Journal of Service Management: Volume 28 Issue 2

Guest editorial

Xiande Zhao, Rohit Verma

Value cocreation in service ecosystems: Investigating health care at the micro, meso, and macro levels

Gabriela Beirão, Lia Patrício, Raymond P. Fisk

The purpose of this paper is to understand value cocreation in service ecosystems from a multilevel perspective, uncovering value cocreation factors and outcomes at the micro…

The role of staff engagement in facilitating staff-led value co-creation

Bill Merrilees, Dale Miller, Raisa Yakimova

The study extends customer-led co-creation research to the related staff-led value co-creation domain. In particular, the purpose of this paper is to investigate the role of staff…

Poor and rich customers in the service encounter

Magnus Soderlund

The purpose of this study is to examine categorization leakage from employees in service encounters in terms of indications that the customer has been categorized as either poor…

Smile for a while: the effect of employee-displayed smiling on customer affect and satisfaction

Tobias Otterbring

The purpose of this paper is to investigate the effect of employee-displayed smiling on customers’ affective states (pleasure, arousal, and dominance) and satisfaction. Building…

Exploring the impact of rewarded social media engagement in loyalty programs

Lena-Marie Rehnen, Silke Bartsch, Marina Kull, Anton Meyer

New approaches in loyalty programs try to activate membership by rewarding not just financial transactions but also customer engagement. The purpose of this paper is to analyze…

Does one size fit all? New service development across different types of services

Elina Jaakkola, Thomas Meiren, Lars Witell, Bo Edvardsson, Adrienne Schäfer, Javier Reynoso, Roberta Sebastiani, Doris Weitlaner

The extant new service development (NSD) literature tends to assume that the key practices for NSD identified in one context apply for all services, and has failed to sufficiently…

The influence of platform service innovation on value co-creation activities and the network effect

Wenhui Fu, Qiang Wang, Xiande Zhao

The purpose of this paper is to explore the properties of platform service innovation and its relationship to value co-creation activities and the network effect. This is done…

Providing feedback to service customers: The effect of the presentation order and repetition of feedback types

Shinyoung Kim, Sunmee Choi, Rohit Verma

In services, customers’ successful performance of expected roles is critical to ensuring successful service outcomes. To help customers perform their roles better, service…