Journal of Services Marketing
Issue(s) available: 205 – From Volume: 1 Issue: 1, to Volume: 35 Issue: 2
Category:
Marketing
Volume 35
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Issue 2 2021
Volume 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 6 2017
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Issue 7 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
Support for small businesses during a health crisis
Kashef A. Majid, David W. Kolar, Michel LarocheCrises threaten the operations of small businesses and endanger their survival; however, when the crisis is not attributable to the firm, consumers may rally around the…
Use it or lose it: point expiration and status demotion
Hyunju Shin, Riza CasidyIn managing hierarchical loyalty programs (HLP), firms often use a reward point expiration and status demotion policy to reduce financial liability and to encourage repeat…
Right to health and access to health-care services for refugees in Turkey
N. Ela Gokalp Aras, Sertan Kabadayi, Emir Ozeren, Erhan AydinThis paper aims to provide a comprehensive understanding of factors that contribute to refugees’ exclusion from health-care services. More specifically, using…
The impact of social visibility of VIP services on satisfaction
Zhongpeng CaoFrom the perspective of customer segmentation, most scholars show more interest in the very important person (VIP) customer’s service experience and satisfaction; however…
A cognitive social capital explanation of service separation distress
Sigi GoodeService separation distress arises when service consumers worry that a useful service may become unavailable. This paper aims to integrate two theoretical explanations of…
The effect of carers’ healthcare practices on the categorization of elderly patients as vulnerable
Abdelmajid Amine, Audrey Bonnemaizon, Margaret Josion-PortailThe purpose of this paper is to show that the categorization of elderly patients as vulnerable is affected by health-care service interactions with caregivers, which may…
Difficulty is a possibility: turning service recovery into e-WOM
Duy Binh Luong, Kuang-Wen Wu, Thi Huong Giang VoThis study aims to identify the factors of service recovery strategy that affect customer satisfaction. In addition, this study aims to explore the relationship between…
Promoting customer engagement in service settings through identification
Hulda G. Black, Vincent Jeseo, Leslie H. VincentThe purpose of this paper is to empirically test some of the consumer engagement frameworks that have been previously proposed in marketing literature.
Service conversation: advisory, relational and transformative approaches
Ahir Gopaldas, Marina Carnevale, Richard Kedzior, Anton SiebertThe marketing literature on service conversation in dyadic services has elaborated two approaches. An advisory approach involves providers giving customers expert advice…
Exploring how internet services can enhance elderly well-being
Constanza BianchiThis study aims to investigate how Internet services can improve the well-being of elderly consumers. Drawing on transformative service research (TSR) and technology…
Service authenticity and its effect on positive emotions
Jong-Hyeong KimThis paper aims to report that authenticity is a crucial factor in determining consumer behavior. To ensure that customers feel a sense of authenticity, service…
Who do you choose? Comparing perceptions of human vs robo-advisor in the context of financial services
Lixuan Zhang, Iryna Pentina, Yuhong FanThis study aims to investigate the differences in consumers’ perceptions of trust, performance expectancy and intention to hire between human financial advisors with…
A typology of conspicuous donation on Facebook
Elaine Wallace, Isabel BuilThis study aims to present a typology of Facebook followers of charities, drawing on theories of value co-creation, impression management and conspicuous donation behavior.
The role of salesperson emotional behavior in value proposition co-creation
Catherine Johnson, Timo Kaski, Yvonne Karsten, Ari Alamäki, Suvi StackThis paper aims to focus on how salespeople use emotions to build connections and facilitate value proposition co-creation (VPCC) in B2B complex services sales.
Industry 4.0 in services: challenges and opportunities for value co-creation
Andrei Bonamigo, Camila Guimarães FrechThis study aims to recognize industry 4.0 opportunities and challenges associated with the co-creation of value in industrial services and to propose a theoretical…
Value creation and destruction in the marketisation of human services
Melanie Randle, Nadia ZainuddinGovernments are increasingly marketising human services in developed countries, with the aim of giving individuals more choice and control over the support they receive…
Talking bodies – an embodied approach of service employees’ work
Tiina-Kaisa Kuuru, Elina NärvänenThis paper aims to study the embodied nature of service employees’ work in human touch contexts.
An exploration of the drivers of employee motivation to facilitate value co-creation
Donia Waseem, Sergio Biggemann, Tony GarryThis paper aims to explore the drivers of employee motivation to facilitate value co-creation. Specifically, it enhances the understanding of social and contextual…
Viewpoint: Service products, development of service knowledge and our community’s target audience
Jochen WirtzThis paper aims to emphasize a research priority on the understanding of service products and how services can be productized. Furthermore, it provides perspectives on the…
The effect of mindfulness on service encounter quality
Emma Junhong Wang, Pierre R. Berthon, Nada Nasr BechwatiThis paper aims to explore the effect of employees’ state mindfulness, a short period of mindful presence, on the quality of the service they provide in a service encounter.
Introducing relational dialectics on actor engagement in the social media ecosystem
Rodoula H. TsiotsouThe purpose of this paper is to provide an in-depth understanding of actor engagement (AE) on social media by proposing a holistic and integrative conceptual framework.
Exploring regulatory fit between service relationships and appeals in co-production
Shihao Li, Yanghong Hu, Lan Xu, Guoqun FuThis paper aims to explore how different service relationships (mentoring relationship versus partnering relationship) in service co-production affect service outcomes…
Meeting of the minds: research priorities for value co-creation in dialogical conferences
Joy Parkinson, Janet DaveyThis paper aims to explain the development of the dialogical conference, develop a framework for understanding the social construction of the dialogical conference and…
Transforming the role of frontline service employees for cross-selling
HsiuJu Rebecca Yen, Paul Jen-Hwa Hu, Yi-Chun LiaoThis study aims to examine how a manager’s learning goal orientation (LGO) influences frontline service employees’ (FSEs’) engagement in cross-selling activities. Such…
Activity apprehension in experiential purchases
Chadwick J. Miller, Adriana Samper, Naomi Mandel, Daniel C. Brannon, Jim Salas, Martha TroncozaThe purpose of this paper is to examine how the number of activities within a multi-activity experience influences consumer preferences before and after consumption.
Authenticity, rapport and interactional justice in frontline service: the moderating role of need for uniqueness
Kristina K. Lindsey-Hall, Susana Jaramillo, Thomas L. Baker, Julian M. ArnoldThis paper aims to investigate how perceptions of employee authenticity and customer–employee rapport influence customers’ interactional justice assessments and related…
Customer effort in mandatory and voluntary value cocreation: a study in a health care context
Tram-Anh Ngoc Pham, Jillian Carol Sweeney, Geoffrey Norma SoutarThis study aims to examine the impacts various types of resources had on customer effort in mandatory and voluntary value cocreation activities and the contribution of…
Effect of interactive marketing channels on service customer acquisition
Kashef A. MajidThe cost of customer acquisition is one of the largest expenses that service firms incur due to loss-generating quotes/proposals. This paper aims to connect interactive…
Going with the flow: smart shopping malls and omnichannel retailing
Nisreen Ameen, Ali Tarhini, Mahmood Shah, Nnamdi O. MadichieThe transition from multichannel to omnichannel retailing requires a better conceptualisation, especially for customer experience in smart shopping malls. Therefore, this…
E-service quality on live streaming platforms: swift guanxi perspective
Min Zhang, Lin Sun, Fang Qin, G. Alan WangIn recent years, more and more e-retailers have adopted live streaming services to attract customers. Although the extant literature has mostly examined the motivations…
Mobile contextual marketing in a museum setting
Xueting Dou, Alei Fan, Liping CaiThis paper aims to investigate how the contextual marketing strategy facilitated by mobile technology enhances consumers’ purchase intention and experiential quality in a…
Made for each other? Psychological contracts and service brands evaluations
Russel P.J. Kingshott, Sanjaya Singh Gaur, Piyush Sharma, Sheau Fen Yap, Yekaterina KucherenkoThis paper aims to investigate the individual and combined effects of three types of psychological contracts between customers and service employees (i.e. transactional…
Older consumers’ reaction to a patronizing sales interaction
Emmanuel Chéron, Christian Weins, Florian KohlbacherThe purpose of this study is to investigate the impact of patronizing by salespeople when interacting with older consumers in a retail situation of shopping for a mobile…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr. Mark Rosenbaum
- Dr Rebekah Russell-Bennett
Further Information
