Journal of Services Marketing: Volume 32 Issue 3

Editorial: recognizing the academic publishing service ecosystem

Steve Baron

This paper aims to provide a personal view of the institutions underpinning the academic publishing service ecosystem as a basis for a discussion of change and innovation.

Psychological drivers of referral reward program effectiveness

Chiara Orsingher, Jochen Wirtz

Empirical research presents conflicting findings with regards to the effectiveness of referral reward programs (RRPs) and supports two alternative and conflicting views on the…

Omni-channel service failures and recoveries: refined typologies using Facebook complaints

Anneliese Rosenmayer, Lisa McQuilken, Nichola Robertson, Steve Ogden

This paper aims to present two updated typologies of service failures and recoveries in the omni-channel context. These typologies are based on customer complaints and recoveries…

Customer brand engagement behavior in online brand communities

Taeshik Gong

This study aims to investigate the moderating role of cultural value orientations on the relationship between brand ownership and customer brand engagement behavior through brand…

The effects of loyalty programs in services – a double-edged sword?

Baolong Ma, Xiaofei Li, Lin Zhang

This paper aims to demonstrate both the positive and negative effects of loyalty programs. The study proposes a model to demonstrate why and how loyalty program strategies can…

Refurbishing services and how services enhance consumer well-being

Jeffrey F. Durgee, Garo Agopian

The purpose of this paper is to explore how services might impact a general consumer sense of everyday well-being or life satisfaction.

Share experiences: receiving word of mouth and its effect on relationships with donors

Larissa M. Sundermann

Although antecedents and consequences for the sender of word of mouth (WOM) are well evaluated in many research fields, non-profit service research focusing on consequences for…

An exploratory study of value added services

Hossein Olya, Levent Altinay, Glauco De Vita

Using data from 104 countries over a six-year period (2009-2014), this study proposes a value-added predictor in service industries based on the eight indicators of the prosperity…

Beyond chemistry: the role of employee emotional competence in personalized services

Jorge Matute, Ramon Palau-Saumell, Giampaolo Viglia

This paper aims to investigate how employees’ emotional competences affect customers’ responses in the context of emotional-driven and personalized services. Specifically, it…

Coping with the ambivalent emotions of guilt and pride in the service context

Renaud Lunardo, Camille Saintives

This research paper aims to contribute to the literature on emotions in the service experience. The extant literature has extensively discussed how the service experience can…