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September 23, 2025Journal of Service Theory and Practice

Exploring the role of time in service: a mapping review based on temporal orientations and their cognitive actions

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Authors

SVSelien VancailliePGPaul GemmelLALinda Alkire

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Overview

Mapping review highlights subjective time orientations and cognitive actions in service, suggesting new opportunities for engagement.

Key Points

  • The review shows a shift from objective to subjective time orientations in service research, particularly in customer experience.
  • Key findings reveal a focus on intrasubjective time, while intersubjective time remains underexplored, indicating new research avenues.
  • A mapping review of major service journals was performed to analyze how temporal orientations and cognitive actions are represented.
  • This study calls for service designs to consider how different actors perceive and interpret time to improve customer interactions.

Cite This Study

Vancaillie et al. (2025) studied this question.

synapsesocial.com/papers/68d4724731b076d99fa6ab40https://doi.org/10.1108/jstp-11-2024-0397
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