Map** of Journal of Services Marketing themes: a retrospective overview using bibliometric analysis
Purpose Journal of services marketing (JSM) is a leading journal that has published cutting-
edge research in services marketing over the past 34 years. The main objective of this paper …
edge research in services marketing over the past 34 years. The main objective of this paper …
How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents
A personal intelligent agent (PIA) is a system that acts intelligently to assist a human using
natural language. Examples include Siri and Alexa. These agents are powerful computer …
natural language. Examples include Siri and Alexa. These agents are powerful computer …
Value co-creation and customer loyalty
FJ Cossío-Silva, MÁ Revilla-Camacho… - Journal of business …, 2016 - Elsevier
This research examines value co-creation and its effect on loyalty toward the organization
from both the attitudinal and behavioral viewpoint. To do so, this research uses the …
from both the attitudinal and behavioral viewpoint. To do so, this research uses the …
Frontline encounters of the AI kind: An evolved service encounter framework
Artificial intelligence (AI) is radically transforming frontline service encounters, with AI
increasingly playing the role of employee or customer. Programmed to speak or write like a …
increasingly playing the role of employee or customer. Programmed to speak or write like a …
A new theory for public service management? Toward a (public) service-dominant approach
This article argues that current public management theory is not fit for purpose—if it ever has
been. It argues that it contains two fatal flaws—it focuses on intraorganizational processes at …
been. It argues that it contains two fatal flaws—it focuses on intraorganizational processes at …
Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance
The tourism industry is characterized by high-contact services in which co-creation of
customers plays a major role. This paper develops a conceptual model of customer co …
customers plays a major role. This paper develops a conceptual model of customer co …
Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures
Emergent perspectives in marketing highlight new opportunities for co-opting customers as
a means to define and cocreate value through their participation. This study delineates and …
a means to define and cocreate value through their participation. This study delineates and …
EXQ: a multiple‐item scale for assessing service experience
P “Phil” Klaus, S Maklan - Journal of Service Management, 2012 - emerald.com
Purpose–The purpose of this paper is to conceptualize, construct, refine and empirically
validate a multiple‐item scale for measuring customers' service experience (EXQ) …
validate a multiple‐item scale for measuring customers' service experience (EXQ) …
Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment
This study empirically examined not only the relationship between perceived quality and
satisfaction/loyalty, but also the role of customer perceptions of atmospherics in an ethnic …
satisfaction/loyalty, but also the role of customer perceptions of atmospherics in an ethnic …
Managing engagement behaviors in a network of customers and stakeholders: Evidence from the nursing home sector
Firms striving for long-term profitability need to build stronger customer-firm relationships by
getting their customers more engaged with the firm. One path to this end is introducing …
getting their customers more engaged with the firm. One path to this end is introducing …