Journal of Services Marketing: Volume 32 Issue 7

Editorial

Mark Scott Rosenbaum

Market structure and pricing objectives in the services sector

Kostis Indounas

The purpose of this paper is to investigate the pricing objectives (e.g. customer-related objectives, sales-related objectives, profit-related objectives) that service companies…

A designerly way of analyzing the customer experience

Jakob Trischler, Anita Zehrer, Jessica Westman

The purpose of this paper is to evaluate the usability of different design methods in understanding the customer experience from a contextual and systemic standpoint.

Integrating methods for the prioritization of innovations and improvements in services

Jaime Dagostim Picolo, Gérson Tontini

This paper aims to present a methodology for the prioritization of innovations and improvements in services and products that integrates penalty–reward contrast analysis (PRCA…

The role of employee emotional competence in service recovery encounters

Teresa Fernandes, Marta Morgado, Maria Antónia Rodrigues

Employees’ emotional competencies (EEC) are skills, based on emotional intelligence, used to perceive, understand and regulate customer emotions during a service encounter. In the…

A review of value drivers in service settings

Maria-Eugenia Ruiz-Molina, Martina Gallarza, Irene Gil-Saura

Perceived value and customer loyalty have been studied jointly in most of services literature but mainly through SEM models. This paper aims to draw on the literature on the…

Employees’ psychological empowerment and performance: how customer feedback substitutes for leadership

Sylvie Guerrero, Denis Chênevert, Christian Vandenberghe, Michel Tremblay, Ahmed Khalil Ben Ayed

Relying on the theories of substitutes for leadership and psychological empowerment, this study aims to explore how perceptions of customer positive feedback can substitute for…

Improving consumers’ willingness to pay using social media activities

Pedro Torres, Mário Augusto, Elaine Wallace

This study examines the impact of social media activities on consumers’ willingness to pay a premium price (WTPp) in the banking industry, and investigates the role of…

Positive psychological capacities: the mystery ingredient in successful service recoveries?

Carol Azab, Terry Clark, Cheryl Burke Jarvis

This paper aims to explore the influence of frontline employees’ (FLEs’) positive psychological capacities (PPCs) (optimism, hope, resilience and self-efficacy) on service…

Cross-national differences in complaint behavior: cultural or situational?

Jeffrey G. Blodgett, Aysen Bakir, Anna S. Mattila, Andrea Trujillo, Claudia Quintanilla, A. Banu Elmadağ

Previous research indicates that dissatisfied consumers in other countries react differently as compared to those in the USA, due to their cultural orientation. These studies…

Barriers to firm service innovativeness in emerging economies

Serdar S. Durmusoglu, Dilek Zamantili Nayir, Malika Chaudhuri, Junsong Chen, Ingela Joens, Stephanie Scheuer

This paper investigates internal and external barriers influencing the different dimensions of firm service innovativeness and the moderating effect of transformational leadership…