Journal of Services Marketing: Volume 28 Issue 6

The effects of anticipatory emotions on service satisfaction and behavioral intention

Nicole Koenig-Lewis, Adrian Palmer

This paper aims to contribute critical discussion about the role of expectations and anticipation in subsequent satisfaction by incorporating anticipated emotions into a model to…

Brand knowledge transfer via sponsorship in the financial services industry

Sujin Yang, Sejin Ha

The main aim of this study is to develop a framework of brand knowledge transfer through sponsorship for sponsors within an insurance industry in South Korea. To this end, this…

Consumer participation in online product recommendation services: augmenting the technology acceptance model

Xiaojing Sheng, Mohammadali Zolfagharian

This paper aims to examine the complex role of consumer participation by empirically testing a theoretical model within the online context of consumer using product recommendation…

A study on consumer adoption of technology-facilitated services

Indranil Roy Chowdhury, Sanjay Patro, Pingali Venugopal, D. Israel

The aim of this paper is to study the factors affecting the customer’s “Intention to Adopt TFS” (I-TFS), and a conceptual model has been proposed, while most previous studies have…

It’s just not fair: exploring the effects of firm customization on unfairness perceptions, trust and loyalty

Bang Nguyen, Philipp “Phil” Klaus, Lyndon Simkin

The purpose of this study is to (a) develop a conceptual framework exploring the relationships between perceived negative firm customization, unfairness perceptions, and customer…

Marketing culture to service climate: the influence of employee control and flexibility

Tyler R. Morgan, Adam Rapp, R. Glenn Richey, Jr., Alexander E. Ellinger

– The purpose of this research is to explore how firm market orientation, as a culture, affects the service climate that develops in the firm.

Franchisees’ perceptions of relationship development in franchise partnerships

Levent Altinay, Maureen Brookes, Ruth Yeung, Gurhan Aktas

– This paper aims to evaluate the antecedents of franchise relationship development from the perspective of a sample of Chinese and Turkish franchisees.

Executive summary of “Brand knowledge transfer via sponsorship in the financial services industry”

Executive summary of “Marketing culture to service climate: the influence of employee control and flexibility”

Executive summary of “A study on consumer adoption of technology facilitated services”

Executive summary of “The effects of anticipatory emotions on service satisfaction and behavioral intention”

Executive summary of “Consumer participation in online product recommendation services: augmenting the technology acceptance model”

Executive summary of “Franchisees’ perceptions of relationship development in franchise partnerships”

Executive summary of “It’s just not fair: exploring the effects of firm customization on unfairness perceptions, trust, and loyalty”