Purpose: In 2020, the Journal of Service Theory and Practice (JSTP), previously titled Managing Service Quality, celebrates its 30th anniversary. This study provides a retrospective of the evolution and contribution of the journal to service research by identifying its major trends, research...

The Naples Forum on Service is a biennial research conference. The three past forums have been characterized by original and stimulating discussions upon the forum themes with the three scientific pillars represented by Service Dominant logic, Network & Systems Theory and Service Science (look...

Purpose Absolute satisfaction ratings are widely used, but demonstrate a poor link to share of wallet, in part because this relationship is mediated and/or moderated by customer characteristics (including total spend in the category) and heterogeneity of scale usage. Relative satisfaction...

Purpose This paper proposes and empirically tests a theoretical model on how different customer engagement behaviors (CEBs), such as giving feedback and helping other customers, affect the role stress–job strain relationship among frontline employees. Design/methodology/approach Drawing from...

Purpose The purpose of this study is to determine the state of research in quality management in higher education institutions based on a review of the academic literature. The aim is to provide universities with the best evidence for informing their focus and models for quality improvement....

Purpose This article investigates the role of frontline employees in service innovation from a service-dominant logic perspective. Frontline employees lack a formal innovation obligation. Service innovation is a resource integration process resulting in the creation of new value propositions....

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...

Purpose This study explores customers’ reactions to waiting experiences in service encounters. It seeks to explore the key driving features determining customer satisfaction and dissatisfaction with waiting experiences during service encounters. The main challenge for service organisation is...

Cover -- Editorial advisory and review boards -- Guest editorial -- Broadening brand engagement within the service-centric perspective -- Branded marketing events:engaging Australian and French wine consumers -- Consumer construal of separation in virtual services -- A multilevel consideration...