Journal of Service Management: Volume 32 Issue 3

The impact of service innovation on firm performance: a meta-analysis

Changli Feng, Ruize Ma, Lin Jiang

With the rise of service economy, many companies are attempting to gain a competitive advantage through service innovation. However, the existing research has not drawn consistent…

Development and validation of a measurement scale for the experience capability construct

Frédéric Ponsignon, Jeffery S. Smith, Andi Smart

This study aims to develop and empirically validate the concept of experience capability, which represents an organisation's ability to be adept at managing the customer…

Dimensionality of frontline employee friendliness in service encounters

Melanie F. Boninsegni, Olivier Furrer, Anna S. Mattila

This article explores four dimensions of frontline employee (FLE) friendliness (humorous, informal, conversational, and approachable) to propose a relevant measurement instrument…

Dynamics of wellbeing co-creation: a psychological ownership perspective

Tom Chen, Sarah Dodds, Jörg Finsterwalder, Lars Witell, Lilliemay Cheung, Mareike Falter, Tony Garry, Hannah Snyder, Janet R. McColl-Kennedy

People are responsible for their wellbeing, yet whether they take ownership of their own or even others' wellbeing might vary from actor to actor. Such psychological ownership…

Uncertainty profiles in engineering-service development: exploring supplier co-creation

Tabea Ramirez Hernandez, Melanie E. Kreye

Engineering service (ES) development, particularly with supplier co-creation, is nontrivial, and the literature has acknowledged the high relevance of uncertainty in this context…

Implications of customer participation in outsourcing non-core services to third parties

Kaat De Pourcq, Katrien Verleye, Bart Larivière, Jeroen Trybou, Paul Gemmel

Focal service providers increasingly involve customers in the decision-making about outsourcing parts of the service delivery process to third parties. The present study…