Journal of Services Marketing

Article	Citations
Here today, gone tomorrow: services and their potential for permanent perishability	55
Commentary: “Back to the future” or “trapped in the future”? The future of services practice and research	51
In this together: the long-term effect of a collective crisis on the retail and service sector	48
In-store augmented reality experiences and its effect on consumer perceptions and behaviour	48
Drivers of the experience value of mobile money transfer service: Senegaleseuser perspectives	46
Invisible rules: how institutional voids in base-of-the-pyramid markets influence adoption and diffusion of transformative service innovations	43
From service to social innovation with a service-dominant logic approach	41
User-defined ecosystems in health and social care	36
Improving health service design and delivery for men: does gender targeting matter?	34
Editorial: the “nip and tuck” service framework: bright and dark side of beautification/modification services	34
A bicultural perspective on professional service providers’ pro bono motivations	33
WOW, the make-up AR app is impressive: a comparative study between China and South Korea	33
The sorrows of methods researchers	32
Multisensory healing: transformative service encounters in nonpharmacological therapies for cancer patients’ well-being	31
SDG commentary: service ecosystems with the planet - weaving the environmental SDGs with human services	31
Patient-centered care in practice: hospital and online primary care settings	30
Usage behavior of mHealth service users in Australia: do user demographics matter?	27
A voice for the silent: uncovering service exclusion practices	27
Unveiling barriers and opportunities for LGBTQIA+ customer’s financial well-being	25
Witnessing justice in action: how emotions, moral identity and commitment shape third-party reactions to service recovery	24
Viewpoint: advancing service design with practitioners’ insights	23
Enhanced review facilitation service for C2C support: machine learning approaches	23
Linking person–job fit and intrinsic motivation to salespeople’s service innovative behavior	22
Service experience lies in the eye of the beholder: contextualizing extant literature toward integrating eye-tracking in service research	22
Service encounter and value co-creation in fundraising activities at the NPO sector	22

Viewpoint: shaping resilient service ecosystems in times of crises – a trans-Tasman perspective	21
Experience identification: connecting online engagement to offline loyalty	21
The impact of AI recommendation quality on service satisfaction: the moderating roles of standardization and customization	21
How customer incivility affects organization citizenship behavior: roles of depersonalization, resilience, and caring climate	20
Authenticity matters: investigating virtual tours’ impact on curiosity and museum visit intentions	20
Robotic technologies and well-being for older adults living at home	19
Neurophysiological responses to robot–human interactions in retail stores	19
Customer engagement in online service brand communities	18
Digital transformation for crisis preparedness: service employees’ perspective	18
Customer service co-creation literacy for better service value: evidence from the health-care sector	18
Commentary – The ServCollab Perspective on Elevating Human Experience	17
Research note: conceptualizing agentic luxury in luxury services	17
Viewpoint: plotting a way forward for service research in and out of Africa	17
Chatbots, service failure recovery, and online customer experience through lenses of frustration – aggression theory and signaling theory	16
Working it out: service displacement and the dynamics of consumer adaptation	16
Editorial: The limits of a service-dominated economy: the case for reindustrialization	15
Online value co-creation during the “dreaming” phase, brand image and uncertainty avoidance	15
The impact of social media use on customer experiences within physical service environments	15
Resistance of facial recognition payment service: a mixed method approach	15
The service empowerment model: a collaborative approach to reducing vulnerability	15
Service inclusion for tourists with disabilities: scale development and validation	15
An imitation game – supervisors’ influence on customer sweethearting	14
The impact of value co-creation in sustainable services: understanding generational differences	14
The gloomy side of value co-creation for service employees	14
Service robot acceptance in museums: an empirical study using the service robot acceptance model (sRAM)	14
Professionals’ interpersonal communications style: does it matter in building client psychological comfort?	14
Editorial: Interdisciplinary research in services marketing	14
The role of information for the customer journey in mobile food ordering apps	14
The interplay between physical and social servicescape: investigating negative CCI	14
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
Co-creating customer experiences in service ecosystems: a study in a tourist destination	13
The impact of “capitalization” social support services on student-athlete well-being	13
Editorial: The end of an era: the decline of retail tourism in American cities	13
Wither vulnerable consumers? Meaningful dialogue about marketplace vulnerability	13
Addressing customer misbehavior contagion in access-based services	13
Antecedents and consequences of consumer hope for digital payment apps services	13
Can corporate social responsibility and recovery justice restore customer identification following service failure?	12
Co-creating inclusive public services with customers experiencing vulnerability	12
Advocating for consumers experiencing vulnerability: a typology and research agenda	12
Investigating the role of metaverse influencers’ attributes for the next generation of services	12
From static to smart: AI-generated dynamic scales for contextual marketing measurement	12
Alexa, may I adopt you? The role of voice assistant empathy and user-perceived risk in customer service delivery	12
“Is it all just lip service?”: on Instagram and the normalisation of the cosmetic servicescape	11
To share or not to share screens with customers? Lessons from learning theories	11
Men’s transformative health service use: rethinking customer experience of vulnerability	11
Elevating service research in Africa	11
Seeking thrills during a crisis? A TSR and hierarchy of effects perspective of the transformative potential of travel	11
Service-informed marketing reform	11
Which loyalty program do customers prefer: a coalition program or a single-firm program?	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
Out of the public eye: the art of redirection in webcare apologies	10
Seeking the resilience of service firms: a strategic learning process based on digital platform capability	10
Towards a theory of well-being in digital sports viewing behavior	10
Critical examination of academic marketing and service research’s philosophical foundation	10
Marketing inclusive banking services to financially vulnerable consumers: a service design approach	10
The inclusion delusion: service research’s dangerous disconnect from disabled reality	10
Liminal digital birthspaces: social media and consumer proactivity for well-being	10
Comprehending roles of virtual service assistant’s warmth and competence for service co-creation versus service recovery	10
Lifetime deals: the role of software service offering in convincing consumers	9
Flirting in service encounters: does the server’s sex matter?	9
Viewpoint: the need to evolve to a service logic mindset in Latin America	9
Exploring servicescape experiences across museum types	9
Learning from the resourceness blind spot for service innovation at the base of the pyramid	9
Call it robot: anthropomorphic framing and failure of self-service technologies	9
The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem	9
Mixed emotions and credence service use: insights from at-risk gamblers	8
The role of reciprocity and reputation in service relationships with arts organisations	8
Biophilia in servicescapes – review, reconciliation and reflections	8
Publisher’s note	8
How can service organizations build resilience by leveraging capabilities and service worker team knowledge?	8
Viewpoint: internet revolution lessons applied to post-pandemic service delivery (a North American perspective)	8
Service mega-disruptions: a conceptual model and research agenda	8
From search to support: the role of UGC in stigmatized consumers’ mental health treatment journeys	8
Understanding consumers’ value co-creation and value co-destruction with augmented reality service marketing	8
How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?	8
Transforming human trafficking rescue services in Nigeria: towards context-specific intersectionality and trauma-informed perspectives	8
Longitudinal upgrades and asymmetric effects of satisfaction and perceived-value	7
Can Alexa serve customers better? AI-driven voice assistant service interactions	7
Where is customer experience (CX) research heading? A personal commentary	7
Enhancing CSR and purchase intent in service recovery: investigating the interplay of prosocial compensation, hedonic and luxury purchases	7
Subordinated service environments: how branding can create unintentional service exclusion	7
Feeding trust: exploring key drivers, moderators and consequences related to food app usage	7
Editorial: Stop saying “vulnerable consumers/customers”!	7
Strategising for the circular economy through servitisation	7
Viewpoint: the evolving landscape of peer review	6
Consumer response to failure by service robots: the role of anticipatory guilt	6
Utilitarian motivations to engage with travel websites: an interactive technology adoption model	6
Enhancing affective commitment through gamified services of luxury brands: role of game mechanics and self-congruity	6
Does status demotion in hierarchical loyalty programs foster relationship fading?	6
I can’t get satisfaction: examining the moderating role of service brand authenticity in the relationship of imperfect experiences and satisfaction	6
Mental conversion: a customer service strategy impacting shopping experiences	6
Customer incivility and employee outcomes in the new service marketplace	6
Filling in the gaps: a service ecosystem perspective on purchase groups as interstitial markets	6
Reimagining service provider influence: how they embrace and promote sustainability	6
Service system resilience under resource scarcity: from vulnerability to balanced centricity	6
The role of organizational resilience in SME service innovation and value cocreation	6
Interaction value formation spaces: configurations of practice-theory elements in service ecosystems	6
How do influencers’ characteristics affect followers’ stickiness and well-being in the social media context?	6
The transformative potential of AI-enabled personalization across cultures	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
Visual servicescape analytics: design style and demand in Airbnb from unstructured data	5
How does service description contribute to peer-to-peer service satisfaction? Consumer clout matters	5
Service employees’ STARA awareness and proactive service performance	5
AI integration in service delivery: enhancing business and sustainability performance amid challenges	5
Comparing human and synthetic data in service research: using augmented language models to study service failures and recoveries	5
Viewpoint: designing transformative service to overcome eudaimonic-hedonic outcome conflict	5
Exploring interactions between commuters with disabilities and transport service providers	5
Engraving customer experiences through digital technologies	5
Service employees’ flirting type and customers’ outcomes in luxury and non-luxury restaurants	5
SDG commentary: collaboration services for sustainable development goal (SDG) partnerships	5
Cite me! Perspectives on coercive citation in reviewing	5
Reducing front-line service providers’ economic vulnerability: online customer acquisition in the sex trade	5
Value co-creation in services for animal companions	5
Editorial: business education in profound disruption	5
Understanding consumer perceptions and attitudes toward smart retail services	5
The influence of the physical work environment on retail employees	5
Commentary: the unintended consequences of digital service technologies	5
Decoding influencer authenticity: the CueSphere model of extrinsic cues	5
A systematic literature review of service-related research on refugees	4
Low-income consumers’ informal and formal financial service experiences: perceptions of access, inclusion, and social dependence	4
The possibilities of resilience for service organisations	4
Using PLS-SEM and XAI for causal-predictive services marketing research	4
Viewpoint: applying pragmatism to stimulate service research and practice – a European perspective	4
Beyond the individual: rethinking vulnerability across ecosystems	4
Editorial: Embracing the future of services marketing	4
Metaverse: shifting the reality of services	4
Never too old to learn: the transformational power of technology	4

Impacts of humour use and humour-endorsing climate on job stress and satisfaction among frontline healthcare service employees	4
Guest editorial: The Triple-A framework for serving humanity with service research	4
Can you ask “too much” of your customers?	4
Viewpoint: cost-effective health care developments and research opportunities in China, India and Singapore	4
Mediating roles of frontline employees in transformative service processes	4
Transforming health-care service through consumer co-creation: directions for service design	4
SDG commentary: economic services for work and growth for all humans	4
A dignity-vulnerability approach framework to maximize well-being outcomes by transformative service initiatives (TSIs)	4
Keep fighting or give up? An investigation of consumer regret over repetitive failures in weight loss services	4
Guest editorial: Critiques and conflicts in service research: suggestions for redefining the marketing of goods and services as a business discipline	4
Customer engagement behaviors on physical and virtual engagement platforms	4
Understanding sustainable service ecosystems: a meso-level perspective	4
Responsibilization during uncontrollable events: understanding how consumers assign and accept responsibility for service employee welfare	4
Stop being so rude! How customer reprimands attenuate the impact of customer mistreatment	4
SDG editorial: improving life on planet earth – a call to action for service research to achieve the sustainable development goals (SDGs)	4
Gift card types and willingness to spend more	4