Journal of Services Marketing: Volume 36 Issue 8

Editorial: Research priorities in the new service marketplace

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

This editorial aims to identify new research priorities in the service marketplace that are emerging because of consumer and organizational trends in the shadow of the global…

Understanding consumer perceptions and attitudes toward smart retail services

Chen-Yu Lin

This study aims to identify the antecedent factors influencing consumer attitudes and patronage intentions toward an intelligent unmanned convenience store (IUCVS) in Taiwan. The…

How gun control policies influence consumers’ service business evaluations

Frank Gregory Cabano, Amin Attari, Elizabeth A. Minton

Given the growing prevalence of gun control policies in service settings, this study aims to investigate how the adoption of a gun control policy by a service business influences…

Investigating the role of customer forgiveness following a double deviation

Cheng-Yu Lin, En-Yi Chou

Despite double deviation being an acknowledged phenomenon in services marketing, less research has been devoted to the evaluation of the underlying relationships between cognitive…

Mobile payment adoption in Latin America

Ainsworth Anthony Bailey, Carolyn M. Bonifield, Alejandro Arias, Juliana Villegas

Service providers have a vested interest in enhancing adoption of technologies that improve the customer service experience. Buoyed by this idea, this paper aims to explore Latin…

Stepping up, stepping out: the elderly customer long-term health-care experience

Cheng-Yu Lin, En-Yi Chou

Demand for long-term care services increases with population aging. This study aims to develop a conceptual model of elderly customers’ health-care experiences to explore the…

The effects of employee behavior in sustainable service organizations

Isabel Kittyma Disse, Hürrem Becker-Özcamlica

Numerous service organizations involve employees in strengthening customer relationships. While the literature has emphasized the importance of a sustainable market orientation…