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Content
April 2020, Volume 40, Issue 5-6
- 337-357 The two-way integration between manufacturing and services
by Claudio Di Berardino & Gianni Onesti - 358-379 How different advertising formats and calls to action on videos affect advertising recognition and consequent behaviours
by Tser-Yieth Chen & Tsai-Lien Yeh & Chin-I Chang - 380-393 Enabling customer satisfaction in call center teams: the role of transformational leadership in the service-profit chain
by Flavia Cavazotte & Valter Moreno & Luis Cesar Chehab Lasmar - 394-414 TMX, social loafing, perceived accountability and OCB
by You-De Dai & Yu-Hsiang Hou & Ching-Hua Wang & Wen-Long Zhuang & Ying-Chan Liu - 415-435 The service smile chain: linking leader emotions to customer outcomes
by Xiao-Yu Liu & Yongmei Liu - 436-470 Conceptualization and assessment of E-service quality for luxury brands
by Jung-Hwan Kim & Minjeong Kim
April 2020, Volume 40, Issue 5
- 337-357 The two-way integration between manufacturing and services
by Claudio Di Berardino & Gianni Onesti - 358-379 How different advertising formats and calls to action on videos affect advertising recognition and consequent behaviours
by Tser-Yieth Chen & Tsai-Lien Yeh & Chin-I Chang - 380-393 Enabling customer satisfaction in call center teams: the role of transformational leadership in the service-profit chain
by Flavia Cavazotte & Valter Moreno & Luis Cesar Chehab Lasmar - 394-414 TMX, social loafing, perceived accountability and OCB
by You-De Dai & Yu-Hsiang Hou & Ching-Hua Wang & Wen-Long Zhuang & Ying-Chan Liu - 415-435 The service smile chain: linking leader emotions to customer outcomes
by Xiao-Yu Liu & Yongmei Liu - 436-470 Conceptualization and assessment of E-service quality for luxury brands
by Jung-Hwan Kim & Minjeong Kim
March 2020, Volume 40, Issue 3-4
- 203-225 Service robot implementation: a theoretical framework and research agenda
by Daniel Belanche & Luis V. Casaló & Carlos Flavián & Jeroen Schepers - 226-242 The structural effects of affective and cognitive elaboration in formation of customer–brand relationship
by Jiseon Ahn & Ki-Joon Back - 243-267 Corporate social responsibility as a determinant of long-term orientation
by Minseong Kim & Lori Pennington-Gray & Jihye Kim - 268-289 Improving relationship quality during the crisis
by Marta Estrada-Guillén & Diego Monferrer-Tirado & Miguel Moliner-Tena - 290-314 Profitability and persistency in the service industry: the case of QISMUT+3
by Alimshan Faizulayev & Eralp Bektas & Abdul Ghafar Ismail - 315-336 Status demotion in loyalty programmes: the role of perceived unfairness
by Shanta Banik & Yongqiang Gao
January 2020, Volume 40, Issue 1-2
- 1-5 Well-being research in the service industries
by Muzaffer Uysal & M. Joseph Sirgy & Hyelin (Lina) Kim - 6-26 Organizational identity change: impacts on hotel leadership and employee wellbeing
by Sandra Sun-Ah Ponting - 27-49 Workplace design and well-being: aesthetic perceptions of hotel employees
by Ksenia Kirillova & Xiaoxiao Fu & Deniz Kucukusta - 50-64 The impact of emotional dissonance on quality of work life and life satisfaction of tour guides
by Zaid Alrawadieh & Gurel Cetin & Mithat Zeki Dincer & Fusun Istanbullu Dincer - 65-89 Workplace bullying, psychological distress, resilience, mindfulness, and emotional exhaustion
by Elham Anasori & Steven. W. Bayighomog & Cem Tanova - 90-109 Importance of leisure nostalgia on life satisfaction and leisure participation
by Heetae Cho - 110-132 Leisure-work preference and hotel employees’ perceived subjective well-being
by Yao-Chin Wang & Hailin Qu & Jing Yang & Chu-En Yang - 133-157 Employee energy and subjective well-being: a moderated mediation model
by Tahira Hassan Butt & Ghulam Abid & Bindu Arya & Saira Farooqi - 158-180 Mixed feelings?: fluctuations in well-being during tourist travels
by Verônica Feder Mayer & Juliane dos Santos Machado & Osiris Marques & José Mauro Gonçalves Nunes - 181-202 Customer service well-being: scale development and validation
by Mareike Falter & Karsten Hadwich
December 2019, Volume 39, Issue 15-16
- 1029-1033 Innovations to advance sustainability behaviours
by Janine Dermody & JinHyo Joseph Yun & Valentina Della Corte - 1034-1045 A neuroscientific perspective of consumer responses to retail greenery
by Mark S. Rosenbaum & Germán Contreras Ramírez & Nancy Matos - 1046-1071 An examination of market orientation and environmental marketing strategy: the case of Chinese firms
by Yi Wang & Si Shi & Yang Chen & Dogan Gursoy - 1072-1098 Fostering sustainable performance in services through systems thinking
by Ayham A. M. Jaaron & Chris J. Backhouse - 1099-1122 Internal capabilities, external cooperation and proactive CSR on financial performance
by Janthorn Sinthupundaja & N. Chiadamrong & Y. Kohda - 1123-1139 Digital nudging to overcome cognitive resistance in innovation adoption decisions
by Carola Stryja & Gerhard Satzger - 1140-1166 Continued use of wearables for wellbeing with a cultural probe
by Fu-ren Lin & Nila Armelia Windasari - 1167-1189 Consumer choices among service brands offering ethical attributes
by Eileen Bridges & Mary Schramm & Abhik Roy
October 2019, Volume 39, Issue 13-14
- 901-924 Matching service failures and recovery options toward satisfaction
by Victor John M. Cantor & Richard C. Li - 925-942 Innovation source, advancement stage and company stock returns
by Dawid Szutowski - 943-965 The relationship between Internet addiction and negative eWOM
by Aviad A. Israeli & Seonjeong Ally Lee & Aryn C. Karpinski - 966-982 New perspective on customer orientation of service employees: a conceptual framework
by Javier Morales Mediano & José L. Ruiz-Alba - 983-1003 Factors affecting users’ continuance intention of mobile social network service
by Wan-Chu Yen & Hsin-Hui Lin & Yi-Shun Wang & Ying-Wei Shih & Kai-Hong Cheng - 1004-1028 Multigroup validation of the service quality, customer satisfaction and performance links in higher education
by Tomaž Kolar & Vanja Erčulj & Lidija Weis
September 2019, Volume 39, Issue 11-12
- 779-798 Measuring customer experience in service: A systematic review
by Eduardo Veiga Bueno & Tiziana Brenner Beauchamp Weber & Emerson Luiz Bomfim & Heitor Takashi Kato - 799-819 Effects of social support and grateful disposition on employees’ psychological well-being
by Sanglee Cho - 820-835 Understanding customer journey from the lenses of complexity theory
by Kaan Varnali - 836-854 Analysis of consumers’ attitudinal and emotional factors on luxury apparel brand purchase intentions
by Stephen W. Wang & Lou E. Pelton & Maxwell K. Hsu - 855-876 Linking resources to career satisfaction through work–family enrichment
by Mansi Rastogi & Osman M. Karatepe & Mehmet Mehmetoglu - 877-900 How does workplace harassment influence the employees’ response in a deluxe hotel?
by Hyo Sun Jung & Hye Hyun Yoon
July 2019, Volume 39, Issue 9-10
- 663-667 Global refugee crisis and the service industries
by Alexandros Paraskevas & Maureen Brookes & Levent Altinay - 668-683 Refugee migration and service industries: advancing the research agenda
by Anna Farmaki & Prokopis Christou - 684-700 The global refugee crisis: how can transformative service researchers help?
by Linda Nasr & Raymond P. Fisk - 701-716 Refugee-focused service providers: improving the welcome in New Zealand
by Alison McIntosh & Cheryl Cockburn-Wootten - 717-740 Understanding the challenges of refugee entrepreneurship in tourism and hospitality
by Zaid Alrawadieh & Eyup Karayilan & Gurel Cetin - 741-761 Unraveling refugee entrepreneurship and its role in integration: empirical evidence from the hospitality industry
by Belal Shneikat & Zaid Alrawadieh - 762-778 Which firms provide jobs for unemployed non-Western immigrants?
by Sven-Olov Daunfeldt & Dan Johansson & Hans Seerar Westerberg
June 2019, Volume 39, Issue 7-8
- 463-468 Consumer engagement in the tourism industry: new trends and implications for research
by Babak Taheri & Sameer Hosany & Levent Altinay - 469-497 Developing and validating a multidimensional tourist engagement scale (TES)
by Shuyue Huang & Hwan-Suk Chris Choi - 498-518 Understanding value creation and word-of-mouth behaviour at cultural events
by David Dowell & Brian Garrod & Jennifer Turner - 519-540 Tourism-based customer engagement: the construct, antecedents, and consequences
by Raouf Ahmad Rather & Linda D. Hollebeek & Jamid Ul Islam - 541-558 Self-identification with a heritage tourism site, visitors’ engagement and destination loyalty: the mediating effects of overall satisfaction
by Ziad Alrawadieh & Girish Prayag & Zaid Alrawadieh & Motasem Alsalameen - 559-574 Investigating the effects of tourist engagement on satisfaction and loyalty
by S. Mostafa Rasoolimanesh & Shuhaida Md Noor & Florian Schuberth & Mastura Jaafar - 575-589 Visitors’ loyalty and price perceptions: the role of customer engagement
by Maxi Bergel & Christian Brock - 590-608 Over and over: local fans and spectator sport tourist engagement
by Renzo Cordina & Martin Joseph Gannon & Ross Croall - 609-636 Consumer engagement: the role of social currency in online reviews
by Muhammet Kesgin & Rajendran S. Murthy - 637-661 Workplace spirituality – customer engagement Nexus: the mediated role of spiritual leadership on customer–oriented boundary–spanning behaviors
by Steven W. Bayighomog & Hüseyin Araslı
April 2019, Volume 39, Issue 5-6
- 319-342 The shopping list in goal-directed shopping: scale development and validation
by Sohel Ahmed & Ding Hooi Ting - 343-360 Reviving calm technology in the e-tourism context
by Uglješa Stankov & Viachaslau Filimonau - 361-384 Developing smart service concepts: morphological analysis using a Novelty-Quality map
by Mintak Han & Yongtae Park - 385-402 Determinants of consumers’ intentions to use smartphones apps for flight ticket bookings
by Hyeon-Mo Jeon & Faizan Ali & Shin-Woo Lee - 403-419 Engaging employees for quality of life: mediation by psychological capital
by Manish Gupta & Musarrat Shaheen & Manoj Das - 420-461 An integrative approach to relationship marketing, customer value, and customer outcomes in the retail banking industry: a customer-based perspective from Turkey
by Emine Mediha Sayil & Ayse Akyol & Gulhayat Golbasi Simsek
March 2019, Volume 39, Issue 3-4
- 175-205 The art of retaining seasonal employees: three industry-specific leadership styles
by Huseyin Araslı & Hasan Evrim Arıcı - 206-228 Towards a model of destination innovation process: an integrative review
by Demet Bagiran Ozseker - 229-249 Cultural influences on B2B service quality-satisfaction-loyalty
by Myungho Lee & Mincheol Kang & Juyoung Kang - 250-278 Job demand stressors and employees’ creativity: a within-person approach to dealing with hindrance and challenge stressors at the airport environment
by Collins Opoku Antwi & Chong-jun Fan & Michael Osei Aboagye & Patrick Brobbey & Yasin Jababu & Emmanuel Affum-Osei & Philip Avornyo - 279-298 Stressors, work engagement and their effects on hotel employee outcomes
by Olusegun A. Olugbade & Osman M. Karatepe - 299-318 The impact of social cues on passengers’ travel experience
by Rajesh Ittamalla & Daruri Venkata Srinivas Kumar
January 2019, Volume 39, Issue 2
- 86-108 Servant leadership, organisational trust, and bank employee outcomes
by Osman M. Karatepe & Anastasia Ozturk & Taegoo Terry Kim - 109-133 Towards a conceptualisation of smart tourists and their role within the smart destination scenario
by Francisco Femenia-Serra & Barbara Neuhofer & Josep A. Ivars-Baidal - 134-153 Relations between technological and non-technological innovations in the service sector
by Jennifer González-Blanco & José Luis Coca-Pérez & Manuel Guisado-González - 154-173 Does culture affect sentiments expressed in cruise tours’ eWOM?
by Daniela Buzova & Silvia Sanz-Blas & Amparo Cervera-Taulet
January 2019, Volume 39, Issue 1
- 1-24 Dynamics of intellectual capitals and bank efficiency in India
by Harishankar Vidyarthi - 25-42 Workplace gossip and frontline employees’ proactive service performance
by Qi-tao Tian & Yang Song & Ho Kwong Kwan & Xue Li - 43-64 Growth of KIBS and non-KIBS firms: evidences from university spin-offs
by Christian Corsi & Antonio Prencipe & María Jesús Rodríguez-Gulías & David Rodeiro-Pazos & Sara Fernández-López - 65-85 Banks’ unfairness and the vulnerability of low-income unbanked consumers
by Sohail Kamran & Outi Uusitalo
December 2018, Volume 38, Issue 15-16
- 1043-1066 Labour productivity in M&As: industry sector vs. services sector
by Ziva Rozen-Bakher - 1067-1094 An integrative framework for customer switching behavior
by Seyed Mohammad Mosavi & Mohamad Sadegh Sangari & Abbas Keramati - 1095-1115 The impacts of complaint efforts on customer satisfaction and loyalty
by Ruiying Cai & Christina Geng-Qing Chi - 1116-1132 The traditional marketplace: serious leisure and recommending authentic travel
by Ross Curran & Ian W. F. Baxter & Elaine Collinson & Martin Joseph Gannon & Sean Lochrie & Babak Taheri & Jamie Thompson & Ozge Yalinay - 1133-1159 The effect of ethical leadership on service sabotage
by Murat Yeşiltaş & Muharrem Tuna - 1160-1178 Modeling e-loyalty: a moderated-mediation model
by Chieh-Peng Lin & Chou-Kang Chiu & Chu-Mei Liu & Kuang-Jung Chen & Chieh-Yu Hsiao
October 2018, Volume 38, Issue 13-14
- 897-924 Service innovation in the hotel industry: culture, behavior, performance
by Sarvnaz Baradarani & Hasan Kilic - 925-947 How work design characteristics affect service employees’ work–family conflicts
by Edward S.T. Wang & Chia-Ling Lin - 948-973 The interrelationships between relationship marketing constructs and customer engagement dimensions
by Estelle van Tonder & Daniël Johannes Petzer - 974-994 Rating healthcare services: consumer satisfaction vs. health system performance
by Adrian V. Horodnic & Andreea Apetrei & Florin-Alexandru Luca & Claudia-Ioana Ciobanu - 995-1016 Consumer evaluations of service co-branding
by Chien-Wei Chen & Nai-Hwa Lien - 1017-1042 Effects of communication and financial concerns on banking attitude-behaviour relations
by Mohammad Enamul Hoque & Nik Mohd Hazrul Nik Hashim & Mohammed Abdur Razzaque
September 2018, Volume 38, Issue 11-12
- 645-649 Services industries and the informal economy: an introduction
by Abbi M. Kedir & Colin Williams & Levent Altinay - 650-668 Importance of location and product assortment on flea market loyalty
by Marike Venter de Villiers & Anna Visnenza & Neo Phiri - 669-687 Financial services spillover effects on informal economic activity: evidence from a panel of 20 European countries
by Hatice Imamoğlu & Salih Katircioğlu & Cem Payaslioğlu - 688-707 ‘The price is different depending on whether you want a receipt or not’: examining the purchasing of goods and services from the informal economy in South-East Europe
by David Littlewood & Peter Rodgers & Junhong Yang - 708-722 Shadow price of working in the shadows: services industry evidence
by Tufan Ekici & Mustafa Besim - 723-741 The design and implementation of minibus taxi presumptive taxes
by Godwin Dube - 742-771 Informal employment in service industries: estimations from nationally representative Labour Force Survey data of Russian Federation
by Tatiana Karabchuk & Aigul Zabirova - 772-788 Space for the informal tourism economy
by Maya Damayanti & Noel Scott & Lisa Ruhanen - 789-823 Formal and informal sectors: is there any wage differential?
by Neslihan Kahyalar & Sami Fethi & Salih Katircioglu & Bazoumana Ouattara - 824-840 Household survey evidence on domestic workers in Ethiopia
by Abbi M. Kedir & Peter Rodgers - 841-855 Informal payments by patients for health services: prevalence and determinants
by Adrian V. Horodnic & Colin C. Williams - 856-874 Extent and distribution of unregistered employment in the service industries in Europe
by Colin C. Williams & Ioana A. Horodnic - 875-895 Gender divisions of domestic labour and paid domestic services
by Jan Windebank & Alvaro Martinez-Perez
July 2018, Volume 38, Issue 9-10
- 519-542 Interactions between tourism and financial sector development: evidence from Turkey
by Setareh Katircioglu & Salih Katircioğlu & Mehmet Altinay - 543-560 Antecedents and outcomes of fashion innovativeness in retailing
by Ivan-Damir Anić & Mirela Mihić & Ivana Kursan Milaković - 561-583 Operationalisation of service innovation: a systems thinking approach
by Ayham A. M. Jaaron & Chris J. Backhouse - 584-606 Effects of individual resources and team-member exchange on service quality
by Unji Baek & Hossein Olya & Seul Ki Lee - 607-628 Exploring antecedents of customer citizenship behaviors in services
by Laee Choi & Sherry L. Lotz - 629-643 Tolerance for workplace incivility, employee cynicism and job search behavior
by A. Mohammed Abubakar & Huda Abdullah Megeirhi & Belal Shneikat
June 2018, Volume 38, Issue 7-8
- 1-1 Corrigendum
by The Editors - 379-401 Key account relationship management: the moderating effects of relationship duration and transaction volume
by Jian He Yeh & Stephen W. Wang & Maxwell K. Hsu & Scott Swanson - 402-430 Route factors influencing trust and attitude toward TV shopping
by Yung-Shen Yen - 431-445 Examining human resource practice outcomes and service innovation
by Abednego Feehi Okoe & Henry Boateng & Bedman Narteh & Robert Owusu Boakye - 446-466 A perceived reliability-based customer satisfaction model in self-service technology
by Zapan Barua & Wang Aimin & Xu Hongyi - 467-491 Reinforcing competitive advantage through green organizational culture and green innovation
by Mert Gürlek & Muharrem Tuna - 492-518 Comparison of merger and acquisition (M&A) success in horizontal, vertical and conglomerate M&As: industry sector vs. services sector
by Ziva Rozen-Bakher
April 2018, Volume 38, Issue 5-6
- 265-281 Charitable motivations: the role of prestige and identification
by Michael C. Peasley & Joshua T. Coleman & Marla B. Royne - 282-302 Co-creating sociality: organizational identity and marketing in voluntary organizations
by Per Echeverri - 303-320 The meaning and relevance of internal market orientation in nonprofit organisations
by Pratik Modi & Gurjeet Kaur Sahi - 321-342 Enabling factors for developing a social services network
by Teresa Proença & João F. Proença & Carla Costa - 343-359 Perceived fear, empathy and financial donations to charitable services
by Jennifer O’Loughlin Banks & Maria M. Raciti - 360-377 Trust and commitment in the formation of donor loyalty
by Cristobal Barra & Geah Pressgrove & Eduardo Torres
March 2018, Volume 38, Issue 3-4
- 149-163 Promoting charitable donation campaigns on social media
by Tugba Orten Tugrul & Eun-Mi Lee - 164-181 Soundscape and its influence on tourist satisfaction
by Aili Liu & Xuan Lorna Wang & Fucheng Liu & Changhong Yao & Zhiyong Deng - 182-200 Understanding hospital quality: the case of cumulative and balanced quality
by Sidney T. Anderson & J. S. Smith - 201-227 Syrian Refugees and their re-entry to ‘normality’: the role of service industries
by Belal Shneikat & Chris Ryan - 228-249 An innovative service quality evaluation and improvement model
by Li-Fei Chen & Szu-Chi Chen & Chao-Ton Su - 250-263 Theorising change and stability in service ecosystems: a morphogenetic approach
by Hamish Simmonds & Aaron Gazley & Kate Daellenbach
January 2018, Volume 38, Issue 1-2
- 1-3 Hospitality, healthcare, and design
by Mark S. Rosenbaum - 27-47 Seniors’ seasonal movements for health enhancement
by Lingqiang Zhou & Jibin Yu & Mao-Ying Wu & Geoffrey Wall & Philip L. Pearce - 48-66 Facilitating transformative change in medication adherence practices
by Ranvir S. Rai - 67-86 Employee involvement in ideation and healthcare service innovation quality
by Yu Mu & Bart Bossink & Tsvi Vinig - 87-98 Luxury patient experience (LPX): review, conceptualization, and future research directions
by Philipp Klaus - 99-113 Transformative service research and service design: synergistic effects in healthcare
by Sidney Anderson & Linda Nasr & Steven W. Rayburn - 114-126 Encouraging male participation in cancer resource centers
by Dahlia El-Manstrly & Mark S. Rosenbaum - 127-147 The influence of hospitable design and service on patient responses
by Courtney Suess & Makarand Mody - 148-148 Erratum
by The Editors
December 2017, Volume 37, Issue 15-16
- 1-1 Editorial Board
by The Editors - 919-935 The role of relationship on time and monetary compensation
by Jung-Hua Chang - 936-947 A composite measure of performance–expectation and performance-only measures
by Sang-June Park & Youjae Yi - 948-967 Ceremonious politeness in consuming food in VFR tourism: scale development
by Babak Taheri & Aliakbar Jafari & Bendegul Okumus - 968-985 Assessing the effect of organic-food short storytelling on consumer response
by Yong You Nie & Austin Rong Da Liang & Dun Ji Chen - 986-1007 Understanding value-creating practices in social media-based brand communities
by Anne Sorensen & Judy Drennan - 1008-1028 Developing a common standard for authentic restaurants
by Henk. J. de Vries & Frank M. Go
October 2017, Volume 37, Issue 13-14
- 801-818 Advancing laddering and critical incident technique to reveal restaurant niches
by Chin-Feng Lin & Chen-Su Fu - 819-832 Corporate social responsibility and employee’s desire: a social influence perspective
by Albert John & Faisal Qadeer & Gulnaz Shahzadi & Fu Jia - 833-857 Distributive trade and regional productivity growth
by C. Di Berardino & D. D’Ingiullo & A. Sarra - 858-874 Effects of customer loyalty on customer entitlement and voiced complaints
by Xiaofei Li & Baolong Ma & Chen Zhou - 875-895 The digital distribution of music and its impact on the business models of independent musicians
by Vasco Eiriz & Filipe Pinto Leite - 896-918 Determinants of consumers’ purchase behaviour towards green brands
by Hui-Ju Wang
September 2017, Volume 37, Issue 11-12
- 685-702 Volunteering by elders: a question of values?
by Antonio Ariza-Montes & Pilar Tirado-Valencia & Vicente Fernández-Rodríguez & Antonio Leal-Rodríguez - 703-725 Service strategy to improve operational capabilities in the public sector
by Ying Fan & Monique L. French & Rebecca Duray & Gary L. Stading - 726-745 Reasons for not volunteering: overcoming boundaries to attract volunteers
by Jurgen Willems & Sarah Dury - 746-765 The nonprofit case for corporate volunteering: a multi-level perspective
by Lonneke Roza & Itamar Shachar & Lucas Meijs & Lesley Hustinx - 766-782 Conceptual underpinnings for transformative research in a service ecosystems context to resolve social issues – framework foundations and extensions
by Jörg Finsterwalder & Jeff Foote & Graeme Nicholas & Annabel Taylor & Maria Hepi & Virginia Baker & Natasha Dayal - 783-799 The impact of professionalization and partnerships on nonprofit productivity
by María José Sanzo-Perez & Marta Rey-García & Luis Ignacio Álvarez-González
June 2017, Volume 37, Issue 9-10
- 545-566 Human resource management standardisation and adaptation in franchises
by Ashlea Kellner - 567-588 How to reduce coordination failure in option-dated forward contracts: the compensatory role of relational governance
by Tugba Gurcaylilar-Yenidogan - 589-606 Healthcare and hospitality: intangible dynamics for evaluating industry sectors
by G. Scott Erickson & Helen N. Rothberg - 607-627 Effects of service orientation on job embeddedness in hotel industry
by Hüseyin Arasli & Reza Bahman Teimouri & Hasan Kiliç & Iman Aghaei - 628-656 Service providers’ sustainable service innovation: service-dominant logic
by Chun-Liang Chen - 657-680 Designing a medicalized wellness service: balancing hospitality and hospital features
by Rebekah Russell-Bennett & Charmaine Glavas & Josephine Previte & Charmine E. J. Härtel & Geoff Smith - 681-683 Political branding in turbulent times
by The Editors
June 2017, Volume 37, Issue 7-8
- 409-425 Framework for the classification of service standardisation
by Morné Weyers & Louis Louw - 426-447 Customer behavioural intentions towards mobile money services adoption in Ghana
by Bedman Narteh & Mahmoud Abdulai Mahmoud & Simon Amoh - 448-465 Travelling for Umrah: destination attributes, destination image, and post-travel intentions
by Martin Joseph Gannon & Ian W. F. Baxter & Elaine Collinson & Ross Curran & Thomas Farrington & Steven Glasgow & Elliot M. Godsman & Keith Gori & Gordon R. A. Jack & Sean Lochrie & Rebecca Maxwell-Stuart & Andrew Craig MacLaren & Robert MacIntosh & Kevin O’Gorman & Luke Ottaway & Rodrigo Perez-Vega & Babak Taheri & Jamie Thompson & Ozge Yalinay - 466-493 When are strategic orientations beneficial for collaborative service innovation?
by Colin C. J. Cheng & Chwen Sheu - 494-520 Emotional prototypes, emotional memory usages, and customer satisfaction
by Ali E. Akgün & Halit Keskin & Alev Koçak Alan - 521-543 From mandatory to voluntary: consumer cooperation and citizenship behaviour
by Ching-Yi Daphne Tsai & Shih-Hao Wu & Stephen Chi-Tsun Huang
April 2017, Volume 37, Issue 5-6
- 277-295 Store attributes leading customer satisfaction with unplanned purchases
by María Pilar Martínez-Ruiz & Juán José Blázquez-Resino & Giovanni Pino - 296-316 Stochastic service life cycle analysis using customer reviews
by Juram Kim & Changyong Lee - 317-340 Impact of customer experience on loyalty: a multichannel examination
by Isabelle Brun & Lova Rajaobelina & Line Ricard & Bilitis Berthiaume - 341-362 Service innovation as a political process
by Erik Sundström & Jenny Karlsson & Carolina Camén - 363-380 The impact of customer cognitive competence on online service decision-making: an event-related potentials perspective
by Jing Wang & Meina Zhao & Gang Zhao - 381-407 The moderation influence of warranty on customer satisfaction’s antecedents: an empirical evidence from automotive dealerships
by Omar Sabbagh & Mohd Nizam Ab Rahman & Wan Rosmanira Ismail & Wan Mohd Hirwani Wan Hussain
March 2017, Volume 37, Issue 3-4
- 155-166 Offshore responsiveness: theory of Constraints innovates customer services
by Michael Naor & Alex Coman - 167-189 A membership pricing policy to facilitate service scale-expansion
by Hui-Chih Hung & Chung-Yu Chung & Muh-Cherng Wu & Wan-Ling Shen - 190-205 Service industries, growth dynamics and financial constraints
by Cristiana Donati - 206-228 Cost disease in service sector
by Saleh Ghavidel & Asal Narenji Sheshkalany - 229-255 Predicting market orientation through internal market orientation as culture and behaviour: an empirical application in Spanish hotels
by Carmen Domínguez-Falcón & Josefa D. Martín-Santana & Petra De Saá-Pérez - 256-276 Inter-firm relational resources in cloud service adoption and their effect on service innovation
by Cindy Yunhsin Chou & Ja-Shen Chen & Yu-Ping Liu
January 2017, Volume 37, Issue 2
- 105-124 Peculiarities of public sector clients in service innovations
by Martin Warland & Heike Mayer - 125-152 Analysis of the Service Dominant Logic network, authors, and articles
by Sergio Vinhas da Silva & Nelson Antonio & Jose Crespo de Carvalho - 153-154 : cutting edge doctoral research stream
by The Editors
January 2017, Volume 37, Issue 1
- 1-4 Editorial
by Levent Altinay - 5-30 Motivated or empowering antecedents to drive service innovation?
by Chan Hsiao & Yi-Hsuan Lee & Hao-Hsin Hsu - 31-56 Innovation dialectics: an extended process perspective on innovation in services
by Giulia Nardelli - 57-83 Business models for the service transformation of industrial firms
by Federico Adrodegari & Nicola Saccani - 84-104 A transformative service research agenda: a study of workers’ well-being
by Fiona Edgar & Alan Geare & David Saunders & Maike Beacker & Ilai Faanunu
December 2016, Volume 36, Issue 15-16
- 1-1 Editorial Board
by The Editors - 741-756 Performance-only measures vs. performance-expectation measures of service quality
by Sang-June Park & Youjae Yi