Journal of Services Marketing: Volume 35 Issue 5

Editorial: business education in profound disruption

Mark Scott Rosenbaum, Rebekah Russell-Bennett, Germán Contreras-Ramírez

This editorial aims to discuss 11 trends that are driving changes in business education, especially for Master of Business Administration (MBA) curriculum programming.

Mobile contextual marketing in a museum setting

Xueting Dou, Alei Fan, Liping Cai

This paper aims to investigate how the contextual marketing strategy facilitated by mobile technology enhances consumers’ purchase intention and experiential quality in a hedonic…

Service authenticity and its effect on positive emotions

Jong-Hyeong Kim

This paper aims to report that authenticity is a crucial factor in determining consumer behavior. To ensure that customers feel a sense of authenticity, service organizations and…

Exploring how internet services can enhance elderly well-being

Constanza Bianchi

This study aims to investigate how Internet services can improve the well-being of elderly consumers. Drawing on transformative service research (TSR) and technology adoption…

The effect of carers’ healthcare practices on the categorization of elderly patients as vulnerable

Abdelmajid Amine, Audrey Bonnemaizon, Margaret Josion-Portail

The purpose of this paper is to show that the categorization of elderly patients as vulnerable is affected by health-care service interactions with caregivers, which may increase…

The role of salesperson emotional behavior in value proposition co-creation

Catherine Johnson, Timo Kaski, Yvonne Karsten, Ari Alamäki, Suvi Stack

This paper aims to focus on how salespeople use emotions to build connections and facilitate value proposition co-creation (VPCC) in B2B complex services sales.

Who do you choose? Comparing perceptions of human vs robo-advisor in the context of financial services

Lixuan Zhang, Iryna Pentina, Yuhong Fan

This study aims to investigate the differences in consumers’ perceptions of trust, performance expectancy and intention to hire between human financial advisors with high/low…

The impact of social visibility of VIP services on satisfaction

Zhongpeng Cao

From the perspective of customer segmentation, most scholars show more interest in the very important person (VIP) customer’s service experience and satisfaction; however, the way…

Contamination fear and ABS during COVID-19

K.R. Jayasimha, Himanshu Shekhar Srivastava, Sivaraman Manoharan

Access-based services (ABS) have been adversely impacted by the COVID-19 pandemic. This study aims to validate customer barriers to ABS focusing on the contamination barrier. As…

Support for small businesses during a health crisis

Kashef A. Majid, David W. Kolar, Michel Laroche

Crises threaten the operations of small businesses and endanger their survival; however, when the crisis is not attributable to the firm, consumers may rally around the business…