Journal of Services Marketing: Volume 19 Issue 7

The impact of service provider emotional intelligence on customer satisfaction

Sally Kernbach, Nicola S. Schutte

This study seeks to examine whether higher emotional intelligence displayed by service providers leads to greater customer satisfaction.

Is there a difference in tipping in restaurant versus non‐restaurant service encounters, and do ethnicity and gender matter?

Paul Sergius Koku

To examine tipping propensities between the races and genders in restaurant and non‐restaurant service encounters.

Competitive environment, market orientation, and the use of relational approaches to the marketing of charity beneficiary services

Roger Bennett

This empirical investigation aims to examine the approaches to “beneficiary marketing” adopted by a sample of charities in sectors such as homelessness, eating disorders, domestic…

A multiple‐item scale for measuring customer loyalty development

Rosalind McMullan

This paper seeks to explore the complex inter‐relationships between the attitudinal and behavioural dimensions of customer loyalty development, by examining the dynamic processes…

The impact of customer‐to‐customer interactions in a high personal contact service setting

Robert Moore, Melissa L. Moore, Michael Capella

To empirically examine the development and influence that customer‐to‐customer interactions (CCI) have in a high personal contact setting.

Exploring loyal qualities: assessing survey‐based loyalty measures

Sharyn Rundle‐Thiele

This paper sets out to provide a step towards simplifying and shortening loyalty surveys for marketers and to summarise and to categorise more than 30 survey‐based loyalty…