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The purpose of this paper is to explore the mental models of top executive team members in a selected retail bank. The focus is on how each executive team member makes sense of the market situation and changes with regard to customers and customer-bank interactions in the current situation where earlier bank practices are at risk of becoming obsolete.

All members in the executive team were interviewed individually in August 2014 on how they reason about challenges in the service business. The study uses an abductive research approach.

The mental models were largely dominated by internal bank issues, and adjusting the services to changing customer preferences was considered a main challenge. The research analysis showed that the executive team members identified the same business challenges, but their interpretations of the meanings and implications of the challenges were different. Mental models tend to be hidden and stable and are seldom explicitly elaborated. There was a distinct spread in mental models in terms of content. Limited focus was on customers as the starting point for business development and renewal.

The study was conducted in the retail banking setting, which is currently affected by many changes. The study, however, was limited to executive members in one bank.

The foremost implications of this study relate to sensitising executive members and teams to their mental models and exposing different core challenges related to customers and customer relationships in the retail banking sector.

The value of the study is it sheds light on top executives’ prospective sensemaking of current business challenges by addressing individual mental models. The study represents a novel approach in the strategic service management literature.

The purpose of this paper is to examine consumers’ motives in signing up for a week-long voluntary simplicity experiment, No Impact Week (NIW), and reducing their consumption during and afterwards.

The empirical data come from informants who filled out a pre-week email inquiry, completed a daily diary template centred on eight themes, responded to a post-week email inquiry and answered follow-up questions one month after completion.

Those who participate in NIW were motivated by personal factors, such as curiosity and desire to be more aware, to learn tips for eco-living applicable to daily life and to challenge themselves. People who chose not to participate did so largely because they did not understand what would be required of them. Participants incorporated the experiment into their lives, but the outcomes remained dependent on existing structures, in this case environmental and personal factors. The findings indicate the existence of a value–action gap and an awareness–behaviour gap.

While a mismatch between consumers’ consumption values and behaviour is not uncommon, enabling behaviour in line with values is crucial for reducing consumption. Although voluntary simplicity is a drastic form of consumption reduction that appeals only to a small but growing niche of people, the motives for and consequences of engaging in it highlight pressing issues of consumer behaviour and consumption.

The study is unique in that it links voluntary simplicity to a social marketing campaign that should appeal to those with a favourable attitude towards taking action and reducing their consumption.

The purpose of this paper is to provide authors with guidelines for carrying out excellent qualitative service research. It describes the features that editors and reviewers use to evaluate qualitative research and pinpoints what authors can do to improve their manuscripts for publication.

The paper identifies five features of excellent qualitative service research – relevance, rigor, integrity, narration and impact – and describes them with a focus on what they mean and what authors can do to meet these standards.

The paper suggests that manuscripts are often rejected because they fail to meet key standards of excellent qualitative research. It calls for more discussion on research methodology and research ethics, especially when service research strives to make a difference such as investigating critical service contexts or dealing with vulnerable participants.

This paper contributes to a better use and application of qualitative research methodology. It focuses on specific actions that researchers can take to improve the quality of their service research manuscripts.

The purpose of this study is to highlight the role of qualitative research in service research. This study discusses what qualitative research is, what role it has in service research and what interest, rigor, relevance and richness mean for qualitative service research.

This study examines the most common qualitative research methods and discusses interest, rigor, relevance and richness as key characteristics of qualitative research. The manuscripts in the special issue are introduced and categorized based on their contributions to service research.

The findings suggest that the amount of research using qualitative research methods has remained stable over the last 30 years. An increased focus on transparency and traceability is important for improving the perceived rigor of qualitative service research.

This special issue is the first issue that is explicitly devoted to the qualitative research methodology in service research. In particular, the issue seeks to contribute to a better use and application of qualitative research methodology.

This conceptual study explicates the dynamic, interlinked relationship between two of the most popular theories in marketing today: psychological ownership (PO) and engagement. The study is set in the sharing economy (SE), where platform business success depends on high levels of engagement by users, both individuals and collectives. The study argues individual PO (iPO) acts as the antecedent to engagement within a dyad of brand and user, and collective PO (cPO) as the antecedent to collective engagement by communities of users.

This conceptual study synthesizes PO theory and engagement theory to produce a PO–engagement framework. The authors adopt a dual-level perspective encompassing individual- and group-level phenomena in the SE and employ examples from practice to illustrate their arguments.

PO acts as the antecedent to the positively valenced disposition and engagement activities of actors in the SE. iPO manifests as engagement within a dyad of brand and user. Outcomes include brand love and contributions to brand reputation and service offerings. Collective PO manifests as engagement within a community or collective. Outcomes include community-oriented peer-to-peer (P2P) sharing for the benefit of others.

This study offers a dynamic framework of PO and engagement in the SE, the PO–engagement framework. The authors contribute to PO and engagement literature studies in marketing by illustrating how a platform user's attachment to targets in the SE motivates emergence of PO, and how different types of engagement manifest from different types of PO.

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 context-aware advertisements. One recent example of such advertisements is programmatic advertising (PA), which is facilitated by automatic bidding systems. Given that retailers are expected to increase their use of PA in the future, further insights on the pros and cons of PA are required. This paper aims to enhance the understanding of the implications of PA use for retailers.

A theoretical overview is conducted that compares PA to traditional advertising, with an empirical investigation into consumer attitudes towards PA (an online survey of 189 consumers using an experimental design) and a research agenda.

Consumer attitudes towards PA are positively related to attitudes towards the retailer. Further, perceived ad relevance is positively related to attitudes towards PA, which is moderated by (1) consumer perceptions of risks related to sharing their data with retailers online and (2) consumer perceptions of AI's positive potential. Surprisingly, the disclosed use of AI for PA does not significantly influence consumer attitudes towards PA.

This paper contributes to the literature on technology-enabled services by empirically demonstrating that ad relevance drives consumer attitudes towards PA. This paper further examines two contingencies: risk beliefs related to data (i.e. the source of PA) and perceptions of AI (i.e. the somewhat nebulous technology associated with PA) as beneficial. A research agenda illuminates central topics to guide future research on PA in retailing.

There is a growing interest in relationships in the marketing literature, which has resulted in increasing attention to relational aspects of business. How the actors perceive the relationship thus emerges as a key issue. Traditionally, customer perceptions, for example, perceived service quality, satisfaction and value have played an important role in service management. However, in a business setting it is more appropriate to study both the seller’s and the buyer’s perceptions. This paper proposes a configuration map to depict both parties’ perceptions. This map can be used to capture both the composition and the dynamics of perception configurations, and it is generically applicable to dyadic perception studies.

One of the causes of change in business relationships comes from incidents that deviate in a positive or negative way from the expected and normal relationship pattern. This introduces the concept of stress that captures the effect of negatively deviating incidents in business relationships.

Presents a technique, the negative critical incident mapping (NCIM), for measuring this kind of stress. The technique is used in an industrial service and a business service setting to measure stress in a dyadic manner.

The results show that not only were all studied relationships burdened with stress to a varying extent but there were also substantial differences in the degree and content of stress. The relationships showed significant differences when seller‐buyer pairs of stress perceptions were matched. Operator‐level perceptions of stress in the relationships corresponded better than manager‐level perceptions. Research and management implications from the new relationship stress concept conclude the paper.

The new relationship‐stress concept is useful for relationship‐dissolution and relationship‐strength researchers since it reveals a hidden risk factor to a business relationship that complements current understanding. For managers the value lies in being able to diagnose relationships at risk of being lost or to detect fundamental relationship problems.