Purpose This paper aims to document how AI has changed the way consumers make
decisions and propose how that change impacts services marketing, service research and …

Much practitioner attention is devoted to the concept of customer experience (CX)(Verhoef et
al. 2009). Forrester Research finds that CX is the current No. 1 priority of executives …

Purpose This study develops the idea of smart retailing, exemplified in innovative,
technology-enriched retail services as part of service-oriented strategies. In particular, the …

Purpose–This study aims to examine the relationships between customer satisfaction and a
variety of company performance metrics at the firm‐level of analysis. Design/methodology …

Increasing debate centers on the decreasing influence of the marketing department within
firms. This study investigates such influence and assesses its determinants and …

The American Marketing Association has updated its marketing definition and included
value for customers and customer relationships in the new definition. Moreover, marketing is …

Purpose–In today's competitive markets where market offerings are far more complicated
and customer interfaces are far broader than conventional marketing models assume …

This commentary offers reflections on how scholars can advance the marketing discipline
and contribute to the achievement of the United Nations Sustainable Development Goals …

Strategy identifies two primary sets of processes through which the firm creates value for its
customers by moving goods and information through marketing channels: demand-focused …

Purpose This paper aims to emphasize two key research priorities central to the domain of
service marketing. Design/methodology/approach Reflections based on conceptual analysis …