Journal of Services Marketing: Volume 32 Issue 4

Organizational identification and independent sales contractor performance in professional services

David J. Finch, Gashaw Abeza, Norm O’Reilly, Carola Hillenbrand

The purpose of this paper is to examine the drivers of independent sales contractor (ISC) performance. As independently contracted sales agents, the ISC model is a growing method…

Consequences of customer engagement and customer self-brand connection

Miguel Ángel Moliner, Diego Monferrer-Tirado, Marta Estrada-Guillén

The purpose of this paper is to analyze the impact of the customer engagement and customer self-brand connection on customer advocacy and firms’ financial performance. The…

Effects of customer experience across service types, customer types and time

Subhadip Roy

This study aims to investigate the relevance of customer experience quality (EXQ) across three different aspects. It compares the effect of EXQ on customer attitudes for hedonic…

Exploring restorative potential of biophilic servicescapes

Keyoor Purani, Deepak S. Kumar

The purpose of this study is to explore the relationship between the biophilic stimuli present in the servicescape and restorative effects on psychological states among consumers…

Measuring customers benefits of click and collect

Magali Jara, Dany Vyt, Olivier Mevel, Thierry Morvan, Nelida Morvan

Click and collect (or grocery pickup) represents a growing part of the channel strategy of traditional off-line retailers. The aim of this study is to understand how customers…

Company social networks: customer communities or supplementary services?

Carla Martins, Lia Patrício

The purpose of this study is to contribute to a better understanding of the antecedents and consequences of loyalty to consumer networks hosted by companies in the scope of social…

Etourism advertising effectiveness: banner type and engagement as moderators

Francisco Muñoz-Leiva, Francisco Liébana-Cabanillas, Janet Hernández-Méndez

This paper aims to analyze advertising effectiveness in terms of self-reported memory (recall) by measuring customers’ visual attention, including consumer engagement with…

Drivers of service climate: an emerging market perspective

Hung Trong Hoang, Sally Rao Hill, Vinh Nhat Lu, Susan Freeman

Drawing on social exchange theory, the purpose of this paper is to develop and test an integrative model of internal and external factors determining employee perceptions of their…

Influence of e-WOM engagement on consumer purchase intention in social commerce

Ali Sahabi Yusuf, Ab Razak Che Hussin, Abdelsalam H. Busalim

As a business paradigm, social commerce (s-commerce) has brought about a new stage of innovation, and by extension, has transmuted the power from seller to buyer. S-commerce is a…

Effect of multilevel trust on effort-in-use and service co-design behaviour

Sherriff T.K. Luk, Ben S.C. Liu, Esther L.Y. Li

This paper aims to draw on the trust-commitment theory and the framework of service-dominant marketing logic to investigate the potential effect of trust at both brand and service…