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Understanding customers is critical for service researchers and practitioners. Today, customers are increasingly active online, and valuable information about their opinions, experiences and behaviors can be retrieved from a variety of online platforms. Online customer information creates new opportunities to design personalized and high-quality service. This paper aims to review how netnography as a method can help service researchers and practitioners to better use such data.

A systematic review and analysis were conducted on 321 netnography studies published in marketing journals between 1997 and 2017.

The systematic review reveals that netnography has been applied in a variety of ways across different marketing fields and topics. Based on the analysis of existing netnography literature, empirical, theoretical and methodological recommendations for future netnographic service research are presented.

This paper shows how netnography can offer service researchers unprecedented opportunities to access naturalistic online data about customers and, hence, why it is an important method for future service research.

Netnographic research can help service firms with, for example, service innovation, advertising and environmental scanning. This paper provides guidelines for service managers who want to use netnography as a market research tool.

Netnography has seen limited use in service research despite many promising applications in this field. This paper is the first to encourage and support service researchers in their use of the method and aims to stimulate interesting future netnographic service research.

This paper aims to study how activists involved in consumer-initiated cooperatives, in a specific context, challenge the practices of the neoliberal system and develop counter-practices that are ingrained with their values. It aims to access the transformative capacity and inclusiveness of consumer-initiated cooperatives and the role played by prefigurative practices in changing the status quo. Three practices – defetishization of agricultural commodities, surplus generation and distribution, prefiguration – that enable the inclusion of those groups who are marginalized in the food production and consumption nexus by neoliberal policies are identified.

The findings of this paper were developed from 23 unstructured interviews, participant observation and analysis of the social media accounts of five consumer-initiated cooperatives located in different districts of Istanbul and which are involved in a collective response to the neoliberal policies.

The study discusses that, in a specific context, political events and economic policies can be a catalyst for the initiation of alternative consumer-initiated cooperatives. The findings indicate that these organizations can develop and articulate prefigurative practices that are influential in transforming the prevailing capitalist food provisioning system to be more inclusive.

The findings offer an alternative view to the dominant capitalist logic and advance the concept of how the economic sphere can be re-politicized and how the persevering notion of financial performance is resolved by invoking values of inclusion, solidarity, responsibility and sharing. The findings are based on the study of five cases in a specific context during a specific period.

This paper focuses on cooperatives owned and governed by activist consumers and presents results concerning their underlying practices for creating a food provisioning system that is inclusive and aiming for social justice and equality. Similarly, it provides evidence of how local political and economic conditions influence the appropriation and development of these practices – commodity defetishization, surplus distribution and prefiguration.