Journal of Services Marketing: Volume 22 Issue 1

Brand familiarity: its effects on satisfaction evaluations

Jackie L.M. Tam

The purpose of this paper is to examine the moderating effects of brand familiarity on satisfaction evaluations and behavioral intentions.

Implementation of service profit chain initiatives in a franchise system

Alex Maritz, Gideon Nieman

The purpose of this paper is to evaluate the implementation of the service profit chain as an entrepreneurial marketing initiative within a defined franchise system. An objective…

An empirical analysis of e‐service implementation: antecedents and the resulting value creation

Adam Rapp, Tammy Rapp, Niels Schillewaert

The purpose of this paper is to examine the antecedents and perceived value associated with e‐business implementation in service firms. E‐business has enabled the development of…

Causes and consequences of grudge‐holding in service relationships

Matthew P. Bunker, Dwayne Ball

The purpose of this paper is to place grudge‐holding as a theoretical construct, measure it, and empirically place it in a nomological net and, additionally to discuss the…

Comparing three signals of service quality

Dwane H. Dean, Jane M. Lang

The purpose of this paper is to investigate a relatively new signal of service quality, third‐party evaluation of a service brand.

An exploration of happy/sad and liked/disliked music effects on shopping intentions in a women's clothing store service setting

Greg Broekemier, Ray Marquardt, James W. Gentry

The purpose of this paper is to determine which two dimensions of music, happy/sad or liked/disliked, have significant effects on shopping intentions, thereby providing guidance…

The notion of internal market orientation and employee job satisfaction: some preliminary evidence

Spiros Gounaris

The purpose of this paper is to examine the impact of Internal Market Orientation (IMO) on the application of internal marketing practices and employee job satisfaction.