Journal of Service Management: Volume 22 Issue 1

Service as business logic: implications for value creation and marketing

Christian Grönroos, Annika Ravald

The purpose of this article is to analyze the scope, content and nature of value co‐creation in a service logic‐based view of value creation, addressing the customer's perspective…

Towards a service‐dominant professional identity: An organisational socialisation perspective

Maria Åkesson, Per Skålén

The purpose of this paper is to contribute to understanding of how a service‐dominant (S‐D) professional identity can be established among the employees of an organisation that…

Does satisfaction matter more if a multichannel customer is also a multicompany customer?

Bart Larivière, Lerzan Aksoy, Bruce Cooil, Timothy L. Keiningham

This research aims to investigate the moderating influence of both multichannel and multicompany usage on the impact that customer satisfaction has on share of wallet (SOW).

Customer orientation and future market focus in NSD

Bas Hillebrand, Ron G.M. Kemp, Edwin J. Nijssen

The aim of this paper is to investigate the differential effect of customer orientation and future market focus on organization inertia and firm innovativeness of small and…

I want to believe they really care: How complaining customers want to be treated by frontline employees

Thorsten Gruber

Using a realist perspective, this paper seeks to investigate how complaining customers want to be treated by frontline employees in personal complaint handling encounters. For…

Negative emotions and their effect on customer complaint behaviour

Bård Tronvoll

This study aims to investigate pre‐complaint situations and has a threefold purpose: to identify a set of negative emotions experienced in unfavourable service experiences, to…

A new company descriptor takes us into a new era

Rebecca Marsh