Journal of Services Marketing: Volume 23 Issue 2

The role of rapport in professional services: antecedents and outcomes

Gerrard Macintosh

This research seeks to test a model examining the antecedents and outcomes of interpersonal rapport in a professional service context. The four antecedents examined are…

Is personalization of services always a good thing? Exploring the role of technology‐mediated personalization (TMP) in service relationships

Anyuan Shen, A. Dwayne Ball

Despite the strong intuitive appeal of personalization (through employees or, increasingly, through the use of software applications), relatively little is known about its role in…

Purchasing services online: a two‐country generalization of possible influences

Francesca Dall'Olmo Riley, Daniele Scarpi, Angelo Manaresi

This research aims to investigate consumers' likelihood of purchasing services online in two countries, the UK and Italy, which differ significantly in the population's uptake of…

Effect of service provider's communication style on customer satisfaction in professional services setting: the moderating role of criticality and service nature

Cynthia Webster, D.S. Sundaram

This study aims to examine the relationship between service providers' communication style and customer satisfaction and how service criticality and nature moderate this…

The impact of involvement on key service relationships

Thomas L. Baker, J. Joseph Cronin, Christopher D. Hopkins

This paper aims to report a study that focuses on the moderating role of involvement in the relationships between customer contact employees' customer orientation and service…

Accountants' attitudes toward advertising: a longitudinal study

Kenneth E. Clow, Robert E. Stevens, C. William McConkey, David L. Loudon

The purpose of this study is to examine the attitude of accountants towards advertising and to investigate changes in attitude that may have occurred between 1993 and 2004.