Journal of Services Marketing: Volume 38 Issue 3

Commentary: “Back to the future” or “trapped in the future”? The future of services practice and research

Thomas Hollmann

The aim of this commentary is to encourage service researchers to reflect on the state of the field as it pertains to the academia–industry intersection. The author puts forth a…

How customer incivility affects organization citizenship behavior: roles of depersonalization, resilience, and caring climate

Kangcheol Lee, Taeshik Gong

Drawing on the conservation of resources theory, this study aims to identify the mediating effects of depersonalization and resilience on the relationship between customer…

Call it robot: anthropomorphic framing and failure of self-service technologies

Ada Maria Barone, Emanuela Stagno, Carmela Donato

The purpose of this paper is to test the effect that anthropomorphic framing (i.e. robot vs automatic machine) has on consumers’ responses in case of service failure…

Understanding sustainable service ecosystems: a meso-level perspective

Nitha Palakshappa, Sarah Dodds, Loren M. Stangl

The world continues to grapple with grand challenges – climate change, pandemic, poverty, social injustice and diminishing resources – requiring mitigation if we are to focus on…

Alexa, may I adopt you? The role of voice assistant empathy and user-perceived risk in customer service delivery

Kesha K. Coker, Ramendra Thakur

Powered by artificial intelligence, voice assistants (VAs), such as Alexa, Siri and Cortona, are at early-stage adoption rates in service contexts. Customers express hesitance in…

The other extreme of the circumplex of emotion: an investigation of consumer outrage

Brian L. Bourdeau, J. Joseph Cronin, Daniel T. Padgett, Clay M. Voorhees, Kimberley White

All hypothesized relationships were significant. Specifically, H1 was supported as disconfirmation and surprising consumption were significantly correlated. Moreover, arousal (H2…

Transforming health-care service through consumer co-creation: directions for service design

Joan Carlini, Rachel Muir, Annette McLaren-Kennedy, Laurie Grealish

The increasing financial burden and complexity of health-care services, exacerbated by factors such as an ageing population and the rise of chronic conditions, necessitate…

Malls designed for inclusion? Emotional experience of irritating aspects of the mallscape that distance consumers with disabilities

Iris Vilnai-Yavetz, Shaked Gilboa, Vincent Mitchell

This study aims to identify the irritating aspects in the mall environment that impact shoppers with disability and explore the opportunities to design inclusive mall environments.

Shaping brand attitudes through sustainability practices: a TSR approach

Sandeep Jagani, Vafa Saboorideilami, Saraf Tarannum

This study aims to investigate the conditional relationships among sustainability implementation, brand awareness, brand attitude and brand loyalty through the lens of…