Journal of Services Marketing: Volume 19 Issue 4

Assessing the human element in service personality formation: personality congruency and the Five Factor Model

Eric G. Harris, David E. Fleming

This purpose of this paper is to explore the role of service personality in services marketing and service marketing communications. Central to the study is the influence of…

Determinants of multiple channel choice in financial services: an environmental uncertainty model

Filipe Coelho, Chris Easingwood

The use of multiple channels is increasingly an option for many products. Yet, despite their popularity, little is known in a systematic way about such channel structures. In…

Market orientation, strategic flexibility, and performance: implications for services providers

Rajshekhar (Raj) G. Javalgi, Thomas W. Whipple, Amit K. Ghosh, Robert B. Young

This article proposes investigating implications for service providers who adopt a market orientation. It hopes to extend current thinking by integrating market orientation and…

Loyalty programs and a sense of community

Mark S. Rosenbaum, Amy L. Ostrom, Ronald Kuntze

Previous research has explored the impact of customer participation in organizational‐sponsored loyalty programs on customer loyalty; however, the findings are mixed. Other…

The impact of customer relationship marketing on the firm performance: a Spanish case

Carmen Camarero Izquierdo, Jesús Gutiérrez Cillán, Sonia San Martín Gutiérrez

While a vast number of studies have pointed out the keys of relationship marketing practices in consumer markets, little attention has been paid to the value the organization can…

The effect of intercultural sensitivity on employee performance in cross‐cultural service encounters

Steve Sizoo, Richard Plank, Wilfried Iskat, Hendrick Serrie

The significant increase in service offerings throughout the world has caused marketing scholars to focus their attention on the characteristics of the service encounter. With the…