Journal of Services Marketing: Volume 24 Issue 4

Taxonomy of service‐based loyalty program members

John D. Hansen, George D. Deitz, Robert M. Morgan

This study aims to present a taxonomic framework that categorizes hotel loyalty program members on the basis of involvement and a mix of behavioral outcome variables.

Evaluating the comparative service quality of supermarkets using the analytic hierarchy process

Hokey Min

As the household budget tightens in uncertain economic times, many grocery shoppers are constantly looking for the best deal in town. To attract and retain these savvy shoppers, a…

The interactive effect of Gestalt situations and arousal seeking tendency on customers' emotional responses: matching color and music to specific servicescapes

Ingrid Y. Lin

This paper aims to investigate the interactive effect of Gestalt versus non‐Gestalt situations, and arousal seeking tendency (AST) on customers' pleasure and arousal with matching…

Singapore stock broking service quality: fifteen percent gap

Lee Yik‐Chee, G.G. Meredith, T. Marchant

The purpose of the paper is to adapt the SERVQUAL instrument and provide a unique analysis of service quality, value, customer satisfaction and loyalty of Singapore stock…

Consumer sociability and service provider expertise influence on service relationship success

Deborah F. Spake, Carol M. Megehee

The purpose of this paper is to examine the impact of consumer sociability and service provider perceived expertise on service relationship success.

Developing measurements of success for performing musical groups

Caroline Fisher, Michael M. Pearson, Jerry R. Goolsby, Marina H. Onken

Previous studies of musical group performance have suggested the need for reliable and valid measures of success. This paper aims to investigate this issue.