Journal of Services Marketing: Volume 27 Issue 6

The effect of implicit service guarantees on business performance

Hyunju Shin, Alexander E. Ellinger

Although service guarantees are generally believed to give firms a competitive edge, much remains to be learned about the value of, and return on, this customer relationship…

The case of Amazon.com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)

Philipp Klaus

The concept of online customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb online…

Sport team loyalty: integrating relationship marketing and a hierarchy of effects

Rodoula H. Tsiotsou

Given its importance in the brand management of sport teams, the present research initiative primarily concerns the investigation of the formation process of sport team loyalty…

Cancer resource centers as third places

Mark Scott Rosenbaum, Jill Smallwood

– This article aims to empirically illustrate the socially supportive role of cancer resource centers in their members' lives.

Investigating work engagement in the service environment

Donald C. Barnes, Joel E. Collier

Frontline employees (FLEs) represent a major source of value creation for the modern firm. As such, firms are constantly evaluating different attributes of potential and current…

Impact of cultural differences on foreign customers' perceived local services

Chinho Lin, Conghoang Nguyen, Binshan Lin

This study aims to investigate and explain the influence of cultural differences on foreign customers' perceptions of the local service marketplace through their consumption…