Journal of Services Marketing: Volume 30 Issue 7

Editorial: the changing nature of data

Steve Baron, Rebekah Russell-Bennett

The purpose of this paper it to highlight the challenges of managing and handling data for services marketers that have been brought about by the contemporary environment and…

Servicescape attributes and consumer well-being

Xiaojing Sheng, Judy A. Siguaw, Penny M. Simpson

The purpose of this paper is to empirically demonstrate an effective method for assessing how servicescape attributes shape consumer well-being and to highlight the value of…

Retrospective: the importance of servicescapes in leisure service settings

Kirk L. Wakefield, Jeffrey Blodgett

The purpose of the paper is to review the contribution of the paper, “The Importance of Servicescapes in Leisure Service Settings” to the discipline and to offer directions for…

Effects of visual servicescape aesthetics comprehension and appreciation on consumer experience

Ingrid Y. Lin

Among the many studies relating to servicescapes, the emphasis has mainly been on the effect of specific environmental attributes on customer perceptions, emotions and behaviors…

Does anthropomorphism influence customers’ switching intentions in the self-service technology failure context?

Alei Fan, Luorong (Laurie) Wu, Anna S. Mattila

To enhance customer experiences, firms are increasingly adding human-like features to their self-service technology (SST) machines. To that end, the purpose of the present study…

Toward service recovery strategies: the role of consumer-organization relationship norms

JungYun (Christine) Hur, SooCheong (Shawn) Jang

Given the increasing importance of relationship management in service recovery encounters, this study aims to investigate the role of consumer–organization relationship norms…

Consumer search and satisfaction with mental health services

Lindsay R.L. Larson, Dora Elizabeth Bock

Recent evidence on consumer decision-making suggests that highly complex choice scenarios lead consumers to use simplistic decision heuristics, often resulting in suboptimal…

Co-production of service experiences: insights from the cultural sector

Joanna Minkiewicz, Kerrie Bridson, Jody Evans

The increased involvement of customers in their experience is a reality for all service organisations. The purpose of this paper is to explore the way organisations collaborate…

Restaurant tipping and customers’ susceptibility to emotional contagion

Paul Sergius Koku, Selen Savas

This paper aims to examine the connection between restaurant tipping propensity and customers’ susceptibility to emotional contagion (EC) in an effort to shed more light on…