Issues

Back to the future! The importance of history in services marketing

Rebekah Russell-Bennett; Steve Baron
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Revisiting “big ideas in services marketing” 30 years later

Leonard L. Berry
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Retrospective: tracking service failures and employee recovery efforts

K. Douglas Hoffman; Scott W. Kelley; Holly M. Rotalsky
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Retrospective: compatibility management: customer-to-customer relationships in service environments

Charles L. Martin
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A re-examination of service standardization versus customization from the consumer’s perspective

Ying Ding; Hean Tat Keh
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The GRID scale: a new tool for measuring service mixed satisfaction

Alice Audrezet; Svein Ottar Olsen; Ana Alina Tudoran
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Unlocking the potential of branding in social marketing services: utilising brand personality and brand personality appeal

Ross Gordon; Nadia Zainuddin; Christopher Magee
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As time goes by ... maintaining longitudinal satisfaction: a perspective of hedonic adaptation

Yu Ying; Fengjie Jing; Bang Nguyen; Junsong Chen
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The mediating effects of customers’ intimacy perceptions on the trust-commitment relationship

Nicole Ponder; Betsy Bugg Holloway; John D. Hansen
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Examining customer evaluations across different self-service technologies

Nichola Robertson; Heath McDonald; Civilai Leckie; Lisa McQuilken
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Exploring the relationships between compassion at work, the evaluative perspective of positive work-related identity, service employee creativity, and job performance

Won-Moo Hur; Taewon Moon; Seung-Yoon Rhee
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What makes consumers believe: the impacts of priming and sequential service experiences on consumer emotions and willingness to pay

Ting-Jui Chou; En-Chung Chang; Yanan Zheng; Xiaofei Tang
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