Journal of Service Management: Volume 34 Issue 3

I am. Therefore, I will? Predicting customers' willingness to co-create using five-factor theory

Pascal David Vermehren, Katrin Burmeister-Lamp, Sven Heidenreich

Customers' participation in co-creation is a prerequisite for co-creation success. To identify customer co-creators, research has shown a recent interest in the role of…

Service system well-being: scale development and validation

Gaurangi Laud, Cindy Yunhsin Chou, Wei Wei Cheryl Leo

Recent marketing research provides conceptual models to investigate the well-being of collectives, but service system well-being (SSW) remains untested empirically. This research…

The olfactory experience (in retail) scale: construction, validation and generalization

Subhadip Roy, Priyanka Singh

Measurement scales for sensory experience in retailing exist for sight, touch and sound. In the present study, the authors aim to develop the olfactory experience (OEX) scale in…

Empathetic creativity for frontline employees in the age of service robots: conceptualization and scale development

Khoa The Do, Huy Gip, Priyanko Guchait, Chen-Ya Wang, Eliane Sam Baaklini

While robots have increasingly threatened frontline employees’ (FLEs) future employment by taking over more mechanical and analytical intelligence tasks, they are still unable to…

Frontline employee expectations on working with physical robots in retailing

Kim Willems, Nanouk Verhulst, Laurens De Gauquier, Malaika Brengman

Service robots have increasingly been utilized in retail settings, yet empirical research on how frontline employees (FLEs) might deal with this new reality remains scarce. This…

Realizing the economic and circular potential of sharing business models by engaging consumers

Marie-Julie De Bruyne, Katrien Verleye

Today's sharing economy covers a variety of business models. This research aims to (1) identify dimensions along which sharing businesses may vary and (2) investigate how these…

Piloting personalization research through data-rich environments: a literature review and future research agenda

Khalid Mehmood, Katrien Verleye, Arne De Keyser, Bart Larivière

Over the last 50 years, increased attention for personalization paved the way for one-to-one marketing efforts, but firms struggle to deliver on this promise. The purpose of this…

Value creation and cost reduction in health care – outcomes of online participation by health-care professionals

Jens Hogreve, Andrea Beierlein

The authors explore the outcomes of health-care professionals' participation in a vendor-hosted online community by combining qualitative and quantitative data collected in two…

Enabling a service thinking mindset: practices for the global service ecosystem

Linda Alkire, Rebekah Russell-Bennett, Josephine Previte, Raymond P. Fisk

Profound economic, social, political and environmental problems are cascading across modern civilization in the 21st century. Many of these problems resulted from the prevailing…