Journal of Services Marketing: Volume 12 Issue 4

Market orientation, service quality and business profitability: a conceptual model and empirical evidence

Tung‐Zong Chang, Su‐Jane Chen

The authors explore the relationships among market orientation, service quality and business profitability. Based on an empirical study of Taiwan’s security brokerage service…

Opportunities for marketing travel services to new‐age elderly

Anil Mathur, Elaine Sherman, Leon G. Schiffman

Based on Schiffman and Sherman’s conceptual model of the new‐age elderly this article constructs a measure that identifies this segment of elderly in terms of their value…

Designing the service guarantee: unconditional or specific?

Gordon H.G. McDougall, Terrence Levesque, Peter VanderPlaat

When designing a guarantee, service firms have a choice ‐the unconditional that guarantees customer satisfaction or the specific, which guarantees a major aspect of the service…

Internationalization of services: the service exporting decision

Kathryn Frazer Winsted, Paul G. Patterson

Services represent the fastest growing portion of the world economy, yet they are still vastly under‐represented in the export packages of most countries. Services present unique…

Promotional products vs price promotion in fostering customer loyalty: a report of two controlled field experiments

Alice Kendrick

Winning customer loyalty and repeat business and eliminating or reducing their reliance on coupons and other forms of price promotion is the goal of many service businesses today…