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Engaging in our future through the transformational nature of services

This eBook was kindly offered by the current Editors of the Journal of Service Theory and Practice as part of an on-going initiative to maintain a strong link with the community of the Australian and New Zealand Marketing Academy (ANZMAC). Service-related chapters were invited for this eBook from the submissions at the Conference of the Australian and New Zealand Marketing Academy (ANZMAC) held at the University of Auckland Business School in 2013. Although the chapters in this eBook represent only a small fraction of the presentations at ANZMAC, the six excellent chapters included in this eBook highlight key areas that accentuate the current trends in service research.


Achieving growth – quality of work life ambidexterity in small firms,Determining value in a complex service setting,Factors influencing back pain treatment behaviour change,Feeling nickeled and dimed – consequences of drip pricing,Guest editorial,Stigmatized service workers in crisis: mitigating the effects of negative media,The impact of word of mouth on service purchase decisions: examining risk and the interaction of tie strength and involvement

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