J Service Man


Journal of Service Management, 32(2)



A transformative supply chain response to COVID-19
Diane A. Mollenkopf, Lucie K. Ozanne, Hannah J. Stolze [Google Scholar]

Adapting research methodology during COVID-19: lessons for transformative service research
Sarah Dodds, Alexandra Claudia Hess [Google Scholar]

Customers’ contamination concerns: an integrative framework and future prospects for service management
Simon Hazée, Yves Van Vaerenbergh [Google Scholar]

Prosumers in times of crisis: definition, archetypes and implications
Bodo Lang, Rebecca Dolan, Joya Kemper, Gavin Northey [Google Scholar]

Transformative value and the role of involvement in gamification and serious games for well-being
Rory Francis Mulcahy, Nadia Zainuddin, Rebekah Russell-Bennett [Google Scholar]

The influence of social distancing on employee well-being: a conceptual framework and research agenda
Sven Tuzovic, Sertan Kabadayi [Google Scholar]

Managing the human–chatbot divide: how service scripts influence service experience
Sean Sands, Carla Ferraro, Colin Campbell, Hsiu-Yuan Tsao [Google Scholar]

Will the customers be happy? Identifying unsatisfied customers from service encounter data
Lucas Baier, Niklas Kühl, Ronny Schüritz, Gerhard Satzger [Google Scholar]