Journal of Services Marketing: Volume 30 Issue 5

Editorial: the importance of the snappy title

Rebekah Russell-Bennett, Steve Baron

The purpose of this paper is to demonstrate the role that journal article titles play in engaging the reader.

Retrospective: service failure and loyalty: an exploratory empirical study of airline customers

Adrian Palmer, David Bejou

This paper aims to reflect on the paper “Service failure and loyalty: an exploratory empirical study of airline customers” published 18 years ago. It positions it in the evolving…

Retrospective: tracking the impact of communications effectiveness on client satisfaction, trust and loyalty in professional services

Paul Patterson

The purpose of this paper is to reflect on the motivation for the 1999 paper “The impact of communication effectiveness and service quality on relationship commitment in consumer…

Social media communication strategies

Paola Barbara Floreddu, Francesca Cabiddu

While a great amount of literature has focused on the relationship between communication strategies and corporate reputation, there is no systematic research on the different…

Attraction during the service encounter: examining the other side of the coin

Volker G. Kuppelwieser, Mourad Touzani

The existing literature dealing with attractiveness during a service encounter focuses on employee attractiveness and its consequences. This paper aims to consider the other side…

Powerful or powerless customers: the influence of gratitude on engagement with CSR

Anna S. Mattila, Laurie Wu, Choongbeom Choi

The purpose of this study is to examine how gratitude appeals and consumers’ sense of power jointly influence customer engagement in a service firm’s corporate social…

The evolution of brand personality: an application of online travel agencies

Hong-Youl Ha

This study aims to assess how continuous outcomes of brand personality vary as a function of time and other predictors. Specifically, the author investigates the roles of brand…

Drivers of user engagement in eWoM communication

Alexander Rossmann, Kumar Rakesh Ranjan, Praveen Sugathan

This paper aims to complement the current understanding about user engagement in electronic word-of-mouth (eWoM) communications across online services and product communities. It…

Service employees’ fit, work-family conflict, and work engagement

Osman M. Karatepe, Georgiana Karadas

Using person–job fit, congruence and conservation of resources theories as the theoretical underpinnings, the purpose of this study is to propose and test a research model that…