Journal of Service Management
Issue(s) available: 73 – From Volume: 20 Issue: 1, to Volume: 33 Issue: 6
Volume 33
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Issue 1 2022
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Volume 22
Volume 21
Reflections and predictions on effects of COVID-19 pandemic on retailing
Peter C. Verhoef, Corine S. Noordhoff, Laurens SlootThe Covid-19 pandemic has a strong effect on societies, business and consumers. Governments have taken measures to reduce the spread of the pandemic, such as social…
The olfactory experience (in retail) scale: construction, validation and generalization
Subhadip Roy, Priyanka SinghMeasurement scales for sensory experience in retailing exist for sight, touch and sound. In the present study, the authors aim to develop the olfactory experience (OEX…
Value creation and cost reduction in health care – outcomes of online participation by health-care professionals
Jens Hogreve, Andrea BeierleinThe authors explore the outcomes of health-care professionals' participation in a vendor-hosted online community by combining qualitative and quantitative data collected…
Programmatic advertising in online retailing: consumer perceptions and future avenues
Robert Ciuchita, Johanna Katariina Gummerus, Maria Holmlund, Eva Larissa LinhartDigital advertising enables retailers to rely on large volumes of data on consumers and even leverage artificial intelligence (AI) to target consumers online with…
Realizing the economic and circular potential of sharing business models by engaging consumers
Marie-Julie De Bruyne, Katrien VerleyeToday's sharing economy covers a variety of business models. This research aims to (1) identify dimensions along which sharing businesses may vary and (2) investigate how…
A tribute to Dr Pierre Eiglier: a service field founder with timeless service wisdom
David E. BowenThis tribute to Dr Pierre Eiglier, who passed in February 2020, was prepared for the “17th International Research Conference in Service Management 2022” in La Londe les…
Piloting personalization research through data-rich environments: a literature review and future research agenda
Khalid Mehmood, Katrien Verleye, Arne De Keyser, Bart LarivièreOver the last 50 years, increased attention for personalization paved the way for one-to-one marketing efforts, but firms struggle to deliver on this promise. The purpose…
I am. Therefore, I will? Predicting customers' willingness to co-create using five-factor theory
Pascal David Vermehren, Katrin Burmeister-Lamp, Sven HeidenreichCustomers' participation in co-creation is a prerequisite for co-creation success. To identify customer co-creators, research has shown a recent interest in the role of…
Service system well-being: scale development and validation
Gaurangi Laud, Cindy Yunhsin Chou, Wei Wei Cheryl LeoRecent marketing research provides conceptual models to investigate the well-being of collectives, but service system well-being (SSW) remains untested empirically. This…
Employee-(ro)bot collaboration in service: an interdependence perspective
Khanh Bao Quang Le, Laszlo Sajtos, Karen Veronica FernandezCollaboration between frontline employees (FLEs) and frontline robots (FLRs) is expected to play a vital role in service delivery in these increasingly disrupted times…
Theorising brand aura
Nicholas Alexander, Anne Marie DohertyBuilding on Walter Benjamin's philosophical reflections on aura and authenticity, this article aims to conceptualise and theorise brand aura.
Empathetic creativity for frontline employees in the age of service robots: conceptualization and scale development
Khoa The Do, Huy Gip, Priyanko Guchait, Chen-Ya Wang, Eliane Sam BaakliniWhile robots have increasingly threatened frontline employees’ (FLEs) future employment by taking over more mechanical and analytical intelligence tasks, they are still…
Augmented reality magic mirror in the service sector: experiential consumption and the self
Khaled El-Shamandi Ahmed, Anupama Ambika, Russell BelkThis paper examines what the use of an augmented reality (AR) makeup mirror means to consumers, focusing on experiential consumption and the extended self.
Building organizational resilience with digital transformation
Zeya He, Huiling Huang, Hyeyoon Choi, Anil BilgihanUncertain times [e.g. coronavirus disease 2019 (COVID-19)] require service businesses to respond in creative, flexible and resilient ways. This paper aims to develop and…
Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study
Frédéric PonsignonThis article aims to provide an understanding of how utilitarian services can make the customer experience more hedonic.
Linking servicescape and experiencescape: creating a collective focus for the service industry
Jay Kandampully, Anil Bilgihan, Sally Mohamed AmerThe purpose of this paper is to review what one knows – and does not know about servicescape and experiencescape. The paper provides a comprehensive conceptualization…
Immersive netnography: a novel method for service experience research in virtual reality, augmented reality and metaverse contexts
Robert V. KozinetsAs immersive technologies gain wider adoption, contemporary service researchers are tasked with studying their service experiences in ways that preserve and attend to…
Experiential AR/VR: a consumer and service framework and research agenda
Lia Zarantonello, Bernd H. SchmittThe paper focuses on extended reality technologies and their potential contribution to the improvement of services. First, it identifies extended reality technologies…
ISSN:
1757-5818Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully
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