Journal of Service Management: Volume 24 Issue 2

Managing in‐store logistics: a fresh perspective on retail service

Olfa Bouzaabia, Allard C.R. van Riel, Janjaap Semeijn

Traditional retailers still insist on using price, product, and promotion as sources of competitive advantage. This emphasis typically ignores the potential of in‐store logistics…

Re‐investigating the nature of tangibility/intangibility and its influence on consumer experiences

Katarina Hellén, Johanna Gummerus

Service scholars have questioned the usefulness of the concept of tangibility/intangibility as a characteristic of services for two reasons: first, it is ambiguous and does not…

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

Anat Drach‐Zahavy, Anit Somech

With a twofold aim, the purpose of this paper is to focus on the service climate, including its antecedents, consequences, and a moderator. First, it examines whether task‐ and…

A Maslow's hierarchy of needs analysis of social networking services continuance

Huanhuan Cao, Jinhu Jiang, Lih‐Bin Oh, Hao Li, Xiuwu Liao, Zhiwu Chen

The purpose of this paper is to apply Maslow's hierarchy of needs to extend the expectation‐confirmation model of information systems continuance (ECM‐IS) to analyze users'…

Measuring consumer perceptions of online shopping convenience

Ling (Alice) Jiang, Zhilin Yang, Minjoon Jun

The purpose of this paper is to identify the key convenience dimensions of online shopping, as convenience has been one of the principal motivations underlying customer…