Journal of Services Marketing
Issue(s) available: 197 – From Volume: 1 Issue: 1, to Volume: 34 Issue: 1
Category:
MarketingVolume 34
Volume 33
Volume 32
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Issue 7 2018
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Issue 6 2018
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Issue 5 2018 Challenges and Opportunities for Services Marketers in a Culturally Diverse Global Marketplace
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Issue 4 2018
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Issue 3 2018
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Issue 2 2018
Volume 31
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Issue 7 2017
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Issue 6 2017
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Issue 4/5 2017 Understanding Vulnerable, Stigmatized, and Marginalized Consumers in Service Settings
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Issue 3 2017
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Issue 2 2017
Volume 30
Volume 29
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Issue 6/7 2015 Fresh Thinking in Services Marketing: Contemporary, cutting-edge and creative thoughts
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Issue 5 2015
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Issue 4 2015
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Issue 3 2015
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Issue 2 2015
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Issue 1 2015
Volume 28
Volume 27
Volume 26
Volume 25
Volume 24
Volume 23
Volume 22
Volume 21
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Issue 7 2007
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Issue 5 2007 Business to business services multiple markets and multidisciplinary perspectives for the twentyfirst century
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Issue 4 2007
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Issue 3 2007
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Issue 2 2007
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Issue 1 2007
Volume 20
Volume 19
Volume 18
Volume 17
Volume 16
Volume 15
Volume 14
Volume 13
Volume 12
Volume 11
Volume 10
Volume 9
Volume 8
Volume 7
Volume 6
Volume 5
Volume 4
Volume 3
Volume 2
Volume 1
Does stress matter in mall experience and customer satisfaction?
Laura Lucia-Palacios, Raúl Pérez-López, Yolanda Polo-RedondoThis paper aims to demonstrate that stress is a relevant feeling to take into account in mall experience and customer satisfaction management. Furthermore, it is proposed…
Viewpoint: service marketing research priorities: service and marketing
Christian GrönroosThis paper aims to emphasize two key research priorities central to the domain of service marketing.
Reducing referral leakage: an analysis of health-care referrals in a service ecosystem
Genevieve Elizabeth O’Connor, L.A. CookThe purpose of this paper is to address a critical problem for health-care organizations: patient referral leakage. This paper explores the nature of patient referrals by…
I’ve got an idea! Exploring the antecedents of suggestion sharing in consumer services
Thomas BurnhamCustomer suggestions offer valuable insights to companies, and suggestion sharing is a form of engagement that strengthens customers’ relationships with firms. Yet…
How anthropomorphic cues affect reactions to service delays
Seth Ketron, Kelly NaletelichService delays are of significant concern to both consumers and companies – delays cost both groups billions of dollars and lead to consumer frustration and switching…
Witnessing verbal aggression: role of customers’ self-conscious emotions
Mehmet Okan, Ayse Banu ElmadagThis paper aims to examine the widespread effects of service actors’ verbal aggression on witness customers’ intentions toward the service organizations through their…
The halo effect of C2C interaction quality in prolonged close-proximity service settings
Jiyoung Kim, Sunmee Choi, Drew MartinApplying social capital and the social exchange theories to customer-to-customer (C2C) interactions, this study aims to propose that interaction quality perceptions affect…
Managing negative word-of-mouth: the interplay between locus of causality and social presence
Yi He, Ilyoung Ju, Qimei Chen, Dana L. Alden, Hong Zhu, Kaiyuan XiThis paper aims to describe the results of four studies that examine the interaction effects between locus of causality and social presence on consumers’ emotional…
The 4Cs of mass customization in service industries: a customer lens
Jessica L. Pallant, Sean Sands, Ingo Oswald KarpenIncreasingly, customers are demanding products that fit their individual needs. Many firms respond by cultivating product individualization via mass customization, often…
A transformative perspective of financial services for the unbanked
Juan Bustamante, Adriana AmayaThis paper aims to examine the factors that affect financial services design of and their effect on the improvement of the unbanked customer well-being.
The value disruption of uncivil other-customers during online service recovery
Todd J. Bacile, Alexandra Krallman, Jeremy S. Wolter, Nicole Dilg BeachumCustomer complaints and service recovery via virtual customer service channels (VCSCs) present unique recovery situations unlike those commonly found in traditional…
Increasing the independence of vulnerable consumers through social support
Amanda Beatson, Aimee Riedel, Marianella Chamorro-Koc, Greg Marston, Lisa StaffordThe purpose of this paper is to examine the influence of social support on young adults with disabilities (YAWDs) independent mobility behavior with the aim of…
Determinants of negative customer engagement behaviours
Diem Khac Xuan Do, Kaleel Rahman, Linda J. RobinsonUnderstanding negative customer engagement is important as it is argued that negative information has a stronger impact on a customer’s brand perception and purchase…
Decoding service brand image through user-generated images
Marlini Bakri, Jayne Krisjanous, James E. RichardDespite the growing number of studies surrounding user-generated content (UGC), understanding of the implications, potential and pertinence of user-generated images (UGI)…
Brand engagement and experience in online services
Imran Khan, Linda D. Hollebeek, Mobin Fatma, Jamid Ul Islam, Zillur RahmanThe purpose of this study is to assess the mediating role of brand trust and commitment in the relationship of brand engagement and brand experience with brand loyalty in…
Why organizational loyalty programs cannot prevent switching
Frauke Mattison Thompson, Sven TuzovicThe purpose of this study is to investigate the extent to which loyalty programs can prevent switching, and how individual level cultural values impact this. Loyalty…
Testing complexity theory in service research
Catherine PrenticeThis study aims to draw on the complexity theory and uses a non-an asymmetrical method – fuzzy-set qualitative comparative analysis (fsQCA) to test the core tenets of…
Intellectual property extensions in entertainment services: Marvel and DC comics
Alexander Buoye, Arne De Keyser, Zeyang Gong, Natalie LaoThe purpose of this paper is to look into the topic of IP category extensions in an entertainment setting. The main goal of the study is to explore the reciprocal…
Commentary: future directions of the service discipline
Ruth N. BoltonThe purpose of this paper is to suggest some ways that service scholars can shape the future of the service discipline by building knowledge that is useful to businesses…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen access:
hybridEditors:
- Dr. Mark Rosenbaum
- Dr Rebekah Russell-Bennett
Further Information
