Journal of Services Marketing: Volume 33 Issue 3

Commercial, social and experiential convergence: fashion’s third places

Bethan Alexander

This paper aims to examine the third-place phenomenon, within a fashion context, through the theoretical lens of servicescape and experiential retailing. It identifies third…

Pay-what-you-want with charitable giving positively impacts retailers

Kendra Fowler, Veronica L. Thomas

The purpose of this paper is to investigate, from the perspective of a retailer, which of two philanthropy programs (pay-what-you-want [PWYW] with charitable giving or mere…

The effect of consumer emotions on outcome behaviors following service failure

L. Jean Harrison-Walker

The purpose of this paper is to explore the role of emotions that consumers experience following service failures and to assess the effects of each of these emotions on important…

Member loyalty and WOM in co-operative and mutual enterprises

Tim Mazzarol, Geoffrey Soutar, Elena Mamouni Limnios

The purpose of this paper is to present findings from a large-scale survey of members of co-operative and mutual enterprises (CMEs) that examines the factors influencing members’…

Implementing effective customer participation for hedonic and utilitarian services

Kristina Blinda, Oliver Schnittka, Henrik Sattler, Jan-Frederik Gräve

A distinct view of customer participation in services classifies the characteristics of the participation process as experience- versus outcome-oriented, each of which affects…

Does more sense make sense? An empirical test of high and low interactive retail technology

Aimee Riedel, Rory Francis Mulcahy

The purpose of this paper is to provide insight into whether “more sense makes sense” when attempting to encourage consumers to purchase retail products using technology; that is…

Reducing perceived vulnerability to increase utilization of nonprofit services

Emily C. Tanner, Lixun Su

The purpose of this study is to understand how perceived vulnerability reduces consumers’ willingness to utilize services offered by nonprofit organizations (NPOs).

Does being beautiful always help? Contingency effects of physical attractiveness of the service providers on customer response

Yaoqi Li, Lishan Xie, Teng Gao, Xinhua Guan

This paper aims to explore the physical attractiveness stereotype in service encounters. Specifically, this paper examines how physical attractiveness affects a customer’s…