International Journal of Service Industry Management: Volume 9 Issue 2
Table of contents
Evaluating relationships: are satisfaction and quality enough?
Deborah E. Rosen, Carol SurprenantThis paper examines the current literature and trends in the measurement of service relationships. The authors present evidence from two industry studies which suggests that…
Customer responses to emotional labour in discrete and relational service exchange
Kent GraysonAs part of their jobs, many service employees are required to express certain emotions, such as positive affect toward service customers. Sometimes employees do not actually feel…
Customer‐service provider relationships: an empirical test of a model of service quality, satisfaction and relationship‐oriented outcomes
Donald J. Shemwell, Ugur Yavas, Zeynep BilginThe objective of this study was to empirically test a model of relationships among service quality, satisfaction and selected behavioural outcomes. Particular attention was paid…
Customer satisfaction and its consequences on customer behaviour revisited: The impact of different levels of satisfaction on word‐of‐mouth, feedback to the supplier and loyalty
Magnus SöderlundExplores the extent to which the form of the relationship between customer satisfaction and customer behaviour is different under conditions of “low” satisfaction and “high”…
Relationship dissolution model: antecedents of relationship commitment and the likelihood of dissolving a relationship
Mary Ann HocuttA relationship dissolution model is developed that depicts some of the key antecedents of relationship commitment as revealed in the context of the dissolution of a buyer‐seller…