Journal of Services Marketing: Volume 35 Issue 3

Editorial: When service technologies and human experiences intersect

Mark Scott Rosenbaum, Rebekah Russell-Bennett

This paper aims to identify future research opportunities that address human–technology service interactions.

Viewpoint: Service products, development of service knowledge and our community’s target audience

Jochen Wirtz

This paper aims to emphasize a research priority on the understanding of service products and how services can be productized. Furthermore, it provides perspectives on the…

Made for each other? Psychological contracts and service brands evaluations

Russel P.J. Kingshott, Sanjaya Singh Gaur, Piyush Sharma, Sheau Fen Yap, Yekaterina Kucherenko

This paper aims to investigate the individual and combined effects of three types of psychological contracts between customers and service employees (i.e. transactional…

Older consumers’ reaction to a patronizing sales interaction

Emmanuel Chéron, Christian Weins, Florian Kohlbacher

The purpose of this study is to investigate the impact of patronizing by salespeople when interacting with older consumers in a retail situation of shopping for a mobile phone. In…

Effect of interactive marketing channels on service customer acquisition

Kashef A. Majid

The cost of customer acquisition is one of the largest expenses that service firms incur due to loss-generating quotes/proposals. This paper aims to connect interactive marketing…

E-service quality on live streaming platforms: swift guanxi perspective

Min Zhang, Lin Sun, Fang Qin, G. Alan Wang

In recent years, more and more e-retailers have adopted live streaming services to attract customers. Although the extant literature has mostly examined the motivations for live…

Going with the flow: smart shopping malls and omnichannel retailing

Nisreen Ameen, Ali Tarhini, Mahmood Shah, Nnamdi O. Madichie

The transition from multichannel to omnichannel retailing requires a better conceptualisation, especially for customer experience in smart shopping malls. Therefore, this study…

Introducing relational dialectics on actor engagement in the social media ecosystem

Rodoula H. Tsiotsou

The purpose of this paper is to provide an in-depth understanding of actor engagement (AE) on social media by proposing a holistic and integrative conceptual framework.

Authenticity, rapport and interactional justice in frontline service: the moderating role of need for uniqueness

Kristina K. Lindsey-Hall, Susana Jaramillo, Thomas L. Baker, Julian M. Arnold

This paper aims to investigate how perceptions of employee authenticity and customer–employee rapport influence customers’ interactional justice assessments and related service…

Customer effort in mandatory and voluntary value cocreation: a study in a health care context

Tram-Anh Ngoc Pham, Jillian Carol Sweeney, Geoffrey Norma Soutar

This study aims to examine the impacts various types of resources had on customer effort in mandatory and voluntary value cocreation activities and the contribution of efforts in…