Journal of Services Marketing: Volume 37 Issue 6

Guest Editorial: Investigating the effect of the physical context on customer experience

Helen L. Bruce, Ewa Krolikowska, Tara Rooney

This editorial introduces a special issue of the Journal of Services Marketing, dedicated to papers discussing the effect of the physical context on customer experience. This…

Where is customer experience (CX) research heading? A personal commentary

Phil Klaus

This paper aims to comment on the evolution of customer experience (CX) research from a CX researcher, practitioner and consumer viewpoint.

Exploring servicescape experiences across museum types

Hasan Hüseyin Erdoğan, Ebru Enginkaya

Previous research has been unable to provide a comprehensive method for measuring environment-based experience and its outcomes although it is an essential determinant of the…

The influence of the physical work environment on retail employees

Treasa Kearney, Joseph Coughlan, Aileen Kennedy

Despite repeated calls for research to explore the effects of the physical work environment on employees within the servicescape literature, gaps in knowledge remain. There is a…

The interplay between physical and social servicescape: investigating negative CCI

Olivier Furrer, Mikèle Landry, Chloé Baillod, Jie Yu Kerguignas

Negative customer-to-customer interactions (NCCI) occurring in physical service encounters can have a detrimental effect on a focal customer’s experience. This paper aims to…

Servicescape insights in place of birth: from restorative servicescapes to co-curated transformative places

Jayne Krisjanous, Janet Davey, Bec Heyward, Billie Bradford

Servicescape is well recognized by marketing scholars as a key influence in transformative service outcomes. However, the concept of enabling transformative health outcomes…

Exploring interactions between commuters with disabilities and transport service providers

Emmanuel Mogaji, Nguyen Phong Nguyen

The purpose of this study is to explore the interactions between commuters with disabilities and transport services providers and to contribute to a better understanding of…

The impact of social media use on customer experiences within physical service environments

Raechel Johns, Michael J. Walsh, Naomi F. Dale

To understand the impact of mobile social media use on absorption within the customer experience, and overall engagement with the physical service context, a qualitative research…