Journal of Services Marketing: Volume 29 Issue 2

Green marketing programs as strategic initiatives in hospitality

Mark Scott Rosenbaum, Ipkin Anthony Wong

This paper aims to investigate a guest’s subjective appraisal of a hotel’s green marketing program, or green equity, along with value, brand and relationship equities on guest…

Consumer ethnocentrism vs. intercultural competence as moderators in intercultural service encounters

Piyush Sharma, Zhan Wu

This paper aims to explore the moderating effects of consumer ethnocentrism and intercultural competence on the impact of service outcome and perceived cultural distance…

An examination of corporate social responsibility and processing fluency in a service context

Lu Zhang, Anna S. Mattila

This study aims to examine the joint effect of processing fluency and service quality in a service context. In recent years, companies have become increasingly interested in…

Customer and employee co-creation of radical service innovations

Horace Melton, Michael D. Hartline

The study demonstrates that firms can effectively involve customers in new service development (NSD) to create radically innovative, high-performing new services. Prior research…

Foreign or domestic: who provides better customer service?

Amit Poddar, Timucin Ozcan, Ramana Kumar Madupalli

The purpose of this paper is to investigate the role of customer service employees’ (CSEs) competence and service recovery outcomes on service evaluations of foreign and domestic…

Achieving service quality through service innovation exploration – exploitation: the critical role of employee empowerment and slack resources

Phyra Sok, Aron O'Cass

This paper aims to investigate the effects of service innovation exploration – exploitation on financial performance through the delivery of quality services. Additional emphasis…

A view from the street: an exploratory study of consumer attitudes toward offshoring of professional services in the United States

Paul Sergius Koku

The study aims to examine consumer attitudes toward offshore-outsourcing of professional services in the USA. It focuses on the services of accountants, attorneys and doctors to…