Journal of Services Marketing

Article	Citations
Artificial intelligence: disrupting what we know about services	100
Viewpoint: The impact of coronavirus on service ecosystems as service mega-disruptions	95
AI voice bots: a services marketing research agenda	74
E-service quality on live streaming platforms: swift guanxi perspective	72
Twenty-seven years of service research: a literature review and research agenda	60
Who do you choose? Comparing perceptions of human vs robo-advisor in the context of financial services	48
Financial services experience and consumption in Nigeria	46
Customer brand engagement during service lockdown	40
Exploring how internet services can enhance elderly well-being	39
Viewpoint: service marketing research priorities	35
Going with the flow: smart shopping malls and omnichannel retailing	34
New directions for service research: refreshing the process of theorizing to increase contribution	28
Commentary: future directions of the service discipline	27
A critical analysis of service ecosystems research: rethinking its premises to move forward	27
Eye for an eye? Frontline service employee reactions to customer incivility	26
Value creation and destruction in social marketing services: a review and research agenda	24
Service authenticity and its effect on positive emotions	23
The role of customer experience in the perceived value–word-of-mouth relationship	22
The 4Cs of mass customization in service industries: a customer lens	22
Transformative service research at the BoP: the case of Etawa goat farmers in Indonesia	22
Health literacy and its effects on well-being: how vulnerable healthcare service users integrate online resources	22
Why do older consumers avoid innovative products and services?	22
The robot-to-robot service encounter: an examination of the impact of inter-robot warmth	21
WOW, the make-up AR app is impressive: a comparative study between China and South Korea	21
Direct and indirect negatively valenced engagement behavior	21

Mobile payment adoption in Latin America	21
The institutional turn in service research: taking stock and moving ahead	21
Editorial: service research in the new (post-COVID) marketplace	20
Industry 4.0 in services: challenges and opportunities for value co-creation	19
Customer perceptions of frontline employees’ extra-role helping behaviors	19
Customer incivility, rapport and tipping: the moderating role of agreeableness	19
Consumers experiencing vulnerability: a state of play in the literature	19
Mapping of Journal of Services Marketing themes: a retrospective overview using bibliometric analysis	18
Customer engagement in online service brand communities	17
Customer incivility and employee outcomes in the new service marketplace	17
Improving service brand personality with augmented reality marketing	17
The value disruption of uncivil other-customers during online service recovery	17
Driving users’ behaviours and engagement in co-creating services	17
Enabling transformative value creation through online weight loss services	17
Transformation of the hospitality services marketing structure: a chaos theory perspective	17
Consumers’ perceptions of food ethics in luxury dining	16
Can Alexa serve customers better? AI-driven voice assistant service interactions	16
Unintended negative consequences of loyalty programs: endowed vs earned loyalty	15
Service environment research opportunities	15
The indirect experience of nature: biomorphic design forms in servicescapes	15
Information processing by elderly consumers: a five-decade review	15
Utilitarian motivations to engage with travel websites: an interactive technology adoption model	14
Value co-creation activities in retail ecosystems: well-being consequences	14
Legitimate and illegitimate consumer complaining behavior: a review and taxonomy	14
Authenticity, rapport and interactional justice in frontline service: the moderating role of need for uniqueness	14
Editorial: When service technologies and human experiences intersect	14
Editorial: Research priorities in the new service marketplace	14
Social media engagement, service complexity, and experiential quality in US hospitals	14
Customer ecosystems: exploring how ecosystem actors shape customer experience	14
Elderly customers’ reactions to service failures: the role of future time perspective, wisdom and emotional intelligence	13
Understanding sources of financial well-being in Romania: a prerequisite for transformative financial services	13
Videogames-as-a-service: converting freemium- to paying-users through pop-up advertisement value	13
Buffering negative impacts of jaycustomer behavior on service employees	13
Customer captivity, negative word of mouth and well-being: a mixed-methods study	13
Introducing relational dialectics on actor engagement in the social media ecosystem	13
Institutional change and routine dynamics in service ecosystems	13
Servicing through digital interactions andwell-being in virtual communities	12
Street vending: transformative entrepreneurship for individual and collective well-being	12
The impact of value co-creation in sustainable services: understanding generational differences	12
Understanding consumer perceptions and attitudes toward smart retail services	12
Balancing service inclusion for primary and secondary customers experiencing vulnerabilities	12
Well-being in later life: a life course perspective	12
“Is it all just lip service?”: on Instagram and the normalisation of the cosmetic servicescape	11
Relationship between retailers’ return policies and consumer ratings	11
Consumer responses to environmental corporate social responsibility and luxury	11
Right to health and access to health-care services for refugees in Turkey	11
Can both entrepreneurial and ethical leadership shape employees’ service innovative behavior?	11
Guest editorial: Solving problems for service consumers experiencing vulnerabilities: a marketplace challenge	10
Viewpoint: shaping resilient service ecosystems in times of crises – a trans-Tasman perspective	10
Understanding self-service technology adoption by “older” consumers	10

Improving base-of-the-pyramid consumer welfare through mobile technology services	9
Editorial: Opportunities in the new service marketplace	9
Age identity, stereotypes and older consumers’ service experiences	9
The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem	9
Collaborative space: framework for collaborative consumption and the sharing economy	9
Mobile contextual marketing in a museum setting	9
Co-creating value in post-communists contexts: capability perspective	9
Shaping service delivery through faith-based service inclusion: the case of the Salvation Army in Zambia	9
Service inclusion: the role of disability identity in retail	9
Using linguistics to inform influencer marketing in services	9
How perceptions of firm environmental and social values influence frontline employee outcomes	9
The impact of eudaimonic well-being on experience and loyalty: a tourism context	8
Frontline employee age and customer mistreatment: a meta-analysis	8
Customer effort in mandatory and voluntary value cocreation: a study in a health care context	8
“There is no place like my mall”: consumer reactions to the absence of mall experiences	8
Made for each other? Psychological contracts and service brands evaluations	8
Network well-being from a balanced centricity perspective	8
Marketing inclusive banking services to financially vulnerable consumers: a service design approach	8
A typology of conspicuous donation on Facebook	8
Does emotional labor color service actions in customer buying?	8
Characterizing well-being capabilities in services	8
Difficulty is a possibility: turning service recovery into e-WOM	7
Professionals’ interpersonal communications style: does it matter in building client psychological comfort?	7
Resistance of facial recognition payment service: a mixed method approach	7
How anthropomorphic cues affect reactions to service delays	7
The transformational potential of Latin American retail experiences	7
The effect of mindfulness on service encounter quality	7
Viewpoint: Service products, development of service knowledge and our community’s target audience	7
Relational cohesion between users and smart voice assistants	7
A conceptual framework for transformative gamification services	7
Online student engagement and place attachment to campus in the new service marketplace: an exploratory study	7
A phenomenological exploration into sustainability in the foodservice industry in the MEA region	7
Vulnerability in in-vitro fertilisation transformative services: an interplay of individual and institutional factors	7
Companion cocreation: improving health service encounters of the elderly	7
Harnessing the waiting experience: anticipation, expectations and WOM	7
Understanding consumers’ live-streaming shopping from a benefit–risk perspective	7
Neurophysiological responses to robot–human interactions in retail stores	7
Necessary evil: a strategy to manage dysfunctional customer behavior	7
Service research: progress toward interdisciplinary collaboration	7
An exploration of the drivers of employee motivation to facilitate value co-creation	6
Guest editorial: age is a construct, not a characteristic	6
Reducing deviant consumer behaviour with service robot guardians	6
Transforming human trafficking rescue services in Nigeria: towards context-specific intersectionality and trauma-informed perspectives	6
Consumers with vulnerabilities: in-store satisfaction of visually impaired and legally blind	6
Patients’ experience sharing with online social media communities: a bottom-of-the-pyramid perspective	6
Human enhancement technologies and the future of consumer well-being	6
An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness	6
Effect of interactive marketing channels on service customer acquisition	6
Viewpoint: a primer for inclusive service marketing theory	6
Antecedents and consequences of consumer hope for digital payment apps services	6
Factors affecting the diffusion of mobile social network services in an aging society: value of informative, hedonic and ubiquitous services	6
Guest Editorial: Investigating the effect of the physical context on customer experience	6
Addressing customer misbehavior contagion in access-based services	5
The interplay between physical and social servicescape: investigating negative CCI	5
Towards a theory of well-being in digital sports viewing behavior	5
Promoting social resilience in service communities: a molecular biology perspective	5
Customer service co-creation literacy for better service value: evidence from the health-care sector	5
Defining and explicating value re-creation to solve marketplace problems for consumers with vulnerabilities	5
Editorial: the “nip and tuck” service framework: bright and dark side of beautification/modification services	5
Consumer responses to shopper solutions in service settings	5
Transforming the role of frontline service employees for cross-selling	5
Transformative place management (TPM) in commercial settings and business performance	5
Promoting customer engagement in service settings through identification	5
Use it or lose it: point expiration and status demotion	5
The role of salesperson emotional behavior in value proposition co-creation	5
Drivers of the experience value of mobile money transfer service: Senegaleseuser perspectives	5
How do actors coordinate for value creation? A signaling and screening perspective on resource integration	5
The effect of carers’ healthcare practices on the categorization of elderly patients as vulnerable	5
Why switch? The role of customer variety-seeking and engagement in driving service switching intention	5
Influence of social media posts on service performance	5
Learning from the resourceness blind spot for service innovation at the base of the pyramid	5
Commentary: the unintended consequences of digital service technologies	5
Talking bodies – an embodied approach to service employees’ work	5
A transformative service research perspective on caste-based discrimination in microcredit lending in India	5
Understanding innovativeness and commitment to sustainable service practices	5
The impact of “capitalization” social support services on student-athlete well-being	4
A systematic literature review of service-related research on refugees	4
The impact of social visibility of VIP services on satisfaction	4
Social entrepreneurs in service: motivations and types	4
Engraving customer experiences through digital technologies	4

Symbiotic relationships in educational services for vulnerable adolescents	4
Linking self-congruence and functional congruence to mobile health apps	4
Researcher or respondent: a personal commentary on ageing and the servicescape	4
User-defined ecosystems in health and social care	4
An imitation game – supervisors’ influence on customer sweethearting	4
Bereavement meanings and the conditions for successful social support service encounters	4
An investigation of influencer body enhancement and brand endorsement	4
How positive service experiences contribute to service captivity	4
Robotic technologies and well-being for older adults living at home	4
Learning self-efficacies influence on e-servicescapes: rethinking post-pandemic pedagogy	4
The effects of influencer endorsement services on crowdfunding campaigns	4
A voice for the silent: uncovering service exclusion practices	4
The role of blocked gratitude in non-voluntary tipping	4
Investigating the role of customer forgiveness following a double deviation	4
Reducing referral leakage: an analysis of health-care referrals in a service ecosystem	4
Commentary – The ServCollab Perspective on Elevating Human Experience	4
Transforming technology-mediated health-care services through strategic sense-giving	4
Signaling authenticity for frontline service employees	4
Editorial: business education in profound disruption	4
SafeCX: a framework for safe customer experience in omnichannel retailing	4
From service to social innovation with a service-dominant logic approach	4