Journal of Services Marketing

Article	Citations
Editorial: the “nip and tuck” service framework: bright and dark side of beautification/modification services	78
In this together: the long-term effect of a collective crisis on the retail and service sector	48
User-defined ecosystems in health and social care	47
Improving health service design and delivery for men: does gender targeting matter?	46
From service to social innovation with a service-dominant logic approach	45
WOW, the make-up AR app is impressive: a comparative study between China and South Korea	42
Drivers of the experience value of mobile money transfer service: Senegaleseuser perspectives	41
Commentary: “Back to the future” or “trapped in the future”? The future of services practice and research	40
In-store augmented reality experiences and its effect on consumer perceptions and behaviour	38
Usage behavior of mHealth service users in Australia: do user demographics matter?	35
SDG commentary: service ecosystems with the planet - weaving the environmental SDGs with human services	34
Patient-centered care in practice: hospital and online primary care settings	33
Experience identification: connecting online engagement to offline loyalty	33
Unveiling barriers and opportunities for LGBTQIA+ customer’s financial well-being	33
A voice for the silent: uncovering service exclusion practices	29
Multisensory healing: transformative service encounters in nonpharmacological therapies for cancer patients’ well-being	29
Enhanced review facilitation service for C2C support: machine learning approaches	29
Linking person–job fit and intrinsic motivation to salespeople’s service innovative behavior	29
The impact of AI recommendation quality on service satisfaction: the moderating roles of standardization and customization	27
Service encounter and value co-creation in fundraising activities at the NPO sector	26
Service experience lies in the eye of the beholder: contextualizing extant literature toward integrating eye-tracking in service research	25
The sorrows of methods researchers	25
Witnessing justice in action: how emotions, moral identity and commitment shape third-party reactions to service recovery	25
Authenticity matters: investigating virtual tours’ impact on curiosity and museum visit intentions	24
Signaling authenticity for frontline service employees	23

How customer incivility affects organization citizenship behavior: roles of depersonalization, resilience, and caring climate	23
Digital transformation for crisis preparedness: service employees’ perspective	21
Customer service co-creation literacy for better service value: evidence from the health-care sector	21
Neurophysiological responses to robot–human interactions in retail stores	21
Robotic technologies and well-being for older adults living at home	21
Customer captivity, negative word of mouth and well-being: a mixed-methods study	21
Viewpoint: shaping resilient service ecosystems in times of crises – a trans-Tasman perspective	20
Customer engagement in online service brand communities	20
The robot-to-robot service encounter: an examination of the impact of inter-robot warmth	20
Viewpoint: plotting a way forward for service research in and out of Africa	19
Service inclusion for tourists with disabilities: scale development and validation	18
Working it out: service displacement and the dynamics of consumer adaptation	18
Commentary – The ServCollab Perspective on Elevating Human Experience	18
Editorial: The limits of a service-dominated economy: the case for reindustrialization	17
The service empowerment model: a collaborative approach to reducing vulnerability	16
The interplay between physical and social servicescape: investigating negative CCI	16
Research note: conceptualizing agentic luxury in luxury services	16
Professionals’ interpersonal communications style: does it matter in building client psychological comfort?	16
Chatbots, service failure recovery, and online customer experience through lenses of frustration – aggression theory and signaling theory	16
Shaping service delivery through faith-based service inclusion: the case of the Salvation Army in Zambia	16
Editorial: Interdisciplinary research in services marketing	15
The gloomy side of value co-creation for service employees	15
Co-creating customer experiences in service ecosystems: a study in a tourist destination	14
The role of information for the customer journey in mobile food ordering apps	14
Resistance of facial recognition payment service: a mixed method approach	14
The impact of social media use on customer experiences within physical service environments	14
The impact of value co-creation in sustainable services: understanding generational differences	14
A conceptual framework for transformative gamification services	14
Can corporate social responsibility and recovery justice restore customer identification following service failure?	13
Investigating the role of metaverse influencers’ attributes for the next generation of services	13
An imitation game – supervisors’ influence on customer sweethearting	13
Antecedents and consequences of consumer hope for digital payment apps services	13
Alexa, may I adopt you? The role of voice assistant empathy and user-perceived risk in customer service delivery	13
Permissibility vs. Feasibility: AI in service from a CX perspective	13
Patients’ experience sharing with online social media communities: a bottom-of-the-pyramid perspective	13
The impact of “capitalization” social support services on student-athlete well-being	13
Service robot acceptance in museums: an empirical study using the service robot acceptance model (sRAM)	13
Financial services experience and consumption in Nigeria	13
From static to smart: AI-generated dynamic scales for contextual marketing measurement	13
Addressing customer misbehavior contagion in access-based services	13
Wither vulnerable consumers? Meaningful dialogue about marketplace vulnerability	13
Which loyalty program do customers prefer: a coalition program or a single-firm program?	12
To share or not to share screens with customers? Lessons from learning theories	12
Elevating service research in Africa	12
Seeking thrills during a crisis? A TSR and hierarchy of effects perspective of the transformative potential of travel	12
Co-creating inclusive public services with customers experiencing vulnerability	12
“Is it all just lip service?”: on Instagram and the normalisation of the cosmetic servicescape	12
Liminal digital birthspaces: social media and consumer proactivity for well-being	11
Helping the organization but harming customers: a social identity perspective of unethical pro-organizational behavior	11
Viewpoint: from Star Trek to “Service Trek”: these are the voyages of the service community	11

Lifetime deals: the role of software service offering in convincing consumers	11
Viewpoint: the need to evolve to a service logic mindset in Latin America	11
Out of the public eye: the art of redirection in webcare apologies	11
Learning from the resourceness blind spot for service innovation at the base of the pyramid	11
Men’s transformative health service use: rethinking customer experience of vulnerability	11
Service-informed marketing reform	11
Marketing inclusive banking services to financially vulnerable consumers: a service design approach	10
Flirting in service encounters: does the server’s sex matter?	10
Seeking the resilience of service firms: a strategic learning process based on digital platform capability	10
Critical examination of academic marketing and service research’s philosophical foundation	10
Towards a theory of well-being in digital sports viewing behavior	10
Comprehending roles of virtual service assistant’s warmth and competence for service co-creation versus service recovery	10
Call it robot: anthropomorphic framing and failure of self-service technologies	10
The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem	10
Viewpoint: internet revolution lessons applied to post-pandemic service delivery (a North American perspective)	9
Longitudinal upgrades and asymmetric effects of satisfaction and perceived-value	9
Biophilia in servicescapes – review, reconciliation and reflections	9
The role of reciprocity and reputation in service relationships with arts organisations	9
Service mega-disruptions: a conceptual model and research agenda	9
How can service organizations build resilience by leveraging capabilities and service worker team knowledge?	9
Understanding consumers’ value co-creation and value co-destruction with augmented reality service marketing	9
From search to support: the role of UGC in stigmatized consumers’ mental health treatment journeys	9
Mixed emotions and credence service use: insights from at-risk gamblers	9
Transforming human trafficking rescue services in Nigeria: towards context-specific intersectionality and trauma-informed perspectives	9
How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?	9
Editorial: Stop saying “vulnerable consumers/customers”!	8
Subordinated service environments: how branding can create unintentional service exclusion	8
Feeding trust: exploring key drivers, moderators and consequences related to food app usage	8
Enhancing CSR and purchase intent in service recovery: investigating the interplay of prosocial compensation, hedonic and luxury purchases	8
Exploring servicescape experiences across museum types	8
Where is customer experience (CX) research heading? A personal commentary	8
Strategising for the circular economy through servitisation	8
Publisher’s note	8
Can Alexa serve customers better? AI-driven voice assistant service interactions	8
Interaction value formation spaces: configurations of practice-theory elements in service ecosystems	8
Mental conversion: a customer service strategy impacting shopping experiences	8
Filling in the gaps: a service ecosystem perspective on purchase groups as interstitial markets	7
How do influencers’ characteristics affect followers’ stickiness and well-being in the social media context?	7
Utilitarian motivations to engage with travel websites: an interactive technology adoption model	7
The transformative potential of AI-enabled personalization across cultures	7
Enhancing affective commitment through gamified services of luxury brands: role of game mechanics and self-congruity	7
Viewpoint: the evolving landscape of peer review	7
Understanding innovativeness and commitment to sustainable service practices	7
Customer incivility and employee outcomes in the new service marketplace	7
SDG commentary: collaboration services for sustainable development goal (SDG) partnerships	6
Service system resilience under resource scarcity: from vulnerability to balanced centricity	6
Macroservicing: a commentary on services as constructive engagement for sustainable peace, prosperity and well-being	6
The effects of influencer endorsement services on crowdfunding campaigns	6
Reducing front-line service providers’ economic vulnerability: online customer acquisition in the sex trade	6
Service employees’ flirting type and customers’ outcomes in luxury and non-luxury restaurants	6
Engraving customer experiences through digital technologies	6
Editorial: business education in profound disruption	6
Does status demotion in hierarchical loyalty programs foster relationship fading?	6
Viewpoint: designing transformative service to overcome eudaimonic-hedonic outcome conflict	6
Defining and explicating value re-creation to solve marketplace problems for consumers with vulnerabilities	6
Value co-creation in services for animal companions	6
Decoding influencer authenticity: the CueSphere model of extrinsic cues	6
Service employees’ STARA awareness and proactive service performance	6
I can’t get satisfaction: examining the moderating role of service brand authenticity in the relationship of imperfect experiences and satisfaction	6
The role of organizational resilience in SME service innovation and value cocreation	6
Reimagining service provider influence: how they embrace and promote sustainability	6
Exploring interactions between commuters with disabilities and transport service providers	6
How does service description contribute to peer-to-peer service satisfaction? Consumer clout matters	6
Commentary: the unintended consequences of digital service technologies	5
Guest editorial: Critiques and conflicts in service research: suggestions for redefining the marketing of goods and services as a business discipline	5
Low-income consumers’ informal and formal financial service experiences: perceptions of access, inclusion, and social dependence	5
Understanding sustainable service ecosystems: a meso-level perspective	5
Imperfect produce: retailer actions and service outcomes	5
Visual servicescape analytics: design style and demand in Airbnb from unstructured data	5
Cite me! Perspectives on coercive citation in reviewing	5
Editorial: When service technologies and human experiences intersect	5
Network well-being from a balanced centricity perspective	5
Guest editorial: The Triple-A framework for serving humanity with service research	5
Using PLS-SEM and XAI for causal-predictive services marketing research	5
Understanding consumer perceptions and attitudes toward smart retail services	5
Customer engagement behaviors on physical and virtual engagement platforms	5
The possibilities of resilience for service organisations	5
The influence of the physical work environment on retail employees	5
Can you ask “too much” of your customers?	5
An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness	5

Comparing human and synthetic data in service research: using augmented language models to study service failures and recoveries	5
Gift card types and willingness to spend more	4
Keep fighting or give up? An investigation of consumer regret over repetitive failures in weight loss services	4
Editorial: Embracing the future of services marketing	4
Viewpoint: applying pragmatism to stimulate service research and practice – a European perspective	4
A dignity-vulnerability approach framework to maximize well-being outcomes by transformative service initiatives (TSIs)	4
Necessary evil: a strategy to manage dysfunctional customer behavior	4
Metaverse: shifting the reality of services	4
Never too old to learn: the transformational power of technology	4
Viewpoint: cost-effective health care developments and research opportunities in China, India and Singapore	4
Responsibilization during uncontrollable events: understanding how consumers assign and accept responsibility for service employee welfare	4
Consumer effort in service encounters: the overlooked impact of surface acting	4
Viewpoint: forever young-Gay men and cosmetic medical treatments	4
Transforming health-care service through consumer co-creation: directions for service design	4
Customer experience quality in African B2B contexts	4
Mediating roles of frontline employees in transformative service processes	4
A systematic literature review of service-related research on refugees	4
Videogames-as-a-service: converting freemium- to paying-users through pop-up advertisement value	4
SDG editorial: improving life on planet earth – a call to action for service research to achieve the sustainable development goals (SDGs)	4
SDG commentary: economic services for work and growth for all humans	4