| The Journal of Services Marketing 1998 |
| Title | Subject | Authors |
|---|
| A customer-oriented framework for empowering service employees. | Business | Ahmed, Pervaiz K., Rafiq, Mohammed |
| Advertising appeals used by services marketers: a comparison between Hong Kong and the United States. | Business | Ha, Louise |
| An option-based approach for pricing perishable services assets. | Business | Finch, J. Howard, Casavant, Richard, Becherer, Richard C. |
| Antecedents to client satisfaction in business services. | Business | Nowak, Linda I., Washburn, Judith H. |
| Benchmarking quality goals in service systems. | Business | Wen-Hsien Chen |
| Communicating service quality: are business-to-business ads different? | Business | Green, Corliss L. |
| Designing the service guarantee: unconditional or specific? | Business | McDougall, Gordon H.G., Levesque, Terrence, VanderPlaat, Peter |
| Determinants of service quality and satisfaction in the auto casualty claims process. | Business | Stafford, Thomas F., Stafford, Marla Royne, Wells, Brenda P. |
| Drivers of market orientation and performance in service firms. | Business | O'Connor, Stephen, Egeren, Marsha van |
| Internationalization of services: the service exporting decision. | Business | Patterson, Paul G., Winsted, Kathryn Frazer |
| Managing the delayed service encounter: the role of employee action and customer prior experience. | Business | Marmorstein, Howard, Sarel, Dan |
| Market orientation, service quality and business profitability: a conceptual model and empirical evidence. | Business | Chen, Su-Jane |
| Opportunities for marketing travel services to new-age elderly. | Business | Mathur, Anil, Sherman, Elaine, Schiffman, Leon G. |
| Promoting leisure services: economic and emotional aspects of consumer response. | Business | Bush, Victoria D., Wakefield, Kirk L. |
| Promotional products vs price promotion in fostering customer loyalty: a report of two controlled field experiments. | Business | Kendrick, Alice |
| Role theory, role management and service performance. | Business | Broderick, Anne J. |
| Segmenting purchasers of organisational professional services: a risk-based approach. | Business | Mitchell, V.-W. |
| Service failure and loyalty: an exploratory empirical study of airline customers. | Business | Palmer, Adrian, Bejou, David |
| Service quality as a competitive opportunity. | Business | Wren, Brent M., Rapert, Molly Inhofe |
| Services advertising and providing services on the Internet. | Business | Gleason, Kimberly C., Mathur, Ike, Mathur, Lynette Knowles |
| Services quality and satisfaction: the process of people doing things together. | Business | Bowers, Michael R., Swan, John E. |
| Source expertise versus experience effects in hospital advertising. | Business | Braunsberger, Karin, Munch, James M. |
| Symbols in service advertisements. | Business | Mohr, Lois A., Cobb-Walgren, Cathy J. |
| The advertising of services: what is an appropriate role for humor? | Business | Fugate, Douglas L. |
| The effect of guarantees on consumers' evaluation of services. | Business | Ostrom, Amy L., Iacobucci, Dawn |
| The impact of outcome, competency and affect on service referral. | Business | Zinkhan, George M., Johnson, Madeline, Ayala, Gail S. |
| Why do customers switch? The dynamics of satisfaction versus loyalty. | Business | Mittal, Banwari |
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