Recently, several service firms (e.g. Hampton Inn, Delta Dental Plan of Massachusetts) have successfully implemented service guarantees. Little research, however, has been done examining the conditions under which service guarantees are the most effective. The current research examines how the...

Purpose This paper aims to examine the status of service guarantees specifically, and cues to quality more generally. Design/methodology/approach Reflection on the 1998 Journal of Services Marketing article with views both to the academic literature and the presence of guarantees in industry....

Purpose: Elevating the human experience (HX) through research collaborations is the purpose of this article. ServCollab facilitates and supports service research collaborations that seek to reduce human suffering and improve human well-being. Design/methodology/approach: To catalyze this...

Purpose: Intercultural competence has been found to be increasingly important. The purpose of this paper is to understand how intercultural competence impacts service providers’ ability to recognition faces of both black and white consumers. Design/methodology/approach: Two experiments were...

Purpose – Previous research has explored the impact of customer participation in organizational‐sponsored loyalty programs on customer loyalty; however, the findings are mixed. Other research, outside the loyalty program literature, reveals that customers who socially interact with other...

Purpose – The purpose of this paper is to craft a future research agenda to advance smart service research and practice. Smart services are delivered to or via intelligent objects that feature awareness and connectivity. For service researchers and managers, one of the most fascinating aspects...

Purpose: Marketers have begun to investigate the potential of gamification for influencing consumer behavior by using game design elements in realms varying from branding, retail, sales and health services. Marketers have also begun to explore consumer behavior in sustainability. This paper...