurpose– During service encounters, it has been suggested that emotionally competent employees are likely to succeed in building rapport with their customers, which in turn often leads to...

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Measuring Consumer Perception of Online Shopping Convenience

AbstractPurpose - We intend to identify the key convenience dimensions of online shopping, as convenience has been one of the principal motivations underlying customer inclinations to adopt online...

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Linking task and goal interdependence to quality service: The role of the...

AbstractPurpose - With a twofold aim, this study focuses on the service climate, including its antecedents, consequences, and a moderator. First, it examines whether task- and goal-interdependent...

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Re-investigating the Nature of Tangibility/Intangibility and its influence on...

AbstractPurpose - Service scholars have questioned the usefulness of the concept of tangibility/intangibility as a characteristic of services for two reasons: 1) it is ambiguous and does not...

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