...David E. Bowen Purpose This article overviews some key contributions to service research from the organizational behavior/human resource management (OB/HRM) discipline with its strong focus on the role of employees. This focus complements the Marketing discipline’s heavy emphasis on customers...

...Nanouk Verhulst; Arne De Keyser; Anders Gustafsson; Poja Shams; Yves Van Vaerenbergh Employee Customers Neuroscience Service experience Servicescape Bodily changes The neuroscientific method has considered valuable to advance a wide variety of scientific (sub)domains including...

...Gabriel Gazzoli; Murat Hancer; BeomCheol (Peter) Kim Purpose The purpose of this paper is to examine why employee‐level customer orientation (CO) influences the customer experience in a service setting. Design/methodology/approach Given the dyadic nature of the study, a two‐way sample design...

...Evert Gummesson; Cristina Mele; Francesco Polese; Taru Hakanen; Elina Jaakkola Purpose Increased competition and more extensive customer needs have motivated companies to develop integrated solutions. In practice, companies struggle to co‐create effective solutions that meet customer needs...

... initiatives. Our findings shed light on the purposes and activities pertaining to crowd‐funding models, and the latter's influence of service‐value networks. Andrea Ordanini can be contacted at: andrea.ordanini@unibocconi.it Crowd‐funding Service innovation Investments Customer‐investors...

...Bernd Stauss; Kristina Heinonen; Tore Strandvik; Karl‐Jacob Mickelsson; Bo Edvardsson; Erik Sundström; Per Andersson Purpose The paper seeks to introduce to a new perspective on the roles of customers and companies in creating value by outlining a customer‐based approach to service. The customer's...

... STA aims to reflect the customer participation perspective and to propose how to analyze the service process and deduce useful information. Design/methodology/approach Fault tree analysis is used as an underlying methodology since it has a Boolean logic to describe the customer's selection of each...

...Paul G. Patterson; Anna S. Mattila Purpose Customers' judgment of service quality is by and large based on their evaluation of personal experiences during the service encounter. The purpose of this study is to investigate from a customer perspective, the impact of familiarity (of the individual...

... of the customer based on value in use. Originality/value This paper contributes with a literature review, a discussion on what service portraits are, and describes service as a perspective on value creation through the lens of the customer. The article begins with the methods and sources we have selected...

...HsiuJu Rebecca Yen; Kevin P. Gwinner; Wanru Su This study explores the impact of two factors that are prominent in the service literature: customer participation and service expectation. Owing to the interactive nature of services, customers often participate in the co‐production of the service...

...Liliana L. Bove; Lester W. Johnson True loyalty, defined by a high relative attitude in addition to high repeat purchase, is an extremely valuable asset to the service firm – as the customer’s search motivation for competitive alternatives is reduced, he/she shows an immunity to the pull...

...Deborah L. Kellogg This paper validates the customer contact measurement model by performing a replication using three different sample groups. The impact of customer, managerial, and cultural differences is examined. Findings indicate that all validation groups use similar variables when defining...

...Kent Grayson As part of their jobs, many service employees are required to express certain emotions, such as positive affect toward service customers. Sometimes employees do not actually feel the emotions that they are expressing, resulting in what has been called “emotional labour.” Although...

...Mary Jo Bitner; William T. Faranda; Amy R. Hubbert; Valarie A. Zeithaml Focuses on the roles of customers in creating quality and productivity in service experiences. Presents two conceptual frameworks to aid managerial understanding and focus research efforts on customer participation. The first...

...Deborah L. Kellogg; William E. Youngdahl; David E. Bowen Presents a programme of research from which a typology of service customers’ quality assurance behaviours was developed. The typology’s four behaviours define the broad range of service customers’ participation in service quality assurance...

...Jean‐Louis Chandon; Pierre‐Yves Leo; Jean Philippe Selling services supposes that customers and personnel meet. This service encounter is not haphazard. Behind each ordinary exchange, there are rules that everybody is supposed to follow. This paper looks at the different components of service...

...Gaston LeBlanc; Nha Nguyen Investigates the concept of corporate image in intangible services with data collected from 342 customers of a financial institution. Identifies four factors that explain customers’ perceptions of image. Highlights the implications for tracking and building corporate...

...Lance A. Bettencourt; Kevin Gwinner Emphasizes that customizing the delivery of service on the frontline is a key to customer satisfaction. Offers insight into frontline customization by offering specific research propositions to guide future empirical inquiry. Explores the issues of how frontline...

... on services innovation that compared successful firms to unsuccessful firms. Here the focus shifts from the firm to the individual innovations. Significant differences were found in the innovation level of success within the same firm for input by senior management; input by customer contact and non‐contact...

...Samuel Wathen; John C. Anderson Service delivery requires the reception and processing of customer information. To deliver a service that satisfies customers, service job design should consider information needed to complete service delivery tasks. The objective here is to determine if the quantity...