Journal of Services Marketing: Volume 31 Issue 2

Determinants of services co-creation with business customers

Elodie Jouny-Rivier, Javier Reynoso, Bo Edvardsson

This paper aims to identify and analyze factors that determine firms’ commitment to co-create new services with business customers.

Does corporate social responsibility matter to financial service representatives in faith-expressive firms?

Adel A.A. Al-Wugayan

This paper aims to investigate the conceptual and empirical effects of corporate social responsibility (CSR) on affective and behavioral inclinations of financial service…

Alternative measures of satisfaction and word of mouth

Eugene Sivadas, Rupinder Paul Jindal

Scholars have conceptualized and measured customer satisfaction in several different ways such as overall satisfaction and relative satisfaction. This paper aims to study if how…

Innovation as a key to strengthen the effect of relationship benefits on loyalty in retailing

Maria-Eugenia Ruiz-Molina, Irene Gil-Saura, David Servera-Francés

This work aims to attempt an in-depth study of the link between relationship benefits and store loyalty, examining the moderating role of the retailer’s degree of innovation in…

Special section: advancing customer experience and big data impact via academic–practitioner collaboration

Jamie Burton, Linda Nasr, Thorsten Gruber, Helen L. Bruce

This paper aims to outline the purpose, planning, development and delivery of the “1st Academic-Practitioner Research with Impact workshop: Customer Experience Management (CEM…

The interplay of customer experience and commitment

Timothy Keiningham, Joan Ball, Sabine Benoit (née Moeller), Helen L. Bruce, Alexander Buoye, Julija Dzenkovska, Linda Nasr, Yi-Chun Ou, Mohamed Zaki

This research aims to better understand customer experience, as it relates to customer commitment and provides a framework for future research into the intersection of these…

Customer engagement in a Big Data world

Werner Kunz, Lerzan Aksoy, Yakov Bart, Kristina Heinonen, Sertan Kabadayi, Francisco Villarroel Ordenes, Marianna Sigala, David Diaz, Babis Theodoulidis

This paper aims to propose that the literature on customer engagement has emphasized the benefits of customer engagement to the firm and, to a large extent, ignored the customers’…

Strategic B2B customer experience management: the importance of outcomes-based measures

Judy Zolkiewski, Victoria Story, Jamie Burton, Paul Chan, Andre Gomes, Philippa Hunter-Jones, Lisa O’Malley, Linda D. Peters, Chris Raddats, William Robinson

The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output…

Emotional intelligence in front-line/back-office employee relationships

Treasa Kearney, Gianfranco Walsh, Willy Barnett, Taeshik Gong, Maria Schwabe, Kemefasu Ifie

This paper aims to undertake a simultaneous assessment of interdependence in the behaviours of front-line and back-office employees and their joint effect on customer-related…