Journal of Services Marketing

Article	Citations
Editorial: the “nip and tuck” service framework: bright and dark side of beautification/modification services	63
Improving health service design and delivery for men: does gender targeting matter?	54
Invisible rules: how institutional voids in base-of-the-pyramid markets influence adoption and diffusion of transformative service innovations	52
Commentary: “Back to the future” or “trapped in the future”? The future of services practice and research	51
User-defined ecosystems in health and social care	50
When AI becomes afterlife: psychological factors driving acceptance of thanabots services	46
In this together: the long-term effect of a collective crisis on the retail and service sector	44
Here today, gone tomorrow: services and their potential for permanent perishability	40
In-store augmented reality experiences and its effect on consumer perceptions and behaviour	39
From service to social innovation with a service-dominant logic approach	37
A voice for the silent: uncovering service exclusion practices	36
WOW, the make-up AR app is impressive: a comparative study between China and South Korea	36
Usage behavior of mHealth service users in Australia: do user demographics matter?	33
The sorrows of methods researchers	33
Linking person–job fit and intrinsic motivation to salespeople’s service innovative behavior	33
The impact of AI recommendation quality on service satisfaction: the moderating roles of standardization and customization	27
A bicultural perspective on professional service providers’ pro bono motivations	27
Patient-centered care in practice: hospital and online primary care settings	25
Multisensory healing: transformative service encounters in nonpharmacological therapies for cancer patients’ well-being	25
Enhanced review facilitation service for C2C support: machine learning approaches	24
Service experience lies in the eye of the beholder: contextualizing extant literature toward integrating eye-tracking in service research	24
Service encounter and value co-creation in fundraising activities at the NPO sector	24
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
Experience identification: connecting online engagement to offline loyalty	23

Unveiling barriers and opportunities for LGBTQIA+ customer’s financial well-being	22
Can service technologies make you feel justice like human agents?	22
SDG commentary: service ecosystems with the planet - weaving the environmental SDGs with human services	20
Viewpoint: shaping resilient service ecosystems in times of crises – a trans-Tasman perspective	20
Emotional AI as a facilitator of co-created service value in a health-care ecosystem: a collective framework	20
Neurophysiological responses to robot–human interactions in retail stores	19
Digital transformation for crisis preparedness: service employees’ perspective	18
Authenticity matters: investigating virtual tours’ impact on curiosity and museum visit intentions	18
How customer incivility affects organization citizenship behavior: roles of depersonalization, resilience, and caring climate	18
Customer service co-creation literacy for better service value: evidence from the health-care sector	18
Robotic technologies and well-being for older adults living at home	18
Circular service innovation: a value co-creation practices approach	17
Working it out: service displacement and the dynamics of consumer adaptation	17
The service empowerment model: a collaborative approach to reducing vulnerability	17
Editorial: The limits of a service-dominated economy: the case for reindustrialization	17
Commentary – The ServCollab Perspective on Elevating Human Experience	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	17
Online value co-creation during the “dreaming” phase, brand image and uncertainty avoidance	16
Research note: conceptualizing agentic luxury in luxury services	16
Editorial: Interdisciplinary research in services marketing	16
Service inclusion for tourists with disabilities: scale development and validation	16
The role of information for the customer journey in mobile food ordering apps	16
The interplay between physical and social servicescape: investigating negative CCI	16
The impact of social media use on customer experiences within physical service environments	15
Editorial: The end of an era: the decline of retail tourism in American cities	15
The impact of value co-creation in sustainable services: understanding generational differences	15
Resistance of facial recognition payment service: a mixed method approach	15
The gloomy side of value co-creation for service employees	15
Patients’ experience sharing with online social media communities: a bottom-of-the-pyramid perspective	14
Antecedents and consequences of consumer hope for digital payment apps services	14
The impact of “capitalization” social support services on student-athlete well-being	14
Wither vulnerable consumers? Meaningful dialogue about marketplace vulnerability	14
Co-creating customer experiences in service ecosystems: a study in a tourist destination	14
Addressing customer misbehavior contagion in access-based services	14
Permissibility vs. Feasibility: AI in service from a CX perspective	14
From static to smart: AI-generated dynamic scales for contextual marketing measurement	13
Can corporate social responsibility and recovery justice restore customer identification following service failure?	13
Reimagining the servicescape: a systematic review and multi-stakeholderconceptual framework	13
Service robot acceptance in museums: an empirical study using the service robot acceptance model (sRAM)	13
Advocating for consumers experiencing vulnerability: a typology and research agenda	13
Alexa, may I adopt you? The role of voice assistant empathy and user-perceived risk in customer service delivery	12
Investigating the role of metaverse influencers’ attributes for the next generation of services	12
Which loyalty program do customers prefer: a coalition program or a single-firm program?	12
Co-creating inclusive public services with customers experiencing vulnerability	12
I am supported: the influence of social network on customers in game live streaming	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	11
To share or not to share screens with customers? Lessons from learning theories	11
“Is it all just lip service?”: on Instagram and the normalisation of the cosmetic servicescape	11

Viewpoint: from Star Trek to “Service Trek”: these are the voyages of the service community	10
Service-informed marketing reform	10
Comprehending roles of virtual service assistant’s warmth and competence for service co-creation versus service recovery	10
The inclusion delusion: service research’s dangerous disconnect from disabled reality	10
Men’s transformative health service use: rethinking customer experience of vulnerability	10
Viewpoint: the need to evolve to a service logic mindset in Latin America	10
Immigrant customers’ service encounters: a thematic analysis and fsQCA study	10
Helping the organization but harming customers: a social identity perspective of unethical pro-organizational behavior	10
Out of the public eye: the art of redirection in webcare apologies	10
Lifetime deals: the role of software service offering in convincing consumers	9
Towards a theory of well-being in digital sports viewing behavior	9
Critical examination of academic marketing and service research’s philosophical foundation	9
Liminal digital birthspaces: social media and consumer proactivity for well-being	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
Flirting in service encounters: does the server’s sex matter?	9
AI-enhanced literature reviews: liberating scholars for impact in service marketing	9
Marketing inclusive banking services to financially vulnerable consumers: a service design approach	9
Seeking the resilience of service firms: a strategic learning process based on digital platform capability	9
Editorial: Stop saying “vulnerable consumers/customers”!	8
Exploring servicescape experiences across museum types	8
From search to support: the role of UGC in stigmatized consumers’ mental health treatment journeys	8
The role of reciprocity and reputation in service relationships with arts organisations	8
Service mega-disruptions: a conceptual model and research agenda	8
Biophilia in servicescapes – review, reconciliation and reflections	8
Longitudinal upgrades and asymmetric effects of satisfaction and perceived-value	8
Enhancing CSR and purchase intent in service recovery: investigating the interplay of prosocial compensation, hedonic and luxury purchases	8
How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?	8
Publisher’s note	8
Strategising for the circular economy through servitisation	7
How can service organizations build resilience by leveraging capabilities and service worker team knowledge?	7
Subordinated service environments: how branding can create unintentional service exclusion	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
Digitalization of service delivery and patient engagement in healthcare: a complementarity perspective	7
Can Alexa serve customers better? AI-driven voice assistant service interactions	7
Mental conversion: a customer service strategy impacting shopping experiences	6
Viewpoint: the evolving landscape of peer review	6
Consumer response to failure by service robots: the role of anticipatory guilt	6
Customer incivility and employee outcomes in the new service marketplace	6
The impact of physical doll companions on solo diners’ restaurant attachment	6
Enhancing affective commitment through gamified services of luxury brands: role of game mechanics and self-congruity	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
How do influencers’ characteristics affect followers’ stickiness and well-being in the social media context?	6
Utilitarian motivations to engage with travel websites: an interactive technology adoption model	6
I can’t get satisfaction: examining the moderating role of service brand authenticity in the relationship of imperfect experiences and satisfaction	6
Editorial: Designing for complexity and regeneration: new perspectives in service design	6
Psychological comfort and customer engagement in services: mediating role of relationship quality	6
The transformative potential of AI-enabled personalization across cultures	6
Responding to illegitimate negative reviews: how defensive responses affect purchase intentions	6
Does status demotion in hierarchical loyalty programs foster relationship fading?	6
Service employees’ STARA awareness and proactive service performance	5
Exploring interactions between commuters with disabilities and transport service providers	5
Exploring the role of service modularity in facilitating value co-creation: insights from knowledge-intensive business services	5
Viewpoint: designing transformative service to overcome eudaimonic-hedonic outcome conflict	5
Reimagining service provider influence: how they embrace and promote sustainability	5
Decoding influencer authenticity: the CueSphere model of extrinsic cues	5
Commentary: the unintended consequences of digital service technologies	5
AI integration in service delivery: enhancing business and sustainability performance amid challenges	5
The role of organizational resilience in SME service innovation and value cocreation	5
Service system resilience under resource scarcity: from vulnerability to balanced centricity	5
Reducing front-line service providers’ economic vulnerability: online customer acquisition in the sex trade	5
Visual servicescape analytics: design style and demand in Airbnb from unstructured data	5
Understanding consumer perceptions and attitudes toward smart retail services	5
Engraving customer experiences through digital technologies	5
Value co-creation in services for animal companions	5
The effects of influencer endorsement services on crowdfunding campaigns	5
Macroservicing: a commentary on services as constructive engagement for sustainable peace, prosperity and well-being	5
Service employees’ flirting type and customers’ outcomes in luxury and non-luxury restaurants	5
How does service description contribute to peer-to-peer service satisfaction? Consumer clout matters	5
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
SDG commentary: collaboration services for sustainable development goal (SDG) partnerships	4
Understanding sustainable service ecosystems: a meso-level perspective	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
Responsibilization during uncontrollable events: understanding how consumers assign and accept responsibility for service employee welfare	4
Guest editorial: The Triple-A framework for serving humanity with service research	4
Customer engagement behaviors on physical and virtual engagement platforms	4

Comparing human and synthetic data in service research: using augmented language models to study service failures and recoveries	4
The possibilities of resilience for service organisations	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
Low-income consumers’ informal and formal financial service experiences: perceptions of access, inclusion, and social dependence	4
Cite me! Perspectives on coercive citation in reviewing	4
The influence of the physical work environment on retail employees	4
Can you ask “too much” of your customers?	4
A systematic literature review of service-related research on refugees	4
Keep fighting or give up? An investigation of consumer regret over repetitive failures in weight loss services	4