Journal of Services Marketing: Volume 25 Issue 2

Customer management and CRM: addressing the dark side

Pennie Frow, Adrian Payne, Ian F. Wilkinson, Louise Young

The paper aims to consider the neglected area of customer relationship management (CRM) and customer management's “dark side”; and identify the key types of dark side behaviours…

Implementing service recovery through customer relationship management: identifying the antecedents

Leroy Robinson, Sue E. Neeley, Kathleen Williamson

This study seeks to combine components of service failure recovery and customer relationship management. It aims to develop a model of the antecedents of successful service…

The impact of service climate and service provider personality on employees' customer‐oriented behavior in a high‐contact setting

Panisa Mechinda, Paul G. Patterson

The purpose of this study is to empirically test and extend knowledge of the determinants of customer‐oriented behavior (COB) of service providers in an affective, high contact…

Exploring management perspectives of branding in service SMEs

Gillian Horan, Michele O'Dwyer, Siobhan Tiernan

Branding in small companies is an emergent aspect of the literature which to date has been explored from the perspective of customers but not SME management. Increasing…

A model of customer loyalty and corporate social responsibility

Rujirutana Mandhachitara, Yaowalak Poolthong

This paper aims to examine the roles of corporate social responsibility (a non service‐related concept) and perceived service quality (a service‐related concept) in determining…

To book or not to book: the role of hotel web site heuristics

Kelly Virginia Phelan, Natasa Christodoulidou, Cary C. Countryman, Leonard J. Kistner

This study aims to examine web site heuristics and their influence on the likelihood to purchase.