Emerald | Journal of Services Marketing | Table of Contents http://www.emeraldinsight.com/0887-6045.htm Table of contents from the most recently published issue of Journal of Services Marketing Journal en-gb Tue, 06 May 2014 00:00:00 +0100 2014 Emerald Group Publishing Limited editorial@emeraldinsight.com support@emeraldinsight.com 60 Emerald | Journal of Services Marketing | Table of Contents http://www.emeraldinsight.com/common_assets/img/covers_journal/jsmcover.gif http://www.emeraldinsight.com/0887-6045.htm 120 157 The Impact of Corporate Social Responsibility (CSR) Performance and Perceived Brand Quality on Customer Based Brand Preference http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=3&articleid=17108572&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - This study investigates how corporate social responsibility (CSR) performance (i.e., to the environment, society, and stakeholders) and perceived brand quality influence brand preference. The mediating effect of perceived brand quality on the relationship between CSR performance and brand preference is also studied.<B>Design/methodology/approach</B> - In 2011, 243 valid responses to questionnaire surveys were collected from a convenience sample in China. Regression analyses were used to test the hypotheses.<B>Findings</B> - Customers’ brand preference can be enhanced by CSR performance. Performance in each of the three CSR domains (i.e., environment, society, and stakeholders) positively impacts brand preference, although to different degrees. The impact of CSR on stakeholders has the strongest influence on Chinese customers’ brand preference among the three CSR domains. Perceived brand quality was found to be a mediator of the relationship between CSR performance and brand preference.<B>Research limitations/implications</B> - This research studies the relationship between CSR performance and brand preference. Results show CSR performance is not the strongest predictor of branding outcomes, its explanatory power is comparatively weaker than that of perceived brand quality. Additionally, we found a mediating effect of perceived brand quality on the relationship between CSR performance and brand preference.<B>Practical implications</B> - Brands can be more attractive to Chinese consumers when brands take appropriate investments in CSR activities. A socially responsible brand is not guaranteed to yield a competitive advantage. Instead a competitive advantage will more likely result through the employment of the appropriate CSR strategies, with a focus on stakeholders’ interests.<B>Originality/value</B> - The current research contributes to the literature by finding that not all CSR activities are equally effective. Customers in emerging markets still appear to be focused more on the quality of brands and to some extent stakeholder CSR practice as these provide direct benefits to customers. Findings of this study also support the notion that Chinese consumers are beginning to use CSR information to evaluate brands. Article literatinetwork@emeraldinsight.com (Matthew Tingchi Liu, Ipkin Anthony Wong, Guicheng Shi, Rongwei Chu, James L. Brock) Tue, 06 May 2014 00:00:00 +0100 The Moderating Roles of Organizational Justice on the Relationship between Emotional Exhaustion and Organizational Loyalty in Airline Services http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=3&articleid=17108512&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - Emotional exhaustion resulting from an employee’s emotional labor usually leads to negative outcome such as organizational loyalty. Following conservation of resources theory and social exchange theory, we argue that the relationship between flight attendants’ emotional exhaustion and organizational loyalty is moderated by distributive, procedural, and interpersonal justice. <B>Design/methodology/approach</B> - Data were gathered from a sample of 247 flight attendants in South Korea. Hierarchical moderated regression analysis was conducted to test the hypothesized relationship. <B>Findings</B> - The study results provide support for the moderating role of organizational justice such as distributive, procedural, and interpersonal justice in the emotional exhaustion-organizational loyalty link. <B>Originality/value</B> - This study contributes to the extant literature by empirically validating the moderating effect and clarifying the role of three types of organizational justice simultaneously, which has not been addressed in previous research. Article literatinetwork@emeraldinsight.com (Won-Moo Hur, Sang IL Park, Tae-Won Moon) Tue, 06 May 2014 00:00:00 +0100 Should all Service Firms Follow the Recessionary Advertising Prescription? http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=3&articleid=17108510&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - This study investigates whether different types of service firms, experience-based or credence-based, benefit equally from the prescription to increase advertising during recessions.<B>Design/methodology/approach</B> - The research consists of three steps: (1) the Hodrick Prescott filter is used to extract the cyclical component of the time series, (2) estimating the level of cyclical comovement, and (3) estimating the relationship between comovement and stock price.<B>Findings</B> - The results suggest that experience based service firms benefit financially from adopting the advertising "prescription" that encourages firms to increase advertising during recessions. Credence based firms, however, experience negative financial returns when they implement the advertising "prescription". <B>Research limitations/implications</B> - The limitation are data from US firms and a smaller sample size. The use of the Hodrick Prescott filter may be considered a limitation, as other filtering methods may be utilized. The results suggest that academics’ and practitioners’ advertising "prescription" is not a one-size-fits-all strategy for service firms.<B>Practical implications</B> - Managers must be aware that the type of service their firm provides influences whether increasing or decreasing advertising spending during a recession has a positive or negative impact on financial performance. Credence-based firms, such as those in the banking and insurance industries should avoid increasing advertising spending during recessions, as it may lead to negative financial performance. Experience-based firms, such as those in the entertainment and travel industries, benefit financially from increased advertising during recessions. <B>Originality/value</B> - This research is first to investigate the differential impact of recessionary advertising on service firms. Article literatinetwork@emeraldinsight.com (Astrid L Keel, Brian L. Bourdeau) Tue, 06 May 2014 00:00:00 +0100 INVESTIGATING BRAND EQUITY OF THIRD-PARTY SERVICE PROVIDERS http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=3&articleid=17108722&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - This research applies theory and techniques from the services and marketing literature to a supply chain context consisting of a shipper or seller, a customer or buyer, and a third-party logistics service provider (3PL) to investigate corporate brand equity resulting from service quality, customer satisfaction and customer loyalty towards the 3PL.<B>Design/methodology/approach</B> - A conceptual model was developed from the literature and tested with Finnish industrial firms using an online survey. Data were analysed using structural equation modelling to examine relationships among the four constructs.<B>Findings</B> - Hypothesised relationships among the four constructs in the conceptual model were supported however the relationship between loyalty and corporate brand equity was weak.<B>Research limitations/implications</B> - This investigatory research is based on a one country sample making transferability and generalisability to other countries difficult.<B>Practical implications</B> - The findings of this research should enable 3PL managers to determine service offerings that are most important to either shippers or customers, develop a service package using such offerings to satisfy needs, and thus build loyalty and corporate brand equity among both parties.<B>Originality/value</B> - This paper adds to our knowledge of these constructs in a supply chain context, particularly for 3PLs, and provides an interdisciplinary approach to research in the supply chain domain. Article literatinetwork@emeraldinsight.com (David Grant, Jouni Juntunen, Jari Juga, Mari Juntunen) Tue, 06 May 2014 00:00:00 +0100 The role of collective angst during and after a service failure http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=3&articleid=17108514&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - To examine the role of collective angst, the concern about the future viability of one’s group, during service failure and recovery.<B>Design/methodology/approach</B> - To test this objective we utilize an experiment to examine how Kuwaitis react to service failures when the front line employee is a foreigner.<B>Findings</B> - The results indicate that collective angst is associated with greater anger following a service failure. We also find that collective angst moderates the impact of cultural distance on anger and recommendation intentions following a service failure recovery attempt. More specifically, cultural distance leads to greater anger and lower intentions to recommend a service establishment for consumers that experience greater collective angst.<B>Originality/value</B> - Our research provides a first attempt at examining how locals consumers react to foreigner service providers, by examining how concern about the future vitality of one’s national group, in other word collective angst affects such reactions. Article literatinetwork@emeraldinsight.com (Amro A. Maher, Rana Sobh) Tue, 06 May 2014 00:00:00 +0100 EMOTIONAL ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY: AN EXPLORATORY STUDY IN THE LUXURY HOTEL INDUSTRY http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=3&articleid=17108542&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - The purpose of this study was to investigate the service recovery experience in the luxury hotel industry by introducing emotions as a predictor of future behavioral intention (FBI) and to compare traditional cognitive measures of satisfaction following a recovery process with measures based on affect. <B>Design/methodology/approach</B> - A mixed methods approach was adopted comprising a main quantitative study, preceded by an exploratory qualitative study. <B>Findings</B> - The study provides further support for the use of emotions in understanding consumer behavior following a service failure.<B>Research limitations/implications</B> - As an abstract concept, we have only limited physical, measurable manifestation of emotions, and the construct is difficult to operationalize in social sciences research. Furthermore, this research has required retrospective self reporting of emotions.<B>Practical implications</B> - The use of emotions can provide a better diagnostic tool for understanding attitudes that customers go away with following a service failure, rather than concentrating on cognitive measures of performance. <B>Originality/value</B> - The study has provided further support for the use of emotions in understanding consumer behavior following a service failure. Article literatinetwork@emeraldinsight.com (Kristen Riscinto Kozub, Martin Anthony O'Neill, Adrian A Palmer) Tue, 06 May 2014 00:00:00 +0100 Problematic Customers and Customer Service Employee Retaliation http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=3&articleid=17108588&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - The purpose of this paper is to examine the effects of problematic customer behaviors on customer service employee attitudes and subsequent retaliation towards customers.<B>Design/methodology/approach</B> - Data from five semi-structured depth interviews and a structured survey with 434 responses is used to develop and test the theoretical model. Customer service employees working in different call center companies serving American and European customers were approached using an established survey panel. <B>Findings</B> - Results using Partial Least Squares (PLS) methodology showed that problematic customer behaviors have significant effects on emotional dissonance and drain customer service employees emotionally. Negative emotional reactions are positively impacted by higher emotional dissonance and exhaustion levels and subsequently, lead to higher employees’ retaliation.<B>Research limitations/implications</B> - For implications, this study provides an understanding of the relationship between problematic customer behaviors and customer service employees’ retaliation. Future researchers can utilize the findings to investigate employee retaliation in other marketing employees. Limitation: Cross sectional data.<B>Practical implications</B> - This paper provides call center managers with an understanding of the effects of problematic customer behaviors on employee attitudes. It discusses the need for understanding problematic customers and ways to manage the effects of such experiences. This research helps call center and customer service managers recognize the existence of problematic customer behaviors and retaliation of employees, and different levels of antecedents to such employee responses.<B>Originality/value</B> - Originality / Value: The study investigates an under researched phenomenon, problematic customer behaviors. It provides evidence of relationship between problematic customer behaviors and customer service employee retaliation. This study is one of the few to investigate employee retaliation in services. Article literatinetwork@emeraldinsight.com (Ramana Kumar Madupalli, Amit Poddar) Tue, 06 May 2014 00:00:00 +0100 The impact of Corporate Social Responsibility (CSR) performance and perceived brand quality on customer based brand preference http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=3&articleid=17108518&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Brian Beal) Tue, 06 May 2014 00:00:00 +0100 The moderating roles of organizational justice on the relationship between emotional exhaustion and organizational loyalty in airline services http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=3&articleid=17108548&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Brian Beal) Tue, 06 May 2014 00:00:00 +0100 Should all service firms follow the recessionary advertising prescription? http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=3&articleid=17108535&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Brian Beal) Tue, 06 May 2014 00:00:00 +0100 Investigating brand equity of third-party service providers http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=3&articleid=17108509&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Brian Beal) Tue, 06 May 2014 00:00:00 +0100 The role of collective angst during and after a service failure http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=3&articleid=17108506&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Brian Beal) Tue, 06 May 2014 00:00:00 +0100 Emotional antecedents and outcomes of service recovery: an exploratory study in the luxury hotel industry http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=3&articleid=17108519&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Brian Beal) Tue, 06 May 2014 00:00:00 +0100 Problematic customers and customer service employee retaliation http://www.emeraldinsight.com/journals.htm?issn=0887-6045&volume=28&issue=3&articleid=17108558&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Brian Beal) Tue, 06 May 2014 00:00:00 +0100