When Customers Push Back: The Dangers of Service Divestment and How to Avoid Them

[We’re pleased to welcome authors Christina M. Haenel of the University of Goettingen, Hauke A. Wetzel of Massey University, and Maik Hammerschmidt of the University of Goettingen. They recently published an article in Journal of Service Research entitled "The Perils of Service Contract Divestment: When and Why Customers Seek Revenge and How It Can Be Attenuated," … Continue reading When Customers Push Back: The Dangers of Service Divestment and How to Avoid Them

An Investigation of Nonbeneficiary Reactions to Discretionary Preferential Treatments

[We’re pleased to welcome authors Kimmy Wa Chan of Hong Kong Baptist University, Chi Kin (Bennett) Yim of the University of Hong Kong, and Taeshik Gong of Hanyang University ERICA. They recently published an article in Journal of Service Research entitled "An Investigation of Nonbeneficiary Reactions to Discretionary Preferential Treatments," which is currently free to read. … Continue reading An Investigation of Nonbeneficiary Reactions to Discretionary Preferential Treatments

Integrating Experience-Based and Practice-Based Perspectives on Value Co-Creation in Collective Consumption Contexts

[We’re pleased to welcome authors Carol Kelleher of Cork University, Hugh N. Wilson of the University of Warwick, Emma K. Macdonald of the University of Warwick, and Joe Peppard of MIT. They recently published an article in Journal of Service Research entitled "The Score Is Not the Music: Integrating Experience and Practice Perspectives on Value Co-Creation … Continue reading Integrating Experience-Based and Practice-Based Perspectives on Value Co-Creation in Collective Consumption Contexts

How Should Contested Historical Sites be Presented?

[We’re pleased to welcome author Athinodoros Chronis of California State University, Stanislaus. He recently published an article in Journal of Service Research entitled "The Staging of Contested Servicescapes," which is currently free to read for a limited time. Below, he reflects on the motivations and influences on this research:] What motivated you to pursue this research?For … Continue reading How Should Contested Historical Sites be Presented?

Short- and Long-Term Effects of Nonconsciously Processed Ambient Scents in a Servicescape

[We’re pleased to welcome authors Anna Girard of Ludwig Maximilians University Munich, Marcel Lichters of Otto von Guericke University Magdeburg, Marko Sarstedt of Otto von Guericke University Magdeburg, and Dipayan Biswas of the University of South Florida. They recently published an article in Journal of Service Research entitled "Short- and Long-Term Effects of Nonconsciously Processed Ambient … Continue reading Short- and Long-Term Effects of Nonconsciously Processed Ambient Scents in a Servicescape

Balancing Frontliners’ Customer- and Coworker-Directed Behaviors When Serving Business Customers

[We’re pleased to welcome authors Michel van der Borgh of Copenhagen Business School, Ad de Jong of Copenhagen Business School, and Edwin J. Nijssen of Eindhoven University of Technology. They recently published an article in Journal of Service Research entitled "Balancing Frontliners’ Customer- and Coworker-Directed Behaviors When Serving Business Customers," which is currently free to read … Continue reading Balancing Frontliners’ Customer- and Coworker-Directed Behaviors When Serving Business Customers

What Kind of Mindset Must Companies have to Create Great Customer Service?

[We’re pleased to welcome authors Benjamin Schneider of the University of Maryland and David E. Bowen of the Thunderbird School of Global Management . They recently published an article in Journal of Service Research entitled "Perspectives on the Organizational Context of Frontlines: A Commentary," which is currently free to read for a limited time. Below, they reflect … Continue reading What Kind of Mindset Must Companies have to Create Great Customer Service?

Assessing Value from Business-to-Business Services Relationships

[We’re pleased to welcome authors Paul Lyons and Louis Brennan of Trinity Business School. They recently published an article in Journal of Service Research entitled "Assessing Value From Business-to-Business Services Relationships: Temporality, Tangibility, Temperament, and Trade-Offs," which is currently free to read for a limited time. Below, they reflect on this research:] The word value permeates through … Continue reading Assessing Value from Business-to-Business Services Relationships

Gaining Customer Experience Insights That Matter

[We’re pleased to welcome authors Janet R. McColl-Kennedy the University of Queensland Business School, Mohamed Zaki of the University of Cambridge, Katherine N. Lemon of the Carroll School of Management, Florian Urmetzer of the University of Cambridge, and Andy Neely of the University of Cambridge. They recently published an article in Journal of Service Research entitled "Gaining Customer Experience Insights That Matter," … Continue reading Gaining Customer Experience Insights That Matter

Understanding Customer Forgiveness of Service Transgressions

[We’re pleased to welcome authors Yelena Tsarenko of Monash University, Yuliya Strizhakova of Rutgers University, and Cele C. Otnes University of Illinois at Urbana-Champaign. They recently published an article in Journal of Service Research entitled "Reclaiming the Future: Understanding Customer Forgiveness of Service Transgressions," which is currently free to read for a limited time. Below, they reflect … Continue reading Understanding Customer Forgiveness of Service Transgressions