The Journal of Services Marketing 2004 - Abstracts

The Journal of Services Marketing 2004
TitleSubjectAuthors
A dimension-specific analysis of performance-only measurement of service quality and satisfaction in China's retail banking.BusinessLianxi Zhou
A marketing-relevant framework for understanding service worker productivity.BusinessDobni, Dawn
An exploratory study of influences on retail service quality: a focus on Kuwait and Lebanon.BusinessRaven, Peter, Welsh, Dianne H.B.
An investigation into the antecedents of goal congruence in retail-service settings.BusinessCoote, Leonard V., Price, Evan, Ackfeldt, Anna-Lena
A reconceptualisation of the satisfaction-service performance thesis.BusinessWilson, Alan, Frimpong, Jacob
A typology of customer-service provider relationships: the role of relational factors in classifying customers.BusinessCoulter, Robin A., Ligas, Mark
Cognitive dissonance and the stability of service quality perceptions.BusinessPalmer, Adrian, O'Neill, Martin
Consumer complaining to firms: the determinants of channel choice.BusinessWirtz, Jochen, Mattila, Anna S.
Consumers' perceptions of e-shopping characteristics: an expectancy-value approach.BusinessDubinsky, Alan J., Heejin Lim
Consumers' resolution of credit card problems and exit behaviors.BusinessHogarth, Jeanne M., Hilgert, Marianne A., Kolodinsky, Jane M.
Consumer switching behavior in the Asian banking market.BusinessGerrard, Philip, Cunningham, J. Barton
Consumer views of service classifications in the USA and France.BusinessYoung, Clifford E., Ulaga, Wolfgang, Cunningham, Lawrence F., Moonkyu Lee
Critical service quality encounters on the Web: an exploratory study.BusinessSweeney, Jillian C., Lapp, Wade
Customer and employee views of critical service incidents.BusinessChung-Herrera, Beth G., Goldschmidt, Nadav, Hoffman, K. Doug
Customer loyalty to content-based Web sites: the case of an online health-care service.BusinessGummerus, Johanna, Liljander, Veronica, Pura, Minna, Riel, Allard van
Customer satisfaction should not be the only goal.BusinessRundle-Thiele, Sharyn, Bennett, Rebekah
Effects of contact employee supports on critical employee responses and customer service evaluation.BusinessMahn Hee Yoon, Jai Hyun Seo, Tae Seog Yoon
Examining service experiences and post-consumption evaluations.BusinessGrace, Debra, O'Cass, Aron
Exploring the determinants of retail service quality on the Internet.BusinessLong, Mary, McMellon, Charles
Global franchising: current status and future challenges.BusinessHoffman, Richard C., Preble, John F.
How "placed trust" works in a service encounter.BusinessHalliday, Sue Vaux
Jaycustomer behavior: an exploration of types and motives in the hospitality industry.BusinessHarris, Lloyd C., Reynolds, Kate L.
Measuring customer satisfaction in the fast food industry: a cross-national approach.BusinessGoode, Mark M.H., Moutinho, Luiz, Gilbert, G. Ronald, Veloutsou, Cleopatra
Modeling consumers' choice behavior: an application in banking.BusinessBabakus, Emin, Yavas, Ugur, Eroglu, Sevgin
New service development: a network perspective.BusinessPerks, Helen, Syson, Fiona
Perceptions of justice and employee willingness to engage in customer-oriented behavior.BusinessJae-Young Kim, Junyean Moon, Dongchul Han, Surinder Tikoo
Price changes and defection levels in a subscription-type market: can an estimation model really predict defection levels?BusinessDawes, John
Product assortment choice for independent Web-based call service centers.BusinessBhatnagar, Amit
Relating e-satisfaction to behavioral outcomes: an empirical study.BusinessDikolli, Shane S., Bansal, Harvir S., McDougall, Gordon H.G., Sedatole, Karen L.
Retaining and divesting customers: an exploratory study of right customers, "at-risk" right customers, and wrong customers.BusinessKa-shing Woo, Fock, Henry K.Y.
Rethinking customer expectations of service quality: are call centers different?BusinessDean, Alison M.
Rock on! An elementary model of customer satisfaction with musical performances.BusinessHausman, Angela, Minor, Michael S., Wagner, Tillmann, Brewerton, F.J.
Search quality in the financial services industry: a contingency perspective.BusinessPaswan, Audhesh K., Spears, Nancy, Hasty, Ron, Ganesh, Gopala
The applicability of SERVQUAL in cross-national measurements of health-care quality.(service quality)BusinessDuffy, Michael, Duffy, Jo Ann, Kilbourne, William E., Giarchi, George
The effectiveness of credit-card regulation for vulnerable consumers.BusinessBraunsberger, Karin, Roach, Dave, Lucas, Laurie A.
The effect of cognitive trust on hostage relationships.BusinessHogarth-Scott, Sandra, Colwell, Scott R.
The effects of organisational climate on market orientation: evidence from the facilities management industry.BusinessNwankwo, Sonny, Owusu-Frimpong, Nana, Ekwulugo, Frances
The export of e-services in the age of technology transformation: challenges and implications for international service providers.BusinessMartin, Charles L., Javalgi, Rajshekhar G., Todd, Patricia R.
The impact of service failure severity on service recovery evaluations andpost-recovery relationships.BusinessJones, Michael A., Beatty, Sharon E., Seungoog Weun
The impact of structure and process attributes on satisfaction and behavioral intentions.BusinessPowers, Thomas L., Bendall-Lyon, Dawn
The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres.BusinessMalhotra, Neeru, Mukherjee, Avinandan
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