Journal of Services Marketing: Volume 19 Issue 6

A research agenda for investigation of product innovation in the financial services sector

Raphaël K. Akamavi

Holistically reviews the literature, examines critically and summarises systematically the major pioneering works of contributors in this field. Its primary objective is to…

Determinants of export performance across service types: a conceptual model

Vinh Q. La, Paul G. Patterson, Chris W. Styles

To highlight the relative importance of service‐specific export performance drivers that help successful exporting.

Service providers and customers: social exchange theory and service loyalty

Jeremy J. Sierra, Shaun McQuitty

This paper extends Lawler's argument (in “An affect theory of social exchange”) that social exchanges can create a sense of shared responsibility to service settings, and predict…

The importance of brand cues in intangible service industries: an application to investment services

Michael K. Brady, Brian L. Bourdeau, Julia Heskel

The puprose of this study is to empirically test the suggestion that branding is more important for services than for physical goods and that there is a direct relationship…

Satisfaction emotions and consumer behavioral intentions

Christopher White, Yi‐Ting Yu

The purpose of this study is to develop and refine the theoretical framework underpinning consumer satisfaction emotions and re‐examine the emotions/behavioral intentions link.

Measuring service quality in b2b services: an evaluation of the SERVQUAL scale vis‐à‐vis the INDSERV scale

Spiros Gounaris

The purpose of this paper is to validate an empirically derived measure for assessing perceived service quality in the business‐to‐business (b2b) context. In doing so, the…