Journal of Services Marketing: Volume 33 Issue 4

A big data approach to examining social bots on Twitter

Xia Liu

Social bots are prevalent on social media. Malicious bots can severely distort the true voices of customers. This paper aims to examine social bots in the context of big data of…

How location-based advertising elicits in-store purchase

Chih-Hui Shieh, Yingzi Xu, I-Ling Ling

This paper aims to investigate how location-based advertising (LBA) elicits in-store purchase intention. To deepen the understanding of LBA’s effect on consumers’ purchase…

Digital advertising as service: introducing contextually embedded selling

Anna-Greta Nyström, Karl-Jacob Mickelsson

Previous research on advertising in digital contexts has emphasized its persuasive and information processing roles for the customer. This paper aims to problematize this point of…

Trust and its predictors within a cyber-physical system context

Tony Garry, Tracy Harwood

This paper aims to provide empirically derived insights into trust and its predictors within a cyber-physical system context of a household service.

Digital transformation: harnessing digital technologies for the next generation of services

Mohamed Zaki

The purpose of this paper is to discuss digital transformation and its four trajectories – digital technology, digital strategy, customer experience and data-driven business…

Persuaded self-tracking with wearable technology: carrot or stick?

Stefanie Paluch, Sven Tuzovic

Commercial entities (e.g. health and life insurance, airlines and supermarkets) in different countries have recently begun to introduce wearable technology as part of the consumer…

Factors for and against resistance to smart services: role of consumer lifestyle and ecosystem related variables

Inès Chouk, Zied Mani

Consumers are increasingly connected to, and make use of, a multitude of technologies in their daily lives. The exponential growth in the use of Internet of Things (IoT)-based…

Value of social robots in services: social cognition perspective

Martina Čaić, Dominik Mahr, Gaby Oderkerken-Schröder

The technological revolution in the service sector is radically changing the ways in which and with whom consumers co-create value. This conceptual paper considers social robots…

Future service technologies: is service research on track with business reality?

Werner H. Kunz, Kristina Heinonen, Jos G.A.M. Lemmink

Service technologies are transforming the business landscape rapidly. This paper aims to explore the current scope of research in regard to emerging service technologies by…

Interactivity in online pension planners enhances engagement with retirement planning – but not for everyone

Elisabeth Christine Brüggen, Thomas Post, Katharina Schmitz

People around the world are not sufficiently capable or willing to engage in retirement planning. New technological tools have been proposed as a promising solution to foster…

Future service technologies and value creation

Per Kristensson

The purpose of this paper is to propose a framework for understanding, predicting and analyzing how future service technologies can lead to value co-creation at different stages…

Trust in humanoid robots: implications for services marketing

Michelle M.E. van Pinxteren, Ruud W.H. Wetzels, Jessica Rüger, Mark Pluymaekers, Martin Wetzels

Service robots can offer benefits to consumers (e.g. convenience, flexibility, availability, efficiency) and service providers (e.g. cost savings), but a lack of trust hinders…