Journal of Services Marketing: Volume 18 Issue 3

The relative influence of organisational commitment and job satisfaction on service quality of customer‐contact employees in banking call centres

Neeru Malhotra, Avinandan Mukherjee

An inter‐disciplinary approach is adopted to provide a deeper understanding of the human resource‐service quality relationship. The paper tests the relationships organisational…

Customer loyalty to content‐based Web sites: the case of an online health‐care service

Johanna Gummerus, Veronica Liljander, Minna Pura, Allard van Riel

Past e‐service research has largely concentrated on customer responses to online retailers. The present study sheds light on the determinants of customer loyalty to a…

Retaining and divesting customers: an exploratory study of right customers, “at‐risk” right customers, and wrong customers

Ka‐shing Woo, Henry K.Y. Fock

The axiom that “the customer is always right” is no longer valid when companies realize that some of their customers are not right at all. Paying too much attention to these…

An exploratory study of influences on retail service quality: a focus on Kuwait and Lebanon

Peter Raven, Dianne H.B. Welsh

The Middle East is a growing and lucrative marketplace. This exploratory study examines retail service in Kuwait and Lebanon, regions with long histories of trade. Retail service…

Consumer switching behavior in the Asian banking market

Philip Gerrard, J. Barton Cunningham

This study seeks to identify the types of incidents which cause consumers to switch between banks, the weighting of each incident on the switching decision, whether single or…

Product assortment choice for independent Web‐based call service centers

Amit Bhatnagar

The last few years have witnessed the an increase in the importance of web‐based call service centers, which can effectively manage the consumer communications necessary for…