Journal of Services Marketing: Volume 33 Issue 5

Simultaneous effects of multiple cues in restaurant reviews

Esther L. Kim, Sarah Tanford

The purpose of this paper is to evaluate how consumers simultaneously process multiple cues for different dining occasions when making a restaurant decision.

Subtle but spotted? Influencing factors of customer-perceived weight discrimination

Sonja N. Kralj, Andreas T. Lechner, Michael Paul

Studies report that frontline employees frequently discriminate against overweight customers, a group of vulnerable consumers that is growing worldwide. However, because most…

Responding to service failures with prevention framed donations

Sarah Alhouti, Scott A. Wright, Thomas L. Baker

Service failures are common and companies must decide how best to respond to these incidents. The purpose of this study is to examine service recovery efforts that incorporate a…

Consumers' willingness to purchase online mental health services

Mahafuz Mannan, Reaz Ahamed, Sifat Binte Zaman

The purpose of this paper is to investigate the direct effects of eHealth literacy, perceived competence, perceived electronic word-of-mouth (eWOM) credibility and price…

Developing substantive theories into formal theories via disruption

Mark Scott Rosenbaum, Rebekah Russell-Bennett

The purpose of this paper is to encourage service researchers to engage in “theoretical disruption” by purposefully adding variance to existing substantive theories, and…

Boosting service performance by dark chocolate seduction

Nanouk Verhulst, Hendrik Slabbinck, Iris Vermeir

Past research suggests that small details during a service may have a big impact on the service experience. Drawing from this literature, this study aims to test the impact of…

Role of customer attributes on absolute price thresholds

Saloni Firasta Vastani, Kent Bourdon Monroe

This paper aims to examine how customer heterogeneity influences absolute price thresholds in a service industry.

Temporarily vulnerable consumers in a bank services setting

Abdelmajid Amine, Sherazade Gatfaoui

The purpose of this paper is to explore how temporarily vulnerable customers and their bank advisors cope with incidents that occur over the course of their service relationships.

Reducing service sabotage and improving employee commitment to service quality

Charles H. Schwepker, Jr, Christina K. Dimitriou, Todd McClure

The purpose of this paper is to investigate the impact of formal [ethics training (ET)] and informal [psychological ethical climate (EC)] controls in reducing service sabotage…

Viewpoint: service research priorities – bridging the academic and practitioner perspectives

Lerzan Aksoy, Loïc Guilloux, Hélène Duneigre, Sikaar Keita

As an interdisciplinary and applied discipline, managerial relevance has always been at the forefront of service research. This viewpoint article synthesizes the main ideas…