Journal of Services Marketing: Volume 34 Issue 6

Viewpoint: a primer for inclusive service marketing theory

Volker G. Kuppelwieser, Phil Klaus

This viewpoint sheds light on an as yet underrepresented consumer group. Considering impaired consumers in our theories would not only change these theories’ meaning but also add…

Street vending: transformative entrepreneurship for individual and collective well-being

Mario Giraldo, Luis Garcia-Tello, Steven William Rayburn

This study aims to explore the lived experience of vendors as they enact street vending practice that emerges as transformative entrepreneurship and service where they live and…

The transformational potential of Latin American retail experiences

Pilar Gardiazabal, Constanza Bianchi, M. Abu Saleh

The purpose of this paper is to investigate if retail services have a transformative potential to improve the well-being of customers in a Latin American market. Transformative…

Characterizing well-being capabilities in services

Hannu Tikkanen

The purpose of this study is to characterize how services present responsibilized consumers with well-being capabilities. This is done by drawing on structuration theory and…

Enabling transformative value creation through online weight loss services

Heini Taiminen, Kimmo Taiminen, Juha Munnukka

This study aims to understand how online weight loss services could help customers achieve a durable change. The particular focus is on exploring the roles of value co-creation…

Viewpoint: The impact of coronavirus on service ecosystems as service mega-disruptions

Sertan Kabadayi, Genevieve E. O’Connor, Sven Tuzovic

This paper aims to synthesize the widespread economic impact of the outbreak of COVID-19 and presents a new concept, service mega-disruptions (SMDs), which refers to fast moving…

Symbiotic relationships in educational services for vulnerable adolescents

Suzana Battistella-Lima, Tânia Veludo-de-Oliveira, Edgard Barki

The purpose of this paper is to investigate whether and to what extent different forms of symbiotic relationships (named mutualism and collaboration) within a usage centre lead to…

Social media engagement, service complexity, and experiential quality in US hospitals

Youngsu Lee, Joonhwan In, Seung Jun Lee

As social media platforms become increasingly popular among service firms, many US hospitals have been using social media as a means to improve their patients’ experiences…

The indirect experience of nature: biomorphic design forms in servicescapes

Deepak S. Kumar, Keyoor Purani, Shyam A. Viswanathan

This paper aims to introduce the concept of biomorphism (i.e. indirect experience of nature) in servicescape designs and validates its impact on consumer responses. Using the…

Customer perceptions of frontline employees’ extra-role helping behaviors

Xiaoyu Wang, Hean Tat Keh, Li Yan

Frontline employees (FLEs) play a pivotal role in service delivery. Beyond their expected in-role behaviors, FLEs often have to perform extra-role behaviors such as providing…