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Journal of Services Marketing

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Articles

Articles

Article No:	Article Information:
1552949	The good guys don't always win: the effect of valence on service perceptions and consequences Michael K. Brady, Clay M. Voorhees, J. Joseph Cronin Jr, Brian L. Bourdeau (pp. 83-91) Keywords: Customer satisfaction, Customer services quality, Linear structure equation modelling, Sports ArticleType: Research paper View HTML | View PDF (158 KB) | Reprints & Permissions
1552950	Consumer politeness and complaining behavior Dawn Lerman (pp. 92-100) Keywords: Complaints, Consumer behaviour, Linguistics, Social interaction ArticleType: Research paper View HTML | View PDF (114 KB) | Reprints & Permissions
1552951	The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants Ah-Keng Kau, Elizabeth Wan-Yiun Loh (pp. 101-111) Keywords: Complaints, Customer satisfaction ArticleType: Research paper View HTML | View PDF (175 KB) | Reprints & Permissions
1552952	On-screen characters: their design and influence on consumer trust J.T. Luo, Peter McGoldrick, Susan Beatty, Kathleen A. Keeling (pp. 112-124) Keywords: Character user interfaces, Electronic commerce, Gender, Trust ArticleType: Research paper View HTML | View PDF (531 KB) | Reprints & Permissions
1552953	Why consumers use and do not use technology-enabled services Rhett H. Walker, Lester W. Johnson (pp. 125-135) Keywords: Communication technologies, Information services, Internet shopping, Invoicing, Virtual banking ArticleType: Research paper View HTML | View PDF (183 KB) | Reprints & Permissions
1552954	Service orientation and performance: an organizational perspective Richard S. Lytle, John E. Timmerman (pp. 136-147) Keywords: Banking, Customer service management, Performance management, Services marketing ArticleType: Research paper View HTML | View PDF (160 KB) | Reprints & Permissions

Book Review

Complaint Management – The Heart of CRM

Item No:	Item Information
1552947	Complaint Management – The Heart of CRM Journal: Journal of Services Marketing Vol : 20 Issue: 2 Author(s): Jochen Wirtz View HTML

Services Marketing in Asia: A Case Book

Item No:	Item Information
1552948	Services Marketing in Asia: A Case Book Journal: Journal of Services Marketing Vol : 20 Issue: 2 Author(s): Jackie L.M. Tam View HTML