...Dora Yeboah; Masud Ibrahim Purpose This study aims to investigate how specific personality traits can enhance value co-creation ( VCC ) encounters, specifically focusing on actors’ interactions within service contexts. Design/methodology/approach Using qualitative methodologies, including...

...Jong Min Kim; Sungjun (Steven) Park Linguistic effects are likely to manifest before, during and after service encounters (Holmqvist and Grönroos, 2012 ; Zolfagharian et al., 2018). As services are inherently inseparable from service providers, linguistic effects are inextricably...

...Carla Ferraro; Sean Sands; Alexander Schnack; Jonathan Elms; Colin L. Campbell Purpose This research explores anticipated long-term change in the retail and services marketplace, directly arising as a result of the Covid-19 pandemic. Design/methodology/approach A series of 20 in-depth...

... Licensed re-use rights only The purpose of this viewpoint is to discuss the need to evolve from a service marketing approach to a service logic mindset throughout the organization in Latin America. In doing so, it addresses a void in the service literature due to the lack of attention on its...

...Sigi Goode This paper finds that relationship commitment mediates the service continuance explanation in explaining service separation distress. While service features are important, they are less important than the consumer’s perceived relationship with the service in promoting perceived...

... development and application. While service marketing scholars consistently consider the normal and representative consumer, changing the customer groups will lead to a broader understanding of consumer behavior. Originality/value This paper not only highlights impaired consumers’ different needs...

...Christian Grönroos This paper discusses two neglected topics within the domain of service research. Other important areas of future research are not covered. However, the paper offers directions for service marketing research fundamental to the development of the discipline. In earlier...

...Mohamed Zaki Providing services is a proven and effective way to secure a competitive position, deliver long-term stable revenues and open up new market opportunities. However, it is also clear that some organisations are struggling to digitally transform. Therefore, the commentary provides...

...Liliana L. Bove Purpose Empathy is a core characteristic of helping and caring interactions and thus is fundamental to service. Yet, to date, service marketing literature has focused on a restricted view of the value of empathy as it leads to improved service quality perceptions and successful...

...Xingyao Ren; Lan Xia; Jiangang Du Purpose The effect of different formats of message delivery has received little theoretical and empirical examination. This research focuses on the effect of written relational communication formats used by service providers. This study aims to answer three...

...Hossein Olya; Levent Altinay; Glauco De Vita Purpose Using data from 104 countries over a six-year period (2009-2014), this study proposes a value-added predictor in service industries based on the eight indicators of the prosperity index, namely economy, entrepreneurship and opportunity...

...Omer Topaloglu; David E. Fleming In the services literature, overall customer satisfaction, defined as the degree to which a consumer perceives that a consumption experience induces positive feelings (Cronin et al., 2000 ; Kumar et al., 2011), has long been...

... of nature, the relationship between humans and nature is not well understood, neither in sustainable marketing nor in relationship marketing. Nature is damaged by humans, and a lot of natural resources coming from nature are taken for granted. The services provided by nature are also often taken for granted...

...Danilo Brozovic; Annika Ravald; Fredrik Nordin Purpose – The purpose of this paper is to explore the honeybee colony metaphor as a tool to make sense of the dynamics of service systems surrounding a service relationship. Design/methodology/approach – Based on qualitative case research...

...Charles L. Martin Purpose This “viewpoint” article aims to chronicle the history and evolution of the Journal of Services Marketing from 1987 through 2011, from the vantage point of Professor Charles L. Martin, who served on the journal's Editorial Advisory Board from 1987‐1990...

...Lloyd Harris; Rebekah Russell‐Bennett; Kate L. Daunt Olf   Brafman and Rom   Brafman . Sway: The Irresistible Pull of Irrational Behaviour . Doubleday , 2009 . © Emerald Group Publishing Limited 2010 --> Service Psychology Behaviour Overall, the book...

...Y.L.R. Moorthi This paper provides an approach for branding a service. It accomplishes this by bringing together David Aaker’s brand identity framework, the 7Ps of services marketing and the economic classification of goods. The 7Ps of services are product, price, place, promotion, physical...

... of this study have important theoretical, marketing, and managerial implications that are presented and discussed. © MCB UP Limited 2002 Competitive strategy Company performance Service Skills Resources Competitive advantage Competitive advantage is important to superior performance...

...Gerrard Macintosh Service relationships are often complex, involving multi‐level relationships. Customers can have relationships with the firm and interpersonal relationships with service personnel that vary in terms of strength and intensity. A study was designed to examine the relationship...

...Beth G. Chung; Benjamin Schneider Customer‐contact employees are a critical asset of service organizations due to the interactive nature of service delivery. Customer‐contact employees are boundary spanners who attempt to serve both internal and external constituents. Attempting to serve two...