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...

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...