Journal of Services Marketing: Volume 30 Issue 4

Retrospective: the effect of guarantees on consumers’ evaluation of services

Amy L. Ostrom, Dawn Iacobucci

This paper aims to examine the status of service guarantees specifically, and cues to quality more generally.

Retrospective: “culture shocks” in inter-cultural service encounters?

Bernd Stauss

The article “Culture shocks” in inter-cultural service encounters was published in 1999. The purpose of this paper is to analyze how the scientific discussion about this issue has…

The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings

Hyun Sik Kim, Beomjoon Choi

Creating superior customer experience quality is important to firm success, but the link between customer experience quality and customer-to-customer interaction quality – a…

When social media met commerce: a model of perceived customer value in group-buying

Yong-Ki Lee, Sally Y. Kim, Namho Chung, Kwanghoon Ahn, Jong-Won Lee

Social commerce using social media has been on the rapid increase. Among various social commerce models, group-buying has become the mainstream. There is a paucity of research…

Assessing the impact of mystery client traits on service evaluation

Pedro Quelhas Brito, Meena Rambocas

This study aims to investigate the reliability of a mystery client (MC) as a service evaluation technique taking into consideration personal differences of the MC agents.

Uncovering the silent language of waiting

Maria del Mar Pàmies, Gerard Ryan, Mireia Valverde

Waiting in services commonly reduces customer satisfaction and has a considerable and enduring negative effect on the overall evaluation of a service. Waiting may even lead…

The role of service relationships in employees’ and customers’ emotional behavior, and customer-related outcomes

Hana Medler-Liraz

This paper aims to explore service encounters from a social behavior perspective. By proposing that employees’ emotional labor strategies are influenced by customer displays of…

Strategies to enhance consumers’ identification with a service firm

Min-Hsin Huang, Zhao-Hong Cheng

Enhancing consumer-company identification (CCI) is a useful means by which to build deeper, more committed relationships with consumers. The purpose of this paper is to examine…

Turning inside out: perceived internal branding in customer-firm relationship building

Doo Syen Kang

This paper aims to examine the strategic importance of perceived internal branding in building symbolic and behavioral relationships with a corporate in the service sector…