Journal of Service Theory and Practice: Volume 34 Issue 3

Guest editorial: Service-driven business transformation – stimulating uplifting change through service

Kristina Heinonen, David Sörhammar

Business model innovation through the adoption of service logic: evolving to servification

Christian Grönroos

In servitization research, there has been a call to move further toward the development of business models based on a service approach. This article aims to answer this call by…

Cultural change in servitization – a conceptual review and framework

Benjamin Biesinger, Karsten Hadwich, Manfred Bruhn

(Digital) servitization, referring to service-driven strategies and their increasing implementation in manufacturing, is one of the most rapidly growing areas in industrial…

Exploring power strategies for transformation in a service-ecosystem

Johannes Hogg

The paper covers the topic of power strategies between actors and the interplay between the service ecosystem and the actor(s), and vice versa. The paper addresses the lack of…

Customer transformation in services: conceptualization and research agenda

Marco Antonio Robledo

Customer transformation is currently overlooked in service research. This article aims to conceptualize customer transformation and develop a research agenda to encourage more…

A systematic literature review on transformative practices and well-being outcomes in healthcare service

Veronica Ungaro, Laura Di Pietro, Roberta Guglielmetti Mugion, Maria Francesca Renzi

The paper aims to investigate the practices facilitating the transformation of healthcare services, understanding the resulting outcomes in terms of well-being and uplifting…

Dualities of digital services: everyday digital services as positive and negative contributors to customer well-being

Tiina Kemppainen, Tiina Elina Paananen

This study examines the dualities of digital services – that is, how customers’ favorite everyday digital services can positively and negatively contribute to their well-being…