Effects of mutual fund advertising disclosures on investor information...
AbstractPurpose– This research aims to examine the effects of financial services advertising disclosures by pairing a content analysis documenting how mandatory financial disclosures are presented in...
View ArticleConfigural algorithms of patient satisfaction, participation in diagnostics,...
AbstractPurpose– This empirical study aims to explore sufficiency conditions for patient loyalty to a hospital. Design/methodology/approach– The study collected 645 self-administered questionnaires...
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...
View ArticleImpact of Cultural Differences on Foreign Customers’ Perceived Local Services
AbstractPurpose - This study aims to investigate and explain the cultural differences on the foreign customers’ perceived local service marketplace through their consumption...
View ArticleInvestigating Work Engagement in the Service Environment
AbstractPurpose - Frontline employees (FLEs) represent a major source of value creation for the modern firm. As such, firms are constantly evaluating different attributes of potential and current...
View ArticleCancer Resource Centers as Third Places
AbstractPurpose - This article empirically illustrates the socially supportive role of cancer resource centers in their members’ lives. Design/methodology/approach - The authors employ the...
View ArticleSport Team Loyalty: Integrating Relationship Marketing and a Hierarchy of...
AbstractPurpose - Given its importance in the brand management of sport teams, the present research initiative primarily concerns the investigation of the formation process of sport team loyalty. By...
View ArticleThe case of Amazon.com: towards a conceptual framework of online customer...
AbstractPurpose - The concept of online customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb online...
View Article