Journal of Services Marketing: Volume 25 Issue 3

A strategic response to the financial crisis: an empirical analysis of financial services advertising before and during the financial crisis

Taejun (David) Lee, Wonjun Chung, Ronald E. Taylor

This paper aims to investigate how the US financial services organizations (FSOs) provided marketing information and the way they strategically used various appeals through their…

Examining mediating role of attitudinal loyalty and nonlinear effects in satisfaction‐behavioral intentions relationship

Anand K. Jaiswal, Rakesh Niraj

This paper aims to examine the mediating role of attitudinal loyalty in the relationship between satisfaction and customer behavioral intentions such as willingness to pay more…

Interaction behaviors leading to comfort in the service encounter

Alison E. Lloyd, Sherriff T.K. Luk

This study seeks to investigate the service interaction behaviors that elicit a sense of comfort for the customer in the service encounter, and to investigate the mediating role…

Corporate image in the leisure services sector

Joanna Minkiewicz, Jody Evans, Kerrie Bridson, Felix Mavondo

This paper seeks to empirically examine the relationship between corporate image and customer satisfaction in the leisure services sector. It also aims to examine the mediating…

Motivating shoppers to expand purchases during daylight‐saving time

Mario Miranda

This paper aims to get an understanding of the determinants of unscheduled store visits during daylight‐saving time so that retail service providers may be able to encourage…

Exploring a new perspective on service efficiency: service culture in retail organizations

Lauren Skinner Beitelspacher, R. Glenn Richey, Kristy E. Reynolds

The purpose of this paper is to introduce the concept of retailer service culture. A service culture is the customer‐centric culture aimed at exceeding customer expectations and…

Perceived value: a critical examination of definitions, concepts and measures for the service industry

Philipp E. Boksberger, Lisa Melsen

The aim of this paper is to provide a literature review of the state‐of‐the‐art and up to date concepts and measures undertaken in the research on perceived value. The purpose…