Journal of Services Marketing: Volume 27 Issue 5

A segmentation of adolescent online users and shoppers

William W. Hill, Sharon E. Beatty, Gianfranco Walsh

– The purpose of this study is to identify key motivations for adolescents using and shopping on the internet, and to segment the sample based on these motivations.

Does a surprise strategy need words? The effect of explanations for a surprise strategy on customer delight and expectations

Min Gyung Kim, Anna S. Mattila

Delighting customers by pleasant surprises is a common strategy, yet the potential downside of such a strategy (i.e. raising customer expectations) has received scant attention…

A practical perspective on the classification of service innovations

Jung-Kuei Hsieh, Hung-Chang Chiu, Chih-Ping Wei, HsiuJu Rebecca Yen, Yu-Chun Cheng

– This paper aims to link academic classifications of service innovation with practical activities by firms to detail the essence of service innovation.

Revisiting internal market orientation: a note

Gurjeet Kaur Sahi, Subhash Lonial, Mahesh Gupta, Nitasha Seli

This paper seeks to further the understanding of the domain of the IMO construct in a developing country, as suggested by Lings and Greenley. It seeks to build on their proposed…

Investigating the impact of resource capabilities on customer loyalty: a structural equation approach for the UK hotels using online ratings

Usha Ramanathan, Ramakrishnan Ramanathan

In this paper, the authors aim to examine the impact of resource capabilities on customer loyalty of UK hotels. Understanding this impact will help organisations to improve…

Design of contracts between knowledge-intensive service firms in comparative property right settings

Stephen Rosenbaum

This article aims to explore how knowledge-intensive service firms design inter-firm contracts to govern the exchange of highly intangible and inseparable knowledge under varying…