J Service Man


Journal of Service Management, 34(2)



Guest editorial

Evolutions and disruptions in retailing service through digital transformation
Jung-Hwan Kim, Minjeong Kim [Google Scholar]

Employee-(ro)bot collaboration in service: an interdependence perspective
Khanh Bao Quang Le, Laszlo Sajtos, Karen Veronica Fernandez [Google Scholar]

Fostering positive customer attitudes and usage intentions for scheduling services via chatbots
Daniel Maar, Ekaterina Besson, Hajer Kefi [Google Scholar]

Programmatic advertising in online retailing: consumer perceptions and future avenues
Robert Ciuchita, Johanna Katariina Gummerus, Maria Holmlund, Eva Larissa Linhart [Google Scholar]

Wrinkles in a CSR story: mismatched agendas in fast fashion service brands’ CSR reputation
Jacob Mickelsson, Joep J.G.M. van Haren, Jos G.A.M. Lemmink [Google Scholar]

Reflections and predictions on effects of COVID-19 pandemic on retailing
Peter C. Verhoef, Corine S. Noordhoff, Laurens Sloot [Google Scholar]

Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study
Frédéric Ponsignon [Google Scholar]

Linking servicescape and experiencescape: creating a collective focus for the service industry
Jay Kandampully, Anil Bilgihan, Sally Mohamed Amer [Google Scholar]