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Journal of Customer Service in Marketing & Management is a peer-reviewed journal published by Taylor & Francis, covering Customer Service Quality and Loyalty, Consumer Retail Behavior Studies, Technology Adoption and User Behaviour.
| Publisher | Taylor & Francis |
|---|---|
| Reference style | Author–year (Chicago, T&F) Author–year — (Smith, 2023) in the text Smith, Ada, Ben Jones, and Cara Lee. 2023. "A Representative Article Title." Journal of Customer Service in Marketing & Management 12 (3): 45–58.
Formats any DOI in Journal of Customer Service in Marketing & Management style. No sign-up. |
| Publishes research in | Customer Service Quality and Loyalty Consumer Retail Behavior Studies Technology Adoption and User Behaviour Consumer Behavior in Brand Consumption and Identification Quality and Supply Management |
| ISSN | 1069-2533 |
| h-index | 9 |
| i10-index | 6 |
| Total citations | 332 |
| Top institutions publishing here | Grand Valley State University |
| Journal website | www.tandfonline.com |
| You get | A submission-ready PDF and the editable LaTeX source — ready to submit. |
Citations each year’s papers have accumulated so far — the most recent years are still building up.
This study highlights the importance of relationships in the marketing of services. Relationships constructs such as Trust, Affective Commitment, and Continuance Commitment are operationalized in a marketing context and used as dependent variables in an empirical study of differences in how males and females approach relationships with three types of service providers (primary care physicians,…
Abstract This paper examines the importance of the Total Quality Management (TQM) movement for business enterprise. In view of the different conceptualizations of quality and the varied prescriptions for managing the process to ensure continuous and consistent achievement of the same, a framework is described which places the marketing discipline as the umbrella function that…
Abstract This paper examines two alternative methods of operationalizing perceived service quality with respect to their ability to explain variation in customer satisfaction. A comparison of (1) gap analysis (expectations-performance perceptions) and (2) performance-based analysis suggests that the latter may represent the best approach to measuring service quality because of its ability to explain variation…
Abstract Consumer sovereignty is a concept that is well-established in the marketing literature. It is widely assumed the customer satisfaction is a crucial variable in determining the long-run prosperity of a business. Since the sales force often has the most contact with the customer, it seems logical that their efforts toward satisfying the client would…
This study tests the survey responses of clients of accounting firms to determine what marketing cues influence their selection of firms and what relationship these cues have on the perceived service quality of the firms' products. The study argues that three marketing cue factors are influential in the clients' selection of accounting firms. Using Principle…
