Table of contents
An empirical examination of the involvement to external search relationship in services marketing
Janet R. McColl‐Kennedy, Richard E. FetterThe objective of this study was to investigate the effect of involvement on consumers’ external search activities across several service settings. Two of the services were…
Preventing or fixing a problem: a marketing manager’s dilemma revisited
Peggy ChoongDelivering satisfaction to customers has become the accepted strategy to success and survival in today’s competitive business environment. However, managers charged with the task…
A cost/benefit approach to understanding service loyalty
Moonkyu Lee, Lawrence F. CunninghamExamines determinants of service loyalty under the assumption that consumers perform a cost/benefit analysis when deciding whether or not they want to be “regular customers”. It…
Services advertising: the agency viewpoint
Kathleen MortimerAlthough there is an increasing amount of research in the services advertising area, results from content analyses suggest that there is a discrepancy between services advertising…
Increasing the persuasiveness of a service guarantee: the role of service process evidence
Howard Marmorstein, Dan Sarel, Walfried M. LassarAfter investing in service quality improvement programs, firms may realize that they still face a daunting challenge: How should they persuade consumers that service has actually…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum