Journal of Services Marketing: Volume 21 Issue 2

The effects of obtaining one's preferred service brand on consumer satisfaction and brand loyalty

Audhesh K. Paswan, Nancy Spears, Gopala Ganesh

The purpose of this study is to focus on the feeling associated with being rejected by the preferred service brand, and its effect on consumer assessment of the alternate brand.

Trading places redux: employees as customers, customers as employees

Michael R. Bowers, Charles L. Martin

The purpose of this conceptual paper is to show how a company can improve the interface by treating employees as customers and customers as employees.

To do or not to do: the dilemma of technology‐based service improvement

Yaron Timmor, Talia Rymon

The purpose of this paper is to suggest a conceptual framework to examine customer satisfaction with a technology‐based service improvement. Three factors are suggested that…

Demographic correlates of loyalty in a service context

Paul G. Patterson

While numerous published works have extensively examined customer retention models and even motives for loyalty, none to date has systematically examined which consumer segments…

The evaluation stage in the service elimination decision‐making process: evidence from the UK financial services sector

Paraskevas C. Argouslidis

The purpose of this study is to offer service practitioners evidence about: the factors that financial institutions consider in order to evaluate the impact on the entire company…

Zone‐of‐tolerance moderates the service quality‐outcome relationship

Kenneth B. Yap, Jillian C. Sweeney

The zone‐of‐tolerance (ZOT) is an innovative concept that has attracted recent attention in the services marketing domain. The ZOT represents a range of service performance that a…