Journal of Services Research

Publishes articles on service marketing, service operations, service human resources and organizational design, and more.

Articles from Vol. 13, No. 1, April-September

Commitment to Service Quality in Automotive Dealerships: Results from an Australian Pilot Study
Automotive dealerships play an integral role in the initial and on-going relationship between the purchaser and vehicle manufacturer. Evidence, mostly anecdotal, suggests that the buying and servicing experience of the paying public in regards to automotive...
Customer Perception of Csr and Its Impact on Retailer Evaluation and Purchase Intention in India
The Indian organized retail industry holds immense promises and opportunities as a sunrise sector. The rising awareness levels of the consumers through education and media have begun to make the corporate more accountable in their CSR practices. This...
Progressives, Loyalists, Multinationals, and Newcomers: Clusters for Targeting Organisational Customers of Insurance
The purpose of this study is to identify segments of organizational customers of general insurance (OCGI) based on their perception of value (CPV) and demographic data. Data were collected through 21 interviews, two discussion groups, and administering...
Quality Management Practices and Tourism Destination Branding: Inter-Relationship and Preferential Study of the Components
Quality Management Practices (QMP) are already popular in engineering sector and it has enormously benefited both the manufacturers as well as the consumers. Due to globalization, especially in tourism sector, the trends have shifted towards providing...
Service Quality: Construct Comprehension and Evolution over Time
Increased competition and rise of demanding customer in the eighties forced service firms to explore ways to develop an edge over rivals through their marketing efforts. This was further accentuated by the emergence of service as the most dominant sector...
Talent Management and Employee Engagement: Insights from Infotech Enterprises Ltd
The case study addresses the issue of talent management and employee engagement in the context of IT industry where human resources are the key source of competitive advantage. The case study provides a base for discussing various people management practices...
Technology Based Management of Customer Relational Capital: Human-Touch Still a Necessity
This paper examines the role of information communication technology (ICT) in customer relation management(CRM). It explores organizational intellectual capital (IC) based on CRM by analyzing the efficiency and the effectiveness of ICT for social interaction...
Transaction Costs and Efficiency in Inter-Mediation
The transaction cost of intermediation between the lenders and borrowers is a crucial challenge for the lender and borrower. With the expansion in consumer lending and competition among banks, the necessity of reducing transaction costs to improve the...