Journal of Services Marketing: Volume 37 Issue 8

Understanding consumers’ live-streaming shopping from a benefit–risk perspective

Chunfeng Chen, Depeng Zhang

The rapid development of live-streaming commerce has increased companies’ marketing effectiveness. While previous studies have explored the effects of its technical features on…

Virtually present others and their influence on complainants’ follow-ups and firm response

Rosa E. Rios, Hernan E. Riquelme, Alessandro Comai

The purpose of this empirical research is to investigate the influence of interactive virtually present others (VPOs) on a firm response and customers’ reiterated complaints…

Informal service economy: a research study of attitudes, motivations and practices among informal entrepreneurs

Oscar Naranjo Del Giudice, Mario Giraldo, Linda Alkire, Gabriel Orozco Restrepo

This study aims to explore how the attitudes, motivations and practices of informal entrepreneurs, who choose service exclusion, prevent them from recognizing and taking advantage…

Enhancing affective commitment through gamified services of luxury brands: role of game mechanics and self-congruity

Garima Saxena, Sheetal Jain, Sita Mishra

This study aims to examine the effect of consumers’ gaming motivations on customer–brand engagement and the potential of this engagement to develop self–brand connections and…

Business types matter: new insights into the effects of anthropomorphic cues in AI chatbots

Kibum Youn, Moonhee Cho

This paper aims to examine the relationships between anthropomorphic cues (i.e. degrees of the humanized profile picture and naming) in artificial intelligence (AI) chatbots and…

How do influencers’ characteristics affect followers’ stickiness and well-being in the social media context?

Hsiao-Han Lu, Ching-Fu Chen

Drawing on source credibility theory, this study aims to explore the relationship between influencers’ characteristics and followers’ well-being through followers’ stickiness to…

Liminal digital birthspaces: social media and consumer proactivity for well-being

Marlini Bakri, Janet Davey, Jayne Krisjanous, Robyn Maude

Despite the prevalence of technology in health care, marketing research on social media in the birthspace is limited. The purpose of this paper is to explore how birthing women…

Responsibilization during uncontrollable events: understanding how consumers assign and accept responsibility for service employee welfare

Nora Moran, Steven Shepherd, Janice Alvarado

The purpose of this paper is to study how individuals assess responsibility during an uncontrollable event requiring collective action, using crises affecting service workers as…

Does status demotion in hierarchical loyalty programs foster relationship fading?

Shanta Banik, Fazlul K. Rabbanee

Status demotion in hierarchical loyalty programs (HLPs) has received considerable academic attention. However, existing research is relatively silent on whether HLP status…