Journal of Services Marketing: Volume 35 Issue 7

Guest Editorial: Expanding service research in the MEA (Middle East and Africa) region

Linda Alkire, Wafa Hammedi

The purpose of this special issue is to advance discussions on how the richness, complexities and challenges of the Middle East and Africa (MEA) context can contribute to the…

Commentary: enabling service wisdom for MEA organizations and society

Raymond P. Fisk

This commentary seeks to enable service researchers in the Middle East and Africa (MEA) regions and those in other regions to pursue service research that addresses the many…

Shaping service delivery through faith-based service inclusion: the case of the Salvation Army in Zambia

Janet Davey, Eldrede Kahiya, Jayne Krisjanous, Lucy Sulzberger

While service inclusion principles raise the awareness of scholars to service that improves holistic well-being, little research explicitly investigates the spiritual dimensions…

Transforming human trafficking rescue services in Nigeria: towards context-specific intersectionality and trauma-informed perspectives

Foluké Abigail Badejo, Ross Gordon, Robyn Mayes

This study aims to introduce context-specific intersectionality and trauma-informed perspectives for transformative services theory and practice. While transformative service…

Customer experience quality in African B2B contexts

Volker G. Kuppelwieser, Phil Klaus

The purpose of this paper is to replicate the EXQ measurement scale in the business-to-business (B2B) environment of two African countries. This paper contrasts EXQ’s measurement…

Drivers of the experience value of mobile money transfer service: Senegaleseuser perspectives

Ndeye Astou Manel Fall, Fatou Diop-Sall, Ingrid Poncin

Digital service innovations have enabled service market access, transforming Africa. This paper aims to investigate individual and contextual drivers of experience value of mobile…

A phenomenological exploration into sustainability in the foodservice industry in the MEA region

Wided Batat

Previous research on sustainability in the foodservice industry has emphasized its environmental, social and economic dimensions predominantly studied within a Western context or…

Learning from the resourceness blind spot for service innovation at the base of the pyramid

Michelle Greene, Allard Cornelis Robert van Riel

This paper aims to investigate whether and why the base of the pyramid (BOP) actors display passive innovation resistance because of which they reject service innovations without…

Financial services experience and consumption in Nigeria

Taiwo O. Soetan, Emmanuel Mogaji, Nguyen Phong Nguyen

To understand the financial services experience and consumption in Nigeria from the perspectives of both the customers and managers. This study aims to explore this…

Right to health and access to health-care services for refugees in Turkey

N. Ela Gokalp Aras, Sertan Kabadayi, Emir Ozeren, Erhan Aydin

This paper aims to provide a comprehensive understanding of factors that contribute to refugees’ exclusion from health-care services. More specifically, using institutional…