Earlycite

Conceptual Paper September 8 2026
The phygital well-being paradox in the service ecosystem
Kelley Cours Anderson; Ashley Hass; Karen Anne Wallach; Breanne A. Mertz; Ghalia Shamayleh; Debbie Laverie; Celia Van Wickel; Sara Robin
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-04-2026-0342
View articletitled, The phygital well-being paradox in the service ecosystem
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Retraction Notice September 7 2026
Retraction notice: Chatbots, service failure recovery, and online customer experience through lenses of frustration – aggression theory and signaling theory
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-08-2026-0879
View articletitled, Retraction notice: Chatbots, service failure recovery, and online customer experience through lenses of frustration – aggression theory and signaling theory
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Research Article September 3 2026
How goal orientation shapes service quality: evidence from service and goods contexts
Yu-Tse Lin
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-12-2025-0880
View articletitled, How goal orientation shapes service quality: evidence from service and goods contexts
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Research Article August 28 2026
When AI service appearance backfires: form-based expectations and trust fragility
Abhinav Verma; Harshika Gabbad
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-11-2025-0823
View articletitled, When AI service appearance backfires: form-based expectations and trust fragility
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Research Article August 28 2026
Servicescape sacralization: recurring sacred ritual in a mall
Luisa Fernanda Fariño Espitia; Mark S. Rosenbaum; Germán Contreras-Ramírez
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-05-2026-0417
View articletitled, Servicescape sacralization: recurring sacred ritual in a mall
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Research Article August 18 2026
Self-driven or human-assisted? The impact of chatbot service recovery on consumer purchase intentions
Shili Chen; Yimin Zhu; Xiaolin Li
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-09-2024-0488
View articletitled, Self-driven or human-assisted? The impact of chatbot service recovery on consumer purchase intentions
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Research Article August 17 2026
Service sustainability across cultures: leveraging the SHIFT framework for mobile service engagement
Timmy H. Tseng; Crystal T. Lee
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-10-2025-0735
View articletitled, Service sustainability across cultures: leveraging the SHIFT framework for mobile service engagement
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Research Article August 17 2026
Reimagining customer experience as a 4E cognitive ecology in phygital service ecosystems
Pierre R. Berthon; Philip DesAutels; Tamara Rabinovich; Bruce Weinberg
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-06-2026-0516
View articletitled, Reimagining customer experience as a 4E cognitive ecology in phygital service ecosystems
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Research Article August 13 2026
Forgive or forget? How anthropomorphism and failure severity shape customer experience with service robots
Qi Lu; Dongwoo Ko
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-02-2026-0112
View articletitled, Forgive or forget? How anthropomorphism and failure severity shape customer experience with service robots
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Research Article August 13 2026
How quality and emotional attachment drive brand equity in higher education?
Thuy Linh Nguyen; Ta Quynh Anh Vu; Cong Duc Tran
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-08-2025-0554
View articletitled, How quality and emotional attachment drive brand equity in higher education?
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Conceptual Paper August 11 2026
The refined interaction value framework: advancing value co-creation in human–AI service systems in the AI-era
Emma Junhong Wang; Pierre R. Berthon; Joby John
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-12-2025-0888
View articletitled, The refined interaction value framework: advancing value co-creation in human–AI service systems in the AI-era
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Research Article August 7 2026
Broadening the phygital experience: a scoping review of value creation for service actors
Rory Mulcahy; Retha Scheepers; Simon Oertel; Jenna Campton; Melissa Louise Innes; Kirsty Redgen; Renee Barnes
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-09-2025-0694
View articletitled, Broadening the phygital experience: a scoping review of value creation for service actors
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Research Article August 7 2026
Digital transformation and sales performance in financial services: digital selling climate, social selling and control systems perspectives
Won-Moo Hur; Hyewon Park; Qurie Kim
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-11-2025-0825
View articletitled, Digital transformation and sales performance in financial services: digital selling climate, social selling and control systems perspectives
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Research Article August 6 2026
Verbal and nonverbal cues in influencer performance: a deep learning perspective on livestreaming e-commerce
Chengcheng Liao; Sijing Ye; Xin Wen
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-11-2025-0811
View articletitled, Verbal and nonverbal cues in influencer performance: a deep learning perspective on livestreaming e-commerce
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Research Article August 4 2026
Effects of customer participation on employee service innovation: the multi-level moderating role of ambidextrous leadership
Biyan Wen; Shiyun Chen; Cien Wu
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-07-2025-0444
View articletitled, Effects of customer participation on employee service innovation: the multi-level moderating role of ambidextrous leadership
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Research Article August 3 2026
Understanding the effect of dynamic congruence between chatbots’ facial expressions and messages in service recovery
Shanshan Shang; Zao Xun
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-11-2025-0829
View articletitled, Understanding the effect of dynamic congruence between chatbots’ facial expressions and messages in service recovery
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Research Article July 30 2026
Employee delight: a multi-study conceptualization and scale development
Rebecca M. Guidice; Donald C. Barnes; Alexandra Krallman
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-08-2025-0572
View articletitled, Employee delight: a multi-study conceptualization and scale development
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Research Article July 27 2026
Biophilic leisure engagement in shopping mall: the roles of emotional pleasure, arousal and place dependence
Ruoyu Gao; Kaidong Yu
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-12-2025-0887
View articletitled, Biophilic leisure engagement in shopping mall: the roles of emotional pleasure, arousal and place dependence
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Research Article July 21 2026
Customer evaluation formation in airline ticket blind box services: the moderating role of destination uncertainty on value cues
Mengqin Liu; Xuefeng Zhao; Zhuo Li
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-08-2025-0516
View articletitled, Customer evaluation formation in airline ticket blind box services: the moderating role of destination uncertainty on value cues
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Research Article July 20 2026
From escalation to dissipation: the temporal dynamics of brand hate following service failure and recovery
Yunzhe Li; Hong-Youl Ha
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-01-2026-0001
View articletitled, From escalation to dissipation: the temporal dynamics of brand hate following service failure and recovery
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Research Article July 14 2026
Unpacking complaint contagion in social networks: the moderating roles of network prominence and customer dependence
Wenhua Shi; Laien Huang; Yongwei Hu; Nan Jia
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-10-2025-0780
View articletitled, Unpacking complaint contagion in social networks: the moderating roles of network prominence and customer dependence
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Research Article July 13 2026
Who is (un)willing-to-pay-more for e-grocery shopping/delivery services? Answers via symmetric variable relationships and asymmetric case algorithms
Rıfgı Buğra Bağcı; Arch G. Woodside
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-08-2025-0561
View articletitled, Who is (un)willing-to-pay-more for e-grocery shopping/delivery services? Answers via symmetric variable relationships and asymmetric case algorithms
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Conceptual Paper July 3 2026
Transformative phygital service research (TPSR): an agenda for future research
Saadia Shabnam; Sanjit K. Roy; Yonathan Silvain Roten; Gaganpreet Singh; Taewon Suh; Hairong Li
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-09-2025-0679
View articletitled, Transformative phygital service research (TPSR): an agenda for future research
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Research Article July 1 2026
Managing phygital experiences in grassroots esports: human-centered orchestration in the Swedish LAN-scape
Brian McCauley; Adele Berndt; Miralem Helmefalk
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-09-2025-0700
View articletitled, Managing phygital experiences in grassroots esports: human-centered orchestration in the Swedish LAN-scape
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Research Article July 1 2026
Aligned to decide: how information structure and staff recommendation reduce overload in older consumers?
Lu Luo
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-12-2025-0910
View articletitled, Aligned to decide: how information structure and staff recommendation reduce overload in older consumers?
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Research Article June 30 2026
Can employee service adaptivity promote customer citizenship behavior? The roles of interpersonal trust and self-serving attribution
Jie Xu; Min Liu
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-09-2025-0597
View articletitled, Can employee service adaptivity promote customer citizenship behavior? The roles of interpersonal trust and self-serving attribution
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Conceptual Paper June 30 2026
Understanding frontline employee phygital experiences through service-dominant logic and job demands-resources model
Tony Valentini; Claire Roederer
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-10-2025-0733
View articletitled, Understanding frontline employee phygital experiences through service-dominant logic and job demands-resources model
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Research Article June 26 2026
Phygital museum experiences for Gen Z: investigating cultural engagement drivers across physical and digital domains
Cecilia Casalegno; Lea Iaia; Brigida Morelli; Mattia Tamiazzo; Marco Pironti
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-09-2025-0666
View articletitled, Phygital museum experiences for Gen Z: investigating cultural engagement drivers across physical and digital domains
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Research Article June 24 2026
Digital pathways to inclusion: the role of social media usage and FOMO in shaping service inclusion and disabled tourists’ well-being
Marijana Baric; Nadeem Khalid; Anna Paraskevopoulou; Saqib Ali
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-05-2025-0345
View articletitled, Digital pathways to inclusion: the role of social media usage and FOMO in shaping service inclusion and disabled tourists’ well-being
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Research Article June 23 2026
How dark triad language shapes credibility and helpfulness in online movie reviews?
Salman Yousaf; Keeyeon Ki-Cheon Park; Kyusung Hwang; Jong Min Kim
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-07-2025-0451
View articletitled, How dark triad language shapes credibility and helpfulness in online movie reviews?
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Literature Review June 18 2026
Is phygital the new normal? A literature review of the evolution of services marketing
Ana Brochado; Svetlana De Vos; Bora Qesja; Samaneh Soleimani; Sarah Renee Brodhead Ahmadi; Kay-Anne Haykal; Gediminas Lipnickas; Joanne Harris; Sally Rao Hill
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-09-2025-0709
View articletitled, Is phygital the new normal? A literature review of the evolution of services marketing
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Research Article June 18 2026
Augmented reality as a supplementary service in the phygital marketplace: Evidence of hedonic primacy and social influence variability
Pei-Shan Soon; Weng Marc Lim
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-09-2025-0687
View articletitled, Augmented reality as a supplementary service in the phygital marketplace: Evidence of hedonic primacy and social influence variability
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Research Article June 17 2026
The consumer value of mindfulness practice as a transformative service experience
Martina G. Gallarza; Berta Tubillejas-Andrés; Haydee Calderón-García; Jessica Stanton
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-03-2025-0158
View articletitled, The consumer value of mindfulness practice as a transformative service experience
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Research Article June 12 2026
Experiences in a human-centric phygital space: the meaningful impact of second-hand, luxury fashion virtual communities
Stephanie Christine Schleimer
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-09-2025-0655
View articletitled, Experiences in a human-centric phygital space: the meaningful impact of second-hand, luxury fashion virtual communities
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Research Article June 12 2026
Enhancing live streaming commerce performance by building consumer trust: the interplay between streamer expertise, social support and platform service quality
Kai He; Xiaowei Wu; Junyun Liao
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-11-2025-0875
View articletitled, Enhancing live streaming commerce performance by building consumer trust: the interplay between streamer expertise, social support and platform service quality
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Research Article June 10 2026
Unmanned, not unmanaged: phygital service design for enhanced retail experience and well-being
Amie Gustafsson
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-09-2025-0693
View articletitled, Unmanned, not unmanaged: phygital service design for enhanced retail experience and well-being
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Research Article June 9 2026
The role of service robots’ empathy in shaping consumers’ privacy concerns – a privacy calculus perspective
Qian Shang; Dilong Ying; Huijian Fu
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-09-2025-0603
View articletitled, The role of service robots’ empathy in shaping consumers’ privacy concerns – a privacy calculus perspective
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Research Article June 9 2026
The emotional effects of pre-service imagination on co-created value and co-innovation. An empirical study in the tourism sector
Hai-Bich Huy Bui; Nguyen-Hau Le
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-01-2026-0023
View articletitled, The emotional effects of pre-service imagination on co-created value and co-innovation. An empirical study in the tourism sector
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Research Article June 8 2026
Examining online reviews and ratings by B2C and B2B customers: do digital service failure type and customer experience matter?
Tripti Ghosh Sharma; Mahima Gupta; Vinu Cheruvil Thomas; Bharadhwaj Sivakumaran
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-03-2026-0274
View articletitled, Examining online reviews and ratings by B2C and B2B customers: do digital service failure type and customer experience matter?
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Research Article June 4 2026
Conceptualizing restorative luxury services: insights from the spa industry
Minjung Shin; Tiffany S. Legendre; Simone P. Doudna
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-06-2025-0366
View articletitled, Conceptualizing restorative luxury services: insights from the spa industry
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Research Article June 3 2026
Human-centric experience in phygital retail: a sentiment-based comparison of hybrid and traditional touchpoints
Danielle Lecointre-Erickson; Safaa Adil; Laeeq Khan; Koffi Selom Agbokanzo; Mirna Bassily; Sourou Méatchi
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-09-2025-0708
View articletitled, Human-centric experience in phygital retail: a sentiment-based comparison of hybrid and traditional touchpoints
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Research Article June 1 2026
An extended privacy calculus model for AI-driven digital marketing: understanding consumers’ data-sharing decisions
Imane Ezzaouia
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-12-2025-0884
View articletitled, An extended privacy calculus model for AI-driven digital marketing: understanding consumers’ data-sharing decisions
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Research Article June 1 2026
When it hurts to ask: consumer reactance to tip prompts
Jamie D. Hyodo; Bonnie Simpson; Jennie Choi
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-02-2025-0087
View articletitled, When it hurts to ask: consumer reactance to tip prompts
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Research Article May 25 2026
Exploring relationship orientations in human–robot value co-creation interactions
Gaurangi Laud; Wei Wei Cheryl Leo; Chatura Ranaweera; Sanjit Kumar Roy
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-05-2025-0303
View articletitled, Exploring relationship orientations in human–robot value co-creation interactions
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Research Article April 29 2026
Caregivers as transformative service mediators: navigating vulnerability and well-being
Yun (Millie) Su; Caroline S.L. Lim; Vanessa Liu
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-08-2025-0564
View articletitled, Caregivers as transformative service mediators: navigating vulnerability and well-being
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Research Article April 24 2026
Inclusive metaverse services: how desired self-identity shapes service evaluations and disability acceptance
Zahy Ramadan; Maya F. Farah; Yaman Nassereddine
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-10-2025-0792
View articletitled, Inclusive metaverse services: how desired self-identity shapes service evaluations and disability acceptance
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Research Article April 20 2026
Enhancing phygital employee experience in high-involvement professional service organizations
Svetlana De Vos; Kay-Anne Haykal; Bora Qesja; Samaneh Soleimani; Joanne Harris; Gediminas Lipnickas; Sarah Renee Brodhead Ahmadi; Ana Brochado; Sally Rao Hill; Sandro Rajic
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-09-2025-0707
View articletitled, Enhancing phygital employee experience in high-involvement professional service organizations
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Research Article April 20 2026
What explains continuance in blended learning? Unpacking cognitive dissonance and post-adoption mediating pathways
Aditya Ranjan; Srabanti Mukherjee
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-06-2025-0423
View articletitled, What explains continuance in blended learning? Unpacking cognitive dissonance and post-adoption mediating pathways
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Research Article April 7 2026
Unveiling the impact of green psychological benefits on customer citizenship behavior: the roles of felt obligation and altruism
Dung Minh Nguyen
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-03-2025-0186
View articletitled, Unveiling the impact of green psychological benefits on customer citizenship behavior: the roles of felt obligation and altruism
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Research Article March 24 2026
Rose’s thorn: job insecurity and calling orientation in small service enterprises
Yuchen Jiao; Simin Li; Tong Wen
Journal of Services Marketing (2026) https://doi.org/10.1108/JSM-05-2025-0342
View articletitled, Rose’s thorn: job insecurity and calling orientation in small service enterprises
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