... practices. In-depth interviews with 62 professionals led to critical insights into customer service design development, supported by service-dominant logic and theory of mind principles. Findings The ensuing insights led to a model that connects the antecedents and outcomes of empathetic and user...

.../implications This study makes contributions to the accent in service interaction literature by enabling the authors to have a more complete understanding of how accent effects drive customer satisfaction and purchase intention. Future studies can take customer-related factors such as customer-service employee...

..., communicate and deliver service to an organization’s customers” (p. 909). Examples of AISA include customer service chatbots, virtual assistants, social robots and autonomous cars (Noor et al., 2021a). Sally Rao Hill can be contacted at: sally.raohill@adelaide.edu.au 08 09 2020 21...

... values align with those of the brand. Two experiments test the hypotheses that customer happiness increases because of feelings of belongingness with the brand and the consumer’s perception of the brand’s authenticity when the customer service provider aligns with the brand’s identity and core values...

...Charles H. Patti; Maria M. van Dessel; Steven W. Hartley Purpose How can customer service be so bad in an era when companies collect endless data on customer interactions? The purpose of this paper is to contribute to the important challenge of elevating customer service delivery by providing...

...Reema Singh; Magnus Söderlund Purpose This study aims to assess factors influencing customers’ online grocery shopping experiences, and it evaluates the central role of customer service and consumers’ responses to satisfying grocery shopping. Design/methodology/approach A mixed-methods...

... satisfaction and customer loyalty weakens as the customer's perceived switching costs increase. Tracey S. Dagger can be contacted at: Tracey.Dagger@buseco.monash.edu.au © Emerald Group Publishing Limited 2012 Customer service Customer loyalty Customer satisfaction Customer loyalty...

... in a franchisor's control system. © MCB UP Limited 2003 Franchising Outcomes Contracts Customer service Consumer behaviour Australia Franchising is an innovative and efficient marketing technique devised to distribute products or services (Watson et al., 2002). Described...

... on, particularly in the later stages of product or service evaluation and purchase (Martilla, 1971; Richins, 1983). A single positive word‐of‐mouth communication can result in the formation of favorable attitudes toward a brand (Herr et al., 1991). © MCB UP Limited 2001 Customer service...

... by the initial service failure does not have an impact on satisfaction with service recovery. Customer satisfaction Service quality Services marketing Customer service Norway Despite equity being different from disconfirmation we will argue that the attribute performance evaluation of service...

... across industries. © MCB UP Limited 1999 Service quality Service loyalty Customer service Service industries Consumer behaviour The literature on services marketing has advanced to a level of considerable sophistication and researchers are ready to take on the fundamental...

...Christine T. Domegan Many leading firms across Europe are harnessing information technology to cultivate customer service as a valuable asset to achieve strategic superiority. The key findings of this IT/customer service adoption study emphasize three main points. First information technology acts...

.... By selectively increasing the salience of specific aspects, student choice might be influenced;and by interpreting dissonance effects, satisfaction regulated. © MCB UP Limited 1992 Customer service Cognitive mapping Conjoint analysis Consumer attitudes Non‐profit organizations Service quality ...

...Peter M. Banting Reports on the results of a study carried out in Canada and compares this with an earlier UK study (the Cunningham Roberts report). Investigates how Canadian pump and valve manufacturers' perceptions of customer service offered by their metal suppliers. Compares...