Journal of Services Marketing: Volume 23 Issue 1

Buying business services: towards a structured service purchasing process

Wendy van der Valk, Frank Rozemeijer

This paper aims to uncover the specific difficulties associated with buying services and proposes a structured purchasing process which can help organisational buyers to overcome…

A comparison of consumer views of traditional services and self‐service technologies

Lawrence F. Cunningham, Clifford E. Young, James Gerlach

Few marketing studies look at service classifications for self‐service technologies (SSTs) and none directly compare consumer‐based perceptions of traditional services to SSTs. To…

Consumer perceptions of internet‐based e‐retailing: an empirical research in Hong Kong

Ziqi Liao, Xinping Shi

This paper aims to explore consumer perceptions of Internet‐based e‐retailing in a highly concentrated retail market environment.

Revenue management: the impact on business‐to‐business relationships

Xuan Lorna Wang, David Bowie

This paper aims to explore the links between revenue management and business‐to‐business (B2B) relationships and explains how revenue management can both support and damage B2B…

Linking the hierarchical service quality model to customer satisfaction and loyalty

Birgit Leisen Pollack

The purpose of this paper is to reassess the properties of the hierarchical service quality model (HSQM) – a previously introduced service quality assessment tool. The HSQM views…

Emotional empathy and front line employees: does it make sense to care about the customer?

Philip E. Varca

This paper aims to examine the relationship between empathy and role stress among front line employees (FLEs). The goal was to test the hypothesis that emotionally critical…

Exploring commercial friendships from employees' perspectives

Mark S. Rosenbaum

The purpose of this paper is to investigate which types of service employees provide their customers with social support and to understand why they do so.