International Journal of Service Industry Management: Volume 10 Issue 3

The loyalty ripple effect: Appreciating the full value of customers

Dwayne D. Gremler, Stephen W. Brown

The influence of loyal customers can reach far beyond their proximate impact on the company. This impact is analogous to the ripple caused by a pebble tossed into a still pond. In…

Do emotional appeals work for services?

Anna S. Mattila

Despite a growing interest in services marketing as a research topic, the communication of service quality is relatively unexplored. The goal of this study was to shed some light…

Effect of information technology on marketing performance of Korean service firms

Jeonpyo Noh, James A. Fitzsimmons

A study of Korean service firms found that the level of information technology use is significantly related to the performance of the marketing function. Support was lacking only…

Customer loyalty in extended service settings: The interaction between satisfaction, value attainment and positive mood

Ko de Ruyter, Josée Bloemer

In research on customer loyalty in services, satisfaction has often been mentioned as an important determinant. However, empirical evidence concerning the relationship between…