Journal of Services Marketing: Volume 26 Issue 3

Modeling customer satisfaction and loyalty: survey data versus data mining

Chris Baumann, Greg Elliott, Suzan Burton

The loyalty literature has investigated the association between customer satisfaction and customer loyalty and revealed mixed results. Some studies have indicated that the…

The effect of on‐the‐spot versus delayed compensation: the moderating role of failure severity

Namin Kim, Francis M. Ulgado

The present study compares two types of compensation – i.e. on‐the‐spot and delayed – and tries to reveal how and when firms can utilize delayed compensation effectively. For…

Complementary effects of relational bonds in information asymmetry contexts

Prithwiraj Nath, Avinandan Mukherjee

The marketing literature theorizes the adoption of the relationship marketing paradigm to foster stronger customer relationships. However, empirical evidence is scarce on how…

Predicting negative consumer reactions to services offshoring

Shawn T. Thelen, Terri Shapiro

The purpose of this paper is to examine behavioral changes by consumers (i.e. changing time of day they contact a firm, requesting a domestic service provider, and ceasing doing…

Servicescape interior design and consumers' personality impressions

Ulrich R. Orth, Frauke Heinrich, Keven Malkewitz

The personality impressions evoked by service environments play a key role in attracting and retaining customers. This paper explores the interior design of service and retail…

The effects of dining atmospherics on behavioral intentions through quality perception

Jooyeon Ha, SooCheong (Shawn) Jang

This study aims to identify how the perception of atmospherics in an ethnic restaurant setting influences customers' perceptions of service quality and food quality, as well as…

Customer creation of service products: role of frustration in customer evaluations

Priyanko Guchait, Karthik Namasivayam

The paper models psychological processes in consumers' evaluation of an exchange and proposes frustration as a mediating mechanism explaining the relationship between consumers'…