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Journal of Services Marketing

Issue(s) available: 203 – From Volume: 1 Issue: 1, to Volume: 34 Issue: 7

Category:

Marketing

Cover of Journal of Services Marketing
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Volume 34

  • Issue 7 2020
  • Issue 6 2020
  • Issue 5 2020
  • Issue 4 2020
  • Issue 3 2020 Service Research: A Critical Review and New Perspectives
  • Issue 2 2020
  • Issue 1 2020 Advancing Qualitative Research Methodology in Service Research

Volume 33

  • Issue 7 2019
  • Issue 6 2019 Transformative Services Research and Social Marketing
  • Issue 5 2019
  • Issue 4 2019 Future Service Technologies: Business models, Analytics, and Experience
  • Issue 3 2019
  • Issue 2 2019
  • Issue 1 2019

Volume 32

  • Issue 7 2018
  • Issue 6 2018
  • Issue 5 2018 Challenges and Opportunities for Services Marketers in a Culturally Diverse Global Marketplace
  • Issue 4 2018
  • Issue 3 2018
  • Issue 2 2018
  • Issue 1 2018 Customer Engagement in Service Innovation: Theoretical and Empirical Advancements

Volume 31

  • Issue 7 2017
  • Issue 6 2017
  • Issue 4/5 2017 Understanding Vulnerable, Stigmatized, and Marginalized Consumers in Service Settings
  • Issue 3 2017
  • Issue 2 2017
  • Issue 1 2017 Relationship Marketing - Past, Present and Future

Volume 30

  • Issue 7 2016
  • Issue 6 2016
  • Issue 5 2016
  • Issue 4 2016
  • Issue 3 2016
  • Issue 2 2016
  • Issue 1 2016

Volume 29

  • Issue 6/7 2015 Fresh Thinking in Services Marketing: Contemporary, cutting-edge and creative thoughts
  • Issue 5 2015
  • Issue 4 2015
  • Issue 3 2015
  • Issue 2 2015
  • Issue 1 2015

Volume 28

  • Issue 7 2014
  • Issue 6 2014
  • Issue 5 2014
  • Issue 4 2014
  • Issue 3 2014
  • Issue 2 2014
  • Issue 1 2014

Volume 27

  • Issue 7 2013
  • Issue 6 2013
  • Issue 5 2013
  • Issue 4 2013
  • Issue 3 2013
  • Issue 2 2013
  • Issue 1 2013

Volume 26

  • Issue 7 2012
  • Issue 6 2012
  • Issue 5 2012
  • Issue 4 2012
  • Issue 3 2012
  • Issue 2 2012
  • Issue 1 2012

Volume 25

  • Issue 7 2011 Anatomy of services branding
  • Issue 6 2011
  • Issue 5 2011
  • Issue 4 2011
  • Issue 3 2011
  • Issue 2 2011
  • Issue 1 2011

Volume 24

  • Issue 7 2010
  • Issue 6 2010 The dark side of customer service
  • Issue 5 2010
  • Issue 4 2010
  • Issue 3 2010
  • Issue 2 2010
  • Issue 1 2010

Volume 23

  • Issue 7 2009
  • Issue 6 2009
  • Issue 5 2009 Call centre services
  • Issue 4 2009
  • Issue 3 2009
  • Issue 2 2009
  • Issue 1 2009

Volume 22

  • Issue 7 2008
  • Issue 6 2008
  • Issue 5 2008
  • Issue 4 2008
  • Issue 3 2008
  • Issue 2 2008
  • Issue 1 2008

Volume 21

  • Issue 7 2007
  • Issue 6 2007 Internationalization of services
  • Issue 5 2007 Business to business services multiple markets and multidisciplinary perspectives for the twentyfirst century
  • Issue 4 2007
  • Issue 3 2007
  • Issue 2 2007
  • Issue 1 2007

Volume 20

  • Issue 7 2006
  • Issue 6 2006
  • Issue 5 2006
  • Issue 4 2006
  • Issue 3 2006
  • Issue 2 2006
  • Issue 1 2006

Volume 19

  • Issue 7 2005
  • Issue 6 2005
  • Issue 5 2005 Service recovery and service continuity
  • Issue 4 2005
  • Issue 3 2005 Cultural perspectives on services marketing
  • Issue 2 2005
  • Issue 1 2005

Volume 18

  • Issue 7 2004
  • Issue 6 2004
  • Issue 5 2004
  • Issue 4 2004
  • Issue 3 2004
  • Issue 2 2004
  • Issue 1 2004

Volume 17

  • Issue 7 2003
  • Issue 6 2003
  • Issue 5 2003
  • Issue 4 2003
  • Issue 3 2003
  • Issue 2 2003
  • Issue 1 2003

Volume 16

  • Issue 7 2002
  • Issue 6 2002
  • Issue 5 2002
  • Issue 4 2002
  • Issue 3 2002
  • Issue 2 2002
  • Issue 1 2002

Volume 15

  • Issue 7 2001
  • Issue 6 2001
  • Issue 5 2001
  • Issue 4 2001
  • Issue 3 2001
  • Issue 2 2001
  • Issue 1 2001

Volume 14

  • Issue 7 2000
  • Issue 6 2000
  • Issue 5 2000
  • Issue 4 2000
  • Issue 3 2000
  • Issue 2 2000
  • Issue 1 2000

Volume 13

  • Issue 6 1999
  • Issue 4/5 1999
  • Issue 3 1999
  • Issue 2 1999
  • Issue 1 1999

Volume 12

  • Issue 6 1998
  • Issue 5 1998
  • Issue 4 1998
  • Issue 3 1998
  • Issue 2 1998
  • Issue 1 1998

Volume 11

  • Issue 6 1997
  • Issue 5 1997
  • Issue 4 1997
  • Issue 3 1997
  • Issue 2 1997
  • Issue 1 1997

Volume 10

  • Issue 6 1996
  • Issue 4 1996
  • Issue 3 1996
  • Issue 5 1996
  • Issue 2 1996
  • Issue 1 1996

Volume 9

  • Issue 5 1995
  • Issue 4 1995
  • Issue 2 1995
  • Issue 3 1995
  • Issue 1 1995

Volume 8

  • Issue 4 1994
  • Issue 3 1994
  • Issue 2 1994
  • Issue 1 1994

Volume 7

  • Issue 4 1993
  • Issue 3 1993
  • Issue 2 1993
  • Issue 1 1993

Volume 6

  • Issue 4 1992
  • Issue 3 1992
  • Issue 2 1992
  • Issue 1 1992

Volume 5

  • Issue 4 1991
  • Issue 3 1991
  • Issue 2 1991
  • Issue 1 1991

Volume 4

  • Issue 4 1990
  • Issue 3 1990
  • Issue 2 1990
  • Issue 1 1990

Volume 3

  • Issue 4 1989
  • Issue 3 1989
  • Issue 2 1989
  • Issue 1 1989

Volume 2

  • Issue 4 1988
  • Issue 3 1988
  • Issue 2 1988
  • Issue 1 1988

Volume 1

  • Issue 2 1987
  • Issue 1 1987

    The effect of mindfulness on service encounter quality

    Emma Junhong Wang, Pierre R. Berthon, Nada Nasr Bechwati

    This 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.

    pdf (728 KB)

    Perception of customer retail experiences in Poland

    Agnieszka Kacprzak, Katarzyna Dziewanowska

    Poland’s political and economic transition of 1989 resulted in a cultural trauma experienced by consumers, which has influenced their perception of the retail experience…

    pdf (473 KB)

    Transforming the role of frontline service employees for cross-selling

    HsiuJu Rebecca Yen, Paul Jen-Hwa Hu, Yi-Chun Liao

    This study aims to examine how a manager’s learning goal orientation (LGO) influences frontline service employees’ (FSEs’) engagement in cross-selling activities. Such…

    pdf (288 KB)

    Industry 4.0 in services: challenges and opportunities for value co-creation

    Andrei Bonamigo, Camila Guimarães Frech

    This 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…

    pdf (355 KB)

    Viewpoint: service research in Post-Soviet states and the former eastern bloc

    Marek Gnusowski

    This paper aims to improve the service discipline’s understanding of the unique challenges and opportunities that services marketers encounter in Central, Eastern and…

    pdf (156 KB)

    Value creation and destruction in the marketisation of human services

    Melanie Randle, Nadia Zainuddin

    Governments are increasingly marketising human services in developed countries, with the aim of giving individuals more choice and control over the support they receive…

    pdf (266 KB)

    Talking bodies – an embodied approach of service employees’ work

    Tiina-Kaisa Kuuru, Elina Närvänen

    This paper aims to study the embodied nature of service employees’ work in human touch contexts.

    pdf (667 KB)

    An exploration of the drivers of employee motivation to facilitate value co-creation

    Donia Waseem, Sergio Biggemann, Tony Garry

    This paper aims to explore the drivers of employee motivation to facilitate value co-creation. Specifically, it enhances the understanding of social and contextual…

    pdf (237 KB)

    Viewpoint: Service products, development of service knowledge and our community’s target audience

    Jochen Wirtz

    This 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…

    pdf (1.2 MB)

    Editorial: age is a construct, not a characteristic

    Volker Kuppelwieser, Philipp Klaus

    In aging societies all over the world, an increased understanding of age and age-related insights is critical to theory development, generalizations, model adaptations and…

    pdf (144 KB)

    Introducing relational dialectics on actor engagement in the social media ecosystem

    Rodoula H. Tsiotsou

    The 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.

    pdf (538 KB)

    Co-creating value in post-communists contexts: capability perspective

    Maciej Mitrega, Vojtech Spacil, Gregor Pfajfar

    The purpose of this paper is to test what kind of value co-creation-related organizational capabilities may be applied in the specific context of the post-communist…

    pdf (481 KB)

    Understanding sources of financial well-being in Romania: A prerequisite for transformative financial services

    Rodica Ianole-Calin, Geoffrey Hubona, Elena Druica, Cecilia Basu

    The purpose of this paper is to investigate the extent to which financial behavior and financial well-being are affected by cognitive and non-cognitive factors in a…

    pdf (1.1 MB)

    Meeting of the minds: research priorities for value co-creation in dialogical conferences

    Joy Parkinson, Janet Davey

    This paper aims to explain the development of the dialogical conference, develop a framework for understanding the social construction of the dialogical conference and…

    pdf (856 KB)

    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. Arnold

    This paper aims to investigate how perceptions of employee authenticity and customer–employee rapport influence customers’ interactional justice assessments and related…

    pdf (746 KB)

    Customer effort in mandatory and voluntary value cocreation: a study in a health care context

    Tram-Anh Ngoc Pham, Jillian Carol Sweeney, Geoffrey Norma Soutar

    This 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…

    pdf (271 KB)

    Going with the flow: smart shopping malls and omnichannel retailing

    Nisreen Ameen, Ali Tarhini, Mahmood Shah, Nnamdi O. Madichie

    The transition from multichannel to omnichannel retailing requires a better conceptualisation, especially for customer experience in smart shopping malls. Therefore, this…

    pdf (505 KB)

    Customer brand engagement during service lockdown

    Linda D. Hollebeek, Dale L.G. Smith, Edward Kasabov, Wafa Hammedi, Alexander Warlow, Moira K. Clark

    While the customer brand engagement (CBE) research has advanced important insight, most studies to date explore CBE under regular, free-market conditions, yielding an…

    pdf (378 KB)

    Mobile contextual marketing in a museum setting

    Xueting Dou, Alei Fan, Liping Cai

    This paper aims to investigate how the contextual marketing strategy facilitated by mobile technology enhances consumers’ purchase intention and experiential quality in a…

    pdf (688 KB)

    Older consumers’ reaction to a patronizing sales interaction

    Emmanuel Chéron, Christian Weins, Florian Kohlbacher

    The 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…

    pdf (331 KB)

    Effect of interactive marketing channels on service customer acquisition

    Kashef A. Majid

    The 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…

    pdf (337 KB)

    Elderly customers’ reactions to service failures: the role of future time perspective, wisdom and emotional intelligence

    Walid Chaouali, Nizar Souiden, Christian M. Ringle

    Considering the scant scholarly research on elderly customers’ behaviors, this study aims to investigate elderly customers’ reactions to service failure. Additionally, it…

    pdf (301 KB)

    E-service quality on live streaming platforms: swift guanxi perspective

    Min Zhang, Lin Sun, Fang Qin, G. Alan Wang

    In recent years, more and more e-retailers have adopted live streaming services to attract customers. Although the extant literature has mostly examined the motivations…

    pdf (520 KB)

    Information processing by elderly consumers: a five-decade review

    Gianluigi Guido, Marco Pichierri, Cristian Rizzo, Verdiana Chieffi, George Moschis

    The purpose of this study is to review scholarly research on elderly consumers’ information processing and suggest implications for services marketing.

    pdf (282 KB)

    Made for each other? Psychological contracts and service brands evaluations

    Russel P.J. Kingshott, Sanjaya Singh Gaur, Piyush Sharma, Sheau Fen Yap, Yekaterina Kucherenko

    This paper aims to investigate the individual and combined effects of three types of psychological contracts between customers and service employees (i.e. transactional…

    pdf (400 KB)

    Why do older consumers avoid innovative products and services?

    Hyeyoon Bae, Sang Hyun Jo, Euehun Lee

    The purpose of this study is to advance the understanding of consumer innovativeness during aging. This study explores why older consumers have decreased innovativeness…

    pdf (354 KB)

    Companion cocreation: improving health service encounters of the elderly

    Leticia Suárez-Álvarez, Ana Suárez-Vázquez, Ana-Belén del Río-Lanza

    The increase of life expectancy leads to the elderly living with one or more chronic illnesses. Communication between the elderly and the health-care professional is…

    pdf (283 KB)

    Viewpoint: using neuroscience tools in service research

    Nanouk Verhulst, Iris Vermeir, Hendrik Slabbinck

    This paper aims to discuss the potential of neuroscientific tools in the service research domain.

    pdf (231 KB)

    Frontline employee age and customer mistreatment: a meta-analysis

    Mehmet Okan, Ayse Banu Elmadag, Elif İdemen

    The purpose of this paper is to provide a comprehensive meta-analytic examination of the relationship between employee age and customer mistreatment. Drawing on…

    pdf (986 KB)

    Aging and the preference for the human touch

    Ruomeng Wu, Meng Liu, Frank Kardes

    This paper aims to investigate the effect of chronological age on the likelihood to choose a service provider with technological machines versus humans in the context of services.

    pdf (552 KB)

    Unintended negative consequences of loyalty programs: endowed vs earned loyalty

    Melissa A. Baker, Tiffany S. Legendre

    Loyalty programs are pervasive across service industries. However, the examination of cross-customer effects represents a critical gap in the loyalty literature. To…

    pdf (380 KB)

    Age identity, stereotypes and older consumers’ service experiences

    Kate Westberg, Mike Reid, Foula Kopanidis

    This study aims to use the lens of the stereotype threat theory to explore older consumers’ age identity and experiences with service providers.

    pdf (211 KB)

    Well-being in later life: a life course perspective

    Pattharanitcha Prakitsuwan, George P. Moschis

    This study aims to illustrate the viability of the life course paradigm (LCP), which is increasingly used by social and behavioral scientists to study a wide variety of…

    pdf (272 KB)

    Consumer responses to shopper solutions in service settings

    Ashley M. Thomas, Christopher L. Newman, Stacey R. Finkelstein, Yoon-Na Cho, Allyn Cascio

    Retailers are continuously seeking to improve upon the in-store shopping experience for their customers. The present research aims to examine consumers’ responses to one…

    pdf (306 KB)

    Using linguistics to inform influencer marketing in services

    Jennifer Lee Burton, Jill R. Mosteller, Kellie E. Hale

    To inform and optimize frontline service interactions associated with higher education recruitment, the linguistic content and context of online posts by brand ambassadors…

    pdf (368 KB)

ISSN:

0887-6045

Online date, start – end:

1987

Copyright Holder:

Emerald Publishing Limited

Open Access:

hybrid

Editors:

  • Dr. Mark Rosenbaum
  • Dr Rebekah Russell-Bennett

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