Journal of Services Marketing: Volume 21 Issue 7

A typology of mass services: the role of service delivery and consumption purpose in classifying service experiences

Sandy Ng, Rebekah Russell‐Bennett, Tracey Dagger

The purpose of this paper is to provide services marketers with a deeper understanding of the elements that characterize mass services. The paper shows that many studies have been…

Customer involvement and interaction in retail banking: an examination of risk and confidence in the purchase of financial products

Barry Howcroft, Robert Hamilton, Paul Hewer

The purpose of the paper is to examine bank customer involvement and the importance of risk when contemplating the purchase of financial products.

Passengers' expectations of airport service quality

Dale Fodness, Brian Murray

The purpose of this paper is to contribute to the development of a conceptual model of service quality in airports by conducting an empirical investigation into passengers'…

Personality traits and the process of store loyalty in a transactional prone context

Liliana Bove, Betty Mitzifiris

This study sets out to replicate Garbarino and Johnson's paper, where the effects of trust, commitment and satisfaction towards service provider loyalty were examined. However…

Hispanic vs non‐Hispanic response to online self‐service tasks: implications for perceived quality and patronage intentions

Anthony D. Miyazaki, Walfried M. Lassar, Kimberly A. Taylor

Although internet growth has allowed producers to shift control of service transactions to the customer, little research has examined the effects of this shift. The purpose of…

Adaptation in inter‐firm relationships: classification, motivation, calculation

Sven‐Oliver Schmidt, Katherine Tyler, Ross Brennan

The purpose of this paper is to examine how and why business firms, both as suppliers and as customers, make specific adaptations to their products and processes to meet the…

Interactions between Service Customers Managing On‐site Customer‐to‐Customer Interactions for Service Advantage

Steve Baron

Mobile Marketing – Achieving Competitive Advantage through Wireless Technology

Pavlos Vlachos, Adam Vrechopoulos