Journal of Services Marketing: Volume 35 Issue 2

Viewpoint: service research in Post-Soviet states and the former eastern bloc

Marek Gnusowski

This paper aims to improve the service discipline’s understanding of the unique challenges and opportunities that services marketers encounter in Central, Eastern and Southeastern…

Understanding sources of financial well-being in Romania: a prerequisite for transformative financial services

Rodica Ianole-Calin, Geoffrey Hubona, Elena Druica, Cecilia Basu

The purpose of this paper is to investigate the extent to which financial behavior and financial well-being are affected by cognitive and non-cognitive factors in a specific…

Co-creating value in post-communists contexts: capability perspective

Maciej Mitrega, Vojtech Spacil, Gregor Pfajfar

The purpose of this paper is to test what kind of value co-creation-related organizational capabilities may be applied in the specific context of the post-communist…

Perception of customer retail experiences in Poland

Agnieszka Kacprzak, Katarzyna Dziewanowska

Poland’s political and economic transition of 1989 resulted in a cultural trauma experienced by consumers, which has influenced their perception of the retail experience. However…

Customer brand engagement during service lockdown

Linda D. Hollebeek, Dale L.G. Smith, Edward Kasabov, Wafa Hammedi, Alexander Warlow, Moira K. Clark

While the customer brand engagement (CBE) research has advanced important insight, most studies to date explore CBE under regular, free-market conditions, yielding an important…

Unintended negative consequences of loyalty programs: endowed vs earned loyalty

Melissa A. Baker, Tiffany S. Legendre

Loyalty programs are pervasive across service industries. However, the examination of cross-customer effects represents a critical gap in the loyalty literature. To address this…

Using linguistics to inform influencer marketing in services

Jennifer Lee Burton, Jill R. Mosteller, Kellie E. Hale

To inform and optimize frontline service interactions associated with higher education recruitment, the linguistic content and context of online posts by brand ambassadors and…

Consumer responses to shopper solutions in service settings

Ashley M. Thomas, Christopher L. Newman, Stacey R. Finkelstein, Yoon-Na Cho, Allyn Cascio

Retailers are continuously seeking to improve upon the in-store shopping experience for their customers. The present research aims to examine consumers’ responses to one such…

Viewpoint: using neuroscience tools in service research

Nanouk Verhulst, Iris Vermeir, Hendrik Slabbinck

This paper aims to discuss the potential of neuroscientific tools in the service research domain.