... to acceptance. Computer-mediated technologies have increasingly separated consumers and service providers, and health care as a context is no exception (Green et al., 2016 ; Hartley and Green, 2017). Service separation refers to a spatial (Keh and Pang, 2010) and/or temporal separation (Green...

... that relationships between providers and customers follow customer-centric expectations in service marketing theory. Only a minority of theorists in service marketing contest these assumptions, arguing instead that service providers may be using techniques to control customers by dominating and regulating processes...

... recovery preferences, different recovery solutions should be applied to address each preference appropriately. Originality/value It is widely accepted in the service recovery literature that customers' perceptions of a service recovery attempt are often different to those of the service provider...

... on Japanese tourist perceptions of Australian service and interpersonal contact with hosts. Discusses the implications of these findings for tourism marketers. © MCB UP Limited 1999 Service providers Australia Japan Cultural diversity Tourism Marketing strategy Today’s tourism business...