Journal of Services Marketing

Article	Citations
A dignity-vulnerability approach framework to maximize well-being outcomes by transformative service initiatives (TSIs)	73
The transformative potential of AI-enabled personalization across cultures	41
Bridging the gap: user expectations for conversational AI services with consideration of user expertise	41
Filling in the gaps: a service ecosystem perspective on purchase groups as interstitial markets	38
Vulnerability in in-vitro fertilisation transformative services: an interplay of individual and institutional factors	37
Presence: consumers’ different reactions to service and manufacturing firms with low CSR in social conduct	37
Editorial: Opportunities in the new service marketplace	36
Service inclusion: the role of disability identity in retail	33
Alexa, may I adopt you? The role of voice assistant empathy and user-perceived risk in customer service delivery	33
Conceptualization and validation of customer participation in health care: a study on chronic illnesses management	32
A transformative service research perspective on caste-based discrimination in microcredit lending in India	32
Mediating roles of frontline employees in transformative service processes	31
Editorial: the “nip and tuck” service framework: bright and dark side of beautification/modification services	27
Understanding innovativeness and commitment to sustainable service practices	27
Exploring service employees’ involvement in value co-creation: dimensions, antecedents and consequences	26
Refugee awareness of a transformative intervention to increase blood donations	25
Drivers of the experience value of mobile money transfer service: Senegaleseuser perspectives	24
From service to social innovation with a service-dominant logic approach	23
Videogames-as-a-service: converting freemium- to paying-users through pop-up advertisement value	23
Customer incivility and employee outcomes in the new service marketplace	23
Consumer responses to environmental corporate social responsibility and luxury	22
Commentary: “Back to the future” or “trapped in the future”? The future of services practice and research	21
Reconfiguration and transformation for resilience: building service organizations towards sustainability	21
The turbulent future of expertise and training markets	21
Guest editorial: Solving problems for service consumers experiencing vulnerabilities: a marketplace challenge	20

Financial services experience and consumption in Nigeria	19
Improving health service design and delivery for men: does gender targeting matter?	19
Cultivating resilience for sustainable service ecosystems in turbulent times: evidence from primary health care	19
Stepping up, stepping out: the elderly customer long-term health-care experience	19
SDG commentary: economic services for work and growth for all humans	18
User-defined ecosystems in health and social care	18
Enhancing affective commitment through gamified services of luxury brands: role of game mechanics and self-congruity	18
Too real? The conflicting roles of adaptation and authenticity in intercultural service encounters	17
In this together: the long-term effect of a collective crisis on the retail and service sector	17
WOW, the make-up AR app is impressive: a comparative study between China and South Korea	16
Virtually present others and their influence on complainants’ follow-ups and firm response	16
How do actors coordinate for value creation? A signaling and screening perspective on resource integration	16
SDG editorial: improving life on planet earth – a call to action for service research to achieve the sustainable development goals (SDGs)	15
In-store augmented reality experiences and its effect on consumer perceptions and behaviour	14
How do physical and social servicescapes shape the effects of positive affective displays on customer purchase outcomes?	13
Necessary evil: a strategy to manage dysfunctional customer behavior	13
Transforming health-care service through consumer co-creation: directions for service design	13
Viewpoint: the evolving landscape of peer review	13
Consumers’ decision-making self-efficacy for service purchases: construct conceptualization and scale	13
Investigating the role of metaverse influencers’ attributes for the next generation of services	13
Editorial: Embracing the future of services marketing	13
Utilitarian motivations to engage with travel websites: an interactive technology adoption model	13
Transformation of the hospitality services marketing structure: a chaos theory perspective	13
Can both entrepreneurial and ethical leadership shape employees’ service innovative behavior?	12
Does status demotion in hierarchical loyalty programs foster relationship fading?	12
The other extreme of the circumplex of emotion: an investigation of consumer outrage	12
Usage behavior of mHealth service users in Australia: do user demographics matter?	12
How do influencers’ characteristics affect followers’ stickiness and well-being in the social media context?	12
SDG commentary: service ecosystems with the planet - weaving the environmental SDGs with human services	12
Editorial: Research priorities in the new service marketplace	12
The effects of influencer endorsement services on crowdfunding campaigns	12
Linking person–job fit and intrinsic motivation to salespeople’s service innovative behavior	11
Exploring the fear of missing out (FOMO) and customer bonds in service relationships	11
Reducing inequalities through strengths-based co-creation: indigenous students’ capabilities and transformative service mediator practices	11
SafeCX: a framework for safe customer experience in omnichannel retailing	11
Viewpoint: applying pragmatism to stimulate service research and practice – a European perspective	11
How consumers self-manage service interaction vulnerability to autonomously improve satisfaction modes	11
Managing customer-to-customer interactions: revisiting older models for a fresh perspective	10
Commentary: enabling service wisdom for MEA organizations and society	10
Elevating service research in Africa	10
Defining and explicating value re-creation to solve marketplace problems for consumers with vulnerabilities	10
The use of implicit measures in service research: Why, how, when and what is the way forward?	10
The role of organizational resilience in SME service innovation and value cocreation	10
Services as emulation marketing: conceptualization and concerns	10
The sorrows of methods researchers	10
The role of materialism and social judgment in human-chatbot service interactions	10
SDG commentary: services that sustainably manage resources for all humans-the regenerative service economy framework	9
Improving donation service design: expanding choice to increase perceived justice and satisfaction	9
Consumers’ perceptions of food ethics in luxury dining	9
Multisensory healing: transformative service encounters in nonpharmacological therapies for cancer patients’ well-being	9

Experience identification: connecting online engagement to offline loyalty	9
Macroservicing: a commentary on services as constructive engagement for sustainable peace, prosperity and well-being	9
Seeking thrills during a crisis? A TSR and hierarchy of effects perspective of the transformative potential of travel	9
The effect of perceived threat on online service reviews	9
Viewpoint: designing transformative service to overcome eudaimonic-hedonic outcome conflict	9
Service system resilience under resource scarcity: from vulnerability to balanced centricity	8
Enhanced review facilitation service for C2C support: machine learning approaches	8
Service encounter and value co-creation in fundraising activities at the NPO sector	8
Which loyalty program do customers prefer: a coalition program or a single-firm program?	8
“Is it all just lip service?”: on Instagram and the normalisation of the cosmetic servicescape	8
Consumers with vulnerabilities: in-store satisfaction of visually impaired and legally blind	8
Viewpoint: forever young-Gay men and cosmetic medical treatments	8
Collaborative space: framework for collaborative consumption and the sharing economy	8
Linking self-congruence and functional congruence to mobile health apps	8
Consumer effort in service encounters: the overlooked impact of surface acting	7
Service experience lies in the eye of the beholder: contextualizing extant literature toward integrating eye-tracking in service research	7
I can’t get satisfaction: examining the moderating role of service brand authenticity in the relationship of imperfect experiences and satisfaction	7
Navigating services for consumers with disabilities: a comprehensive review and conceptual framework	7
Viewpoint: a transformative view for small service firms in the new Latin American service marketplace	7
Subscriber retention management: SRM framework and future research agenda	7
Patient-centered care in practice: hospital and online primary care settings	7
To share or not to share screens with customers? Lessons from learning theories	7
The impact of service climate on gratitude in driving customer outcomes	7
Reimagining service provider influence: how they embrace and promote sustainability	7
The effects of companies’ face mask usage on consumers’ reactions in the service marketplace	7
A voice for the silent: uncovering service exclusion practices	7
Do we need harsh punishment? The effect of coercive power in collaborative consumption services	7
Improving service interactions through inclusive language for Sindh’s Sheedis	7
Guest Editorial: Expanding service research in the MEA (Middle East and Africa) region	7
Co-creating value and well-being experiences in physiotherapy services	6
Through the looking glass: perceiving risk and emotions toward cosmetic procedure engagement	6
Servicescape insights in place of birth: from restorative servicescapes to co-curated transformative places	6
Engraving customer experiences through digital technologies	6
A phenomenological exploration into sustainability in the foodservice industry in the MEA region	6
Value co-creation in services for animal companions	6
Exploring interactions between commuters with disabilities and transport service providers	6
Service employees’ STARA awareness and proactive service performance	6
Mindfulness, resilience and the happiness of service employees working from home	6
Robotic technologies and well-being for older adults living at home	6
Understanding consumer perceptions and attitudes toward smart retail services	6
Improving base-of-the-pyramid consumer welfare through mobile technology services	6
The role of customer experience in the perceived value–word-of-mouth relationship	6
Editorial: business education in profound disruption	6
Viewpoint: shaping resilient service ecosystems in times of crises – a trans-Tasman perspective	5
Authenticity matters: investigating virtual tours’ impact on curiosity and museum visit intentions	5
Understanding the influence of ride-sharing value on consumers’ continuance intention	5
How customer incivility affects organization citizenship behavior: roles of depersonalization, resilience, and caring climate	5
Signaling authenticity for frontline service employees	5
Towards a responsible gaming ecosystem: a call to action	5
Informal service economy: a research study of attitudes, motivations and practices among informal entrepreneurs	5
Use it or lose it: point expiration and status demotion	5
Service employees’ flirting type and customers’ outcomes in luxury and non-luxury restaurants	5
Understanding Muslim frontline employees’ perceived religious discrimination and emotional exhaustion	5
Learning self-efficacies influence on e-servicescapes: rethinking post-pandemic pedagogy	5
Viewpoint: from Star Trek to “Service Trek”: these are the voyages of the service community	5
The robot-to-robot service encounter: an examination of the impact of inter-robot warmth	5
Well-being co-creation in service ecosystems: a systematic literature review	4
The dark side of fairness: how perceived fairness in service robot implementation leads to employee dysfunctional behavior	4
Service-informed marketing reform	4
Out of the public eye: the art of redirection in webcare apologies	4
How does service description contribute to peer-to-peer service satisfaction? Consumer clout matters	4
Customer engagement in online service brand communities	4
Men’s transformative health service use: rethinking customer experience of vulnerability	4
Commentary: the unintended consequences of digital service technologies	4
Smart living services’ factors and influences on subjective well-being and intention to use	4
A transformative and social marketing ecosystem investigation into drug use among young adults	4
Neurophysiological responses to robot–human interactions in retail stores	4
Inclusive servicescapes: the imperative of universal design principles	4
Determinants of disengagement and negative customer engagement behaviour: expectancy disconfirmation and justice perspectives	4
Helping the organization but harming customers: a social identity perspective of unethical pro-organizational behavior	4
Customer captivity, negative word of mouth and well-being: a mixed-methods study	3
Customer service co-creation literacy for better service value: evidence from the health-care sector	3
Right to health and access to health-care services for refugees in Turkey	3
Commentary: developing a deeper understanding of resilience in service contexts	3
Wellbeing implications of BoP marketing: a service ecosystem approach	3
The role of psychological comfort with service robot reminders: a dyadic field study	3
Network well-being from a balanced centricity perspective	3
Consumers experiencing vulnerability: a state of play in the literature	3
Customer ecosystems: exploring how ecosystem actors shape customer experience	3
Flirting in service encounters: does the server’s sex matter?	3

Shaping service delivery through faith-based service inclusion: the case of the Salvation Army in Zambia	3
How positive service experiences contribute to service captivity	3
SDG commentary: collaboration services for sustainable development goal (SDG) partnerships	3
Digital transformation for crisis preparedness: service employees’ perspective	3
Investigating assortative mating processes inside Internet-dating-service settings	3
Understanding sustainable service ecosystems: a meso-level perspective	3
Customer engagement behaviors on physical and virtual engagement platforms	3
Influence of social media posts on service performance	3