Journal of Services Marketing: Volume 27 Issue 4

Subject:

Table of contents

The effects of service on multichannel retailers ' brand equity

Ryan C. White, Sacha Joseph-Mathews, Clay M. Voorhees

This research aims to provide insight on the interactive effects of service quality and e-service quality on perceptions of retailer brand equity and also extend and test the…

9914

The servicescape as an antecedent to service quality and behavioral intentions

Daire Hooper, Joseph Coughlan, Michael R. Mullen

The purpose of this paper is to examine whether the servicescape should be subsumed as a dimension within service quality conceptualizations or whether it is a unique construct in…

10775

Managing customer misbehavior: challenges and strategies

Lloyd C. Harris, Kate Daunt

In this study the authors aim to explore the impact of customer misbehavior on frontline employees and managers and to elucidate the management tactics and strategies that…

9312

An examination of consumers ' resistance to computer-based technologies

Athanasios G. Patsiotis, Tim Hughes, Don J. Webber

This paper aims to provide a better understanding of non-adoption of technological interfaces. The majority of diffusion research on technological innovations does not distinguish…

2237

Towards an approach to signage management quality (SMQ)

Angelo Bonfanti

The paper aims to go through signage management from the standpoint of the user in a service quality perspective and by three principal means. First, it gives a literature review…

2546

The role of employee job satisfaction in strengthening customer repurchase intentions

Spiros Gounaris, Achilleas Boukis

– The purpose of this paper is to examine the role of front line employee job satisfaction in customers ' behavioral intentions.

5647

Beyond loyalty: customer satisfaction, loyalty, and fortitude

Martin Fraering, Michael S. Minor

– This paper aims to discuss the first effort to examine the relationships between satisfaction, the four loyalty phases, fortitude, and a sense of virtual community.

24696
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