Journal of Services Marketing: Volume 38 Issue 7

Wither vulnerable consumers? Meaningful dialogue about marketplace vulnerability

Ronald Paul Hill

The purpose of this paper is to present an alternative perspective to the article on consumer vulnerability recently published in this journal by Russell-Bennett et al. (2024).

Cite me! Perspectives on coercive citation in reviewing

Suzan Burton, Debra Z. Basil, Alena Soboleva, Paul Nesbit

This study builds on previous discussion of an important area for both academics and academic journals – the issue of reviewers inappropriately asking for (or “coercing”) citation…

Investigating the role of metaverse influencers’ attributes for the next generation of services

Aman Kumar, Amit Shankar

The purpose of this research is to identify the most important attributes of metaverse influencers and examine their impact on customer engagement and social glue.

I can’t get satisfaction: examining the moderating role of service brand authenticity in the relationship of imperfect experiences and satisfaction

Ioanna Anninou, Georgia Stavraki, Arne Floh

This study aims to examine the moderating role of dimensions of brand authenticity (continuity, credibility, integrity and symbolism) in the relationship between evaluations of…

Customer gratitude expressions and FLEs’ prosocial behavior: insights from delighted customers

Michel Tremblay

This study aims to investigate the impact of customers’ delight on the likelihood of frontline employees (FLEs) receiving expressions of gratitude from customers, as well as the…

Feeding trust: exploring key drivers, moderators and consequences related to food app usage

Swathi Ravichandran, Christian Nedu Osakwe, Islam Mahmoud Yousef Elgammal, Ghazanfar Ali Abbasi, Jun-Hwa Cheah

This paper aims to utilize an extended involvement-commitment and trust commitment model to examine post-consumption decisions related to food delivery app use.

In-store augmented reality experiences and its effect on consumer perceptions and behaviour

Rekha Attri, Subhadip Roy, Sharuti Choudhary

This study aims to explore the impact of augmented reality (AR) technologies on consumer information processing and value perceptions in physical stores. Specifically, it…

Transformative value, communities and service designs for sustainability

Nicholas Catahan

The purpose of this transformative service research (TSR) is to apply, innovate on and extend the understanding of service-dominant logic (SDL) perspectives, sustainable service…

Comprehending roles of virtual service assistant’s warmth and competence for service co-creation versus service recovery

Gunjan Dandotiya, Juhi Gahlot Sarkar, Abhigyan Sarkar

Based on the stereotype content model (SCM), this study aims to enrich comprehension of virtual service assistant (VSA)-enabled service delivery through two pivotal avenues…

Authenticity matters: investigating virtual tours’ impact on curiosity and museum visit intentions

Gaukhar Chekembayeva, Marion Garaus

This study aims to investigate the impact of virtual museum tours on intentions to visit on-site museums. Furthermore, the role of an authentic virtual tour experience and its…