Journal of Services Marketing: Volume 29 Issue 1

A narrative review and meta-analysis of service interaction quality: new research directions and implications

Kumar Rakesh Ranjan, Praveen Sugathan, Alexander Rossmann

This paper aims to conceptualize and empirically test the determinants of service interaction quality (SIQ) as attitude, behavior and expertise of a service provider (SP)…

Corporate social responsibility and customer loyalty: exploring the role of identification, satisfaction and type of company

Andrea Pérez, Ignacio Rodríguez del Bosque

The aim of the authors of this paper is to propose a cognitive – affective – conative sequential model to study how three dimensions of corporate social responsibility (CSR) image…

Antecedents of the client’s trust in low- versus high-consequence decisions

Mellina da Silva Terres, Cristiane Pizzutti dos Santos, Kenny Basso

The purpose of this study is to address the role of high- and low-consequence exchanges in the relationship between trust and its antecedents (i.e., affective and cognitive…

The role of external customer mind-set among service employees

Rajesh Iyer, Mark C Johlke

The purpose of this study is to develop and test a model of the antecedents and outcomes of one aspect of customer mind-set (CMS) – external CMS (ECMS) — among front-line…

The role of listening in e-contact center customer relationship management

JungKun Park, Te-Lin (Doreen) Chung, Frances Gunn, Brian Rutherford

The main purpose of the study is to examine the relationships between e-listening and customers’ perceptions of interpersonal service quality and utilitarian value during…

Exploring the relationship between service orientation, employee engagement and perceived leadership style: a study of managers in the private service sector organizations in India

Sapna Popli, Irfan A Rizvi

The aim of this paper is to explore the relationship between leadership, employee engagement and service orientation, specific to the private service sector organizations in…

Customer response to employee emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction

Won-Moo Hur, Tae-Won Moon, Yeon Sung Jung

This study aims to extend emotional labor theories to the customer outcomes by examining a theoretical model of how emotional labor performed by the service worker affects…

Editorial

Steve Baron, Rebekah Russell-Bennett