... Article Type: 2012 Awards for Excellence From: Journal of Service Management, Volume 24, Issue 1 The following article was selected for this year's Outstanding Paper Award for   Journal of Service Management “Service as business logic: implications for value...

...Maria Åkesson; Per Skålén Purpose The purpose of this paper is to contribute to understanding of how a service‐dominant (S‐D) professional identity can be established among the employees of an organisation that wishes to inculcate the tenets of S‐D logic. Design/methodology/approach The paper...

...Christian Grönroos; Annika Ravald Purpose The purpose of this article is to analyze the scope, content and nature of value co‐creation in a service logic‐based view of value creation, addressing the customer's perspective in a supplier‐customer relationship. The nature of the activities...

...Kalyani Menon; Harvir S. Bansal Purpose This research seeks to investigate consumer experiences of social power during service consumption. Specifically, this research examines the causes and consequences (cognition, expectations, emotions, and emotion expression) of consumer experiences of high...

...Chieh‐Peng Lin; Cherng G. Ding Purpose To examine empirically the mediating role of relationship quality on the relationships between relational selling behavior, network quality, service recovery, and loyalty, and the moderating role of prior IT experience on the above relationships in ISP...

...Rajesh Kumar; Tore Markeset; Uday Kumar As industrial products are becoming more advanced and complex, the role of supporting services needed to exploit a product's function to an agreeable performance is becoming increasingly important. To achieve the best performance, industrial customers...

...José M. Barrutia Legarreta; Carmen Echebarria Miguel This article proposes a new approach to bundling for both the marketing of services and relationship marketing. Reviews the literature on both bundling and relationship marketing and puts forward a new theoretical approach. Uses the case method...

...Marcel van Birgelen Summarizing, E‐service: 24 Ways to Keep Your Customers – When the Competition Is Just a Click Away deals with a crucial and intriguing topic, namely customer retention on the Web through e‐service. Based on extensive research, the authors are able to present readers...

...Zhilin Yang; Xiang Fang This exploratory research intends to extend our understanding of service quality and customer satisfaction within the setting of online securities brokerage services. Based upon conceptual frameworks from the areas of services marketing and information systems management...