Journal of Services Marketing: Volume 25 Issue 4

The implications of company‐sponsored messages disguised as word‐of‐mouth

Vincent P. Magnini

The research objectives of this paper are to propose explanations for why some service firms are disguising commercially sponsored messages as genuine word‐of‐mouth (W‐O‐M) and to…

The effect of inconsistent word‐of‐mouth during the service encounter

Xuehua Wang

This study aims to investigate the effects of inconsistent word‐of‐mouth on service quality perception and purchase intention during the service encounter.

Exploring the consequences of brand credibility in services

Tae Hyun Baek, Karen Whitehill King

The purpose of this study is to investigate whether the framework of brand credibility effects is applicable to service categories and to examine if brand credibility's impact…

Do relationship benefits and maintenance drive commitment and loyalty?

Tracey S. Dagger, Meredith E. David, Sandy Ng

This paper seeks to examine the central role that commitment plays in driving customer loyalty and to identify the effect that confidence, social and special treatment benefits as…

Inward internationalization of consumer services: lessons from Australian firms

Constanza Bianchi

The aim of this paper is to explore the inward internationalization process of consumer services. It also aims to conduct a review of the service internationalization literature…

Customers' relationship expectations and costs as segmentation variables: preliminary evidence from banking

Sergios Dimitriadis

This paper aims to explore benefits customers expect from a long‐term relationship with their bank and the costs associated with such a relationship; it further tests these…