Journal of Services Marketing: Volume 38 Issue 4

Editorial: Service resilience in an increasingly ambiguous, dynamic and complex world – absorb, adapt and transform

Janet Davey, Jayne Krisjanous, Nicholas Ashill

This editorial introduces a special issue of the Journal of Services Marketing, dedicated to the concept of resilience in the services sector. This editorial aims to identify how…

Commentary: developing a deeper understanding of resilience in service contexts

Valerie Good

This paper aims to comment on resilience research within the context of frontline employees in sales and services marketing.

The possibilities of resilience for service organisations

Colin Michael Hall, Sara Naderi Koupaei

This paper aims to provide an examination of the use of the concept of resilience and its use in service organisation, ecosystem-related literature and the wider social sciences.

Reconfiguration and transformation for resilience: building service organizations towards sustainability

Arjun J Nair, Sridhar Manohar, Amit Mittal

Amidst unpredictable and turbulent periods, such as the COVID-19 pandemic, service organization’s responses are required to be innovative, adaptable and resilient. The purpose of…

Service employees’ STARA awareness and proactive service performance

Won-Moo Hur, Yuhyung Shin

This study aims to explore the role of frontline service employees’ (FSEs) awareness that their job can be substituted by smart technology, artificial intelligence, robotics and…

The role of organizational resilience in SME service innovation and value cocreation

Evelyn Lopez, Jose A. Flecha-Ortiz, Maria Santos-Corrada, Virgin Dones

The COVID-19 pandemic has significantly affected service small- and medium-sized enterprises (SMEs), increasing the importance of understanding how these businesses can become…

Mindfulness, resilience and the happiness of service employees working from home

Nguyen-Hau Le, My-Quyen Thi Mai, Kieu-Giang Le

The work-from-home scheme (WFH) is increasingly being adopted in service firms. However, the blurred border between employees’ work and life can create work–life conflict (WLC…

How can service organizations build resilience by leveraging capabilities and service worker team knowledge?

Girish Prayag, Lucie K. Ozanne, Mesbahuddin Chowdhury

Grounded in dynamic capabilities theory, this study aims to examine how dynamic capabilities and a transactive memory system (TMS) can build the resilience of service…

How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?

Fatemeh S. Shahmehr, Amrik Sohal, Seyed Mohammad Sadegh Khaksar

This study aims to explore how not-for-profit organisations (NFPs) adopt service innovation and improve their employee resilience capabilities as a response to environmental…