Journal of Services Marketing: Volume 17 Issue 7

The effects of consumer expertise on evoked set size and service loyalty

Jochen Wirtz, Anna S. Mattila

There is a growing interest in understanding how consumer preferences and choices vary with experience in a product/service category. Previous research provides support for a…

Patient care teams and customer satisfaction: the role of team cohesion

Dawn R. Deeter‐Schmelz, Karen Norman Kennedy

Patient care teams are emerging as health care organizations continue to face resource constraints and greater demands for patient satisfaction. Although health care management…

Services quality dimensions of Internet retailing: an exploratory analysis

Zhilin Yang, Robin T. Peterson, Shaohan Cai

The purpose of this article is to extend what is know about service quality in realm of the context of Internet retailing. As a result of content analyzing 1,078 consumer…

The effects of locational convenience on customer repurchase intentions across service types

Michael A. Jones, David L. Mothersbaugh, Sharon E. Beatty

Location has long been touted as an important competitive factor in retailing and services. However, since convenient, high‐traffic locations are costly, an examination of…

Marketing: is it still “just advertising”? The experiences of accounting firms as a guide for other professional service firms

Terri Feldman Barr, Kevin M. McNeilly

Professional service organizations are finding themselves increasingly involved with marketing in order to develop and maintain relationships with their clients. Restricted by…

Critical mass and economies of scale in the supply of services by business support organizations

William J. Bratton, Robert J. Bennett, Paul J.A. Robson

Uses a large sample survey of businesses to demonstrate that a critical mass threshold exists for their use of business support organization services. This critical mass threshold…