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Investigating the influence of perceived humanization of service encounters on value creation of chatbot-assisted services

Md Irfanuzzaman Khan, Johra Kayeser Fatima, Somayeh Bahmannia, Sarvjeet Kaur Chatrath, Naomi F. Dale, Raechel Johns

Journal of Service Theory and Practice (2025) 35 (1): 56–88.

https://doi.org/10.1108/JSTP-10-2023-0282

Published: 15 October 2024

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Journal Articles

The straw that breaks the camel's back: service provider vulnerability to customer incivility

Jennifer Loh, Md Irfanuzzaman Khan, Raechel Johns

Journal of Service Theory and Practice (2022) 32 (4): 545–564.

https://doi.org/10.1108/JSTP-11-2021-0238

Published: 24 June 2022

View article titled, The straw that breaks the camel's back: service provider vulnerability to customer incivility

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The role of health locus of control in value co-creation for standardized screening services

Janet Davey, Judith Herbst, Raechel Johns, Joy Parkinson, Rebekah Russell-Bennett, Nadia Zainuddin

Journal of Service Theory and Practice (2020) 30 (1): 31–55.

https://doi.org/10.1108/JSTP-08-2018-0180

Published: 21 January 2020

View article titled, The role of health locus of control in value co-creation for standardized screening services

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Mediation effects of service features on rapport–dependency link in emerging market

Johra Kayeser Fatima, Rita di Mascio, Raechel Johns, Ali Quazi

Journal of Service Theory and Practice (2019) 29 (5-6): 639–660.

https://doi.org/10.1108/JSTP-11-2018-0250

Published: 15 November 2019

View article titled, Mediation effects of service features on rapport–dependency link in emerging market

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The role of empathy in the service experience

Adrian Heng Tsai Tan, Birgit Muskat, Raechel Johns

Journal of Service Theory and Practice (2019) 29 (2): 142–164.

https://doi.org/10.1108/JSTP-10-2018-0221

Published: 13 May 2019

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Investigating the influence of perceived humanization of service encounters on value creation of chatbot-assisted services

The straw that breaks the camel's back: service provider vulnerability to customer incivility

The role of health locus of control in value co-creation for standardized screening services

Mediation effects of service features on rapport–dependency link in emerging market

The role of empathy in the service experience

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Update search

Investigating the influence of perceived humanization of service encounters on value creation of chatbot-assisted services

The straw that breaks the camel's back: service provider vulnerability to customer incivility

The role of health locus of control in value co-creation for standardized screening services

Mediation effects of service features on rapport–dependency link in emerging market

The role of empathy in the service experience

Email alerts

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