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Examining service experiences and post‐consumption evaluations

Debra Grace (Lecturer at the School of Marketing and Management, Griffith University, Gold Coast Mail Centre, Australia)
Aron O'Cass (Chair of Marketing at the Newcastle Business School, The University of Newcastle, Callaghan, Australia)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 October 2004



The impact of the service experience on consumers' feelings, satisfaction and service brand attitudes are of vital importance to service marketers. In an attempt to understand how consumers evaluate service performances this study seeks to explore the dimensions of the service brand that influence consumers at time of service consumption. In addition, the study also examines post‐consumption evaluations. A study of 254 bank consumers revealed that the core service, employee service and servicescape make a significant contribution to the service consumption experience. Furthermore, the service experience was found to significantly effect feelings, satisfaction and brand attitudes.



Grace, D. and O'Cass, A. (2004), "Examining service experiences and post‐consumption evaluations", Journal of Services Marketing, Vol. 18 No. 6, pp. 450-461.



Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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