1 - 6 of 6 articles
Purpose– The purpose of this editorial paper is to set out the vision for the Journal of Service Theory and Practice (JSTP). Design/methodology/approach– Together with personal reflections of the authors, it is based on a review of literature on the past, the present and the future of service...
Purpose– Improving the commercial success rate of innovations requires alternative approaches based on social science methodologies for identifying subtle, emerging changes in consumer needs and behaviors. The purpose of this paper is to address this call by proposing trend spotting to guide...
Purpose– The purpose of this paper is to explore the theory that dissatisfaction and violation are distinct affective responses to a service wait. It was thought that dissatisfaction was a consequence of a disconfirmation of expectations while violation was a consequence of a breach of a...
Purpose– While service brands are conceptualised as being both the company’s presented brand and the customer’s relationship experience, most research to date has supported the central role of the latter over the former in creating customer value and developing loyalty. Studies supporting the...
Purpose– Celebrity-themed aircraft campaigns have become a popular tactic that airlines adopt as part of their experiential marketing efforts. The campaign aims at differentiating their airline from competitors through delivering and/or reforming consumers’ flying experience. The paper aims to...
Purpose– Grounded in the Uppsala model, the purpose of this paper is to investigate specific firm factors of fashion service retailers, which include: product category offering, firm experience (limited vs extensive) and firm size (small vs large) and examines how variations in these firm...
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