Journal of Services Marketing: Volume 20 Issue 5

Developing successful technology‐based services: the issue of identifying and involving innovative users

Jonas Matthing, Per Kristensson, Anders Gustafsson, A. Parasuraman

The aim of this paper is to explore the identification of innovative customers and the effectiveness of employing such customers to generate new service ideas in a…

A cross‐industry comparison of customer satisfaction

G. Ronald Gilbert, Cleopatra Veloutsou

This paper seeks to identify service satisfaction measures that can be used across industries.

Firm‐specific influences on the internalization of after‐sales service activities in foreign markets

Dirk Morschett

This paper proposes identifying determinants of the choice of an organizational mode for providing after‐sales service in foreign markets. It aims to focus on the decision between…

Perceptions of incompatibility in customer‐to‐customer interactions: examining individual level differences

Nusser A. Raajpoot, Arun Sharma

The purpose of this paper is to explore the antecedents of customers' reactions to incompatibility and to develop operational guidelines for managers.

Relationship development in a multinational utilities network

Katherine Tyler, Edmund Stanley, Amanda Brady

The purpose of this paper is to research the development of services business relationships between a global telecommunications provider (the supplier) and the divisions of a…

Pricing practices of service organizations

George J. Avlonitis, Kostis A. Indounas

The purpose of this paper is to explore the pricing policies that service companies adopt along with the pricing information that they gather to set their prices. Despite previous…