J Service Theory Practice
Introduction
Journal of Service Theory and Practice, 34(4)
INTEREST CATEGORY: SERVICE
POSTING TYPE: TOCs
Misery loves company: evaluation of negative e-WOM effects at the post-service recovery stage
—Aditi Sarkar Sengupta, Marla Royne Stafford, Alexa K. Fox []
The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM
—Süleyman Çelik, Öznur Özkan TektaÅŸ, Bahtışen Kavak []
Spoken service language for customer well-being in a transformative service context: residential aged care
—Madalyn Anne Scerri, Rajka Presbury []
Financial performance response of manufacturers to servitization: curvilinear relationship mediated by service business focus and moderated by digital technology application
—Beini Liu, Zhenyan Li, Yaoyao Fu []
How to respond to negative online reviews: language style matters
—Shu Zhang, Lixun Su, Weiling Zhuang, Barry J. Babin []
Comparing three contract types to optimize profits in service firm – digital service platform relationships
—Richard Tarpey, Jinfeng Yue, Yong Zha, Jiahong Zhang []