Service quality continues to be a significant issue in the banking industry. Because money and other financial services are generally undifferentiated products, banks are continually striving for increased service quality in order to achieve and maintain a competitive edge. Critical to the...

Examines differences in emotional and rational advertising appeal use across experiential and utilitarian services for 11 culturally diverse countries. Pooled across countries, rational appeals were found to be more dominant in utilitarian service advertising, while emotional appeals were used...

About the Guest Editor Dr Marla Royne Stafford is on the marketingfaculty at the University of Memphis. Prior to joining the University ofMemphis, Dr Stafford was an associate professor of marketing at theUniversity of North Texas. She received her PhD from the University ofGeorgia