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The Naples Forum on Service: what’s ahead in service?

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Co-creating customer-focused solutions within business networks: a service...

AbstractPurpose – Increased competition and more extensive customer needs have motivated companies to develop integrated solutions. In practice, companies struggle to co-create effective solutions that...

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Value co-creation and university teaching quality: Consequences for the...

AbstractPurpose – The purpose of this paper is to investigate value co-creation in assessing higher education (HE) teaching quality by acknowledging the influence of all interacting parties: teachers,...

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Practices and experiences: challenges and opportunities for value research

AbstractPurpose – The purpose of this paper is to distinguish experiences from practices and relate this distinction to current developments in value research within service-dominant (S-D) logic and...

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“Five Co-s” in innovating: a practice-based view

AbstractPurpose – The purpose of this paper is to frame innovation as a process of co-creation according to a practice-based view. Design/methodology/approach – The paper focuses on the innovation...

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Viable service systems and decision making in service management

AbstractPurpose – The purpose of this paper is to highlight how systems thinking contributes to decision making in uncertain contexts that are characteristic of service systems. Based on the assumption...

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The emergence of the new service marketing: Nordic School perspectives

AbstractPurpose – The purpose of this paper is to offer a reflective account of the emergence of new marketing theory as seen through the lens of the Nordic School of Service....

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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,...

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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....

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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 – 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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A SERVICE SCIENCE APPROACH FOR IMPROVING HEALTHY FOOD EXPERIENCES

AbstractPurpose - Insufficient attention to the specific nature of healthy food experiences might limit the success of related innovations. This article adopts a value-in-use perspective to...

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Service-Dominant Networks: An Evolution from the Service-Dominant Logic...

AbstractPurpose - This article seeks to advance a novel service network perspective, based on the service-dominant logic, designated as service-dominant networks (SDN)Design/methodology/approach -...

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RELATIVE IMPORTANCE OF SATISFACTION DIMENSIONS ON SERVICE PERFORMANCE - A...

AbstractPurpose - Paper seeks to examine the relevance of some existing Western motivation/job design theories in explaining employees’ service performance, termed as service orientation in delivery in...

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