Journal of Services Marketing: Volume 26 Issue 5

Wearing community: why customers purchase a service firm's logo products

Mark S. Rosenbaum, Drew Martin

The purpose of this research is to investigate customer purchase of a service organization's logo/branded merchandise as a type of customer voluntary performance behavior.

Creating new market for industrial services in nascent fields

Yansong Hu, Damien McLoughlin

In recent years, industrial firms have been moving from selling pure products to selling smart services. Yet limited empirical evidence exists about how the new markets for these…

The relationship between employee satisfaction and customer satisfaction

Hoseong Jeon, Beomjoon Choi

This study aims to examine whether the relationship between employee satisfaction (ES) and customer satisfaction (CS) is bilateral or unilateral based on dyadic data. In addition…

Overcompensating for severe service failure: perceived fairness and effect on negative word‐of‐mouth intent

Breffni M. Noone

This study aims to examine the perceived fairness of overcompensation for severe service failures. The mediating effect of perceived fairness in the overcompensation‐negative…

Offshore outsourcing of customer services – boon or bane?

Piyush Sharma

Offshore outsourcing of customer services is growing rapidly but there is little known about its impact on customer perceptions and behavior. This paper aims to combine the…

Interactions and consequences of inertia and switching costs

Richard Lee, Larry Neale

Service research typically relates switching costs to customer loyalty, and portrays them as effective switching deterrents that engender harmful word‐of‐mouth (WOM). Rather than…

Time‐of‐day services marketing

Scott G. Dacko

The purpose of this paper is to synthesize, organize, and discuss multidisciplinary research influential to a service firm's use of a cyclical time‐based marketing approach that…