Journal of Services Marketing: Volume 24 Issue 5

Service quality, trust, commitment and service differentiation in business relationships

Pierre Chenet, Tracey S. Dagger, Don O'Sullivan

While service quality, trust and commitment are frequently cited as critical to achieving important firm outcomes, the role of service differentiation in this framework is largely…

The role of intimacy in service relationships: an exploration

Andrea C. Beetles, Lloyd C. Harris

Relationship marketing is now commonly acknowledged as an alternative marketing paradigm. However, despite the use of the relationship metaphor in marketing contexts for many…

Characteristics of services – a new approach uncovers their value

Sabine Moeller

Four characteristics have been regularly applied to services: intangibility, heterogeneity, inseparability, perishability (IHIP). More and more exceptions occur which have…

Testing a branch performance model in a New Zealand bank

Ugur Yavas, Emin Babakus, Nicholas J. Ashill

This study aims to develop and test a comprehensive model that begins with management commitment/concern and progresses through intermediate links of service climate and in‐role…

Service brand equity and employee brand commitment

Narumon Kimpakorn, Gerard Tocquer

The aims of this article are to measure the brand equity of service firms (luxury hotels) using a customer perspective, to identify factors that predict customers’ brands…

A CIT investigation of other customers' influence in services

Jingyun Zhang, Sharon E. Beatty, David Mothersbaugh

This paper aims to explore the different forms of other customers' influence in various service settings.

Synergistic effects of operant knowledge resources

Joanna Phillips Melancon, David A. Griffith, Stephanie M. Noble, Qimei Chen

Building on the service‐centered dominant logic, this paper aims to investigate the effects of firm knowledge (knowledge of customers, industry, and practices) and synergistic…