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......
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......
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 ......
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 ......
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
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.
A model of financial securities salespersons’ job stress
Tập 10 Số 3 - Trang 21-38
According to a recent study, one of the ten most stressful occupations in the USA is that of a financial services salesperson. Severe job stress has been linked to decreased satisfaction, commitment and productivity, and increased absenteeism, burnout and turnover. Aims to test a model of job stress in the financial services profession, focussing on two central sources of stress: individual charac......
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......
Frequent (flier) frustration and the dark side of word‐of‐web: exploring online dysfunctional behavior in online feedback forums
Tập 24 Số 6 - Trang 446-457
– Following the perspective of frustration theory customer frustration incidents lead to frustration behavior such as protest (negative word‐of‐mouth). On the internet customers can express their emotions verbally and non‐verbally in numerous web‐based review platforms. The purpose of this study is to investigate online dysfunctional customer behavior, in particular negative “word‐of‐web” (WOW) in......
Erratum
Tập 2 Số 4 - Trang 67-70
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb006059. When citing the article, please cite: Philip D. Cooper, Ralph W. Jackson, (1988), “APPLYING A SERVICES MARKETING ORIENTATION TO THE INDUSTRIAL SERVICES SECTOR”, Journal of Business & Industrial Marketing, Vol. 3 Iss 2 pp. 51 - 54.