Journal of Services Marketing: Volume 24 Issue 1

Strategies for achieving success for innovative versus incremental new services

Michael C. Ottenbacher, Robert J. Harrington

The purpose of this paper is to examine whether managers should have a different approach for the development of very innovative services from that of incremental new services.

Service customer commitment and response

Tim Jones, Gavin L. Fox, Shirley F. Taylor, Leandre R. Fabrigar

This paper aims to examine the role of three forms of customer commitment (normative, affective, and continuance) on a variety of loyalty‐related customer responses.

Four‐mode channel interactivity concept and channel preferences

Bela Florenthal, Aviv Shoham

This paper has two purposes. First, it aims to propose an alternative conceptualization for interactivity that distinguishes between four interactivity modes: human, medium…

The youth market for internet banking services: perceptions, attitude and behaviour

Vinh Sum Chau, Liqing W.L.C. Ngai

This paper aims to investigate the perceptions, attitudes and behaviour of the youth market for internet banking services (IBS).

Consumer relationship proneness: a reexamination and extension across service exchanges

Janet Turner Parish, Betsy Bugg Holloway

This paper aims to answer two key questions focused on increasing the understanding of consumer relationship proneness (CRP) and its role in customer relationship management…

What are the fundamental features supporting service quality?

Akiko Ueno

There are many features that have been regarded as having a critical role in supporting service quality. The purpose of this article is to identify those features that are…

New directions for customer‐to‐customer interaction research

Richard Nicholls

This paper aims to identify new directions for research into customer‐to‐customer interaction (CCI). It also aims to examine thematically the main achievements of two decades of…

Retraction notice

Measuring the impact of research

Rebecca Marsh