Journal of Services Marketing: Volume 22 Issue 3

The consumer's expectation formation process over time

Jane W. Licata, Goutam Chakraborty, Balaji C. Krishnan

This research seeks to examine how the expectation process and its components evolve over time and purchase experience.

Using volume flexible strategies to improve customer satisfaction and performance in health care services

Thomas L. Powers, Eric P. Jack

Responding to demand fluctuations is a difficult problem in the marketing of services. This problem is particularly difficult in the delivery of health care, as it requires a…

Professional service firms entering emerging markets: the role of network relationships

Susan Freeman, Mark Sandwell

The purpose of this paper is to identify key barriers to internationalisation in emerging markets (EMs) for professional service firms (PSFs) from developed markets and to explain…

The customer socialization paradox: the mixed effects of communicating customer role expectations

Kenneth R. Evans, Simona Stan, Lynn Murray

Increasingly companies ask customers to participate in creating and producing services. This research aims to explore the effect that communicating role expectations to customers…

The role of emotion in explaining consumer satisfaction and future behavioural intention

David Martin, Martin O'Neill, Susan Hubbard, Adrian Palmer

Service quality and customer satisfaction have traditionally been conceptualised and measured using cognitive indicators. This paper aims to build on the body of literature that…

Determinants of the speed of elimination decision making in financial services

Paraskevas C. Argouslidis

Drawing upon theory on organizational decision speed, this study aims to take a first step toward an understanding of the temporal aspect of the elimination decision‐making…

Using question order for predictive service quality measures

Carol W. DeMoranville, Carol C. Bienstock, Kim Judson

Previous research shows that question order affects responses, but does not indicate which order is more accurate. This study aims to examine the effect of three question orders…