Journal of Services Marketing: Volume 25 Issue 5

Satisfaction, inertia, and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness

Li‐Wei Wu

Empirical studies investigating the antecedents of customer loyalty typically focus on satisfaction. This study aims to develop and test a more comprehensive model of the…

A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)

Sander Svari, Terje Slåtten, Göran Svensson, Bo Edvardsson

The objective of this paper is to test the validity and reliability of a SOS construct and its dimensions (i.e. self, other and situational) of negative emotions in the context of…

Franchise partner selection: perspectives of franchisors and franchisees

Maureen Brookes, Levent Altinay

This paper aims to identify the partner selection criteria employed both by franchisors and franchisees in master franchise agreements and evaluate how different selection…

The effect of service employees' competence on financial institutions' image: benevolence as a moderator variable

Nha Nguyen, André Leclerc

The purpose of this study is to investigate the contribution of benevolence as a moderator variable that enhances the effect of service employees' competence on the customer's…

An examination of consumer advocacy and complaining behavior in the context of service failure

Piotr Chelminski, Robin A. Coulter

This paper aims to examine the relationships between consumer advocacy and consumer complaining behaviors such as voicing and negative word‐of‐mouth in the context of…

Do switching barriers in the retail banking industry influence bank customers in different age groups differently?

Goitom Tesfom, Nancy J. Birch

The purpose of this paper is to examine whether switching barriers in the retail banking industry affect different age groups differently.

A transactional model of forgiveness in the service failure context: a customer‐driven approach

Yelena Tsarenko, Dewi Rooslani Tojib

The concept of forgiveness has received significant attention in the fields of philosophy and psychology. However, little is known about the application of this concept in the…

Memorable Customer Experiences: A Research Anthology

Willemijn van Dolen