Journal of Services Marketing: Volume 36 Issue 5

Viewpoint: the need to evolve to a service logic mindset in Latin America

Javier Reynoso

The purpose of this viewpoint is to discuss the need to evolve from a service marketing approach to a service logic mindset throughout the organization in Latin America. In doing…

Consumers’ decision-making self-efficacy for service purchases: construct conceptualization and scale

Dena Hale, Ramendra Thakur, John Riggs, Suzanne Altobello

The purpose of this study is to develop and validate a scale to determine the consumer’s level of decision-making self-efficacy for a high-involved service purchase, specifically…

Transformation of the hospitality services marketing structure: a chaos theory perspective

Levent Altinay, Hasan Evrim Arici

Drawing on chaos theory as an overarching approach, as well as guidelines from effectuation and transformative learning theories, this study aims to evaluate the changing…

Accommodating ethnic minority consumers during service encounters: the fine line

Sarah Mady, John B. Ford, Tarek Mady

This paper aims to examine the effect of intercultural accommodation efforts on service quality perceptions among ethnic minority consumers. Specifically, the paper postulates…

Customer responses to service failures on social media

Kaan Varnali, Caner Cesmeci

As customers increasingly adopt social media as the primary channel to reach out to companies, voicing is becoming a public act. Adopting a social psychological perspective, this…

Gift card types and willingness to spend more

SangGon (Edward) Lim, Chihyung “Michael” Ok

This study aims to provide a better understanding of how gift card receivers react to the types of gift cards. This study examined the effect of gift card types (intangible…

Relational cohesion between users and smart voice assistants

Blanca Hernández-Ortega, Joaquin Aldas-Manzano, Ivani Ferreira

This study aims to examine users’ affective relationships with smart voice assistants (SVAs) and aims to analyze how these relationships explain user engagement behaviors toward…

Necessary evil: a strategy to manage dysfunctional customer behavior

Yu-Shan (Sandy) Huang, Xiang Fang, Ruping Liu

The purpose of this paper is to investigate how and when used by employees influences witnessing customers’ willingness to spread positive word of mouth (WOM).

Consumers’ perceptions of food ethics in luxury dining

Wided Batat

This paper aims to draw on the sociocultural dimensions of food luxury consumption as a new theoretical foundation to explore the consumers’ perceptions of ethical food production…