Journal of Services Marketing: Volume 25 Issue 6

Subject:

Table of contents

Effects of airline bankruptcies: an event study

Rama K. Jayanti, S.V. Jayanti

The purpose of this paper is to explore the influence of bankruptcies on the market share effects of rival firms in the airline industry.

3046

Are TQM practices supporting customer satisfaction and service quality?

Keng‐Boon Ooi, Binshan Lin, Boon‐In Tan, Alain Yee‐Loong Chong

The purpose of this paper is to examine the relationship between total quality management (TQM) practices and customer satisfaction and also to investigate the association between…

12638

The consumer anger phenomena: causes and consequences

Venessa Funches

The purpose of this paper is to explore consumer anger phenomena.

3030

A cross‐cultural comparison of perceived informational fairness with service failure explanations

Chen‐ya Wang, Anna S. Mattila

The purpose of this paper is to examine the impact of culture (Western versus East Asian) on customers' perceived informational fairness of several types of failure explanations …

2897

Too much of a good thing: curvilinear effects in the evaluation of services and the mediating role of trust

Pavlos A. Vlachos, Adam P. Vrechopoulos, K. Pramatari

The satisfaction‐trust paradigm has been recently criticized regarding its ability to deliver positive consumer behavioral outcomes. This study aims to argue that – amongst others…

1387

Common mistakes in designing and implementing service guarantees

Rod McColl, Jan Mattsson

The purpose of this paper is to explore companies' experiences in designing and implementing service guarantees.

2214
Cover of Journal of Services Marketing

ISSN:

0887-6045

Online date, start – end:

1987

Copyright Holder:

Emerald Publishing Limited

Open Access:

hybrid

Editors:

  • Dr Rebekah Russell-Bennett
  • Dr. Mark Rosenbaum