J Service Man


Journal of Service Management, 32(1)



Leadership matters in crisis-induced digital transformation: how to lead service employees effectively during the COVID-19 pandemic
Silke Bartsch, Ellen Weber, Marion Büttgen, Ariana Huber [Google Scholar]

Beyond panic buying: consumption displacement and COVID-19
Michael C. Hall, Girish Prayag, Peter Fieger, David Dyason [Google Scholar]

Reframing service innovation: COVID-19 as a catalyst for imposed service innovation
Kristina Heinonen, Tore Strandvik [Google Scholar]

More than a feeling? Toward a theory of customer delight
A. Parasuraman, Joan Ball, Lerzan Aksoy, Timothy Lee Keiningham, Mohamed Zaki [Google Scholar]

Customer participation risk management: conceptual model and managerial assessment tool
Uzay Damali, Enrico Secchi, Stephen S. Tax, David McCutcheon [Google Scholar]

How Michelin-starred chefs are being transformed into social bricoleurs? An online qualitative study of luxury foodservice during the pandemic crisis
Wided Batat [Google Scholar]

Enterprise feedback management (EFM): what lies beyond the hype?
Lerzan Aksoy, Sabine Benoit, Shreekant G. Joag, Jay Kandampully, Timothy Lee Keiningham, An L. Yan [Google Scholar]

Customer delight during a crisis: understanding delight through the lens of transformative service research
Donald C. Barnes, Jessica Mesmer-Magnus, Lisa L. Scribner, Alexandra Krallman, Rebecca M. Guidice [Google Scholar]