Journal of Services Marketing: Volume 18 Issue 7

Consumers' perceptions of e‐shopping characteristics: an expectancy‐value approach

Heejin Lim, Alan J. Dubinsky

An increasing number of consumers are turning to the Internet to make their purchases. Yet, many e‐tailers are going out of business or retrenching. If e‐tailers hope to attract…

Customer satisfaction should not be the only goal

Rebekah Bennett, Sharyn Rundle‐Thiele

Customer satisfaction is an important issue for marketing managers, particularly those in services industries. However, it appears that achieving customer satisfaction is often…

The applicability of SERVQUAL in cross‐national measurements of health‐care quality

William E. Kilbourne, Jo Ann Duffy, Michael Duffy, George Giarchi

This study investigates the applicability of a modified SERVQUAL instrument as a means of measuring residents' perceptions of long‐term health‐care service quality in the USA and…

A dimension‐specific analysis of performance‐only measurement of service quality and satisfaction in China's retail banking

Lianxi Zhou

This study examines specific dimensions of the performance‐only measurement of service quality (SERVPERF) as determinants of consumer satisfaction and subsequent behavioral…

An investigation into the antecedents of goal congruence in retail‐service settings

Leonard V. Coote, Evan Price, Anna‐Lena Ackfeldt

The authors report the results of two studies that model the antecedents of goal congruence in retail‐service settings. They draw the antecedents from extant research and propose…

The export of e‐services in the age of technology transformation: challenges and implications for international service providers

Rajshekhar G. Javalgi, Charles L. Martin, Patricia R. Todd

Advancements in information and communication technologies have created unprecedented opportunities to services providers in both developing and developed countries. The service…