TOC: J Services Mar
Introduction
Journal of Services Marketing, 33(1)
Editorial
Rebekah Russell-Bennett and Mark Scott Rosenbaum
Introducing the transformative service mediator: value creation with vulnerable consumers
Raechel Johns and Janet Davey
Customer participation and service outcomes: mediating role of task-related affective well-being
Aswathy Asokan Ajitha, Piyush Sharma, Russel P.J. Kingshott, Upendra Kumar Maurya, and Arshinder Kaur
Empathy for service: benefits, unintended consequences, and future research agenda
Liliana L. Bove
Technology in use – characterizing customer self-service devices (SSDS)
Johanna Gummerus, Michaela Lipkin, Apramey Dube, and Kristina Heinonen
Triggers and motivators of privacy protection behavior on Facebook
Linda Alkire, Johannes Pohlmann, and Willy Barnett
Two routes of service modularization: advancing standardization and customization
Ida Gremyr, Aku Valtakoski, and Lars Witell
Making sense of customer service experiences: a text mining review
Dominik Mahr, Susan Stead, and Gaby Odekerken-Schröder
Viewpoint: conveying managerial relevance into service research
Philipp Phil Klaus
Managing informal service organizations at the base of the pyramid (BoP)
Javier Reynoso and Karla Cabrera
A viewpoint from the trenches
Paul Sergius Koku