Explores the richness of meaning that has grown up around the service concept in the
management literature. Examines the subtleties which arise when “service” is used to …

Purpose–The purpose of the paper is to discuss critically the implications of an unlimited
broadening of the understanding of service. Design/methodology/approach–The position of …

This paper outlines the development of research in the domain of service (s) marketing from
its birth as an area of academic study in the 1960s/1970s to the current time. It identifies four …

Purpose–Focusing on one main research question: how is the phenomenon “service”
portrayed within service research?, the aim is to describe and analyze how the concept of …

This paper presents a literature review in the area of services marketing and management
from 1986 to the present. An electronic library search under the key words" service …

The Handbook is organized in six major sections: The service setting, demand
management, service excellence and profitability, service recovery, service relationships …

During the past 5 years, there have been more articles in JSR on service marketing than on
any other area of service research. It is undeniable that the service marketing area has been …

Scholars and researchers have given significant attention to how the marketing of services
differs from the marketing of goods (Berry 1980; Sasser 1976; Zeithaml, Berry and …

This chapter discusses a Unified Service Theory (UST) that has been set forth as a
foundational paradigm for Service Operations, Service Management, and now Service …

Purpose–The purpose of this paper is to review the characterisation of the concept of service
experience in service marketing research. Design/methodology/approach–Using content …