A narrative review and meta-analysis of service interaction quality: new...
Journal of Services Marketing, Volume 29, Issue 1, Page 3-14, February 2015. Purpose – This paper aims to conceptualize and empirically test the determinants of service interaction quality (SIQ) as...
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...
View ArticleA narrative review and meta-analysis of service interaction quality: new...
Journal of Services Marketing, Volume 29, Issue 1, Page 3-14, February 2015. Purpose – This paper aims to conceptualize and empirically test the determinants of service interaction quality (SIQ) as...
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