Journal of Services Marketing: Volume 33 Issue 1

Editorial

Rebekah Russell-Bennett, Mark Scott Rosenbaum

Introducing the transformative service mediator: value creation with vulnerable consumers

Raechel Johns, Janet Davey

The purpose of this study is to identify the role of mediators in supporting value co-creation for vulnerable consumers in a service context. The authors propose that in…

Customer participation and service outcomes: mediating role of task-related affective well-being

Aswathy Asokan Ajitha, Piyush Sharma, Russel P.J. Kingshott, Upendra Kumar Maurya, Arshinder Kaur

The purpose of this paper is to contribute to transformative service research by drawing on self-determination, elicitation of emotions framework and feelings-as-information…

Empathy for service: benefits, unintended consequences, and future research agenda

Liliana L. Bove

Empathy is a core characteristic of helping and caring interactions and thus is fundamental to service. Yet, to date, service marketing literature has focused on a restricted view…

Technology in use – characterizing customer self-service devices (SSDS)

Johanna Gummerus, Michaela Lipkin, Apramey Dube, Kristina Heinonen

This study aims to introduce and characterize a specific form of self-service technology (SST), customer self-service devices (SSDs), as well as propose and apply a classification…

Triggers and motivators of privacy protection behavior on Facebook

Linda Alkire, Johannes Pohlmann, Willy Barnett

Internet user privacy risks have been a topical subject with respect to consumers, corporations and governments. In line with the recent privacy scandals linked to social media…

Two routes of service modularization: advancing standardization and customization

Ida Gremyr, Aku Valtakoski, Lars Witell

This study aims to investigate service modularization in a manufacturing firm, identifies service modularization processes and examines how these processes change the service…

Making sense of customer service experiences: a text mining review

Dominik Mahr, Susan Stead, Gaby Odekerken-Schröder

The purpose of this paper is to systematically review the concepts and theories underlying customer service experience (CSE) and its underlying five dimensions (physical, social…

Viewpoint: conveying managerial relevance into service research

Philipp Phil Klaus

This paper aims to propose opportunities on how service research scholars can overcome the challenge of designing, delivering and disseminating managerial relevant studies. The…

Managing informal service organizations at the base of the pyramid (BoP)

Javier Reynoso, Karla Cabrera

This paper aims to explore and learn about managerial practices of informal services at the base of the pyramid (BoP).

A viewpoint from the trenches

Paul Sergius Koku

This paper aims to present the author’s viewpoint on the developments in the Journal of Services Marketing (JSM) during the past 25 years of his association with the Journal. The…