Journal of Services Marketing: Volume 32 Issue 1


Table of contents - Special Issue: Customer Engagement in Service Innovation: Theoretical and Empirical Advancements

Guest Editors: Linda D Hollebeek, Tor W. Andreassen

The S-D logic-informed “hamburger” model of service innovation and its implications for engagement and value

Linda D. Hollebeek, Tor W. Andreassen

While research on customer engagement and service innovation is rapidly emerging, limited insight exists into the interface of these topic areas. However, given the shared…


The two sides of empowering consumers to co-design innovations

Agung Sembada

The purpose of this paper is to examine how empowering consumers by means of co-designing activities influences both positive and negative consumer engagement with new…


Continued value creation in crowdsourcing from creative process engagement

Bhuminan Piyathasanan, Christine Mathies, Paul G. Patterson, Ko de Ruyter

Crowdsourcing delivers creative ideas for the issuing firm, but participants’ engagement in the creative process also creates additional benefits to firms and…


How do innovators stay innovative? A longitudinal case analysis

Sven Tuzovic, Jochen Wirtz, Loizos Heracleous

How can some companies be the innovation leader in their industry over prolonged periods of time, whereas others cannot? The purpose of this study is to understand a…


A trial engagement? Innovative free and other service trials

David H.B. Bednall, Harmen Oppewal, Krongjit Laochumnanvanit, Cuc Nguyen

This paper aims to discover how consumers process an innovative set of systematically varied service trial offers and how this affects their learning and interaction as…

Engaging customers in value co-creation or co-destruction online

Tingting Zhang, Can Lu, Edwin Torres, Po-Ju Chen

This paper aims to develop a theoretical model to understand co-creation/co-destruction of value through customer engagement in online channels. It also investigates the…


Promoting brand engagement behaviors and loyalty through perceived service value and innovativeness

Civilai Leckie, Munyaradzi W. Nyadzayo, Lester W. Johnson

The purpose of this study is to investigate the role of perceived value and innovativeness (service concept newness and relative advantage) in promoting customer brand…


Customer engagement behaviours in social media: capturing innovation opportunities

Jamie Carlson, Mohammad Rahman, Ranjit Voola, Natalie De Vries

Social media brand pages have become instrumental in enabling customers to voluntarily participate in providing feedback/ideas for improvement and collaboration with…


Epilogue – service innovation actor engagement: an integrative model

Linda D. Hollebeek, Tor W. Andreassen, Dale L.G. Smith, Daniel Grönquist, Amela Karahasanovic, Álvaro Márquez

While (customer) engagement has been proposed as a volitional concept, our structuration theory/S-D logic-informed analyses of actors’ (e.g. employees’) engagement in…

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Emerald Publishing Limited

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  • Dr Rebekah Russell-Bennett
  • Dr. Mark Rosenbaum