Journal of Services Marketing: Volume 37 Issue 4

Need for distinction moderates customer responses to preferential treatment

Vivian Pontes, Dominique A. Greer, Nicolas Pontes, Amanda Beatson

This paper aims to examine how individuals’ need for distinction moderates the effect of perceived harm to others as a result of preferential treatment on customers’ attitudes…

Understanding online retail brand equity: a cross-cultural perspective

Pablo Farías, Miguel Reyes, Jenny Peláez

This study aims to assess how department store websites can add online retail brand equity. A quick, relatively easy and low-cost diagnostic tool for stakeholders (e.g. retailers…

Investigating assortative mating processes inside Internet-dating-service settings

Aaron Schibik, David Strutton, Kenneth Thompson

The purpose of this study was to investigate assortative mating processes inside Internet-dating-service settings. Unattached consumers traditionally sought to satisfy their need…

Can both entrepreneurial and ethical leadership shape employees’ service innovative behavior?

Giang Hoang, Tuan Trong Luu, Tuan Du, Thuy Thu Nguyen

Employee’s service innovative behavior lays the groundwork for bottom-up innovation and ongoing service improvement in service firms. Therefore, it is vital for service…

Mental conversion: a customer service strategy impacting shopping experiences

Yan Meng, Stephen J. Gould, Lei Song, Hua Chang, Shiva Vaziri

This study aims to provide a practical strategy for customer service and salesforce from the basis of behavioral economics. When customers thought they missed a discount but…

Longitudinal upgrades and asymmetric effects of satisfaction and perceived-value

Chadwick J. Miller, Laszlo Sajtos, Katherine N. Lemon, Jim Salas, Martha Troncoza, Lonnie Ostrom

The purpose of this paper is to investigate how customers’ upgrading/downgrading _(t−1) behavior may be predictive of future spending. Further, this paper also investigates how…

Collaborative space: framework for collaborative consumption and the sharing economy

Payam Akbar, Stefan Hoffmann

The purpose of this paper is to develop and introduce the new concept of the collaborative space.

Seeking thrills during a crisis? A TSR and hierarchy of effects perspective of the transformative potential of travel

Rory Mulcahy, Shahab Pourfakhimi, Girish Prayag, Elham Falatoonitoosi, Noel Scott

This study aims to theorise and empirically test a model based on the hierarchy of effects behavioural learning approach (“do-think-feel”) to explain how travel during a crisis…

Can you ask “too much” of your customers?

V. Myles Landers, Colin B. Gabler, Haley E. Hardman, William Magnus Northington

Companies are beginning to rely more on customer participation (CP). As a result, consumers are expected to expend more resources throughout the service exchange. Through three…