Concepedia

Service Narratives

Service Narratives is a theoretical construct within service communication that systemically organizes experiential, interactional, and relational dimensions of service encounters into coherent story forms to explain, interpret, or shape stakeholder perceptions and behaviors.

50

Publications

3.9K

Citations

120

Authors

88

Institutions

Publications per year

2017–2026

13

Parents

Publications

50

Characterizing Value as an Experience

Anu Helkkula, Carol Kelleher, Minna Pihlström · Journal of Service Research · 2012 · 595 citations

, , +9

Communicating Experiences: A Narrative Approach to Creating Service Brand Image

Dan Padgett, Douglas E. Allen · Journal of Advertising · 1997 · 485 citations

, , +15

A passion for service: Using content analysis to explicate service climate themes.

Benjamin Schneider, Jill K. Wheeler, Jonathan F. Cox · Journal of Applied Psychology · 1992 · 363 citations

, , +8

Extraordinary Experiences through Storytelling

Lena Mossberg · Scandinavian Journal of Hospitality and Tourism · 2008 · 273 citations

, , +10

Drivers of customers' service experiences: a study in the restaurant industry

Ute Walter, Bo Edvardsson, Åsa Öström · Managing Service Quality · 2010 · 201 citations

, , +12

1–5 of 50

Authors

120

  1. AH
    Anu Helkkula

    Hanken School of Economics, Finland

    3 publications · 716 citations

    3

    h-index

  2. JK
    Jill K. Wheeler

    University of Maryland, College Park, United States

    2 publications · 388 citations

    2

    h-index

  3. MP
    Minna Pihlström

    Hanken School of Economics, Finland

    2 publications · 639 citations

    2

    h-index

  4. BS
    Benjamin Schneider

    University of Maryland, College Park, United States

    2 publications · 388 citations

    2

    h-index

  5. JF
    Jonathan F. Cox

    University of Maryland, College Park, United States

    2 publications · 388 citations

    2

    h-index

1–5 of 120

Institutions

88

  1. Hanken School of Economics

    Helsinki, Finland

    3 h-index

    5 publications

    1.4K citations

  2. Karlstad University

    Karlstad, Sweden

    2 h-index

    2 publications

    270 citations

  3. Aalto University

    Espoo, Finland

    2 h-index

    3 publications

    901 citations

  4. University College Cork

    Cork, Ireland

    2 h-index

    2 publications

    644 citations

  5. University of Hawaiʻi at Mānoa

    Honolulu, United States

    1 h-index

    1 publications

    131 citations

  6. University of Limerick

    Limerick, Ireland

    1 h-index

    1 publications

    17 citations

  7. University of Maryland, College Park

    College Park, United States

    1 h-index

    1 publications

    363 citations

  8. Victoria University of Wellington

    Wellington, New Zealand

    1 h-index

    2 publications

    32 citations

1–8 of 88

Venues

  1. Journal of Service Research

    JSR · 2 publications · 761 citations

    2

    h-index

  2. Managing Service Quality

    MSQ · 2 publications · 241 citations

    2

    h-index

  3. Journal of Applied Psychology

    2 publications · 388 citations

    2

    h-index

  4. Qualitative Social Work

    QSW · 2 publications · 38 citations

    2

    h-index

  5. Qualitative Health Research

    QHR · 2 publications · 47 citations

    2

    h-index

1–5