Journal of Services Marketing: Volume 25 Issue 1

Eleven years of scholarly research in the Journal of Services Marketing

Deon Nel, Gené van Heerden, Anthony Chan, Mehdi Ghazisaeedi, Wade Halvorson, Peter Steyn

The publication of papers in scholarly journals is an important channel for the dissemination of academic knowledge. Analyzing academic content provides useful insights into how…

Eleven years of scholarly research in the Journal of Services Marketing: Editor's response

Charles L. Martin

To reinforce, clarify, illuminate and sometimes counter the findings and discussion of Deon Nel et al.'s article found elsewhere in this issue (“Eleven years of scholarly research…

Customer satisfaction and business performance: a firm‐level analysis

Paul Williams, Earl Naumann

This study aims to examine the relationships between customer satisfaction and a variety of company performance metrics at the firm‐level of analysis.

Beyond service attributes: do personal values matter?

Srinivas Durvasula, Steven Lysonski, A.D. Madhavi

Service firms constantly look for ways to differentiate their offering. Recently, personal values have emerged as a way to understand how customers fulfill deeper needs when…

B2B services branding in the logistics services industry

Adam J. Marquardt, Susan L. Golicic, Donna F. Davis

The purpose of this paper is to conduct an exploratory study of the branding of business‐to‐business (B2B) services, specifically examining the commodity‐like logistics services…

Entering and developing a service network

Sheena Leek, Louise Canning

This paper seeks to investigate the role of social capital in facilitating the entry of new business ventures into service networks.

Determinants of core value behavior in service brands

Helge Thorbjørnsen, Magne Supphellen

The purpose of this paper is to investigate the determinants of employees' core value behavior. For service brands, employees are most likely the most important vehicle in…

A new company descriptor takes us into a new era

Rebecca Marsh