Journal of Services Marketing: Volume 17 Issue 6

Choosing leisure services: the effects of consumer timestyle

June Cotte, S. Ratneshwar

As the leisure industry matures, it is important for marketers to have a clear understanding of why people choose to consume specific leisure services. The paper proposes that…

Antecedents to consumers’ disclosing intimacy with service employees

Håvard Hansen

The paper presents a model that suggests that four relationship variables traditionally found to affect behavior beneficial to the firm also increase consumers’ disclosing…

The influence of mass communication and time on satisfaction and loyalty

Dawn Bendall‐Lyon, Thomas L. Powers

This paper reports research on the impact of mass communication and the passage of time on consumer satisfaction and loyalty in a high‐involvement service setting. The study was…

Managerial implications of predicting purchase behavior from purchase intentions: a retail patronage case study

C. Robert Newberry, Bruce R. Klemz, Christo Boshoff

Services managers are dependent on forecasting purchase behavior when making resource allocation decisions. Purchase intentions are commonly used as a basis to forecast purchase…

A proposed model of the descriptors of service process

Karl J. Mayer, John T. Bowen, Margaret R. Moulton

This paper presents a two‐dimensional model of service process that is linked to customer encounter satisfaction and is modified by a customer’s perceptual filters, including…