TOC: J Service Theory Prac
Introduction
!Journal of Service Theory and Practice, 27(1)
The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors
Aysin Pasamehmetoglu, Priyanko Guchait, J.B. Tracey, Christopher J.L. Cunningham, and Puiwa Lei
Customer delight: universal remedy or a double-edged sword?
Nadine L. Ludwig, Sven Heidenreich, Tobias Kraemer, and Matthias Gouthier
Implicit managerial theories about followers and customers
Sabine Hommelhoff
On happiness, sadness or indifference
Yit Sean Chong and Pervaiz K. Ahmed
Comparing benefit- and attribute-based menu assortments: an exploratory study
Eunjin Kwon and Anna Mattila
Value drivers and adventure tourism
Paul Williams, Geoff Soutar, Nicholas Jeremy Ashill, and Earl Naumann
Workplace relationship cohesion: an internal customers’ perspective
Debra Grace, Ceridwyn King, and Joseph Lo Iacono
Observing delightful experiences of other customers: the double-edged sword of jealousy and joy
Nadine L. Ludwig, Donald C. Barnes, and Matthias Gouthier
Employing proactive interaction for service failure prevention to improve customer service experiences
Hyunju Shin, Alexander E. Ellinger, David L. Mothersbaugh, and Kristy E. Reynolds
Enhancing service-for-service benefits: potential opportunity or pipe dream?
Alison Dean and Ghada Talat Alhothali
Digitalization challenging institutional logics
Maria Holmlund, Tore Strandvik, and Ilkka Lähteenmäki
Linking entrepreneurial orientation and small service firm performance through marketing resources and marketing capability
Phyra Sok, Lan Snell, Wai Jin (Thomas) Lee, and Keo Mony Sok
Delight and the grateful customer: beyond joy and surprise
Joan Ball and Donald C. Barnes
Unlocking behaviors of long-term service consumers: the role of action inertia
Matti Leppäniemi, Chanaka Jayawardhena, Heikki Karjaluoto, and David Harness
Leadership style and service orientation: the catalytic role of employee engagement
Sapna Popli and Irfan A. Rizvi