Journal of Services Marketing: Volume 36 Issue 3

Talking bodies – an embodied approach to service employees’ work

Tiina-Kaisa Kuuru, Elina Närvänen

This paper aims to study the embodied nature of service employees’ work in human touch contexts.

Value creation and destruction in the marketisation of human services

Melanie Randle, Nadia Zainuddin

Governments are increasingly marketising human services in developed countries, with the aim of giving individuals more choice and control over the support they receive…

Mapping of Journal of Services Marketing themes: a retrospective overview using bibliometric analysis

Naveen Donthu, Satish Kumar, Chatura Ranaweera, Debidutta Pattnaik, Anders Gustafsson

Journal of services marketing (JSM) is a leading journal that has published cutting-edge research in services marketing over the past 34 years. The main objective of this paper is…

The role of customer experience in the perceived value–word-of-mouth relationship

Volker G. Kuppelwieser, Philipp Klaus, Aikaterini Manthiou, Linda D. Hollebeek

The customer experience (CX), as revealed in the literature-based debate, has been variously viewed as either a driver or an outcome of customer-perceived value (CPV). However…

Professionals’ interpersonal communications style: does it matter in building client psychological comfort?

Rawi Roongruangsee, Paul Patterson, Liem Viet Ngo

The inherent characteristics of professional services (i.e. high in credence properties, customized and featuring information asymmetry) often cause difficulties for clients to…

Videogames-as-a-service: converting freemium- to paying-users through pop-up advertisement value

Ali Hussain, Amir Zaib Abbasi, Linda D. Hollebeek, Carsten D. Schultz, Ding Hooi Ting, Bradley Wilson

Though the videogame literature is thriving, little remains known regarding the effectiveness of pop-up ads that appear in videogames. Addressing this gap, this study, therefore…

Signaling authenticity for frontline service employees

A. Lynn Matthews, Meike Eilert

Authenticity is a complex character that is valued in service contexts. Frontline service employees (FSEs), as both brand representatives and individuals who interact with…

An imitation game – supervisors’ influence on customer sweethearting

Elias Ertz, Laura Becker, Marion Büttgen, Ernest Emeka Izogo

Customer sweethearting is a common illicit behavior of frontline employees in service firms. This paper aims to examine the impact of supportive–disloyal leadership behavior on…