Journal of Services Marketing: Volume 21 Issue 3

Customer orientation, relationship quality, and relational benefits to the firm

Gerrard Macintosh

This research seeks to test a model examining the potential links between customer orientation, expertise, and relationship quality at the interpersonal level and the link between…

How consumers with disabilities perceive “welcome” in retail servicescapes: a critical incident study

Stacey Menzel Baker, Jonna Holland, Carol Kaufman‐Scarborough

This paper aims to extend understanding of the cues that customers with disabilities use to judge inclusion/welcome (or not) in interactions in retail stores.

A proposed multi‐dimensional approach to evaluating service recovery

Mahesh S. Bhandari, Yelena Tsarenko, Michael Jay Polonsky

The purpose of this paper is to extend thinking on service recovery processes and satisfaction with service recovery, using multi‐dimensional consumer outcomes. The objective of…

An exploratory study of employee turnover indicators as predictors of customer satisfaction

Robert F. Hurley, Hooman Estelami

The service profit chain postulates that higher employee satisfaction levels lead to high customer satisfaction, and ultimately affect consumer loyalty and profitability. One…

Services purchased at brick and mortar versus online stores, and shopping motivation

Rajasree K. Rajamma, Audhesh K. Paswan, Gopala Ganesh

This study seeks to explore the idea that consumers select a particular shopping mode – i.e. bricks and mortar versus online outlet – based on their perceptions about whether a…

The service recovery paradox: justifiable theory or smoldering myth?

Vincent P. Magnini, John B. Ford, Edward P. Markowski, Earl D. Honeycutt

The purpose of this study is to address the discrepancy between research that supports the service failure recovery and that which does not by examining customer satisfaction in…