Journal of Service Management: Volume 23 Issue 2

Waiting for service at the checkout: Negative emotional responses, store image and overall satisfaction

Allard C.R. van Riel, Janjaap Semeijn, Dina Ribbink, Yvette Bomert‐Peters

In retail settings, customer satisfaction is generally associated with a global evaluation of the store, i.e. the store image. Waiting for service is not part of the store image…

Coping with customer aggression

Ruhama Goussinsky

The purpose of this research is to investigate the direct and moderating effect of negative affectivity (NA) (Study 1) and self‐efficacy (Study 2) on the relationship between…

Online apparel retailing: roles of e‐shopping quality and experiential e‐shopping motives

Sejin Ha, Leslie Stoel

The objectives of this paper are to: examine e‐shopping quality dimensions; explore how e‐shopping quality factors influence consumer shopping outcomes (e‐shopping satisfaction…

Communication channel consideration for in‐home services: The moderating role of customer participation

Marcel van Birgelen, Benedict G.C. Dellaert, Ko de Ruyter

This paper aims to examine communication channels for in‐home service provision. In particular, it aims to focus on the joint effect of two converging trends: the increase of…

Proactive diagnosis: how professional service firms sustain client dialogue

Jan Henrik Sieg, Alban Fischer, Martin W. Wallin, Georg von Krogh

This paper seeks to contribute to the discussion of relationship marketing in professional services firms (PSF). The process of dialogical interaction with clients is central to…

Governing for innovation in horizontal service cooperations

Silvia Steinicke, Carl Marcus Wallenburg, Christina Schmoltzi

The purpose of this study is to provide insights into the role of governance mechanisms in fostering innovativeness in horizontal service cooperations.