{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,1,8]],"date-time":"2026-01-08T00:26:32Z","timestamp":1767831992924,"version":"3.49.0"},"reference-count":123,"publisher":"Emerald","issue":"4","license":[{"start":{"date-parts":[[2020,12,9]],"date-time":"2020-12-09T00:00:00Z","timestamp":1607472000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JOSM"],"published-print":{"date-parts":[[2021,6,10]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>Dyadic interactions between customers and service providers rarely occur in isolation. Still, there is a lack of systematic knowledge about the roles that different types of nontechnological third parties \u2013 that is, other customers, pets, other employees and other firms \u2013 can adopt in relation to customers and service providers during encounters. The present study aims to unravel these roles and highlight their implications for customers, service providers and\/or third parties.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>This research relies on a systematic review of literature in the Web of Science using a search string pertaining to the research study\u2019s objectives. In total, 2,726 articles were screened by title and abstract using clear inclusion and exclusion criteria, thereby extracting 189 articles for full-text eligibility. The final sample consisted of 139 articles for coding and analysis.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The analyses reveal that other customers, pets, other employees and other firms can adopt five roles: bystander, connector, endorser, balancer and partner. Each role has different implications for customers, service providers and\/or third parties. Additionally, the five roles are associated with distinct constellations of the customer, the service provider and the third party. These roles and constellations are dynamic and not mutually exclusive.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This research contributes to the service encounter literature by providing a thorough understanding of the various third-party roles and their implications for customers, service providers and\/or third parties during encounters. As such, this research sheds light on the conditions under which third parties become \u201csignificant others\u201d in service encounters and identifies avenues for future research.<\/jats:p><\/jats:sec>","DOI":"10.1108\/josm-04-2020-0099","type":"journal-article","created":{"date-parts":[[2020,12,9]],"date-time":"2020-12-09T23:55:22Z","timestamp":1607558122000},"page":"533-559","source":"Crossref","is-referenced-by-count":21,"title":["From third party to significant other for service encounters: a systematic review on third-party roles and their implications"],"prefix":"10.1108","volume":"32","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-8355-3994","authenticated-orcid":false,"given":"Liliane","family":"Abboud","sequence":"first","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-2957-058X","authenticated-orcid":false,"given":"Nabila","family":"As'ad","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-9862-0317","authenticated-orcid":false,"given":"Nicola","family":"Bilstein","sequence":"additional","affiliation":[]},{"given":"Annelies","family":"Costers","sequence":"additional","affiliation":[]},{"given":"Bieke","family":"Henkens","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-6727-4175","authenticated-orcid":false,"given":"Katrien","family":"Verleye","sequence":"additional","affiliation":[]}],"member":"140","published-online":{"date-parts":[[2020,12,9]]},"reference":[{"key":"key2021060811364126800_ref001","doi-asserted-by":"crossref","unstructured":"Adams, J.S. 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