TOC: J Service Man


Journal of Service Management, 28(4)

Does communicating the customer’s resource integrating role improve or diminish value proposition effectiveness?
Sara Leroi-Werelds, Sandra Streukens, Yves Van Vaerenbergh, and Christian Grönroos

The use of gamification mechanics to increase employee and user engagement in participative healthcare services
Wafa Hammedi, Thomas Leclerq, and Allard C.R. Van Riel

Servitization as reinforcement, not transformation
Anna Salonen, Onur Saglam, and Fredrik Hacklin

The enhanced loyalty drivers of customers acquired through referral reward programs
B. Ramaseshan, Jochen Wirtz, and Dominik Georgi

The impact of service bundles on the mechanism through which functional value and price value affect WOM intent
Chatura Ranaweera and Heikki Karjaluoto

A multidimensional service-value scale based on Holbrook’s typology of customer value
Martina G. Gallarza, Francisco Arteaga, Giacomo Del Chiappa, Irene Gil-Saura, and Morris B. Holbrook

Customer experience design: a case study in the cultural sector
Frederic Ponsignon, Francois Durrieu, and Tatiana Bouzdine-Chameeva

Embarrassed customers: the dark side of receiving help from others
Seo Young Kim and Youjae Yi