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Keywords: Customer vulnerability
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Journal Articles
From servicescape to transformative sexscape: embracing sexual well-being in service research
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2026) 40 (1): 64–74.
Published: 01 January 2026
... 09 2025 30 09 2025 © 2025 Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Culture TSR Well-being Service inclusion/diversity Servicescape Customer vulnerability Sexual well-being is a vital yet underexplored dimension...
Journal Articles
Towards a conceptualization of becoming an unexpected transformative service mediator: a process view in educational services
Available to PurchasePatrícia Regina Caldeira Daré Artoni, Andres Rodriguez Veloso, Sofia Batista Ferraz, Rodolfo Rodrigues Rocha, Guilherme de Farias Shiraishi
Journal:
Journal of Services Marketing
Journal of Services Marketing (2026) 40 (2): 201–219.
Published: 24 December 2025
... Customer vulnerability Transformative service research (TSR) Transformative service mediators Transformative services marketing Unexpected transitions from intermediary to apomediary TSMs often occur during disruptive life events, placing individuals – such as caregivers or parents...
Journal Articles
Immigrant customers’ service encounters: a thematic analysis and fsQCA study
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2025) 39 (9): 1151–1172.
Published: 24 September 2025
... 2025 07 07 2025 18 08 2025 18 08 2025 © 2025 Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Service encounter Frontline service employees Customer vulnerability Culture Transformative service research (TSR) Globally...
Includes: Supplementary data
Journal Articles
Men’s transformative health service use: rethinking customer experience of vulnerability
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2024) 38 (6): 657–676.
Published: 26 January 2024
... for men’s avoidance of these services, yet there is little investigation of specific gender norms. Furthermore, masculinity has not been examined as a factor associated with customer vulnerability. This paper aims to identify the relationship between gender norm segments for men, likely customer...
Journal Articles
Customer captivity, negative word of mouth and well-being: a mixed-methods study
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2021) 35 (6): 755–773.
Published: 17 August 2021
... their well-being, by reinforcing their social ties and regaining a sense of control. Research limitations/implications This study advances transformative service research by demonstrating how captivity affects customers’ well-being and customer vulnerability literature by investigating captivity...
