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Journal of Service Theory and Practice Volume 29 Issue 2

Subject Areas: Strategy and Management
Publisher: Emerald Group Publishing Limited - Emerald Publishing
ISSN: 2055-6225
SJR: 90

Available

Journal Article

Transformative gamification services for social behavior brand equity: a hierarchical model

Tanouri, Afshin; Mulcahy, Rory; Russell-Bennett, Rebekah

2019 Journal of Service Theory and Practice

doi:10.1108/jstp-06-2018-0140

The purpose of this paper is twofold: first, to test a hierarchical model with interrelationships between social support, value and brand equity to examine the effect of a transformative gamification service on users’ well-being behaviors; and second, to demonstrate the usefulness of brand equity...
Available

Journal Article

The role of empathy in the service experience

Tan, Adrian Heng Tsai; Muskat, Birgit; Johns, Raechel

2019 Journal of Service Theory and Practice

doi:10.1108/jstp-10-2018-0221

The purpose of this paper is to examine the role of empathy in the student service experience. Taking a dyadic perspective, both students’ and staff’s perceptions are analyzed to determine if empathy matters to both actors alike; and which differences in perceptions about the role of empathy...
Available

Journal Article

A critical review on value co-creation: towards a contingency framework and research agenda

Wang, Xueqin; Wong, Yiik Diew; Teo, Chee-Chong; Yuen, Kum Fai

2019 Journal of Service Theory and Practice

doi:10.1108/jstp-11-2017-0209

Although a dominant marketing concept, value co-creation (VCC) is not without controversy. Inspired by value co-destruction (VCD), the purpose of this paper is to review the scattered literature on the uncertainties in collaborative value formation, synthesising contingency factors of value...
Available

Journal Article

Customer deference to service providers in ordinary service encounters

Wongkitrungrueng, Apiradee; Nuttavuthisit, Krittinee; Szabo-Douat, Teodora; Sen, Sankar

2019 Journal of Service Theory and Practice

doi:10.1108/jstp-02-2018-0031

The purpose of this paper is to explore the nature of customer deference to service providers in service encounters, and articulate its chief antecedents, experiences and consequences.Design/methodology/approachData were collected in Thailand, using critical incident technique. A total of 253...
Available

Journal Article

The effects of social undermining on employee voice and silence and on organizational deviant behaviors in the hotel industry

Jung, Hyo Sun; Yoon, Hye Hyun

2019 Journal of Service Theory and Practice

doi:10.1108/jstp-06-2018-0131

Drawing on social identity theory, the purpose of this paper is to examine whether social undermining significantly influences employee voice (or silence) and organizational deviant behavior in the hotel industry regarding three types of social undermining: by supervisor, coworker and...

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