Journal of Service Management: Volume 34 Issue 1

A tribute to Dr Pierre Eiglier: a service field founder with timeless service wisdom

David E. Bowen

This tribute to Dr Pierre Eiglier, who passed in February 2020, was prepared for the “17th International Research Conference in Service Management 2022” in La Londe les Maures…

The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings: a service research agenda

Wided Batat, Wafa Hammedi

Because new-age technologies are gaining a broader interest among service scholars and practitioners, it is critical to identify these technologies and examine the roles they…

Experiential AR/VR: a consumer and service framework and research agenda

Lia Zarantonello, Bernd H. Schmitt

The paper focuses on extended reality technologies and their potential contribution to the improvement of services. First, it identifies extended reality technologies (AR/VR) as…

Augmented reality magic mirror in the service sector: experiential consumption and the self

Khaled El-Shamandi Ahmed, Anupama Ambika, Russell Belk

This paper examines what the use of an augmented reality (AR) makeup mirror means to consumers, focusing on experiential consumption and the extended self.

Designing augmented reality services for enhanced customer experiences in retail

Nageswaran Vaidyanathan, Stefan Henningsson

To deliver superior customer experiences, retailers are increasingly turning to augmented reality (AR) technologies for new digital services that can enhance their customer…

Immersive netnography: a novel method for service experience research in virtual reality, augmented reality and metaverse contexts

Robert V. Kozinets

As immersive technologies gain wider adoption, contemporary service researchers are tasked with studying their service experiences in ways that preserve and attend to their…

Theorising brand aura

Nicholas Alexander, Anne Marie Doherty

Building on Walter Benjamin's philosophical reflections on aura and authenticity, this article aims to conceptualise and theorise brand aura.

Building organizational resilience with digital transformation

Zeya He, Huiling Huang, Hyeyoon Choi, Anil Bilgihan

Uncertain times [e.g. coronavirus disease 2019 (COVID-19)] require service businesses to respond in creative, flexible and resilient ways. This paper aims to develop and test the…