Journal of Services Marketing: Volume 16 Issue 2

Subject:

Table of contents

Skill and resource based competitive methods: impact on firm performance

Thomas L. Powers, William Hahn

This paper reports research on the number of competitive methods used by firms and their impact on firm performance. The research was based on a survey of banks in the New England…

2342

Consumer education and service quality: conceptual issues and practical implications

Dawn Burton

Service quality has attracted considerable attention within the service marketing literature, but despite this, high profile consumer education has not been considered a valuable…

6430

Perceived risk and outcome differences in multi‐level service relationships

Gerrard Macintosh

Service relationships are often complex, involving multi‐level relationships. Customers can have relationships with the firm and interpersonal relationships with service personnel…

2117

A triadic network approach to service quality

Göran Svensson

The unidirectional measurement and evaluation of the service quality in a specific service encounter is not enough to understand the existing service quality between two actors in…

2008
Cover of Journal of Services Marketing

ISSN:

0887-6045

Online date, start – end:

1987

Copyright Holder:

Emerald Publishing Limited

Open Access:

hybrid

Editors:

  • Dr Rebekah Russell-Bennett
  • Dr. Mark Rosenbaum