Service management

Browse publications topics by specialization category: Service Management

2016 and Forthcoming

Clair, J., Ladge, J. & Cotton, R. (2016) Coping with the Effects of Emotionally Difficult Work. Harvard Business Review. August 16, 2016.

*Damali, U., Miller, J., Frendendall, L., Moore, D. & Dye, C. (Forthcoming). Co-Creating Value Using Customer Training and Education in a Healthcare Service Design. Journal of Operations Management.

Steinke, C., & Elangovan, A. R. (Elango). (2016). Elemental Nursing: Knowing, Doing, Being. Canadian Nurse. March 2016.

*Hrenyk, J. & Grant, R. (Forthcoming). An Exploration of Crowdfunding on Kickstarter Canada. Journal of Strategic Innovation and Sustainability.

*Nair, S., Cohen, D.G. & Meyer, C. (Forthcoming). The Role of Professional Service Providers During the Initial Stages of International Entrepreneurship: A Neo-Institutionalist View. International Journal of Entrepreneurship and Small Business.

Victorino, L. & Dixon, M. (2016) Testing Service Innovation: A methodological review of video experiments. Service Science. 8(2): 234-246.


Meyer, C.R., Skaggs, B.C., Nair, S., &  Cohen, D.G. (2015). Customer interaction uncertainty, knowledge, and service firm internationalization.  Journal of International Management, 21(3), 249-259.

Suddaby, R. & Muzio D. (2015). Theoretical perspectives on the professions. In L. Empson, D. Muzio, J. Broschak, & C.R. Hinings (Eds.). Oxford Handbook of Professional Services Firms (In Press). Oxford: Oxford University Press.


Tax, S.S., Kim, S. & Nair, S. (2013). Getting the right pay off from customer penalties. Business Horizons, Vol. 56 Issue 3, p377-386.

Tax, S.S., McCutcheon, D. Wilkinson, I.F., (2013). The Service Delivery Network (SDN): A customer-centric perspective of the customer journey. Journal of Service Research, 16 (4) 454-470. 

Garnefeld, I., Eggert, A., Helm, S. V., and  Tax S.S. (2013). Growing existing customers' revenue streams through customer referral programs. Journal of Marketing, July 2013, Vol. 77, No. 4, pp. 17-32.


Read, M.J.B., Colgate, M., Corwin, V. & Tax, S.S. (2012).  Helping create service 'experts': The opportunity for an athletic approach in service organizations. International Journal of Mentoring and Coaching, X (1) 24-37.

Victorino, L., Verma, R., Wardell, D & Bonner, B. (2012).  Can customers detect script usage in service encounters? An experimental video analysis.  Journal of Service Research.

Victorino, L. & Bolinger, A. (2012).  Scripting employees: An exploratory analysis of customer perceptions.  Cornell Hospitality Quarterly, 53 (3) 196-206.


Kelley, H., Chiasson, M., Downey, A. & Pacaud, D. (2011). The clinical impact of eHealth on the self-management of diabetes: A double adoption perspective. Journal of the Association for Information Systems12(3), 1-26.

Ganley, D. (2011). Social motivations to pay for services: Lessons from virtual communities. Electronic Markets21(3), 177-184.


Baggs, J., Beaulieu, E., Fung, L. (2010).  Are Service Firms Affected by Exchange Rate Movements? Review of Income and Wealth56(1), 156-176.


Victorino, L., Karniouchina, E. & Verma, R. (2009). Exploring the use of the abbreviated technology readiness index for hotel customer segmentation. Cornell Hospitality Quarterly, 50(3), 342-359.


Victorino, L., Verma, R. & Wardell, D. (2008). Service scripting: A customer's perspective of quality and performance. Cornell Hospitality Report8(20).

Victorino, L., Verma, R., Anderson, C., Dixon, M., Enz, C. & Thompson, G. (2008). Key elements in service innovation: Insights for the hospitality industry. Cornell Hospitality Report8(18).


Chandrashekaran, M., Tax, S.S., Rotte, K. & Grewal, R. (2007). Satisfaction strength and customer loyalty. Journal of Marketing Research44(1), 153-163.


Tax, S.S., Colgate, M. & Bowen, D.E. (2006). How to prevent your customers from failing. MIT Sloan Management Review47(3), 30-38.

Rotte, K.N., Chandrashekaran, M., Tax, S.S. & Grewal, R. (2006). Forgiven but not forgotten: Covert uncertainty in overt responses and the paradox of defection-despite-trust. Journal of Consumer Psychology16(3), 283-296.


Colgate, M., Buchanan-Oliver, M. & Elmsly, R. (2005). Relationship benefits in an internet environment. Managing Service Quality15(5), 426-436.

Colgate, M. & Smith, B. (2005). Relationships and the internet: The mediating role of a relationship banker. Journal of Financial Services Marketing10(2), 140-151.

Alexander, N. & Colgate, M. (2005). Customers’ responses to retail brand extensions. Journal of Marketing Management21(3-4), 393-419.

Colgate, M. & Lang, B. (2005). Positive and negative consequences of a relationship manager strategy: New Zealand banks and their small business customers. Journal of Business Research58(2), 195-204.


Stuart, I., & Tax, S.S. (2004). Toward an integrative approach to designing service experiences: Lessons learned from the theatre. Journal of Operations Management22, 609-627.


Colgate, M., Nguyen, V. and Lee, C. (2003). Switching barriers in New Zealand. University of Auckland Business Review, 5(1), 23-32.


Colgate, M. & Alexander, N. (2002). Benefits and Barriers of Product Augmentation: Retailers and Financial Services. Journal of Marketing Management2(2), 23-36.

Colgate, M. & Alexander, N. (2002). Retailers and Diversification: The Financial Service Dimension, Journal of Retailing and Consumer Services9, 1-11.


Colgate, M. & Hedge, R. (2001). An investigation of the switching process in retail banking. International Journal of Bank Marketing19(5), 201-213.

Colgate, M. & Norris M. (2001). Developing a comprehensive picture of service failure. International Journal of Service Industry Management12(3), 215- 233.

Colgate, M. & Lang, B. (2001). Switching barriers in consumer markets: An investigation of the financial services industry. Journal of Consumer Marketing18(4), 332-347.

Sajeev, V. & Colgate, M. (2001). The Role of price perceptions in an integrated model of behavioral intentions. Journal of Service Research3(3), 232-241.


Colgate, M. & Danaher, P. (2000). Implementing a customer relationship strategy: The asymmetric impact of poor versus excellent execution. Journal of the Academy of Marketing Science28(3), 373-385.

Colgate, M. (2000). Marketing and marketing information system sophistication in retail banking: Empirical evidence from Australasia and Europe. The Service Industries Journal20(1), 139-152.

Dennett, C., Ineson, E., Stone, G. & Colgate, M. (2000). Pre-bookable services in the chartered airline industry: Increasing satisfaction through differentiation. The Service Industries Journal20(2), 82-90.

Alexander, N. & Colgate, M. (2000). Retail financial services: Transaction to relationship marketing. European Journal of Marketing, 34(9/10), 232-241.

Colgate, M. & Norris, M. (2000). Why customers leave or decide not to leave their bank. University of Auckland Business Review2(2), 40-51.

Tax, S.S. (2000). Kundenbeschwerden: Was fairness bringt. Harvard Business Manager10(1), 94-107.

Tax, S.S. (2000). Measuring word of mouth in consumer research: The questions of who and when. Journal of Marketing Communication6, 185-199.