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 ArticleModelling trust in service relationships: a transnational perspective
AbstractPurpose– This empirical paper aims to assess the multi-dimensional nature of trust in service relationships. Although trust is deemed to be important for managing service relationships there is...
View ArticleInternet forums and negotiation of healthcare knowledge cultures
AbstractPurpose– Internet forums are an important arena for information exchange between consumers. Despite healthcare being one of the most accessed information categories on the internet, knowledge...
View ArticleConsumer information search and credence services: implications for service...
AbstractPurpose– The purpose of this paper is to examine the involvement levels and the information search activity of consumers purchasing credence services, in terms of the extent of the search and...
View ArticleShopping motivation as a moderator in the retail service evaluation
AbstractPurpose– Prior research explores the moderating effects of age and gender on the relationships in the comprehensive service evaluation model, but it ignores the role of contextual variables....
View ArticleSERV*OR in China: testing the effect of service orientation on service skills...
AbstractPurpose– The present study is specifically designed to accomplish two objectives: to validate the SERV*OR scale in an emerging oriental market; and to test empirically the effect of service...
View ArticleExploring switching behavior of US mobile service customers
AbstractPurpose– The purpose of this paper is to explore the switching behavior of mobile service customers in the USA with a focus on service quality, innovation and lock-in strategies as deterrents...
View ArticleAdopting self-service technology to do more with less
AbstractPurpose– Employees have traditionally played a major role in the customer's service experience. Yet self-service technology (SST) replaces the customer-service employee experience with a...
View ArticleBranding activities of a micro industrial services company
AbstractPurpose– The purpose of this paper is to explore the internal and external corporate branding activities of micro-sized industrial business services companies. Design/methodology/approach– An...
View ArticleDeterminants of diners' variety seeking intentions
AbstractPurpose– The purpose of this study is to identify diners' fundamental reasons for seeking variety in their choice of a restaurant and to understand their variety-seeking intentions from the...
View ArticleEmpowering senior citizens via third places: research driven model...
AbstractPurpose– This paper aims to report on a qualitative study that explores senior citizen consumers' empowerment through social engagement in third places and their subsequent loyalty to third...
View ArticleEncounter-based antecedents of e-customer citizenship behaviors
AbstractPurpose– In the marketing and consumer behavior literature, much remains to be explained about customer citizenship behavior in a highly technological e-retailing context. The purpose of this...
View ArticleNomological validity of the Net Promoter Index question
AbstractPurpose– The purpose of this study is twofold. First, it aims to provide a review of the Net Promoter© Index (NPI), the evidence of its ability to predict financial performance, and the...
View Article