The impact of unprofitable customer abandonment on current customers' exit,...
AbstractPurpose – The management of unprofitable customer relationships and particularly their abandonment is a topic that has received increasing interest among practitioners and researchers over...
View ArticleMarket-creating service innovation: verification and its associations with...
AbstractPurpose – The present study aims to develop a measure of the market-creating service innovation (MCSI) proposed by Berry et al., verify the typology, identify the relationship between MCSI and...
View ArticleDo bidders compensate for shipping fees in online auctions?
AbstractPurpose – The purpose of this paper is to determine whether online bidders adjust their offers downward to compensate for shipping fees; whether shipping fees affect the number of bids in an...
View ArticleAn empirical assessment of consumers' evaluations of web site service...
AbstractPurpose – The objective of this study is to develop and test a specific conceptualization and modeling specification of web site service quality and the influence web site service quality has...
View ArticleDeterminants of telemarketer misselling in life insurance services
AbstractPurpose – The purpose of the article is to present and test a model regarding important factors that may help reduce unethical behavior (i.e. misselling) of salespeople in the financial...
View ArticleIn good and bad times: the interpersonal nature of brand love in service...
AbstractPurpose – The purpose of this paper is to address two important gaps in the brand love and consumer-brand relationships literatures. First, this study aims to investigate several interpersonal...
View ArticleProblematic customers and turnover intentions of customer service employees
AbstractPurpose – The purpose of this paper is to examine the effects of problematic customer behaviors on customer service employee attitudes and subsequent turnover intentions from the organization...
View ArticleThe role of emotions in online consumer behavior: a comparison of search,...
AbstractPurpose – The main objective of this paper is to compare consumers' online shopping behavior across three types of services (i.e. search, experience, and credence). Reviewing the marketing and...
View ArticleIntercultural service encounters (ICSE): an extended framework and empirical...
AbstractPurpose – This paper aims to extend the intercultural service encounters (ICSE) framework using role theory and information asymmetry perspective, to hypothesize differences in the strength of...
View ArticleAn extended service recovery model: the moderating impact of temporal...
AbstractPurpose – The purpose of this empirical paper is to explore for the first time, in a temporal sequence of events framework, how the various forms of justice (procedural, interactional and...
View ArticlePerformance effects of involving lead users and close customers in new...
AbstractPurpose – Customer involvement has been recognized as a key factor for successful service development. One important aspect affecting the outcome of new service development (NSD) projects in...
View ArticleService receivers' negative emotions in airline and hospital service settings
AbstractPurpose – The purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital. Design/methodology/approach – A...
View ArticleEvaluating digital piracy intentions on behaviors
AbstractPurpose – The purpose of this paper is to assess how well digital piracy self-report intentions predict actual digital piracy behaviors in service marketing research....
View ArticleModelling trust in service relationships: a transnational perspective
AbstractPurpose– This empirical paper aims to assess the multi-dimensional nature of trust in service relationships. Although trust is deemed to be important for managing service relationships there is...
View ArticleInternet forums and negotiation of healthcare knowledge cultures
AbstractPurpose– Internet forums are an important arena for information exchange between consumers. Despite healthcare being one of the most accessed information categories on the internet, knowledge...
View ArticleConsumer information search and credence services: implications for service...
AbstractPurpose– The purpose of this paper is to examine the involvement levels and the information search activity of consumers purchasing credence services, in terms of the extent of the search and...
View ArticleShopping motivation as a moderator in the retail service evaluation
AbstractPurpose– Prior research explores the moderating effects of age and gender on the relationships in the comprehensive service evaluation model, but it ignores the role of contextual variables....
View ArticleSERV*OR in China: testing the effect of service orientation on service skills...
AbstractPurpose– The present study is specifically designed to accomplish two objectives: to validate the SERV*OR scale in an emerging oriental market; and to test empirically the effect of service...
View ArticleExploring switching behavior of US mobile service customers
AbstractPurpose– The purpose of this paper is to explore the switching behavior of mobile service customers in the USA with a focus on service quality, innovation and lock-in strategies as deterrents...
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