Journal of Services Marketing: Volume 20 Issue 1

Customer satisfaction in the restaurant industry: an examination of the transaction‐specific model

Syed Saad Andaleeb, Carolyn Conway

To determine the factors that explain customer satisfaction in the full service restaurant industry.

Marketing research, market orientation and customer relationship management: a framework and implications for service providers

Rajshekhar (Raj) G. Javalgi, Charles L. Martin, Robert B. Young

As service organizations continue to expand internationally, the need to be able to understand consumers in faraway places is increasing. Marketing research is a key mechanism…

Uncovering the keys to successful service elimination: “Project ServDrop”

Spiros P. Gounaris, George J. Avlonitis, Paulina G. Papastathopoulou

The reason for this study is to help increase understanding concerning the service elimination decision and implementation since it remains a highly under‐investigated topic. In…

Marketing financial services to Hispanic American consumers: a portfolio‐centric analysis

Thomas H. Stevenson, D. Anthony Plath

To provide financial service marketers with information useful in targeting and marketing financial services to Hispanic American consumers.

Sequential service quality in service encounter chains: case studies

Göran Svensson

The objective of the present research is to explore the construct of perceived sequential service quality in service‐encounter chains.

Service quality, customer satisfaction, and behavioral intentions in the service factory

Festus Olorunniwo, Maxwell K. Hsu, Godwin J. Udo

This study seeks to investigate, through the development of an operationalized service quality construct in the context of a service factory, whether the typology to which a…

Three perspectives on service management and marketing: rival logics or part of a bigger picture?

David Ballantyne

To locate the underlying service logic of each of three leading texts and to examine points of variance.