Journal of Services Marketing: Volume 24 Issue 2

Embedding relationship cues in written communication

Maria M. Raciti, Tracey S. Dagger

Building and maintaining strong customer relationships has been suggested as a means for gaining a competitive advantage. Despite this, few studies have examined the link between…

Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites

Jamie Carlson, Aron O'Cass

The objective of this paper is to develop a conceptual model to examine the relationships among e‐service quality, consumer satisfaction, attitudes towards the web site and…

When demographic differences exist: an analysis of service failure and recovery among diverse participants

Beth G. Chung‐Herrera, Gabriel R. Gonzalez, K. Douglas Hoffman

This paper aims to explore whether demographic differences between diverse customers and service providers impact service failure and recovery perceptions.

An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e‐shopping

Spiros Gounaris, Sergios Dimitriadis, Vlasis Stathakopoulos

The purpose of this paper is to examine the effects of service quality and satisfaction on three consumer behavioral intentions, namely word‐of‐mouth, site revisit, and purchase…

Do hotels' “green” attributes contribute to customer satisfaction?

E. Robinot, J.‐L. Giannelloni

This paper aims to examine how “green” attributes contribute to hotel customers' overall satisfaction.

The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts

Margee Hume, Gillian Sullivan Mort

Organizations must base success on consumer retention predicated on the consumer's desire to repurchase. Some organizations, such as those providing emotionally charged and…

Special issue on anatomy of services branding