Journal of Services Marketing: Volume 32 Issue 2

Incremental and radical open service innovation

Per Myhren, Lars Witell, Anders Gustafsson, Heiko Gebauer

Open service innovation is an emergent new service development practice, where knowledge on how to organize development work is scarce. The purpose of the present research is to…

Modeling the consumer journey for membership services

Morris George, Kirk L. Wakefield

The purpose of this study is to model the consumer journey of admission-based membership services from initial purchase to full-season memberships. Particularly, the study pays…

Service online search ads: from a consumer journey view

Ming Cheng, Chris K. Anderson, Zhen Zhu, S. Chan Choi

This study aims to address the following research questions: Do the two types of service firms (individual or aggregator) have similar competitiveness on online search ads? How…

Developing a deeper understanding of positive customer feedback

Linda Nasr, Jamie Burton, Thorsten Gruber

The purpose of this paper is to highlight the importance and extend the understanding of the underresearched concept of personal positive customer feedback (PCF). By comparing and…

Emerging adulthood, sharing utilities and intention to use sharing services

Adesegun Oyedele, Penny Simpson

This study aims to test Lamberton and Rose’s (2012) commercial sharing utility model of access-based consumption use in three different contexts: car-sharing, room-sharing and…

Senior citizens’ perspective on the value offerings of third place via customer to customer (C-2-C) engagement

Kanika Meshram, Aron O’Cass

The purpose of this paper is to offer a framework of third-place value offering that explains how specific consumer groups’, senior citizens, customer-to-customer engagement in…

The trustworthiness of internet-based quality signals: an interactivity perspective

Wenbin Ni, Hongyi Sun

This study aims to examine the trustworthiness of internet-based quality signals (specifically webpages and before-sale services) from the perspective of interactivity by…

Bricks or clicks? Understanding consumer usage of retail mobile apps

Christopher L. Newman, Kathleen Wachter, Allyn White

Mobile apps represent an emergent self-service technology that has greatly contributed to the rise of mobile shopping. However, the existing services and marketing literature…

Delivering warmth by hand: customer responses to different formats of written communication

Xingyao Ren, Lan Xia, Jiangang Du

The effect of different formats of message delivery has received little theoretical and empirical examination. This research focuses on the effect of written relational…

Understanding customers’ compliance behaviour to frontline employees’ fuzzy requests

Xiaodong Li, Shengliang Zhang, Chuang Wang, Xinshuai Guo

Due to interactive fluctuations during service encounters, fuzzy requests frequently occur from either frontline employees or customers. While such requests from customers have…