Journal of Services Marketing
Issue(s) available: 201 – From Volume: 1 Issue: 1, to Volume: 34 Issue: 5
Category:
Marketing
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 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
Editorial: bringing socially unacceptable services into services marketing
Mark Scott Rosenbaum, Rebekah Russell-BennettThis paper aims to define the term “socially unacceptable services” and call for novel research in these under-researched service industries.
Why do older consumers avoid innovative products and services?
Hyeyoon Bae, Sang Hyun Jo, Euehun LeeThe purpose of this study is to advance the understanding of consumer innovativeness during aging. This study explores why older consumers have decreased innovativeness…
Social media engagement, service complexity, and experiential quality in US hospitals
Youngsu Lee, Joonhwan In, Seung Jun LeeAs social media platforms become increasingly popular among service firms, many US hospitals have been using social media as a means to improve their patients…
How perceptions of firm environmental and social values influence frontline employee outcomes
Colin B. Gabler, V. Myles Landers, Adam RappMore than ever, consideration of the natural environment and social welfare are values that firms must signal to their stakeholders. One way to do this is by adopting an…
Harnessing the waiting experience: anticipation, expectations and WOM
Anjala S. Krishen, Orie Berezan, Shaurya Agarwal, Brian RobisonThis study aims to explore the anticipated emotions of consumers and their anticipated perceived quality (PQ) of an exhibit, event or service that they are waiting to attend.
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…
Companion cocreation: improving health service encounters of the elderly
Leticia Suárez-Álvarez, Ana Suárez-Vázquez, Ana-Belén del Río-LanzaThe 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…
The indirect experience of nature: biomorphic design forms in servicescapes
Deepak S. Kumar, Keyoor Purani, Shyam A. ViswanathanThis paper aims to introduce the concept of biomorphism (i.e. indirect experience of nature) in servicescape designs and validates its impact on consumer responses. Using…
Age identity, stereotypes and older consumers’ service experiences
Kate Westberg, Mike Reid, Foula KopanidisThis study aims to use the lens of the stereotype threat theory to explore older consumers’ age identity and experiences with service providers.
Viewpoint: using neuroscience tools in service research
Nanouk Verhulst, Iris Vermeir, Hendrik SlabbinckThis paper aims to discuss the potential of neuroscientific tools in the service research domain.
Well-being in later life: a life course perspective
Pattharanitcha Prakitsuwan, George P. MoschisThis 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…
Symbiotic relationships in educational services for vulnerable adolescents
Suzana Battistella-Lima, Tânia Veludo-de-Oliveira, Edgard BarkiThe purpose of this paper is to investigate whether and to what extent different forms of symbiotic relationships (named mutualism and collaboration) within a usage centre…
Elderly customers’ reactions to service failures: the role of future time perspective, wisdom and emotional intelligence
Walid Chaouali, Nizar Souiden, Christian M. RingleConsidering the scant scholarly research on elderly customers’ behaviors, this study aims to investigate elderly customers’ reactions to service failure. Additionally, it…
Street vending: transformative entrepreneurship for individual and collective well-being
Mario Giraldo, Luis Garcia-Tello, Steven William RayburnThis study aims to explore the lived experience of vendors as they enact street vending practice that emerges as transformative entrepreneurship and service where they…
Eye for an eye? Frontline service employee reactions to customer incivility
Regina Frey-Cordes, Meike Eilert, Marion BüttgenFrontline service employees (FSEs) face high demands of emotional labor when dealing with difficult, and sometimes even uncivil, customer behavior while attempting to…
Frontline employee age and customer mistreatment: a meta-analysis
Mehmet Okan, Ayse Banu Elmadag, Elif İdemenThe purpose of this paper is to provide a comprehensive meta-analytic examination of the relationship between employee age and customer mistreatment. Drawing on…
Viewpoint: a primer for inclusive service marketing theory
Volker G. Kuppelwieser, Phil KlausThis viewpoint sheds light on an as yet underrepresented consumer group. Considering impaired consumers in our theories would not only change these theories’ meaning but…
The role of blocked gratitude in non-voluntary tipping
Ismail Karabas, Jeff JoiremanNon-voluntary tipping (e.g. automatic gratuity) has received growing attention in the service industry. Existing research suggests customers respond unfavorably to…
Direct and indirect negatively valenced engagement behavior
Jaylan Azer, Matthew AlexanderThis study aims to show the impact of direct and indirect customers’ negatively valenced influencing behavior (NVIB) on other actors in online social networks.
Customer perceptions of frontline employees’ extra-role helping behaviors
Xiaoyu Wang, Hean Tat Keh, Li YanFrontline employees (FLEs) play a pivotal role in service delivery. Beyond their expected in-role behaviors, FLEs often have to perform extra-role behaviors such as…
Viewpoint: The impact of coronavirus on service ecosystems as service mega-disruptions
Sertan Kabadayi, Genevieve E. O’Connor, Sven TuzovicThis paper aims to synthesize the widespread economic impact of the outbreak of COVID-19 and presents a new concept, service mega-disruptions (SMDs), which refers to fast…
Editorial: service research in the new (post-COVID) marketplace
Mark Scott Rosenbaum, Rebekah Russell-BennettThe aim of this paper is to encourage service researchers to consider the long-term or permanent impact of the coronavirus-2019 (COVID-19) on services, service delivery…
Legitimate and illegitimate consumer complaining behavior: a review and taxonomy
Swapan Deep Arora, Anirban ChakrabortyThis paper aims to provide an integrative view of the conceptualizations, definitions, antecedents and taxonomies of consumer complaining behavior (CCB). Additionally, the…
Aging and the preference for the human touch
Ruomeng Wu, Meng Liu, Frank KardesThis 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.
Unintended negative consequences of loyalty programs: endowed vs earned loyalty
Melissa A. Baker, Tiffany S. LegendreLoyalty programs are pervasive across service industries. However, the examination of cross-customer effects represents a critical gap in the loyalty literature. To…
Enabling transformative value creation through online weight loss services
Heini Taiminen, Kimmo Taiminen, Juha MunnukkaThis study aims to understand how online weight loss services could help customers achieve a durable change. The particular focus is on exploring the roles of value…
The transformational potential of Latin American retail experiences
Pilar Gardiazabal, Constanza Bianchi, M. Abu SalehThe purpose of this paper is to investigate if retail services have a transformative potential to improve the well-being of customers in a Latin American market…
Consumer responses to shopper solutions in service settings
Ashley M. Thomas, Christopher L. Newman, Stacey R. Finkelstein, Yoon-Na Cho, Allyn CascioRetailers are continuously seeking to improve upon the in-store shopping experience for their customers. The present research aims to examine consumers’ responses to one…
Characterizing well-being capabilities in services
Hannu TikkanenThe purpose of this study is to characterize how services present responsibilized consumers with well-being capabilities. This is done by drawing on structuration theory…
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…
Customer incivility, rapport and tipping: the moderating role of agreeableness
Hana Medler-LirazAlthough studies have emphasized the need to explore the negative consequences of customer incivility, scant attention has been paid to positive factors that can mitigate…
Using linguistics to inform influencer marketing in services
Jennifer Lee Burton, Jill R. Mosteller, Kellie E. HaleTo inform and optimize frontline service interactions associated with higher education recruitment, the linguistic content and context of online posts by brand ambassadors…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen access:
hybridEditors:
- Dr. Mark Rosenbaum
- Dr Rebekah Russell-Bennett
Further Information
