Journal of Service Management: Volume 30 Issue 2

Cross-country differences in new service development: The moderating effects of national culture

Aku Valtakoski, Javier Reynoso, Daniel Maranto, Bo Edvardsson, Egren Maravillo Cabrera

The purpose of this paper is to test how national culture may help to explain cross-country differences in new service development (NSD) by comparing the impact of NSD success…

Defining the antecedents of experience co-creation as applied to alternative consumption models

Holger Schallehn, Stefan Seuring, Jochen Strähle, Matthias Freise

The purpose of this paper is to propose a conceptual framework of experience co-creation that captures the multi-dimensionality of this construct, as well as a research process…

Beyond brand fit: The influence of brand contribution on the relationship between service brand alliances and their parent brands

Yiran Su, Thilo Kunkel

The purpose of this paper is to examine the underlying mechanism of the spillover effect from a service brand alliance to its parent brand at the post-consumption stage.

Service recovery system antecedents: a contingency theory investigation

Jeffery S. Smith, Jayanth Jayaram, Frederic Ponsignon, Jeremy S. Wolter

The purpose of this paper is to examine the influence of different antecedent factors (contingencies) on the design of a service recovery system (SRS).