Journal of Services Marketing: Volume 30 Issue 1

Back to the future! The importance of history in services marketing

Rebekah Russell-Bennett, Steve Baron

Revisiting “big ideas in services marketing” 30 years later

Leonard L. Berry

“Big Ideas in Services Marketing”, published in 1987, identified seven precepts fundamental to the just emerging field; this paper aims to explore the relevance of these ideas…

Retrospective: tracking service failures and employee recovery efforts

K. Douglas Hoffman, Scott W. Kelley, Holly M. Rotalsky

The purpose of this paper is to provide an evaluation of the findings first put forward in the article Tracking Service Failures and Employee Recovery Efforts with the benefit of…

Retrospective: compatibility management: customer-to-customer relationships in service environments

Charles L. Martin

This paper aims to revisit Martin and Pranter’s (1989) Journal of Services Marketing article, “Compatibility Management […]”, and by doing so, heighten service scholars’ and…

A re-examination of service standardization versus customization from the consumer’s perspective

Ying Ding, Hean Tat Keh

The purpose of this paper is to investigate the pros and cons of service standardization (vs customization) from the consumer’s perspective, the key factors influencing consumers’…

The GRID scale: a new tool for measuring service mixed satisfaction

Alice Audrezet, Svein Ottar Olsen, Ana Alina Tudoran

The purpose of this study is to evaluate a bidimensional tool to measure overall service satisfaction: the evaluative space grid (GRID scale). The GRID scale provides a common…

Unlocking the potential of branding in social marketing services: utilising brand personality and brand personality appeal

Ross Gordon, Nadia Zainuddin, Christopher Magee

This paper aims to demonstrate the utility of branding theory for social marketing services. Specifically, this is to our knowledge the first to investigate brand personality (BP…

As time goes by ... maintaining longitudinal satisfaction: a perspective of hedonic adaptation

Yu Ying, Fengjie Jing, Bang Nguyen, Junsong Chen

The purpose of this paper is to improve our understanding of how firms can maintain longitudinal satisfaction. Previous research on longitudinal satisfaction demonstrates that the…

The mediating effects of customers’ intimacy perceptions on the trust-commitment relationship

Nicole Ponder, Betsy Bugg Holloway, John D. Hansen

This paper aims to draw from intimacy theory in examining the mediating effects of interactive communication and social bonds on the trust–commitment relationship.

Examining customer evaluations across different self-service technologies

Nichola Robertson, Heath McDonald, Civilai Leckie, Lisa McQuilken

This study aims to examine the influence of different self-service technologies (SSTs) on customer satisfaction with and continued usage of SSTs. Specifically, it compares an…

Exploring the relationships between compassion at work, the evaluative perspective of positive work-related identity, service employee creativity, and job performance

Won-Moo Hur, Taewon Moon, Seung-Yoon Rhee

This study examines whether compassion at work increases service employees’ job performance. More specifically, the purpose of this study is to show the mechanism through which…

What makes consumers believe: the impacts of priming and sequential service experiences on consumer emotions and willingness to pay

Ting-Jui Chou, En-Chung Chang, Yanan Zheng, Xiaofei Tang

The purpose of this study is to explore the effects of priming on consumer emotions and willingness to pay as consumers experience two services with two opposite valences.