http://www.emeraldinsight.com/toc/jstp/26/6

Eight challenges of servitisation for the configuration, measurement and management of organisations
Sai S. Nudurupati, David Lascelles, Gillian Wright, and Nick Yip

Managing online service recovery: procedures, justice and customer satisfaction
Jaywant Singh and Benedetta Crisafulli

Electronic word-of-mouth and information overload in an experiential service industry
Christopher Paul Furner, Robert Zinko, and Zhen Zhu

Understanding consumers’ relationships with contemporary artworks through identity narratives
Georgia Stavraki

Improving service quality through customer journey analysis
Ragnhild Halvorsrud, Knut Kvale, and Asbjørn Følstad

Service flexibility: conceptualizing value creation in service
Danilo Brozovic, Fredrik Nordin, and Daniel Kindström

Opportunity identification and evaluation in franchisee business start-ups
Maureen Brookes, Levent Altinay, Xuan Lorna Wang, and Ruth Yeung

Brand meaning cocreation: toward a conceptualization and research implications
Kieran D. Tierney, Ingo O. Karpen, and Kate Westberg

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