Journal of Services Marketing
Issue(s) available: 238 – From Volume: 1 Issue: 1, to Volume: 38 Issue: 10
Volume 38
Volume 37
Volume 36
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Issue 8 2022
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Issue 7 2022 Broadening and Reinvigorating the Service Discipline to Reduce Human Suffering and Improve Well-Being
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Issue 6 2022
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Issue 5 2022
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Issue 3 2022
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Issue 2 2022
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Issue 1 2022 Mirror, mirror on the wall! Examining the bright and dark side of face and body beautification/modification services
Volume 35
Volume 34
Volume 33
Volume 32
Volume 31
Volume 30
Volume 29
Volume 28
Volume 27
Volume 26
Volume 25
Volume 24
Volume 23
Volume 22
Volume 21
Volume 20
Volume 19
Volume 18
Volume 17
Volume 16
Volume 15
Volume 14
Customer churn analysis using feature optimization methods and tree-based classifiers
Fatemeh Ehsani, Monireh HosseiniAs internet banking service marketing platforms continue to advance, customers exhibit distinct behaviors. Given the extensive array of options and minimal barriers to switching…
Cite me! Perspectives on coercive citation in reviewing
Suzan Burton, Debra Z. Basil, Alena Soboleva, Paul NesbitThis study builds on previous discussion of an important area for both academics and academic journals – the issue of reviewers inappropriately asking for (or “coercing”) citation…
Low-income consumers’ informal and formal financial service experiences: perceptions of access, inclusion, and social dependence
Mario Giraldo, Luis Javier Sanchez Barrios, Steven W. Rayburn, Jeremy J. SierraLow-income consumers’ perceptions of access and inclusion in financial services, remain underresearched. To fill this gap, the purpose of this study, is to investigate elements of…
Transformative value, communities and service designs for sustainability
Nicholas CatahanThe purpose of this transformative service research (TSR) is to apply, innovate on and extend the understanding of service-dominant logic (SDL) perspectives, sustainable service…
Enhancing CSR and purchase intent in service recovery: investigating the interplay of prosocial compensation, hedonic and luxury purchases
Sarah (Sa’arah) Alhouti, Kristina (Kris) Lindsey Hall, Thomas L. BakerAs a company’s corporate social responsibility (CSR) image can protect from the backlash of a service failure, it is important to remind customers of the company’s CSR commitment…
Customer gratitude expressions and FLEs’ prosocial behavior: insights from delighted customers
Michel TremblayThis study aims to investigate the impact of customers’ delight on the likelihood of frontline employees (FLEs) receiving expressions of gratitude from customers, as well as the…
I can’t get satisfaction: examining the moderating role of service brand authenticity in the relationship of imperfect experiences and satisfaction
Ioanna Anninou, Georgia Stavraki, Arne FlohThis study aims to examine the moderating role of dimensions of brand authenticity (continuity, credibility, integrity and symbolism) in the relationship between evaluations of…
Comprehending roles of virtual service assistant’s warmth and competence for service co-creation versus service recovery
Gunjan Dandotiya, Juhi Gahlot Sarkar, Abhigyan SarkarBased on the stereotype content model (SCM), this study aims to enrich comprehension of virtual service assistant (VSA)-enabled service delivery through two pivotal avenues…
Feeding trust: exploring key drivers, moderators and consequences related to food app usage
Swathi Ravichandran, Christian Nedu Osakwe, Islam Mahmoud Yousef Elgammal, Ghazanfar Ali Abbasi, Jun-Hwa CheahThis paper aims to utilize an extended involvement-commitment and trust commitment model to examine post-consumption decisions related to food delivery app use.
Authenticity matters: investigating virtual tours’ impact on curiosity and museum visit intentions
Gaukhar Chekembayeva, Marion GarausThis study aims to investigate the impact of virtual museum tours on intentions to visit on-site museums. Furthermore, the role of an authentic virtual tour experience and its…
Enhancing customer engagement behaviors via customer-to-customer interactions and identification
Vincent Jeseo, Matthew M. Lastner, Hulda G. BlackThe e-services market is expected to reach nearly $500bn globally by 2028. As this marketplace grows, customer-to-customer interactions (CCIs) occurring through virtual channels…
In-store augmented reality experiences and its effect on consumer perceptions and behaviour
Rekha Attri, Subhadip Roy, Sharuti ChoudharyThis study aims to explore the impact of augmented reality (AR) technologies on consumer information processing and value perceptions in physical stores. Specifically, it…
Investigating the role of metaverse influencers’ attributes for the next generation of services
Aman Kumar, Amit ShankarThe purpose of this research is to identify the most important attributes of metaverse influencers and examine their impact on customer engagement and social glue.
The use of implicit measures in service research: Why, how, when and what is the way forward?
Nanouk Verhulst, Hendrik Slabbinck, Kim Willems, Malaika BrengmanTo date, to the best of the authors’ knowledge, the use of implicit measures in the service research domain is limited. This paper aims to introduce implicit measures and explain…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum