Journal of Service Management: Volume 25 Issue 3

Notes from the search for deep indicators in services

James L. Heskett

The purpose of this paper is to provide a retrospective look at the search for deep indicators that explain service performance as well as an illustrative example of this kind of…

The cumulative effect of satisfaction with discrete transactions on share of wallet

Timothy L. Keiningham, Lerzan Aksoy, Edward C. Malthouse, Bart Lariviere, Alexander Buoye

The purpose of this paper is to propose a theoretical model for how consumers aggregate satisfaction with individual service encounters to form a summary evaluation of…

Motivating millennials to engage in charitable causes through social media

Michele Paulin, Ronald J. Ferguson, Nina Jost, Jean-Mathieu Fallu

It has been suggested that the future success of non-profit organizations lies in ensuring the sustainable involvement of the Millennial generation through social network sites…

The voice-to-technology (V2T) encounter and the call centre servicescape: Navigation, spatiality and movement

Benjamin P.W. Ellway

Because the voice-to-technology (V2T) encounter remains under-theorised, the purpose of this paper is to overcome this gap by investigating customers use of the interactive voice…

Show you care: initiating co-creation in service recovery

Yingzi Xu, Roger Marshall, Bo Edvardsson, Bård Tronvoll

The purpose of this paper is to explore the underlying mechanism of customer co-creation in service recovery (co-recovery), and investigates the impact of initiation on customer…

Effects of positive vs negative forces on the burnout-commitment-turnover relationship

Ching-Fu Chen, Ting Yu

The purpose of this paper is to examine relationships among job demands, job resources, burnout, organizational commitment, and staff turnover intentions in a volunteer workforce…

Trust in the supervisor and authenticity in service roles

Dana Yagil

Prior theoretical research focuses primarily on inauthentic emotional displays during the enactment of service roles, in the form of emotional labour, with little attention paid…