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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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Journal Articles

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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Journal Articles

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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Journal Articles

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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