Journal of Services Marketing: Volume 20 Issue 3

I love my accountants – they're wonderful: understanding customer delight in the professional services arena

Kevin M. McNeilly, Terri Feldman Barr

This study of professional accounting firm clients identifies a set of common expectations, examines the opportunities to exceed expectations, and considers the potential of…

Why consumers are not using internet banking: a qualitative study

Philip Gerrard, J. Barton Cunningham, James F. Devlin

This paper illustrates why consumers are resistant to using internet banking.

The impact of market price volatility on consumer satisfaction with lowest‐price refunds

Hooman Estelami, Heather Bergstein

Despite retailers' growing use of lowest‐price refund policies, little is understood about how consumer satisfaction is influenced by them. This paper examines the potential role…

Segmenting service “complainers” and “non‐complainers” on the basis of consumer characteristics

Kelli Bodey, Debra Grace

This study examines service “complainers” and “non‐complainers” on the basis of four personality characteristics (perceived control, Machiavellianism, self‐efficacy…

Modeling store loyalty: perceived value in market orientation practice

Shu‐Ching Chen, Pascale G. Quester

This study developed a model of customer store loyalty for retail service based on a value‐based market orientation practice, staff performance and customer satisfaction.

The art of service recovery: fact or fiction?

Mary Ann Hocutt, Michael R. Bowers, D. Todd Donavan

To determine the impact of service recovery on consumer evaluations of service delivery.