TOC: J Service Theory Prac


Journal of Service Theory and Practice, 28(5)

Go home and kick the dog
Tae Won Moon and Won-Moo Hur

Executive ethical decisions initiating organizational culture and values
Eileen Bridges

The role of proto-institutions within the change of service ecosystems
Michael Kleinaltenkamp, Daniela Corsaro, and Roberta Sebastiani

Work design and frontline employee engagement
Ji “Miracle” Qi, Alexander E. Ellinger, and George R. Franke

Read into the lines: the positive effects of queues
Rungting Tu, Wenting Feng, Cheryl Lin, and Pikuei Tu

Engagement, satisfaction and customer behavior-based CRM performance
Vittoria Marino and Letizia Lo Presti