The Journal of Services Marketing 1998 - Abstracts

The Journal of Services Marketing 1998
A customer-oriented framework for empowering service employees.BusinessAhmed, Pervaiz K., Rafiq, Mohammed
Advertising appeals used by services marketers: a comparison between Hong Kong and the United States.BusinessHa, Louise
An option-based approach for pricing perishable services assets.BusinessFinch, J. Howard, Casavant, Richard, Becherer, Richard C.
Antecedents to client satisfaction in business services.BusinessNowak, Linda I., Washburn, Judith H.
Benchmarking quality goals in service systems.BusinessWen-Hsien Chen
Communicating service quality: are business-to-business ads different?BusinessGreen, Corliss L.
Designing the service guarantee: unconditional or specific?BusinessMcDougall, Gordon H.G., Levesque, Terrence, VanderPlaat, Peter
Determinants of service quality and satisfaction in the auto casualty claims process.BusinessStafford, Thomas F., Stafford, Marla Royne, Wells, Brenda P.
Drivers of market orientation and performance in service firms.BusinessO'Connor, Stephen, Egeren, Marsha van
Internationalization of services: the service exporting decision.BusinessPatterson, Paul G., Winsted, Kathryn Frazer
Managing the delayed service encounter: the role of employee action and customer prior experience.BusinessMarmorstein, Howard, Sarel, Dan
Market orientation, service quality and business profitability: a conceptual model and empirical evidence.BusinessChen, Su-Jane
Opportunities for marketing travel services to new-age elderly.BusinessMathur, Anil, Sherman, Elaine, Schiffman, Leon G.
Promoting leisure services: economic and emotional aspects of consumer response.BusinessBush, Victoria D., Wakefield, Kirk L.
Promotional products vs price promotion in fostering customer loyalty: a report of two controlled field experiments.BusinessKendrick, Alice
Role theory, role management and service performance.BusinessBroderick, Anne J.
Segmenting purchasers of organisational professional services: a risk-based approach.BusinessMitchell, V.-W.
Service failure and loyalty: an exploratory empirical study of airline customers.BusinessPalmer, Adrian, Bejou, David
Service quality as a competitive opportunity.BusinessWren, Brent M., Rapert, Molly Inhofe
Services advertising and providing services on the Internet.BusinessGleason, Kimberly C., Mathur, Ike, Mathur, Lynette Knowles
Services quality and satisfaction: the process of people doing things together.BusinessBowers, Michael R., Swan, John E.
Source expertise versus experience effects in hospital advertising.BusinessBraunsberger, Karin, Munch, James M.
Symbols in service advertisements.BusinessMohr, Lois A., Cobb-Walgren, Cathy J.
The advertising of services: what is an appropriate role for humor?BusinessFugate, Douglas L.
The effect of guarantees on consumers' evaluation of services.BusinessOstrom, Amy L., Iacobucci, Dawn
The impact of outcome, competency and affect on service referral.BusinessZinkhan, George M., Johnson, Madeline, Ayala, Gail S.
Why do customers switch? The dynamics of satisfaction versus loyalty.BusinessMittal, Banwari
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