Journal of Service Research

Abstract

Interfaces, interactions, and time are commonly understood as foundational constructs in the field of organizational frontlines, but their current definitions are fragmented and disconnected. We propose a set of propositions drawn from theorizing the ...

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Despite the growing importance of servitization as a source of competitiveness for manufacturers, limited knowledge exists about organizational issues of servitization. Drawing on transaction cost economics theory and a configuration theoretical ...Graphical Abstract

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While service providers strive to maintain customer relationships, a nontrivial number of customers downgrade their services, something that has been particularly true during the post-pandemic period or economic recession. Studying downgrade behavior is ...Graphical Abstract

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The service-dominant (S-D) logic lens for understanding value co-creation and customers’ interactive roles in the service exchange has emerged as a focal theme of interest among service academics and practitioners. While recent investigations have also ...

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Team display rules are expressive norms shared by team members about how to positively impact a customer's perception of service quality and satisfaction. For frontline employees' working in teams, however, the costs and benefits of team display rules are ...

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Circular business models (CBMs), such as product-service systems, are rapidly gaining traction in light of a transition to a more circular and sustainable economy. The authors call for a new approach to inform and guide the development and adoption of ...Graphical Abstract

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Making service provisioning significantly more sustainable is crucial if humankind wants to make a serious effort to operate within the boundaries of what the planet can support. The purpose of this paper is to develop a systemic understanding of ...

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This study identifies micro-level value co-creation mechanisms that support the design of digital services. As services are now becoming digital—or at least digitally enabled—how to design digital services that enable value co-creation between a service ...Graphical Abstract

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The increase of immigrant employees in services has made intercultural service encounters a commonplace phenomenon. In these encounters, customers frequently use service employees’ accent to infer their ethnic background, often eliciting cultural ...Graphical Abstract