Journal of Services Marketing: Volume 15 Issue 7

Educating students: an ethics responsibility of credit card companies

M. Jill Austin, Melodie R. Phillips

The practice of marketing credit cards on college campuses is becoming increasingly controversial. Critics have charged that credit card companies use unethical practices to…

Assessing the performance of brand loyalty measures

Sharyn Rundle‐Thiele, Marisa Maio Mackay

There has long been a requirement for researchers to relate different loyalty measures in one paper and to compare measures across markets. Explores the performance of a number of…

Cross‐cultural studies on the information content of service advertising

Susan H.C. Tai, Ricky Y.K. Chan

Differences in cultural values may result in perceptual differences and thus necessitate the use of different advertising information content in varying cultures. Intends to test…

At your service!Does country of origin research apply to services?

Rajshekhar G. (Raj) Javalgi, Bob D. Cutler, William A. Winans

The objective of this paper is to examine the country of origin (COO) research as it applies to services. This stream of research has seemed to focus on products since the 1960s…

The effectiveness of service recovery in a multi‐industry setting

Anna S. Mattila

In today’s hyper‐competitive business environment, repeat customers are vital for success. Service failures, however, have the potential to destroy customer loyalty. In this…