Journal of Services Marketing: Volume 32 Issue 6

Communicating value to enhance service visualization

Vai Shiem Leong, Sally Hibbert, Christine Ennew

This study aims to examine the effects of enhanced visualization of intangible service value through integration of means-end perspectives on advertising effectiveness.

Netnography as a tool for understanding customers: implications for service research and practice

Kristina Heinonen, Gustav Medberg

Understanding customers is critical for service researchers and practitioners. Today, customers are increasingly active online, and valuable information about their opinions…

Enhancing customers’ continued mobile app use in the service industry

Seonjeong (Ally) Lee

This study aims to empirically investigate ways to enhance customers’ continued mobile app use intention on the basis of information adoption model.

No one rides for free! Three styles of collaborative consumption

Hugo Guyader

This paper aims to focus on collaborative consumption, that is, the peer-to-peer (P2P) exchange of goods and services facilitated by online platforms. Anchored in the access…

Exploring the application of co-design to transformative service research

Erin Hurley, Jakob Trischler, Timo Dietrich

This paper aims to investigate in a transformative service research (TSR) context how users can be involved through co-design and what contributions they can make during this…

The effects of interpersonal attraction on service justice

Kwon-Soo Kim

This study aims to examine the effects of physical attraction, social attraction and task attraction, which are interpersonal attraction components of service staff, on…

Consumption or prosumption? A question of resources

Duane M. Nagel, J. Joseph Cronin Jr, Richard L. Utecht

Despite the recent growth of the do-it-yourself market, very little is known as to how or why individuals actually choose to engage in prosumption behavior. The purpose of this…

Timing and compensation strategies in service recovery

Xiaofei Tang, En-Chung Chang, Xing Huang, Meng Zhang

A combined model involving the intensity of negative emotions and the strategic combinations (timing and means) of service recovery is developed. The purpose of this paper is to…

Dining alone? Solo consumers’ self-esteem and incidental similarity

Joongwon Shin, Yoohee Hwang, Anna S. Mattila

Though social trends are driving consumers toward solo consumption of various services, many are reluctant to do so. There is little guidance for service providers as to how to…

Orchestrating service brand touchpoints and the effects on relational outcomes

Abdullah J. Sultan

This research aims to identify critical brand touchpoints that generate value for customers and brands and examine their effects on two relational outcomes: relationship quality…