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Purpose – This “viewpoint” article aims to chronicle the history and evolution of the Journal of Services Marketing from 1987 through 2011, from the vantage point of Professor Charles L. Martin, who served on the journal's Editorial Advisory Board from 1987‐1990 and as Editor from 1990 to...
Purpose – Innovation has attracted considerable interest in recent years in improving competitive advantage for both profit and nonprofit organizations. Service innovation offers the potential for substantially improving the performance, but performance gains are often obstructed by users'...
Purpose – The purpose of this paper is to identify how the mere presence of other customers in a service encounter influences customers' evaluations of restaurant services. Design/methodology/approach – Phenomenological interviews were used to reveal the dimensions of other customers and to...
Purpose – To the extent that customer relationships with service providers provide value to service firms suggests that these relationships can be viewed as social capital. This paper seeks to use social capital as a theoretical framework to examine the effect of these relationships on customer...
Purpose – The purpose of this study is to examine the effectiveness of consumer boycotts, which have been launched by individuals using the internet, in inflicting economic harm on the targeted firms. Design/methodology/approach – The paper uses the event study technique to analyze the...
Purpose – This study aims to investigate if, when, and how the use of four different types of explanations affect customer satisfaction after a service failure. Design/methodology/approach – The study used written scenarios of a hypothetical service failure to manipulate explanation type,...
Purpose – The purpose of this paper is to explore potential negative outcomes of high fan identification as well as to identify the causal mechanism or mediator by which high identification may result in such negative responses. Design/methodology/approach – A scale development process was...
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