Journal of Services Marketing

Article	Citations
Commentary: “Back to the future” or “trapped in the future”? The future of services practice and research	76
When AI becomes afterlife: psychological factors driving acceptance of thanabots services	64
Towards a conceptualization of becoming an unexpected transformative service mediator: a process view in educational services	60
Invisible rules: how institutional voids in base-of-the-pyramid markets influence adoption and diffusion of transformative service innovations	52
Here today, gone tomorrow: services and their potential for permanent perishability	48
Improving health service design and delivery for men: does gender targeting matter?	43
Different shades of sharing in the sharing economy: a prototype theory approach	39
Customer incivility, surface acting, burnout and well-being in gen Z hairdressers	39
From service to social innovation with a service-dominant logic approach	35
SDG commentary: service ecosystems with the planet - weaving the environmental SDGs with human services	34
In-store augmented reality experiences and its effect on consumer perceptions and behaviour	34
The sorrows of methods researchers	33
Multisensory healing: transformative service encounters in nonpharmacological therapies for cancer patients’ well-being	32
Unveiling barriers and opportunities for LGBTQIA+ customer’s financial well-being	31
A bicultural perspective on professional service providers’ pro bono motivations	31
Enhancing phygital employee experience in high-involvement professional service organizations	30
Can service technologies make you feel justice like human agents?	29
Viewpoint: advancing service design with practitioners’ insights	29
Usage behavior of mHealth service users in Australia: do user demographics matter?	29
Editorial: Marketing and consumer research at the intersection of services and public policy	28
A voice for the silent: uncovering service exclusion practices	28
Patient-centered care in practice: hospital and online primary care settings	27
Witnessing justice in action: how emotions, moral identity and commitment shape third-party reactions to service recovery	27
Enhanced review facilitation service for C2C support: machine learning approaches	27
Linking person–job fit and intrinsic motivation to salespeople’s service innovative behavior	27

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
Experience identification: connecting online engagement to offline loyalty	26
Value destruction: the ugly side of virtual agents	24
Emotional AI as a facilitator of co-created service value in a health-care ecosystem: a collective framework	24
The impact of AI recommendation quality on service satisfaction: the moderating roles of standardization and customization	24
Robotic technologies and well-being for older adults living at home	24
Transformative service research for human well-being: contextual challenges, place-based framework and SDGs	23
Authenticity matters: investigating virtual tours’ impact on curiosity and museum visit intentions	23
Unexpected utilization of servicescape dimensions to support customers experiencing vulnerabilities	23
Customer service co-creation literacy for better service value: evidence from the health-care sector	23
How customer incivility affects organization citizenship behavior: roles of depersonalization, resilience, and caring climate	23
Editorial: Well-being in service research: positioning decent work at the heart of sustainable service ecosystems	22
Chatbots, service failure recovery, and online customer experience through lenses of frustration – aggression theory and signaling theory	21
Editorial: The limits of a service-dominated economy: the case for reindustrialization	21
Research note: conceptualizing agentic luxury in luxury services	20
Working it out: service displacement and the dynamics of consumer adaptation	20
Commentary – The ServCollab Perspective on Elevating Human Experience	19
Service inclusion for tourists with disabilities: scale development and validation	19
How and for whom does customer incivility affect employee outcomes? A three-wave survey	18
Circular service innovation: a value co-creation practices approach	18
The service empowerment model: a collaborative approach to reducing vulnerability	17
Revisiting consumer socialization: a conceptual framework for phygital services	17
Resistance of facial recognition payment service: a mixed method approach	16
Social mindfulness as an institutional arrangement to promote service employee well-being	16
When service becomes surveillance: pressures in FLE guardianship	16
Editorial: Interdisciplinary research in services marketing	16
Online value co-creation during the “dreaming” phase, brand image and uncertainty avoidance	16
The impact of social media use on customer experiences within physical service environments	15
The role of information for the customer journey in mobile food ordering apps	15
The gloomy side of value co-creation for service employees	15
Editorial: The end of an era: the decline of retail tourism in American cities	14
Greenwashing and brand avoidance: examining green scepticism, green perceived risk, and green consumer confusion	14
The interplay between physical and social servicescape: investigating negative CCI	14
Wither vulnerable consumers? Meaningful dialogue about marketplace vulnerability	13
Permissibility vs. Feasibility: AI in service from a CX perspective	13
Service robot acceptance in museums: an empirical study using the service robot acceptance model (sRAM)	13
Antecedents and consequences of consumer hope for digital payment apps services	13
Co-creating customer experiences in service ecosystems: a study in a tourist destination	13
Decent yet indecent! Unveiling dual realities of fairwork in India’s ride-hailing sector	13
Unpacking task-technology fit: how hotel booking mobile applications’ agility and resilience strengthen trust and stickiness	12
Alexa, may I adopt you? The role of voice assistant empathy and user-perceived risk in customer service delivery	12
Erratum: Unpacking task–technology fit: how hotel booking mobile applications’ agility and resilience strengthen trust and stickiness	12
An exploration of financial services digital encounters in developing countries	12
From static to smart: AI-generated dynamic scales for contextual marketing measurement	12
Investigating the role of metaverse influencers’ attributes for the next generation of services	12
Can corporate social responsibility and recovery justice restore customer identification following service failure?	12
From self-motivated trials to risk-taking: how older consumers change after engaging with innovative technologies	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	11

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
Seeking thrills during a crisis? A TSR and hierarchy of effects perspective of the transformative potential of travel	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
Reimagining the servicescape: a systematic review and multi-stakeholderconceptual framework	11
Elevating service research in Africa	11
Online shopping acceptance among elderly consumers in Latin America	11
From anxiety to assurance: a mixed-methods journey into service innovation, trust and customer relationships	11
Co-creating inclusive public services with customers experiencing vulnerability	10
Helping the organization but harming customers: a social identity perspective of unethical pro-organizational behavior	10
The inclusion delusion: service research’s dangerous disconnect from disabled reality	10
Phygital service research (PSR): advancing FSR and TSR toward human-first experience design in hybrid physical-digital ecosystems	10
Viewpoint: from Star Trek to “Service Trek”: these are the voyages of the service community	10
Out of the public eye: the art of redirection in webcare apologies	10
Empowering African student workers in Poland’s fast-food industry: pathways to fair and supportive work	10
Immigrant customers’ service encounters: a thematic analysis and fsQCA study	10
Which loyalty program do customers prefer: a coalition program or a single-firm program?	10
Service-informed marketing reform	10
Sustainable influencer services meet luxury: a risky match	10
The impact of perceived crowding on customers’ desire for revenge in service failure situations and its underlying mechanisms	9
Men’s transformative health service use: rethinking customer experience of vulnerability	9
Liminal digital birthspaces: social media and consumer proactivity for well-being	9
Lifetime deals: the role of software service offering in convincing consumers	9
Comprehending roles of virtual service assistant’s warmth and competence for service co-creation versus service recovery	9
Addressing spillover dynamics: an actionable framework for tackling brand free-riding on P2P service platforms	9
Marketing inclusive banking services to financially vulnerable consumers: a service design approach	9
Critical examination of academic marketing and service research’s philosophical foundation	9
Flirting in service encounters: does the server’s sex matter?	9
Seeking the resilience of service firms: a strategic learning process based on digital platform capability	9
Understanding consumers’ value co-creation and value co-destruction with augmented reality service marketing	8
Enhancing CSR and purchase intent in service recovery: investigating the interplay of prosocial compensation, hedonic and luxury purchases	8
Call it robot: anthropomorphic framing and failure of self-service technologies	8
Exploring servicescape experiences across museum types	8
How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?	8
Actor’s personality traits and value co-creation (VCC) – evidence from the service sector	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
Receive help from friends: the buffer effect of social support on backfires of gamification	8
Publisher’s note	8
The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem	8
Editorial: Reimagine service research and practice: spotlight on Kennesaw State University research	7
Biophilia in servicescapes – review, reconciliation and reflections	7
Digital unity or tribal echo chambers? Paradoxes in online residential communities	7
The hidden power of anticipated regret: how it shapes switching barrier-based service retention decisions	7
From search to support: the role of UGC in stigmatized consumers’ mental health treatment journeys	7
Service mega-disruptions: a conceptual model and research agenda	7
Effective complaint management on social networks: the impact of response strategy, type and account on consumer reactions	7
Reimagining third places: the role of GenAI robots in shaping interaction and trust in a polarized society	6
Subordinated service environments: how branding can create unintentional service exclusion	6
Where is customer experience (CX) research heading? A personal commentary	6
Filling in the gaps: a service ecosystem perspective on purchase groups as interstitial markets	6
Psychological comfort and customer engagement in services: mediating role of relationship quality	6
Service work, gender, and well-being: the role of customer behaviour in shaping the experiences of female drivers	6
How can service organizations build resilience by leveraging capabilities and service worker team knowledge?	6
Editorial: Designing for complexity and regeneration: new perspectives in service design	6
Feeding trust: exploring key drivers, moderators and consequences related to food app usage	6
Consumer response to failure by service robots: the role of anticipatory guilt	6
Beyond generations: an extended lifespan approach to service segmentation	6
Viewpoint: the evolving landscape of peer review	6
Editorial: Stop saying “vulnerable consumers/customers”!	6
Digitalization of service delivery and patient engagement in healthcare: a complementarity perspective	6
Strategising for the circular economy through servitisation	6
Enhancing affective commitment through gamified services of luxury brands: role of game mechanics and self-congruity	6
Psychological strain in service robot encounters: dual pathways to customer value co-destruction	6
The effects of influencer endorsement services on crowdfunding campaigns	5
Research progress in service automation: a critical review of consumer behavior in tourism and hospitality	5
Reimagining service provider influence: how they embrace and promote sustainability	5
Responding to illegitimate negative reviews: how defensive responses affect purchase intentions	5
Macroservicing: a commentary on services as constructive engagement for sustainable peace, prosperity and well-being	5
Viewpoint: designing transformative service to overcome eudaimonic-hedonic outcome conflict	5
Utilitarian motivations to engage with travel websites: an interactive technology adoption model	5
The transformative potential of AI-enabled personalization across cultures	5
Consumer vulnerability within digital platforms as service ecosystems	5
Does status demotion in hierarchical loyalty programs foster relationship fading?	5
Smiles that persuade: the power of perceived status and source	5
How do influencers’ characteristics affect followers’ stickiness and well-being in the social media context?	5
Exploring the role of service modularity in facilitating value co-creation: insights from knowledge-intensive business services	5
How does service description contribute to peer-to-peer service satisfaction? Consumer clout matters	4
I can’t get satisfaction: examining the moderating role of service brand authenticity in the relationship of imperfect experiences and satisfaction	4

Service employees’ STARA awareness and proactive service performance	4
Comparing human and synthetic data in service research: using augmented language models to study service failures and recoveries	4
Cite me! Perspectives on coercive citation in reviewing	4
The possibilities of resilience for service organisations	4
Guest editorial: The Triple-A framework for serving humanity with service research	4
Contemplative mindfulness and its influence on firm service performance: a configurational analysis	4
Visual servicescape analytics: design style and demand in Airbnb from unstructured data	4
Service system resilience under resource scarcity: from vulnerability to balanced centricity	4
Caregivers as transformative service mediators: navigating vulnerability and well-being	4
The role of organizational resilience in SME service innovation and value cocreation	4
AI integration in service delivery: enhancing business and sustainability performance amid challenges	4
Low-income consumers’ informal and formal financial service experiences: perceptions of access, inclusion, and social dependence	4
Decoding influencer authenticity: the CueSphere model of extrinsic cues	4
AI isn’t everything: a call for human-centric service research	4
Exploring interactions between commuters with disabilities and transport service providers	4
Service employees’ flirting type and customers’ outcomes in luxury and non-luxury restaurants	4
Reducing front-line service providers’ economic vulnerability: online customer acquisition in the sex trade	4
The impact of physical doll companions on solo diners’ restaurant attachment	4
SDG commentary: collaboration services for sustainable development goal (SDG) partnerships	4
Guest editorial: Critiques and conflicts in service research: suggestions for redefining the marketing of goods and services as a business discipline	4
The influence of the physical work environment on retail employees	4
The Reasonable Accommodation Management Plan (RAMP) to greater service experience for vulnerable consumers	4
Decent work and core labour standards: how to achieve effectiveness?	4
Engraving customer experiences through digital technologies	4