... 2013 Language Tipping behaviour Speech accommodation Language proficiency Political considerations Consumer behaviour Service industries Belgium Finland More than half the countries in the world are officially multilingual (Wei, 2007) and many officially monolingual countries...

... consider stressors external to the organisation. Age groups Emotional labour Gender Quitting intentions Job satisfaction Moderation Germany Service industries Employees turnover Increasing research in marketing and management considers the role of emotional labour performed...

... perspective, whereby intangible elements such as skills, information and knowledge take on increased prominence (Vargo and Lusch, 2004), the branding literature has also seen a similar shift in emphasis, particularly within the service industry (see for example Berry, 2000 ; Grace and O'Cass, 2005). Being...

... of service business strategies. Chun‐Hsien Liu can be contacted at: yangsh@ms16.hinet.net © Emerald Group Publishing Limited 2010 Resource management Customers Service industries Service delivery Integration Corporate strategy To gain competitive advantage in a fast changing...

... the relationships between these constructs. Customer satisfaction Customer loyalty Service industries Repeat buying Repurchase agreements Loyal customers can bring enormous benefits to a company. They allow for a continuous stream of profit, reduce marketing and operating costs, increase referral...

... formulate strategies and tactics to effectively manage the customer complaint. © Emerald Group Publishing Limited 2007 Consumer behaviour Complaints Hotels Service industries The tourism industry is one of the most important sectors in Hong Kong as it is one of Hong Kong's largest...

... the performance of those strategies. © Emerald Group Publishing Limited 2007 Marketing strategy Marketing management Middle managers Service industries In recent years organisations have sought to create greater organisational flexibility in responding to environmental turbulence by moving...

...Nina Veflen Olsen; James Sallis Purpose The purpose of this paper is to develop and test a theoretical model of narrow and broad market scanning in a service industry, including short‐ and long‐term outcomes. Design/methodology/approach In a cross‐sectional survey, structural equation modeling...

... comprehensive scale for the servicescape is suggested, which exceeds the mostly tangible aspects of the physical environment covered in the SERVQUAL scale. The model is tested in a population survey in two service industries (retail banking and restaurants). Findings The results show that the servicescape...

... (reward satisfaction, stimulation from work and work load) are all positively correlated with IMO. Variable type. Nominally scaled. Marketing strategy Marketing philosophy Internal marketing Corporate culture Service industries “Market orientation” in its current academic...

...). © MCB UP Limited 2003 Strategy Decision making Service industries Technology Financial services Finland In academic discussion (e.g. Heskett, 1986 ; Lehtinen, 1986 ; Lovelock, 1986 , 1988 ; Brown et al., 1994 ; Wikström and Normann, 1994) high‐touch has...

... the evolution of the market orientation is reflected in the service sector independently from industrial sectors. That is why a historical summary of the evolution of market orientation on the service sector has been performed. © MCB UP Limited 2002 Market orientation Service industries...

... 2002 Market orientation Service industries Services marketing Performance Although Narver and Slater (1990) conceptualised market orientation as a culture, they tended to measure its implementation, using both attitudinal and behavioural scales. However, one of their major contributions...

... Service industries Marketing management Marketing has traditionally been viewed as an exchange concept, suggesting a basic rationale for conducting business interests with giving and receiving something of value. As such, most discussions elaborate on the advantages and behaviors associated...

... likelihood of reoccurrence (i.e. stability) and responsibility for the recovery (i.e. locus) in three service industries. Results indicate that consumers who have service failures satisfactorily corrected demonstrate a strong propensity to share positive information about their experience. As a person’s...

.... Focuses on the refinement of a scale for measuring service loyalty dimensions and the relationships between dimensions of service quality and these service loyalty dimensions. The results of an empirical study of a large sample of customers from four different service industries suggest that four...

... a number of new avenues of research. In summer 1997, ABI Inform listed 279,673 articles as containing the word “service”, from a total of 1,325,931 (21.1 per cent), to the point where it is becoming difficult to keep abreast of developments in service industry fields. Words are the medium...

...Joost M.E. Pennings; Martin G.M. Wetzels; Matthew T.G. Meulenberg The financial services industry is one of the fastest growing service industries. The financial services industry includes financial derivatives markets such as options and futures markets. In order to ensure survival, firms...

... Alliances Network analysis Organizational theory Service industries Services marketing Sport The interest in networks has grown out of the pronounced trend in business toward non-traditional organizational forms. As opposed to hierarchical organizations controlling all facets of a business...

... underlying plural contractual networks. © MCB UP Limited 1999 Distribution channels Franchising Networks Organizational theory Service industries Transaction costs The purpose of this study is to investigate franchisors’ rationales for electing to own some locations and sell...