... in service contexts. Service quality in frontline contexts is fundamentally shaped by employee behaviors during service encounters (Matute et al., 2018 ; Pichierri and Petruzzellis, 2022). Prior service research has shown that organizational practices and employee attitudes can influence customer...

... 06 05 2026 20 05 2026 © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Job demands–resources model Phygital service research Frontline employees Employee experience Service encounter Service-dominant logic Conceptual Frontline...

... Personal burnout Subjective well-being Social support Employee Frontline service employees Customer care Service encounter High-contact service roles require frontline employees to respond quickly to a variety of customer demands, which are often emotionally charged. Across service sectors...

... in visitor reviews can therefore be interpreted as an indicator of higher phygital tool variety, and consequently of emotional erosion. This reasoning leads to our first hypothesis: H1. Phygital tool variety is negatively associated with joy-related affect. Content analysis Service...

... rights only Service encounter Technology and service Smart services Service robot In recent years, consumers have become increasingly familiar with robots delivering orders to their rooms, chatbots inquiring about their stay experience, and automated chefs preparing meals. Technology...

...Chloé Baillod; Olivier Furrer Purpose This study aims to examine immigrant customers’ service experiences with local employees during daily service encounters. It identifies key factors affecting these experiences and explores how combinations of such factors shape particularly positive...

...Aswathy Asokan-Ajitha; Subhojit Sengupta Purpose Service encounters, involving interactions between customers, service providers and other customers within servicescapes, play a critical role in shaping perceptions of inclusion and safety. Despite growing visibility of LGBTQIA+ consumers...

... and permeability at the service encounter level. Originality/value This study provides an empirical and theoretically grounded account of a long-term service marketing adaptation that has persisted in the post-pandemic marketplace. This helps us address recent calls for such research while also adding...

... companies to authentically support such issues (Barton et al., 2018; Edelman, 2018; Larcker and Tayan, 2018; Moorman, 2020). Customer service Service encounter Much of the early marketing literature considering consumers’ affective responses focused on positive affective states...

... Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only Customer-to-customer interaction Services marketing models Servuction Problematization Service encounter Servicescape Frontline service employees Technology and service Customer-to-customer Finally...

... from the non-native customers’ perspective in a services exchange setting. Service encounter Well-being customer experience behavioral bias Both these are relevant for service marketing, but so far, researchers have primarily explored situations where one is observed by others (Delacroix...

... for fundraising. Five different fundraising interactions were identified, linking the communication with the service experience literature. Finally, the findings identify fundraising’s different value outcomes extending traditional approaches for evaluating this activity. Service encounter Service ecosystem...

... available robots, each designed to satisfy companionship, cleaning and/or communication needs in the homes of older adults from CALD backgrounds to increase their overall well-being. Service innovation Service encounter Well-being Robotics Service delivery The rise of the service industry...

... during service encounters with customers; and generate additional resources that can be reinvested in the work/workplace (Bakker and Demerouti, 2008). Research conducted during the pandemic supports these effects showing, for example, that organizationally sponsored “safety net” benefits for employees...

... of a face mask in a service promotion determined a higher level of service liking, while in a service encounter, it led to a higher level of salesperson credibility, which then positively affected consumer satisfaction. Finally, the non-utilization of a face mask negatively affected consumer intention...

... changes in the service delivery process supporting frontline service employees and reshaping the dynamics of both the service encounter and customer experience (Benmark and Venkatachari, 2016 ; Mende et al., 2019 ; Čaić et al., 2018, 2019). Customers are also becoming accustomed...

... Preferential treatment Loyalty programs Harm to others Moral emotions Need for distinction Theory of uniqueness Relationship marketing Customer experience Experimental design Hospitality Well-being Service encounter The relationship marketing literature recognises that one customer may affect...

...-of-mouth Value-based brand choice Market orientation Experimental design Trust Service encounter Frontline service employees Employee engagement in strengthening corporate image is crucial for leveraging competitive advantages, because employee–customer interactions influence customers...

... (compliance and co-learning), voluntary in-role (e.g. interaction with others and changes in daily life) and extra-role activities (e.g. feedback, emotion regulation and helping others) Suárez-Álvarez et al. (2021) Companion co-creation in health service encounters of the elderly (health-care...

... to the original publication and authors. The full terms of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode Co-creation Service encounter Service systems Qualitative research Customer value Frontline service employees Interaction value formation Value co-formation...