J Service Man
Introduction
Journal of Service Management, 32(1)
INTEREST CATEGORY: SERVICE
POSTING TYPE: TOCs
Leadership matters in crisis-induced digital transformation: how to lead service employees effectively during the COVID-19 pandemic
—Silke Bartsch, Ellen Weber, Marion Büttgen, Ariana Huber []
Beyond panic buying: consumption displacement and COVID-19
—Michael C. Hall, Girish Prayag, Peter Fieger, David Dyason []
Reframing service innovation: COVID-19 as a catalyst for imposed service innovation
—Kristina Heinonen, Tore Strandvik []
More than a feeling? Toward a theory of customer delight
—A. Parasuraman, Joan Ball, Lerzan Aksoy, Timothy Lee Keiningham, Mohamed Zaki []
Customer participation risk management: conceptual model and managerial assessment tool
—Uzay Damali, Enrico Secchi, Stephen S. Tax, David McCutcheon []
How Michelin-starred chefs are being transformed into social bricoleurs? An online qualitative study of luxury foodservice during the pandemic crisis
—Wided Batat []
Enterprise feedback management (EFM): what lies beyond the hype?
—Lerzan Aksoy, Sabine Benoit, Shreekant G. Joag, Jay Kandampully, Timothy Lee Keiningham, An L. Yan []
Customer delight during a crisis: understanding delight through the lens of transformative service research
—Donald C. Barnes, Jessica Mesmer-Magnus, Lisa L. Scribner, Alexandra Krallman, Rebecca M. Guidice []