J Service Theory Prac
Introduction
Journal of Service Theory and Practice, 34(5)
INTEREST CATEGORY: SERVICE
POSTING TYPE: TOCs
Why do companies integrate products and services? Linking decision-makers’ personality traits and decision-making logics
—Wim Coreynen, Johanna Vanderstraeten, Joeri van Hugten, Arjen van Witteloostuijn []
Empowering frontline service employees: examining the link between psychological empowerment, prosocial motivation and proactive behavior through the lens of horizontal collectivism
—Juman Iqbal, Shameem Shagirbasha, Kumar Madhan []
Brand avatar present or absent? Investigate brand avatar and consumer forgiveness in public apology
—Xueying Wang, Yuexian Zhang []
When and why does customization reduce booking cancellations? Field evidence from two hotels
—Frank Mathmann, Di Wang, Jesse Elias Christian []
ChatGPT and service: opportunities, challenges, and research directions
—Marianna Sigala, Keng-Boon Ooi, Garry Wei-Han Tan, Eugene Cheng-Xi Aw, Tat-Huei Cham, Yogesh K. Dwivedi, Werner H. Kunz, Kate Letheren, Anubhav Mishra, Rebekah Russell-Bennett, Jochen Wirtz []
The quest for delightful experiences and profitable enterprises: how customer delight impacts financial performance
—Edwin Torres, Murat Kizildag, Jongwon Lee []