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Journal Articles

Small gestures, big meaning: how healthcare staff engage in patient-directed organizational citizenship behavior to create shared moments of joy

Maarten Volkers

Journal of Service Management 1–21.

https://doi.org/10.1108/JOSM-12-2024-0525

Published: 08 May 2026

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Journal Articles

Trapped in a service encounter: Exploring customer lock-in and its effect on well-being and coping responses during service encounters

Sabine Fliess, Maarten Volkers

Journal of Service Management (2020) 31 (1): 79–114.

https://doi.org/10.1108/JOSM-01-2019-0013

Published: 20 January 2020

View article titled, Trapped in a service encounter: Exploring customer lock-in and its effect on well-being and coping responses during service encounters

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