Journal of Services Marketing: Volume 35 Issue 4

Meeting of the minds: research priorities for value co-creation in dialogical conferences

Joy Parkinson, Janet Davey

This paper aims to explain the development of the dialogical conference, develop a framework for understanding the social construction of the dialogical conference and provide…

Industry 4.0 in services: challenges and opportunities for value co-creation

Andrei Bonamigo, Camila Guimarães Frech

This study aims to recognize industry 4.0 opportunities and challenges associated with the co-creation of value in industrial services and to propose a theoretical framework for…

Transforming the role of frontline service employees for cross-selling

HsiuJu Rebecca Yen, Paul Jen-Hwa Hu, Yi-Chun Liao

This study aims to examine how a manager’s learning goal orientation (LGO) influences frontline service employees’ (FSEs’) engagement in cross-selling activities. Such engagements…

An exploration of the drivers of employee motivation to facilitate value co-creation

Donia Waseem, Sergio Biggemann, Tony Garry

This paper aims to explore the drivers of employee motivation to facilitate value co-creation. Specifically, it enhances the understanding of social and contextual elements that…

The effect of mindfulness on service encounter quality

Emma Junhong Wang, Pierre R. Berthon, Nada Nasr Bechwati

This paper aims to explore the effect of employees’ state mindfulness, a short period of mindful presence, on the quality of the service they provide in a service encounter.

Promoting customer engagement in service settings through identification

Hulda G. Black, Vincent Jeseo, Leslie H. Vincent

The purpose of this paper is to empirically test some of the consumer engagement frameworks that have been previously proposed in marketing literature.

A cognitive social capital explanation of service separation distress

Sigi Goode

Service separation distress arises when service consumers worry that a useful service may become unavailable. This paper aims to integrate two theoretical explanations of ongoing…

Exploring regulatory fit between service relationships and appeals in co-production

Shihao Li, Yanghong Hu, Lan Xu, Guoqun Fu

This paper aims to explore how different service relationships (mentoring relationship versus partnering relationship) in service co-production affect service outcomes…

Activity apprehension in experiential purchases

Chadwick J. Miller, Adriana Samper, Naomi Mandel, Daniel C. Brannon, Jim Salas, Martha Troncoza

The purpose of this paper is to examine how the number of activities within a multi-activity experience influences consumer preferences before and after consumption.

A typology of conspicuous donation on Facebook

Elaine Wallace, Isabel Buil

This study aims to present a typology of Facebook followers of charities, drawing on theories of value co-creation, impression management and conspicuous donation behavior.