Journal of Services Marketing

Article	Citations
Improving health service design and delivery for men: does gender targeting matter?	68
Commentary: “Back to the future” or “trapped in the future”? The future of services practice and research	58
When AI becomes afterlife: psychological factors driving acceptance of thanabots services	55
In this together: the long-term effect of a collective crisis on the retail and service sector	53
From service to social innovation with a service-dominant logic approach	52
Here today, gone tomorrow: services and their potential for permanent perishability	52
User-defined ecosystems in health and social care	46
Towards a conceptualization of becoming an unexpected transformative service mediator: a process view in educational services	40
Invisible rules: how institutional voids in base-of-the-pyramid markets influence adoption and diffusion of transformative service innovations	40
In-store augmented reality experiences and its effect on consumer perceptions and behaviour	39
Multisensory healing: transformative service encounters in nonpharmacological therapies for cancer patients’ well-being	38
Witnessing justice in action: how emotions, moral identity and commitment shape third-party reactions to service recovery	37
Service experience lies in the eye of the beholder: contextualizing extant literature toward integrating eye-tracking in service research	36
The impact of AI recommendation quality on service satisfaction: the moderating roles of standardization and customization	29
Enhanced review facilitation service for C2C support: machine learning approaches	28
Can service technologies make you feel justice like human agents?	28
Service encounter and value co-creation in fundraising activities at the NPO sector	28
A bicultural perspective on professional service providers’ pro bono motivations	27
Editorial: Marketing and consumer research at the intersection of services and public policy	27
The sorrows of methods researchers	27
Usage behavior of mHealth service users in Australia: do user demographics matter?	26
SDG commentary: service ecosystems with the planet - weaving the environmental SDGs with human services	25
Experience identification: connecting online engagement to offline loyalty	24
Unveiling barriers and opportunities for LGBTQIA+ customer’s financial well-being	23
Patient-centered care in practice: hospital and online primary care settings	23

A voice for the silent: uncovering service exclusion practices	23
Linking person–job fit and intrinsic motivation to salespeople’s service innovative behavior	23
Viewpoint: advancing service design with practitioners’ insights	22
Emotional AI as a facilitator of co-created service value in a health-care ecosystem: a collective framework	22
How customer incivility affects organization citizenship behavior: roles of depersonalization, resilience, and caring climate	20
Viewpoint: shaping resilient service ecosystems in times of crises – a trans-Tasman perspective	20
Transformative service research for human well-being: contextual challenges, place-based framework and SDGs	20
Authenticity matters: investigating virtual tours’ impact on curiosity and museum visit intentions	19
Editorial: Well-being in service research: positioning decent work at the heart of sustainable service ecosystems	19
Robotic technologies and well-being for older adults living at home	19
Customer service co-creation literacy for better service value: evidence from the health-care sector	19
Circular service innovation: a value co-creation practices approach	19
Digital transformation for crisis preparedness: service employees’ perspective	19
Working it out: service displacement and the dynamics of consumer adaptation	19
Neurophysiological responses to robot–human interactions in retail stores	19
Service inclusion for tourists with disabilities: scale development and validation	18
Research note: conceptualizing agentic luxury in luxury services	18
The service empowerment model: a collaborative approach to reducing vulnerability	18
Chatbots, service failure recovery, and online customer experience through lenses of frustration – aggression theory and signaling theory	18
Commentary – The ServCollab Perspective on Elevating Human Experience	18
The interplay between physical and social servicescape: investigating negative CCI	17
Editorial: Interdisciplinary research in services marketing	17
Editorial: The limits of a service-dominated economy: the case for reindustrialization	17
Social mindfulness as an institutional arrangement to promote service employee well-being	17
Viewpoint: plotting a way forward for service research in and out of Africa	17
When service becomes surveillance: pressures in FLE guardianship	16
Resistance of facial recognition payment service: a mixed method approach	16
Greenwashing and brand avoidance: examining green scepticism, green perceived risk, and green consumer confusion	16
The impact of social media use on customer experiences within physical service environments	16
Online value co-creation during the “dreaming” phase, brand image and uncertainty avoidance	16
The gloomy side of value co-creation for service employees	16
The role of information for the customer journey in mobile food ordering apps	15
Permissibility vs. Feasibility: AI in service from a CX perspective	15
The impact of value co-creation in sustainable services: understanding generational differences	15
Editorial: The end of an era: the decline of retail tourism in American cities	14
Co-creating customer experiences in service ecosystems: a study in a tourist destination	14
Service robot acceptance in museums: an empirical study using the service robot acceptance model (sRAM)	13
Wither vulnerable consumers? Meaningful dialogue about marketplace vulnerability	13
Can corporate social responsibility and recovery justice restore customer identification following service failure?	13
Antecedents and consequences of consumer hope for digital payment apps services	13
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
Which loyalty program do customers prefer: a coalition program or a single-firm program?	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
Reimagining the servicescape: a systematic review and multi-stakeholderconceptual framework	12
This is my house! Exploring the differential effects of rapport on consumer space psychological ownership	11
Phygital service research (PSR): advancing FSR and TSR toward human-first experience design in hybrid physical-digital ecosystems	11
Elevating service research in Africa	11
To share or not to share screens with customers? Lessons from learning theories	11

Seeking thrills during a crisis? A TSR and hierarchy of effects perspective of the transformative potential of travel	10
Out of the public eye: the art of redirection in webcare apologies	10
Men’s transformative health service use: rethinking customer experience of vulnerability	10
Liminal digital birthspaces: social media and consumer proactivity for well-being	10
Call it robot: anthropomorphic framing and failure of self-service technologies	10
Co-creating inclusive public services with customers experiencing vulnerability	10
Immigrant customers’ service encounters: a thematic analysis and fsQCA study	10
I am supported: the influence of social network on customers in game live streaming	10
Service-informed marketing reform	10
Seeking the resilience of service firms: a strategic learning process based on digital platform capability	10
Helping the organization but harming customers: a social identity perspective of unethical pro-organizational behavior	10
Viewpoint: from Star Trek to “Service Trek”: these are the voyages of the service community	10
Sustainable influencer services meet luxury: a risky match	10
The inclusion delusion: service research’s dangerous disconnect from disabled reality	10
AI-enhanced literature reviews: liberating scholars for impact in service marketing	10
The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem	9
Marketing inclusive banking services to financially vulnerable consumers: a service design approach	9
Comprehending roles of virtual service assistant’s warmth and competence for service co-creation versus service recovery	9
How can service organizations build resilience by leveraging capabilities and service worker team knowledge?	9
Flirting in service encounters: does the server’s sex matter?	9
Critical examination of academic marketing and service research’s philosophical foundation	9
Longitudinal upgrades and asymmetric effects of satisfaction and perceived-value	9
How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?	9
Lifetime deals: the role of software service offering in convincing consumers	9
Service mega-disruptions: a conceptual model and research agenda	9
Biophilia in servicescapes – review, reconciliation and reflections	9
Publisher’s note	9
Editorial: Stop saying “vulnerable consumers/customers”!	8
From search to support: the role of UGC in stigmatized consumers’ mental health treatment journeys	8
Exploring servicescape experiences across museum types	8
Subordinated service environments: how branding can create unintentional service exclusion	8
Editorial: Reimagine service research and practice: spotlight on Kennesaw State University research	8
Reimagining third places: the role of GenAI robots in shaping interaction and trust in a polarized society	8
Can Alexa serve customers better? AI-driven voice assistant service interactions	8
Enhancing CSR and purchase intent in service recovery: investigating the interplay of prosocial compensation, hedonic and luxury purchases	8
Understanding consumers’ value co-creation and value co-destruction with augmented reality service marketing	8
Strategising for the circular economy through servitisation	7
Filling in the gaps: a service ecosystem perspective on purchase groups as interstitial markets	7
Enhancing affective commitment through gamified services of luxury brands: role of game mechanics and self-congruity	7
Editorial: Designing for complexity and regeneration: new perspectives in service design	7
Where is customer experience (CX) research heading? A personal commentary	7
Beyond generations: an extended lifespan approach to service segmentation	7
Digitalization of service delivery and patient engagement in healthcare: a complementarity perspective	7
Mental conversion: a customer service strategy impacting shopping experiences	7
Feeding trust: exploring key drivers, moderators and consequences related to food app usage	7
The transformative potential of AI-enabled personalization across cultures	7
Consumer response to failure by service robots: the role of anticipatory guilt	6
Psychological comfort and customer engagement in services: mediating role of relationship quality	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
Reducing front-line service providers’ economic vulnerability: online customer acquisition in the sex trade	6
Research progress in service automation: a critical review of consumer behavior in tourism and hospitality	6
Viewpoint: the evolving landscape of peer review	6
Customer incivility and employee outcomes in the new service marketplace	6
The impact of physical doll companions on solo diners’ restaurant attachment	6
Reimagining service provider influence: how they embrace and promote sustainability	6
Utilitarian motivations to engage with travel websites: an interactive technology adoption model	6
Smiles that persuade: the power of perceived status and source	6
How do influencers’ characteristics affect followers’ stickiness and well-being in the social media context?	6
Exploring the role of service modularity in facilitating value co-creation: insights from knowledge-intensive business services	6
Macroservicing: a commentary on services as constructive engagement for sustainable peace, prosperity and well-being	6
How does service description contribute to peer-to-peer service satisfaction? Consumer clout matters	5
The effects of influencer endorsement services on crowdfunding campaigns	5
The role of organizational resilience in SME service innovation and value cocreation	5
Decoding influencer authenticity: the CueSphere model of extrinsic cues	5
SDG commentary: collaboration services for sustainable development goal (SDG) partnerships	5
Viewpoint: designing transformative service to overcome eudaimonic-hedonic outcome conflict	5
Service system resilience under resource scarcity: from vulnerability to balanced centricity	5
Visual servicescape analytics: design style and demand in Airbnb from unstructured data	5
Exploring interactions between commuters with disabilities and transport service providers	5
Understanding consumer perceptions and attitudes toward smart retail services	5
Responding to illegitimate negative reviews: how defensive responses affect purchase intentions	5
Consumer vulnerability within digital platforms as service ecosystems	5
Engraving customer experiences through digital technologies	5
Service employees’ flirting type and customers’ outcomes in luxury and non-luxury restaurants	5
Guest editorial: The Triple-A framework for serving humanity with service research	4
Understanding sustainable service ecosystems: a meso-level perspective	4
Service employees’ STARA awareness and proactive service performance	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

Using PLS-SEM and XAI for causal-predictive services marketing research	4
Corrigendum: The impact of physical doll companions on solo diners’ restaurant attachment	4
Low-income consumers’ informal and formal financial service experiences: perceptions of access, inclusion, and social dependence	4
Comparing human and synthetic data in service research: using augmented language models to study service failures and recoveries	4
Decent work and core labour standards: how to achieve effectiveness?	4
Cite me! Perspectives on coercive citation in reviewing	4
The caring turn in service research	4
Never too old to learn: the transformational power of technology	4
Guest editorial: Critiques and conflicts in service research: suggestions for redefining the marketing of goods and services as a business discipline	4
Contemplative mindfulness and its influence on firm service performance: a configurational analysis	4
AI integration in service delivery: enhancing business and sustainability performance amid challenges	4
The influence of the physical work environment on retail employees	4
Customer engagement behaviors on physical and virtual engagement platforms	4
The possibilities of resilience for service organisations	4
A systematic literature review of service-related research on refugees	4