Journal of Services Marketing

Article	Citations
Commentary: “Back to the future” or “trapped in the future”? The future of services practice and research	80
Here today, gone tomorrow: services and their potential for permanent perishability	69
Customer incivility, surface acting, burnout and well-being in gen Z hairdressers	66
Towards a conceptualization of becoming an unexpected transformative service mediator: a process view in educational services	54
Different shades of sharing in the sharing economy: a prototype theory approach	52
Discerning authenticity through symbolic and natural stimuli: an integrated servicescape model for AI service apps	49
Improving health service design and delivery for men: does gender targeting matter?	47
In-store augmented reality experiences and its effect on consumer perceptions and behaviour	38
When AI becomes afterlife: psychological factors driving acceptance of thanabots services	38
Invisible rules: how institutional voids in base-of-the-pyramid markets influence adoption and diffusion of transformative service innovations	38
SDG commentary: service ecosystems with the planet - weaving the environmental SDGs with human services	36
The sorrows of methods researchers	36
Unveiling barriers and opportunities for LGBTQIA+ customer’s financial well-being	36
A bicultural perspective on professional service providers’ pro bono motivations	34
Usage behavior of mHealth service users in Australia: do user demographics matter?	33
Editorial: Marketing and consumer research at the intersection of services and public policy	32
A voice for the silent: uncovering service exclusion practices	32
Service encounter and value co-creation in fundraising activities at the NPO sector	31
Service experience lies in the eye of the beholder: contextualizing extant literature toward integrating eye-tracking in service research	31
Experience identification: connecting online engagement to offline loyalty	30
Multisensory healing: transformative service encounters in nonpharmacological therapies for cancer patients’ well-being	30
Enhancing phygital employee experience in high-involvement professional service organizations	30
Viewpoint: advancing service design with practitioners’ insights	30
Enhanced review facilitation service for C2C support: machine learning approaches	29
Patient-centered care in practice: hospital and online primary care settings	29

Witnessing justice in action: how emotions, moral identity and commitment shape third-party reactions to service recovery	29
Linking person–job fit and intrinsic motivation to salespeople’s service innovative behavior	27
Can service technologies make you feel justice like human agents?	27
The impact of AI recommendation quality on service satisfaction: the moderating roles of standardization and customization	27
Robotic technologies and well-being for older adults living at home	25
How customer incivility affects organization citizenship behavior: roles of depersonalization, resilience, and caring climate	24
Transformative service research for human well-being: contextual challenges, place-based framework and SDGs	24
Unexpected utilization of servicescape dimensions to support customers experiencing vulnerabilities	24
Emotional AI as a facilitator of co-created service value in a health-care ecosystem: a collective framework	24
Value destruction: the ugly side of virtual agents	23
Authenticity matters: investigating virtual tours’ impact on curiosity and museum visit intentions	23
Editorial: The limits of a service-dominated economy: the case for reindustrialization	23
Working it out: service displacement and the dynamics of consumer adaptation	22
The service empowerment model: a collaborative approach to reducing vulnerability	20
Human-centric experience in phygital retail: a sentiment-based comparison of hybrid and traditional touchpoints	20
How and for whom does customer incivility affect employee outcomes? A three-wave survey	20
Editorial: Well-being in service research: positioning decent work at the heart of sustainable service ecosystems	19
Circular service innovation: a value co-creation practices approach	19
Research note: conceptualizing agentic luxury in luxury services	19
Unveiling the drivers of remote employees’ intentions to use home as a service consumption hub: a configurational approach	18
The impact of social media use on customer experiences within physical service environments	18
Chatbots, service failure recovery, and online customer experience through lenses of frustration – aggression theory and signaling theory	18
When service becomes surveillance: pressures in FLE guardianship	18
Social mindfulness as an institutional arrangement to promote service employee well-being	18
The interplay between physical and social servicescape: investigating negative CCI	17
Understanding frontline employee phygital experiences through service-dominant logic and job demands-resources model	17
Transformative phygital service research (TPSR): an agenda for future research	17
Online value co-creation during the “dreaming” phase, brand image and uncertainty avoidance	17
Revisiting consumer socialization: a conceptual framework for phygital services	16
The gloomy side of value co-creation for service employees	16
Greenwashing and brand avoidance: examining green scepticism, green perceived risk, and green consumer confusion	16
The role of information for the customer journey in mobile food ordering apps	16
Resistance of facial recognition payment service: a mixed method approach	16
Editorial: The end of an era: the decline of retail tourism in American cities	15
Editorial: Interdisciplinary research in services marketing	15
Wither vulnerable consumers? Meaningful dialogue about marketplace vulnerability	14
Antecedents and consequences of consumer hope for digital payment apps services	14
Permissibility vs. Feasibility: AI in service from a CX perspective	14
An exploration of financial services digital encounters in developing countries	13
Decent yet indecent! Unveiling dual realities of fairwork in India’s ride-hailing sector	13
Co-creating customer experiences in service ecosystems: a study in a tourist destination	13
From self-motivated trials to risk-taking: how older consumers change after engaging with innovative technologies	13
Service robot acceptance in museums: an empirical study using the service robot acceptance model (sRAM)	13
From anxiety to assurance: a mixed-methods journey into service innovation, trust and customer relationships	12
Editorial: Why human experience matters for service research	12
From static to smart: AI-generated dynamic scales for contextual marketing measurement	12
Can corporate social responsibility and recovery justice restore customer identification following service failure?	12
Advocating for consumers experiencing vulnerability: a typology and research agenda	12
Antecedents and consequences of sustainability-oriented service innovation from the manager’s perspective: the moderating role of sector type	12
Alexa, may I adopt you? The role of voice assistant empathy and user-perceived risk in customer service delivery	12

Examining online reviews and ratings by B2C and B2B customers: do digital service failure type and customer experience matter?	12
Unpacking task-technology fit: how hotel booking mobile applications’ agility and resilience strengthen trust and stickiness	12
Phygital service research (PSR): advancing FSR and TSR toward human-first experience design in hybrid physical-digital ecosystems	12
Online shopping acceptance among elderly consumers in Latin America	12
Erratum: Unpacking task–technology fit: how hotel booking mobile applications’ agility and resilience strengthen trust and stickiness	12
Reimagining the servicescape: a systematic review and multi-stakeholderconceptual framework	12
Investigating the role of metaverse influencers’ attributes for the next generation of services	12
To share or not to share screens with customers? Lessons from learning theories	11
I am supported: the influence of social network on customers in game live streaming	11
Co-creating inclusive public services with customers experiencing vulnerability	11
This is my house! Exploring the differential effects of rapport on consumer space psychological ownership	11
Viewpoint: rethinking segmentation for practitioners – a practice-based framework for services marketing	11
Seeking thrills during a crisis? A TSR and hierarchy of effects perspective of the transformative potential of travel	11
Elevating service research in Africa	11
Which loyalty program do customers prefer: a coalition program or a single-firm program?	11
Viewpoint: from Star Trek to “Service Trek”: these are the voyages of the service community	10
Empowering African student workers in Poland’s fast-food industry: pathways to fair and supportive work	10
Flirting in service encounters: does the server’s sex matter?	10
Helping the organization but harming customers: a social identity perspective of unethical pro-organizational behavior	10
Sustainable influencer services meet luxury: a risky match	10
Out of the public eye: the art of redirection in webcare apologies	10
The impact of perceived crowding on customers’ desire for revenge in service failure situations and its underlying mechanisms	10
Immigrant customers’ service encounters: a thematic analysis and fsQCA study	10
The inclusion delusion: service research’s dangerous disconnect from disabled reality	10
Critical examination of academic marketing and service research’s philosophical foundation	10
Service-informed marketing reform	10
Men’s transformative health service use: rethinking customer experience of vulnerability	10
Seeking the resilience of service firms: a strategic learning process based on digital platform capability	9
Addressing spillover dynamics: an actionable framework for tackling brand free-riding on P2P service platforms	9
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
Lifetime deals: the role of software service offering in convincing consumers	9
How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?	8
Comprehending roles of virtual service assistant’s warmth and competence for service co-creation versus service recovery	8
Publisher’s note	8
Biophilia in servicescapes – review, reconciliation and reflections	8
The hidden power of anticipated regret: how it shapes switching barrier-based service retention decisions	8
Liminal digital birthspaces: social media and consumer proactivity for well-being	8
AI-enhanced literature reviews: liberating scholars for impact in service marketing	8
Can Alexa serve customers better? AI-driven voice assistant service interactions	8
How can service organizations build resilience by leveraging capabilities and service worker team knowledge?	8
Digital unity or tribal echo chambers? Paradoxes in online residential communities	8
Call it robot: anthropomorphic framing and failure of self-service technologies	8
Exploring servicescape experiences across museum types	8
Effective complaint management on social networks: the impact of response strategy, type and account on consumer reactions	8
Reimagining third places: the role of GenAI robots in shaping interaction and trust in a polarized society	8
Enhancing CSR and purchase intent in service recovery: investigating the interplay of prosocial compensation, hedonic and luxury purchases	8
From search to support: the role of UGC in stigmatized consumers’ mental health treatment journeys	7
Receive help from friends: the buffer effect of social support on backfires of gamification	7
Digitalization of service delivery and patient engagement in healthcare: a complementarity perspective	7
Actor’s personality traits and value co-creation (VCC) – evidence from the service sector	7
Service mega-disruptions: a conceptual model and research agenda	7
Subordinated service environments: how branding can create unintentional service exclusion	7
Managing phygital experiences in grassroots esports: human-centered orchestration in the Swedish LAN-scape	7
Editorial: Reimagine service research and practice: spotlight on Kennesaw State University research	7
Editorial: Stop saying “vulnerable consumers/customers”!	7
Editorial: Designing for complexity and regeneration: new perspectives in service design	7
Understanding consumers’ value co-creation and value co-destruction with augmented reality service marketing	7
How do influencers’ characteristics affect followers’ stickiness and well-being in the social media context?	6
Digital pathways to inclusion: the role of social media usage and FOMO in shaping service inclusion and disabled tourists’ well-being	6
Beyond generations: an extended lifespan approach to service segmentation	6
Research progress in service automation: a critical review of consumer behavior in tourism and hospitality	6
Augmented reality as a supplementary service in the phygital marketplace: Evidence of hedonic primacy and social influence variability	6
Where is customer experience (CX) research heading? A personal commentary	6
Strategising for the circular economy through servitisation	6
Service work, gender, and well-being: the role of customer behaviour in shaping the experiences of female drivers	6
Psychological comfort and customer engagement in services: mediating role of relationship quality	6
Customer evaluation formation in airline ticket blind box services: the moderating role of destination uncertainty on value cues	6
Feeding trust: exploring key drivers, moderators and consequences related to food app usage	6
Filling in the gaps: a service ecosystem perspective on purchase groups as interstitial markets	6
Smiles that persuade: the power of perceived status and source	6
Psychological strain in service robot encounters: dual pathways to customer value co-destruction	6
Enhancing affective commitment through gamified services of luxury brands: role of game mechanics and self-congruity	6
Consumer response to failure by service robots: the role of anticipatory guilt	5
I can’t get satisfaction: examining the moderating role of service brand authenticity in the relationship of imperfect experiences and satisfaction	5
Service system resilience under resource scarcity: from vulnerability to balanced centricity	5
The role of organizational resilience in SME service innovation and value cocreation	5
Macroservicing: a commentary on services as constructive engagement for sustainable peace, prosperity and well-being	5
Utilitarian motivations to engage with travel websites: an interactive technology adoption model	5
Reimagining service provider influence: how they embrace and promote sustainability	5

Caregivers as transformative service mediators: navigating vulnerability and well-being	5
Exploring the role of service modularity in facilitating value co-creation: insights from knowledge-intensive business services	5
The impact of physical doll companions on solo diners’ restaurant attachment	5
Viewpoint: the evolving landscape of peer review	5
The transformative potential of AI-enabled personalization across cultures	5
Does status demotion in hierarchical loyalty programs foster relationship fading?	5
Unpacking complaint contagion in social networks: the moderating roles of network prominence and customer dependence	5
The effects of influencer endorsement services on crowdfunding campaigns	5
Responding to illegitimate negative reviews: how defensive responses affect purchase intentions	5
Visual servicescape analytics: design style and demand in Airbnb from unstructured data	4
Phygital museum experiences for Gen Z: investigating cultural engagement drivers across physical and digital domains	4
Unmanned, not unmanaged: phygital service design for enhanced retail experience and well-being	4
AI integration in service delivery: enhancing business and sustainability performance amid challenges	4
Consumer vulnerability within digital platforms as service ecosystems	4
How does service description contribute to peer-to-peer service satisfaction? Consumer clout matters	4
Decoding influencer authenticity: the CueSphere model of extrinsic cues	4
Reducing front-line service providers’ economic vulnerability: online customer acquisition in the sex trade	4
SDG commentary: collaboration services for sustainable development goal (SDG) partnerships	4
Service employees’ flirting type and customers’ outcomes in luxury and non-luxury restaurants	4
Exploring interactions between commuters with disabilities and transport service providers	4
Engraving customer experiences through digital technologies	4
Service employees’ STARA awareness and proactive service performance	4
Low-income consumers’ informal and formal financial service experiences: perceptions of access, inclusion, and social dependence	3
The Reasonable Accommodation Management Plan (RAMP) to greater service experience for vulnerable consumers	3
Guest editorial: Critiques and conflicts in service research: suggestions for redefining the marketing of goods and services as a business discipline	3
Contemplative mindfulness and its influence on firm service performance: a configurational analysis	3
Employee delight: a multi-study conceptualization and scale development	3
Never too old to learn: the transformational power of technology	3
Digital co-waiting: humour, camaraderie and emotional flux during Fortnite’s Black Hole event	3
The possibilities of resilience for service organisations	3
The influence of the physical work environment on retail employees	3
Decent work and core labour standards: how to achieve effectiveness?	3
AI isn’t everything: a call for human-centric service research	3
Comparing human and synthetic data in service research: using augmented language models to study service failures and recoveries	3
Can you ask “too much” of your customers?	3
Customer engagement behaviors on physical and virtual engagement platforms	3
Guest editorial: The Triple-A framework for serving humanity with service research	3
Cite me! Perspectives on coercive citation in reviewing	3
Understanding sustainable service ecosystems: a meso-level perspective	3
Impacts of humour use and humour-endorsing climate on job stress and satisfaction among frontline healthcare service employees	3
Corrigendum: The impact of physical doll companions on solo diners’ restaurant attachment	3