Journal of Services Marketing: Volume 28 Issue 3

The impact of corporate social responsibility (CSR) performance and perceived brand quality on customer-based brand preference

Matthew Tingchi Liu, Ipkin Anthony Wong, Guicheng Shi, Rongwei Chu, James L. Brock

This paper aims to investigate how corporate social responsibility (CSR) performance (i.e. to the environment, society and stakeholders) and perceived brand quality influence…

The moderating roles of organizational justice on the relationship between emotional exhaustion and organizational loyalty in airline services

Won-Moo Hur, Sang IL Park, Tae-Won Moon

The purpose of this paper was to analyze the moderating role of organizational justice in the emotional exhaustion–organizational loyalty link. Emotional exhaustion resulting from…

Should all service firms follow the recessionary advertising prescription?

Astrid L. Keel, Brian Bourdeau

The purpose of this study is to investigate whether different types of service firms, experience-based or credence-based, benefit equally from the prescription to increase…

Investigating brand equity of third-party service providers

David Grant, Jouni Juntunen, Jari Juga, Mari Juntunen

The purpose of this paper is to apply theory and techniques from the services and marketing literature to a supply-chain context consisting of a shipper or seller, a customer or…

The role of collective angst during and after a service failure

Amro A. Maher, Rana Sobh

– The purpose of this study is to examine the role of collective angst, the concern about the future viability of one’s group, during service failure and recovery.

Emotional antecedents and outcomes of service recovery: An exploratory study in the luxury hotel industry

Kristen Riscinto Kozub, Martin Anthony O’Neill, Adrian A. Palmer

The purpose of this study was to investigate the service recovery experience in the luxury hotel industry by introducing emotions as a predictor of future behavioural intention…

Problematic customers and customer service employee retaliation

Ramana Kumar Madupalli, Amit Poddar

– The purpose of this paper is to examine the effects of problematic customer behaviors on customer service employee (CSE) attitudes and subsequent retaliation toward customers.

Executive summary of “The role of collective angst during and after a service failure”

Executive summary of “The impact of corporate social responsibility (CSR) performance and perceived brand quality on customer-based brand preference”

Executive summary of “Investigating brand equity of third-party service providers”

Executive summary of “Should all service firms follow the recessionary advertising prescription?”

Executive summary of “Emotional antecedents and outcomes of service recovery: an exploratory study in the luxury hotel industry”

Executive summary of “The moderating roles of organizational justice on the relationship between emotional exhaustion and organizational loyalty in airline services”

Executive summary of “Problematic customers and customer service employee retaliation”