Issues

Special Issue: Fresh Thinking in Services Marketing: Contemporary, cutting-edge and creative thoughts. Guest Editors: Rebekah Russell-Bennett, Steve Baron

Fresh thinking in services marketing: contemporary, cutting-edge and creative thoughts

Rebekah Russell-Bennett; Steve Baron
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Conducting service research that matters

Anders Gustafsson; Lerzan Aksoy; Michael K. Brady; Janet R. McColl-Kennedy; Nancy J. Sirianni; Lars Witell; Nancy V. Wuenderlich
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Fresh perspectives on customer experience

Janet R. McColl-Kennedy; Anders Gustafsson; Elina Jaakkola; Phil Klaus; Zoe Jane Radnor; Helen Perks; Margareta Friman
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Exploring dualities of service innovation: implications for service research

Lars Witell; Laurel Anderson; Roderick J. Brodie; Maria Colurcio; Bo Edvardsson; Per Kristensson; Line Lervik-Olsen; Roberta Sebastiani; Tor Wallin Andreassen
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“Futurizing” smart service: implications for service researchers and managers

Nancy V. Wuenderlich; Kristina Heinonen; Amy L. Ostrom; Lia Patricio; Rui Sousa; Chris Voss; Jos G.A.M. Lemmink
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Relative measures in service research

Lerzan Aksoy; Jens Hogreve; Bart Lariviere; Andrea Ordanini; Chiara Orsingher
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Extending the context of service: from encounters to ecosystems

Melissa Archpru Akaka; Stephen L. Vargo
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Relationality in the service logic of value creation

Mary FitzPatrick; Richard J. Varey; Christian Grönroos; Janet Davey
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Customer-dominant logic: foundations and implications

Kristina Heinonen; Tore Strandvik
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Resource integration in liminal periods: transitioning to transformative service

Lilliemay Cheung; Janet R. McColl-Kennedy
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How a customer participates matters: “I am producing” versus “I am designing”

Beibei Dong
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A self-determination theory perspective on customer participation in service development

Jon Engström; Mattias Elg
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Understanding consumer loyalty to technology-based self-services with credence qualities

Lisa Schuster; Judy Proudfoot; Judy Drennan
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An investigation into gamification as a customer engagement experience environment

Tracy Harwood; Tony Garry
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Integrating social issues and customer engagement to drive loyalty in a service organisation

Ingrid M. O'Brien; Wade Jarvis; Geoffrey N. Soutar
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Value creation: an internal customers’ perspective

Debra Grace; Joseph Lo Iacono
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A holistic management tool for measuring internal marketing activities

Yu-Ting Huang; Sharyn Rundle-Thiele
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Leading to customer loyalty: a daily test of the service-profit chain

Susan E. Myrden; E. Kevin Kelloway
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When good news is bad news: the negative impact of positive customer feedback on front-line employee well-being

Linda Nasr; Jamie Burton; Thorsten Gruber
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Seeing the big picture in services marketing research: infographics, SEM and data visualisation

Rachel Ashman; Anthony Patterson
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When gambling is healthy: the restorative potential of casinos

Mark S. Rosenbaum; Ipkin Anthony Wong
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Making sense of service dynamics: the honeybee metaphor

Danilo Brozovic; Annika Ravald; Fredrik Nordin
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