Timothy Lee Keiningham
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Journal Articles

Purpose ignited: the transformative power of epiphanies in driving social profit orientation

Timothy Lee Keiningham, Tracey S. Danaher, Leonard L. Berry, Lerzan Aksoy, Tor Wallin Andreassen
Journal: Journal of Service Management
Journal of Service Management (2026) 37 (6): 1–25.
https://doi.org/10.1108/JOSM-09-2025-0461
Published: 11 December 2025
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Journal Articles

Beyond apples and oranges: unraveling the complexity in corporate sustainability reporting

Timothy Hedley, Barbara Porco, Timothy Lee Keiningham, Lerzan Aksoy, Leigh Anne Statuto, Muslim Amin
Journal: Journal of Service Management
Journal of Service Management (2024) 35 (4): 512–524.
https://doi.org/10.1108/JOSM-12-2023-0505
Published: 27 May 2024
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Journal Articles

Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation

Lerzan Aksoy, Alexander John Buoye, Maja Fors, Timothy Lee Keiningham, Sara Rosengren
Journal: Journal of Service Management
Journal of Service Management (2022) 33 (4-5): 565–577.
https://doi.org/10.1108/JOSM-11-2021-0428
Published: 29 April 2022
View article titled, Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation
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Journal Articles

Enterprise feedback management (EFM): what lies beyond the hype?

Lerzan Aksoy, Sabine Benoit, Shreekant G. Joag, Jay Kandampully, Timothy Lee Keiningham, An L. Yan
Journal: Journal of Service Management
Journal of Service Management (2021) 32 (1): 53–69.
https://doi.org/10.1108/JOSM-03-2020-0070
Published: 28 July 2020
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Journal Articles

Parents' burdens of service for children with ASD – implications for service providers

Anu Helkkula, Alexander John Buoye, Hyeyoon Choi, Min Kyung Lee, Stephanie Q. Liu, Timothy Lee Keiningham
Journal: Journal of Service Management
Journal of Service Management (2020) 31 (5): 1015–1039.
https://doi.org/10.1108/JOSM-01-2020-0011
Published: 24 July 2020
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Journal Articles

More than a feeling? Toward a theory of customer delight

A. Parasuraman, Joan Ball, Lerzan Aksoy, Timothy Lee Keiningham, Mohamed Zaki
Journal: Journal of Service Management
Journal of Service Management (2021) 32 (1): 1–26.
https://doi.org/10.1108/JOSM-03-2019-0094
Published: 05 May 2020
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Journal Articles

Creating innovation that drives authenticity

Timothy Lee Keiningham, Zeya He, Bas Hillebrand, Jichul Jang, Courtney Suess, Laurie Wu
Journal: Journal of Service Management
Journal of Service Management (2019) 30 (3): 369–391.
https://doi.org/10.1108/JOSM-12-2018-0383
Published: 03 June 2019
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Journal Articles

Examining how context change foster service innovation

Bo Edvardsson, Pennie Frow, Elina Jaakkola, Timothy Lee Keiningham, Kaisa Koskela-Huotari, Cristina Mele, Alastair Tombs
Journal: Journal of Service Management
Journal of Service Management (2018) 29 (5): 932–955.
https://doi.org/10.1108/JOSM-04-2018-0112
Published: 12 September 2018
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Journal Articles

A roadmap for driving customer word-of-mouth

Timothy Lee Keiningham, Roland T. Rust, Bart Lariviere, Lerzan Aksoy, Luke Williams
Journal: Journal of Service Management
Journal of Service Management (2018) 29 (1): 2–38.
https://doi.org/10.1108/JOSM-03-2017-0077
Published: 08 January 2018
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Journal Articles

Perceptions are relative: An examination of the relationship between relative satisfaction metrics and share of wallet

Timothy Lee Keiningham, Bruce Cooil, Edward C Malthouse, Bart Lariviere, Alexander Buoye, Lerzan Aksoy, Arne De Keyser
Journal: Journal of Service Management
Journal of Service Management (2015) 26 (1): 2–43.
https://doi.org/10.1108/JOSM-12-2013-0345
Published: 16 March 2015
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