Time-of-day services marketing
AbstractPurpose – The purpose of this paper is to synthesize, organize, and discuss multidisciplinary research influential to a service firm's use of a cyclical time-based marketing approach that may...
View ArticleInteractions and consequences of inertia and switching costs
AbstractPurpose – Service research typically relates switching costs to customer loyalty, and portrays them as effective switching deterrents that engender harmful word-of-mouth (WOM). Rather than to...
View ArticleOffshore outsourcing of customer services – boon or bane?
AbstractPurpose – Offshore outsourcing of customer services is growing rapidly but there is little known about its impact on customer perceptions and behavior. This paper aims to combine the learnings...
View ArticleOvercompensating for severe service failure: perceived fairness and effect on...
AbstractPurpose – This study aims to examine the perceived fairness of overcompensation for severe service failures. The mediating effect of perceived fairness in the overcompensation-negative...
View ArticleThe relationship between employee satisfaction and customer satisfaction
AbstractPurpose – This study aims to examine whether the relationship between employee satisfaction (ES) and customer satisfaction (CS) is bilateral or unilateral based on dyadic data. In addition, it...
View ArticleCreating new market for industrial services in nascent fields
AbstractPurpose – In recent years, industrial firms have been moving from selling pure products to selling smart services. Yet limited empirical evidence exists about how the new markets for these...
View ArticleWearing community: why customers purchase a service firm's logo products
AbstractPurpose – The purpose of this research is to investigate customer purchase of a service organization's logo/branded merchandise as a type of customer voluntary performance behavior....
View ArticleThe 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....
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