Creativity for service innovation: a practice-based perspective
AbstractPurpose– The success of service innovation is largely dependent on creativity. So far, however, the question of how to reinforce creativity in the development of innovative services, while...
View ArticleService quality in utility industries: the European telecommunications sector
AbstractPurpose– The purpose of this paper is to analyse the economic and technological factors that determine the quality of European telecommunications services. The paper test whether the...
View ArticleThe impact of relational bonds on brand loyalty: the mediating effect of...
AbstractPurpose - While the literature attends to how customer retention strategies develop relationship quality (e.g., trust), it does not account for the potential mediator (s) in this relationship....
View ArticleModeling Contextually Elicited Service Quality Expectations
AbstractPurpose - The purpose of this study is to demonstrate the critical role that context plays in measuring service quality. Design/methodology/approach - This study replicated an experiment...
View ArticleDoes Relationship Matter? - Customers' Response to Service Failure
AbstractPurpose - This research seeks to examine how service failure affects customers’ negative response and how service recovery affects perceived justice in the context of different relationship...
View ArticleThe Influence of Movie’s Quality on its Performance: Evidence Based on Oscar...
AbstractPurpose - This study develops and empirically tests a new framework that shows how different signals of movie quality along with key control variables affect consumers’ post-consumption...
View ArticleThe impact of relational bonds on brand loyalty: the mediating effect of...
AbstractPurpose– While the literature attends to how customer retention strategies develop relationship quality (e.g. trust), it does not account for the potential mediator (s) in this relationship....
View ArticleModeling contextually elicited service quality expectations
AbstractPurpose– The purpose of this paper is to demonstrate the critical role that context plays in measuring service quality. Design/methodology/approach– This study replicated an experiment...
View ArticleDoes relationship matter? – Customers’ response to service failure
AbstractPurpose– The purpose of this paper is to examine how service failure affects customers’ negative response and how service recovery affects perceived justice in the context of different...
View ArticleThe influence of movie's quality on its performance: evidence based on Oscar...
AbstractPurpose– The purpose of this paper is to develop and empirically test a new framework that shows how different signals of movie quality along with key control variables affect consumers’...
View ArticleModerators of the relationship between social bonding and organizational...
AbstractPurpose - The commitment of service employees to an organization is a critical concern that affects the success of an organization. This study first investigated whether the social bonds...
View ArticleCustomer Preference for Decision Authority in Credence Services: The...
AbstractPurpose - To examine the effects of offering customer decision authority on customer satisfaction in credence services, and the moderating effects of customer persuasion knowledge and service...
View ArticleInvestigating Temporal Effects of Risk Perceptions and Satisfaction on...
AbstractPurpose - The authors examine how usage satisfaction mediates the link between two types of perceived risk and loyalty intentions, and investigate the three moderating effects (overall...
View ArticleIs the quantity-quality trade-off in call centres a false dichotomy?
AbstractPurpose - The purpose of this paper is to examine the existing conceptualisation of quantity and quality in call centres as conflicting or contradictory, and through qualitative analysis,...
View ArticleThe service revolution and its marketing implications: Service logic versus...
AbstractPurpose - This conceptual article analyses the implications generated by a service perspective.Design/methodology/approach - A conceptual analysis of two approaches to understanding service...
View ArticleModerators of the relationship between social bonding and organizational...
AbstractPurpose– The commitment of service employees to an organization is a critical concern that affects the success of an organization. The purpose of this paper is to investigate whether the social...
View ArticleCustomer preference for decision authority in credence services: The...
AbstractPurpose– The purpose of this paper is to examine the effects of offering customer decision authority on customer satisfaction in credence services, and the moderating effects of customer...
View ArticleInvestigating temporal effects of risk perceptions and satisfaction on...
AbstractPurpose– The purpose of this paper is to examine how product usage satisfaction mediates the link between two types of perceived risk and loyalty intentions, and investigate the three...
View ArticleIs the quantity-quality trade-off in call centres a false dichotomy?
AbstractPurpose– The purpose of this paper is to examine the existing conceptualisation of quantity and quality in call centres as conflicting or contradictory, and through qualitative analysis,...
View ArticleThe service revolution and its marketing implications: service logic vs...
AbstractPurpose– The purpose of this conceptual paper is to analyse the implications generated by a service perspective. Design/methodology/approach– A conceptual analysis of two approaches to...
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