Service Business

2007 - 2025

Current editor(s): S.M. Lee and J. Millet Roig

From:
Springer
Pan-Pacific Business Association
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Volume 15, issue 4, 2021

Infusing tribal reciprocity into service research: towards an integrated and dynamic view of repayment, retaliation and restorative justice for regenerative service ecosystem wellbeing pp. 563-586

Jörg Finsterwalder and Alastair G. Tombs

Structural relationships between psychosocial risk, relationship quality, need for cognition, and quarantine intentions: the case of the quarantine hotel pp. 587-611

Hung-Che Wu, Xiaolian Chen and Ya-Yuan Chang

Exploring the key success factors of films: a survival analysis approach pp. 613-638

Ahyun Kim, Silvana Trimi and Sang-Gun Lee

Impact of managerial control on the relationship between customer incivility and frontline employees’ up-selling behavior pp. 639-665

Won-Moo Hur, Tae-Won Moon and Minsung Kim

Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry pp. 667-694

Yang-Fei Tai, Yi-Chieh Wang and Ching-Ching Luo

Understanding customer-centric socialization in tourism services pp. 695-723

HsiuJu Rebecca Yen, Hoa Pham Thi and Eldon Y. Li

The privacy victim experience of SoLoMo services: impact on trust, service quality, and privacy concerns pp. 725-755

Heng-Li Yang and Ren-Xiang Lin

Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type pp. 757-779

Ramakrishna Salagrama, Sanjeev Prashar and T. Sai Vijay

Correction to: Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type pp. 781-781

Ramakrishna Salagrama, Sanjeev Prashar and T. Sai Vijay

Volume 15, issue 3, 2021

The thirty-year evolution of customer-to-customer interaction research: a systematic literature review and research implications pp. 391-444

Nguyen Bac Nguyen and João Carlos Rosmaninho Menezes

The size–growth relationship in the social services sector in Austria pp. 445-466

Stephanie Reitzinger and Astrid Pennerstorfer

Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy pp. 467-491

Jesús J. Cambra-Fierro, María Fuentes-Blasco, Rocío Huerta-Álvarez and Ana Olavarría

Transforming customer brand engagement to co-creation value through participation energy and effort pp. 493-514

Mai Thi My-Quyen and Le Nguyen Hau

What triggers usage of gift-giving apps? A comparison between users and non-users pp. 515-538

Wee-Kheng Tan and Ping-Hsin Liao

On the data-driven generation of new service idea: integrated approach of morphological analysis and text mining pp. 539-561

Mingyu Park and Youngjung Geum

Volume 15, issue 2, 2021

The survival of hotels during the COVID-19 pandemic: a critical case study in Vietnam pp. 209-229

Thinh Hoang, Ngan Tuyet Truong and Tam Nguyen

Industrial linkage and spillover effects of the logistics service industry: an input–output analysis pp. 231-252

Yong-Jeong Kim, Sang-Gun Lee and Silvana Trimi

Consumer-to-consumer reselling adoption among European countries: differences between old and young millennials pp. 253-279

Laura Lucia-Palacios, Victoria Bordonoba-Juste and Raúl Pérez-López

Value proposition as a catalyst for innovative service experience: the case of smart-tourism destinations pp. 281-308

Chia-Ying Li, Yu-Hui Fang and Badri Munir Sukoco

Key determinants of women’s entrepreneurial intentions in encouraging social empowerment pp. 309-334

Grisna Anggadwita, Veland Ramadani, Anggraeni Permatasari and Dini Turipanam Alamanda

Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine pp. 335-368

Kuo-Yan Wang, Mu-Lan Ma and Jing Yu

The relationship between brand experience and consumer-based brand equity in grocerants pp. 369-389

Hyeon Mo Jeon and Se Ran Yoo

Volume 15, issue 1, 2021

Challenge or opportunity? A case of tire rental servitization from financial and channel perspectives pp. 1-17

Myungjin Hyun and Jieun Kim

Service production in high captivity service firms pp. 19-43

Erim Ergene, Bruce Skaggs and Inigo Echeveste

The role of customers in the gig economy: how perceptions of working conditions and service quality influence the use and recommendation of food delivery services pp. 45-75

Daniel Belanche, Luis V. Casaló, Carlos Flavián and Alfredo Pérez-Rueda

The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services pp. 77-102

Miri Chung, Young-Hye Jang and Steven A. Edelson

Segmenting customers according to online word-of-mouth about hotels pp. 103-130

Beatriz Moliner-Velázquez, Maria Fuentes-Blasco and Irene Gil-Saura

Why do individuals word-of-mouth destinations they never visited? pp. 131-149

Wee-Kheng Tan and Ching-Hsiang Lin

Stakeholder sentiment in service supply chains: big data meets agenda-setting theory pp. 151-175

Ray Qing Cao, Dara G. Schniederjans and Vicky Ching Gu

Product-service systems evolution in the era of Industry 4.0 pp. 177-207

Paolo Gaiardelli, Giuditta Pezzotta, Alice Rondini, David Romero, Farnaz Jarrahi, Marco Bertoni, Stefan Wiesner, Thorsten Wuest, Tobias Larsson, Mohamed Zaki, Philipp Jussen, Xavier Boucher, Ali Z. Bigdeli and Sergio Cavalieri

Volume 14, issue 4, 2020

Resolving the tension between full utilization of contact tracing app services and user stress as an effort to control the COVID-19 pandemic pp. 461-478

Jaehun Joo and Matthew Minsuk Shin

Determinants of social commerce adoption in an emerging economy pp. 479-502

Tazizur Rahman, Yang Sok Kim, Mijin Noh and Choong Kwon Lee

Healthcare wearable devices: an analysis of key factors for continuous use intention pp. 503-531

Sang M. Lee and DonHee Lee

Customers’ acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness pp. 533-551

Hyeon Mo Jeon, Hye Jin Sung and Hyun Young Kim

Critical success factors in the sharing economy: a customer perspective pp. 553-576

Shiu-Li Huang and Ming-Yen Kuo

Correction to: Healthcare wearable devices: an analysis of key factors for continuous use intention pp. 577-577

Sang M. Lee and DonHee Lee

Volume 14, issue 3, 2020

Text mining for the evaluation of public services: the case of a public bike-sharing system pp. 315-331

Na Rang Kim and Soon Goo Hong

Customers’ psychological ownership toward the third place pp. 333-360

Jaehun Joo

The effects of culture shock on foreign employees in the service industry pp. 361-385

Hung-Sheng Lai, Hsin-Hui Hu and Zhang-Yu-Jing Chen

The COVID-19 response system and collective social service provision. Strategic network dimensions and proximity considerations pp. 387-411

José Antonio Belso-Martínez, Alicia Mas-Tur, Mariola Sánchez and María José López-Sánchez

Mindful co-creation of transformative service for better well-being pp. 413-437

Mai Thi My-Quyen, Le Nguyen Hau and Pham Ngoc Thuy

Impacts of service robots on service quality pp. 439-459

Ai-Hsuan Chiang and Silvana Trimi

Volume 14, issue 2, 2020

Overcompensation as a service recovery strategy: the financial aspect of customers’ extra effort pp. 187-216

Zsofia Kenesei and Zsofia Bali

Customer compliance with employee fuzzy requests in service encounters: a self-determination theory perspective pp. 217-240

Teng Teng, Shengliang Zhang, Xiaodong Li and Yuan Chen

Social exchange approach, job satisfaction, and turnover intention in the airline industry pp. 241-261

Minjoo Chung and Aeeun Jeon

Analysis of the relationship between the perceived extent of a tourist destination and smartphone use pp. 263-285

Wee-Kheng Tan and Pin-Ho Liou

A service analytic approach to studying patient no-shows pp. 287-313

Murtaza Nasir, Nichalin Summerfield, Ali Dag and Asil Oztekin

Volume 14, issue 1, 2020

“Untact”: a new customer service strategy in the digital age pp. 1-22

Sang M. Lee and DonHee Lee

Flying on the clouds: how mobile applications enhance impulsive buying of low cost carriers pp. 23-45

Edward C. S. Ku and Chun- Der Chen

Impact of organizational culture and capabilities on employee commitment to ethical behavior in the healthcare sector pp. 47-72

DonHee Lee

Examining the influence of brand-based value congruity: do the values of the International Olympic Committee really matter? pp. 73-99

Nicolas G. A. Lorgnier, Nicolas Chanavat, Che-Jen Su and Shawn M. O’Rourke

Service quality in blood donation: satisfaction, trust and loyalty pp. 101-129

Lucía Melián-Alzola and Josefa D. Martín-Santana

Tourist expectations and perception of service providers: a Brazilian perspective pp. 131-166

Mariana Marques Lima, Emerson Mainardes and Ricardo Rodrigues

Team innovation in retail services: the role of ambidextrous leadership and team learning pp. 167-186

La Anh Duc, Nguyen Dinh Tho, Dilupa Nakandala and Yi-Chen Lan