Journal of Services Marketing: Volume 35 Issue 8

Emotional costs of service labor: do consumers care?

Nora Moran, Sigalit Ronen

Consumers can provide monetary tips to service employees as a reward for their efforts. However, consumers’ ability to recognize the demands of these jobs could affect tipping…

Service conversation: advisory, relational and transformative approaches

Ahir Gopaldas, Marina Carnevale, Richard Kedzior, Anton Siebert

The marketing literature on service conversation in dyadic services has elaborated two approaches. An advisory approach involves providers giving customers expert advice on how to…

Difficulty is a possibility: turning service recovery into e-WOM

Duy Binh Luong, Kuang-Wen Wu, Thi Huong Giang Vo

This study aims to identify the factors of service recovery strategy that affect customer satisfaction. In addition, this study aims to explore the relationship between consumer…

Use it or lose it: point expiration and status demotion

Hyunju Shin, Riza Casidy

In managing hierarchical loyalty programs (HLP), firms often use a reward point expiration and status demotion policy to reduce financial liability and to encourage repeat…

Value co-creation activities in retail ecosystems: well-being consequences

Pilar Gardiazabal, Constanza Bianchi

This paper aims to analyze the well-being consequences of value co-creation activities at an ecosystem level, focusing specifically on the micro and meso levels. This study is…

Building homes and hopes: the transformative service of YouthBuild Las Vegas

Kimberly Nehls

YouthBuild programs are uniquely designed to address the status of unemployed and uneducated young men and women who are disconnected from work and education. This study, on…

Imperfect produce: retailer actions and service outcomes

Atmadeep Mukherjee, Amaradri Mukherjee, Pramod Iyer

Food waste is a big problem where millions of pounds of produce are discarded every year because they are imperfect or unattractive. Despite the societal implications of selling…

Consumers’ health-locus-of-control and social distancing in pandemic-based e-tailing services

Omar S. Itani, Linda D. Hollebeek

COVID-19 and its precautions, including social distancing, have revolutionized traditional retailing- and consumption patterns. In this turbulent environment, the purpose of this…

Understanding innovativeness and commitment to sustainable service practices

Antonio Marín-García, Irene Gil-Saura, Maria-Eugenia Ruiz-Molina

The purpose of this study is two-fold. First, to examine the relationship between the retailer’s innovativeness and sustainability from the customer standpoint. Second, to assess…