Journal of Services Marketing
Issue(s) available: 203 – From Volume: 1 Issue: 1, to Volume: 34 Issue: 7
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
The effect of mindfulness on service encounter quality
Emma Junhong Wang, Pierre R. Berthon, Nada Nasr BechwatiThis 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.
Perception of customer retail experiences in Poland
Agnieszka Kacprzak, Katarzyna DziewanowskaPoland’s political and economic transition of 1989 resulted in a cultural trauma experienced by consumers, which has influenced their perception of the retail experience…
Transforming the role of frontline service employees for cross-selling
HsiuJu Rebecca Yen, Paul Jen-Hwa Hu, Yi-Chun LiaoThis study aims to examine how a manager’s learning goal orientation (LGO) influences frontline service employees’ (FSEs’) engagement in cross-selling activities. Such…
Industry 4.0 in services: challenges and opportunities for value co-creation
Andrei Bonamigo, Camila Guimarães FrechThis 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…
Viewpoint: service research in Post-Soviet states and the former eastern bloc
Marek GnusowskiThis paper aims to improve the service discipline’s understanding of the unique challenges and opportunities that services marketers encounter in Central, Eastern and…
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…
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.
An exploration of the drivers of employee motivation to facilitate value co-creation
Donia Waseem, Sergio Biggemann, Tony GarryThis paper aims to explore the drivers of employee motivation to facilitate value co-creation. Specifically, it enhances the understanding of social and contextual…
Viewpoint: Service products, development of service knowledge and our community’s target audience
Jochen WirtzThis 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…
Editorial: age is a construct, not a characteristic
Volker Kuppelwieser, Philipp KlausIn aging societies all over the world, an increased understanding of age and age-related insights is critical to theory development, generalizations, model adaptations and…
Introducing relational dialectics on actor engagement in the social media ecosystem
Rodoula H. TsiotsouThe 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.
Co-creating value in post-communists contexts: capability perspective
Maciej Mitrega, Vojtech Spacil, Gregor PfajfarThe 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…
Understanding sources of financial well-being in Romania: A prerequisite for transformative financial services
Rodica Ianole-Calin, Geoffrey Hubona, Elena Druica, Cecilia BasuThe 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…
Meeting of the minds: research priorities for value co-creation in dialogical conferences
Joy Parkinson, Janet DaveyThis paper aims to explain the development of the dialogical conference, develop a framework for understanding the social construction of the dialogical conference and…
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. ArnoldThis paper aims to investigate how perceptions of employee authenticity and customer–employee rapport influence customers’ interactional justice assessments and related…
Customer effort in mandatory and voluntary value cocreation: a study in a health care context
Tram-Anh Ngoc Pham, Jillian Carol Sweeney, Geoffrey Norma SoutarThis 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…
Going with the flow: smart shopping malls and omnichannel retailing
Nisreen Ameen, Ali Tarhini, Mahmood Shah, Nnamdi O. MadichieThe transition from multichannel to omnichannel retailing requires a better conceptualisation, especially for customer experience in smart shopping malls. Therefore, this…
Customer brand engagement during service lockdown
Linda D. Hollebeek, Dale L.G. Smith, Edward Kasabov, Wafa Hammedi, Alexander Warlow, Moira K. ClarkWhile the customer brand engagement (CBE) research has advanced important insight, most studies to date explore CBE under regular, free-market conditions, yielding an…
Mobile contextual marketing in a museum setting
Xueting Dou, Alei Fan, Liping CaiThis paper aims to investigate how the contextual marketing strategy facilitated by mobile technology enhances consumers’ purchase intention and experiential quality in a…
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…
Effect of interactive marketing channels on service customer acquisition
Kashef A. MajidThe 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…
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…
E-service quality on live streaming platforms: swift guanxi perspective
Min Zhang, Lin Sun, Fang Qin, G. Alan WangIn recent years, more and more e-retailers have adopted live streaming services to attract customers. Although the extant literature has mostly examined the motivations…
Information processing by elderly consumers: a five-decade review
Gianluigi Guido, Marco Pichierri, Cristian Rizzo, Verdiana Chieffi, George MoschisThe purpose of this study is to review scholarly research on elderly consumers’ information processing and suggest implications for services marketing.
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…
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…
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…
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.
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…
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…
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.
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…
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…
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
