Journal of Services Marketing: Volume 30 Issue 3

Editorial: beyond publish or perish: the importance of citations and how to get them

Steve Baron, Rebekah Russell-Bennett

The purpose of this paper is to demonstrate the importance of citations as a success metric and provide practical tips for increasing citations.

Retrospective: a cross-sectional test of the effect and conceptualization of service value revisited

J. Joseph Cronin

This paper aims to provide an evaluation of the findings first put forward in the article “A cross-sectional test of the effect and conceptualization of service value” with the…

Does a retailer’s charisma matter? A study of frontline employee perceptions of charisma in the retail setting

Arto Lindblom, Sami Kajalo, Lasse Mitronen

In today’s retail environment, retailers’ leadership skills can make the difference between the success and failure of their retail stores. Despite the acknowledgment that…

Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise

Donald C. Barnes, Joel E. Collier, Vince Howe, K. Douglas Hoffman

Historically, firms have dedicated an abundance of resources in the pursuit of customer satisfaction and its corresponding favorable consequences. However, research indicates that…

Propensity for reciprocity among frontline employees

David A. Gilliam, Steven W. Rayburn

This paper aims to examine how other-regarding personality traits relate to reciprocity among frontline employees (FLEs).

The effect of workplace incivility on service employee creativity: the mediating role of emotional exhaustion and intrinsic motivation

Won-Moo Hur, Taewon Moon, Jea-Kyoon Jun

This study aims to examine how workplace incivility (i.e. coworker and customer incivility) affects service employees’ creativity, specifically the way emotional exhaustion at…

How does customer orientation influence authentic emotional display?

Yu-Shan (Sandy) Huang, Tom J. Brown

The purpose of this paper is to examine how customer orientation affects frontline service workers’ deep acting and to what extent the effect is moderated by the severity of…

Determinants of customer price sensitivity: an empirical analysis

Sérgio Dominique-Ferreira, Helder Vasconcelos, João F. Proença

Consumer price sensitivity has become a major issue over the past few decades. This paper aims to investigate the importance that insurance customers give to premiums, insurers…

Gratitude in service encounters: implications for building loyalty

Dora Elizabeth Bock, Judith Anne Garretson Folse, William C. Black

While research on customer gratitude is gaining momentum, there is an absence of a clear conceptualization and operationalization of the construct. This paper aims to provide a…

Consumer envy during service encounters

Gerardo Joel Anaya, Li Miao, Anna S. Mattila, Barbara Almanza

This paper aims to explore consumer envy in the context of service encounters. Envy-elicited cognitive appraisals, emotions, interpersonal and organizational consequences were…