During the last decade, individual competencies and soft skills have reached a position of
paramount importance among scholars in different fields. Yet, there seems to be a lack of …

Purpose The growing service sector has experienced several revolutions that have
transformed the way services are created and delivered. In parallel, services increasingly …

Although chatbots have been widely used in dealing with service complaints, knowledge
about the recovery performance of chatbots is limited. Drawing upon lay belief and …

Purpose Journal of services marketing (JSM) is a leading journal that has published cutting-
edge research in services marketing over the past 34 years. The main objective of this paper …

Purpose This paper aims to explore the effects of interpersonal conflicts in the social
workplace on various rationalized, knowledge-hiding behaviors in service organizations …

Abstract Service management researchers have clearly demonstrated that customers
experience various emotions in service failure situations. In comparison, hospitality …

Abstract Service failure and recovery research has primarily explored employees' emotional
intelligence but has largely overlooked customers' emotional intelligence. This study …

Purpose In industrial procurement, the concept of supplier satisfaction has gained
increasing attention. Satisfied suppliers have been found to provide better prices, more …

The pervasiveness of self-service technologies (SSTs) in the service industry has led to
renewed interest in SST failure and recovery. Understanding how customers respond to SST …

Purpose Despite double deviation being an acknowledged phenomenon in services
marketing, less research has been devoted to the evaluation of the underlying relationships …