Journal of Service Theory and Practice

A transformative value co-creation framework for online services

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

The dynamic outcomes of service quality: a longitudinal investigation

Customer value cocreation activities: An exploration of psychological drivers and quality of life outcomes

To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers

Fintech: Research directions to explore the digital transformation of financial service systems

Customers’ value co-creation with healthcare service network partners: The moderating effect of consumer vulnerability

Role of commercial friendship, initiation and co-creation types

Exploring the moderating role of construal levels on the impact of process versus outcome attributes on service evaluations

Friend or foe? Chat as a double-edged sword to assist customers

The role of health locus of control in value co-creation for standardized screening services

Reacting to negative online customer reviews: Effects of accommodative management responses on potential customers

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

Customer deference to service providers in ordinary service encounters

What to say on social media and how: Effects of communication style and function on online customer engagement in China

Managing Engagement in an Emerging Economy Service

Mediation effects of service features on rapport–dependency link in emerging market

The toll of service climate on employees: an emotional labor perspective

Managing customer relationships in emerging markets: Focal roles of relationship comfort and relationship proneness

How does dysfunctional customer behavior affect employee turnover

Influence of service-entry waiting on customer’s first impression and satisfaction: The moderating role of opening remark and perceived in-service waiting

Volunteer engagement: conceptual extensions and value-in-context outcomes

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

Scaring the bras off women: the role of threat appeal, brand congruence, and social support in health service recruitment coping strategies

Examining the role of customer engagement in augmenting referral value: The moderated-mediation of relational and expertise value

Tough but not terrific: value destruction in men’s health

The role of empathy in the service experience

Applying Schema Resonance Model in live chat e-service