Journal of Service Management: Volume 22 Issue 3


Table of contents

The marketing practices‐performance relationship in professional service firms

Jillian C. Sweeney, Geoffrey N. Soutar, Janet R. McColl‐Kennedy

The purpose of this paper is to investigate marketing practices in professional service firms (PSFs). PSFs' marketing practices are not well understood, despite their…

Service behaviours of highly committed financial consultants

Elfi Furtmueller, Rolf van Dick, Celeste Wilderom

The purpose of this paper is to examine the service behaviours of highly committed consultants engaged in face‐to‐face service provision with customers in the…

Customer experience in online financial services: A study of behavioral intentions for techno‐ready market segments

Xin David Ding, Yang Huang, Rohit Verma

Drawing upon research in consumer behavior, the purpose of this paper is to deploy an alternative way to predict behavioral intention with customer technology beliefs and…

Characterising the concept of service experience

Anu Helkkula

The purpose of this paper is to review the characterisation of the concept of service experience in service marketing research.

The risks of providing services: Differential risk effects of the service‐development strategies of customisation, bundling, and range

Fredrik Nordin, Daniel Kindström, Christian Kowalkowski, Jakob Rehme

The purpose of this paper is to examine the risks for manufacturing companies of extending their traditional goods offerings by the addition of different kinds of services.

Rejuvenating importance‐performance analysis

Alessandro Arbore, Bruno Busacca

Importance‐performance analysis (IPA) is a simple marketing tool commonly used to identify the main strengths and weaknesses of a value proposition. The purpose of this…

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Emerald Publishing Limited

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  • Dr Jay Kandampully