Journal of Services Marketing: Volume 34 Issue 5

Editorial: service research in the new (post-COVID) marketplace

Mark Scott Rosenbaum, Rebekah Russell-Bennett

The aim of this paper is to encourage service researchers to consider the long-term or permanent impact of the coronavirus-2019 (COVID-19) on services, service delivery…

Child helplines: exploring determinants and boundary conditions of volunteer encounter satisfaction

Joshua Siegel, Willemijn van Dolen

Volunteers at child helplines play an important role in providing support for children, so keeping them satisfied during encounters is crucial to continue helping children. The…

SERVBID: the development of a B2C service brand identity scale

Vandana Pareek, Tina Harrison

This paper re-conceptualizes and measures brand identity (BI) from a services perspective. This paper aims to develop and test a psychometrically valid and reliable scale to…

Relationship between retailers’ return policies and consumer ratings

Md Rokonuzzaman, Atmadeep Mukherjee, Pramod Iyer, Amaradri Mukherjee

Return policies are major risk-allaying cues for customers, yet they are a critical cost/lost-sales for retailers. Despite their importance in the retailing industry, few studies…

Buffering negative impacts of jaycustomer behavior on service employees

Alice J.M. Tan, Raymond Loi, Long W. Lam, CherisW.C. Chow

Service employees often encounter jaycustomer behavior in their daily interactions with customers. This paper aims to investigate the influences of day-to-day jaycustomer behavior…

Consumer territorial responses in service settings

Christy Ashley, Jonathan Ross Gilbert, Hillary A. Leonard

Customers can be territorial, which results in reactive behaviors that can hurt firm profitability. This study aims to expand the typology of customer territorial responses…

Transformative service research at the BoP: the case of Etawa goat farmers in Indonesia

Alison Dean, Nur Indrianti

The purpose of this study is to explore how value creation and transformative service research (TSR) are interconnected at the base of the pyramid (BoP). To do so, the study seeks…

Does emotional labor color service actions in customer buying?

Tali Seger-Guttmann, Hana Medler-Liraz

Service research has highlighted the role of emotional labor in service delivery but has neglected service employees’ actions. This study aims to distinguish between the recurrent…

Health literacy and its effects on well-being: how vulnerable healthcare service users integrate online resources

Justine Virlée, Allard C.R. van Riel, Wafa Hammedi

This study aims to develop a better understanding of how online health community (OHC) members with different health literacy (HL) levels benefit from their participation, through…

Service encounter microblog word of mouth and its impact on firm reputation

Jennifer Brannon Barhorst, Alan Wilson, Graeme James McLean, Joshua Brooks

It has now become a normal part of the consumption journey for consumers to share their positive and negative service encounters with firms on microblogs such as Twitter. There…

Unpacking the efficacy of organizational routines in the financial services industry

Russell K. Lemken, William J. Rowe

This paper aims to examine how the efficacy of organizational routines varies and the mechanism through which organizational routines improve firm performance.