Journal of Services Marketing: Volume 34 Issue 7

Editorial: bringing socially unacceptable services into services marketing

Mark Scott Rosenbaum, Rebekah Russell-Bennett

This paper aims to define the term “socially unacceptable services” and call for novel research in these under-researched service industries.

Transformative place management (TPM) in commercial settings and business performance

Mauricio Losada-Otálora, Jose Ribamar Siqueira

This study aims to introduce transformative place management – TPM – (defined as the deliberate efforts of place managers in commercial settings to provide a pool of restorative…

Transforming technology-mediated health-care services through strategic sense-giving

Athanasia Daskalopoulou, Josephine Go Jefferies, Alexandros Skandalis

Service research has previously documented service providers’ role in addressing the barriers of technology mediation, mostly at the service delivery level. The purpose of this…

Legitimate and illegitimate consumer complaining behavior: a review and taxonomy

Swapan Deep Arora, Anirban Chakraborty

This paper aims to provide an integrative view of the conceptualizations, definitions, antecedents and taxonomies of consumer complaining behavior (CCB). Additionally, the study…

Eye for an eye? Frontline service employee reactions to customer incivility

Regina Frey-Cordes, Meike Eilert, Marion Büttgen

Frontline service employees (FSEs) face high demands of emotional labor when dealing with difficult, and sometimes even uncivil, customer behavior while attempting to deliver…

Customer incivility, rapport and tipping: the moderating role of agreeableness

Hana Medler-Liraz

Although studies have emphasized the need to explore the negative consequences of customer incivility, scant attention has been paid to positive factors that can mitigate its…

Direct and indirect negatively valenced engagement behavior

Jaylan Azer, Matthew Alexander

This study aims to show the impact of direct and indirect customers’ negatively valenced influencing behavior (NVIB) on other actors in online social networks.

The role of blocked gratitude in non-voluntary tipping

Ismail Karabas, Jeff Joireman

Non-voluntary tipping (e.g. automatic gratuity) has received growing attention in the service industry. Existing research suggests customers respond unfavorably to non-voluntary…

How perceptions of firm environmental and social values influence frontline employee outcomes

Colin B. Gabler, V. Myles Landers, Adam Rapp

More than ever, consideration of the natural environment and social welfare are values that firms must signal to their stakeholders. One way to do this is by adopting an…

Harnessing the waiting experience: anticipation, expectations and WOM

Anjala S. Krishen, Orie Berezan, Shaurya Agarwal, Brian Robison

This study aims to explore the anticipated emotions of consumers and their anticipated perceived quality (PQ) of an exhibit, event or service that they are waiting to attend.