Purpose – The purpose of the paper is to compare measures of subjective and objective knowledge as well as usage/experience measures in a credence service environment for two different samples, namely college students and non‐student adults. Design/methodology/approach – Data were...

Purpose – The purpose of this paper is to introduce the concept of retailer service culture. A service culture is the customer‐centric culture aimed at exceeding customer expectations and creating superior customer value through the development of service and related performance...

Purpose Services marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that may prevent service failure from occurring in the first place. Building on previous studies that assess...