Journal of Services Marketing: Volume 18 Issue 5

Search quality in the financial services industry: a contingency perspective

Audhesh K. Paswan, Nancy Spears, Ron Hasty, Gopala Ganesh

Financial services are inherently intangible and high on experience and credence qualities. In order to promote them effectively, a service provider must first identify the…

Jaycustomer behavior: an exploration of types and motives in the hospitality industry

Lloyd C. Harris, Kate L. Reynolds

Christopher Lovelock originated the term “jaycustomer” behavior to refer to customers who deliberately act in a thoughtless or abusive manner, causing problems for the firm…

The effectiveness of credit‐card regulation for vulnerable consumers

Karin Braunsberger, Laurie A. Lucas, Dave Roach

The Federal Reserve Board has recently adopted a final rule amending the Truth in Lending Act's Regulation Z, effective October 1, 2001. The first study investigates how…

Measuring customer satisfaction in the fast food industry: a cross‐national approach

G. Ronald Gilbert, Cleopatra Veloutsou, Mark M.H. Goode, Luiz Moutinho

In today's ever‐increasing globalization of services and brands, service‐oriented businesses need to attend to the satisfaction of their customers both domestically and abroad…

The effect of cognitive trust on hostage relationships

Scott R. Colwell, Sandra Hogarth‐Scott

This study examines the role of cognitive trust and the potential for relationship dissolution when consumers perceive themselves to be in a hostage relationship with their retail…

Effects of contact employee supports on critical employee responses and customer service evaluation

Mahn Hee Yoon, Jai Hyun Seo, Tae Seog Yoon

This paper examines several sources of support for contact employees in service encounters. These sources of support, including organization support, supervisory support, and…

Services Marketing: People, Technology, Strategy (5th ed.)

Bo Edvardsson