Journal of Service Science 

About: Journal of Service Science is an academic journal. The journal publishes majorly in the area(s): Service (business) & Service provider. Over the lifetime, 96 publications have been published receiving 1224 citations.

Drivers of customer loyalty in a retail store environment

Abstract: The determinants of customer loyalty are identified for a large U.S. retailer based on a survey of 972 customers. An ordered logistic regression is used to estimate the proportion of a retailers customers who are willing to recommend the retailers products to others based on survey results. Statistical results document that service quality, product quality and brand image drive customer loyalty as measured by a customers willingness to recommend the retailers products to other people. Service management managers can improve these drivers of customer loyalty by better training, recognition and reward programs, day-to-day store operations, and job, product, process and store design. Given the general research objective of defining a universal model of what drives customer loyalty in a diverse set of industries, this research provides additional statistical evidence to support the theory that brand image, product quality, and service quality determine customer loyalty.

Design for Value Co-Creation: Exploring Synergies Between Design for Service and Service Logics

Abstract: Design for Value Co-Creation: Exploring Synergies Between Design for Service and Service Logics

From Push To Pull: Emerging Models For Mobilizing Resources

Abstract: The signs are around us. We are on the cusp of a shift to a new common sense model that will re-shape many facets of our life, including how we identify ourselves, participate with others, connect with others, mobilize resources and learn. This paper will focus on only one facet of this new common sense model emerging approaches for mobilizing resources.

Creation Nets: Harnessing The Potential Of Open Innovation

Abstract: Open innovation has become the latest management buzzword. We would have to look long and hard to find an executive who does not agree with the basic premise of open innovation that success in coming up with creative new value to offer to the marketplace depends upon connecting effectively with other companies. Executives realize they simply cant do it alone. Virtually all of them now buy into the wisdom of Bill Joys observation that there are always more smart people outside your company than within.

The effect of standardization and customization on service satisfaction

Abstract: Standardization versus customization in service design is a topic of considerable discussion and debate. While it is recognized that service providers need to standardize or customize their services, it is unclear how such efforts may affect customer satisfaction. We hypothesize that standardization and customization may contribute to service satisfaction in a nonlinear fashion, and simultaneous efforts of standardizing and customizing service may not produce synergy in affecting customer perceptions of service. Empirical data collected from a sample of automobile after sale service customers offer considerable support for these hypotheses.