Journal of Services Marketing: Volume 27 Issue 3

The impact of reward personalisation on frequent flyer programmes ' perceived value and loyalty

Lars Meyer-Waarden

The purpose of this research is to contribute to a better theoretical and empirical knowledge about the way frequent flyer programmes influence customer behaviour. It aims to…

Affective and cognitive antecedents of customer loyalty towards e-mail service providers

Sampath Kumar Ranganathan, Vivek Madupu, Sandipan Sen, John R. Brooks

The purpose of this study is to identity cognitive and affective determinants of customer loyalty towards e-mail services, including interrelationships, and to understand the…

Store managers, profitability and satisfaction in multi-unit enterprises

Lynn M. Murray, Kenneth R. Evans

This study aims to explore how managers of multi-unit retail chains balance unit customer satisfaction and profitability through the manager ' s customer, sales, and…

The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery

Beomjoon Choi, Suna La

This study seeks to examine perceived corporate social responsibility (CSR) with a focus on ethical and legal questions, related to the constructs such as recovery satisfaction…

Developing an integrated vision of customer value

Silvia Martelo Landroguez, Carmen Barroso Castro, Gabriel Cepeda-Carrión

The aim of this paper is to contribute to the service management literature by identifying the possible relationship between customer value seen from the customer perspective and…

Developing a competitive international service strategy: a case of international joint venture in the global service industry

Kyuho Lee, Melih Madanoglu, Jae-Youn Ko

The purpose of this paper is to examine how an international joint venture (IJV) company can efficiently develop a competitive international service strategy in the competitive…