Customer delight and work engagement
AbstractPurpose - Customer service research highlights the impact of employee attitudes and behaviors on customer satisfaction. More recently, this relationship has been examined in reverse, evaluating...
View ArticleReexamining the place of servicescape in marketing: a service dominant logic...
AbstractPurpose - To extend understanding of the sense of place captured by the servicescape concept, as a means by which customers clarify their service expectations and their satisfaction with...
View ArticleBuilding trust by signaling trustworthiness in service retail
AbstractPurpose - The purpose of this research is to investigate the role of retailer trustworthiness in driving customer trust and the subsequent impact on loyalty. We position trustworthiness as a...
View ArticleCultural values in financial services advertising: a cross-cultural study of...
AbstractPurpose - This paper aims to examine whether culture impacts the execution of financial services advertising (FSA). Specifically, this study investigates how cultural values are reflected in...
View ArticleFranchisees’ perceptions of relationship development in franchise partnerships
AbstractPurpose - This paper aims to evaluate the antecedents of franchise relationship development from the perspective of a sample of Chinese and Turkish franchisees. Design/methodology/approach -...
View ArticleMarketing culture to service climate: the influence of employee control and...
AbstractPurpose - The purpose of this research is to explore how firm market orientation, as a culture, affects the service climate that develops in the firm.Design/methodology/approach - Empirical...
View ArticleIt’s just not fair: exploring the effects of firm customization on unfairness...
AbstractPurpose - Customizing offers to match customers’ individual needs increases the firms’ attractiveness. This approach has, however, potential negative effects. Firms treating their customers...
View ArticleA study on consumer adoption of technology facilitated services
AbstractPurpose - Interactions between customer and service provider during delivery of a service is termed as "service-encounter". The technology that enables service delivery without customer having...
View ArticleConsumer participation in online product recommendation services: augmenting...
AbstractPurpose - Recent research starts questioning whether consumer participation is a double-edged sword although its positive effects have been widely documented in the services marketing...
View ArticleBrand knowledge transfer via sponsorship in the financial services industry
AbstractPurpose - The main objective of this study is to develop a framework of brand knowledge transfer through sponsorship for sponsors within an insurance industry in South Korea. To this end, this...
View ArticleThe effects of anticipatory emotions on service satisfaction and behavioral...
AbstractPurpose - Emotions have provided a foundation for many causative models in marketing, notably advertising, brand development and buyer behavior. However, models of customer satisfaction have...
View ArticleExecutive summary of “Exploring key antecedents of purchase intentions within...
Journal of Services Marketing, Volume 28, Issue 7, October 2014.
View ArticleExecutive summary of “Bridging the academia-practitioner divide: the case of...
Journal of Services Marketing, Volume 28, Issue 7, October 2014.
View ArticleExecutive summary of “Tangibilizing services through visual tangible cues in...
Journal of Services Marketing, Volume 28, Issue 7, October 2014.
View ArticleExecutive summary of “The differentiated effects of CSR actions in the...
Journal of Services Marketing, Volume 28, Issue 7, October 2014.
View ArticleExecutive summary of “Different actors’ roles in small companies service...
Journal of Services Marketing, Volume 28, Issue 7, October 2014.
View ArticleExecutive summary of “Does customer sociability matter? Differences in...
Journal of Services Marketing, Volume 28, Issue 7, October 2014.
View ArticleExecutive summary of “Reverse use of customer data: implications for...
Journal of Services Marketing, Volume 28, Issue 7, October 2014.
View ArticleExploring key antecedents of purchase intentions within different services
Journal of Services Marketing, Volume 28, Issue 7, Page 595-606, October 2014. Purpose – The purpose of this research is to investigate the direct and indirect effects of these determinants on purchase...
View ArticleBridging the academia-practitioner divide: the case of “service theater”
Journal of Services Marketing, Volume 28, Issue 7, Page 580-594, October 2014. Purpose – This paper aims to demonstrate the applicability of a theatrical framework for improving the effectiveness of...
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