Journal of Services Marketing
Cơ quản chủ quản: N/A
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...
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 ...
SELECTION CRITERIA FOR PROFESSIONAL SERVICE PROVIDERS
Tập 3 Số 4 - Trang 61-69
This study examines the importance of nineteen selection criteria consumers
might use in their choice of a professional service provider. Factor analysis
reduced the variables to five factors—knowledge, comfort, time, social
reputation, and accessibility. The results present strong implications for
competitiveness of professional service providers, with knowledge and comfort
items representing tho...
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...
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...
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...
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 ...