Journal of Services Marketing: Volume 24 Issue 3

The service hand‐off: effects of multivendor service performance on customer satisfaction – an experimental study

Chad R. Allred, R. Bruce Money

Simple transactions are evolving into complex service relationships that require the attention of multiple organizations. When integrated products fail, customers must determine…

Customer experience management: a critical review of an emerging idea

Adrian Palmer

This paper aims to critically assess the conceptual validity of customer experience as a construct and propose a model which integrates inter‐personal relationships, service…

Services' influence on minority portrayals in magazine advertising

Elten Briggs, Timothy D. Landry, Ivonne M. Torres

The primary goal of this study is to examine how services advertising strategy relates to the prevalence of minority portrayals in magazine advertisements.

Reducing online privacy risk to facilitate e‐service adoption: the influence of perceived ease of use and corporate credibility

Mauricio S. Featherman, Anthony D. Miyazaki, David E. Sprott

The paper aims to examine ways to reduce privacy risk and its effects so that adoption of e‐services can be enhanced.

Online servicescapes, trust, and purchase intentions

Lloyd C. Harris, Mark M.H. Goode

The purpose of this paper is to present and discuss a conceptual model of purchase intentions, trust, and e‐servicescape that presents online physical environments as comprising…

External equity, loyalty program membership, and service recovery

Olivier Morrisson, John W. Huppertz

The purpose of this paper is to extend research on customer loyalty status, external equity, and satisfaction with service recovery. Most people accept that firms give special…

The impact of congruence in cause marketing campaigns for service firms

Donald P. Roy

Several studies have examined sponsor‐cause congruence as an influence on consumer response to cause marketing campaigns. This paper aims to assess the relationship between…