Journal of Services Marketing: Volume 34 Issue 4

Decoding service brand image through user-generated images

Marlini Bakri, Jayne Krisjanous, James E. Richard

Despite the growing number of studies surrounding user-generated content (UGC), understanding of the implications, potential and pertinence of user-generated images (UGI), the…

I’ve got an idea! Exploring the antecedents of suggestion sharing in consumer services

Thomas Burnham

Customer suggestions offer valuable insights to companies, and suggestion sharing is a form of engagement that strengthens customers’ relationships with firms. Yet research to…

The halo effect of C2C interaction quality in prolonged close-proximity service settings

Jiyoung Kim, Sunmee Choi, Drew Martin

Applying social capital and the social exchange theories to customer-to-customer (C2C) interactions, this study aims to propose that interaction quality perceptions affect the…

How anthropomorphic cues affect reactions to service delays

Seth Ketron, Kelly Naletelich

Service delays are of significant concern to both consumers and companies – delays cost both groups billions of dollars and lead to consumer frustration and switching activity…

The value disruption of uncivil other-customers during online service recovery

Todd J. Bacile, Alexandra Krallman, Jeremy S. Wolter, Nicole Dilg Beachum

Customer complaints and service recovery via virtual customer service channels (VCSCs) present unique recovery situations unlike those commonly found in traditional complaint…

The 4Cs of mass customization in service industries: a customer lens

Jessica L. Pallant, Sean Sands, Ingo Oswald Karpen

Increasingly, customers are demanding products that fit their individual needs. Many firms respond by cultivating product individualization via mass customization, often…

Reducing referral leakage: an analysis of health-care referrals in a service ecosystem

Genevieve Elizabeth O’Connor, Laurel Aynne Cook

The purpose of this paper is to address a critical problem for health-care organizations: patient referral leakage. This paper explores the nature of patient referrals by…

Services under new management: the myth of a fresh start

Tim Jones, Susan E. Myrden, Peter Dacin

The purpose of this study is to examine the consumer-side effects of “under new management” (UNM) signs. The authors integrate cue-utilization theory and relevance theory to guide…

Driving users’ behaviours and engagement in co-creating services

Anna-Sophie Oertzen, Gaby Odekerken-Schröder, Birgit Mager

This paper investigates factors that determine users’ behaviours during services co-creation, as well as those that influence their engagement in such efforts.

Institutional change and routine dynamics in service ecosystems

Tiina Tuominen, Bo Edvardsson, Javier Reynoso

This study aims to understand and explain how institutional change occurs at the level of value co-creation practices in service ecosystems. Despite the centrality of collective…