Journal of Services Marketing: Volume 37 Issue 3

Neurophysiological responses to robot–human interactions in retail stores

Gaia Rancati, Isabella Maggioni

Retailers are increasingly considering the introduction of service robots in their stores to support or even replace service staff. Service robots can execute service scripts…

Reducing deviant consumer behaviour with service robot guardians

Paula Dootson, Dominique A. Greer, Kate Letheren, Kate L. Daunt

The purpose of this research is to understand whether service robots can safeguard servicescapes from deviant consumer behaviour. Using routine activity theory, this research…

Linking self-congruence and functional congruence to mobile health apps

Philipp M. Mähner, Adnan Zogaj, Dieter K. Tscheulin

Consumers often start using mobile health apps but quit using them after a brief period of time. However, app providers can only ensure their long-term existence in the market if…

The effect of perceived threat on online service reviews

Jong Min Kim, Eunkyung Lee

The ongoing impact of COVID-19 and the subsequent perception of threat have shifted consumer perceptions and evaluations of service experiences. This paper aims to investigate how…

Exoskeletons at your service: a multi-disciplinary structured literature review

James Tarbit, Nicole Hartley, Josephine Previte

Exoskeletons are characterized as wearable, mechanical orthoses that augment the physical performance of the wearer, enhance productivity and employee well-being when used in…

Robotic technologies and well-being for older adults living at home

Gloria L. Ge, Stephanie C. Schleimer

The purpose of this study is to investigate the benefits for aged care providers of adding affordable robotic technology to their services packages to enhance the well-being of…

Digital transformation for crisis preparedness: service employees’ perspective

Wei Wei Cheryl Leo, Gaurangi Laud, Cindy Yunhsin Chou

Digital transformation (DT) has had a profound impact on how services are delivered, but its effects on service frontline employees in crisis have yet to be examined. Using…

Seeking the resilience of service firms: a strategic learning process based on digital platform capability

Ruhong Liu, Jing Long, Longjun Liu

How to improve the resilience of service firms in the crisis, such as the COVID-19 epidemic, to maintain a sustainable competitive advantage becomes a growing concern worldwide…

Resistance of facial recognition payment service: a mixed method approach

Crystal T. Lee, Ling-Yen Pan

Sellers view facial recognition mobile payment services (FRMPS) as a convenient and cost-saving way to receive immediate payments from customers. For consumers, however, these…