Journal of Services Marketing: Volume 33 Issue 7

Online/offline information search patterns and outcomes for services

Alberto Sa Vinhas, Douglas Bowman

This study aims to determine the antecedents and consequences of information source choice to support a purchase decision for services high in experience attributes.

Services marketing practices in diverse cultures: Canada compared to Qatar

Allam K. Abu Farha, Paul Sergius Koku, Sam O. Al-Kwifi, Zafar U. Ahmed

The service marketing literature has traditionally argued that the marketing practices of service firms that operate in diverse cultures should also differ. This paper aims to…

Error management in service security breaches

Wei Wei, Lu Zhang, Nan Hua

Error management has begun to receive growing attention from both academic scholars and industry practitioners in marketing. However, the impacts of error management on consumers…

Managing customer-to-customer interaction (CCI) – insights from the frontline

Richard Nicholls, Marwa Gad Mohsen

The purpose of this study is to explore the capacity of frontline employees (FLEs) to provide insights into customer-to-customer interaction (CCI) and its management in service…

Rate my firm: cultural differences in service evaluations

Rodoula H. Tsiotsou

Cross-cultural research constitutes a pivotal topic for marketing; however, the literature indicates that there are a few studies analyzing social media reviews from a…

The role of technology in collaborative consumer communities

Samuel Guillemot, Hélène Privat

While some collaborative consumption activities are underpinned by commercial logics and dispositions, local collaborative consumer communities are organised around non-commercial…

Enhancing online rapport experience via augmented reality

Tseng-Lung Huang, Shane Mathews, Cindy Yunhsin Chou

The purpose of this study is to draws on self-determination and self-evaluation theories to examine the psychological factors impacted by augmented reality (AR) services, an…

Value co-destruction: a typology of resource misintegration manifestations

Gaurangi Laud, Liliana Bove, Chatura Ranaweera, Wei Wei Cheryl Leo, Jill Sweeney, Sandra Smith

Actors who participate in co-created service experiences typically assume that they will experience improved well-being. However, a growing body of literature demonstrates that…

The role of customer engagement facets on the formation of attitude, loyalty and price perception

Maxi Bergel, Phillip Frank, Christian Brock

This study aims to investigate the influence of customer satisfaction on four facets of customer engagement: customer influencer behavior, knowledge behavior, referral behavior…

Bringing the individual into the co-creation of value

Kumar Rakesh Ranjan, Stuart Read

Despite the increasing prominence of value co-creation (VCC) in extant research, the area of customer co-creation is in its infancy and many aspects are not well-understood. This…

Recovering co-created service failures: the missing link of perceived justice and ethicalness

Shuqin Wei, Tyson Ang, Nwamaka A. Anaza

Drawing on the fairness theory, this paper aims to propose a conceptual framework that investigates how co-creation in the failed service delivery (coproduction intensity) and…

Frontline backlash: service employees’ deviance from digital processes

Sonja Christ-Brendemühl, Mario Schaarschmidt

The purpose of this study is to investigate how the implementation of digital interfaces into service encounters is transforming demands toward frontline service employees. In…

Understanding employee sabotage while serving refugees: the case of Syrian refugees in Turkey

Sertan Kabadayi

Service providers can potentially play a critical role in responding to the global refugee crisis. However, recent evidence suggests that local service employees’ negative and…