Journal of Services Marketing: Volume 27 Issue 7

Multicultural markets and acculturation: implications for service firms

Konstantinos Poulis, Efthimios Poulis, Mo Yamin

The purpose is to construct an analytical framework that encapsulates implications for the marketing offering of service firms as a result of observed intra-national ethnic…

Customer reactions to service failure and recovery in the banking industry: the influence of switching costs

Celso Augusto de Matos, Jorge Luiz Henrique, Fernando de Rosa

The purpose of this study is to test the effects of satisfaction, satisfaction with service recovery (SSR) and switching costs (SC) on loyalty and positive word-of-mouth (PWOM) of…

The influence of social undermining on the service employee's customer-oriented boundary-spanning behavior

Jaewon Yoo

This study aims to investigate the effect of social undermining on the service employees' boundary-spanning behavior though perceived fit with job (P-J fit). This study also aims…

To purchase or not to purchase US products: role of religiosity, animosity, and ethno-centrism among Malaysian consumers

Zafar Ahmed, Rosdin Anang, Nor Othman, Murali Sambasivan

The main purpose of this research is to empirically test how animosity, religiosity, and ethnocentrism interact to affect judgment about US products and purchase action of…

Alleviating the negative impact of delayed recovery: process- versus outcome-focused explanations

Chia-Chi Chang, Chia-Yi Chen

Limited research has explored the potential marketing strategies to counter the damage associated with delayed recovery. Based on the construal level theory, this study seeks to…

Corporate volunteering programs and consumer perceptions: an information processing perspective

Anna S. Mattila, Lydia Hanks

The purpose of this study is to understand how consumers perceive corporate volunteering programs. In particular, the author examines the moderating role of information processing…

Religious influences on consumers' high-involvement purchasing decisions

Haytham Siala

This aim of this paper is to investigate the impact that religious factors have on a consumer's perception of brand loyalty in the context of the services industry. Specifically…