Journal of Services Marketing: Volume 29 Issue 3

An instrument to measure the customer-based corporate reputation of large service organizations

Marietjie Wepener, Christo Boshoff

The purpose of this study is to develop a valid and reliable instrument to measure the corporate reputation of large service organizations. The validity of a discipline’s…

Measuring client-based corporate reputation in B2B professional services: scale development and validation

Gianfranco Walsh, Sharon E Beatty, Betsy Bugg Holloway

The purpose of this paper is to develop and validate a client-based reputation of business-to-business professional services firms scale (PSF-Rep) which measures clients’…

Exploring consumers’ attitude towards relationship marketing

Michael A Jones, Kristy E Reynolds, Mark J Arnold, Colin B Gabler, Stephanie T Gillison, Vincent Myles Landers

The purpose of this study is to explore consumers’ overall attitude toward relationship marketing and to determine the influence of consumers’ overall attitude on consumers’…

The consumer’s perspective on evaluating products: service is the key

Jason Oliver

This paper aims to begin to remedy deficiencies in the understanding of how the increased focus on service, even in manufacturing environments, relates to consumer desire for…

Emotional timescapes: the temporal perspective and consumption emotions in services

Louise Maguire, Susi Geiger

– This study aims to examine how the temporal aspect of service consumption impacts the emotions that are created within consumers during service encounters.

Linkage between frontline employee service competence scale and customer perceptions of service quality

Yu-Chi Wu, Chin-Shih Tsai, Hsiao-Wen Hsiung, Kuan-Ying Chen

– The purpose of this paper is to develop an instrument to measure service competencies and explore the relationship between service competencies and service quality.

Mass customization for financial services: an empirical study of adoption and usage behavior

Stefan Koch, Duygu Inanc

This paper aims to report findings from an exploratory empirical study focusing on an application of mass customization in financial services. Based on the study of configurations…

Publishing in JSM Part 1: making a contribution

Rebekah Russell-Bennett, Steve Baron

Erratum