Journal of Service Management: Volume 24 Issue 3

Managing brands and customer engagement in online brand communities

Jochen Wirtz, Anouk den Ambtman, Josée Bloemer, Csilla Horváth, B. Ramaseshan, Joris van de Klundert, Zeynep Gurhan Canli, Jay Kandampully

Given the dramatic technology‐led changes that continue to take place in the marketplace, researchers and practitioners alike are keen to understand the emergence and implications…

Understanding Generation Y and their use of social media: a review and research agenda

Ruth N. Bolton, A. Parasuraman, Ankie Hoefnagels, Nanne Migchels, Sertan Kabadayi, Thorsten Gruber, Yuliya Komarova Loureiro, David Solnet

The purpose of this paper is to review what we know – and don't know – about Generation Y's use of social media and to assess the implications for individuals, firms and society.

Value fusion: The blending of consumer and firm value in the distinct context of mobile technologies and social media

Bart Larivière, Herm Joosten, Edward C. Malthouse, Marcel van Birgelen, Pelin Aksoy, Werner H. Kunz, Ming‐Hui Huang

The purpose of this paper is to introduce the concept of Value Fusion to describe how value can emerge from the use of mobile, networked technology by consumers, firms, and…

Beyond traditional word‐of‐mouth: An expanded model of customer‐driven influence

Vera Blazevic, Wafa Hammedi, Ina Garnefeld, Roland T. Rust, Timothy Keiningham, Tor W. Andreassen, Naveen Donthu, Walter Carl

Business and academia alike have become aware of the crucial role of customer‐to‐customer interactions. Facilitated by the increasing customer connectedness through online media…

Consumer perceptions of service constellations: implications for service innovation

Allard C.R. van Riel, Giulia Calabretta, Paul H. Driessen, Bas Hillebrand, Ashlee Humphreys, Manfred Krafft, Sander F.M. Beckers

The purpose of this paper is to investigate how the service constellation perspective affects innovation strategies and potentially contributes to the innovation literature…

Data‐driven services marketing in a connected world

V. Kumar, Veena Chattaraman, Carmen Neghina, Bernd Skiera, Lerzan Aksoy, Alexander Buoye, Joerg Henseler

The purpose of this paper is to provide insights into the benefits of data‐driven services marketing and provide a conceptual framework for how to link traditional and new sources…

Connections, communities, and collaboration: service sustainability in the digital age

Lerzan Aksoy, Allard van Riel, Jay Kandampully