Problematic customers and turnover intentions of customer service employees
AbstractPurpose– The purpose of this paper is to examine the effects of problematic customer behaviors on customer service employee attitudes and subsequent turnover intentions from the organization...
View ArticleThe role of emotions in online consumer behavior: a comparison of search,...
AbstractPurpose– The main objective of this paper is to compare consumers' online shopping behavior across three types of services (i.e. search, experience, and credence). Reviewing the marketing and...
View ArticleIntercultural service encounters (ICSE): an extended framework and empirical...
AbstractPurpose– This paper aims to extend the intercultural service encounters (ICSE) framework using role theory and information asymmetry perspective, to hypothesize differences in the strength of...
View ArticleAn extended service recovery model: the moderating impact of temporal...
AbstractPurpose– The purpose of this empirical paper is to explore for the first time, in a temporal sequence of events framework, how the various forms of justice (procedural, interactional and...
View ArticlePerformance effects of involving lead users and close customers in new...
AbstractPurpose– Customer involvement has been recognized as a key factor for successful service development. One important aspect affecting the outcome of new service development (NSD) projects in...
View ArticleService receivers' negative emotions in airline and hospital service settings
AbstractPurpose– The purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital. Design/methodology/approach– A...
View ArticleEvaluating digital piracy intentions on behaviors
AbstractPurpose– The purpose of this paper is to assess how well digital piracy self-report intentions predict actual digital piracy behaviors in service marketing research....
View ArticleBeyond Loyalty: Customer Satisfaction, Loyalty, and Fortitude
AbstractPurpose - This paper discusses the first effort to examine the relationships between satisfaction, the four loyalty phases, fortitude, and a sense of virtual...
View ArticleThe Role of Employee Job Satisfaction in strengthening Customer Repurchase...
AbstractPurpose - The purpose of this manuscript is to examine the role of front line employee job satisfaction on customer's behavioral intentions.Design/methodology/approach - Research design is...
View ArticleTowards an Approach to Signage Management Quality (SMQ)
AbstractPurpose - The paper goes through signage management from the standpoint of the user in a service quality perspective and by three principal means. First it gives a literature review on the...
View ArticleAn examination of consumers' resistance to computer-based technologies
AbstractPurpose - This paper aims to provide a better understanding of non-adoption of technological interfaces. The majority of diffusion research on technological innovations does not distinguish...
View ArticleMANAGING CUSTOMER MISBEHAVIOR: CHALLENGES AND STRATEGIES
AbstractPurpose - In this study we aim to explore the impact of customer misbehavior on frontline employees and managers and to elucidate the management tactics and strategies that managers employ in...
View ArticleThe Servicescape as an Antecedent to Service Quality and Behavioral Intentions
AbstractPurpose - The purpose of this paper is to examine whether the servicescape should be subsumed as a dimension within service quality conceptualizations or whether it is a unique construct in...
View ArticleThe Effects of Service on Multichannel Retailers’ Brand Equity
AbstractPurpose - This research provides insight on the interactive effects of service quality and e-service quality on perceptions of retailer brand equity and also extends and tests the efficacy of...
View ArticleDesign of contracts between knowledge-intensive service firms in comparative...
AbstractPurpose - This article explores how knowledge-intensive service firms design inter-firm contracts to govern the exchange of highly intangible and inseparable knowledge under varying degrees of...
View ArticleInvestigating the impact of resource capabilities on customer loyalty: A...
AbstractPurpose - In this paper, we examine the impact of resource capabilities on customer loyalty of the UK hotels. Understanding this impact will help organisations to improve customer satisfaction...
View ArticleREVISITING INTERNAL MARKET ORIENTATION: A NOTE
AbstractPurpose - This note seeks to further our understanding of the domain of the IMO construct in a developing country, as suggested by Lings and Greenley (2005). We build on their proposed...
View ArticleA practical perspective on the classification of service innovations
AbstractPurpose - This paper aims to link academic classifications of service innovation with practical activities by firms to detail the essence of service innovation.Design/methodology/approach -...
View ArticleDoes a surprise strategy need words? : the effect of explanations for a...
AbstractPurpose - Delighting customers by pleasant surprises is a common strategy yet the potential downside of such a strategy (i.e., raising customer expectations) has received scant attention. The...
View ArticleA segmentation of adolescent online users and shoppers
AbstractPurpose - The purpose of this study is to identify key motivations for adolescents using and shopping on the Internet, and to segment the sample based on these...
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