TOC: J Service Theory Prac


Journal of Service Theory and Practice, 28(6)

Drivers, types and value outcomes of customer-to-customer interaction
Kristina Heinonen, Elina Jaakkola, and Irina Neganova

Does transformational leadership always matter in frontline service roles?
Keo Mony Sok, Phyra Sok, Lan Snell, and Pingping Qiu

Outperformed: how the envy reflex influences status seeking service consumers’ engagement
Darren Boardman, Maria M. Raciti, and Meredith Lawley

Does online service failure matter to offline customer loyalty in the integrated multi-channel context? The moderating effect of brand strength
Xuhui Wang and Qilin Zhang