Journal of Services Marketing: Volume 31 Issue 7

Caring for baby: what sources of information do mothers use and trust?

Angela Dobele, Jane Fry, Sharyn Rundle-Thiele, Tim Fry

A broad array of information channels exists for service customers. The purpose of this study is to better understand the relationship between the use of, and trust in…

Internal market orientation determinants of employee brand enactment

Achilleas Boukis, Spiros Gounaris, Ian Lings

This study aims to explore how the adoption of internal market orientation (IMO) can enhance front-line employee brand enactment within an interpersonal service setting. Insights…

Digital booking services: comparing online with phone reservation services

Mario Schaarschmidt, Björn Höber

Many booking services in traditional people-processing service areas such as gastronomy were recently transformed into online reservation services. While advantages for platform…

Under-promising and over-delivering: pleasing the customer or strategic blunder?

Omer Topaloglu, David E. Fleming

The paper aims to provide a theoretical and empirical examination of the relationship between service expectation management, expectation inducing agent and customer satisfaction.

Promoting customers’ involvement with service brands: evidence from coffee shop customers

Soon-Ho Kim, Seonjeong (Ally) Lee

The purpose of this study is to investigate how service brand loyalty can be enhanced through customer involvement, based on involvement theory and symbolic interaction theory as…

Dynamic capabilities in aged care service innovation: the role of social assistive technologies and consumer-directed care strategy

Seyed Mohammad Sadegh Khaksar, Fatemeh S. Shahmehr, Rajiv Khosla, Mei Tai Chu

By developing a conceptual model, the purpose of this paper is to improve the understanding of the role of social assistive technologies in facilitating the process of service…

Secondary but significant: secondary customers’ existence, vulnerability and needs in care services

Henna M. Leino

The purpose of this paper is to increase understanding of the status, vulnerability and needs of the health-care and nursing service customers’ (hereafter, care service…

The benefit of a trustworthy face to a financial services provider

Dwane Hal Dean

The purpose of this paper is to investigate three information sources for their influence on trust and patronage intent toward an unmet financial services advisor. The sources…

Exploring service climate and employee performance in multicultural service settings

Chaktin Fung, Piyush Sharma, Zhan Wu, Yong Su

The purpose of this paper is to introduce a new conceptual model that incorporates internal service quality as a mediator between service climate and employee performance and two…