Journal of Services Marketing: Volume 23 Issue 3

Satisfaction in technology‐enabled service encounters

Suzanne C. Makarem, Susan M. Mudambi, Jeffrey S. Podoshen

This paper aims to determine the importance of the human touch in customer service interactions.

Pre‐purchase decision‐making for a complex service: retirement planning

Catherine Rickwood, Lesley White

This purpose of this paper is to respond to calls for further research into consumer pre‐purchase decision‐making, and investigate the factors that cause a customer to make a…

Information transparency and digital privacy protection: are they mutually exclusive in the provision of e‐services?

Humphry Hung, Y.H. Wong

The purpose of this study is to develop and validate a model to analyze the inter‐relationship between information transparency and the protection of digital privacy of customers…

Service‐to‐service marketing: relationships between law firms and hospitals

Paul Sergius Koku

This paper aims to examine the key factors that facilitate the service to service (S2S) marketing relationships. Specifically, it aims to focus on the relationship between…

B2B services: linking service loyalty and brand equity

Papassapa Rauyruen, Kenneth E. Miller, Markus Groth

A significant way of achieving high profitability is to retain existing customers who contribute to the service provider's revenue by continuously purchasing and paying more for…

Does “true” personal or service loyalty last? A longitudinal study

Liliana L. Bove, Lester W. Johnson

The paper aims to use Dick and Basu's two‐dimensional matrix that identifies four types of customer loyalty: true, spurious, latent and non‐loyal. It seeks to investigate if these…

Service performance and procedural justice: the mediating roles of family life cycle and culture

William Nance, Darin White

The purpose of this study is to examine how service performance and procedural justice are related and how this relationship is moderated by family life cycle (FLC) and culture…