Journal of Services Marketing: Volume 29 Issue 6/7

Fresh thinking in services marketing: contemporary, cutting-edge and creative thoughts

Rebekah Russell-Bennett, Steve Baron

– The purpose of this paper is to highlight and promote fresh thinking in services marketing research.

Conducting service research that matters

Anders Gustafsson, Lerzan Aksoy, Michael K. Brady, Janet R. McColl-Kennedy, Nancy J. Sirianni, Lars Witell, Nancy V. Wuenderlich

The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational…

Fresh perspectives on customer experience

Janet R. McColl-Kennedy, Anders Gustafsson, Elina Jaakkola, Phil Klaus, Zoe Jane Radnor, Helen Perks, Margareta Friman

The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer…

Exploring dualities of service innovation: implications for service research

Lars Witell, Laurel Anderson, Roderick J. Brodie, Maria Colurcio, Bo Edvardsson, Per Kristensson, Line Lervik-Olsen, Roberta Sebastiani, Tor Wallin Andreassen

– The purpose of this study is to explore three paradoxes of service innovation and provide a way forward for fresh thinking on the topic.

“Futurizing” smart service: implications for service researchers and managers

Nancy V. Wuenderlich, Kristina Heinonen, Amy L. Ostrom, Lia Patricio, Rui Sousa, Chris Voss, Jos G.A.M. Lemmink

The purpose of this paper is to craft a future research agenda to advance smart service research and practice. Smart services are delivered to or via intelligent objects that…

Relative measures in service research

Lerzan Aksoy, Jens Hogreve, Bart Lariviere, Andrea Ordanini, Chiara Orsingher

The purpose of this paper is to introduce an alternative novel approach to measurement of customer perceptions of the service experience that links closely with customer loyalty…

Extending the context of service: from encounters to ecosystems

Melissa Archpru Akaka, Stephen L. Vargo

The purpose of this paper is to extend conceptually the context of service beyond service encounters and servicescapes by applying a service-ecosystem approach to context and…

Relationality in the service logic of value creation

Mary FitzPatrick, Richard J. Varey, Christian Grönroos, Janet Davey

The purpose of this paper is to present a framework – the Relationality Framework – for elaborating relational behaviour, in response to calls to address the ontological…

Customer-dominant logic: foundations and implications

Kristina Heinonen, Tore Strandvik

The purpose of this paper is to analyze the theoretical and practical implications of adopting customer-dominant logic (CDL) of service, focusing on how firms can become involved…

Resource integration in liminal periods: transitioning to transformative service

Lilliemay Cheung, Janet R. McColl-Kennedy

The purpose of this paper is to introduce a transformative service logic-based framework designed to help researchers and practitioners better understand resource integration in…

How a customer participates matters: “I am producing” versus “I am designing”

Beibei Dong

This paper aims to conceptually and empirically differentiate between two types of customer participation (CP): CP as “producers” (CPP), when customers primarily contribute…

A self-determination theory perspective on customer participation in service development

Jon Engström, Mattias Elg

The purpose of this paper is to explore what motivates patients to participate in service development and how participation may influence their well-being. Health-care providers…

Understanding consumer loyalty to technology-based self-services with credence qualities

Lisa Schuster, Judy Proudfoot, Judy Drennan

This paper aims to use the Model of Goal-Directed Behavior (MGB) to examine the factors affecting consumers’ continued use of emerging technology-based self-services (TBSSs) with…

An investigation into gamification as a customer engagement experience environment

Tracy Harwood, Tony Garry

This study aims to provide empirically generated insights into a gamification approach to online customer engagement and behavior (CE and CEB). There is a substantive discrepancy…

Integrating social issues and customer engagement to drive loyalty in a service organisation

Ingrid M. O'Brien, Wade Jarvis, Geoffrey N. Soutar

The paper aims to measure and identify customer preference for social issues and understand the importance of customer engagement when service organisations implement corporate…

Value creation: an internal customers’ perspective

Debra Grace, Joseph Lo Iacono

The purpose of this paper is to understand and deliver the needs and wants of external customers. This being the case, we know quite a lot about one perspective of the value…

A holistic management tool for measuring internal marketing activities

Yu-Ting Huang, Sharyn Rundle-Thiele

The purpose of this paper is to synthesise internal marketing measures in two service settings across both Western and Eastern backgrounds. Well established views of internal…

Leading to customer loyalty: a daily test of the service-profit chain

Susan E. Myrden, E. Kevin Kelloway

The purpose of this paper is to explore a dynamic version of the service-profit chain. The paper examines the relationship between daily leadership behaviors, daily job…

When good news is bad news: the negative impact of positive customer feedback on front-line employee well-being

Linda Nasr, Jamie Burton, Thorsten Gruber

Front-line employee (FLE) well-being is an under-researched field. Contrasting the prevailing view that Positive Customer Feedback (PCF) can only have ‘positive’ impacts, this…

Seeing the big picture in services marketing research: infographics, SEM and data visualisation

Rachel Ashman, Anthony Patterson

This paper aims to present a way to make structural equation modelling (SEM) studies more accessible and impactful. This paper suggests that authors service readers by translating…

When gambling is healthy: the restorative potential of casinos

Mark S. Rosenbaum, Ipkin Anthony Wong

The purpose of this paper is to explore the positive aspects of casinos, and gambling entertainment in particular, by revealing the health potential of these commercial…

Making sense of service dynamics: the honeybee metaphor

Danilo Brozovic, Annika Ravald, Fredrik Nordin

– The purpose of this paper is to explore the honeybee colony metaphor as a tool to make sense of the dynamics of service systems surrounding a service relationship.