Journal of Services Marketing

Journal

Publication Venue For

  • #IHateYourBrand: adaptive service recovery strategies on Twitter.  31:281-294. 2017
  • In their shoes: co-creating value from deaf/hearing perspectives.  31:313-325. 2017
  • The mediating effects of customers’ intimacy perceptions on the trust-commitment relationship.  30:75-87. 2016
  • The Mediating Effects of Customers' Intimacy Perceptions on the Trust-Commitment Relationship.  30:71-87. 2016
  • Taxonomy of service-based loyalty program members.  24:271-282. 2010
  • A multi-level analysis of customer contact teams.  23:436-448. 2009
  • A Multi-Level Analysis of Customer Contact Teams.  23:436-448. 2009
  • Using volume flexible strategies to improve customer satisfaction and performance in health care services.  22:188-197. 2008
  • Using Volume Flexible Strategies to Improve Customer Satisfaction and Performance in Health Care Services.  22:188-197. 2008
  • The impact of structure and process attributes on satisfaction and behavioral intentions.  18:114-121. 2004
  • The influence of mass communication and time on satisfaction and loyalty.  17:589-608. 2003
  • Patient Care Teams: Customer Satisfaction and Team Cohesion.  17:666-684. 2003
  • Skill and resource based competitive methods: Impact on firm performance.  16:113-124. 2002
  • From Prisoners to Apostles: A Typology of Repeat Buyers and Loyal Customers in Service Businesses.  16:322-341. 2002
  • Drivers of market orientation and performance in service firms.  12:39-58. 1998
  • Building Expert Systems for Novice Salespeople from the Selling Scripts of Multiple Experts.  10:23-40. 1996
  • Characteristics of the salesforce in the us healthcare service industry: A comparative study of selling professional Services.  8:36-49. 1994
  • International Standard Serial Number (issn)

  • 0887-6045