...Hannu Makkonen; Jaakko Aspara; Valtteri Kaartemo; Matti Mäntymäki; Eriikka Paavilainen-Mäntymäki Purpose The concept of value co-creation occupies a central role in marketing and service research, yet its usage has often been fragmented and inconsistent. This study aims to examine value co...

...Liliane Abboud; Helen L. Bruce; Jamie Burton Purpose This paper aims to examine experiences of low customer power in service interactions and the impact of those experiences on customers’ engagement and disengagement towards a firm. It subsequently identifies how such experiences may affect...

... the moderating roles of salesperson gender and consumer involvement. Design/methodology/approach Responding to the call for field-based consumer research, the authors test their theory using an experimental design and a field study. Study 1 employs an experimental design in high and low involvement service...

...Hannah Snyder; Lars Witell; Mattias Elg; Janet R. McColl-Kennedy Purpose When using a service, customers often develop their own solutions by integrating resources to solve problems and co-create value. Drawing on innovation and creativity literature, this paper aims to investigate the influence...

... is stronger in social media than in traditional channels. Procedural justice and the overall quality of service solutions emerge as general dimensions of PCHQ because they are equally important in both channels. In contrast, interactional justice, distributive justice and customer effort have varying effects...

... most commentators agree that the interaction between firms and consumers is a key locus of value co-creation, some have adopted a broader understanding, arguing that value co-creation takes place between diverse actors that form service systems in which actors integrate resources to co-create...

...Alastair Tombs; Sally Rao Hill Purpose – The primary objective of this article is to investigate customer reactions to service employees with accents that differ from a non-native accent taking into account customer emotions. Design/methodology/approach – This article reports on a study...

... in the context of NPD in goods and services. A unique database was constructed that merged key informant survey responses with financial data for 244 firms. This database was used to replicate and extend previous research by posing a number of hypotheses regarding the role of obtaining customer information...

...Sally Dibb and Marylyn Carrigan; Lisa Schuster; Judy Drennan; Ian N. Lings Purpose – This study aims to employ the Model of Goal-Directed Behaviour (MGB) to examine the consumer acceptance of technology-based self-service (TBSS) for a credence service instrumental to a social goal. Credence...

...Lloyd C. Harris Purpose In an era in which two‐thirds of interactions between firms and customers occur by telephone communications, the impact of customer telephone rage on employees' service‐related attitudes and beliefs is worthy of study. Telephone or “phone rage” involves occurrences...

... exporters. This study extends previous research to the service sector in Australia. Based on responses from 181 exporters, the importance of managerial attitudes, perceived international barriers, and human resource efforts is shown to affect international performance. © MCB UP Limited 2002...

...Joby John Examines the “dramaturgical” view of the service encounter to understand the service consumption experience. Illustrates this by demonstrating how the drama metaphor is applicable and useful in understanding perceived quality in health care services. Presents a strategic model...

...D.R. Scott; N.T. van der Walt The six largest international accounting firms in the world offer a variety of business services ranging from the traditional areas of audit and tax to the newer areas of retail consulting, salary surveys, project management for information systems and psychological...

...Ghazi Habib; Sami Kassem Despite the importance of the service sectors in the world economy,research related to services only recently attracted the attention of marketers. As a result, far more research and writings have been concerned with goods than services. This would not really matter...

...David Ford; Chris Ryan Seeks to identify peculiarities involved in the sale of know‐how, suggesting various marketing strategies. Differentiates between three marketing activities: the use of a technology in manufacture or design; the marketing of a service based on a particular technology...

...Ron Arnfield Reviews the role of service in the marketing mix with regard to its possibilities, using organizational examples as an illustration. Outlines an approach to service strategy and examines its cost limitations. Suggests that the increasing complexity of products and more intense...