Purpose – This research seeks to examine how the expectation process and its components evolve over time and purchase experience. Design/methodology/approach – A longitudinal study was conducted over the period of one year using a sample of university students who were purchasing an...

Purpose – Responding to demand fluctuations is a difficult problem in the marketing of services. This problem is particularly difficult in the delivery of health care, as it requires a complex network of facilities, equipment and trained personnel. This paper aims to examine how health care...

Purpose – This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on service recovery performance. Using data from...

Purpose – This paper aims to explore whether demographic differences between diverse customers and service providers impact service failure and recovery perceptions. Design/methodology/approach – The critical incidents technique was used to gather data on service failures and recovery....

Purpose – The purpose of this paper is to present and discuss a conceptual model of purchase intentions, trust, and e‐servicescape that presents online physical environments as comprising three dimensions. It aims to develop and extend existing research into physical service environments...

Purpose – The purpose of this paper is to highlight important issues in the study of dysfunctional customer behavior and to provide a research agenda to inspire, guide, and enthuse. Through a critical evaluation of existing research, the aim is to highlight key issues and to present...

Purpose – The purpose of this paper is to explore poor service encounters from the customer's perspective. Design/methodology/approach – Multiple autoethnographic accounts of overwhelmingly dreadful customer experiences at a department store were gathered and analyzed. The writers of the...

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...

Focuses on the issue of how to improve quality in marketing with references to a services context. Offers a definition of Services Marketing and Quality in Marketing and attempts to match the dimensions of both by way of a Holistic Model for quality improvement in a services context. Applies...

Demonstrates a method for examining service failures and recovery strategies in service industries and provides a typology of service failures and recoveries in the restaurant industry. Based on 373 critical incidents collected from restaurant customers, uses the critical incident technique...