MA and IB researchers receive a best paper award for servicescape research

20.12.2021

The paper “Autonomy or Security? Core Value Trade-Offs and Spillovers in Servicescapes for Vulnerable Customers“ written by Birgitta Sandberg (TSE, International Business), Leila Hurmerinta (TSE, Marketing), Henna Leino (TSE, International Business) and Mira Menzfeld (University of Zürich, Religious studies) has received the best paper award of the special issue on Unintended Consequences in Transformative Service Research in the Journal of Service Research.  The paper demonstrates how the autonomy-security trade-offs originate in different dimensions of servicescapes and reveals how individual customers' core values may conflict with the core purposes of the respective servicescapes. The paper also contributes to the discussion on customer vulnerability by considering vulnerability in the extended customer entity and by identifying the active coping mechanisms of vulnerable customers. Journal of Service Research is the flagship service journal with the impact factor 10.667. 

Link to the paper: https://journals.sagepub.com/doi/full/10.1177/10946705211012472

Created 20.12.2021 | Updated 20.12.2021