Originally published as the Journal of Services Marketing Volume 19 Number 3, 2005
ISBN: 1 84544 143 5
Guest edited by: Michel Laroche, Concordia University, Canada.
This Special Issue features papers from the second meeting of the Royal Bank International Research Seminar which took place in Montreal at the John Molson School of Business, Concordia University, September 26 and 27, 2003.
The main topic of this international seminar was Cultural perspectives on services marketing. The main objective of the seminar was to bring together international researchers from different disciplines interested in advancing knowledge on the influence of culture and culture change in the marketing of services.
Contents:
Modeling consumer satisfaction and word-of-mouth: restaurant patronage in Korea
This research seeks to extend the notions of utilitarian and hedonic value to account for outcomes of consumer service encounters. It shows how restaurant managers should place increased emphasis on the physical environment as it clearly plays a role in creating positive consumer outcomes and building strong customer relationships.
The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service
This paper aims to investigate the structural relationships between out-patient satisfaction and service quality dimensions under a South Korea health care system where patients have substantial freedom in choosing their medical service providers and to further study the causal relationship between service quality and satisfaction between out-patient subgroups obtained on the basis of gender, age and types of services received.
Does Hispanic-targeted advertising work for services?
The study seeks to examine two variables of interest to marketers in the area of services advertising, ethnicity and service involvement. The goal of this study is to investigate the relative effectiveness of ethnic-targeting in services advertising, specifically, Hispanic-targeted advertising.
Incorporating service quality into consumer mall shopping decision making: a comparison between English and French Canadian consumers
Traditionally, researchers in environmental psychology have developed the classic C (cognition)- E (emotion)- B (behaviour) paradigm. However, some researchers have failed to replicate this classic paradigm and suggested that cognition is an antecedent to emotions. The main goals of this research are to extend the C-E-B paradigm by incorporating consumers' perceptions of service quality and to determine whether the extended model of consumer shopping mall decision process is invariant across English and French Canadian consumers.
Individualistic orientation and consumer susceptibility to interpersonal influence
Interpersonal influences play a major role in shaping consumer choice decisions. This is particularly evident in the case of services, where intangibility and variability add to the decision difficulty. This article seeks to speculate that, in addition to individual differences, susceptibility to interpersonal influence also varies systematically across cultures with varying degrees of individualism-collectivism.
An empirical assessment of comparative approaches to service quality measurement
The purpose of this paper is to propose and empirically assess three comparative approaches to measuring service quality: modified gap model, TOPSIS and loss function. It aims to argue for the use of TOPSIS from decision sciences, and loss function from operations research and engineering, as alternative approaches to the gap model.
About the Journal of Services Marketing
The Journal of Services Marketing provides a specialist source of academic information in the field, providing insights into consumer behaviour, how they react to service encounters and the factors dictating marketing success or failure. It not only details the latest research and concepts, but also examines the theoretical and managerial implications – suggesting future research opportunities and how to turn the information into profitable practice.
Cutting through boundaries between service businesses, service industries, nations and economies, it provides a valuable source of knowledge and information for both academics and corporate practitioners. Every article published in the Journal of Services Marketing has been subject to a double blind review process to ensure its relevance and quality.
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