Journal of Services Marketing
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Các bài báo tiêu biểu
Purchasing services online: a two‐country generalization of possible influences
Tập 23 Số 2 - Trang 92-102
– This research aims to investigate consumers' likelihood of purchasing services
online in two countries, the UK and Italy, which differ significantly in the
population's uptake of internet shopping. Four influences are considered:
service type, contact with service provider prior to online purchase,
familiarity with service provider, and experience with internet purchasing., –
For motor insurance...
Service Quality: the Front‐stage vs. the Back‐stage Perspective
Tập 5 Số 4 - Trang 59-70
Evaluates customers′ and employees′ service quality expectations and perceptions
from the example of a hospital environment. Considers employees′ responses in
administrative and nonadministrative categories. Notes differences between the
groups and discusses the managerial implications arising from the differences
found. Includes a detailed description of the methodology involved in the study.
PROBLEM RECOGNITION: THE CRUCIAL FIRST STAGE OF THE CONSUMER DECISION PROCESS
Tập 2 Số 3 - Trang 43-53
Since 1910, when John Dewey first introduced the five‐stage decision process, it
has been a widely accepted concept and still serves as the central pillar of a
popular consumer behavior model. These stages are Problem Recognition,
Information Search, Alternative Evaluation, Choice, and Outcomes. The importance
of these stages is attested to by the considerable attention devoted to most of
them in ...
The perceptions of waiters and customers on restaurant tipping
Tập 22 Số 2 - Trang 95-103
– The purpose of this paper is to see whether people who serve and people who
receive service in restaurants are aware of the factors that researchers and
restaurant professionals believe affect the size of tips., – The research
comprises two studies. Study 1 focuses on waiters – an anonymous questionnaire
was used. Study 2 was designed to assess the attitudes and beliefs of customers
about the sa...
An empirical test of a proposed customer satisfaction model in e‐services
Tập 22 Số 5 - Trang 399-408
– This research aims to build on recent advances in services marketing theory to
propose and evaluate empirically a model of online customer satisfaction and its
key antecedent and consequent constructs. This research also aims to establish
the role of attribution and disconfirmation within this context., – An online
survey is utilized to collect data and the proposed theoretical model is
estimate...
Đánh giá thực nghiệm về sự đánh giá của người tiêu dùng đối với chất lượng dịch vụ trang web: Khái niệm hóa và thử nghiệm một mô hình hình thành Dịch bởi AI
Tập 26 Số 6 - Trang 419-434
– Mục tiêu của nghiên cứu này là phát triển và kiểm tra một khái niệm và mô hình
cụ thể về chất lượng dịch vụ trang web và ảnh hưởng của chất lượng dịch vụ trang
web đối với lòng trung thành của nhà cung cấp dịch vụ điện tử và truyền miệng. –
Dữ liệu từ một cuộc khảo sát trực tuyến với người tiêu dùng trong hai nghiên cứu
đã được thu thập. – Kết quả hỗ trợ khái niệm hóa và vận hành chất lượng dịch...
#Chất lượng dịch vụ trang web #lòng trung thành của nhà cung cấp dịch vụ điện tử #truyền miệng #mô hình hình thành #trải nghiệm của khách hàng
Information search for home, medical, and financial services by mature consumers
Tập 23 Số 4 - Trang 226-235
– The purpose of this paper is to examine the information search behaviors of
mature consumers (age 55 and older) for new service purchases across several
contexts., – Almost 200 mature consumers in the Midwestern USA were surveyed
regarding new home, medical, or financial service purchases made within the past
12 months. Questions regarding information search, importance of different
information ...
Product management and the marketing of financial services
Tập 11 Số 2 - Trang 128-149
One of the most important developments in banking is the increased emphasis on
marketing a wide array of financial services. This emphasis has led to the
adoption of the product management system in one form or another by many large,
full‐service commercial banks. The transition to a product management system has
required banks to change how they organize and manage their operations. Examines
seve...
Developing inventories for satisfaction and Likert scales in a service environment
Tập 23 Số 4 - Trang 219-225
– The purpose of this paper is to produce up‐to‐date inventories for
satisfaction and Likert scales that contain commonly used scale point
descriptors and their respective mean scale values and standard deviations., –
All data were collected online using the SSI Survey Spot Panel. This panel is
national (USA) in scope. Thirty‐nine satisfaction items and 19 agreement items
were tested on a random s...