Andreas T. Lechner, Frank Mathmann, Michael Paul First Published December 14, 2020 Research Article https://doi.org/10.1177/1094670520975148 Abstract Service firms invest much to ensure authentic and positive emotion displays from frontline employees. And yet, inauthentic positive displays (fake smiles) remain common, and at times, employees even show authentic negative displays (e.g., anger), thereby compromising service performance. Customer reactions to such unwanted […]

Chasing Beauty in the Coproduction of Aesthetic Services Aphrodite Vlahos, Anna E. Hartman, Julie L. Ozanne First Published December 6, 2021 Research Article https://doi.org/10.1177/10946705211047983 Abstract Prior research stresses the importance of consumer participation in service coproduction. We examine the coproduction of aesthetic services, which are services in which beauty is a critical outcome. Consumers face challenges communicating their aesthetic […]

Call for Papers for a Special Issue of the Journal of Service Research. Sustainable Service Guest Editors: Aksoy L., Keiningham T. & Malthouse E. Deadline: 1 May 2022 The Journal of Service Research (JSR) invites competitive article submissions for a special issue on Sustainable Service. The goal of the special issue is to stimulate research on service sustainability. JSR is broad, […]

Join us in congratulating the winners for the JSR best paper published in 2020, and the best reviewer and outstanding associate editor of the year, as well as the awards’ finalists! Best Paper Award Winners Valarie A. Zeithaml, Katrien Verleye, Isabella Hatak, Monika Koller, and Alexander Zauner (2020), “Three Decades of Customer Value Research: Paradigmatic Roots […]

The latest issue of the Journal of Service Research (JSR) (volume 24, issue 3) is now available. For a limited time, the lead article, “Service Research Priorities: Managing and Delivering Service in Turbulent Times,” is open access until July 17. This is the JSR sequel on Service Research Priorities (previously 2010, 2015, and now 2021). Please follow […]

The JSR article “Customer Engagement Behavior: Theoretical Foundations and Research Directions” by Jenny van Doorn, Katherine N. Lemon, Vikas Mittal, Stephen Nass, Doreén Pick, Peter Pirner, and Peter C. Verhoef has been recognized by SAGE publications as one of the winners of their 10-Year Impact Award. You find more information on the award here: https://www.eurekalert.org/pub_releases/2021-06/s-s1i061521.php