Understanding the contribution of marketing to economic and social outcomes is fundamental to broadening the focus of marketing. The authors develop a comprehensive model that integrates the impact of service quality and service satisfaction on both economic and societal outcomes. The model is...

Building on capability theory, this paper presents a reconceptualization of the innovation capability construct within a knowledge-intensive service context, specifically, professional service firms (PSFs). Employing a rigorous multi-stage scale development process we interviewed 37 participants...

This study investigates how professional service firms (PSFs) compete in the market. Drawing on strategic marketing literature, a managerial rather than customer perspective is adopted. The study investigates the competitive positions sought by professional service providers and the specific...

This paper examines the relative influence of two key antecedents of brand loyalty-satisfaction and involvement and the moderating role of experience, using a sample of business buyers. The central argument of this paper is that the strength of the effect of these variables on attitudinal brand...

There are few research-based insights into professional service firms’ (PSFs) contemporary marketing practices. This is unfortunate as the professional services sector is a key contributor to growth in Australian and other economies around the world. As professional services are unique in a...

This paper seeks to challenge researchers and business organizations to think about the measures they are using in their attempt to measure customer satisfaction and any subsequent decision-making and actions that may result. Specifically, the paper endeavours to raise awareness of the...

Prior research suggests that consumers may vary in the degree to which they wish to engage in a relationship with their service providers. The authors identify previously found and new factors that influence whether consumers expect a service provider to form a relationship with them. The...

This paper addresses the limited empirically founded approaches to model the antecedents of service innovation/new service development (NSD) and service firm performance. Drawing on the dynamic capability-based view of competitive strategy, the paper attempts to model the role of dynamic...

The literature on NSD-based competitive strategy that has grown in significance suggests that service innovation or new service development (NSD) enables service firms to gain competitive advantage. However, the literature still lacks a well-founded conceptualisation and measure of the NSD...

Considerable resources are expended annually on building business brands, yet the literature is virtually silent on brand loyalty in a business setting. This study examines the relationship between attitudinal loyalty and behavioral loyalty in a business services context, and attempts to...