Journal of Services Marketing: Volume 34 Issue 2

Determinants of negative customer engagement behaviours

Diem Khac Xuan Do, Kaleel Rahman, Linda J. Robinson

Understanding negative customer engagement is important as it is argued that negative information has a stronger impact on a customer’s brand perception and purchase decision than…

Managing negative word-of-mouth: the interplay between locus of causality and social presence

Yi He, Ilyoung Ju, Qimei Chen, Dana L. Alden, Hong Zhu, Kaiyuan Xi

This paper aims to describe the results of four studies that examine the interaction effects between locus of causality and social presence on consumers’ emotional response to a…

Testing complexity theory in service research

Catherine Prentice

This study aims to draw on the complexity theory and uses a non-an asymmetrical method – fuzzy-set qualitative comparative analysis (fsQCA) to test the core tenets of complexity…

Brand engagement and experience in online services

Imran Khan, Linda D. Hollebeek, Mobin Fatma, Jamid Ul Islam, Zillur Rahman

The purpose of this study is to assess the mediating role of brand trust and commitment in the relationship of brand engagement and brand experience with brand loyalty in the…

Does stress matter in mall experience and customer satisfaction?

Laura Lucia-Palacios, Raúl Pérez-López, Yolanda Polo-Redondo

This paper aims to demonstrate that stress is a relevant feeling to take into account in mall experience and customer satisfaction management. Furthermore, it is proposed that its…

A transformative perspective of financial services for the unbanked

Juan Bustamante, Adriana Amaya

This paper aims to examine the factors that affect financial services design of and their effect on the improvement of the unbanked customer well-being.

Why organizational loyalty programs cannot prevent switching

Frauke Mattison Thompson, Sven Tuzovic

The purpose of this study is to investigate the extent to which loyalty programs can prevent switching, and how individual level cultural values impact this. Loyalty programs are…

Increasing the independence of vulnerable consumers through social support

Amanda Beatson, Aimee Riedel, Marianella Chamorro-Koc, Greg Marston, Lisa Stafford

The purpose of this paper is to examine the influence of social support on young adults with disabilities (YAWDs) independent mobility behavior with the aim of understanding how…

Intellectual property extensions in entertainment services: Marvel and DC comics

Alexander Buoye, Arne De Keyser, Zeyang Gong, Natalie Lao

The purpose of this paper is to look into the topic of IP category extensions in an entertainment setting. The main goal of the study is to explore the reciprocal spillover effect…

Witnessing verbal aggression: role of customers’ self-conscious emotions

Mehmet Okan, Ayse Banu Elmadag

This paper aims to examine the widespread effects of service actors’ verbal aggression on witness customers’ intentions toward the service organizations through their…