Journal of Services Marketing
Issue(s) available: 218 – From Volume: 1 Issue: 1, to Volume: 36 Issue: 9
Volume 36
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
Commentary – The ServCollab Perspective on Elevating Human Experience
Raymond P. FiskThis commentary describes ServCollab’s perspective on Elevating Human Experience and urges researchers to join in collaborating on research to reduce suffering and improve…
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 voice for the silent: uncovering service exclusion practices
Sylvia C. Ng, Hui Yin Chuah, Melati NungsariThis paper aims to provide an in-depth conceptualization of service exclusion by drawing on our exploratory research as well as thick and rich insights from the authors 
Editorial: The Triple-A framework for serving humanity with service research
Sertan Kabadayi, Rodoula H. TsiotsouThis paper aims to propose a conceptual framework for service research and introduces the first ServCollab special issue on the topic “Broadening and reinvigorating the…
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…
Customer service co-creation literacy for better service value: evidence from the health-care sector
Tram-Anh Ngoc Pham, Hau Nguyen Le, Dung Tien Nguyen, Thuy Ngoc PhamUnderstanding customers’ expertise for better service co-creation is of great importance. To be an effective co-creator, customers need to have much more knowledge than a…
A transformative service research perspective on caste-based discrimination in microcredit lending in India
Kanika Meshram, Rohan VenkatramanThis research aims to address the transformative service research (TSR) agenda by examining the issue of caste-based financial exclusion in microcredit lending services in…
Service inclusion for tourists with disabilities: scale development and validation
Maheen Iqbal Awan, Amjad Shamim, Muhammad Shoaib Saleem, Shahbaz Shabbir GillThe purpose of this study is to develop a scale for measuring service inclusion for tourists with disabilities in tourism and hospitality services. Transformative service…
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.
Editorial: Research priorities in the new service marketplace
Mark Scott Rosenbaum, Rebekah Russell-Bennett, Germán Contreras-RamírezThis editorial aims to identify new research priorities in the service marketplace that are emerging because of consumer and organizational trends in the shadow of the…
Improving service interactions through inclusive language for Sindh’s Sheedis
Ameer Ali, Maya Khemlani David, Abdul Razaque ChannaThis research aims to explore how racist language in service interactions in the health and education sectors affects service consumers belonging to the Sheedi community…
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…
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…
A systematic literature review of service-related research on refugees
Ilayaraja Subramanian, Jörg Finsterwalder, C. Michael HallThis study aims to systematically review and conceptualise service-related research on refugees to identify gaps in the literature, derive future research avenues and…
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 (tâ’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…
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…
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…
Mobile payment adoption in Latin America
Ainsworth Anthony Bailey, Carolyn M. Bonifield, Alejandro Arias, Juliana VillegasService providers have a vested interest in enhancing adoption of technologies that improve the customer service experience. Buoyed by this idea, this paper aims 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…
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…
Promoting social resilience in service communities: a molecular biology perspective
Elina Tang, Christopher BlockerThis research aims to examine pathways for providers to facilitate social resilience in service communities to promote collective well-being and engagement.
Stepping up, stepping out: the elderly customer long-term health-care experience
Cheng-Yu Lin, En-Yi ChouDemand for long-term care services increases with population aging. This study aims to develop a conceptual model of elderly customers’ health-care experiences to explore…
Investigating the role of customer forgiveness following a double deviation
Cheng-Yu Lin, En-Yi ChouDespite double deviation being an acknowledged phenomenon in services marketing, less research has been devoted to the evaluation of the underlying relationships between…
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…
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…
The effects of employee behavior in sustainable service organizations
Isabel Kittyma Disse, Hürrem Becker-ÖzcamlicaNumerous service organizations involve employees in strengthening customer relationships. While the literature has emphasized the importance of a sustainable market…
Human enhancement technologies and the future of consumer well-being
Vitor Lima, Russell BelkThe purpose of this paper is to propose a conceptual framework that highlights transhumanism’s ideals of achieving superintelligence, super longevity and super well-being…
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…
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 
How gun control policies influence consumers’ service business 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 business…
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…
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…
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…
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…
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…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum
Further Information
