Journal of Services Marketing: Volume 38 Issue 1

Guest editorial: Critiques and conflicts in service research: suggestions for redefining the marketing of goods and services as a business discipline

Joe Cronin, Duane M. Nagel

This commentary aims to identify the myopic drift of the marketing discipline and to opine on the areas in which the leadership of service scholars is needed. The authors identify…

Metaverse: shifting the reality of services

Mark Gleim, Heath McCullough, O.C. Ferrell, Colin Gabler

This research aims to focus on the impact of the metaverse on services marketing. After reviewing the past, current and anticipated future of the metaverse, the authors offer…

Encouraging prolonged consumption through habit-boosting efforts: conceptualization and research agenda

Jennifer F. Taylor, Sharon E. Beatty, Katherine J. Roberto

This paper aims to provide a better understanding of the prolonged consumption journey and how they are sustained by service providers’ use of habit-boosting strategies. Existing…

The turbulent future of expertise and training markets

Peter Reid Dickson

To explain how technology will replace a great deal of human labor in knowledge markets using a theory of reasoned action applied to demand and theories of procedural rationality…

Critical examination of academic marketing and service research’s philosophical foundation

Bård Tronvoll, Bo Edvardsson

The philosophical foundations determine how an academic discipline identifies, understands and analyzes phenomena. The choice of philosophical perspective is vital for both…

Managing customer-to-customer interactions: revisiting older models for a fresh perspective

Olivier Furrer, Mikèle Landry, Chloé Baillod

This study aims to develop a comprehensive, theoretically grounded framework of customer-to-customer interaction (CCI) management, by revisiting three older services marketing…

Permissibility vs. Feasibility: AI in service from a CX perspective

Michael Giebelhausen, T. Andrew Poehlman

This paper aims to provide researchers and practitioners with a consumer-focused alternative for considering the integration of artificial intelligence (AI) into services.

Services as emulation marketing: conceptualization and concerns

Christopher Lee, Lynn Kahle

The purpose of this paper is to introduce emulation marketing as an important strategy to consider for services marketing researchers and practitioners, given the ability to plant…

Service system resilience under resource scarcity: from vulnerability to balanced centricity

Henna M. Leino, Janet Davey, Raechel Johns

Disruptive shocks significantly compromise service contexts, challenging multidimensional value (co)creation. Recent focus has been on consumers experiencing vulnerability in…

Service mega-disruptions: a conceptual model and research agenda

Jessica Vredenburg, Sommer Kapitan, Sharon Jang

This paper aims to formally conceptualize service mega-disruptions as any far-reaching and unforeseen general environmental stressor or threat that impacts a service…