Maintains that many services marketing strategies have been based on four commonly accepted dimensions. Empirically tests these dimensions to determine if they are relevant for developing services marketing strategies in consumer markets. Shows that while they perceive significant differences...

Although interest in the marketing of professional services has grown steadily, there is still confusion over which services should be considered professional. Perceptions are important for marketing practitioners because consumers are likely to respond differently to stimuli such as advertising...

Examines the importance of delivering an all‐inclusive price bundle to consumers. A longitudinal study is conducted to test the role of expectations of both price and other costs (e.g. hassle, time spent) associated with a price bundle on perceptions of value across first‐time and repeat...

Purpose – The purpose of this paper is to offer a consumer‐centric perspective on experiences and interactions that is consistent with the foundational premises of the service‐dominant logic of marketing, and which incorporates an increased understanding of the value derived from...

Proposes that service quality can be improved by focusing on customer problems. Describes a problem‐centred research program used to establish the types and pervasiveness of customer problems and to evaluate the effect of each on customer satisfaction. Makes it possible to identifycritical...

Purpose – The purpose of this study is to develop and refine the theoretical framework underpinning consumer satisfaction emotions and re‐examine the emotions/behavioral intentions link. Design/methodology/approach – A quantitative research design was adopted for this study. An extensive...