Service quality in Automated Teller Machines: An empirical investigation
AbstractPurpose - The paper aims to identify the dimensions of Automated Teller Machine service quality and to evaluate customers’ perceptions of the relative importance of these...
View ArticleService Responses to Emotional States of Business Customers
AbstractPurpose - We study the service responses of service providers to the affective states of business clients and test whether they have a positive effect on the client’s job performance as well as...
View ArticleA longitudinal study of the zone of tolerance
AbstractPurpose - This paper uses a longitudinal analysis of the zone of tolerance to reconcile the growing divide between the acceptance of the theoretical model and the lack of empirical support of...
View ArticleOn-line Complaining: Understanding the Adoption Process and the Role of...
AbstractPurpose - The purpose of this paper is twofold. First, develop and test a conceptual model to understand customers’ intention to adopt online complaining. Second, assess two competing...
View ArticleThe impact of ISO 9001 effectiveness on the performance of service companies
AbstractPurpose - The purpose of the study is to define and subjectively measure ISO 9001 effectiveness as the achievement of the standard’s objectives and determine its impact on the performance...
View ArticleUnderstanding the cultural antecedents of quality management in tourism
AbstractPurpose - The purpose of this research is to analyse the causes that have led to a rather fragmented view of quality management among tourism marketing organisations in Germany. The aim is to...
View ArticleInvestigating effects of relationship marketing types in life insurers in Taiwan
AbstractPurpose - The purpose of this study is to establish a model that identifies the causal relationship among relationship marketing types, service quality and relationship quality on customer...
View ArticlePerceived opportunism (PO) in e-return service encounters
AbstractPurpose - This investigation explored the existence, role, and hidden problems associated with customer perceived opportunism (PO) in e-return service (e-RS)...
View ArticleThe impact of ISO 9001 effectiveness on the performance of service companies
AbstractPurpose– The purpose of this paper is to define and subjectively measure ISO 9001 effectiveness as the achievement of the standard's objectives and determine its impact on the performance...
View ArticleUnderstanding the cultural antecedents of quality management in tourism
AbstractPurpose– The purpose of this paper is to analyse the causes that have led to a rather fragmented view of quality management among tourism marketing organisations in Germany. The aim is to...
View ArticleInvestigating effects of relationship marketing types in life insurers in Taiwan
AbstractPurpose– The purpose of this paper is to establish a model that identifies the causal relationship among relationship marketing types, service quality and relationship quality on customer...
View ArticlePerceived opportunism (PO) in e-return service encounters
AbstractPurpose– The purpose of this paper is to explore the existence, role, and hidden problems associated with customer perceived opportunism (PO) in e-return service (e-RS) encounters....
View ArticleCustomer Participation and Value Creation: A Systematic Review and Research...
AbstractPurpose - Customer participation in the creation of offerings has become a key focus in marketing literature. This paper synthesizes extant research on the topic to enhance understanding of the...
View ArticleApplying SPAT for understanding B-to-B supplier switching processes
AbstractPurpose - This study focuses on the switching path analysis technique (SPAT) application to enlarge the understanding of customer switching from the business to consumer (B-to-C) context to the...
View ArticlePositive social behaviors and suggestive selling in the same service encounter
AbstractPurpose - This study examines customers’ reactions in service encounters in which the customer contact person (CCP) initially engages in positive social behaviors and then turns to suggestive...
View ArticleA lean approach to service productivity improvements: Synergy or oxymoron?
AbstractPurpose - Service productivity continues to receive ever-greater amounts of attention as service covers a greater portion of the economy. As competition increases, service productivity becomes...
View ArticleKnowledge Dissemination in the Global Service Marketing Community
AbstractPurpose - The evolution of the service marketing field was marked by the emergence of a global, vigorous and tolerant community of service marketing researchers. This paper examines the history...
View ArticleIs maximum customer service always a good thing? Customer satisfaction in...
AbstractPurpose - To investigate customer satisfaction with service encounters characterized by an over-attentive level of service, and the contextual and individual factors moderating the resulting...
View ArticlePerceived Risk, Usage Frequency of Mobile Banking Services
AbstractPurpose - This study discusses the effects of diffusion and adopters of mobile banking services (MBSs), perceived risk, brand awareness, and brand image of MBS providers, on attitude toward...
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