Journal of Services Marketing: Volume 18 Issue 6

Consumer views of service classifications in the USA and France

Lawrence F. Cunningham, Clifford E. Young, Wolfgang Ulaga, Moonkyu Lee

In the services marketing literature, few service classifications are based on how customers view services, and fewer of these have been validated cross‐culturally. To fill this…

Cognitive dissonance and the stability of service quality perceptions

Martin O'Neill, Adrian Palmer

This paper examines the possible relationship between post‐consumption dissonance and consumers’ time‐elapsed perceptions of service quality. A review of literature suggests that…

Examining service experiences and post‐consumption evaluations

Debra Grace, Aron O'Cass

The impact of the service experience on consumers' feelings, satisfaction and service brand attitudes are of vital importance to service marketers. In an attempt to understand how…

Modeling consumers' choice behavior: an application in banking

Emin Babakus, Sevgin Eroglu, Ugur Yavas

The study proposes and tests a model of consumer bank choice behavior in a south eastern city in the USA, based on the economics of information theory. The model expands the…

A reconceptualisation of the satisfaction‐service performance thesis

Alan Wilson, Jacob Frimpong

The hypothesis that job satisfaction affects employee performance or favourable service behaviours could be considered a well‐worn topic. However, this paper shows that the extant…

A typology of customer‐service provider relationships: the role of relational factors in classifying customers

Robin A. Coulter, Mark Ligas

Research on customer relationships has documented that customers focus not only on the functional benefits they receive, but also the relational benefits. This study examines the…