Journal of Services Marketing: Volume 28 Issue 4

Functional vs relational benefits: what matters most in affinity marketing?

– The purpose of this paper is to classify and compare the importance of the benefits consumers derive from affinity credit card programmes.

Service characteristics’ impact on key service quality relationships: a meta-analysis

– The purpose of this paper is to provide a comprehensive examination of the nuances of service quality (SQ) relationships using meta-analytic techniques.

Does usage level of online services matter to customers’ bank loyalty?

This paper aims to evaluate the relationship between the customer’s relative usage levels of online banking services and bank loyalty, and to examine the effect of customer…

The CURE scale: a multidimensional measure of service recovery strategy

This paper aims to address the gaps in service recovery strategy assessment. An effective service recovery strategy that prevents customer defection after a service failure is a…

Explanation information and source in service recovery initiatives

The purpose of this paper is to specifically consider two interactional aspects that are likely to contribute to the success of an explanation of why a service failed: the…

The effects of relationship bonds on emotional exhaustion and turnover intentions in frontline employees

This paper aims to extend the relationship marketing concept to examine which relationship bonds (social, structural and financial bonds) have different effects on employee…

A diffusion model for service products

This paper aims to develop a diffusion model that can be used to understand and forecast the market growth of service products in a competitive environment. Despite the fast…

Executive summary of “Functional vs relational benefits: what matters most in affinity marketing?”

Executive summary of “Does usage level of online services matter to customers’ bank loyalty?”

Executive summary of “A diffusion model for service products”

Executive summary of “Service characteristics’ impact on key service quality relationships: a meta-analysis”

Executive summary of “Explanation information and source in service recovery initiatives”

Executive summary of “The CURE scale: a multidimensional measure of service recovery strategy”

Executive summary of “The effects of relationship bonds on emotional exhaustion and turnover intentions in frontline employees”