Services Marketing Quarterly, Volume 42, Issue 1-2 (2021)

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Services Marketing Quarterly, Volume 42, Issue 1-2 (2021)

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Research Article

Article
Service-Oriented High-Performance Work Practices as Predictors of Retail Employees’ Work Engagement and Service Climate Perceptions
Theuns Kotzé & Pierre Mostert
Pages: 1-19
Published online: 13 Jun 2021
AbstractforService-Oriented High-Performance Work Practices as Predictors of Retail Employees’ Work Engagement and Service Climate Perceptions | Full Text | References | PDF (1.6 MB) | EPUB
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Article
The Roles of Workplace Friendship and Supervisory Interactional Justice in the Relationship between Workplace Envy and Service Outcomes
Praneet Randhawa & Hannah S. Lee
Pages: 20-37
Published online: 14 Jun 2021
AbstractforThe Roles of Workplace Friendship and Supervisory Interactional Justice in the Relationship between Workplace Envy and Service Outcomes | Full Text | References | PDF (1.2 MB) | EPUB
  • 407 Views
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Article
The Influence of Service Brand Perceptions and Ideals on Consumption Intentions
Lisa M. Sciulli & Charlene Bebko
Pages: 38-56
Published online: 14 Jun 2021
AbstractforThe Influence of Service Brand Perceptions and Ideals on Consumption Intentions | Full Text | References | PDF (1.8 MB) | EPUB
  • 135 Views
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Article
Self-Service Technology in Casual Dining Restaurants
Elin Nilsson, Johannes Pers & Linn Grubbström
Pages: 57-73
Published online: 22 Jul 2021
AbstractforSelf-Service Technology in Casual Dining Restaurants | Full Text | References | PDF (857.6 KB) | EPUB
  • 6676 Views
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Open Access
Article
Hierarchical Relationships among Brand Equity Dimensions: The Mediating Effects of Brand Trust and Brand Love
Rozbeh Madadi, Ivonne M. Torres & Miguel Ángel Zúñiga
Pages: 74-92
Published online: 24 Jul 2021
AbstractforHierarchical Relationships among Brand Equity Dimensions: The Mediating Effects of Brand Trust and Brand Love | Full Text | References | PDF (1.1 MB) | EPUB
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Article
Marketing Mix Elements and Customer Service Satisfaction: Empirical Evidence in the Malaysia Edutainment Theme Park Industry
Mohd Haniff bin Jedin & Indra a/p Balachandran
Pages: 93-107
Published online: 24 Jul 2021
AbstractforMarketing Mix Elements and Customer Service Satisfaction: Empirical Evidence in the Malaysia Edutainment Theme Park Industry | Full Text | References | PDF (934.2 KB) | EPUB
  • 1269 Views
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Article
Analysis of Social Media Usage and Relationship to Profit Margin among Insurance Companies
Katherine Taken Smith & L. Murphy Smith
Pages: 108-123
Published online: 20 Jul 2021
AbstractforAnalysis of Social Media Usage and Relationship to Profit Margin among Insurance Companies | Full Text | References | PDF (804.9 KB) | EPUB
  • 525 Views
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Article
Evaluating Sales Training Effectiveness at the Reaction and Learning Levels
Ashraf M. Attia, Earl D. Honeycutt Jr.Rana Fakhr & Sharon K. Hodge
Pages: 124-139
Published online: 22 Jul 2021
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