Journal of Services Marketing
Issue(s) available: 221 – From Volume: 1 Issue: 1, to Volume: 36 Issue: 9
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
Understanding how mindfulness sustains customer cocreation effort and transforms service value to well-being
Nguyen-Hau Le, My-Quyen Thi Mai, Tram-Anh PhamMindfulness, while being suggested as an important psychological cognitive capability of customers, has received insufficient attention in studies of transformative…
Can Alexa serve customers better? AI-driven voice assistant service interactions
Suresh Malodia, Alberto Ferraris, Mototaka Sakashita, Amandeep Dhir, Beata GavurovaThis study aims to examine customers’ willingness to engage in service interactions enabled by artificial intelligence (AI) controlled voice assistants (VA). Drawing on…
Seeking the resilience of service firms: a strategic learning process based on digital platform capability
Ruhong Liu, Jing Long, Longjun LiuHow to improve the resilience of service firms in the crisis, such as the COVID-19 epidemic, to maintain a sustainable competitive advantage becomes a growing concern…
The influence of the physical work environment on retail employees
Treasa Kearney, Joseph Coughlan, Aileen KennedyDespite repeated calls for research to explore the effects of the physical work environment on employees within the servicescape literature, gaps in knowledge remain…
Utilitarian motivations to engage with travel websites: an interactive technology adoption model
Mark Anthony Camilleri, Metin KozakThis study aims to investigate perceptions about interactive travel websites. The researchers hypothesize that engaging content, the quality of information and source…
Engraving customer experiences through digital technologies
Chang-Tang ChiangIn recent decades, customer experiences (CXs) have gained considerable attention from both academics and service industries. However, the role of digital technologies in…
Antecedents and consequences of consumer hope for digital payment apps services
Dhananjay Bapat, Rahul KhandelwalThis study aims to examine the impact of customer brand value dimensions on relationship marketing dimensions through consumer hope in the context of digital payment…
The impact of service climate on gratitude in driving customer outcomes
Ji Miracle Qi, Yi Peng, Graham H. Lowman, Xingliang HeEmployee gratitude is often associated with positive customer-related benefits. However, our understanding of employee gratitude is notably underdeveloped within the…
Does language shape the mind? Linguistic fluency and perception of service quality
Jong Min Kim, Sungjun (Steven) ParkAs services are inherently inseparable from service providers, linguistic effects are likely to occur during service encounters between service marketers and consumers…
Which loyalty program do customers prefer: a coalition program or a single-firm program?
Miyuri ShiraiThis study aims to examine consumers’ responses to two types of loyalty programs: coalition and single-firm programs. This study explains the mechanism underlying the link…
Where is customer experience (CX) research heading? A personal commentary
Phil KlausThis paper aims to comment on the evolution of customer experience (CX) research from a CX researcher, practitioner and consumer viewpoint.
To share or not to share screens with customers? Lessons from learning theories
Yonathan Silvain Roten, Regine VanheemsEven as retailers add digital features to their physical stores and equip their service teams with digital devices, no research has addressed the implications of frontline…
The role of information for the customer journey in mobile food ordering apps
Paulo Rita, Vasco Eiriz, Beatriz CondeThis study aims to determine how to influence the customer journey of mobile food ordering applications (MFOAs) users. It researches how available information could…
Flirting in service encounters: does the server’s sex matter?
Tali Seger-Guttmann, Hana Medler-LirazScholars have acknowledged gender-role ideology as a central factor in flirting style. This study aims to exam the combined effect of flirting type and flirter's sex on…
Co-creating value and well-being experiences in physiotherapy services
Agnieszka Chwialkowska, Waheed Akbar Bhatti, Ahmad Arslan, Mario GlowikThe purpose of this paper is to study the US-based (American) physiotherapy customers’ goals to engage in value cocreation activities during their well-being experience.
Robotic technologies and well-being for older adults living at home
Gloria L. Ge, Stephanie C. SchleimerThe purpose of this study is to investigate the benefits for aged care providers of adding affordable robotic technology to their services packages to enhance the…
Marketing inclusive banking services to financially vulnerable consumers: a service design approach
Isaac Ofori-Okyere, Farag Edghiem, Seyram Pearl KumahTo explore how inclusive banking services are marketed to financially vulnerable consumers (FVCs) in Ghana from the perspective of managers. This study aims to explore…
The effects of influencer endorsement services on crowdfunding campaigns
Augusto Bargoni, Chiara Giachino, Enrico Battisti, Lea IaiaThe purpose of this study is to investigate how influencer endorsement services stimulate funding intention in the context of crowdfunding (donation- and reward-based) and…
Can you ask “too much” of your customers?
V. Myles Landers, Colin B. Gabler, Haley E. Hardman, William Magnus NorthingtonCompanies are beginning to rely more on customer participation (CP). As a result, consumers are expected to expend more resources throughout the service exchange. Through…
Linking self-congruence and functional congruence to mobile health apps
Philipp M. Mähner, Adnan Zogaj, Dieter K. TscheulinConsumers often start using mobile health apps but quit using them after a brief period of time. However, app providers can only ensure their long-term existence in the…
Resistance of facial recognition payment service: a mixed method approach
Crystal T. Lee, Ling-Yen PanSellers view facial recognition mobile payment services (FRMPS) as a convenient and cost-saving way to receive immediate payments from customers. For consumers, however…
Collaborative space: framework for collaborative consumption and the sharing economy
Payam Akbar, Stefan HoffmannThe purpose of this paper is to develop and introduce the new concept of the collaborative space.
From service to social innovation with a service-dominant logic approach
Andrés Barrios, Sonia Camacho, Catalina Estrada-MejiaThis paper aims to explore the intersection between service and social innovation, using a service-dominant logic (SDL) ecosystem approach to analyze how service…
A transformative and social marketing ecosystem investigation into drug use among young adults
Aimee Riedel, Amanda Beatson, Rory Mulcahy, Byron KeatingThe purpose of this study is to examine the underresearched transformative service research (TSR) and social marketing segment of young adults who use drugs and identify…
The impact of eudaimonic well-being on experience and loyalty: a tourism context
Nour Salah Al-okaily, Nidal Alzboun, Ziad Alrawadieh, Muna SlehatThe effects of travel motivation and emotional experience on both tourist satisfaction and destination loyalty are recognized and have been extensively researched as key…
Exoskeletons at your service: a multi-disciplinary structured literature review
James Tarbit, Nicole Hartley, Josephine PreviteExoskeletons are characterized as wearable, mechanical orthoses that augment the physical performance of the wearer, enhance productivity and employee well-being when used…
Seeking thrills during a crisis? A TSR and hierarchy of effects perspective of the transformative potential of travel
Rory Mulcahy, Shahab Pourfakhimi, Girish Prayag, Elham Falatoonitoosi, Noel ScottThis study aims to theorise and empirically test a model based on the hierarchy of effects behavioural learning approach (“do-think-feel”) to explain how travel during a…
Viewpoint: designing transformative service to overcome eudaimonic-hedonic outcome conflict
Adam NguyenThe potential displeasure (e.g. strain, uncertainty and lack of control) involved in the process of obtaining eudaimonic outcomes (e.g. becoming healthier or more…
Mental conversion: a customer service strategy impacting shopping experiences
Yan Meng, Stephen J. Gould, Lei Song, Hua Chang, Shiva VaziriThis study aims to provide a practical strategy for customer service and salesforce from the basis of behavioral economics. When customers thought they missed a discount…
Can both entrepreneurial and ethical leadership shape employees’ service innovative behavior?
Giang Hoang, Tuan Trong Luu, Tuan Du, Thuy Thu NguyenEmployee’s service innovative behavior lays the groundwork for bottom-up innovation and ongoing service improvement in service firms. Therefore, it is vital for service…
Digital transformation for crisis preparedness: service employees’ perspective
Wei Wei Cheryl Leo, Gaurangi Laud, Cindy Yunhsin ChouDigital transformation (DT) has had a profound impact on how services are delivered, but its effects on service frontline employees in crisis have yet to be examined…
Reducing deviant consumer behaviour with service robot guardians
Paula Dootson, Dominique A. Greer, Kate Letheren, Kate L. DauntThe purpose of this research is to understand whether service robots can safeguard servicescapes from deviant consumer behaviour. Using routine activity theory, this…
Investigating assortative mating processes inside Internet-dating-service settings
Aaron Schibik, David Strutton, Kenneth ThompsonThe purpose of this study was to investigate assortative mating processes inside Internet-dating-service settings. Unattached consumers traditionally sought to satisfy…
Neurophysiological responses to robot–human interactions in retail stores
Gaia Rancati, Isabella MaggioniRetailers are increasingly considering the introduction of service robots in their stores to support or even replace service staff. Service robots can execute service…
Refugee awareness of a transformative intervention to increase blood donations
Michael Jay Polonsky, Ahmed Ferdous, Nichola Robertson, Sandra Jones, Andre Renzaho, Joanne TelentaThis study aims to test the efficacy of the awareness of a transformative health service communication intervention targeted to African refugees in Australia, designed to…
Understanding online retail brand equity: a cross-cultural perspective
Pablo Farías, Miguel Reyes, Jenny PeláezThis study aims to assess how department store websites can add online retail brand equity. A quick, relatively easy and low-cost diagnostic tool for stakeholders (e.g…
Longitudinal upgrades and asymmetric effects of satisfaction and perceived-value
Chadwick J. Miller, Laszlo Sajtos, Katherine N. Lemon, Jim Salas, Martha Troncoza, Lonnie OstromThe purpose of this paper is to investigate how customers’ upgrading/downgrading (t−1) behavior may be predictive of future spending. Further, this paper also investigates…
The effect of perceived threat on online service reviews
Jong Min Kim, Eunkyung LeeThe ongoing impact of COVID-19 and the subsequent perception of threat have shifted consumer perceptions and evaluations of service experiences. This paper aims to…
The impact of value co-creation in sustainable services: understanding generational differences
Mariia Bordian, Irene Gil-Saura, Maja ŠerićThe service industry has been facing many challenges connected to sustainable practices and how they affect final consumers. This paper aims to explore the impact of value…
Service amid crisis: the role of supervisor humor and discretionary organizational support
Rebecca M. Guidice, Jessica Mesmer-Magnus, Donald C. Barnes, Lisa L. ScribnerThis paper aims to study the effects of widespread stress and uncertainty that is characteristic of organizational crises on service employees and to explore the extent to…
Need for distinction moderates customer responses to preferential treatment
Vivian Pontes, Dominique A. Greer, Nicolas Pontes, Amanda BeatsonThis paper aims to examine how individuals’ need for distinction moderates the effect of perceived harm to others as a result of preferential treatment on customers…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum
Further Information
