Table of contents
Do consumers discern innovations in service elements?
Mohammadali Zolfagharian, Audhesh PaswanThe success of service innovation programs rests on whether consumers discern the novelties built into service offerings. Hence, service firms must base the evaluation of…
Customer satisfaction, perceived risk and affective commitment: an investigation of directions of influence
Mark S. Johnson, Eugene Sivadas, Ellen GarbarinoThis paper aims to examine competing models of the directionality of influences between customer satisfaction, affective commitment, and the customer's perceptions of risk…
Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context
Lori K. Molinari, Russell Abratt, Paul DionThe aim of this article is to provide an understanding of how satisfaction, quality, and value affect repurchase and positive word‐of‐mouth in a business‐to‐business (B2B…
Contemporary marketing in professional services
Mike ReidThis empirical investigation aims to explore the nature of contemporary marketing practices in the context of the professional services business environment.
The impact of firm reputation and failure severity on customers' responses to service failures
Ronald L. HessThis study seeks to investigate the impact of firm reputation for service quality on customers' responses to service failures. Firm reputation is defined as customers' perceptions…
An empirical test of a proposed customer satisfaction model in e‐services
Hong‐Youl Ha, Swinder JandaThis research aims to build on recent advances in services marketing theory to propose and evaluate empirically a model of online customer satisfaction and its key antecedent and…
Situational influences on service quality evaluations
Stephen D. Strombeck, Kirk L. WakefieldThis study seeks to illustrate empirically how person‐situation variants influence customer assessments of service quality across multiple stages in the service drama.
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum