Journal of Services Marketing: Volume 19 Issue 1

Perceived managerial sincerity, feedback‐seeking orientation and motivation among front‐line employees of a service organization

Audhesh K. Paswan, Lou E. Pelton, Sheb L. True

Literature on the services industry's front‐line employees has largely focused on the relationships between service providers and customers. However, there is increasing…

Engaging customers in service creation: a theater perspective

Jacqueline A. Williams, Helen H. Anderson

A theater/drama perspective is used to gain insights into the participatory nature of service creation and to assess the relative importance of service elements across service…

Destination brand images: a business tourism perspective

Graham Hankinson

Most studies of destination brand images have been conducted from the perspective of the leisure tourist. This study identifies brand images from a business tourist perspective…

Design and implementation of a service guarantee

Louis Fabien

To propose a decision support model that can be used to design, implement and communicate effective and efficient service guarantees.

The impact of mode of operation on sales performance in international services

Ahmet H. Kirca

To investigate the impact of current mode of operation on service firms’ sales performance in international markets, and to examine the role of managerial control as a mediator of…

Pricing objectives and pricing methods in the services sector

George J. Avlonitis, Kostis A. Indounas

The purpose of this research paper is to explore the pricing objectives that service companies pursue along with the pricing methods that they adopt in order to set their prices.