Journal of Services Marketing: Volume 38 Issue 6

Men’s transformative health service use: rethinking customer experience of vulnerability

Jacquie McGraw, Rebekah Russell-Bennett, Katherine M. White

Preventative health services are keen to identify how to engage men and increase their participation, thus improving health, well-being and life expectancy over time. Prior…

Presence: consumers’ different reactions to service and manufacturing firms with low CSR in social conduct

Hua Meng, Hannan Sadjady Naeeni

This study aims to explain why low social conduct in corporate social responsibility (SC-CSR), especially employee exploitation, has a stronger negative impact on consumer…

Filling in the gaps: a service ecosystem perspective on purchase groups as interstitial markets

Aditya Gupta, Sheila Roy, Renuka Kamath

Given the continuing need to study service marketing adaptations that emerged in the wake of Covid-19, this paper aims to look at the formation and evolution of purchase groups…

The transformative potential of AI-enabled personalization across cultures

Khalid Mehmood, Katrien Verleye, Arne De Keyser, Bart Lariviere

The widespread integration of artificial intelligence (AI)-enabled personalization has sparked a need for a deeper understanding of its transformative potential. To address this…

Understanding Muslim frontline employees’ perceived religious discrimination and emotional exhaustion

Walid Chaouali, Mohamed Yacine Haddoud, Mohamed Mousa, Ahmed Mohamed Elbaz, Narjess Aloui, Fawzi Dekhil

This study aims to investigate the impact of perceived subtle and overt discrimination on employees’ emotional exhaustion, along with potential mitigating factors such as social…

Exploring the role of the service provider in sharing economy services

Saeed Zal, Lin Guo, Chuanyi Tang, Junzhou Zhang

This paper aims to investigate the role of the service provider in determining customer satisfaction in sharing economy services. The authors sought to examine how the intrinsic…

Improving health service design and delivery for men: does gender targeting matter?

John M. Friend, Dana L. Alden

Consumer well-being in health-care settings is often undermined by information asymmetries, uncertainty and complex choices. Men are generally less motivated to adopt support…

Determinants of disengagement and negative customer engagement behaviour: expectancy disconfirmation and justice perspectives

Diem Khac Xuan Do, Jana Lay-Hwa Bowden

This study aims to identify the determinants of customer disengagement (CD) and negative customer engagement (NCE) behaviours following service failure.