All Stories

  1. Qualitative research methods in services: looking back, critically within and a trajectory forward
  2. Paradoxes, challenges, and opportunities in the context of ethical customer experience management
  3. Commentary: Customer-Perceived Innovation: Considerations for Financial Performance and Methodological Approaches
  4. The impact of corporate social irresponsibility on prosocial consumer behavior
  5. Customer experience (CX), employee experience (EX) and human experience (HX): introductions, interactions and interdisciplinary implications
  6. The Influence of Corporate Social Responsibility on Stakeholders in Different Business Contexts
  7. The clock is ticking—Or is it? Customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
  8. Consumer response to online behavioral advertising in a social media context: The role of perceived ad complicity
  9. Managing a Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters
  10. Consumer lying behavior in service encounters
  11. How do corporate social responsibility (CSR) and innovativeness increase financial gains? A customer perspective analysis
  12. Service Research Priorities: Designing Sustainable Service Ecosystems
  13. Service Research Priorities: Managing and Delivering Service in Turbulent Times
  14. What can we learn from #StopHateForProfit boycott regarding corporate social irresponsibility and corporate social responsibility?
  15. How customer experience management reconciles strategy differences between East and West
  16. Fostering collaborative research for customer experience –Connecting academic and practitioner worlds
  17. Mapping of journal of services marketing themes: a retrospective overview using bibliometric analysis
  18. Effects of COVID-19 on business and research
  19. Investigating the emerging COVID-19 research trends in the field of business and management: A bibliometric analysis approach
  20. Fostering collaborative research for customer experience – Connecting academic and practitioner worlds
  21. Guest editorial: Emerging fields in service research
  22. Should I Touch the Customer? Rethinking Interpersonal Touch Effects from the Perspective of the Touch Initiator
  23. Service Innovation: A New Conceptualization and Path Forward
  24. Editorial: a new dawn for qualitative service research
  25. Viewpoint: getting your qualitative service research published
  26. The great game of business: Advancing knowledge on gamification in business contexts
  27. Look but Don’t Touch! The Impact of Active Interpersonal Haptic Blocking on Compensatory Touch and Purchase Behavior
  28. Neuroscience in service research: an overview and discussion of its possibilities
  29. The use of electrodermal activity (EDA) measurement to understand consumer emotions – A literature review and a call for action
  30. Customer deviance: A framework, prevention strategies, and opportunities for future research
  31. Creating brand engagement through in-store gamified customer experiences
  32. Incremental and radical open service innovation
  33. The Abercrombie & Fitch Effect: The Impact of Physical Dominance on Male Customers' Status-Signaling Consumption
  34. Upframing Service Design and Innovation for Research Impact
  35. Network orchestration for value platform development
  36. Organizational capabilities for pay-per-use services in product-oriented companies
  37. The curious case of interdisciplinary research deficiency: Cause or symptom of what truly ails us?
  38. Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens
  39. Defining service innovation: A review and synthesis
  40. Fostering a trans-disciplinary perspectives of service ecosystems
  41. Identifying categories of service innovation: A review and synthesis of the literature
  42. Service innovation, renewal, and adoption/rejection in dynamic global contexts
  43. The effect of frontline employees’ personal self-disclosure on consumers’ encounter experience
  44. Enhancing theory development in service research
  45. Developing service research – paving the way to transdisciplinary research
  46. Eye-tracking customers' visual attention in the wild: Dynamic gaze behavior moderates the effect of store familiarity on navigational fluency
  47. In-Store Gamification: Testing a Location-Based Treasure Hunt App in a Real Retailing Environment
  48. Conducting service research that matters
  49. Fresh perspectives on customer experience
  50. Service manoeuvres to overcome challenges of servitisation in a value network
  51. Strategic brand management: Archetypes for managing brands through paradoxes
  52. Heuristics and resource depletion: eye-tracking customers’ in situ gaze behavior in the field
  53. Does Service Employees’ Appearance Affect the Healthiness of Food Choice?
  54. The effect of customer information during new product development on profits from goods and services
  55. Vision (im)possible? The effects of in-store signage on customers’ visual attention
  56. Turning customer satisfaction measurements into action
  57. Guest editorial
  58. Small details that make big differences
  59. An Extended Method to Measure Overall Consumer Satisfaction with Packaging
  60. COMPETETING CATEGORIES OF SERVICE INNOVATION
  61. Servitization of Capital Equipment Providers in the Pulp and Paper Industry
  62. Left isn't always right: placement of pictorial and textual package elements
  63. Relationship Characteristics and Cash Flow Variability: Implications for Satisfaction, Loyalty, and Customer Portfolio Management
  64. Any way goes: Identifying value constellations for service infusion in SMEs
  65. Let the music play or not: The influence of background music on consumer behavior
  66. Co-creation with customers
  67. Reasons for household food waste with special attention to packaging
  68. Competitive advantage through service differentiation by manufacturing companies
  69. The influence of active and passive customer behavior on switching in customer relationships
  70. A Cross-National Investigation into the Marketing Department's Influence Within the Firm: Toward Initial Empirical Generalizations
  71. «Customer Integration in New Service Development: Experiences from Sweden»
  72. Idea generation: customer co‐creation versus traditional market research techniques
  73. Theory of attractive quality and life cycles of quality attributes
  74. Identifying ideas of attractive quality in the innovation process
  75. Collaboration with Customers - Understanding the Effect of Customer-Company Interaction in New Product Development
  76. Service strategies in a supply chain
  77. Improving the prerequisites for customer satisfaction and performance
  78. How to create attractive and unique customer experiences
  79. Match or Mismatch: Strategy-Structure Configurations in the Service Business of Manufacturing Companies
  80. Service Innovation and Customer Co-development
  81. Customer satisfaction with service recovery
  82. Managerial Recommendations for Service Innovations in Different Product-Service Systems
  83. Degree of service-orientation in the pulp and paper industry
  84. Customer satisfaction in the first and second moments of truth
  85. Understanding Frequent Switching Patterns
  86. Conjoint Measurement
  87. Conjoint Analysis as an Instrument of Market Research Practice
  88. Non-geometric Plackett-Burman Designs in Conjoint Analysis
  89. On the Influence of the Evaluation Methods in Conjoint Design - Some Empirical Results
  90. Involving Customers in New Service Development
  91. Developing successful technology‐based services: the issue of identifying and involving innovative users
  92. Defining relationship quality for customer‐driven business development
  93. Involving Customers in New Service Development
  94. Challenges in New Service Development and Value Creation through Service
  95. The role of customer clubs in recent telecom relationships
  96. The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention
  97. QUIS 9 symposium – service excellence in management
  98. Service portraits in service research: a critical review
  99. Determining Attribute Importance in a Service Satisfaction Model
  100. Customer clubs in a relationship perspective: a telecom case
  101. Customer Switching Patterns in Competitive and Noncompetitive Service Industries
  102. Harnessing the Creative Potential among Users*
  103. The role of quality practices in service organizations
  104. Non-geometric Plackett-Burman Designs in Conjoint Analysis
  105. Conjoint Analysis as an Instrument of Market Research Practice
  106. On the Influence of the Evaluation Methods in Conjoint Design — Some Empirical Results
  107. Comparing customer satisfaction across industries and countries
  108. The evolution and future of national customer satisfaction index models
  109. Non-geometric Plackett-Burman Designs in Conjoint Analysis
  110. Conjoint Analysis as an Instrument of Market Research Practice
  111. On the Influence of the Evaluation Methods in Conjoint Design — Some Empirical Results
  112. The effects of satisfaction and loyalty on profits and growth: Products versus services
  113. Conjoint Measurement
  114. Non-geometric Plackett-Burman Designs in Conjoint Analysis
  115. Conjoint Analysis as an Instrument of Market Research Practice
  116. On the Influence of the Evaluation Methods in Conjoint Design — Some Empirical Results
  117. Customer‐oriented service development at SAS
  118. Customer focused service development in practice – A case study at Scandinavian Airlines System (SAS)
  119. Conjoint analysis: A useful tool in the design process
  120. The new quality tools
  121. Customer Retention in the Automotive Industry
  122. Linking Satisfaction to Design — A Key to Success for Volvo
  123. Improved Customer Satisfaction Is Volvo Priority
  124. Customer Integration in Service Innovation
  125. Services Science with a Focus on Academia and Company Collaboration
  126. Success Factors in New Service Development and Value Creation through Services
  127. New service development from the perspective of value co-creation in a service system