Issues

Special Issue: Opportunities and Challenges at the Crossroads of Communication and Services. Guest Editors: Annouk Lievens, Peter Neijens, Patrick De Pelsmacker

Guest editorial: Opportunities and challenges at the crossroads of communication and services

Annouk Lievens; Peter Neijens; Patrick De Pelsmacker
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People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms

Bart Larivière; Edith G. Smit
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Better together: involving consumers in the ideation, creation and dissemination of transformative value

Nicola Bilstein; Peeter W.J. Verlegh; Jan Klostermann; Ezgi Akpinar
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Delineating transformative value creation through service communications: an integrative framework

Rodoula H. Tsiotsou; Sandra Diehl
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Transformative value positioning for service brands: key principles and challenges

Sara Leroi-Werelds; Jörg Matthes
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Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation

Lerzan Aksoy; Alexander John Buoye; Maja Fors; Timothy Lee Keiningham; Sara Rosengren
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Communication in service ecosystems through value propositions: dilemmas and future research avenues

Katrien Verleye; Bryan Reber
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Value co-creation through social media: a multistakeholder, communication perspective

Silvia Ravazzani; Simon Hazée
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Crisis communication in service ecosystems: perspectives and future challenges

Lorena Blasco-Arcas; Jesper Falkheimer; Mats Heide
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The role of public relations in shaping service ecosystems for social change

Julia A. Fehrer; Jonathan J. Baker; Craig E. Carroll
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Opportunities for social activism in transformative service research: a research agenda

Joona Keränen; Laura Olkkonen
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Technologies in service communication: looking forward

Dominik Mahr; Jisu Huh
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Exploring the frontiers in reality-enhanced service communication: from augmented and virtual reality to neuro-enhanced reality

Tim Hilken; Mathew Chylinski; Ko de Ruyter; Jonas Heller; Debbie Isobel Keeling
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Emotional communication by service robots: a research agenda

Marc Becker; Emir Efendić; Gaby Odekerken-Schröder
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Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity

Robert Ciuchita; Gustav Medberg; Valeria Penttinen; Christoph Lutz; Kristina Heinonen
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How communications by AI-enabled voice assistants impact the customer journey

Dhruv Grewal; Abhijit Guha; Elisa Schweiger; Stephan Ludwig; Martin Wetzels
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The role of recommender systems in fostering consumers' long-term platform engagement

Ewa Maslowska; Edward C. Malthouse; Linda D. Hollebeek
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The TRISEC framework for optimizing conversational agent design across search, experience and credence service contexts

Vera Blazevic; Karim Sidaoui
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Customer interaction strategy, brand purpose and brand communities

Bobby J. Calder
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Rethinking nonprofit service disintermediation through service communication interactions

Sarah-Louise Mitchell; Moira K. Clark
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The role of proximity in omnichannel customer experience: a service logic perspective

Ilaria Dalla Pozza
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