Journal of Services Marketing: Volume 18 Issue 1

Rock on! An elementary model of customer satisfaction with musical performances

Michael S. Minor, Tillmann Wagner, F.J. Brewerton, Angela Hausman

Local and regional entertainers typically perform without a star performer or national recognition. These performers are often an incidental backdrop for the festivities. Is…

Consumers’ resolution of credit card problems and exit behaviors

Jeanne M. Hogarth, Marianne A. Hilgert, Jane M. Kolodinsky

Using data from the Survey of Consumers, this study focuses on consumer’s resolution efforts with credit card problems and the likelihood of “exiting” – that is, discontinuing the…

Price changes and defection levels in a subscription‐type market: can an estimation model really predict defection levels?

John Dawes

This paper examines the relationship between price changes and customer defection levels in a “subscription”‐type market, namely car insurance. Two regression models are…

How “placed trust” works in a service encounter

Sue Vaux Halliday

This paper sheds light on how trust works in professional services encounters. Service delivery often takes place over time and this has led to a focus upon relationships…

Rethinking customer expectations of service quality: are call centers different?

Alison M. Dean

Reported studies on call centers emphasize efficiency and control, with possible implications for service priorities, customer orientation and service quality. However, there is…

Exploring the determinants of retail service quality on the Internet

Mary Long, Charles McMellon

A multidimensional measure of perceived online service quality was developed based on consumers’ comments about their experiences with online retailers. These comments were…

Services Marketing and Management

Rosalind McMullan