Journal of Services Marketing
Issue(s) available: 235 – From Volume: 1 Issue: 1, to Volume: 38 Issue: 10
Volume 38
-
Issue 3 2024
Volume 37
Volume 36
-
Issue 8 2022
-
Issue 7 2022 Broadening and Reinvigorating the Service Discipline to Reduce Human Suffering and Improve Well-Being
-
Issue 6 2022
-
Issue 5 2022
-
Issue 3 2022
-
Issue 2 2022
-
Issue 1 2022 Mirror, mirror on the wall! Examining the bright and dark side of face and body beautification/modification services
Volume 35
Volume 34
Volume 33
Volume 32
Volume 31
Volume 30
Volume 29
Volume 28
Volume 27
Volume 26
Volume 25
Volume 24
Volume 23
Volume 22
Volume 21
Volume 20
Volume 19
Volume 18
Volume 17
Volume 16
Volume 15
Volume 14
Commentary: developing a deeper understanding of resilience in service contexts
Valerie GoodThis paper aims to comment on resilience research within the context of frontline employees in sales and services marketing.
Mindfulness, resilience and the happiness of service employees working from home
Nguyen-Hau Le, My-Quyen Thi Mai, Kieu-Giang LeThe work-from-home scheme (WFH) is increasingly being adopted in service firms. However, the blurred border between employees’ work and life can create work–life conflict (WLC…
How can service organizations build resilience by leveraging capabilities and service worker team knowledge?
Girish Prayag, Lucie K. Ozanne, Mesbahuddin ChowdhuryGrounded in dynamic capabilities theory, this study aims to examine how dynamic capabilities and a transactive memory system (TMS) can build the resilience of service…
The use of implicit measures in service research: Why, how, when and what is the way forward?
Nanouk Verhulst, Hendrik Slabbinck, Kim Willems, Malaika BrengmanTo date, to the best of the authors’ knowledge, the use of implicit measures in the service research domain is limited. This paper aims to introduce implicit measures and explain…
The possibilities of resilience for service organisations
Colin Michael Hall, Sara Naderi KoupaeiThis paper aims to provide an examination of the use of the concept of resilience and its use in service organisation, ecosystem-related literature and the wider social sciences.
Presence: consumers’ different reactions to service and manufacturing firms with low CSR in social conduct
Hua Meng, Hannan Sadjady NaeeniThis study aims to explain why low social conduct in corporate social responsibility (SC-CSR), especially employee exploitation, has a stronger negative impact on consumer…
Editorial: Service resilience in an increasingly ambiguous, dynamic and complex world – absorb, adapt and transform
Janet Davey, Jayne Krisjanous, Nicholas AshillThis editorial introduces a special issue of the Journal of Services Marketing, dedicated to the concept of resilience in the services sector. This editorial aims to identify how…
The role of organizational resilience in SME service innovation and value cocreation
Evelyn Lopez, Jose A. Flecha-Ortiz, Maria Santos-Corrada, Virgin DonesThe COVID-19 pandemic has significantly affected service small- and medium-sized enterprises (SMEs), increasing the importance of understanding how these businesses can become…
Conceptualization and validation of customer participation in health care: a study on chronic illnesses management
Muhammad Junaid, Kiane Goudarzi, Muhammad Faisal Rasheed, Gilles N’GoalaContrary to want-based services, customer participation has got lesser attention in high-credence services like health care. Customer participation for patients with chronic…
Service employees’ STARA awareness and proactive service performance
Won-Moo Hur, Yuhyung ShinThis study aims to explore the role of frontline service employees’ (FSEs) awareness that their job can be substituted by smart technology, artificial intelligence, robotics and…
Viewpoint: the evolving landscape of peer review
Emmanuel MogajiThe purpose of this viewpoint is to spotlight the role of reviewers within the collaborative triad of academic publishing. It argues that the significance of reviewers is often…
Exploring the fear of missing out (FOMO) and customer bonds in service relationships
L. Jean Harrison-Walker, James A. MeadMost research has investigated the fear of missing out (FOMO) in the context of online activities, often associated with negative personal outcomes such as fatigue and stress…
Reconfiguration and transformation for resilience: building service organizations towards sustainability
Arjun J Nair, Sridhar Manohar, Amit MittalAmidst unpredictable and turbulent periods, such as the COVID-19 pandemic, service organization’s responses are required to be innovative, adaptable and resilient. The purpose of…
How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?
Fatemeh S. Shahmehr, Amrik Sohal, Seyed Mohammad Sadegh KhaksarThis study aims to explore how not-for-profit organisations (NFPs) adopt service innovation and improve their employee resilience capabilities as a response to environmental…
Mediating roles of frontline employees in transformative service processes
Ane Bast, Marit Engen, Maria RøhnebækThis paper aims to explore the role of frontline employees (FLEs) as mediators in transformative service processes within services targeting vulnerable users.
How do physical and social servicescapes shape the effects of positive affective displays on customer purchase outcomes?
Pei-Chi ChenThis study aims to use emotions-as-social information theory to investigate how physical (customer perceived store atmosphere) and social servicescapes (customer information…
Service robot acceptance in museums: an empirical study using the service robot acceptance model (sRAM)
Amy Wong, Jimmy WongThis study aims to apply the service robot acceptance model (sRAM) to examine how attitude toward human–robot interaction (HRI) and engagement influence consumer acceptance of…
Men’s transformative health service use: rethinking customer experience of vulnerability
Jacquie McGraw, Rebekah Russell-Bennett, Katherine M. WhitePreventative health services are keen to identify how to engage men and increase their participation, thus improving health, well-being and life expectancy over time. Prior…
The influence of seamless shopping experience on customers’ word of mouth on social media
Jingwen Li, Yaping ChangDespite the increasing relevance of seamless shopping experience in an omnichannel context, research on how seamless shopping experience affects customers’ word of mouth on social…
Improving donation service design: expanding choice to increase perceived justice and satisfaction
Nea North, Cornelia (Connie) PechmannCircumstances such as pandemics can cause individuals to fall into a state of need, so they turn to donation services for assistance. However, donation services can be designed…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum