Journal of Services Marketing: Volume 37 Issue 7

Usage behavior of mHealth service users in Australia: do user demographics matter?

Majharul Talukder, Seyed Aroos-Sheriffdeen, Md Irfanuzzaman Khan, Ali Quazi, ABM Abdullah

Mobile health (mHealth) service is an Australian Government initiative aiming to improve the quality of health-care services. However, little is known about Australian health…

Reducing inequalities through strengths-based co-creation: indigenous students’ capabilities and transformative service mediator practices

Janet Davey, Raechel Johns, James Blackwell

Service marketers are increasingly aware of inequalities triggered by service systems and the need to prioritize practical strategies for reducing inequalities. A priority area…

The role of market-based transformative service initiatives in service inclusion of refugees

Hossein Eslami, Sertan Kabadayi, Alcheikh Edmond Kozah

This paper aims to empirically investigate the role of market-based transformative service initiatives (TSIs) during the refugee crisis and shed light on how such TSIs increase…

Service encounter and value co-creation in fundraising activities at the NPO sector

Renata Klafke, Andrés Barrios, Simone Regina Didonet

Fundraising plays a critical role in the success of non-profit organizations (hereafter NPOs). This study aims to propose to analyze fundraising from a service-dominant logic…

Well-being co-creation in service ecosystems: a systematic literature review

Mikèle Landry, Olivier Furrer

Following the continued development of transformative service research and the prevalence of the service-dominant logic in services marketing literature, increased scholarly…

Wellbeing implications of BoP marketing: a service ecosystem approach

Yupal Shukla, Ramendra Singh, Prabhat Dwivedi, Ravi Chatterjee

The socioeconomically deprived segment called bottom of pyramid lives in extreme resource-constrained environments and is being excluded from having access to many services. This…

Language-related stereotype threat, customers’ well-being and its outcome

Aaminah Zaman Malik, Audhesh Paswan

While language is vital for a successful service exchange, it can also become a source of vulnerability if one party is a non-native speaker in an inter-culture service encounter…

The service empowerment model: a collaborative approach to reducing vulnerability

Leslie Koppenhafer, Kristin Scott, Todd Weaver, Mark Mulder

Service researchers have been tasked with improving the well-being of consumers experiencing vulnerability. The current research aims to demonstrate how these consumers can…

Helping the organization but harming customers: a social identity perspective of unethical pro-organizational behavior

Hongmin Yan, David Solnet, Tyler G. Okimoto

The purpose of this paper is to investigate a special type of unethical behaviors among frontline service employees – unethical pro-organizational behaviors (UPB). Building on…

#infertility: how patients can benefit from the public discussion of conversational taboos on social media

Jana Grothaus, Sören Köcher, Sarah Köcher, Stefan Dieterle

This study aims to investigate how the open discussion of infertility-related topics on public social media platforms contributes to the well-being of individuals affected by…

Too real? The conflicting roles of adaptation and authenticity in intercultural service encounters

Ayesha Tariq, Melanie P. Lorenz, W. Frank Thompson

Intercultural service encounters (ICSEs) often require adaptation to the customer’s culture, thereby risking a reduction in the cultural authenticity of the experience. This study…