Journal of Services Marketing: Volume 31 Issue 6

Editorial: taking some novel advice

Steve Baron, Rebekah Russell-Bennett

To demonstrate how techniques from creative writing can be used to develop interesting and insightful journal articles.

Inertia in services: causes and consequences for switching

David M. Gray, Steven D’Alessandro, Lester W. Johnson, Leanne Carter

This paper aims to examine the antecedents of customer inertia (i.e. knowledge, confusion, perceptions of competitor similarity and switching costs) and their relationship to…

The productive service employee: personality, stress, satisfaction and performance

Eric G. Harris, David E. Fleming

The purpose of this study is to more closely examine the trait antecedents and outcomes of frontline employee productivity propensity. The study is the first to use a job…

Effects of exit barriers on word of mouth activities

Birgit Leisen Pollack

The purpose of this study is to contrast the effects of four exit barriers on word of mouth activities. Monetary, service loss, social and convenience exit barriers are compared…

Linking service convenience to satisfaction: dimensions and key moderators

Sabine Benoit, Sonja Klose, Andreas Ettinger

Demand for service convenience, defined as a consumer’s perception of minimized time and effort spent to obtain a service, has increased in conjunction with certain sociocultural…

Explaining customers’ financial service choice with loyalty and cross-buying behaviour

Antonia Estrella-Ramón

This paper aims to examine the impact of the customer’s previous transaction behaviour (represented by loyalty and general cross-buying) on his/her choice of specific services…

Visual service scape aesthetics and consumer response: a holistic model

Deepak S. Kumar, Keyoor Purani, Sunil Sahadev

This paper aims to introduce subjective dimensions of appraising visual servicescape aesthetics and to empirically test their influence on the consumer’s affective responses and…

Exploring task-service fit and usefulness on branded applications continuance

Yu-Hui Fang

Providing that branded applications (apps) became a new trend in mobile marketing, the purpose of this study, thus, is to explore how to promote app users’ continuance intention…

Power versus trust – what matters more in collaborative consumption?

Eva Hofmann, Barbara Hartl, Elfriede Penz

Collaborative consumption, such as car sharing, specifically implicates customer-to-customer interaction, which must be regulated by service providers (companies, peers and…

Giving back the “self” in self service: customer preferences in self-service failure recovery

Joel E. Collier, Michael Breazeale, Allyn White

When a failure occurs with a self-service technology (SST), do customers want to give back the “self” in self-service? The authors explore employee’s role in a self-service…

Influence of empathy on hotel guests’ emotional service experience

Hamsanandini Umasuthan, Oun-Joung Park, Jong-Hyun Ryu

The purpose of this study is to assess the comparative influence of two empathy dimensions (cognitive and emotional attributes) on emotional service experience and behavioral…

Employee revenge against uncivil customers

Akanksha Bedi, Aaron C.H. Schat

This study aims to examine the relations between service employee blame attributions in response to customer incivility and revenge desires and revenge behavior toward customers…

Investigating status demotion in hierarchical loyalty programs

B. Ramaseshan, Robyn Ouschan

The purpose of this paper is to extend research on customer loyalty status and customer demotion by investigating if the effect of demotion on customer attitudinal and behavioral…

Snubbing the old to embrace the new: the impact of cross-buying on the usage of existing services

Anup Krishnamurthy, G. Shainesh

The purpose of this paper is to determine the impact of an additional service on existing consumers’ usage of existing services from the same service provider. Research has often…