Should all service firms follow the recessionary advertising prescription?
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View ArticleThe moderating roles of organizational justice on the relationship between...
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View ArticleThe impact of Corporate Social Responsibility (CSR) performance and perceived...
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View ArticleProblematic Customers and Customer Service Employee Retaliation
AbstractPurpose - The purpose of this paper is to examine the effects of problematic customer behaviors on customer service employee attitudes and subsequent retaliation towards...
View ArticleEMOTIONAL ANTECEDENTS AND OUTCOMES OF SERVICE RECOVERY: AN EXPLORATORY STUDY...
AbstractPurpose - The purpose of this study was to investigate the service recovery experience in the luxury hotel industry by introducing emotions as a predictor of future behavioral intention (FBI)...
View ArticleThe role of collective angst during and after a service failure
AbstractPurpose - To examine the role of collective angst, the concern about the future viability of one’s group, during service failure and recovery.Design/methodology/approach - To test this...
View ArticleINVESTIGATING BRAND EQUITY OF THIRD-PARTY SERVICE PROVIDERS
AbstractPurpose - This research applies theory and techniques from the services and marketing literature to a supply chain context consisting of a shipper or seller, a customer or buyer, and a...
View ArticleShould all Service Firms Follow the Recessionary Advertising Prescription?
AbstractPurpose - This study investigates whether different types of service firms, experience-based or credence-based, benefit equally from the prescription to increase advertising during...
View ArticleThe Moderating Roles of Organizational Justice on the Relationship between...
AbstractPurpose - Emotional exhaustion resulting from an employee’s emotional labor usually leads to negative outcome such as organizational loyalty. Following conservation of resources theory and...
View ArticleThe Impact of Corporate Social Responsibility (CSR) Performance and Perceived...
AbstractPurpose - This study investigates how corporate social responsibility (CSR) performance (i.e., to the environment, society, and stakeholders) and perceived brand quality influence brand...
View ArticleExecutive summary of 'Recommendations as personalized marketing: insights...
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View ArticleExecutive summary of 'The antecedents of strategic pricing and its effect on...
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View ArticleExecutive summary of 'Customers helping customers: payoffs for linking...
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View ArticleExecutive summary of 'Re-examining the place of servicescape in marketing: a...
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View ArticleExecutive summary of 'Building trust by signaling trustworthiness in service...
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View ArticleExecutive summary of 'Cultural values in financial services advertising: a...
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View ArticleRecommendations as personalized marketing: insights from customer experiences
AbstractPurpose - Recommendation agents programmed to "learn" customer preferences and make personalized recommendations of products and services are considered a useful tool for targeting customer...
View ArticleThe antecedents of strategic pricing and its effect on company performance in...
AbstractPurpose - The purpose of this research paper is to examine a) the impact of a number of variables on the adoption of strategic pricing by industrial service firms, and b) the effect of this...
View ArticleCustomers helping customers: payoffs for linking customers
AbstractPurpose - Through the theoretical lens of service dominant logic (SDL), this paper examines the relationship between customer networks and intercustomer social support. Co-creation and...
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