Journal of Services Marketing: Volume 18 Issue 2

Subject:

Table of contents

Global franchising: current status and future challenges

Richard C. Hoffman, John F. Preble

About a decade ago positive predictions were made regarding the international growth of franchising. This study was undertaken to examine the actual growth and development of…

13539

The impact of structure and process attributes on satisfaction and behavioral intentions

Dawn Bendall‐Lyon, Thomas L. Powers

This paper develops a framework that links satisfaction with structure and process attributes to global satisfaction and behavioral intentions. The authors develop and present a…

5131

The effects of organisational climate on market orientation: evidence from the facilities management industry

Sonny Nwankwo, Nana Owusu‐Frimpong, Frances Ekwulugo

Market orientation is widely held as a credo for organisational success. Essentially, this means that organisations that are market oriented tend to perform better than those that…

2045

The impact of service failure severity on service recovery evaluations andpost‐recovery relationships

Seungoog Weun, Sharon E. Beatty, Michael A. Jones

Previous research has found that interactional justice and distributive justice are critical factors influencing customer satisfaction after a service recovery. In addition…

16230

Consumer complaining to firms: the determinants of channel choice

Anna S. Mattila, Jochen Wirtz

Despite its managerial importance, channel choice has received scant attention in scholarly research. To close that gap, this paper incorporated channel choice into Day and…

6952
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