Journal of Services Marketing: Volume 20 Issue 6

Relationship marketing: the influence of consumer involvement on perceived service benefits

Brian R. Kinard, Michael L. Capella

The purpose of this article is to empirically examine the influence of consumer involvement on perceived relational benefits across service types.

Exploring managers' perspectives of the impact of brand management strategies on employee roles within a service firm

Ceridwyn King, Debra Grace

This study seeks to examine the impact of brand management strategies on the employee role in the deliverance of the service experience consistent with the brand from a management…

The impact of brand trust and satisfaction on retailer repurchase intentions

James J. Zboja, Clay M. Voorhees

The purpose of this paper is to demonstrate spill‐over effects from customer perceptions of trust in and satisfaction with a brand to customer evaluations of a retailer and…

Service personalization and loyalty

Dwayne Ball, Pedro S. Coelho, Manuel J. Vilares

To investigate the effect of service personalization on loyalty, and to measure some of the psychological dynamics of the process.

The relationship of the visual element of an advertisement to service quality expectations and source credibility

Kenneth E. Clow, Karen E. James, Kristine E. Kranenburg, Christine T. Berry

The purpose of this paper is to investigate the relationship of the visual element in a print advertisement to service quality expectations and to the source credibility score…

How do corporate reputation and customer satisfaction impact customer defection? A study of private energy customers in Germany

Gianfranco Walsh, Keith Dinnie, Klaus‐Peter Wiedmann

To analyze whether perceived corporate reputation and customer satisfaction are directly associated with customer intention.