Journal of Service Management: Volume 34 Issue 2

Guest editorial: Evolutions and disruptions in retailing service through digital transformation

Jung-Hwan Kim, Minjeong Kim

Employee-(ro)bot collaboration in service: an interdependence perspective

Khanh Bao Quang Le, Laszlo Sajtos, Karen Veronica Fernandez

Collaboration between frontline employees (FLEs) and frontline robots (FLRs) is expected to play a vital role in service delivery in these increasingly disrupted times. Firms are…

Fostering positive customer attitudes and usage intentions for scheduling services via chatbots

Daniel Maar, Ekaterina Besson, Hajer Kefi

This article draws on a reasoned action perspective and the two fundamental dimensions (i.e. warmth and competence) of the Stereotype Content Model (SCM) to analyze customers'…

Programmatic advertising in online retailing: consumer perceptions and future avenues

Robert Ciuchita, Johanna Katariina Gummerus, Maria Holmlund, Eva Larissa Linhart

Digital advertising enables retailers to rely on large volumes of data on consumers and even leverage artificial intelligence (AI) to target consumers online with personalised and…

Wrinkles in a CSR story: mismatched agendas in fast fashion service brands' CSR reputation

Jacob Mickelsson, Joep J.G.M. van Haren, Jos G.A.M. Lemmink

Corporate social responsibility (CSR) is an increasingly important issue for service brands in fast fashion retailing, as consumers' negative impressions about retailers' CSR…

Reflections and predictions on effects of COVID-19 pandemic on retailing

Peter C. Verhoef, Corine S. Noordhoff, Laurens Sloot

The Covid-19 pandemic has a strong effect on societies, business and consumers. Governments have taken measures to reduce the spread of the pandemic, such as social distancing and…

Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study

Frédéric Ponsignon

This article aims to provide an understanding of how utilitarian services can make the customer experience more hedonic.

Linking servicescape and experiencescape: creating a collective focus for the service industry

Jay Kandampully, Anil Bilgihan, Sally Mohamed Amer

The purpose of this paper is to review what one knows – and does not know about servicescape and experiencescape. The paper provides a comprehensive conceptualization, discussion…