Journal of Services Marketing: Volume 36 Issue 2

Commentary: the moral limits of service markets – just because we can, should we?

Maria Raciti, Foluké Abigail Badejo, Josephine Previte, Michael Schuetz

This commentary extends our 2020 11th SERVSIG Panel The moral limits of service markets: Just because we can, should we?, inspired by Michael J. Sandel’s book What Money Can’t Buy…

Commentary: the unintended consequences of digital service technologies

Mark S. Rosenbaum, Gabby Walters, Karen L. Edwards, Claudia Fernanda Gonzalez-Arcos

This commentary puts forth a conceptual framework, referred to as the consumer, organization, government framework of unintended digital technology service failures, that…

Consumers experiencing vulnerability: a state of play in the literature

Aimee Riedel, Dana Messenger, David Fleischman, Rory Mulcahy

The purpose of this paper is to provide a state-of-the-art review of research on consumers experiencing vulnerability to describe the current situation of the consumers…

An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness

Zhongpeng Cao, Qian Xiao, Weiling Zhuang, Lina Wang

As self-service technologies (SSTs) become more prevalent, service providers are actively encouraging customers’ involvement with these technologies, sometimes even forcing their…

Service inclusion: the role of disability identity in retail

Sarah Dodds, Nitha Palakshappa

The purpose of this research is to explore the role of identity for consumers with disabilities in a retail context. Understanding disability identity is critical to ensuring…

Bereavement meanings and the conditions for successful social support service encounters

Cécile Plaud, Bertrand Urien

Bereavement is far reaching and has a significant impact on many lives as widow(er)s are faced with countless changes to their everyday routines, their relationships and their…

Patients’ experience sharing with online social media communities: a bottom-of-the-pyramid perspective

Husain Salilul Akareem, Melanie Wiese, Wafa Hammedi

Despite having inadequate resources, highly impoverished patients tend to seek and share health information over social media groups to improve each other’s well-being. This study…

A conceptual framework for transformative gamification services

Afshin Tanouri, Ann-Marie Kennedy, Ekant Veer

Although the concept of transformative gamification is mentioned in previous research, no research has provided a theoretically based explanation of how gamification can lead to…

Customer engagement in online service brand communities

Ming Chi, Paul Harrigan, Yongshun Xu

Online service brand communities (OBCs) are an essential services marketing channel and relationship marketing tool, in which social capital (SC) is a critical success factor…

Servicing through digital interactions andwell-being in virtual communities

Cindy Yunhsin Chou, Wei Wei Cheryl Leo, Tom Chen

Applying social exchange theory as the theoretical basis, this paper aims to examine the impacts of two forms of digital social interaction on social well-being and helping…

Improving base-of-the-pyramid consumer welfare through mobile technology services

Devansh Pandey, Srabanti Mukherjee, Gopal Das, Jonathan Z. Zhang

Recent development and democratization of digital technologies call for studying base-of-the-pyramid (BOP) consumers’ interactions with these technologies. This study aims to…

Towards a theory of well-being in digital sports viewing behavior

Rejikumar G., Ajay Jose, Sonia Mathew, Dony Peter Chacko, Aswathy Asokan-Ajitha

Social television (Social TV) viewing of live sports events is an emerging trend. The realm of transformative service research (TSR) envisions that every service consumption…

Exploring the fit between mobile application service and application privacy

Jung-Kuei Hsieh, Hsiang-Tzu Li

With the popularity of mobile applications and increasing consumer awareness of application privacy, this paper aims to introduce a new construct of service-privacy fit (i.e. the…

Influence of social media posts on service performance

Carol Esmark Jones, Stacie Waites, Jennifer Stevens

Much research regarding social media posts and relevancy has resulted in mixed findings. Furthermore, the mediating role of relevancy has not previously been examined. This paper…

Consumer effort in service encounters: the overlooked impact of surface acting

Laurel Aynne Cook, M. Paula Fitzgerald, Raika Sadeghein

One shift in the retail landscape is the workload transfer from the retailer to the consumer. This study aims to explore consumer perceived effort and the consequences of this…