Journal of Services Marketing: Volume 26 Issue 6

In good and bad times: the interpersonal nature of brand love in service relationships

Sylvia J. Long‐Tolbert, Bashar S. Gammoh

The purpose of this paper is to address two important gaps in the brand love and consumer‐brand relationships literatures. First, this study aims to investigate several…

Determinants of telemarketer misselling in life insurance services

Ho Taek Yi, Alan J. Dubinsky, Chae Un Lim

The purpose of the article is to present and test a model regarding important factors that may help reduce unethical behavior (i.e. misselling) of salespeople in the financial…

An empirical assessment of consumers' evaluations of web site service quality: conceptualizing and testing a formative model

Aron O'Cass, Jamie Carlson

The objective of this study is to develop and test a specific conceptualization and modeling specification of web site service quality and the influence web site service quality…

Do bidders compensate for shipping fees in online auctions?

Jianwei Hou, Jeffrey Blodgett

The purpose of this paper is to determine whether online bidders adjust their offers downward to compensate for shipping fees; whether shipping fees affect the number of bids in…

Market‐creating service innovation: verification and its associations with new service development and customer involvement

Colin C. Cheng, Ja‐Shen Chen, Hun Tai Tsou

The present study aims to develop a measure of the market‐creating service innovation (MCSI) proposed by Berry et al., verify the typology, identify the relationship between MCSI…

The impact of unprofitable customer abandonment on current customers' exit, voice, and loyalty intentions: an empirical analysis

Michael Haenlein, Andreas M. Kaplan

The management of unprofitable customer relationships and particularly their abandonment is a topic that has received increasing interest among practitioners and researchers over…