Journal of Services Marketing
Issue(s) available: 213 – From Volume: 1 Issue: 1, to Volume: 36 Issue: 1
Volume 36
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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
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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
Understanding consumer perceptions and attitudes toward smart retail services
Chen-Yu LinThis study aims to identify the antecedent factors influencing consumer attitudes and patronage intentions toward an intelligent unmanned convenience store (IUCVS) in…
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How gun control policies influence consumers’ service businesses evaluations
Frank Gregory Cabano, Amin Attari, Elizabeth A. MintonGiven the growing prevalence of gun control policies in service settings, this study aims to investigate how the adoption of a gun control policy by a service businesses…
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Viewpoint: the need to evolve to a service logic mindset in Latin America
Javier ReynosoThe purpose of this viewpoint is to discuss the need to evolve from a service marketing approach to a service logic mindset throughout the organization in Latin America…
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Value co-creation in services for animal companions
Jennifer Hendricks, Gertrud SchmitzAs other actors in the service ecosystem often have a pivotal role in value creation for actors experiencing vulnerability, this paper aims to explore caregiving customer…
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Commentary: the unintended consequences of digital service technologies
Mark S. Rosenbaum, Gabby Walters, Karen L. Edwards, Claudia Fernanda Gonzalez-ArcosThis commentary puts forth a conceptual framework, referred to as the consumer, organization, government framework of unintended digital technology service failures, that…
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Commentary: The moral limits of service markets – just because we can, should we?
Maria Raciti, Foluké Abigail Badejo, Josephine Previte, Michael SchuetzThis commentary extends our 2020 11th SERVSIG Panel The moral limits of service markets: Just because we can, should we?, inspired by Michael J. Sandel’s book What Money…
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Exploring the fit between mobile application service and application privacy
Jung-Kuei Hsieh, Hsiang-Tzu LiWith the popularity of mobile applications and increasing consumer awareness of application privacy, this paper aims to introduce a new construct of service-privacy fit…
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Addressing customer misbehavior contagion in access-based services
Himanshu Shekhar Srivastava, K.R. Jayasimha, K. SivakumarAccess-based services (ABSs) provide short-term access to goods, physical facilities, space or labor in exchange for access fees without transferring legal ownership (e.g…
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Patients’ experience sharing with online social media communities: a bottom-of-the-pyramid perspective
Husain Salilul Akareem, Melanie Wiese, Wafa HammediDespite having inadequate resources, highly impoverished patients tend to seek and share health information over social media groups to improve each other’s well-being…
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The impact of “capitalization” social support services on student-athlete well-being
David Fleischman, Popi Sotiriadou, Rory Mulcahy, Bridie Kean, Rubiana Lopes CuryThis paper aims to investigate capitalization support, an alternative perspective for theorizing social support in-service settings. In the service setting of the…
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Towards a theory of well-being in digital sports viewing behavior
Rejikumar G, Ajay Jose, Sonia Mathew, Dony Peter Chacko, Aswathy Asokan-AjithaSocial television (Social TV) viewing of live sports events is an emerging trend. The realm of transformative service research (TSR) envisions that every service…
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Improving service brand personality with augmented reality marketing
Daria Plotkina, John Dinsmore, Margot RacatAugmented reality (AR) apps offer a great opportunity for brands to provide better service to customers by creating augmented customer service. However, not every AR app…
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The role of reciprocity and reputation in service relationships with arts organisations
Giulio Toscani, Gerard PrendergastIn an arts organisation context, this paper aims to further the understanding of service relationships by developing a framework explaining how sponsored arts…
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An imitation game – supervisors’ influence on customer sweethearting
Elias Ertz, Laura Becker, Marion Büttgen, Ernest Emeka IzogoCustomer sweethearting is a common illicit behavior of frontline employees in service firms. This paper aims to examine the impact of supportive–disloyal leadership…
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Service inclusion: the role of disability identity in retail
Sarah Dodds, Nitha PalakshappaThe purpose of this research is to explore the role of identity for consumers with disabilities in a retail context. Understanding disability identity is critical to…
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Relational cohesion between users and smart voice assistants
Blanca Hernández-Ortega, Joaquin Aldas-Manzano, Ivani FerreiraThis study aims to examine users’ affective relationships with smart voice assistants (SVAs) and aims to analyze how these relationships explain user engagement behaviors…
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Consumer responses to environmental corporate social responsibility and luxury
Marie Schill, Delphine Godefroit-WinkelDrawing on the stimulus–organism–response (S-O-R) framework, this study presents an original model examining the influence of environmental corporate social responsibility…
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Customer responses to service failures on social media
Kaan Varnali, Caner CesmeciAs customers increasingly adopt social media as the primary channel to reach out to companies, voicing is becoming a public act. Adopting a social psychological…
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Viewpoint: internet revolution lessons applied to post-pandemic service delivery (a North American perspective)
Matthew L. MeuterThis study aims to propose research directions for service providers to most effectively navigate through (and beyond) the post-pandemic service delivery challenges from a…
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Professionals’ interpersonal communications style: does it matter in building client psychological comfort?
Rawi Roongruangsee, Paul Patterson, Liem Viet NgoThe inherent characteristics of professional services (i.e. high in credence properties, customized and featuring information asymmetry) often cause difficulties for…
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Consumers’ decision-making self-efficacy for service purchases: construct conceptualization and scale
Dena Hale, Ramendra Thakur, John Riggs, Suzanne AltobelloThe purpose of this study is to develop and validate a scale to determine the consumer’s level of decision-making self-efficacy for a high-involved service purchase…
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Customer engagement in online service brand communities
Ming Chi, Paul Harrigan, Yongshun XuOnline service brand communities (OBCs) are an essential services marketing channel and relationship marketing tool, in which social capital (SC) is a critical success…
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Viewpoint: a transformative view for small service firms in the new Latin American service marketplace
Constanza BianchiThis paper aims to propose a framework of transformative strategies across the different levels of the service ecosystem for the recovery, well-being and inclusion of…
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Transformation of the hospitality services marketing structure: a chaos theory perspective
Levent Altinay, Hasan Evrim AriciDrawing on chaos theory as an overarching approach, as well as guidelines from effectuation and transformative learning theories, this study aims to evaluate the changing…
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Gift card types and willingness to spend more
SangGon (Edward) Lim, Chihyung “Michael” OkThis study aims to provide a better understanding of how gift card receivers react to the types of gift cards. This study examined the effect of gift card types…
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Accommodating ethnic minority consumers during service encounters: the fine line
Sarah Mady, John B. Ford, Tarek MadyThis paper aims to examine the effect of intercultural accommodation efforts on service quality perceptions among ethnic minority consumers. Specifically, the paper…
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Consumer effort in service encounters: the overlooked impact of surface acting
Laurel Aynne Cook, M. Paula Fitzgerald, Raika SadegheinOne shift in the retail landscape is the workload transfer from the retailer to the consumer. This study aims to explore consumer perceived effort and the consequences of…
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Consumers’ perceptions of food ethics in luxury dining
Wided BatatThis paper aims to draw on the sociocultural dimensions of food luxury consumption as a new theoretical foundation to explore the consumers’ perceptions of ethical food…
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Signaling authenticity for frontlineservice employees
A. Lynn Matthews, Meike EilertAuthenticity is a complex character that is valued in service contexts. Frontline service employees (FSEs), as both brand representatives and individuals who interact with…
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Consumers experiencing vulnerability: a state of play in the literature
Aimee Riedel, Dana Messenger, David Fleischman, Rory MulcahyThe purpose of this paper is to provide a state-of-the-art review of research on consumers experiencing vulnerability to describe the current situation of the consumers…
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The role of customer experience in the perceived value–word-of-mouth relationship
Volker G. Kuppelwieser, Philipp Klaus, Aikaterini Manthiou, Linda D. HollebeekThe customer experience (CX), as revealed in the literature-based debate, has been variously viewed as either a driver or an outcome of customer-perceived value (CPV)…
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An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness
Zhongpeng Cao, Qian Xiao, Weiling Zhuang, Lina WangAs self-service technologies (SSTs) become more prevalent, service providers are actively encouraging customers’ involvement with these technologies, sometimes even…
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Videogames-as-a-service: converting freemium- to paying-users through pop-up advertisement value
Ali Hussain, Amir Zaib Abbasi, Linda D. Hollebeek, Carsten D. Schultz, Ding Hooi Ting, Bradley WilsonThough the videogame literature is thriving, little remains known regarding the effectiveness of pop-up ads that appear in videogames. Addressing this gap, this study…
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Bereavement meanings and the conditions for successful social support service encounters
Cécile Plaud, Bertrand UrienBereavement is far reaching and has a significant impact on many lives as widow(er)s are faced with countless changes to their everyday routines, their relationships and…
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Necessary evil: a strategy to manage dysfunctional customer behavior
Yu-Shan (Sandy) Huang, Xiang Fang, Ruping LiuThe purpose of this paper is to investigate how and when used by employees influences witnessing customers’ willingness to spread positive word of mouth (WOM).
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Servicing through digital interactions andwell-being in virtual communities
Cindy Yunhsin Chou, Wei Wei Cheryl Leo, Tom ChenApplying social exchange theory as the theoretical basis, this paper aims to examine the impacts of two forms of digital social interaction on social well-being and…
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A conceptual framework for transformative gamification services
Afshin Tanouri, Ann-Marie Kennedy, Ekant VeerAlthough the concept of transformative gamification is mentioned in previous research, no research has provided a theoretically based explanation of how gamification can…
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Influence of social media posts on service performance
Carol Esmark Jones, Stacie Waites, Jennifer StevensMuch research regarding social media posts and relevancy has resulted in mixed findings. Furthermore, the mediating role of relevancy has not previously been examined…
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Mapping of journal of services marketing themes: a retrospective overview using bibliometric analysis
Naveen Donthu, Satish Kumar, Chatura Ranaweera, Debidutta Pattnaik, Anders GustafssonJournal of services marketing (JSM) is a leading journal that has published cutting-edge research in services marketing over the past 34 years. The main objective of this…
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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…
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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.
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ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum
Further Information
