The Effect of Implicit Service Guarantees on Business Performance
AbstractPurpose - Although service guarantees are generally believed to give firms a competitive edge, much remains to be learned about the value of, and return on, this customer relationship...
View ArticleImpact of cultural differences on foreign customers' perceived local services
AbstractPurpose– This study aims to investigate and explain the influence of cultural differences on foreign customers' perceptions of the 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 aims to empirically illustrate 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 ArticleThe effect of implicit service guarantees on business performance
AbstractPurpose– Although service guarantees are generally believed to give firms a competitive edge, much remains to be learned about the value of, and return on, this customer relationship management...
View ArticleReligious influences on consumers' high-involvement purchasing decisions
AbstractPurpose– This aim of this paper is to investigate the impact that religious factors have on a consumer's perception of brand loyalty in the context of the services industry. Specifically, the...
View ArticleCorporate volunteering programs and consumer perceptions: an information...
AbstractPurpose– The purpose of this study is to understand how consumers perceive corporate volunteering programs. In particular, the author examines the moderating role of information processing and...
View ArticleAlleviating the negative impact of delayed recovery: process- versus...
AbstractPurpose– Limited research has explored the potential marketing strategies to counter the damage associated with delayed recovery. Based on the construal level theory, this study seeks to...
View ArticleTo purchase or not to purchase US products: role of religiosity, animosity,...
AbstractPurpose– The main purpose of this research is to empirically test how animosity, religiosity, and ethnocentrism interact to affect judgment about US products and purchase action of consumers in...
View ArticleThe influence of social undermining on the service employee's...
AbstractPurpose– This study aims to investigate the effect of social undermining on the service employees' boundary-spanning behavior though perceived fit with job (P-J fit). This study also aims to...
View ArticleCustomer reactions to service failure and recovery in the banking industry:...
AbstractPurpose– The purpose of this study is to test the effects of satisfaction, satisfaction with service recovery (SSR) and switching costs (SC) on loyalty and positive word-of-mouth (PWOM) of bank...
View ArticleMulticultural markets and acculturation: implications for service firms
AbstractPurpose– The purpose is to construct an analytical framework that encapsulates implications for the marketing offering of service firms as a result of observed intra-national ethnic diversity...
View ArticleAnxiety, Crowding, and Time Pressure in Public Self-Service Technology...
AbstractPurpose - The purpose of this paper is to propose and to test a model that illustrates the impact of technology anxiety on the intention to use a self-service technology (SST) in public. The...
View ArticleImproving Service Employee Affect: The Transformative Potential of Work Design
AbstractPurpose - The purpose of this article is to employ Self-Determination Theory to explain the mediated impact of work design – empowerment and serial and investiture socialization – on employee...
View ArticleUnderstanding the Differences of Public and Private Self-Service Technology
AbstractPurpose - The purpose of this paper is to explore the potential differences between types of self-service technology. Specifically, we explore how the dynamics of public and private...
View ArticleTechnology Perceptions in Employees’ Use of Self-Directed Learning
AbstractPurpose - Service firms can improve their adaptability in turbulent environments with knowledgeable employees. Self-directed learning (SDL) is one way that employees can improve knowledge, but...
View ArticleTime buying and time saving: Effects on service convenience and the shopping...
AbstractPurpose - The domain of service convenience remains relatively unexplored. However, as time pervades all aspects of consumption, the value placed upon time is likely to influence the importance...
View ArticleThe Experience Economy Approach to Festival Marketing: Vivid Memory and...
AbstractPurpose - Purpose – A desirable experiential environment is an essential source of competitive advantage in the festival industry. Understanding festival attendees' experience is imperative for...
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