Journal of Services Marketing: Volume 26 Issue 4

Are they being served? Linking consumer expectation, evaluation and commitment

Chris Mason, John Simmons

The paper aims to develop a conceptual framework to show how service provider value propositions and customer purchase decisions represent the offer and acceptance of types of…

Developing a scale for measuring the personality of sport teams

Rodoula Tsiotsou

The purpose of the study is to develop a reliable measure of sport team personality that incorporates the relevant dimensions/traits consumers attribute to their sport teams.

Understanding loyalty bonds and their impact on relationship strength: a service firm perspective

Melissa L. Moore, S. Ratneshwar, Robert S. Moore

Based on previous research in services, marketing, organizational behavior and psychology, this paper aims to identify four types of loyalty bonds that an individual can form with…

Service convenience and social servicescape: retail vs hedonic setting

Doan T. Nguyen, Tom DeWitt, Rebekah Russell‐Bennett

While there have been numerous studies on the antecedents and consequences of service quality, there has been little investigation of the moderators of service quality. The…

Factors influencing relationship development in franchise partnerships

Levent Altinay, Maureen Brookes

This paper aims to identify and evaluate the factors which influence relationship development between franchisors and franchisees in international service franchise partnerships.

Motives of dysfunctional customer behavior: an empirical study

Kate L. Daunt, Lloyd C. Harris

This paper aims to examine the associations between individual factors (personality and demographic variables) and contextual factors (servicescape and situation‐specific…