J Service Res


Journal of Service Research, 23(2)



Service Innovation: A New Conceptualization and Path Forward
Anders Gustafsson, Hannah Snyder, and Lars Witell [Publisher] [Google Scholar]

Ethical Climate at the Frontline: A Meta-Analytic Evaluation
Scott B. Friend, Fernando Jaramillo, and Jeff S. Johnson [Publisher] [Google Scholar]

Customer Advocacy: A Distinctive Form of Word of Mouth
Jillian Sweeney, Adrian Payne, Pennie Frow, and Dan Liu [Publisher] [Google Scholar]

The Dark Side of Customer Participation: When Customer Participation in Service Co-Development Leads to Role Stress
Markus Blut, Nima Heirati, and Klaus Schoefer [Publisher] [Google Scholar]

Customer Equity Drivers, Customer Experience Quality, and Customer Profitability in Banking Services: The Moderating Role of Social Influence
Lily (Xuehui) Gao, Iguácel Melero-Polo, and F. Javier Sese [Publisher] [Google Scholar]

Customer Ethnic Bias in Service Encounters
Marc Linzmajer, Simon Brach, Gianfranco Walsh, and Tillmann Wagner [Publisher] [Google Scholar]

Shifting Arrays of a Kaleidoscope: The Orchestration of Relational Value Cocreation in Service Systems
Carol Kelleher, Deirdre O’Loughlin, Johanna Gummerus, and Lisa Peñaloza [Publisher] [Google Scholar]

The Trajectory Touchpoint Technique: A Deep Dive Methodology for Service Innovation
Lynn Sudbury-Riley, Philippa Hunter-Jones, Ahmed Al-Abdin, Daniel Lewin, and Mohabir Vic Naraine [Publisher] [Google Scholar]