... 09 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only CRM Relationship marketing Customer value Service strategy Sharing economy Customer loyalty Subscriptions Service loyalty Subscription marketing is evolving rapidly...

... to mitigate various consumer concerns. Service strategy Digital Service design Quantitative research Conjoint analysis Behavioural insight The Software-as-a-Service (SaaS) business model attracts startup firms because of high consumer interest and low entry barriers (Redondo-Rodríguez et...

... et al., 2022). Strategic design Service innovation Service strategy Engagement Customer value Customer engagement Qualitative research Within the fields of services marketing and innovation, conventional strategies and processes for creating customer engagement evolve...

... of interdisciplinarity in services marketing research and the second provides avenues to drive future interdisciplinary services marketing research. Services marketing Services Marketing Interdisciplinarity Interdisciplinary research Conceptual Service strategy Digital From a technological...

.... Conceptual Service strategy Customer experience Servicescape Allow me to take you on a journey. Along the way, you will learn about some of my colleagues and my thoughts on how to write a commentary on CX research. Guest Editor Dr Helen Bruce kindly invited me to share my thoughts...

... journey Service strategy Experimental design Behavioural bias A customer journey is defined as an entire experience a customer has while interacting with a brand or firm at multiple touchpoints (Lemon and Verhoef, 2016). Human context, such as social others defined as “travel companions...

... Limited Licensed re-use rights only SMEs Service ecosystem Transformative Service strategy Well-being Several research avenues are identified for service researchers to explore topics that can contribute to TSR and to the recovery, growth and well-being of service firms in the new...

... Experimental design Service strategy Relevancy Social impact theory Social identity theory Service performance Businesses are increasingly using social media for marketing purposes; however, many are failing to do so successfully. Over 90% of medium and large companies use social media marketing...

... the effects of point expiration and status demotion on customer patronage with practical insights for HLP managers. Retail Relationship marketing Service strategy Quantitative research Point expiration Status demotion Status endowment Hierarchical loyalty program (HLP) Reactance theory...

.... Value co-creation Customer co-creation Company dynamic capabilities Service innovation Post-communist Poland Co-creation Service strategy Structural equation modeling Co-production Service dominant logic (SDL) The purpose of this paper is to test what kind of value co-creation-related...

... as a consequence of the coronavirus. COVID-19 Research priorities Enclosed malls Nationalism Conceptual Trends Relationship marketing Globalization Service strategy Futurizing As the coronavirus-2019 (COVID-19) continues to impact local, state, national and global businesses, as well as human...

... Brand identity Services branding Brand loyalty Brand trust Qualitative research Service strategy Quantitative research Servicescape Surveys Service processes How do organizations develop brand identity (BI)? How is BI assessed? Does BI have an impact on consumer trust and loyalty...

... Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Retail Service strategy Word-of-mouth Return policy Consumer ratings Price discount Brand image Return policies are commonplace in today’s retail environment and are viewed as a risk- allaying factor...

...-Navarro, 2004). Given the topics’ managerial relevance “grey” literature such as conference papers and industry reports, were also reviewed and included in the analysis (De Keyser et al., 2015). Big data Customer service Robotics Service strategy Customer experience Artificial...