Journal of Services Marketing: Volume 19 Issue 3

Modeling consumer satisfaction and word‐of‐mouth: restaurant patronage in Korea

Barry J. Babin, Yong‐Ki Lee, Eun‐Ju Kim, Mitch Griffin

The research seeks to extend the notions of utilitarian and hedonic value to account for outcomes of consumer service encounters.

The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service

Kui‐Son Choi, Hanjoon Lee, Chankon Kim, Sunhee Lee

Aims to investigate the structural relationships between out‐patient satisfaction and service quality dimensions under a South Korea health care system where patients have…

Does Hispanic‐targeted advertising work for services?

Ivonne M. Torres, Elten Briggs

The study seeks to examine two variables of interest to marketers in the area of services advertising, ethnicity and service involvement. The goal of this study is to investigate…

Incorporating service quality into consumer mall shopping decision making: a comparison between English and French Canadian consumers

Michel Laroche, Lefa Teng, Richard Michon, Jean‐Charles Chebat

Traditionally, researchers in environmental psychology have developed the classic C (cognition)‐ E (emotion)‐ B (behavior) paradigm. However, some researchers have failed to…

Individualistic orientation and consumer susceptibility to interpersonal influence

Mehdi Mourali, Michel Laroche, Frank Pons

Interpersonal influences play a major role in shaping consumer choice decisions. This is particularly evident in the case of services, where intangibility and variability add to…

An empirical assessment of comparative approaches to service quality measurement

Avinandan Mukherjee, Prithwiraj Nath

The purpose of this paper is to propose and empirically assess three comparative approaches to measuring service quality: modified gap model, TOPSIS and loss function. Aims to…