| The Journal of Services Marketing 2006 |
| Title | Subject | Authors |
|---|
| A confirmation perspective on perceived service quality.(service quality management and consumer preferences ) | Business | Hamer, Lawrence O. |
| A cross-industry comparison of customer satisfaction. | Business | Gilbert, G. Ronald, Veloutsou, Cleopatra |
| A service perspective on modelling intentions of on-line purchasing. | Business | Daniel, Kerry, Wang, Paul, Hackman, David, Siegfried P. Gundergan, |
| Building a customer base in the electronic marketplace: an empirical exploration of the e-tailing industry. | Business | Talaga, James, Jiang, Pingjun |
| Consumer politeness and complaining behavior. | Business | Lerman, Dawn |
| Customer satisfaction in the restaurant industry: an examination of the transaction-specific model. | Business | Andaleeb, Syed Saad, Conway, Carolyn |
| Developing successful technology-based services: the issue of identifying and involving innovative users. | Business | Parasuraman, A., Gustafsson, Anders, Kristensson, Per, Matthing, Jonas |
| Exploring managers' perspectives of the impact of brand management strategies on employee roles within a service firm. | Business | Grace, Debra, King, Ceridwyn |
| Exploring the role of culture in trust development with service providers.(customer culture and their faith in services industries) | Business | Janda, Swinder, Seo, Sunhee |
| Firm-specific influences on the internalization of after-sales service activities in foreign markets. | Business | Morschett, Dirk |
| Gender bias in customer evaluations of service quality: an empirical investigation. | Business | Oswald, Sharon L., Snipes, Robin L., Thomson, Neal F. |
| How do corporate reputation and customer satisfaction impact customer defection? A study of private energy customers in Germany. | Business | Walsh, Gianfranco, Wiedmann, Klaus-Peter, Dinnie, Keith |
| I love my accountants - they're wonderful: understanding customer delight in the professional services arena.(consumer satisfaction) | Business | McNeilly, Kevin M., Barr, Terri Feldman |
| Marketing financial services to Hispanic American consumers: a portfolio-centric analysis. | Business | Stevenson, Thomas H., Plath, D. Anthony |
| Marketing research, market orientation and customer relationship management: a framework and implications for service providers. | Business | Martin, Charles L., Javalgi, Rajshekhar (Raj) G., Young, Robert B. |
| Modeling store loyalty: perceived value in market orientation practice.(marketing management) | Business | Quester, Pascale G., Chen, Shu-Ching |
| Online service failure, consumer attributions and expectations. | Business | Bernhardt, Kenneth L., Harris, Katherine E., Mohr, Lois A. |
| On-screen characters: their design and influence on consumer trust. | Business | McGoldrick, Peter, Luo, J.T., Beatty, Susan, Keeling, Kathleen A. |
| Perceptions of incompatibility in customer-to-customer interactions: examining individual level differences. | Business | Sharma, Arun, Raajpoot, Nusser A. |
| Pricing practices of service organizations. | Business | Indounas, Kostis A. |
| Relationship development in a multinational utilities network. | Business | Tyler, Katherine, Stanley, Edmund, Brady, Amanda |
| Relationship marketing: the influence of consumer involvement on perceived service benefits. | Business | Kinard, Brian R., Capella, Michael L. |
| Segmenting service "complainers" and "non-complainers" on the basis of consumer characteristics.(customer behavior) | Business | Grace, Debra, Bodey, Kelli |
| Sequential service quality in service encounter chains: case studies. | Business | Svensson, Goran |
| Service orientation and performance: an organizational perspective.(customer service management) | Business | Timmerman, John E., Lytle, Richard S. |
| Service personalization and loyalty. | Business | Ball, Dwayne, Coelho, Pedro S., Vilares, Manuel J. |
| Service quality, customer satisfaction, and behavioral intentions in the service factory. | Business | Olorunniwo, Festus, Hsu, Maxwell K., Udo, Godwin J. |
| The art of service recovery: fact or fiction?(customer service management) | Business | Bowers, Michael R., Hocutt, Mary Ann, Donavan, D. Todd |
| The effectiveness of environmental claims for services advertising. | Business | Chan, Ricky Y.K., Leung, T.K.P., Y.H. Wong |
| The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants.(consumer complaints) | Business | Kau, Ah-Keng, Loh, Elizabeth Wan-Yiun |
| The good guys don't always win: the effect of valence on service perceptions and consequences.(customer satisfaction) | Business | Brady, Michael K., Cronin, J. Joseph, Jr., Bourdeau, Brian L., Voorhees, Clay M. |
| The impact of affect on service quality and satisfaction: the moderation of service contexts.(service quality management on modern services industry ) | Business | Ying Jiang, Cheng Lu Wang |
| The impact of brand trust and satisfaction on retailer repurchase intentions. | Business | Voorhees, Clay M., Zboja, James J. |
| The impact of involvement on satisfaction for new, nontraditional, credence-based service offerings. | Business | Prenshaw, Penelope J., Kovar, Stacy E., Burke, Kimberly Gladden |
| The impact of market price volatility on consumer satisfaction with lowest-price refunds.(retailers' pricing policies) | Business | Estelami, Hooman, Bergstein, Heather |
| The power of explanations in mitigating the ill-effects of service failures. | Business | Mattila, Anna S. |
| The relationship of the visual element of an advertisement to service quality expectations and source credibility. | Business | James, Karen E., Clow, Kenneth E., Kranenburg, Kristine E., Berry, Christine T. |
| The theoretical underpinnings of emotional dissonance: a framework and analysis of propositions. | Business | Julian, Craig, Phillips, Brendan, Tan, Thomas Tsu Wee |
| Uncovering the keys to successful service elimination: 'Project ServDrop'.(elimination decisions in service industry) | Business | Avlonitis, George J., Papastathopoulou, Paulina G., Gounaris, Spiros P. |
| What factors influence customer-oriented prosocial behavior of customer-contact employees?(Employee attitudes and customer relationship management) | Business | Yong-Ki Lee, Jung-Heon Nam, Dae-Hwan Park, Kyung Ah Lee |
| Why consumers are not using internet banking: a qualitative study.(customer behavior) | Business | Devlin, James F., Gerrard, Philip, Cunningham, J. Barton |
| Why consumers use and do not use technology-enabled services.(Internet) | Business | Johnson, Lester W., Walker, Rhett H. |
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