J Services Mar
Introduction
Journal of Services Marketing, 39(5)
INTEREST CATEGORY: SERVICE
POSTING TYPE: TOCs
When passengers misbehave: exploring the pathways from customer incivility to service sabotage among ride-hailing drivers
—Syed Harris Laeeque, Madiha Ali []
Visual servicescape analytics: design style and demand in Airbnb from unstructured data
—Hyunhee Woo, Shijin Yoo []
Working it out: service displacement and the dynamics of consumer adaptation
—Michael Mulvey, Christopher Belanger, Dmitri Bakker []
Witnessing justice in action: how emotions, moral identity and commitment shape third-party reactions to service recovery
—Niharika Gupta, Harsh V. Verma []
Chatbots, service failure recovery, and online customer experience through lenses of frustration – aggression theory and signaling theory
—Wilson Ozuem, Silvia Ranfagni, Michelle Willis, Giada Salvietti, Kerry Howell []
Resisting the market logic: surrogate mother experiences of embodied service provision
—Djavlonbek Kadirov, Sujit Raghunathrao Jagadale, Jayne Krisjanous []
Unveiling barriers and opportunities for LGBTQIA+ customer’s financial well-being
—Subhojit Sengupta, Hardeep Singh Mundi []
The role of gamification in enhancing consumer engagement at expositions through self-determination theory
—Hsiaoping Yeh, Tsung-Sheng Chang, Yu-Hsin Li []
Virtual worlds, real insights: a multi-method literature review of customer service experience in extended reality: a multi-method literature review
—Omkar Dastane, Shalini Aggarwal, Suchita Jha, Eugene Cheng-Xi Aw []