Journal of Services Marketing: Volume 37 Issue 5

Flirting in service encounters: does the server’s sex matter?

Tali Seger-Guttmann, Hana Medler-Liraz

Scholars have acknowledged gender-role ideology as a central factor in flirting style. This study aims to exam the combined effect of flirting type and flirter's sex on positive…

Which loyalty program do customers prefer: a coalition program or a single-firm program?

Miyuri Shirai

This study aims to examine consumers’ responses to two types of loyalty programs: coalition and single-firm programs. This study explains the mechanism underlying the link between…

The role of information for the customer journey in mobile food ordering apps

Paulo Rita, Vasco Eiriz, Beatriz Conde

This study aims to determine how to influence the customer journey of mobile food ordering applications (MFOAs) users. It researches how available information could influence…

Why switch? The role of customer variety-seeking and engagement in driving service switching intention

Choukri Menidjel, Linda D. Hollebeek, Sigitas Urbonavicius, Valdimar Sigurdsson

This study aims to examine the role of service customers’ variety-seeking and engagement in driving their service switching intention. The authors also explore the moderating role…

The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem

Xin Ming Stephanie Chen, Lisa Schuster, Edwina Luck

Emerging transformative service research (TSR) studies adopt a service system lens to conceptualise well-being across the micro, meso and macro levels of aggregation, typically…

Enhanced review facilitation service for C2C support: machine learning approaches

Yanni Ping, Alexander Buoye, Ahmad Vakil

The purpose of this study is to present a methodology for enhancing the quality and usefulness of online reviews for prospective customers to investigate how this contemporary…

Learning self-efficacies influence on e-servicescapes: rethinking post-pandemic pedagogy

Clare D′Souza, Pam Kappelides, Nkosinathi Sithole, Mei Tai Chu, Mehdi Taghian, Richard Tay

The post-pandemic recognises changes are required; universities need to rethink their e-servicescapes strategies by offering different approaches to enhance students’ learning…

Exploring service employees’ involvement in value co-creation: dimensions, antecedents and consequences

Hangjun Xu, Chuanyi Tang, Lin Guo

Although customer co-creation has received a significant amount of attention in both practice and academics, most of the previous studies have been conducted from the customer…

Engraving customer experiences through digital technologies

Chang-Tang Chiang

In recent decades, customer experiences (CXs) have gained considerable attention from both academics and service industries. However, the role of digital technologies in CXs is…