Tangibilizing services through visual tangible cues in corporate Web sites: a...
Journal of Services Marketing, Volume 28, Issue 7, Page 566-579, October 2014. Purpose – The purpose of this study is to examine cross-cultural differences in the use of visual tangible cues in local...
View ArticleThe differentiated effects of CSR actions in the service industry
Journal of Services Marketing, Volume 28, Issue 7, Page 558-565, October 2014. Purpose – The purpose of this study is to attempt to explain why the impact of Corporate Social Responsibility (CSR)...
View ArticleDifferent actors’ roles in small companies service innovation
Journal of Services Marketing, Volume 28, Issue 7, Page 547-557, October 2014. Purpose – The purpose of the study is to create an initial understanding of how various internal and external actors...
View ArticleDoes customer sociability matter? Differences in e-quality, e-satisfaction,...
Journal of Services Marketing, Volume 28, Issue 7, Page 538-546, October 2014. Purpose – The purpose of this study is to investigate the relationships between e-quality, e-satisfaction and e-loyalty...
View ArticleReverse use of customer data: implications for service-based business models
Journal of Services Marketing, Volume 28, Issue 7, Page 529-537, October 2014. Purpose – The purpose of this study is to explore and analyze the implications of reverse use of customer data for...
View ArticleCustomer response to employee emotional labor: The structural relationship...
Journal of Services Marketing, Volume 29, Issue 1, February 2015. Purpose This study extends emotional labor theories to the customer outcomes by examining a theoretical model of how emotional labor...
View ArticleExploring the relationship between service orientation, employee engagement...
Journal of Services Marketing, Volume 29, Issue 1, February 2015. Purpose The primary objective of this paper is to explore the relationship between leadership, employee engagement and service...
View ArticleThe role of listening in e-contact center customer relationship management
Journal of Services Marketing, Volume 29, Issue 1, February 2015. Purpose The main purpose of the study is to examine the relationships between e-listening and customers’ perceptions of interpersonal...
View ArticleThe role of external customer mind-set among service employees
Journal of Services Marketing, Volume 29, Issue 1, February 2015. Purpose In this study the authors develop and test a model of the antecedents and outcomes of one aspect of CMS - external customer...
View ArticleAntecedents of the client’s trust in low- versus high-consequence decisions
Journal of Services Marketing, Volume 29, Issue 1, February 2015. Purpose The purpose of this study is to address the role of high- and low-consequence exchanges in the relationship between trust and...
View ArticleCorporate social responsibility and customer loyalty: Exploring the role of...
Journal of Services Marketing, Volume 29, Issue 1, February 2015. Purpose The authors of this paper propose a cognitive-affective-conative sequential model to study how three dimensions of corporate...
View ArticleA narrative review and meta-analysis of service interaction quality: New...
Journal of Services Marketing, Volume 29, Issue 1, February 2015. Purpose This paper conceptualizes and empirically tests the determinants of service interaction quality (SIQ) as attitude, behavior,...
View ArticleCustomer response to employee emotional labor: the structural relationship...
Journal of Services Marketing, Volume 29, Issue 1, Page 71-80, February 2015. Purpose – This study aims to extend emotional labor theories to the customer outcomes by examining a theoretical model of...
View ArticleExploring the relationship between service orientation, employee engagement...
Journal of Services Marketing, Volume 29, Issue 1, Page 59-70, February 2015. Purpose – The aim of this paper is to explore the relationship between leadership, employee engagement and service...
View ArticleThe role of listening in e-contact center customer relationship management
Journal of Services Marketing, Volume 29, Issue 1, Page 49-58, February 2015. Purpose – The main purpose of the study is to examine the relationships between e-listening and customers’ perceptions of...
View ArticleThe role of external customer mind-set among service employees
Journal of Services Marketing, Volume 29, Issue 1, Page 38-48, February 2015. Purpose – The purpose of this study is to develop and test a model of the antecedents and outcomes of one aspect of...
View ArticleAntecedents of the client’s trust in low- versus high-consequence decisions
Journal of Services Marketing, Volume 29, Issue 1, Page 26-37, February 2015. Purpose – The purpose of this study is to address the role of high- and low-consequence exchanges in the relationship...
View ArticleCorporate social responsibility and customer loyalty: exploring the role of...
Journal of Services Marketing, Volume 29, Issue 1, Page 15-25, February 2015. Purpose – The aim of the authors of this paper is to propose a cognitive – affective – conative sequential model to study...
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