... satisfaction is not just driven by customers’ overall assessment of the interaction but also by their experience at different stages of the interaction. Originality/value Service marketing and management scholars have largely explored emotional labor from a between-person or within-person perspective...

... Emerald Publishing Limited Licensed re-use rights only Dark sides of relationship marketing initiatives Contract termination Customer retaliatory behavior Negative word-of-mouth Service marketing Relationship marketing Regression analysis Service delivery Service contract termination...

... purposes), subject to full attribution to the original publication and authors. The full terms of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode Service marketing Customer satisfaction Virtual agents Service encounters Humanness This purpose...

... 08 2020 © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Social connection Service marketing Business-to-consumer gift Norm of positive reciprocity Relationship marketing Value creation Consumer interaction Husni Kharouf can...

... – This study will try to contribute to the service failure research by analyzing the role of two variables that have not been analyzed before in this context: intentionality attribution and humiliation. © Emerald Group Publishing Limited 2014 Consumer behavior Service marketing This study...

... as a holistic variable. This study also clarifies learning orientation's relationships with internal market orientation and market capabilities. © Emerald Group Publishing Limited 2014 Organizational learning Internal marketing Market orientation Service marketing Market orientation refers...

... and should not be viewed negatively or avoided altogether in practice and as a topic of analysis. A re-conceptualisation of call-centres as sites of control over customers is proposed. Originality/value – Control and power are rarely analysed in services marketing. This is one of a few studies...

... misbehavior Service marketing Telephone rage Customers Customer service management Studies of service dynamics have long agreed that satisfying service encounters pivot on mutually constructive and beneficial interactions between customer‐contact employees and customers (e.g. Czepiel et al...