Journal of Services Marketing: Volume 33 Issue 2

Understanding customer-perceived quality in informal stores

Christian Nedu Osakwe

Although customer-perceived quality (CPQ) has been studied for years, very little is known about the implications of CPQ to informal retail stores particularly in collectivist and…

Looking forward: anticipation enhances service experiences

Rosemary Polegato, Rune Bjerke

This paper aims to explore the nature and relationships among the dimensions that constitute expectations, anticipation and post-experience assessment of cultural events, before…

Donation appeals rewarding fitness in the context of CSR initiatives

Sungwoo Choi, Anna S. Mattila, Donna Quadri-Felitti

The purpose of this study is to examine the impact of the donation appeals requiring physical effort on consumers’ willingness to donate in the context of corporate social…

Effects of the biophilic atmosphere on intention to visit: the affective states’ mediating role

Leonardo Ortegón-Cortázar, Marcelo Royo-Vela

This paper aims to analyze how a biophilic atmosphere inspired by nature influences customers’ affective states and intention to visit shopping centers, and to empirically test…

“My bad”: investigating service failure effects in self-service and full-service settings

Sören Köcher, Stefanie Paluch

Companies in diverse branches offer a variety of service alternatives that typically differ in terms of the degree to which customers are actively involved in service delivery…

Customer advocates with a generous heart

Jake An, Liem Viet Ngo, Mathew Chylinski, Quan Tran

Despite the fact that prosocial motivation is related to word of mouth (WOM), few studies have been conducted to investigate the psychological and behavioral processes that…

Perceived justice and CSR after service recovery

Suna La, Beomjoon Choi

The purpose of this paper is to examine the relationships between perceived justice and perceived corporate social responsibility (CSR) and the impact of perceived justice and CSR…

The influence of customer characteristics on frontline employees’ customer need knowledge

Björn A. Hüttel, Zelal Ates, Jan Hendrik Schumann, Marion Büttgen, Stephanie Haager, Marcin Komor, Julian Volz

This paper aims to investigate the influence of individual customer characteristics on frontline employees’ (FLEs) customer need knowledge (CNK), a construct that objectively…

Internal market orientation as a value creation mechanism

Achilleas Boukis

This paper aims to re-examine the nature, aim and scope of internal market orientation (IMO) and introduce it as a value creation mechanism for the firm’s internal market. A…

Understanding technology mediation and new service provider roles in health care

Athanasia Daskalopoulou, Kathy Keeling, Rowan Pritchard Jones

Service research holds that as services become more technology dominated, new service provider roles emerge. On a conceptual level, the potential impact of different roles has…