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Journal of Service Theory and Practice Volume 32 Issue 3

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

Available

Journal Article

Designing energy solutions: a comparison of two participatory design approaches for service innovation

Willmott, Taylor Jade; Hurley, Erin; Rundle-Thiele, Sharyn

2022 Journal of Service Theory and Practice

doi:10.1108/jstp-03-2021-0040

Participatory design involves users and other key stakeholders in processes that aim to ensure solutions generated meet their needs. This paper compares the processes and outcomes of two participatory design approaches (design thinking and co-design) to examine their utility in co-creating...
Available

Journal Article

How and when does job crafting contribute to franchised restaurant managers' service performance? The moderation of headquarter control systems

Hur, Won-Moo; Shin, Yuhyung; Hwang, Hansol

2022 Journal of Service Theory and Practice

doi:10.1108/jstp-10-2021-0214

This study aims to explore how and when managers' job crafting contributes to their service performance. The first objective of the research was to assess the mediating relationship between franchised restaurant managers' job crafting, work engagement and service performance. Its second objective...
Available

Journal Article

Fostering engagement among emotionally exhausted frontline employees in financial services sector

Sahi, Gurjeet Kaur; Roy, Sanjit K.; Singh, Tisha

2022 Journal of Service Theory and Practice

doi:10.1108/jstp-08-2021-0175

This study investigates the role of personal resource (i.e. psychological empowerment) in reducing the negative impact of emotional exhaustion of frontline employees on their engagement. It also examines the moderating effects of ethical climate and transformational leadership in mitigating the...
Available

Journal Article

How does relationship length influence donation amount over time for regular members of nonprofit organizations – the moderating role of donation frequency

Minguez, Ana; Sese, F. Javier

2022 Journal of Service Theory and Practice

doi:10.1108/jstp-05-2021-0084

The purpose of this study is to investigate whether a U-shaped relationship exists between the length of time a donor has been a regular member in a nonprofit organization and the amount donated over time. In addition, this research analyzes whether this relationship is moderated by donation...
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Journal Article

Coping with no-show behaviour in appointment services: a multistage perspective

Xu, Xiaoyan; Hu, Miao; Li, Xiaodong

2022 Journal of Service Theory and Practice

doi:10.1108/jstp-08-2020-0196

This study aims to help businesses cope with consumers' no-show behaviour from a multistage perspective. It specifically identifies no-show reasons at each stage of appointment services and proposes the corresponding coping strategies.Design/methodology/approachBy focusing on an outpatient...

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