Journal of Services Marketing: Volume 23 Issue 6

Cross‐cultural marketing strategies for delivering knowledge‐based services in a borderless world: the case of management education

Rajshekhar (Raj) G. Javalgi, W. Benoy Joseph, Richard J. LaRosa

Knowledge‐based services range from accounting, engineering, and management consulting to educational services. This paper seeks to explore the nature of management education…

Betrayal? Relationship quality implications in service recovery

Betsy Bugg Holloway, Sijun Wang, Sharon E. Beatty

The purpose of this paper is to examine whether high quality relationships buffer or magnify the negative impact of a failed service recovery on subsequent consumer attitudes and…

The impact of network and environmental factors on service innovativeness

Ruby P. Lee, Gregory O. Ginn, Gillian Naylor

This paper aims to examine, specifically, how competition, networks (alliances) and both formal and informal institutional forces affect service innovativeness within the…

Employee perspectives of service quality in the supermarket sector

Paul J. Vella, John Gountas, Rhett Walker

Internal organisational aspects of service delivery from the employee's perspective have received some attention in the literature. However, there is a need for more detailed…

Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint‐handling encounters

Thorsten Gruber, Isabelle Szmigin, Roediger Voss

The purpose of this paper is to explore the nature of complaint satisfaction, specifically to examine how contact employees should behave and which qualities they should possess…

A multi‐level analysis of customer contact teams

Barbara A. Wech, Karen Norman Kennedy, Dawn R. Deeter‐Schmelz

As organizations increasingly rely on teams to provide high levels of customer service, one's understanding and research methods related to teams must expand so that multiple…