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Journal of Service Theory and Practice

Subject Areas: Strategy and Management
Publisher: Emerald Group Publishing Limited - Emerald Publishing
ISSN: 2055-6225
SJR: 85

Available

Journal Article

Creating harmony through a plethora of interests, resources and actors: the challenging task of orchestrating the service ecosystem

Carida', Angela; Colurcio, Maria; Edvardsson, Bo; Pastore, Alberto

2022 Journal of Service Theory and Practice

doi:10.1108/jstp-06-2021-0110

There is a need to understand value co-creation in service ecosystems that engage multiple actors with different goals. This study aims to extend the understanding of value co-creation by considering the orchestration of service ecosystems with reference to resource-integration...
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Journal Article

How and when do the ambidextrous frontline sales employees achieve superior sales performance?

Sok, Keo Mony; Bin, Devin; Sok, Phyra

2022 Journal of Service Theory and Practice

doi:10.1108/jstp-09-2021-0194

Business-to-business (B2B) firms increasingly have a need for frontline sales employees who can both sell and service customer account, a task known as sales-service ambidexterity which may pose significant challenges to frontline sales employees. Thus, the purpose of this paper is to show that...
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Journal Article

Sustainability in retail services: a transformative service research (TSR) perspective

Dodds, Sarah; Palakshappa, Nitha; Stangl, Loren M.

2022 Journal of Service Theory and Practice

doi:10.1108/jstp-12-2021-0255

Retail organizations that consider a service ecosystems view of sustainability focused on transformation have the potential to contribute to the wellbeing of individuals, business and society. The purpose of this paper is to explore the transformative nature of sustainable retail fashion...
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Journal Article

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

Loh, Jennifer; Khan, Md Irfanuzzaman; Johns, Raechel

2022 Journal of Service Theory and Practice

doi:10.1108/jstp-11-2021-0238

Uncivil customer behaviour is a concern for service providers and can result in increasing vulnerability for them or their customers. This paper aimed to investigate the interactional link between customer incivility and service provider retaliation and job outcomes. Furthermore, power distance...
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Journal Article

The effects of hotel employee ternary safety behavior on negative safety outcomes: the moderation of job vigor and emotional exhaustion

Zhang, Jiangchi; Xie, Chaowu; Morrison, Alastair M.; Huang, Rui; Li, Yuxi; Wu, Gaoyang

2022 Journal of Service Theory and Practice

doi:10.1108/jstp-01-2022-0023

The effect of hotel employee safety behavior has not as yet been investigated. The purpose of this research is to determine the impact of hotel employee ternary safety behavior on negative safety outcomes, as well as the moderation effects of job vigor and emotional...

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