Service Employee Responses to Angry Customer Complaints

[We’re pleased to welcome authors Christina Jerger of the Catholic University of Eichstaett–Ingolstadt and Jochen Wirtz of the National University of Singapore. They recently published an article in the Journal of Service Research entitled “Service Employee Responses to Angry Customer Complaints: The Roles of Customer Status and Service Climate," which is currently free to read for … Continue reading Service Employee Responses to Angry Customer Complaints

Is Value Creation from Human Connection an Area of Opportunity for Companies to Stand Out?

Company executives believe they know the value of their product or service they provide, but the true judge of value comes from the customer’s perspective, which is constantly changing and shaped by every interaction, directly or indirectly, with a company. Customer perspective plays a large part in determining a company’s brand and the values the … Continue reading Is Value Creation from Human Connection an Area of Opportunity for Companies to Stand Out?

A Matter of Formality: How Dress Code Can Impact Customer Behavior

How an individual dresses can be quite revealing about their personality and how they would like to be perceived, but there is more to be said on the effect of dress style beyond first impressions. Customer experience and behavior, for instance, can be significantly impacted by the dress style of other customers around them. In their article, "The … Continue reading A Matter of Formality: How Dress Code Can Impact Customer Behavior

About Time: How Temporal Construal Changes Customer Satisfaction

Time works wonders--it's a familiar saying that speaks to the fluid nature of an individual's experiences, and how, as time passes, perceptions of those experiences often change. And yet, in customer satisfaction research, time has often been neglected, despite the fact it plays a significant part in how customers reflect on their service experience. In their article, "The Temporal Construal … Continue reading About Time: How Temporal Construal Changes Customer Satisfaction

Book Review: A Social Strategy: How We Profit from Social Media

Mikolaj Piskorski: A Social Strategy: How We Profit from Social Media. Princeton, NJ: Princeton University Press, 2014. 275 pp. $29.95, cloth. You can read the book review by Olga Khessina of ILR School Cornell University published online by Administrative Science Quarterly. From the review: Social strategy is still an emerging phenomenon, but it is increasingly … Continue reading Book Review: A Social Strategy: How We Profit from Social Media

An Exploratory Examination in Quick-Service Restaurants

Kimberly Mathe and Lisa Slevitch, both of Oklahoma State University published, "An Exploratory Examination of Supervisor Undermining, Employee Involvement Climate, and the Effects on Customer Perceptions of Service Quality in Quick-Service Restaurants," in the June 2011 issue of the Journal of Hospitality & Tourism Research. Ms. Mathe kindly provided the following thoughts on the article. Who … Continue reading An Exploratory Examination in Quick-Service Restaurants

JSR Call for Papers

Journal of Service Research (JSR) is calling for papers for a special interdisciplinary issue on IT-related service. JSR invites scholars from marketing, information systems, operations management, human resources, finance/accounting, economics, and organizational research to submit papers on IT-related service. Topics of interest include, but are not limited to: *IT’s role in providing cost-effective service *IT mediated … Continue reading JSR Call for Papers