Journal of Services Marketing: Volume 37 Issue 1

Editorial: Interdisciplinary research in services marketing

Michael Christofi, Olga Kvasova, Elias Hadjielias

This paper aims to highlight the importance of interdisciplinary services marketing research and identify basic prerequisites for inter-disciplinary work in the field of services…

Co-creating value and well-being experiences in physiotherapy services

Agnieszka Chwialkowska, Waheed Akbar Bhatti, Ahmad Arslan, Mario Glowik

The purpose of this paper is to study the US-based (American) physiotherapy customers’ goals to engage in value cocreation activities during their well-being experience.

Can Alexa serve customers better? AI-driven voice assistant service interactions

Suresh Malodia, Alberto Ferraris, Mototaka Sakashita, Amandeep Dhir, Beata Gavurova

This study aims to examine customers’ willingness to engage in service interactions enabled by artificial intelligence (AI) controlled voice assistants (VA). Drawing on the tenets…

The effects of influencer endorsement services on crowdfunding campaigns

Augusto Bargoni, Chiara Giachino, Enrico Battisti, Lea Iaia

The purpose of this study is to investigate how influencer endorsement services stimulate funding intention in the context of crowdfunding (donation- and reward-based) and the…

Does language shape the mind? Linguistic fluency and perception of service quality

Jong Min Kim, Sungjun (Steven) Park

As services are inherently inseparable from service providers, linguistic effects are likely to occur during service encounters between service marketers and consumers. However…

To share or not to share screens with customers? Lessons from learning theories

Yonathan Silvain Roten, Regine Vanheems

Even as retailers add digital features to their physical stores and equip their service teams with digital devices, no research has addressed the implications of frontline…

The impact of service climate on gratitude in driving customer outcomes

Ji Miracle Qi, Yi Peng, Graham H. Lowman, Xingliang He

Employee gratitude is often associated with positive customer-related benefits. However, our understanding of employee gratitude is notably underdeveloped within the service…

Utilitarian motivations to engage with travel websites: an interactive technology adoption model

Mark Anthony Camilleri, Metin Kozak

This study aims to investigate perceptions about interactive travel websites. The researchers hypothesize that engaging content, the quality of information and source credibility…

Antecedents and consequences of consumer hope for digital payment apps services

Dhananjay Bapat, Rahul Khandelwal

This study aims to examine the impact of customer brand value dimensions on relationship marketing dimensions through consumer hope in the context of digital payment applications…