Table of contents
A quarter of a century: reflections of the first 25 years of the Journal of Services Marketing
Charles L. MartinThis “viewpoint” article aims to chronicle the history and evolution of the Journal of Services Marketing from 1987 through 2011, from the vantage point of Professor Charles L…
The determinants of consumer attitude toward service innovation – the evidence of ETC system in Taiwan
Bruce C.Y. LeeInnovation has attracted considerable interest in recent years in improving competitive advantage for both profit and nonprofit organizations. Service innovation offers the…
On the effectiveness of consumer boycotts organized through the internet: the market model
Paul Sergius KokuThe purpose of this study is to examine the effectiveness of consumer boycotts, which have been launched by individuals using the internet, in inflicting economic harm on the…
Other customers in a service encounter: examining the effect in a restaurant setting
Namin Kim, Moonkyu LeeThe purpose of this paper is to identify how the mere presence of other customers in a service encounter influences customers' evaluations of restaurant services.
Explanations: if, when, and how they aid service recovery
Graham Bradley, Beverley SparksThis study aims to investigate if, when, and how the use of four different types of explanations affect customer satisfaction after a service failure.
Fan identification, Schadenfreude toward hated rivals, and the mediating effects of Importance of Winning Index (IWIN)
Vassilis Dalakas, Joanna Phillips MelanconThe purpose of this paper is to explore potential negative outcomes of high fan identification as well as to identify the causal mechanism or mediator by which high identification…
Service loyalty: accounting for social capital
Tim Jones, Shirley F. TaylorTo the extent that customer relationships with service providers provide value to service firms suggests that these relationships can be viewed as social capital. This paper seeks…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum