Journal of Services Marketing: Volume 25 Issue 7

Service with personality: a note on generalizing personality across services contexts

Nathalie Spielmann, Barry J. Babin

This paper aims to address the generalizability of the services personality concept and to propose a way of operationalizing personality across service contexts, not just…

The influence of culture and market orientation on services brands: insights from Irish banking and retail firms

Elaine Wallace, Leslie de Chernatony

This paper aims to examine the influence of the culture of the service firm on its interpretation of the role of the brand and on the development and implementation of its brand…

Achieving customer satisfaction in services firms via branding capability and customer empowerment

Aron O'Cass, Liem Viet Ngo

The goal of this paper is to investigate how market sensing (market orientation) and customer linking capabilities (service branding and customer empowerment capabilities) enable…

The influence of the employer brand on employee attitudes relevant for service branding: an empirical investigation

Tobias Schlager, Mareike Bodderas, Peter Maas, Joël Luc Cachelin

There is scientific consensus that employees' attitudes have a fundamental impact on customers' experiences. This paper seeks to focus on how to create favourable employee…

Re‐examining the effect of service recovery: the moderating role of brand equity

Min‐Hsin Huang

The purpose of this study is to investigate the role of brand equity in handling service failure and examine the effects of brand equity on service recovery.

How brand innovativeness and quality impact attitude toward new service line extensions: the moderating role of consumer involvement

Jean Boisvert, Nick J. Ashill

The purpose of this study is twofold: first, to assess the impact of extension innovativeness on attitude towards service line extension and the mediating role played by extension…

Understanding service firms brand value creation: a multilevel perspective including the overarching role of service brand marketing capability

Phyra Sok, Aron O'Cass

This study seeks to extend the existing literature on value creation by specifically focusing on service brand value creation (SBVC) and the role of brand marketing.