Journal of Services Marketing

Article	Citations
Who do you choose? Comparing perceptions of human vs robo-advisor in the context of financial services	72
Financial services experience and consumption in Nigeria	70
Exploring how internet services can enhance elderly well-being	47
Going with the flow: smart shopping malls and omnichannel retailing	44
The role of customer experience in the perceived value–word-of-mouth relationship	34
Mobile payment adoption in Latin America	33
Improving service brand personality with augmented reality marketing	32
Can Alexa serve customers better? AI-driven voice assistant service interactions	30
WOW, the make-up AR app is impressive: a comparative study between China and South Korea	30
Mapping of Journal of Services Marketing themes: a retrospective overview using bibliometric analysis	30
Customer ecosystems: exploring how ecosystem actors shape customer experience	26
Service authenticity and its effect on positive emotions	26
The impact of value co-creation in sustainable services: understanding generational differences	26
Industry 4.0 in services: challenges and opportunities for value co-creation	25
Transformation of the hospitality services marketing structure: a chaos theory perspective	24
Consumers experiencing vulnerability: a state of play in the literature	24
Customer incivility and employee outcomes in the new service marketplace	24
Editorial: Research priorities in the new service marketplace	23
The robot-to-robot service encounter: an examination of the impact of inter-robot warmth	23
Videogames-as-a-service: converting freemium- to paying-users through pop-up advertisement value	21
Consumers’ perceptions of food ethics in luxury dining	19
Viewpoint: shaping resilient service ecosystems in times of crises – a trans-Tasman perspective	19
Customer engagement in online service brand communities	19
Editorial: When service technologies and human experiences intersect	18
Customer captivity, negative word of mouth and well-being: a mixed-methods study	18

Resistance of facial recognition payment service: a mixed method approach	18
Can both entrepreneurial and ethical leadership shape employees’ service innovative behavior?	18
Value co-creation activities in retail ecosystems: well-being consequences	17
Consumer responses to environmental corporate social responsibility and luxury	17
Understanding consumer perceptions and attitudes toward smart retail services	17
Utilitarian motivations to engage with travel websites: an interactive technology adoption model	17
“Is it all just lip service?”: on Instagram and the normalisation of the cosmetic servicescape	17
Authenticity, rapport and interactional justice in frontline service: the moderating role of need for uniqueness	16
Introducing relational dialectics on actor engagement in the social media ecosystem	15
Understanding consumers’ live-streaming shopping from a benefit–risk perspective	15
Balancing service inclusion for primary and secondary customers experiencing vulnerabilities	14
The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem	14
The impact of eudaimonic well-being on experience and loyalty: a tourism context	13
Understanding sources of financial well-being in Romania: a prerequisite for transformative financial services	13
Service inclusion: the role of disability identity in retail	13
Servicing through digital interactions andwell-being in virtual communities	13
Marketing inclusive banking services to financially vulnerable consumers: a service design approach	13
Right to health and access to health-care services for refugees in Turkey	13
Neurophysiological responses to robot–human interactions in retail stores	13
Business types matter: new insights into the effects of anthropomorphic cues in AI chatbots	12
Understanding self-service technology adoption by “older” consumers	12
Collaborative space: framework for collaborative consumption and the sharing economy	12
Guest editorial: Solving problems for service consumers experiencing vulnerabilities: a marketplace challenge	12
Antecedents and consequences of consumer hope for digital payment apps services	12
Necessary evil: a strategy to manage dysfunctional customer behavior	12
A transformative service research perspective on caste-based discrimination in microcredit lending in India	12
Exploring interactions between commuters with disabilities and transport service providers	11
The emperor’s new clothes: self-explorative engagement in virtual try-on service experiences positively impacts brand outcomes	11
Seeking the resilience of service firms: a strategic learning process based on digital platform capability	11
Improving base-of-the-pyramid consumer welfare through mobile technology services	11
A conceptual framework for transformative gamification services	11
Shaping service delivery through faith-based service inclusion: the case of the Salvation Army in Zambia	11
Patients’ experience sharing with online social media communities: a bottom-of-the-pyramid perspective	11
Co-creating value in post-communists contexts: capability perspective	11
Human enhancement technologies and the future of consumer well-being	10
Relational cohesion between users and smart voice assistants	10
Promoting customer engagement in service settings through identification	10
Editorial: Opportunities in the new service marketplace	10
Viewpoint: Service products, development of service knowledge and our community’s target audience	10
Transforming human trafficking rescue services in Nigeria: towards context-specific intersectionality and trauma-informed perspectives	10
“There is no place like my mall”: consumer reactions to the absence of mall experiences	10
How do actors coordinate for value creation? A signaling and screening perspective on resource integration	10
Addressing customer misbehavior contagion in access-based services	10
Why switch? The role of customer variety-seeking and engagement in driving service switching intention	10
Professionals’ interpersonal communications style: does it matter in building client psychological comfort?	10
A phenomenological exploration into sustainability in the foodservice industry in the MEA region	10
Guest editorial: age is a construct, not a characteristic	9
The role of information for the customer journey in mobile food ordering apps	9
SDG editorial: improving life on planet earth – a call to action for service research to achieve the sustainable development goals (SDGs)	9
Reducing deviant consumer behaviour with service robot guardians	9

Network well-being from a balanced centricity perspective	9
Drivers of the experience value of mobile money transfer service: Senegaleseuser perspectives	9
The effect of carers’ healthcare practices on the categorization of elderly patients as vulnerable	9
An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness	9
A typology of conspicuous donation on Facebook	9
Learning from the resourceness blind spot for service innovation at the base of the pyramid	8
From service to social innovation with a service-dominant logic approach	8
The interplay between physical and social servicescape: investigating negative CCI	8
Online student engagement and place attachment to campus in the new service marketplace: an exploratory study	8
The effect of mindfulness on service encounter quality	8
Customer effort in mandatory and voluntary value cocreation: a study in a health care context	8
Consumers with vulnerabilities: in-store satisfaction of visually impaired and legally blind	8
Cause for pause in retail service: a respond, reimagine, recover framework	8
Guest editorial: The Triple-A framework for serving humanity with service research	7
Use it or lose it: point expiration and status demotion	7
An exploration of the drivers of employee motivation to facilitate value co-creation	7
Defining and explicating value re-creation to solve marketplace problems for consumers with vulnerabilities	7
Vulnerability in in-vitro fertilisation transformative services: an interplay of individual and institutional factors	7
Difficulty is a possibility: turning service recovery into e-WOM	7
Guest Editorial: Investigating the effect of the physical context on customer experience	7
Commentary – The ServCollab Perspective on Elevating Human Experience	7
Customer service co-creation literacy for better service value: evidence from the health-care sector	7
SafeCX: a framework for safe customer experience in omnichannel retailing	7
The effects of influencer endorsement services on crowdfunding campaigns	7
Investigating the role of customer forgiveness following a double deviation	7
Editorial: Interdisciplinary research in services marketing	7
Well-being co-creation in service ecosystems: a systematic literature review	7
Commentary: the unintended consequences of digital service technologies	7
Linking self-congruence and functional congruence to mobile health apps	7
User-defined ecosystems in health and social care	7
Interaction value formation spaces: configurations of practice-theory elements in service ecosystems	7
Viewpoint: cost-effective health care developments and research opportunities in China, India and Singapore	7
Factors affecting the diffusion of mobile social network services in an aging society: value of informative, hedonic and ubiquitous services	6
Influence of social media posts on service performance	6
How positive service experiences contribute to service captivity	6
A voice for the silent: uncovering service exclusion practices	6
A dignity-vulnerability approach framework to maximize well-being outcomes by transformative service initiatives (TSIs)	6
Metaverse: shifting the reality of services	6
Imperfect produce: retailer actions and service outcomes	6
An investigation of influencer body enhancement and brand endorsement	6
Editorial: business education in profound disruption	6
Researcher or respondent: a personal commentary on ageing and the servicescape	6
Understanding innovativeness and commitment to sustainable service practices	6
Where is customer experience (CX) research heading? A personal commentary	6
Bereavement meanings and the conditions for successful social support service encounters	6
Promoting social resilience in service communities: a molecular biology perspective	6
Signaling authenticity for frontline service employees	6
The role of salesperson emotional behavior in value proposition co-creation	6
Engraving customer experiences through digital technologies	5
Usage behavior of mHealth service users in Australia: do user demographics matter?	5
Reconfiguration and transformation for resilience: building service organizations towards sustainability	5
Editorial: the “nip and tuck” service framework: bright and dark side of beautification/modification services	5
Value creation and destruction in the marketisation of human services	5
The impact of “capitalization” social support services on student-athlete well-being	5
Social entrepreneurs in service: motivations and types	5
Towards a theory of well-being in digital sports viewing behavior	5
Learning self-efficacies influence on e-servicescapes: rethinking post-pandemic pedagogy	5
Linking person–job fit and intrinsic motivation to salespeople’s service innovative behavior	5
Consumers’ decision-making self-efficacy for service purchases: construct conceptualization and scale	5
An imitation game – supervisors’ influence on customer sweethearting	5
The impact of social visibility of VIP services on satisfaction	5
Exoskeletons at your service: a multi-disciplinary structured literature review	5
SDG commentary: collaboration services for sustainable development goal (SDG) partnerships	5
Viewpoint: forever young-Gay men and cosmetic medical treatments	5
The impact of service climate on gratitude in driving customer outcomes	5
How do influencers’ characteristics affect followers’ stickiness and well-being in the social media context?	5
Transforming the role of frontline service employees for cross-selling	5
A systematic literature review of service-related research on refugees	5
Understanding sustainable service ecosystems: a meso-level perspective	5
Uncovering the reasons behind consumers’ shift from online to offline shopping	4
Exploring the fit between mobile application service and application privacy	4
Consumer effort in service encounters: the overlooked impact of surface acting	4
The influence of the physical work environment on retail employees	4
Digital transformation for crisis preparedness: service employees’ perspective	4
Enhanced review facilitation service for C2C support: machine learning approaches	4
Wellbeing implications of BoP marketing: a service ecosystem approach	4
Robotic technologies and well-being for older adults living at home	4
Commentary: enabling service wisdom for MEA organizations and society	4
Helping the organization but harming customers: a social identity perspective of unethical pro-organizational behavior	3
Improving service interactions through inclusive language for Sindh’s Sheedis	3

Which loyalty program do customers prefer: a coalition program or a single-firm program?	3
Transforming health-care service through consumer co-creation: directions for service design	3
Need for distinction moderates customer responses to preferential treatment	3
The effects of employee behavior in sustainable service organizations	3
Viewpoint: plotting a way forward for service research in and out of Africa	3
Service employees’ STARA awareness and proactive service performance	3
Guest Editorial: Expanding service research in the MEA (Middle East and Africa) region	3
The effects of companies’ face mask usage on consumers’ reactions in the service marketplace	3
Reducing inequalities through strengths-based co-creation: indigenous students’ capabilities and transformative service mediator practices	3
Alexa, may I adopt you? The role of voice assistant empathy and user-perceived risk in customer service delivery	3
Support for small businesses during a health crisis	3
Exploring servicescape experiences across museum types	3
Harmonious homegoings: alleviating consumer vulnerability through service fluidity and compassion	3
Service conversation: advisory, relational and transformative approaches	3
Viewpoint: applying pragmatism to stimulate service research and practice – a European perspective	3
Meeting of the minds: research priorities for value co-creation in dialogical conferences	3
Stepping up, stepping out: the elderly customer long-term health-care experience	3
In this together: the long-term effect of a collective crisis on the retail and service sector	3
Customer responses to service failures on social media	3
Understanding online retail brand equity: a cross-cultural perspective	3
Understanding how mindfulness sustains customer cocreation effort and transforms service value to well-being	3