Skip to main content


Service Business

An International Journal

Service Business OnlineFirst articles

12.05.2020 | Theoretical article

A service analytic approach to studying patient no-shows

Patients who fail to show up for an appointment are a major challenge to medical providers. Understanding no-shows and predicting them are keys to developing a proactive strategy in healthcare operations. In this study, we propose a data analytics …

08.05.2020 | Empirical article

Analysis of the relationship between the perceived extent of a tourist destination and smartphone use

This study considers the relationship between lack of interest (as a leisure constraint), practical travel motivation (desire to visit famous and recommended destinations), and tourists’ perception that a destination has enough to see and …

13.04.2020 | Empirical article

Social exchange approach, job satisfaction, and turnover intention in the airline industry

This paper investigates the effects of social exchange relationships on job satisfaction and turnover intention in the airline industry. To this end, two constructs of social exchange relationships perceived by flight attendants in South Korea are …

24.02.2020 | Empirical article Open Access

Customer compliance with employee fuzzy requests in service encounters: a self-determination theory perspective

This research proposes a theoretical model to explain customer compliance with employee fuzzy requests in service encounters from a self-determination theory perspective. Utilizing data collected from 382 car-hailing users in south China, the …

06.02.2020 | Empirical article Open Access

Overcompensation as a service recovery strategy: the financial aspect of customers’ extra effort

Compensation is one of the most important elements of service. Companies often pursue a strategy of overcompensation; however, there are contradictory results in the literature whether overcompensation has a positive or negative effect on …

Aktuelle Ausgaben

Über diese Zeitschrift

Service Business presents the most advanced business research on the service sector. International and multidisciplinary in approach, the journal investigates both the profit and non-profit areas of the service sector.

Authors share their experiences in developing, implementing, and evaluating their business decisions and strategies. Moreover, they explore not only the latest research and methodologies in the field, but also examine the theoretical and managerial implications and future research opportunities in the service sector.

The editorial review board, consisting of leading international scholars and practitioners, ensures top-quality content. Readers will find rigorous conceptual and empirical papers, practice-oriented papers, teaching-oriented papers, case studies, book reviews, conference reports, and periodic special issues.

Officially cited as: Serv Bus

Weitere Informationen