Journal of Retailing articles from March 1997

Journal of Retailing archives from March 1997

Services marketing: perspectives on service excellence.(Special Issue: Service Marketing)
March 22, 1997... Over the past twenty years, services marketing has become established as a core discipline within marketing. With this special issue, the Journal of Retailing continues its role in support of services research. In 1993, the first special issue...

Customers' motivations for maintaining relationships with service providers.(Special Issue: Service Marketing)
March 22, 1997... Maintaining long-term relationships with customers is acknowledged to be critical for services marketers. However, very little is known about why customers maintain long-term relationships with service providers. This paper suggests that a...

Contact employees: relationships among workplace fairness, job satisfaction and prosocial service behaviors.(Special Issue: Service Marketing)
March 22, 1997... Contact employees deliver the promises of the firm, create an image for the firm and sell the firm's services. Leading firms and scholars propose a possible relationship between the fair treatment of these employees and excellence in service...

The impact of other customers on service experiences: a critical incident examination of "getting along."(Special Issue: Service Marketing)
March 22, 1997... Service encounters often occur in the presence of multiple customers who share the service scape with each another. This study was conducted to ascertain the positive and/or negative effects that other customers may have upon one's service...

The impact of music on consumers' reactions to waiting for services.(Special Issue: Service Marketing)
March 22, 1997... In many services, waiting is becoming a pivotal factor in satisfaction and quality judgement (Dube, Schmitt, and Leclerc, 1991; Taylor, 1994; Taylor and Claxton, 1994). Many providers attempt to reduce the negative effects of waiting by cutting...

Designing and implementing new services: the challenges of integrating service systems.(Special Issue: Service Marketing)
March 22, 1997... The design and implementation of new services is u poorly understood process. The limited prior research has been characterized by the adoption of models II, at fail to consider important aspects of service planning, notably the impact that a...

Assessing regression-based importance weights for quality perceptions and satisfaction judgements in the presence of higher order and/or interaction effects.(Special Issue: Service Marketing)
March 22, 1997... The quest for a better understanding of how consumers' quality perceptions and satisfaction judgements contribute to ultimate purchase intentions continues to represent one of the key challenges facing service marketers. Using regression models...