...Waqar Nadeem; Saifeddin Alimamy; Abdul Rehman Ashraf; Kai-Yu Wang Purpose Although businesses increasingly use augmented reality (AR) to enhance service experiences, the way AR service marketing inspires consumers remains underexplored. Drawing on the consumer inspiration literature, the authors...

...Saubhagya Bhalla; Purva Kansal Purpose The study aims to investigate factors impacting consumers’ intention to adopt collaborative consumption (CC, hereafter) services. It extends the existing knowledge of CC services by testing and validating the moderating role of coercive power...

... their circumstances may have changed and improved. We also adopt the strengths-based definition of consumer/customer vulnerability, which recognises the capabilities of customers/consumers as well as other actors in the service ecosystem, noting the following definition of vulnerability, “Experiences...

...Mark Gleim; Heath McCullough; O.C. Ferrell; Colin Gabler Purpose This research aims to focus on the impact of the metaverse on services marketing. After reviewing the past, current and anticipated future of the metaverse, the authors offer multiple research opportunities in accordance...

...Michael Christofi; Olga Kvasova; Elias Hadjielias Despite these developments, services marketing has evolved mainly within its own “closed bubble” (Gustafsson et al., 2015), largely applying concepts and theories from other disciplines to explain how and what makes services marketing...

... is believed or accepted to be genuine or real” (Taylor, 1991 , p. 17). Researchers consistently emphasize the importance of delivering service authenticity in determining consumer behavior (Lechner and Mathmann, 2020 ; Yagil, 2014). However, little attention has been paid to what makes a service organization...

...: Research Impact Services Academic Practitioner Workshop The “1st Academic-Practitioner Research with Impact workshop: Customer Experience Management (CEM) and Big Data” was held at Alliance Manchester Business School on 18th and 19th January 2016. The topic of the workshop and the special...

...Joanna Phillips Melancon; Lukas P. Forbes; Douglas Fugate Purpose – This paper aims to investigate how changes in technology and gender roles have changed Generation Y’s (Gen Y) perception of the gender of services from previous studies. Although the past 20 years have seen substantial changes...

... in many organisations in developing Asian economies (e.g. Thailand, Vietnam, Malaysia and Indonesia) (Triandis, 1995). Unfortunately, this mantra can encourage customers to behave badly (Yagil, 2008), in that the organisation tacitly accepts the notion that FLEs should be blamed for any service failure...

...Chinho Lin; Conghoang Nguyen; Binshan Lin Purpose – This study aims to investigate and explain the influence of cultural differences on foreign customers' perceptions of the local service marketplace through their consumption experience. Design/methodology/approach – Exploratory research...

...Aron O'Cass; Elaine Wallace; Leslie de Chernatony Purpose This paper aims to examine the influence of the culture of the service firm on its interpretation of the role of the brand and on the development and implementation of its brand values. Design/methodology/approach A grounded theory...

...Aron O'Cass; Nathalie Spielmann; Barry J. Babin Purpose This paper aims to address the generalizability of the services personality concept and to propose a way of operationalizing personality across service contexts, not just retail/services brands. Interpersonal services seem especially relevant...

...Xuehua Wang Purpose This study aims to investigate the effects of inconsistent word‐of‐mouth on service quality perception and purchase intention during the service encounter. Design/methodology/approach A pilot study and a subsequent formal experiment with six scenarios were designed to test...

...Lauren Skinner Beitelspacher; R. Glenn Richey; Kristy E. Reynolds Purpose The purpose of this paper is to introduce the concept of retailer service culture. A service culture is the customer‐centric culture aimed at exceeding customer expectations and creating superior customer value through...

...Pennie Frow; Adrian Payne; Ian F. Wilkinson; Louise Young Purpose The paper aims to consider the neglected area of customer relationship management (CRM) and customer management's “dark side”; and identify the key types of dark side behaviours of service providers as well as integrated approaches...

...Jean‐Marc Décaudin; Denis Lacoste Purpose The objective of this paper is to study the relevance of a specific approach to services advertising by testing the absolute and relative impact of the product/service variable on advertising strategy. Design/methodology/approach A content study...

...Lloyd Harris; Rebekah Russell‐Bennett; Loïc Plé; Rubén Chumpitaz Cáceres Purpose Noting that a fundamental tenet of service‐dominant (S‐D) logic is the co‐creation of value‐in‐use, this paper aims to explore the theoretical possibility that the interactions between service systems cannot only co...

...Sabine Moeller Purpose Four characteristics have been regularly applied to services: intangibility, heterogeneity, inseparability, perishability (IHIP). More and more exceptions occur which have resulted in substantial criticism. This paper aims to show that each characteristic is valid and useful...

...Jamie Carlson; Aron O'Cass Purpose The objective of this paper is to develop a conceptual model to examine the relationships among e‐service quality, consumer satisfaction, attitudes towards the web site and behavioural intentions in the context of content‐driven web sites. Design/methodology...

.... customer share, adherence)? Second, does the nature of the service exchange (transactional versus relational) affect the association between CRP and commitment and trust? Design/methodology/approach Data were collected in three contexts: 270 travel industry call center customers, 345 insurance agency...