Journal of Services Marketing: Volume 28 Issue 7

Reverse use of customer data: implications for service-based business models

Hannu Saarijärvi, Christian Grönroos, Hannu Kuusela

The purpose of this study is to explore and analyze the implications of reverse use of customer data for service-based business models. In their quest for competitive advantage…

Does customer sociability matter? Differences in e-quality, e-satisfaction, and e-loyalty between introvert and extravert online banking users

Mohammad A Ahmad Al-Hawari

The purpose of this study is to investigate the relationships between e-quality, e-satisfaction and e-loyalty and test how these relationships vary across different levels of…

Different actors’ roles in small companies service innovation

Patrik Gottfridsson

The purpose of the study is to create an initial understanding of how various internal and external actors contribute to the development of new services based on the research…

The differentiated effects of CSR actions in the service industry

Ana B. Casado-Díaz, Juan L. Nicolau-Gonzálbez, Felipe Ruiz-Moreno, Ricardo Sellers-Rubio

The purpose of this study is to attempt to explain why the impact of Corporate Social Responsibility (CSR) initiatives may be different and/or more important in service firms…

Tangibilizing services through visual tangible cues in corporate Web sites: a six-country cross-cultural analysis

Daechun An

– The purpose of this study is to examine cross-cultural differences in the use of visual tangible cues in local corporate Web sites of six nations.

Bridging the academia-practitioner divide: the case of “service theater”

Aidan Daly, Steve Baron, Michael J. Dorsch, Raymond P. Fisk, Stephen J. Grove, Kim Harris, Richard Harris

This paper aims to demonstrate the applicability of a theatrical framework for improving the effectiveness of the knowledge transfer of service research findings to practitioners…

Exploring key antecedents of purchase intentions within different services

Hong-Youl Ha, Raphaël K. Akamavi, Phillip J. Kitchen, Swinder Janda

The purpose of this research is to investigate the direct and indirect effects of these determinants on purchase intentions. Competitive environments such as those in retail and…

Executive summary of “Bridging the academia-practitioner divide: the case of ‘service theater’”

Executive summary of “Reverse use of customer data: implications for service-based business models”

Brian Beal

Executive summary of “Does customer sociability matter? Differences in e-quality, e-satisfaction, and e-loyalty between introvert and extravert online banking users”

Brian Beal

Executive summary of “Tangibilizing services through visual tangible cues in corporate Web sites: a six-country cross-cultural analysis”

Executive summary of “Exploring key antecedents of purchase intentions within different services”

Executive summary of “The differentiated effects of CSR actions in the service industry”

Executive summary of “Different actors’ roles in small companies service innovation”