Table of contents
Service encounter satisfaction: conceptualized
James L. WalkerPresents a model of service encounter satisfaction offeringconceptual and pragmatic advantages over the dominant disconfirmationparadigm. Expectations are compared with…
Service recovery: Impact on satisfaction and intentions
Richard A. Spreng, Gilbert D. Harrell, Robert D. MackoyExamines the relative importance of service recovery in determiningoverall satisfaction and behavioral intentions. Recommendations includesuggestions for implementing a service…
Family financial decision making: implications for marketing strategy
JoAnne Stilley HopperInvestigates family financial service choice behavior includinginsurance, investments, and banking services. Indicates that, for themajority of the couples surveyed, both spouses…
Managing consumer expectations of low‐margin, high‐volume services
Kenneth E. Clow, John L. BeiselService firms operating on low margins per transaction mustgenerate a high volume of business to survive the competitiveenvironment of the 1990s. Firms must raise the expectations…
The relative effects of national stereotype and advertising information on the selection of a service provider: an empirical study
L. Jean Harrison‐WalkerAsks whether service provider nationality significantly influencesconsumer decision making and, if so, whether the influence of nationalstereotype is moderated by the presence of…
The market for obstetrical services: an integrative approach to building relationships
Brenda Stevenson Marshall, Rajshekhar G. JavalgiDescribes the current scenario for maternity services. Delineatesan integrative approach dealing with the information cycle and appliesit to the market for obstetrical services…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum