journal of service research

Environmental and Social Sustainability Methods in Online and In-Person Shopping
Business and Management INK
January 30, 2024

Environmental and Social Sustainability Methods in Online and In-Person Shopping

Read Now
Using Affective Displays to Predict Customer Satisfaction
Business and Management INK
January 24, 2024

Using Affective Displays to Predict Customer Satisfaction

Read Now
Improving Well-being in Families of Children with Additional Needs
Business and Management INK
September 25, 2023

Improving Well-being in Families of Children with Additional Needs

Read Now
Conscious Empathic AI in Service
Business and Management INK
August 2, 2023

Conscious Empathic AI in Service

Read Now
Customer Incivility: A Call for Constructive Resistance

Customer Incivility: A Call for Constructive Resistance

Conventional wisdom suggests that frontline employees should appease uncivil customers to resolve the unpleasant situation as quickly as possible and minimize the distraction and associated damage. However, this approach has not been effective in reducing or stopping customer incivility.

Read Now
­Resilience in the Face of Adversity: Frontline Employees as ‘Heroes’

­Resilience in the Face of Adversity: Frontline Employees as ‘Heroes’

Dubbed “The Great Resignation,” a record-breaking trend of employees quitting their jobs leads these researchers to study resilience in frontline employees.

Read Now
Sales Promotions and Restrictions: Customers Want the Bad News First

Sales Promotions and Restrictions: Customers Want the Bad News First

Sales promotions usually list the discount before the restriction. But is this “good news then bad news” structure really the best practice?

Read Now
Rethinking Readiness: What it Takes for Your Customers and Employees to Succeed in Today’s Networked Service Environments

Rethinking Readiness: What it Takes for Your Customers and Employees to Succeed in Today’s Networked Service Environments

Today, customers and employees need a broader form of “readiness” to successfully face fundamentally altered capability and motivational demands. Enter ‘actor ecosystem readiness.’

Read Now
How to Recover Customer Trust After Unsatisfactory Service

How to Recover Customer Trust After Unsatisfactory Service

[We’re pleased to welcome Kenny Basso of IMED Business School. Kenny recently published an article in Journal of Service Research, entitled “Trust […]

Read Now
Congratulations to Seigyoung Auh of Journal of Service Research!

Congratulations to Seigyoung Auh of Journal of Service Research!

We are delighted to congratulate Seigyoung Auh, winner of Journal of Service Research‘s Best Reviewer Award! Dr. Auh, kindly provided us with […]

Read Now
Journal of Service Research Invites Research on Health Service

Journal of Service Research Invites Research on Health Service

 Journal of Service Research is now accepting research for the upcoming special section entitled “Health Service Research: A Multidisciplinary Perspective,” which will […]

Read Now
Sneak Preview of the August Issue of Journal of Service Research!

Sneak Preview of the August Issue of Journal of Service Research!

Journal of Service Research is a leading service research journal, offering an international and multidisciplinary perspective on the best management practices in […]

Read Now
[mailpoet_form id="1"]