Journal of Services Marketing: Volume 18 Issue 4

Customer and employee views of critical service incidents

Beth G. Chung‐Herrera, Nadav Goldschmidt, K. Doug Hoffman

This study examined perceptual similarities and differences between customers and employees in terms of critical service incidents. Specifically we explored the extent to which…

New service development: a network perspective

Fiona Syson, Helen Perks

This paper generates a network perspective of the development of new services. Service development within a network environment is at an early stage of understanding and has…

Perceptions of justice and employee willingness to engage in customer‐oriented behavior

Jae‐Young Kim, Junyean Moon, Dongchul Han, Surinder Tikoo

This study examines the relationships among distributive justice, procedural justice, and employee willingness to engage in customer‐oriented behavior. Data collected from 328…

Critical service quality encounters on the Web: an exploratory study

Jillian C. Sweeney, Wade Lapp

Following the proliferation of e‐commerce and the Internet, there has been increasing interest in the evaluation of Web sites. However, most research on service quality evaluation…

Relating e‐satisfaction to behavioral outcomes: an empirical study

Harvir S. Bansal, Gordon H.G. McDougall, Shane S. Dikolli, Karen L. Sedatole

Prior work has examined antecedents and behavioral outcomes of satisfaction in an offline setting but few studies explore whether the findings hold for increasingly important…

A marketing‐relevant framework for understanding service worker productivity

Dawn Dobni

This paper presents a framework for understanding and analyzing the productivity of service workers. Based on findings in the multidisciplinary literature, it provides a working…