Journal of Services Marketing: Volume 38 Issue 8

Enhancing CSR and purchase intent in service recovery: investigating the interplay of prosocial compensation, hedonic and luxury purchases

Sarah (Sa’arah) Alhouti, Kristina (Kris) Lindsey Hall, Thomas L. Baker

As a company’s corporate social responsibility (CSR) image can protect from the backlash of a service failure, it is important to remind customers of the company’s CSR commitment…

Enhancing customer engagement behaviors via customer-to-customer interactions and identification

Vincent Jeseo, Matthew M. Lastner, Hulda G. Black

The e-services market is expected to reach nearly $500bn globally by 2028. As this marketplace grows, customer-to-customer interactions (CCIs) occurring through virtual channels…

Low-income consumers’ informal and formal financial service experiences: perceptions of access, inclusion, and social dependence

Mario Giraldo, Luis Javier Sanchez Barrios, Steven W. Rayburn, Jeremy J. Sierra

Low-income consumers’ perceptions of access and inclusion in financial services, remain underresearched. To fill this gap, the purpose of this study, is to investigate elements of…

Experience identification: connecting online engagement to offline loyalty

Jennifer L. Stevens, Mark R. Gleim, Stacie F. Waites

This paper aims to examine the transformative role of experience identification in connecting online communities to offline experiences. This study also aims to understand if…

Subscriber retention management: SRM framework and future research agenda

Denis Muratcehajic, Sandra Maria Correia Loureiro

This article aims to systematically review the fragmented but increasingly relevant research field of customer retention management in subscription scenarios, proposing the…

Lifetime deals: the role of software service offering in convincing consumers

Metehan Feridun Sorkun, Noyan Alperen İdin

This study aims to reveal consumer purchase intentions for Software-as-a-Service (SaaS) lifetime deals and the role of service offerings in shaping these intentions.

Subordinated service environments: how branding can create unintentional service exclusion

Kelley Cours Anderson, Deidre Popovich, Kellilynn M. Frias, Mikaela Trussell

This study aims to explore unintended effects of branding in a healthcare environment. Children’s hospitals often treat both women and children. The current research examines the…

Inclusive servicescapes: the imperative of universal design principles

Phil Klaus, Karen Edwards, Daniela Norvik, Aikaterini Manthiou, Van Ha Luong

This study aims to explore the transformative potential of universal design (UD) principles in changing servicescapes to enhance consumer experiences and foster inclusive…

Multisensory healing: transformative service encounters in nonpharmacological therapies for cancer patients’ well-being

Saeedeh Rezaee Vessal, Mariem El Euch Maalej, Judith Partouche-Sebban, Alain Toledano

This study aims to explore the impact of nonpharmacological therapies on cancer patients’ daily illness management and long-term well-being. It focuses on the design and effects…