J Service Man
Introduction
Journal of Service Management, 33(4/5)
INTEREST CATEGORY: SERVICE
POSTING TYPE: TOCs
Special issue: Opportunities and Challenges at the Crossroads of Communication and Services
Guest editors: Annouk Lievens, Peter Neijens, Patrick De Pelsmacker
Guest editorial: Opportunities and challenges at the crossroads of communication and services
—Annouk Lievens, Peter Neijens, Patrick De Pelsmacker []
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms
—Bart Larivière, Edith G. Smit []
Better together: involving consumers in the ideation, creation and dissemination of transformative value
—Nicola Bilstein, Peeter W.J. Verlegh, Jan Klostermann, Ezgi Akpinar []
Delineating transformative value creation through service communications: an integrative framework
—Rodoula H. Tsiotsou, Sandra Diehl []
Transformative value positioning for service brands: key principles and challenges
—Sara Leroi-Werelds, Jörg Matthes []
Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation
—Lerzan Aksoy, Alexander John Buoye, Maja Fors, Timothy Lee Keiningham, Sara Rosengren []
Communication in service ecosystems through value propositions: dilemmas and future research avenues
—Katrien Verleye, Bryan Reber []
Value co-creation through social media: a multistakeholder, communication perspective
—Silvia Ravazzani, Simon Hazée []
Crisis communication in service ecosystems: perspectives and future challenges
—Lorena Blasco-Arcas, Jesper Falkheimer, Mats Heide []
The role of public relations in shaping service ecosystems for social change
—Julia A. Fehrer, Jonathan J. Baker, Craig E. Carroll []
Opportunities for social activism in transformative service research: a research agenda
—Joona Keränen, Laura Olkkonen []
Technologies in service communication: looking forward
—Dominik Mahr, Jisu Huh []
Exploring the frontiers in reality-enhanced service communication: from augmented and virtual reality to neuro-enhanced reality
—Tim Hilken, Mathew Chylinski, Ko de Ruyter, Jonas Heller, Debbie Isobel Keeling []
Emotional communication by service robots: a research agenda
—Marc Becker, Emir Efendić, Gaby Odekerken-Schröder []
Affordances advancing user-created communication (UCC) in service: interactivity, visibility and anonymity
—Robert Ciuchita, Gustav Medberg, Valeria Penttinen, Christoph Lutz, Kristina Heinonen []
How communications by AI-enabled voice assistants impact the customer journey
—Dhruv Grewal, Abhijit Guha, Elisa Schweiger, Stephan Ludwig, Martin Wetzels []
The role of recommender systems in fostering consumers’ long-term platform engagement
—Ewa Maslowska, Edward C. Malthouse, Linda D. Hollebeek [Google Scholar]
The TRISEC framework for optimizing conversational agent design across search, experience and credence service contexts
—Vera Blazevic, Karim Sidaoui []
Customer interaction strategy, brand purpose and brand communities
—Bobby J. Calder []
Rethinking nonprofit service disintermediation through service communication interactions
—Sarah-Louise Mitchell, Moira K. Clark []
The role of proximity in omnichannel customer experience: a service logic perspective
—Ilaria Dalla Pozza []