...Gomaa Agag; Anish Yousaf; Feray Adiguzel Purpose The effect of marketing agility on customer satisfaction and short- and long-term firm performance has not been empirically examined yet. Drawing on dynamic capability theory, the current study aims to investigate the direct effect of marketing...

..., such as interactions with others (e.g. employees and customers). Interactions with others at any touchpoints along the customer journey are important experiences (Lemon and Verhoef, 2016). Second, the authors limited the customer metrics to customer loyalty, WoM, customer satisfaction, customer trust and social equity...

...Ramesh Roshan Das Guru; Marcel Paulssen; Arnold Japutra Purpose This study aims to extend research in marketing on two important relational constructs, customer satisfaction and brand attachment, by comparing their long-term effects on customer behaviors with different levels of performance...

...Markus Groth; Mahsa Esmaeilikia Purpose This paper aims to aims to extend emotional labor research by exploring whether the impact of emotional labor on customer satisfaction depends on the order in which different emotional labor strategies are used by employees. Specifically, the authors explore...

...Kemefasu Ifie Purpose This paper aims to investigate the effect of top management’s customer interactions (TMCI) on customer satisfaction. This study argues that TMCI’s overall relationship with customer satisfaction follows an inverted-U shape due to its positive and disruptive effects...

...Neeru Malhotra; Bernadette Frech; Peter Leeflang; Young-Ah Kim; Helen Higson Purpose While extant research has predominantly focused on outcomes of customer satisfaction that benefit the focal firm such as customer engagement behaviors (CEBs), little is done to understand human capital-related...

... as important boundary conditions on the effects of customer brand engagement behavior on co-production, which subsequently influences customer satisfaction. Design/methodology/approach The authors test the model using survey data from 430 users of a digital platform (i.e. UBER) in Australia. Hypotheses...

... intention drove customer learning desire. Customer expertise further strengthened these main effects. Moreover, a stronger learning desire led to greater customer satisfaction. Research limitations/implications This study identified key factors involved in customer learning desire and its potential...

...Angelica Blom; Fredrik Lange; Ronald L. Hess Purpose This paper aims to investigate whether customer satisfaction varies when presented with different types of omnichannel promotions (shopping goal-congruent vs shopping goal-incongruent and monetary vs non-monetary promotions) and if the effect...

... of perceived humanness on customer satisfaction. Design/methodology/approach A questionnaire was distributed online to participants who had been interacting with existing VAs, and they were asked to focus on one of them for this study. The questionnaire comprised measures of antecedents to perceived...

... (pilot) study examined whether respect/disrespect spontaneously emerged in written descriptions of highly satisfactory/dissatisfactory experiences (n = 356). The second (main) study used a survey methodology to test whether perceptions of respect could explain customer satisfaction beyond...

..., as information deprivation has detrimental effects on customer satisfaction (Guo et al., 2016) and results in information asymmetry. Finally, following a relationship violation, a firm often issues an apology, which not only takes responsibility for the violation but also “may convey a stated desire...

... customer satisfaction. Practical implications From a practical perspective, the findings deepen current understanding of the relationships between service performance metrics. They also provide guidance for managers seeking to better deploy service resources to enhance service quality, customer...

.... Findings The PLS-based analysis confirmed the qualitative insights, establishing the significance of customer service, which accounted for 68% variance in the overall experience and 42% variance in customer satisfaction, along with other experience antecedents such as website, product and delivery...

.../implications The study shows that both functional and symbolic elements of service recovery are important determinants of customer satisfaction and loyalty and that their influence can be significant in a cross-cultural context. Practical implications International service managers must consider...

...Jenny (Jiyeon) Lee; Youngdeok Lim; Hyung Il Oh Purpose The purpose of this study is to examine the relevance of American Customer Satisfaction Index (ACSI) to management voluntary forecasts of earnings. The authors further investigate whether the market reacts to such forecasts in respect...

... customer satisfaction while also achieving productivity gains. The current study aims to offer insight into the role of various resources that encourage frontline employees (FLEs) to become engaged in the pursuit of achieving organisational goals, ultimately enhancing service productivity and customer...

...John M.T. Balmer; Weifeng Chen Purpose The study aims to explore customer satisfaction towards the celebrated Tong Ren Tang (TRT) Chinese corporate heritage brand (established in 1669). This paper examines the multiple role identities of the corporate brand and, in particular, the enduring...

...M.S. Balaji; Sanjit Kumar Roy; Ali Quazi Purpose The purpose of this paper is twofold: first, to determine the role of emotions in customer evaluation of service failures; and second, to examine how customers’ emotion regulation impacts customer satisfaction and behavioural responses (e.g...

... Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Customer orientation Customer satisfaction Sales performance Role overload Interaction quality Service profit chain Frontline employees in service organizations, whether they actually render...