Journal of Services Marketing: Volume 21 Issue 1

Establishing a service channel: a transaction cost analysis of a channel contract between a cruise line and a tour operator

Irene C.L. Ng

The purpose of this paper is to highlight why service firms have difficulty in establishing channels and how transaction costs increase as a result. The paper shows how such…

Turf wars or a misunderstanding of roles: an examination of the relationship between marketers and lawyers within the corporation

Paul Sergius Koku

The purpose of this paper is to examine the relationship between the marketing and legal departments within the corporation and how this relationship allows corporate attorneys to…

A service effort allocation model for assessing customer lifetime value in service marketing

Ben Shaw‐Ching Liu, Nicholas C. Petruzzi, D. Sudharshan

The purpose of this paper is to apply customer lifetime value models to assess the overall value of the service encounter and to establish implications that such an assessment has…

The conceptual domain of service loyalty: how many dimensions?

Tim Jones, Shirley F. Taylor

The majority of research in marketing now represents loyalty as a multi‐dimensional construct; however, agreement on whether it has two or three dimensions is lacking, and…

Banking patronage motives of the urban informal poor

Stephen Graham Saunders, Mike Bendixen, Russell Abratt

The purpose of this paper is to provide an understanding of the banking needs of urban informal poor consumers in South Africa. These consumers find it difficult to obtain access…

An exploration of relational customers' response to service failure

Natalie Hedrick, Michael Beverland, Stella Minahan

The purpose of this paper is to examine how customers with different relational bonds respond to the same service failure. In particular, the framework to service failure and…

Emerald at 40

Rebecca Marsh