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Journal Articles

ChatGPT and service: opportunities, challenges, and research directions

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Marianna Sigala, Keng-Boon Ooi, Garry Wei-Han Tan, Eugene Cheng-Xi Aw, Tat-Huei Cham, Yogesh K. Dwivedi, Werner H. Kunz, Kate Letheren, Anubhav Mishra, Rebekah Russell-Bennett, Jochen Wirtz
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2024) 34 (5): 726–737.
https://doi.org/10.1108/JSTP-11-2023-0292
Published: 19 July 2024
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Journal Articles

Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?

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Vinh Nhat Lu, Jochen Wirtz, Werner H. Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins, Paul G. Patterson
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2020) 30 (3): 361–391.
https://doi.org/10.1108/JSTP-04-2019-0088
Published: 07 April 2020
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Journal Articles

Guest editorial

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Rodoula H Tsiotsou, Jochen Wirtz
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2016) 26 (2)
https://doi.org/10.1108/JSTP-11-2015-0230
Published: 14 March 2016
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Journal Articles

Institutions as resource context

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Kaisa Koskela-Huotari, Stephen L Vargo
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2016) 26 (2): 163–178.
https://doi.org/10.1108/JSTP-09-2014-0190
Published: 14 March 2016
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Journal Articles

The antecedents and consequences of humour for service: A review and directions for research

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Christine Mathies, Tung Moi Chiew, Michael Kleinaltenkamp
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2016) 26 (2): 137–162.
https://doi.org/10.1108/JSTP-09-2014-0187
Published: 14 March 2016
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Journal Articles

Reciprocal transfer of brand associations between service parent brands and upward line extensions: An accessibility-diagnosticity perspective

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Jean Boisvert
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2016) 26 (2): 222–243.
https://doi.org/10.1108/JSTP-09-2014-0189
Published: 14 March 2016
View article titled, Reciprocal transfer of brand associations between service parent brands and upward line extensions: An accessibility-diagnosticity perspective
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Journal Articles

Validating and extending the sport brand personality scale

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Ann Mitsis, Civilai Leckie
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2016) 26 (2): 203–221.
https://doi.org/10.1108/JSTP-08-2014-0185
Published: 14 March 2016
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Journal Articles

Improving customer well-being through two-way online social support

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Qiuying Zheng, Tang Yao, Xiucheng Fan
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2016) 26 (2): 179–202.
https://doi.org/10.1108/JSTP-09-2014-0188
Published: 14 March 2016
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Journal Articles

Psychometric sifting to efficiently select the right service employees

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John E.G. Bateson, Jochen Wirtz, Eugene Burke, Carly Vaughan
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (2014) 24 (5): 418–433.
https://doi.org/10.1108/MSQ-04-2014-0091
Published: 02 September 2014
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Journal Articles

Managing human resources for service excellence and cost effectiveness at Singapore Airlines

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Jochen Wirtz, Loizos Heracleous, Nitin Pangarkar
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (2008) 18 (1): 4–19.
https://doi.org/10.1108/09604520810842812
Published: 25 January 2008
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Journal Articles

Complaint Management: The Heart of CRM

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Jochen Wirtz
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (2006) 16 (1): 97–98.
https://doi.org/10.1108/09604520610639982
Published: 01 January 2006
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Journal Articles

Biometrics: the next frontier in service excellence, productivity and security in the service sector

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Loizos Heracleous, Jochen Wirtz
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (2006) 16 (1): 12–22.
https://doi.org/10.1108/09604520610639937
Published: 01 January 2006
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Journal Articles

Singapore Airlines: what it takes to sustain service excellence – a senior management perspective

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Jochen Wirtz, Robert Johnston
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (2003) 13 (1): 10–19.
https://doi.org/10.1108/09604520310456672
Published: 01 February 2003
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Journal Articles

Improving the measurement of customer satisfaction: a test of three methods to reduce halo

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Jochen Wirtz
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (2001) 11 (2): 99–112.
https://doi.org/10.1108/09604520110387239
Published: 01 April 2001
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Journal Articles

Institutionalising customer‐driven learning through fully integrated customer feedback systems

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Jochen Wirtz, Monica Tomlin
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (2000) 10 (4): 205–215.
https://doi.org/10.1108/09604520010341654
Published: 01 August 2000
View article titled, Institutionalising customer‐driven learning through fully integrated customer feedback systems
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