Table A1. Literary review process Stages... | Emerald Publishing

Table A1.

Literary review process

Stages	Search /criteria	Results
Creating an output from Scopus and Web of Science with relevant keywords	TITLE-ABS-KEY (“decision making” and service) AND (LIMIT-TO (SUBJAREA, “BUSI”) OR LIMIT-TO (SUBJAREA, “DECI”)) AND (EXCLUDE (SUBJAREA, “ECON”) OR EXCLUDE (SUBJAREA, “MATH”) OR EXCLUDE (SUBJAREA, “MEDI”) OR EXCLUDE (SUBJAREA, “ENVI”) OR EXCLUDE (SUBJAREA, “PSYC”) OR EXCLUDE (SUBJAREA, “ENER”) OR EXCLUDE (SUBJAREA, “ARTS”) OR EXCLUDE (SUBJAREA, “AGRI”) OR EXCLUDE (SUBJAREA, “NURS”) OR EXCLUDE (SUBJAREA, “HEAL”) OR EXCLUDE (SUBJAREA, “MATE”) OR EXCLUDE (SUBJAREA, “CENG”) OR EXCLUDE (SUBJAREA, “EART”) OR EXCLUDE (SUBJAREA, “PHYS”) OR EXCLUDE (SUBJAREA, “PHAR”) OR EXCLUDE (SUBJAREA, “CHEM”) OR EXCLUDE (SUBJAREA, “BIOC”) OR EXCLUDE (SUBJAREA, “VETE”) OR EXCLUDE (SUBJAREA, “NEUR”) OR EXCLUDE (SUBJAREA, “MULT”)) AND (LIMIT-TO (DOCTYPE, “ar”)) AND (LIMIT-TO (LANGUAGE, “English”))	3.371 Limited only to journal articles
Initial categorization per relevance	Carefully going through the list, keywords and in some cases, abstracts to eliminate all papers not <related to the initial search and categorizing them per relevance to our subject, by taking into account that: – Mix between empirical and theoretical papers, most are based on the industry. – The vast majority of papers focus on a specific sector such as finance, ICT with a focus on B2B services. – The majority of papers look at organizational aspects of firms (that might be due to our own biases). – Many papers, especially more recent ones have a focus on technology. – The focus of most papers appear to be on mid-long term decision-making.	800 Remaining papers
Identifying key papers	After identifying all relevant journals, we manually went through the list and critically selected the most relevant ones, by firstly the title (many could be solely eliminated by that) keywords and then abstract. We excluded all papers that focus on consumers and non-B2B customers, tourism and patient-related health care, as well as social marketing. We were careful to not exclude the papers in these sectors that talk about organizational aspects and focus on firms	60 Q1 journal papers Ranked per citation count
Matching selected Q1 journals with google search	“Decision-making” and service: source: “Journal of Marketing” OR source: “Journal of Consumer Research” OR source: “Marketing Science” source: “Journal of Marketing Research” OR source: “International Journal of Information Management” OR source: “Journal of the Academy of Marketing Science” OR source: “Academy of Management Perspectives” OR source: “Journal of Public Administration Research and Theory” source: “Journal of Marketing Research” OR source: “International Journal of Information Management” OR source: “Journal of Interactive Marketing” OR source: “Journal of Supply Chain Management” source: “Quantitative Marketing and Economics” OR source: “Public Administration Review” OR source: “Journal of World Business” OR source: “Journal of Advertising” source: “International Journal of Research in Marketing” OR source: “Journal of Retailing” OR source: “Business Horizons” OR source: “Journal of Business Research” OR source: “Journal of Retailing and Consumer Services” source: “Industrial Marketing Management” OR source: “Journal of Purchasing and Supply Management” OR source: “Journal of Innovation and Knowledge” OR source: “Journal of Travel and Tourism Marketing” OR source: “Journal of Hospitality Marketing and Management” source: “Journal of International Marketing” OR source: “Public Relations Review” OR source: “Journal of Interactive Advertising” OR source: “Journal of Destination Marketing and Management” OR source: “International Journal of Advertising” OR source: “Marketing Theory” OR source: “International Business Review” source: “Journal of International Marketing” OR source: “American Review of Public Administration” OR source: “Journal of Services Marketing” OR source: “Sport Management Review” OR source: “Journal of Research in Interactive Marketing” OR source: “Governance” OR source: “European Journal of Marketing” source: “Journal of the Association for Consumer Research” OR source: “Consumption Markets and Culture” OR source: “Electronic Commerce Research and Applications” OR source: “Journal of Advertising Research” OR source: “International Marketing Review” OR source: “Journal of Marketing Management” OR source: “Journal of Consumer Culture” source: “Marketing Letters” OR source: “Psychology and Marketing” OR source: “Journal of Public Policy and Marketing” OR source: “Administration and Society” OR source: “AMS Review”	13 Grönroos (1990) Gilmore and Carson (1996) Thwaites and Williams (2006) Jaakkola (2007) Bone and Mowen (2010) Morris et al. (2010) Badinelli et al. (2012) Eggert et al. (2014) Gummesson et al. (2014) Sharma and Conduit (2016) Carrubbo et al. (2017) Holmlund et al. (2017) Dahl et al. (2021)

Stages	Search /criteria	Results
Creating an output from Scopus and Web of Science with relevant keywords	TITLE-ABS-KEY (“decision making” and service) AND (LIMIT-TO (SUBJAREA, “BUSI”) OR LIMIT-TO (SUBJAREA, “DECI”)) AND (EXCLUDE (SUBJAREA, “ECON”) OR EXCLUDE (SUBJAREA, “MATH”) OR EXCLUDE (SUBJAREA, “MEDI”) OR EXCLUDE (SUBJAREA, “ENVI”) OR EXCLUDE (SUBJAREA, “PSYC”) OR EXCLUDE (SUBJAREA, “ENER”) OR EXCLUDE (SUBJAREA, “ARTS”) OR EXCLUDE (SUBJAREA, “AGRI”) OR EXCLUDE (SUBJAREA, “NURS”) OR EXCLUDE (SUBJAREA, “HEAL”) OR EXCLUDE (SUBJAREA, “MATE”) OR EXCLUDE (SUBJAREA, “CENG”) OR EXCLUDE (SUBJAREA, “EART”) OR EXCLUDE (SUBJAREA, “PHYS”) OR EXCLUDE (SUBJAREA, “PHAR”) OR EXCLUDE (SUBJAREA, “CHEM”) OR EXCLUDE (SUBJAREA, “BIOC”) OR EXCLUDE (SUBJAREA, “VETE”) OR EXCLUDE (SUBJAREA, “NEUR”) OR EXCLUDE (SUBJAREA, “MULT”)) AND (LIMIT-TO (DOCTYPE, “ar”)) AND (LIMIT-TO (LANGUAGE, “English”))	3.371Limited only to journal articles
Initial categorization per relevance	Carefully going through the list, keywords and in some cases, abstracts to eliminate all papers not <related to the initial search and categorizing them per relevance to our subject, by taking into account that: – Mix between empirical and theoretical papers, most are based on the industry. – The vast majority of papers focus on a specific sector such as finance, ICT with a focus on B2B services. – The majority of papers look at organizational aspects of firms (that might be due to our own biases). – Many papers, especially more recent ones have a focus on technology. – The focus of most papers appear to be on mid-long term decision-making.	800Remaining papers
Identifying key papers	After identifying all relevant journals, we manually went through the list and critically selected the most relevant ones, by firstly the title (many could be solely eliminated by that) keywords and then abstract.We excluded all papers that focus on consumers and non-B2B customers, tourism and patient-related health care, as well as social marketing. We were careful to not exclude the papers in these sectors that talk about organizational aspects and focus on firms	60Q1 journal papersRanked per citation count
Matching selected Q1 journals with google search	“Decision-making” and service:source: “Journal of Marketing” OR source: “Journal of Consumer Research” OR source: “Marketing Science” source: “Journal of Marketing Research” OR source: “International Journal of Information Management” OR source: “Journal of the Academy of Marketing Science” OR source: “Academy of Management Perspectives” OR source: “Journal of Public Administration Research and Theory” source: “Journal of Marketing Research” OR source: “International Journal of Information Management” OR source: “Journal of Interactive Marketing” OR source: “Journal of Supply Chain Management” source: “Quantitative Marketing and Economics” OR source: “Public Administration Review” OR source: “Journal of World Business” OR source: “Journal of Advertising” source: “International Journal of Research in Marketing” OR source: “Journal of Retailing” OR source: “Business Horizons” OR source: “Journal of Business Research” OR source: “Journal of Retailing and Consumer Services” source: “Industrial Marketing Management” OR source: “Journal of Purchasing and Supply Management” OR source: “Journal of Innovation and Knowledge” OR source: “Journal of Travel and Tourism Marketing” OR source: “Journal of Hospitality Marketing and Management” source: “Journal of International Marketing” OR source: “Public Relations Review” OR source: “Journal of Interactive Advertising” OR source: “Journal of Destination Marketing and Management” OR source: “International Journal of Advertising” OR source: “Marketing Theory” OR source: “International Business Review” source: “Journal of International Marketing” OR source: “American Review of Public Administration” OR source: “Journal of Services Marketing” OR source: “Sport Management Review” OR source: “Journal of Research in Interactive Marketing” OR source: “Governance” OR source: “European Journal of Marketing” source: “Journal of the Association for Consumer Research” OR source: “Consumption Markets and Culture” OR source: “Electronic Commerce Research and Applications” OR source: “Journal of Advertising Research” OR source: “International Marketing Review” OR source: “Journal of Marketing Management” OR source: “Journal of Consumer Culture” source: “Marketing Letters” OR source: “Psychology and Marketing” OR source: “Journal of Public Policy and Marketing” OR source: “Administration and Society” OR source: “AMS Review”	13Grönroos (1990)Gilmore and Carson (1996)Thwaites and Williams (2006)Jaakkola (2007)Bone and Mowen (2010)Morris et al. (2010)Badinelli et al. (2012)Eggert et al. (2014)Gummesson et al. (2014)Sharma and Conduit (2016)Carrubbo et al. (2017)Holmlund et al. (2017)Dahl et al. (2021)

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