Journal of Services Marketing
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A model of financial securities salespersons’ job stress
Journal of Services Marketing - 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......
Developing inventories for satisfaction and Likert scales in a service environment
Journal of Services Marketing - 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......
Erratum
Journal of Services Marketing - 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This article has been withdrawn as it was published elsewhere and accidentally duplicated.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.
Information search for home, medical, and financial services by mature consumers
Journal of Services Marketing - 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 ......
PROBLEM RECOGNITION: THE CRUCIAL FIRST STAGE OF THE CONSUMER DECISION PROCESS
Journal of Services Marketing - 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 ......
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
Journal of Services Marketing - 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
An empirical test of a proposed customer satisfaction model in e‐services
Journal of Services Marketing - 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
Journal of Services Marketing - 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......
Product management and the marketing of financial services
Journal of Services Marketing - 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......
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