Journal of Services Marketing: Volume 9 Issue 4

The marketing of financial services to independent distributors

Angus Laing

Explores the purchasing behaviour of independent financial advisors(IFAs) within the context of the UK financial sector. Reports onempirical work in which attitudes of such…

On bizarreness in the entertainment industry

Paul Sergius Koku

Examines the use of the bizarre or the outrageous in the entertainment industry as apromotion strategy, and specifically the propensity of rock/pop artistes to engage inbizarre or…

The effects of customer service on consumer complaining behavior

Jeffrey G. Blodgett, Kirk L. Wakefield, James H. Barnes

Presents a dynamic model of the consumer complaining behaviorprocess. Is unique in that it distinguishes between negativeword‐of‐mouth that occurs prior to seeking redress (or in…

The managerial implications of the learning organization: a new tool for internal marketing

Dennis J. Cahill

Seeks to introduce to marketing the concept of the “learningorganization” from the organizational behavior field with specificapplication as a method for implanting internal…

Correlates of credit card acceptance and usage in an advanced developing Middle Eastern country

Erdener Kaynak, Orsay Kucukemiroglu, Ahemt Ozmen

Past studies indicate that there is a close relationship betweenspread of credit card usage in a country and its stage of socio‐economicdevelopment. With increased level of…

Customers as oral participants in a service setting

Kim Harris, Steve Baron, Julie Ratcliffe

Observable oral participation (OOP) of customers, in the servicedelivery system in general and in a store format retail setting inparticular, occurs in many forms and frequencies…