Journal of Service Management: Volume 26 Issue 5

Toward a service ecosystem perspective at the base of the pyramid

Soumaya Ben Letaifa, Javier Reynoso

The purpose of this paper is to combine service-dominant logic premises with ecosystem characteristics in the base of the pyramid (BoP) environment, aiming to establish the…

Service appropriation: how do customers make the service their own?

Matthieu Mifsud, Anne-Sophie Cases, Gilles N'Goala

– The purpose of this paper is to propose a comprehensive framework for service appropriation, specifying the different facets of the phenomenon.

A process-output classification for customer participation in services

Beibei Dong, K. Sivakumar

The purpose of this paper is to propose a classification for customer participation (CP) in services. Furthermore, it develops research propositions examining the moderating role…

Firm self-service technology readiness

B. Ramaseshan, Russel Philip Kingshott, Alisha Stein

Technological advances and new business models have contributed to the usage of self-service technology (SST) by firms. As SST continues to create organizational efficiencies…

Online customer engagement: Creating social environments through brand community constellations

Wafa Hammedi, Jay Kandampully, Ting Ting (Christina) Zhang, Lucille Bouquiaux

The emergence and success of online brand communities in the marketplace have attracted considerable interest; this study seeks to determine the conditions in which people create…

Service alliances between unequals: the apple does not fall far from the better tree

Jeroen F.J. Bleijerveld, Dwayne D. Gremler, Jos G.A.M. Lemmink

Brand alliances take various forms, yet academic research has not investigated how value spillovers differ between partners. The purpose of this paper is to address psychological…

Better to be flexible than to have flunked: The mediating role of service flexibility and its determinants for team performance

Chieh-Peng Lin, Sheng-Wuu Joe, Shih-Chih Chen, Huei-Jyuan Wang

High team performance helps achieve several organizational benefits, such as strengthened competitive advantages, enhanced productivity, and higher profits and market share. For…

Crossing boundaries in service research: the La Londe Service Conference

Kiane Goudarzi, Sylvie Llosa, Chiara Orsingher