Journal of Services Marketing

Article	Citations
Here today, gone tomorrow: services and their potential for permanent perishability	52
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
Improving health service design and delivery for men: does gender targeting matter?	46
Editorial: the “nip and tuck” service framework: bright and dark side of beautification/modification services	44
Invisible rules: how institutional voids in base-of-the-pyramid markets influence adoption and diffusion of transformative service innovations	43
WOW, the make-up AR app is impressive: a comparative study between China and South Korea	40
Drivers of the experience value of mobile money transfer service: Senegaleseuser perspectives	40
In-store augmented reality experiences and its effect on consumer perceptions and behaviour	36
User-defined ecosystems in health and social care	36
From service to social innovation with a service-dominant logic approach	33
Enhanced review facilitation service for C2C support: machine learning approaches	33
A bicultural perspective on professional service providers’ pro bono motivations	33
Usage behavior of mHealth service users in Australia: do user demographics matter?	32
The impact of AI recommendation quality on service satisfaction: the moderating roles of standardization and customization	31
Multisensory healing: transformative service encounters in nonpharmacological therapies for cancer patients’ well-being	31
The sorrows of methods researchers	29
A voice for the silent: uncovering service exclusion practices	28
Service experience lies in the eye of the beholder: contextualizing extant literature toward integrating eye-tracking in service research	27
Service encounter and value co-creation in fundraising activities at the NPO sector	26
Witnessing justice in action: how emotions, moral identity and commitment shape third-party reactions to service recovery	25
SDG commentary: service ecosystems with the planet - weaving the environmental SDGs with human services	24
Patient-centered care in practice: hospital and online primary care settings	22
Unveiling barriers and opportunities for LGBTQIA+ customer’s financial well-being	22
Experience identification: connecting online engagement to offline loyalty	22

Viewpoint: advancing service design with practitioners’ insights	22
Digital transformation for crisis preparedness: service employees’ perspective	21
Linking person–job fit and intrinsic motivation to salespeople’s service innovative behavior	21
Customer captivity, negative word of mouth and well-being: a mixed-methods study	21
How customer incivility affects organization citizenship behavior: roles of depersonalization, resilience, and caring climate	21
Authenticity matters: investigating virtual tours’ impact on curiosity and museum visit intentions	21
Robotic technologies and well-being for older adults living at home	20
Viewpoint: shaping resilient service ecosystems in times of crises – a trans-Tasman perspective	19
Customer engagement in online service brand communities	18
Customer service co-creation literacy for better service value: evidence from the health-care sector	18
Neurophysiological responses to robot–human interactions in retail stores	18
Working it out: service displacement and the dynamics of consumer adaptation	17
Editorial: The limits of a service-dominated economy: the case for reindustrialization	17
Commentary – The ServCollab Perspective on Elevating Human Experience	17
Service inclusion for tourists with disabilities: scale development and validation	17
Viewpoint: plotting a way forward for service research in and out of Africa	16
Chatbots, service failure recovery, and online customer experience through lenses of frustration – aggression theory and signaling theory	16
Research note: conceptualizing agentic luxury in luxury services	16
The interplay between physical and social servicescape: investigating negative CCI	15
The service empowerment model: a collaborative approach to reducing vulnerability	15
A conceptual framework for transformative gamification services	15
Resistance of facial recognition payment service: a mixed method approach	15
The impact of social media use on customer experiences within physical service environments	15
Editorial: Interdisciplinary research in services marketing	15
Professionals’ interpersonal communications style: does it matter in building client psychological comfort?	15
The impact of value co-creation in sustainable services: understanding generational differences	14
Editorial: The end of an era: the decline of retail tourism in American cities	14
The role of information for the customer journey in mobile food ordering apps	14
Online value co-creation during the “dreaming” phase, brand image and uncertainty avoidance	14
The gloomy side of value co-creation for service employees	14
Addressing customer misbehavior contagion in access-based services	13
Patients’ experience sharing with online social media communities: a bottom-of-the-pyramid perspective	13
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
An imitation game – supervisors’ influence on customer sweethearting	13
Permissibility vs. Feasibility: AI in service from a CX perspective	13
Antecedents and consequences of consumer hope for digital payment apps services	13
The impact of “capitalization” social support services on student-athlete well-being	13
Co-creating customer experiences in service ecosystems: a study in a tourist destination	13
From static to smart: AI-generated dynamic scales for contextual marketing measurement	13
Investigating the role of metaverse influencers’ attributes for the next generation of services	12
Seeking thrills during a crisis? A TSR and hierarchy of effects perspective of the transformative potential of travel	12
Alexa, may I adopt you? The role of voice assistant empathy and user-perceived risk in customer service delivery	12
To share or not to share screens with customers? Lessons from learning theories	12
Advocating for consumers experiencing vulnerability: a typology and research agenda	12
Can corporate social responsibility and recovery justice restore customer identification following service failure?	12
Co-creating inclusive public services with customers experiencing vulnerability	12
Which loyalty program do customers prefer: a coalition program or a single-firm program?	11
Men’s transformative health service use: rethinking customer experience of vulnerability	11
Marketing inclusive banking services to financially vulnerable consumers: a service design approach	11

Elevating service research in Africa	11
Out of the public eye: the art of redirection in webcare apologies	11
Helping the organization but harming customers: a social identity perspective of unethical pro-organizational behavior	11
“Is it all just lip service?”: on Instagram and the normalisation of the cosmetic servicescape	11
Service-informed marketing reform	11
Viewpoint: from Star Trek to “Service Trek”: these are the voyages of the service community	11
Viewpoint: the need to evolve to a service logic mindset in Latin America	10
Towards a theory of well-being in digital sports viewing behavior	10
Liminal digital birthspaces: social media and consumer proactivity for well-being	10
Learning from the resourceness blind spot for service innovation at the base of the pyramid	10
Comprehending roles of virtual service assistant’s warmth and competence for service co-creation versus service recovery	10
Flirting in service encounters: does the server’s sex matter?	10
Call it robot: anthropomorphic framing and failure of self-service technologies	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
Lifetime deals: the role of software service offering in convincing consumers	10
The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem	10
Service mega-disruptions: a conceptual model and research agenda	9
How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?	9
Longitudinal upgrades and asymmetric effects of satisfaction and perceived-value	9
Viewpoint: internet revolution lessons applied to post-pandemic service delivery (a North American perspective)	9
Exploring servicescape experiences across museum types	9
Editorial: Stop saying “vulnerable consumers/customers”!	8
Biophilia in servicescapes – review, reconciliation and reflections	8
From search to support: the role of UGC in stigmatized consumers’ mental health treatment journeys	8
Mixed emotions and credence service use: insights from at-risk gamblers	8
Enhancing CSR and purchase intent in service recovery: investigating the interplay of prosocial compensation, hedonic and luxury purchases	8
Can Alexa serve customers better? AI-driven voice assistant service interactions	8
Transforming human trafficking rescue services in Nigeria: towards context-specific intersectionality and trauma-informed perspectives	8
Publisher’s note	8
How can service organizations build resilience by leveraging capabilities and service worker team knowledge?	8
The role of reciprocity and reputation in service relationships with arts organisations	8
Mental conversion: a customer service strategy impacting shopping experiences	7
Consumer response to failure by service robots: the role of anticipatory guilt	7
Where is customer experience (CX) research heading? A personal commentary	7
Understanding consumers’ value co-creation and value co-destruction with augmented reality service marketing	7
Subordinated service environments: how branding can create unintentional service exclusion	7
Strategising for the circular economy through servitisation	7
Feeding trust: exploring key drivers, moderators and consequences related to food app usage	7
Interaction value formation spaces: configurations of practice-theory elements in service ecosystems	7
Filling in the gaps: a service ecosystem perspective on purchase groups as interstitial markets	7
I can’t get satisfaction: examining the moderating role of service brand authenticity in the relationship of imperfect experiences and satisfaction	6
Reimagining service provider influence: how they embrace and promote sustainability	6
AI integration in service delivery: enhancing business and sustainability performance amid challenges	6
Enhancing affective commitment through gamified services of luxury brands: role of game mechanics and self-congruity	6
Customer incivility and employee outcomes in the new service marketplace	6
Macroservicing: a commentary on services as constructive engagement for sustainable peace, prosperity and well-being	6
Service system resilience under resource scarcity: from vulnerability to balanced centricity	6
Does status demotion in hierarchical loyalty programs foster relationship fading?	6
The transformative potential of AI-enabled personalization across cultures	6
Utilitarian motivations to engage with travel websites: an interactive technology adoption model	6
The effects of influencer endorsement services on crowdfunding campaigns	6
The role of organizational resilience in SME service innovation and value cocreation	6
Viewpoint: designing transformative service to overcome eudaimonic-hedonic outcome conflict	6
Reducing front-line service providers’ economic vulnerability: online customer acquisition in the sex trade	6
How do influencers’ characteristics affect followers’ stickiness and well-being in the social media context?	6
Viewpoint: the evolving landscape of peer review	6
Decoding influencer authenticity: the CueSphere model of extrinsic cues	5
How does service description contribute to peer-to-peer service satisfaction? Consumer clout matters	5
Value co-creation in services for animal companions	5
Understanding sustainable service ecosystems: a meso-level perspective	5
Low-income consumers’ informal and formal financial service experiences: perceptions of access, inclusion, and social dependence	5
Comparing human and synthetic data in service research: using augmented language models to study service failures and recoveries	5
Visual servicescape analytics: design style and demand in Airbnb from unstructured data	5
Engraving customer experiences through digital technologies	5
Understanding consumer perceptions and attitudes toward smart retail services	5
Commentary: the unintended consequences of digital service technologies	5
The possibilities of resilience for service organisations	5
Guest editorial: The Triple-A framework for serving humanity with service research	5
Exploring interactions between commuters with disabilities and transport service providers	5
SDG commentary: collaboration services for sustainable development goal (SDG) partnerships	5
Service employees’ flirting type and customers’ outcomes in luxury and non-luxury restaurants	5
Editorial: business education in profound disruption	5
Service employees’ STARA awareness and proactive service performance	5
The influence of the physical work environment on retail employees	5
Guest editorial: Critiques and conflicts in service research: suggestions for redefining the marketing of goods and services as a business discipline	5
Videogames-as-a-service: converting freemium- to paying-users through pop-up advertisement value	4
A dignity-vulnerability approach framework to maximize well-being outcomes by transformative service initiatives (TSIs)	4
Responsibilization during uncontrollable events: understanding how consumers assign and accept responsibility for service employee welfare	4
Can you ask “too much” of your customers?	4

Impacts of humour use and humour-endorsing climate on job stress and satisfaction among frontline healthcare service employees	4
A systematic literature review of service-related research on refugees	4
Transforming health-care service through consumer co-creation: directions for service design	4
Viewpoint: forever young-Gay men and cosmetic medical treatments	4
Viewpoint: applying pragmatism to stimulate service research and practice – a European perspective	4
SDG editorial: improving life on planet earth – a call to action for service research to achieve the sustainable development goals (SDGs)	4
Keep fighting or give up? An investigation of consumer regret over repetitive failures in weight loss services	4
Cite me! Perspectives on coercive citation in reviewing	4
Customer engagement behaviors on physical and virtual engagement platforms	4
Beyond the individual: rethinking vulnerability across ecosystems	4
Consumer effort in service encounters: the overlooked impact of surface acting	4
Editorial: Embracing the future of services marketing	4
SDG commentary: economic services for work and growth for all humans	4
Mediating roles of frontline employees in transformative service processes	4
Gift card types and willingness to spend more	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
Metaverse: shifting the reality of services	4
Using PLS-SEM and XAI for causal-predictive services marketing research	4
Resisting the market logic: surrogate mother experiences of embodied service provision	4
Necessary evil: a strategy to manage dysfunctional customer behavior	4